FAQs
Orders & Delivery
DELIVERY INFORMATION
- You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped from our warehouse.
- Gift Card purchases don't count towards the free shipping threshold.
- In the unlikely event that you don't receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.
MORE QUESTIONS?
Contact support team here.
I WANT TO CHANGE MY ORDER
Regrettably, we are unable to modify any aspect of your order once it has been placed, including changing the item or size, delivery/billing address, adding/removing items, or selecting a different shipping method. However, there is a brief 15-minute period after placing your order when you may cancel it by accessing your confirmation email or account section and clicking the 'Cancel Order' button.
After this timeframe has elapsed, you will no longer be able to cancel the order, but you may return or exchange the items after they have been delivered. In the event that you realize you have provided an incorrect address at checkout, please note that we cannot amend it with the courier once the order has been submitted. However, you may be able to update your delivery preferences with the courier by contacting them directly.
If for any reason your order is undeliverable, the courier will return it to us, and an automatic refund will be issued once the parcel has reached our warehouse. To stay up to date with your order's progress, monitor your tracking information for any updates.
If your order has not yet been shipped, please wait until you receive your tracking email, as you may be able to provide the courier with the tracking number to request an address change. If your order has already been shipped, please contact the courier immediately, as they may be able to assist you.
Please keep in mind that if you enter an incorrect address at checkout, we cannot be held responsible for any missing orders, and as such, we will not be liable to provide a refund or replacement for the order.
We understand that circumstances can change after placing an order, and while we cannot guarantee that we can cancel or change an order, we are always happy to help. If you need to make changes to your order, please send us an email as soon as possible, and we will do our best to accommodate your request.
MORE QUESTIONS?
Contact support team here.
HOW DO I TRACK MY ORDER?
To track your order, please check your email for the tracking number and link provided in your shipping confirmation email.
If you have any issues tracking your order, please don't hesitate to contact our customer service team for assistance.
MORE QUESTIONS?
Contact support team here.
MY ORDER IS WRONG
Initially, please review the shipping confirmation email titled "Your order is on the way" to determine if your order is being sent in separate packages. Although we strive to deliver your order in the most efficient and sustainable manner possible, it is possible that your order may be shipped in more than one shipment. One reason for this is due to stock availability, which may necessitate the shipping of items from various warehouses.
This means that your items may not be shipped at the same time, and you may receive an email indicating that "Some items in your order are on the way." If this happens, please do not be concerned because the remainder of your order will arrive soon.
If your order is divided into several shipments, it will display a "Partially Fulfilled" status, indicating that some of the items in your order will be delivered separately. This is entirely typical, and there is no need to contact our support team if you notice this status. However, if you do not receive the other part(s) of your order within 7 days, please do not hesitate to contact our excellent support team for assistance.
If, in the improbable event that you are missing an item or have received the incorrect item/order, please notify us right away with the following information, and we will rectify the situation as soon as possible:
- Your order number
- The name of the item you did not receive
- A photograph and the name of the item you received incorrectly (if applicable)
Once we have received the aforementioned information, our Customer Support team will promptly resolve the issue for you!
PLEASE NOTE THAT ALL CLAIMS FOR ORDERS WITH MISSING/WRONG ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
MORE QUESTIONS?
Contact support team here.
Returns & Refunds
HOW DO I RETURN MY ITEMS?
It is unlikely to happen, but if you do receive a faulty item, please refrain from returning any damaged or incorrectly delivered goods unless instructed to do so by a member of our support team to avoid any unnecessary delays in resolving the issue.
MORE QUESTIONS?
Contact support team here.
I STILL HAVEN'T RECEIVED MY REFUND
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.If more than 15 business days have passed since we’ve approved your return, please contact us at contact@fitroxx.com.
MORE QUESTIONS?
Contact support team here.
RECEIVED A FAULTY ITEM?
We understand that it can be disappointing to receive a faulty item and we apologize for any inconvenience caused. If you have received a damaged or wrong item, please don't hesitate to get in touch with our Customer Support Team as soon as possible. To help us resolve the issue quickly, please provide us with your Order Number and the name of the item in question.
In addition, we kindly ask that you provide clear photos that clearly show the fault, as well as a full-length photo of the item. Please note that you do not need to return the faulty item to us at this stage; just hold onto it until our support team provides further instructions.
Please be aware that any claims for orders with damaged or wrong items must be made within 7 days of the delivery date. We appreciate your understanding and cooperation in this matter, and we will do our best to resolve the issue for you as quickly as possible.
MORE QUESTIONS?
Contact support team here.
What makes your company different from competitors?
Our company is committed to offering the highest quality sports equipment, apparel, and accessories, along with exceptional customer service and expert advice. We take pride in our attention to detail, our focus on innovation, and our commitment to empowering athletes of all levels to achieve their goals.
Do you offer personalized service or advice?
Yes, our team of experts is always available to answer your questions, provide guidance, and help you find the best products for your specific needs. We believe in building personal relationships with our customers and providing tailored solutions to help them achieve their goals.
What is your company's philosophy or values?
Our company philosophy is rooted in the belief that sports and physical activity play a vital role in achieving a healthy and fulfilling life, both physically and mentally. We are committed to helping people discover the benefits of sports, pushing their limits, and promoting values such as respect, teamwork, and fair play, while also recognizing the significant impact on mental health. We strive to inspire and empower individuals to use sports and physical activity as a tool to improve their overall well-being, and we are dedicated to promoting awareness about the connection between sports and mental health.