SHIPPING, DISPATCH AND DELIVERY

Standard Order Dispatch Timelines 

We endeavour to dispatch all orders within 2 business days, unless a different timeline is stated on the product page. 

• Peak Periods: During peak sale times (such as Black Friday or holiday periods), order dispatch can take up to 4 business days. 
• Delays: If there is an anticipated delay in dispatching your order, we will notify you as soon as possible via the email address provided at checkout. 
• Delivery & Tracking: Once the courier has collected your order, delivery timeframes are at their discretion. We are unable to control external delivery factors. Please monitor the tracking link emailed to you for the latest updates on your shipment. 

Packs 

The usual dispatch timeline for packs is 14 business days for the order to leave our warehouse. During peak periods, such as the commencement of a season, these timelines may be extended without prior notification. 

The product page for your pack may list a different dispatch or production timeframe. In these cases, the product page timeline takes priority. 

We do our best to contact you if dispatch times are expected to exceed 14 business days. However, during busy periods, communication and updates may be provided directly to your club for distribution. 

Backorders

If a locally produced item within your pack is out of stock, it will be placed on backorder. We will email you an estimated time of arrival, which may be up to three months depending on production and supplier availability. If you prefer not to wait for a backordered item, you are welcome to Contact Us for a pro rata refund for that component of the pack. 

Combined Orders & Split Shipping 

If your order contains a mix of standard items and sublimated gear, your entire order will be held and shipped together once the sublimated items are ready. This means your whole order will take up to 6 weeks to arrive. 

If you require the in-stock or non-sublimated items to be delivered earlier, please Contact Us. At the sole discretion of our business, we may be able to arrange split shipping. Please note that an additional shipping fee will apply to cover the extra delivery costs. 

Returned to Sender & Reshipping 

Customers are responsible for ensuring that all delivery details provided at checkout are complete and accurate, including a valid delivery address, email address and contact phone number. 

If an order is returned to us by the courier due to an incomplete or incorrect address, failed delivery attempts, or missing contact details, the order will be held at our warehouse. We will make reasonable attempts to contact the customer using the email address provided at checkout to arrange reshipment. 

• Reshipping Fees: If the customer requests the order to be resent, a reshipping fee will apply to cover the additional delivery costs. This fee must be paid before the order is resent. 
• Unclaimed Orders: If we do not receive a response, updated delivery details, or payment of the reshipping fee within 21 business days of contacting the customer, the order may be returned to stock, resold, or otherwise handled in accordance with our storage and handling processes. In these circumstances, a refund will not be available. 

RETURNS AND REFUNDS

This policy outlines our procedures for returns, exchanges, and refunds. This policy does not limit any rights available to customers under Australian Consumer Law (ACL). 

Change-of-Mind Returns & Exchanges 

We offer a 30-day return policy for change-of-mind purchases. 

To be eligible for a change-of-mind refund or exchange, your item must be in the same condition that you received it: unworn, unused, with all tags attached, and in its original packaging (if applicable). You will also need to provide your receipt or proof of purchase. 

• Change-of-Mind Shipping: The cost of return shipping for change-of-mind returns must be paid entirely by the customer. 
• Size/Item Exchanges: If you ordered the incorrect size or item, you will need to send the item back to us at your expense. Once the return has been received at our warehouse, please allow up to two business days for our team to process it. 
  After the return has been processed, your replacement request will be passed on to our Online team for fulfilment. Replacement items are shipped as soon as stock is available, and you will receive tracking details once the order has been dispatched. 
  iAthletic covers the shipping cost to send the replacement item back to you (excluding the original shipping costs). 
• How to Begin: To begin a return or exchange process, please Contact Us. Items sent back to us without first submitting a request will not be accepted. 

Sale Prices & Promotions 

Sale prices, discount codes, promotional offers, and promotional items are only available during the advertised promotional period and must be applied at the time of purchase. We are unable to apply sale pricing, discount codes, promotional offers, or promotional items retrospectively to orders placed before a sale or promotion began, or after the sale or promotion has ended. 

A change in price after an order has been placed does not qualify for a refund, partial refund, credit, or price adjustment under our change of mind policy. This does not limit any rights customers may have under Australian Consumer Law if an item is faulty, damaged, incorrectly supplied, or otherwise does not meet the consumer guarantees. 

Exceptions & Non-Returnable Items 

Certain types of items cannot be returned or refunded under change-of-mind circumstances: 

• Custom & Personalised Gear: Items personalised or customised specifically for the customer cannot be returned, exchanged, or refunded for change of mind if they cannot reasonably be resold. This includes items with a name, initials, player number, personal sponsor, customer requested sponsor, or other customer specific details. Standard club, supporter, sublimated, or teamwear items that are not customer specific may be eligible for return, exchange, or refund if they meet our standard return conditions. 
• Socks: Socks cannot be exchanged, refunded, or returned for change-of-mind or incorrect sizing. For hygiene and product safety reasons, we are unable to accept them back into our inventory once they leave our warehouse. 
• Clearance & Gift Cards: We do not accept change-of-mind returns on clearance items or gift cards. 
• Condition Inspection: We inspect all returned items. If an item is found to be in poor or unreasonable condition, your return will be rejected, and you will be responsible for paying the shipping fee to have the item sent back to you. 

Out of Stock Items 

We work hard to keep our inventory accurate. In the rare event that an item you ordered is out of stock, we will automatically cancel the item and issue a full refund to your original payment method. We process these refunds within 5 business days. Please note that depending on your bank or financial institution, it can take up to 10 business days for the funds to appear back in your account. 

Shipping Fees on Out-of-Stock Items: If the out-of-stock item was the only item in your order, your shipping fee will also be fully refunded. If your order contained other items that are in stock, those items will be shipped to you, and the shipping fee will not be refunded. 

Refunds for Orders Returned to Sender (RTS) 

If an order is returned to our warehouse by the courier due to delivery errors (such as an incorrect address, failed delivery attempts, or missing contact details), refund eligibility will depend on the nature of the items: 

• Personalised Items: Personalised, custom, or made to order items are not eligible for a refund if they cannot reasonably be resold. This includes items personalised with a name, initials, player number, personal sponsor, customer requested sponsor, or other customer specific details. 
• Non-Personalised Items: Standard, non-custom, or non customer specific items may be eligible for a partial or full refund at our sole discretion, provided they are in brand new, resalable condition. 
• Shipping Costs: Orders returned due to delivery or address issues are never eligible for a refund of the original shipping costs. 

Faulty, Damaged, or Incorrect Items 
Please inspect your order immediately upon receiving it. If the item is defective, damaged, or you receive the wrong item, please Contact Us straight away so we can evaluate the issue and resolve it for you promptly. 

In line with Australian Consumer Law (ACL), we will gladly provide a repair, replacement, or refund for genuine product faults. Please note that our faulty goods policy does not cover damage caused by abnormal use, incorrect washing/care, or standard fair wear and tear. Fair wear and tear refers to the natural, gradual deterioration of sporting apparel from normal, intended use over time (such as slight fabric pilling from friction, minor logo fading over months of regular use, or natural thinning of high-impact fabric zones). 

CUSTOM UNIFORMS AND CLUB APPROVED ITEMS

Uniform & Sublimated Items Production Timeline 

Your order is custom-made and follows a strict production schedule. Typically, these custom items take approximately 6 weeks to be completed and shipped. 

• Unsure if your item is sublimated? If you are unsure whether your chosen gear is sublimated, please Contact Us before placing your order to confirm. 
• Limited Stock: Occasionally, small quantities of certain sublimated items are held in stock and may be dispatched sooner. However, you should always allow the standard 6 weeks for your order. 

Player Number Requests & Allocation 

Customers may request a preferred player number when ordering a playing uniform. All requests are subject to club review and approval to avoid clashes within the team, age group, or playing group. 

iAthletic does not allocate, approve, reserve, or manage player numbers. We collect order details, send number requests to the relevant club for approval, and forward approved orders for production. 

If a requested number is unavailable or not approved, the club may allocate an alternative number. If no number is requested, the club may allocate one on the customer’s behalf. 

Any concerns about number allocation must be discussed directly with the club. Once a uniform has been approved and sent for production, changes may not be possible and any replacement may be subject to standard production timelines and applicable costs. 

If an incorrect number is produced due to an iAthletic processing error, we will review the order, liaise with the club where required, and arrange an appropriate resolution in line with Australian Consumer Law. 

Playing Uniform Size Exchanges 

For playing uniforms ordered in the incorrect size, an exchange may be possible if we have suitable spare stock available. As playing uniforms include player numbers, customers may need to be flexible with the replacement number to ensure there are no clashes within the team and that the club approves the allocation. 

If a customer requires a different size with the same player number and suitable stock is not available, a new uniform will need to be ordered and produced. Standard custom production timelines apply, which may take approximately 6 weeks. 

Cancellation of Custom Uniform Orders 

If a customer cancels a custom or sublimated uniform order while it is still in production, they may be eligible for a refund. Please Contact Us as soon as possible so we can review the order status and confirm the available options. 

Personalised & Customer Specific Items 

Some club, supporter, sublimated, or teamwear items may include standard logos, club branding, or store designs and may still be eligible for a change of mind return, exchange, or refund if they are in brand new, resalable condition and meet our standard return conditions. 

Items that are personalised or customised specifically for the customer, such as items with a name, initials, player number, personal sponsor, customer requested sponsor, or other customer specific details, are not eligible for change of mind returns, exchanges, or refunds.