SHIPPING AND DELIVERY
Where do you ship to?
We offer worldwide shipping. However, there are some rare instances where we're unable to ship to you. If this is the case we will be in contact to let you know!
How can I track my order?
A tracking link will be sent to you 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!
What do I do if I have added the wrong address?
If you have made an error with your shipping address, please contact our Customer Service Team immediately via email firstname.lastname@example.org. If we are unable to amend your address before your order is dispatched, we will attempt to contact the courier and pass on a redirection request. Unfortunately, once a parcel is scanned into a courier network, we cannot guarantee a redirection request will be successful. If your parcel is returned back to us, we will be in contact with you to arrange redelivery. Please double check and triple check your address is entered correctly before confirming your order. Shipping fees may apply for redelivery.
What if I have a delivery issue?
If you have not received your parcel in the expected timeframe, please firstly check other locations around your property, and with other members of your household. Please also check if you have received a calling card, as this will indicate if your delivery was unsuccessful, or if your parcel has been taken to a collection point for pick up. Alternatively, you may contact our Customer Service Team via email email@example.com and we will get in touch with the courier.
I live overseas, will I need to pay additional handling fees, duties, taxes and custom fees?
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 additional handling fees, duties, tax or customs fees upon their order entering their country. Please refer to Sections 21 & 22 of our Terms and Conditions for further information in relation to these charges.
Please note, due to new legislation, VAT in the UK will be charged at point of sale. If you have any further questions, please contact our Customer Service Team via email firstname.lastname@example.org.
How do I receive free shipping?
Orders over $100 AUD (after discount) will receive free standard shipping, Australia wide.
When will my order be shipped?
All orders placed before 2pm AEST (Monday - Friday) will dispatch our warehouse the same day via the selected shipping method. During launch periods, depending on the volume of orders we receive, we ask customers to please allow up to 3-5 business days for their order to be dispatched.
What happens if my parcel is lost or damaged in transit?
If a parcel is damaged or deemed to be lost in transit, we will provide a replacement parcel or provide you with a store credit which can then be used at anytime to repurchase via our website.
What payment methods do you accept?
We accept: AfterPay, PayPal, Visa, Visa Debit, MasterCard, American Express, Laybuy, ZipPay, Klarna, Shop Pay, Google Pay, Apple Pay and Sezzle.
What currency will I be charged in?
As we are an Australia based company, once an item is added to your cart and you proceed to the payment method, the products will automatically switch back to AUD. Now, this is purely for our financial records and you will be charged in your local currency. If you were to convert both currencies using the daily conversion rate, you will see both values equal the same amount.
I have a store credit, does this expire?
Store credits do not expire and can be used towards any future purchases.
What happens if I forget to use my discount code or gift card?
Unfortunately, once an order has been placed, we are unable to apply discount codes or gift cards. If you have any further questions, please contact our Customer Service Team via email@example.com.
Are free gift promotions subject to change?
Free gifts are available for retail consumer orders only while stocks last. If the chosen free 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 you encounter an issue with adding free gifts at the checkout, please contact our Customer Service Team via email firstname.lastname@example.org. We will attempt to include these free gifts in your order before it proceeds to the packing and dispatch stages.
How do I use my discount code?
Enter your discount code in the ‘Gift card or discount code’ field at the checkout. Once your discount code is entered, press ‘Apply’. You can only use one discount code per transaction. Please note, you are unable to use your MN Rewards Vouchers in conjunction with a discount code, as these vouchers do act as discount codes.
Can I use my discount code and gift card in the same transaction?
Yes, you may use your discount code and gift card in the same transaction. However, you are unable to use your MN Rewards Vouchers in conjunction with a discount code, as these vouchers do act as discount codes.
Can I use more than one discount code?
You can only use one discount code per transaction. Please note, you are unable to use your MN Rewards Vouchers in conjunction with a discount code, as these vouchers do act as discount codes.
Will I receive an order confirmation?
Yes, all Muscle Nation orders will receive an email order confirmation once an order has been placed online. You will then receive a secondary email notification with your tracking details upon dispatch.
I didn’t receive my order confirmation?
Please ensure you enter your email address correctly at the checkout. Please note, depending on your email settings, your order confirmation may automatically be redirected to your junk or spam folder. If you still do not receive your order confirmation, please contact our Customer Service Team via email email@example.com with your full name, order number and correct email address.
Can you edit my order?
We endeavour to make changes to a customer’s order upon request. However, due to the volume of orders we receive, in conjunction with two courier pick-ups a day, this task can be challenging. As a result, we cannot guarantee we will be able to make any requested changes before an order is dispatched. If we are unable to make the desired order changes, our Customer Service Team can guide you through our Returns Policy and process. For order enquiries, please contact us via email firstname.lastname@example.org. Please note, we have a 24-48 hour minimum response time.
Can I cancel my order?
With our scanning and inventory system, it has enabled our Warehouse Team to be very efficient in processing, packing and preparing orders for dispatch. Therefore, once you process your order online and click ‘confirm and pay’, after this point we can not guarantee an order can be cancelled.
Can I hold items in my cart?
Unfortunately, items cannot be held or reserved in carts. This way, spam accounts and bots cannot hold large quantities of items in carts to prevent real customers from purchasing. Given the circumstances, you are unable to hold items in your cart for an extended period of time. If an item has dropped out of your cart before checking out and has now sold out, we do apologise for any inconvenience this has caused and we appreciate your understanding.
What happens when I receive an incorrect or faulty item?
If on the rare occasion, you receive an incorrect or faulty item please contact our Customer Service Team via email email@example.com. Please include your order number, full name, email address and photos of the item within 7 days of receiving your order. Please do not lodge an online return request for an incorrect or faulty item, as our Customer Service Team will resolve these enquiries with you directly. For an incorrectly sent item, we will require you to return the item to our warehouse, and we will arrange to promptly ship you the correct item.
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.
What if I have an issue with a product I purchased from a wholesaler or stockist?
If you encounter an issue with a product you purchased from a wholesaler or stockist, we ask you please contact their team directly. Wholesalers and stockists have their own returns policies in place which you will need to follow. We thank you for your understanding.
How do I find out if an item is coming back in stock?
We're always looking to add new styles to our rapidly expanding product range! This means certain items may not return online once sizes have sold out. This is to make way for all the exciting products set to launch in the future. If you have a specific item or size in mind, please jump onto the item's product page and select 'Notify Me When The Selected Size Is In-Stock’. Once you input your email address, you will be notified when your desired item or size returns online. Please also stay tuned via our Instagram @musclenation for the latest news on our restocks.
Why does my item feel different in the same style, across different colours?
There might be a slight fit and feel difference in the same style across different colours. In the manufacturing process, some dye requires more settling time than others. As a result, some coloured garments may fit and feel a little differently to others in the same style and size. Therefore, we suggest to size up if you are in between sizes for a more comfortable fit.
I was messaged on Instagram that I won a giveaway, how do i know if this is legit?
Unfortunately, there are alot of scam accounts going around which will pretend to impersonate a business to get unsuspecting customer to click links. This will result in them being scammed.
Please ensure on Instagram you only follow @musclenation and @musclenationfood. These are our only two accounts, and any communication will be through these accounts only. We will never ask you for your personal details, nor link you outside of our website.
If you do come accross an account please report and block this.
RETURNS AND EXCHANGES
What is your returns policy?
You may return any full price items in exchange for a store credit within 30 days of receiving your order. Then, you can use this store credit to repurchase your items in the desired size or style. Alternatively, you may use your store credit to purchase anything else you wish from our website. Our store credits never expire and can be used storewide.
How do I lodge a return?
You will receive a ‘Thank You’ card in your parcel, explaining how to complete a return. Alternatively, you can process your return via our online returns portal and follow the prompts.
How long does it take to process my return?
From when a return parcel is received at our warehouse, we ask customers to allow up to 7 business days for their return to be finalised. Please note, during launch periods we ask customers to allow up to 10-14 business days for their return to be processed.
Our Returns Team is busily working through all return parcels to ensure you receive your store credits as quickly as possible.
Have you received my return yet?
When sending your return parcel at the post office, we recommend to ensure your parcel has return tracking. This way, you can track your parcel in transit to our warehouse, and see exactly when it is delivered. From when a return parcel is received at our warehouse, we ask customers to allow up to 7 business days for their return to be finalised.
Can I exchange an item?
You may return any full price items in exchange for a store credit. Then, you can use this store credit to repurchase your items in the desired size or style. Alternatively, you may use your store credit to purchase anything else you wish from our website. Our store credits never expire and can be used storewide. Unfortunately, we do not offer refunds or direct exchanges for returned items, unless they are deemed faulty upon inspection. In some scenarios, we may require a faulty item to be returned to us for further inspection before honouring an exchange or refund.
Do you pay for my return shipping?
Customers are required to cover shipping costs when returning items. We suggest to use standard or regular shipping, as this will be the most cost effective option. We recommend ensuring your parcel has return tracking, so you can track your parcel in transit to our warehouse, and see exactly when it is delivered.
Can I return items from more than one order in the same parcel?
Yes, you can! Please include a note in your parcel with a brief description of each item you are returning, with their corresponding order numbers. On the note, please also include your full name, and the return order number you were issued via our online returns portal.
The swing tag is not on my item anymore, can I still return it?
We require all swing tags to be attached to items when processing a return. However, if you have quickly removed your swing tag, or the swing tag has come off, we will still accept your return provided the item is in perfect condition. Please ensure the garment is in impeccable condition, unworn and unwashed. Please note, if the inner garment sizing tag has been removed or torn, we will be unable to accept the return, as the garment cannot be put back into stock circulation.
Can I return an item I purchased that was on sale?
Some products that are on final clearance cannot be returned. Products will clearly indicate if they are final sale on their respective pages. Please double check your sizing and read each product description before checking out. No store credits will be issued in exchange for sale items or final clearance items.