FAQs

You should receive your order confirmation email within 30 minutes of placing your order. If you haven’t please check your junk or spam email folder.

If you have placed the order with a registered account you can check your order history via your dashboard. If you have no record of the purchase it is likely it was unsuccessful. If you’re unsure we recommend checking your bank statement for the charge and getting in touch with our team.

We accept Visa, MasterCard and American Express credit cards. You can also checkout using Electronic Funds Transfer. Customers registered as a business can also choose to pay by account.

As we despatch orders continuously throughout the day, you will need to contact us immediately to make changes to your order. Once your order has been despatched we are unable to make changes.

If you are yet to pay for your order you can cancel it any time. Once an order has been paid for and despatched we are unable to cancel the order. At this stage you must contact our team to organise a return.

Yes! Please contact us with your Order Number and we can email you a copy.

We accept Visa, MasterCard and American Express credit cards. You can also checkout using Electronic Funds Transfer. Customers registered as a business can also choose to pay by account.

Your credit card payment will be conducted directly via the Payment Express payment facility over a Secure Socket Layer (SSL) connection. HART Sport does not store Credit Card information or have access to your Credit Card details.

If you have been set up to purchase via an account you will have the option to select pay via account in the payment section of the checkout.

Certain users are permitted to pay by electronic funds transfer. If eligible the option will appear in the payment section of the checkout. Once you have placed your order you will receive confirmation that includes our bank details. After finalising the transfer please get in touch with accounts@hartsport.com.au with your customer number and payment details.

Enter your promo code in the designated area within the shopping cart and hit ‘apply code’. If the promotional conditions are met, the discount will then be deducted from the balance payable. Please enter the code exactly as provided as this field is case sensitive.

Freight and handling charges depend on the value of the order with the exception of bulky items. Please refer to the freight charge table or our bulky freight calculator.

Orders are usually despatched with 24 hours, however during periods of high demand, this can increase by 24-48 hours. Freight times are dependant on your location. Please refer to the timeframes in the delivery table.

No, we cannot deliver to PO Boxes or Parcel Lockers. Please provide a physical street address with your order.

Do you deliver to a business address?

If you want your order sent to a business, your workplace or a school, please ensure the complete and correct details are in the delivery address. Clearly state a business name, contact name, department, address and a phone number. Incomplete delivery details put your order at risk of being returned to the depot by the courier.

Can you deliver equipment to my Sport Club Field or Club House?

Unfortunately, a residential or business address is required as the courier cannot deliver to an empty or unmanned venue and the delivery drivers are not be able to call prior to delivery.

Alternative collection points

If the courier cannot deliver your goods and there is no ‘Authority to Leave’, they will take it back to a depot or deliver to a local collection point. A card will be left at your address with instructions on where this is and how to collect your order.

Please take the card left by the courier which will contain your consignment note number along with photo ID. (Consignment number can also be found on your despatch email.) Contact us if you need a copy.

Will they take my order to the local post office?

No, they will not take the order to a post office. As we send via a courier service the post office are not able to accept the parcels.

You can track your order via the details provided in your Despatch Confirmation email, or via EFM Logistics with your invoice number.

www.efmlogistics.com.au/tracking-tool

My order is missing, what do I do?

Contact us immediately if you believe your order is outside the delivery time and we will investigate this for you.

One or more of my boxes is missing?

If you have received part of your order or a short shipment, please allow up to 72 hours for the remaining items to be delivered.

This can occur if a box has been separated in transit. If it is outside the 72 hours, please contact us immediately.

Most orders will be delivered by courier and normally require a signature unless an ‘authority to leave’ has been provided. If you live in Brisbane, you can also choose to pick your order up from our HART Sport store.

You can opt to provide ‘Authority to Leave’, which means a driver can leave your parcel in a safe location at your address, without a signature. This is subject to the drivers’ discretion as the safety of your parcel is paramount. If no one will be available to sign for your order, and you wish for it to be left at your delivery address, select ‘Authority to Leave’ under delivery instructions in the checkout.

No, the driver is not able to call you regarding your delivery. If you aren’t available to sign for your order and ‘Authority to Leave’ has not been provided, the courier will leave a calling card with information on what to do next.

The collection location and contact details will be on the calling card. If this location is a local depot, you may be able call to arrange redelivery.

If I miss my delivery, where do I collect it from?

If you aren’t available to sign for your order and ‘Authority to Leave’ has not been provided, the courier will leave a calling card with the collection location and contact details. This may be a local collection point or depot. This will not be a post office.

Yes, you will need to sign for your order upon delivery unless the appropriate ‘Authority to Leave’ has been provided.

Once your order is in transit we are unable to change the delivery address.

Yes! If you live in Brisbane you can choose to pick up your order from our HART Sport store. Simply select ‘Pick up at HART Sport’ from the freight options when checking out online.

Claims and Exchanges

If for any reason you are not satisfied with any product, please return it to HART Sport in original condition and original packaging within 7 days of receipt of the product. The returned products may be exchanged or a credit note will be issued. We do not offer a refund for items incorrectly ordered or no longer required. A 15% restocking fee applies unless the product is faulty or does not conform to specifications. All returns must be authorised by HART Sport. When you contact us a Return Authorisation Number will be issued. Any goods returned without a Return Authorisation Number will not be accepted. Returns are to be made in accordance with the "Returning Goods Form" that will appear on the reverse side of the invoice. Freight charges on returns will not be credited. Also, freight will be charged when sending any exchanged products.

Custom Products

HART Sport will not accept product returns for custom made or made to order products unless such custom made or made to order products are faulty or do not conform to specifications.

Damaged/Faulty Goods and Shortages

If you receive a product which is faulty (or where the product is custom made and does not conform to specifications) contact HART Sport to arrange free return delivery and an exchange, refund or credit to your account. All returns must be authorised by HART Sport. When you contact us a Return Authorisation Number will be issued and this will be needed to progress your claim. If you receive an order with shortages, contact HART Sport to arrange for delivery of the product shortage. You will not be charged for the freight costs of products sent out to satisfy product shortages. HART Sport will not accept returns for products that have been damaged after delivery. You must notify HART Sport of the fault (or in the case of custom made products, non-conformance to specifications) within a reasonable time of delivery, provide full details of the fault along with the invoice number, and look after the products until they are returned.

Submit the Return Request Form online >here and our team will be in touch with your returns authorisation number and details on how to return your items. Any returns without an authorisation number, will not be accepted. We do not offer a refund for items incorrectly ordered or no longer required.

For change of mind returns, it is your responsibility to pay for postage to return your product. We recommend using a trusted courier as we won’t be held responsible for any product that you return that goes missing or damaged in transit.

HART Sport always aims to provide high-quality products. However, if an item is faulty, please notify us and we will happily replace it or refund your purchase price.

No, we do not accept returns on sale or discounted items unless found to be faulty.

Yes you can exchange your order, you are just required to complete a return request within 7 days of receiving your items to obtain a Return Authorisation Number.

Once your exchange has been processed by our customer service team, a new order will be placed for you. Once your order has been despatched, you will receive new tracking information details via email.

Once we have received and processed your return, our team will be in touch via email to confirm.

If you have qualified for a refund, please allow 3-5 business days for your refund to be processed and returned to your nominated account or original payment method.

Please contact international@hartsport.com.au to organise a return.

If you have forgotten your password simply click the ‘lost password’ link at login and follow the prompts to set a new one.

Alternatively, if you wish to change your password you can sign in and click the ‘change password’ option within your account dashboard. You will then be prompted to set and confirm your new password.

If you are having issues signing into your account please ensure your login details have been entered correctly, keep in mind the password field is case sensitive.

If you still cannot access your account please contact our team and we will assist you.

Schools must sign in with their School ID, not an email address.

If you have been set up to purchase via an account you will have the option to select pay via account in the payment section of the checkout.

Yes, we can! If you require your invoice to be resent please contact our team with your Order Confirmation Number.

HART Sport will not sell any of your information to third parties. Any information provided will be done so with appropriate privacy and confidentiality protection.

Read more about our Privacy Policy here.