FAQs

Frequently Asked Questions

How can I contact FitMatrix

You can reach our friendly support team by email at
support@fitmatrixstore.com
We are here to help with any questions or concerns regarding your order, product information, or anything else.

Do you ship worldwide

Yes, we ship internationally to most countries. Shipping rates and delivery times may vary depending on your location.

Can I change or cancel my order

We process orders quickly, so please contact us within twelve hours of placing your order if you wish to make changes or request a cancellation.
After this period, we cannot guarantee changes. If your order has already shipped, you are welcome to return it for a refund once it arrives.

What payment methods do you accept

We accept the following major payment options:

  • VISA

  • Mastercard

  • American Express

  • PayPal

  • Apple Pay

All payments are securely processed through trusted gateways.

When will my order be processed

Orders are processed Monday through Friday and typically ship within one to three business days.
During holidays or promotional events, processing times may be slightly extended. We do not ship on weekends.

How long does shipping take

Due to high demand, standard delivery times range from two to four weeks depending on your location.

What if I do not receive my order

If you have not received your order within thirty days of shipment, you may be eligible for a full refund.
Please contact our support team to begin the resolution process.

Will I be charged customs or taxes

Prices on our website are listed tax free in AUD.
Depending on your country’s import regulations, you may be responsible for customs duties or local taxes upon delivery. These fees are not charged by FitMatrix and are determined by your local customs authority.

How do I return an item

To initiate a return, contact us at
support@fitmatrixstore.com
Include your order number and the reason for return. Our team will guide you through the return process step by step.

What if my item is defective, incorrect, or damaged

Please contact us as soon as possible. Be sure to include:

  • Your order number

  • Clear photos of the issue

  • A brief explanation of the problem

We will review your case promptly and offer a resolution such as a replacement or refund.

When will I receive my refund

Refunds are typically processed within five to ten business days after the returned item has been received and inspected.
You will receive a confirmation email once your refund is issued.

All refunds are sent to the original payment method.
If you used a credit or debit card, refunds are usually processed by the card issuer within seven to ten business days.
If you have not received a refund yet, we recommend contacting your bank or credit card provider as posting times can vary.