Frequently Asked Questions

Ordering & Payments

How do I know that my order has been received on your website? 

You will receive an Order Confirmation email within 5 minutes of your purchase. Please check your junk folder as it sometimes may end up in there.

What if I don’t receive my order confirmation? 

Please first of all check your junk folder as it sometimes may end up in there. If you have done this and have not been able to locate the email confirmation please contact us at support@levelupgymapparel.com.au and we will resend it to as soon as possible.

I just placed my order, can I cancel or change my order? 

Processing begins immediately to ensure we can dispatch your items as soon as possible, so once an order has been processed we cannot cancel or make changes.

Can I change the delivery address once the item has been dispatched? 

Please ensure the address is correct as we are unable to redirect orders once they have been dispatched.

What payment methods are accepted?  

We accept American Express, Visa, Mastercard, PayPal, Apple Pay, Google Pay, After Pay, Union Pay & Shop Pay. 

If an item is out of stock how will I know when it will return? 

For all out of stock items, we provide a ‘notify me’ option which allows you to enter your email address. Once the item/s are back in stock you will be notified via the email provided.

Can I buy a gift card?  

Unfortunately we do not currently offer gift cards

How do I use a discount code?  

During checkout, a discount code box will present. Please ensure to enter the relevant discount code with no spaces. Once entered the discount code will be applied to your cart.

Shipping

Where do you ship to?  

We ship worldwide. Please visit our Shipping & Delivery Page for further information.

What carrier do you ship with?

We ship all orders through Australia Post. All deliveries are automatically booked as authority to leave to ensure a smooth delivery experience for the recipient and reduce the need for the recipient to have to organise a re-delivery or collect the parcel from a local collection point.

When will my order be sent out?  

We endeavor to have your order sent to you as soon as possible. However please allow up to 48 hours for your order to be fulfilled in non-peak periods. 

Can I track my order? 

Yes. You will receive a confirmation email once your order has been processed and dispatched. In this email you will find a tracking link. If you haven't received an email your order can take up to 48 hours for the tracking to be updated.

How long will my order take to arrive? 

Australia: Once your order has been dispatched you will be sent a tracking number through the email confirmation. Pending on your location and method of delivery selected at checkout your estimated shipping times are as per below: 

  • Standard (Arrives in 2-14 business days) 
  • Express (Arrives in 1-3 business days) 

 

Worldwide: Once your order has been dispatched you will be sent a tracking number through the email confirmation. All orders are dispatched directly from Australia.  

Worldwide Estimated Delivery: 

  • New Zealand: 4-11 business days 
  • Asia: 10- 20 business days 
  • United States: 10-28 business days 
  • Canada: 10-28 business days 
  • United Kingdom: 5-18 business days 
  • EU: 5-20 business days 
  • Rest of the world: 14-30 business days 

 

What are the shipping costs? 

  • We offer free standard shipping across Australia on all orders over $99.  
  • Any orders under $99 will incur a $10 fee for standard shipping or $15 for Express shipping.
  • International shipping is a flat rate of AUD $15.00

Do you deliver to PO Boxes?  

Yes we do deliver to PO boxes.

Is there a customs or import tax charge for international orders?  

Pending on the country of residence, you may encounter customs and import tax charges issued by your local customs authority. Unfortunately we cannot determine the exact amount you will be charged as each country varies widely.  

For more information visit our Shipping & Delivery Page

What do I do if I think my order has gone missing? 

  • If the tracking number shows that the order has been delivered, please check your surroundings in case it has been left in a safe place by the courier. If it is still not located please contact the courier to assist in tracking down the order.  
  • If this is not successful, please contact us as soon as possible via the Contact Us page or at support@levelupgymapparel.com.au so we can begin working with the courier to resolve the issue.   

Returns & Exchanges

How do I Exchange/Return my order?  

Please refer to our Returns Policy

Return shipping fees? 

Customers are responsible for covering the costs of return shipping. Please visit the Australia Post website for fee information.

How long does it take to process my return?  

Once the return application and item/s have been received by our customer service team, it can take up to 5 business days for the credit or exchange to be issued.

I received my item as a gift, can I return it? 

Yes, you can return it for a credit note to the same value it was purchased for.

Please refer to our return page for further details

Can I return multiple orders back with one shipping label? 

  • Each order must be shipped separately as each shipping label contains a unique barcode that is exclusive to the original order. 
  • Using one shipping label can result in the item/s not being received by us or a delay in the return being processed.   

Can I return a sales item? 

Unfortunately our sales items are final sale and are unable to be returned. We recommend carefully reviewing the product details, description and sizing to ensure you are making an informed decision prior to proceeding with your purchase.

Can I return an item if I have removed the tags?  

All items must be returned with their original tags intact and inside the item/s original packaging. 

Products & Sizing

What is your sizing? 

Please refer to the sizing chart to ensure you select the correct size for a comfortable fit. For shorts and leggings, if you are between sizes, we recommend choosing the larger size to prevent stretching or potential damage.

How do I care for my items? 

  • Wash in Cold Water: Always use cold water to preserve fabric integrity and prevent shrinking or fading. 
  • Use Mild Detergent: Choose a gentle detergent to avoid damaging the fibres and maintain the fabric’s performance. 
  • Avoid Fabric Softeners: These can break down the moisture-wicking properties and affect breathability. 
  • Air Dry or Low Heat: To retain elasticity and prevent wear and tear, air dry or use a tumble dryer on a low heat setting. 
  • Avoid Bleach and Ironing: Do not bleach or iron as it can damage the fabric and affect its appearance and functionality. 
  • Wash Inside Out: Turn garments inside out to reduce friction and preserve the outer fabric. 

Is there a warranty on items? 

Product Warranty 

At Level Up, we are committed to delivering high-quality gym wear. If you receive an item that is defective due to a manufacturing error, such as issues with stitching or fabric, we are happy to assist with a return or exchange. 

Warranty Details: 

  • Coverage: We offer a warranty on defects in materials or craftsmanship, including stitching problems or fabric issues. 
  • Timeframe: If your item is defective, you can return or exchange it within 30 days of purchase. 
  • How to Return: Please contact our customer service team with your order details, and we'll guide you through the return or exchange process. 
  • This warranty does not cover damage from wear and tear or misuse. For full details, please see our returns policy