What payment methods do you accept?
AfterPay, PayPal, Visa, Visa Debit, MasterCard, American Express, Laybuy, ZipPay and Sezzle.
Will I receive an order confirmation?
All Muscle Nation orders will receive an email order confirmation after the order has been processed. You will receive a secondary notification email with your tracking details upon dispatch.
Will I receive tracking information?
A tracking link will be sent via email or SMS if you have provided your mobile number. Once your order has been processed, packed and prepared for dispatch you will receive your tracking information. This tracking information will update as soon as your parcel receives the initial scans by the courier. From there, you can track your order in transit!
Can you edit my order?
Even though we endeavour to make changes to a customer's order upon request, due to the volume of orders we receive daily in conjunction with two courier pick-ups a day, this task can be challenging. On a day to day basis, we will certainly attempt to make any desired order changes upon request.
However, during launch periods this task can be very difficult due to the magnitude of orders being processed by our Warehouse Team. Therefore, it is likely we will not be able to make these changes. If you have an urgent order edit, please email our team immediately after the order is processed.
You can contact us via email at firstname.lastname@example.org. Please note, we have a 24-48 hour minimum response time.
If we are unable to make these order changes, our Customer Care Team can guide you through our Returns Policy and process.
Can I cancel my order?
With our new scanning and inventory system, it has enabled our Warehouse Team to be very efficient in processing and preparing orders for dispatch. Once you process your order and click ‘confirm & pay‘, after this point we can not guarantee any changes can be made, or that an order can be cancelled.
I've added the wrong address?
If you have made an error with your shipping address, please contact our Customer Service Team immediately. If we are unable to amend this address error before it is dispatched, we will contact the courier and pass on a redirection request. If your parcel is shipped back to us, we will then be in contact with you to arrange redelivery.
* Please note: Double and triple check your address is entered correctly before confirming your order. Shipping fees may apply for redelivery.
What happens when I receive an incorrect or faulty item?
If, on the rare occasion, you receive an incorrect or faulty item please send through an enquiry via email with your order number, name and description of the product/s. For faulty items, we will require you to send through photos of the issue to our team for assessment within 7 days of receiving your order. Once this has been verified, we will begin to take the steps needed to rectify the issue. Please do not lodge a return request for a faulty item through our portal until contact is made with our Customer Service Team.
If you have received an incorrect item, we may also require photos to be sent via email to effectively resolve the issue. We will then have you return the item/s back to us and compensate you for your return postage. Upon receiving the item back at our warehouse, we will arrange to ship you out the correct item immediately.
* Please note: There is no lifetime warranty on any of our products. They are all subject to wear and tear over time, depending on how you care and wash your items. For more information, please see our Wash & Care Guide.
What happens if my package is lost?
Once an order is dispatched from our warehouse, delivery and responsibility is passed onto the courier. If your package has been delayed for an extended period of time, please contact us and we will launch an investigation with the relevant courier company. As soon as we receive further information, we will be in contact with you immediately.
In the circumstance your package is declared lost (a package can only be deemed lost once our staff have contacted the courier and a Proof of Delivery cannot be provided), we will either arrange to reship your original order (depending on stock levels) or provide you with a store credit for the value of your order. We understand this is an unfortunate scenario, but we will be in constant communication with you to have this issue resolved.
Are free gift promotions subject to change?
Free gifts are available for retail consumer orders only while stocks last. If the chosen gift is not available, we will provide an alternate item of equal value. Free gifts are selected by the customer during the checkout process. If free gifts are not added, please email or Instagram DM our team so we can attempt to have these added to your order. If we are unable to add these free gifts to your purchase and it has already been dispatched, we are more than happy to send these products out once the shipping costs are covered.
My item fits and feels differently in the same style across different colours?
There might be a slight fit and feel difference in the same style across different colours. Our Scrunch Bum Collection is made from the same custom fabric blend, and the colours are selected by us. In the manufacturing process, some dye requires more settling time than others. As a result, some coloured garments may fit and feel slightly differently to others in the same style and size. We suggest to size up if you are in-between sizes to ensure the items are a comfortable and flexible fit.
Am I able to cancel my pre-sale order?
Unfortunately, we are unable to cancel or offer a full refund on pre-sale items. By opting in and paying for your pre-sale item, you understand the product will be allocated to you in the pre-ordering process. If you do wish to cancel your pre-sale order, you agree and understand you will need to cover a cancellation fee of 20% of value of the product.
Will I need to pay additional duties and customs fees on my order?
We will always do our best to ensure the amount of tax being charged to you is as minimal as possible. However, we cannot guarantee a customer will not encounter any tax at all upon their order entering their country.
Please refer to Sections 21 & 22 of our Terms and Conditions for further information in relation to import duties, handling fees, customs charges and local sales taxes.
Still haven’t found the answer you are looking for?
Please feel free to contact us and we’re happy to answer any enquiries you may have!
Email: email@example.com (24-48 hr response time)
Facebook: Muscle Nation