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Delivery & Returns Policy

At Trojan Fitness, we prioritize efficient and reliable delivery services. Here’s what you need to know:

1. Carriers: We primarily use Couriers Please, Sendle, Fastaway, and Star Tack | TNT ,as our default carriers for items weighing up to 20 Kg. In some cases, we may utilize alternative carriers as needed. Shipping costs are automatically calculated by our online store system based on item weight. If you have concerns about shipping costs, please contact us for assistance. Once your parcel is shipped, you will receive an email with the tracking reference to monitor its progress. It’s your responsibility to track the parcel and make any necessary changes to the delivery dates.
2. Split Deliveries: If you request your order to be split into multiple deliveries (e.g., available products now and unavailable products later), additional charges will apply to cover the increased freight costs. However, for larger orders, we may split them into multiple deliveries at our discretion, without any extra cost to you. Please note that in such cases, we won’t consider the order fulfilled until all items have been forwarded for delivery, which may result in parcels arriving on different days.
3. Packaging and Condition: We strive to minimize packaging while ensuring that your purchase arrives in the best possible condition. If your order arrives in unsatisfactory condition, please contact us immediately. If possible, provide us with a photo of the packaging and report any damages to the courier driver on their consignment document. This will help us address the issue with the relevant carrier.
4. Out of Stock Items: While we make every effort to have all items in stock at the time of your order, unforeseen circumstances may prevent us from fulfilling certain items. In such cases, our policy is as follows:
   • If we anticipate the goods to be back in stock within 5 business days, we will delay shipment until those items are available.
   • If we cannot guarantee stock availability within 5 business days, we will contact you using the provided contact details. We will attempt to reach you for 5 business days. If we’re unable to make contact, we may, at our discretion, hold your order for an additional 5 business days until stock arrives. Alternatively, we may ship your order without the unavailable item(s) or cancel the order, both with the appropriate refund. If we successfully contact you, we will respect your preference to hold or proceed with the order.
5. Missed Deliveries: If a delivery is missed, you will need to pick up your order from the freight company’s depot. Alternatively, we can arrange a re-delivery for a fee ranging from $15 to $35, depending on the order size, weight,  and carrier.
6. Special Considerations:
   • For larger items and pallets, someone must be present at home to assist with unloading, as courier drivers cannot lift items over 25kg alone due to safety regulations. If needed, you can opt for a tail drop delivery at an additional cost of $95 to $ 125.00, depending on the carriers charges.. Please contact us to make arrangements.
   • Residential deliveries are classified as curb-side deliveries, meaning the driver’s responsibility mostly ends when the goods are off the truck and in the closest location to your premises. Please do not expect them to carry heavy items into your home, premises, or upstairs. Re-deliveries will incur a fee ranging from $10 to $30, which you will be responsible for, and payment must be made before the re-delivery is scheduled.
   • Please note that drivers cannot call prior to delivery as they do not have work mobile phones, and delivery schedules vary.
   • ATL (Authority to Leave) is not accepted for items valued over $50. If you choose to authorize the delivery without a signature, it will be at your own risk. Deliveries are scheduled Monday to Friday between 9 am and 5 pm.
7. Freight & Delivery Charges: Our freight and delivery charges, as well as any applicable free freight items, have been calculated for Metro Urban areas Perth, Sydney, Melbourne, Brisbane, Darwin, and Adelaide. These deliveries require driver assistance. Please note that deliveries to Tasmania | NT and remote regional areas will be subject to additional charges.
8. ALL goods must be signed for by the original purchaser, any goods not signed for by a person other the buyer, will not qualify for any claims of missing items

If you have any further questions or concerns about our delivery and returns policy, please don’t hesitate to contact us.