Store FAQs

FAQ'S

  • What forms of payment do you accept?

    We accept Visa, MasterCard, American Express, PayPal and if you’re a Velocity Frequent Flyer you can use your Velocity Points (or a combination of Velocity Points + Visa/MasterCard/American Express to make a purchase). If you’ve been lucky enough to receive an onsport.com.au e-Gift Card you can use that to place orders for fabulous sporting product!

  • What happens if an item is missing from my order?

    Orders can often be sent in multiple satchels/boxes as they may not fit in one satchel/box, or some of the products may have been sent directly to you from one or more of our wholesale partner suppliers. Please contact us via email: contact@onsport.com.au to check the status of your order and if the other products you ordered have not been received within two days of receiving your first part of your order. If in the rare chance we have missed a product off your order, please notify us and we will send it to you immediately. Chances are we have already realised and it's on its way to you before you contact us.

  • What happens if something I order is out of stock?

    Our website removes out-of-stock items from the online store, but occasionally an item sells out at the same time as you place your order. If an item on your order is sold out, we will still ship any other products or confirm any other experience bookings and include an explanation in your package about any excluded items. We will reverse any payment made for an out of stock product or experience.

  • What happens if there is an error during checkout?

    In the unlikely event you experience a technical issue when you submit your order, please call us on 1300 351 461 Mon–Fri, 9am–5pm AEST and we’ll advise if we’ve received your order and whether your transaction has been processed or not.

  • What is Velocity Frequent Flyer?

    Velocity Frequent Flyer is the loyalty program of Virgin Australia. To earn Velocity Points you must be a Member of the program. For further information please visit www.velocityrewards.com.au

  • What Is your return/refund policy?

    See our Returns Policy for detailed information and conditions.

  • What security do you have?

    Your personal information and credit card information is protected by a number of technologies including Verisign’s Secure Sockets Layer (SSL) encryption. Verisign is used and trusted by sites and consumers throughout the world.

  • Where do I send my returns?

    Using the returns label sent to you (either via email or mail – if you haven’t contacted us for a returns label, please email us at contact@onsport.com.au for a return label to be sent to you):

    onsport.com.au returns
    Unit 23 / 30-32 Barcoo Street 
    Roseville NSW 2069
    AUSTRALIA

  • How do I use the Paypal payment option?

    Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "PayPal" option next to the other credit card options and then click on the "Submit" button below. This will then transfer you to PayPal to log in and once you confirm your details in PayPal, you'll be directed back to your shopping cart within onsport.com.au to review and finalise your order total. Simply click the "submit" button and your order will be received by us once you see the order confirmation page within onsport.com.au.

  • Do you ship internationally?

    Yes, we ship internationally to the following countries: New Zealand, Austria, Belgium, Canada, China, Denmark, Fiji, Finland, France, Germany, Greece, Hong Kong, Ireland, Italy, Japan, Malaysia, Netherlands, Norfolk Island, Norway, Samoa, Singapore, Sweden, Switzerland, Taiwan, Tonga, United Kingdom, United States. We ship internationally lightweight apparel ONLY. For fees and further details, see our Delivery Policy.

  • Can I order online and then pick it up?

    No, all orders must be sent to your nominated delivery address. You can however send your order to a business address (i.e. your workplace) if you know you will be at work around the time the delivery will be made or you can have someone else at your delivery address sign for it.

  • Can you deliver to my work address?

    Yes, we can deliver to your place of work. Please ensure to include the Business Name in the delivery address when ordering so the delivery driver can find the address easily. We encourage you to nominate your work address as your delivery address if you are likely to be at work during the week when your order is being delivered as someone must sign for your delivery.

  • How do I use a promotional code?

    To use a promotional code, you need to enter it into the promotional code field on the first page of the shopping cart during the checkout process. The shopping cart will display in the payment summary the discount you have received as a result of using the promotional code. You may only apply one promotional code to your order, you cannot use multiple promotional codes within the same order or transaction.

  • How do I get a returns label?

    First, review the process in the Returns Policy on onsport.com.au and then email us: contact@onsport.com.au. requesting a returns label to be emailed to you or to request a returns sticker to be snail mailed (posted) to you.

  • Do you deliver to PO Box Address?

    Yes, we deliver to any PO Box Address in Australia. There may be a 2-5 business day delay with shipping Fitbit orders to a PO Box.

  • How do I use my onsport.com.au e-Gift Card?

    If you've received an onsport.com.au e-Gift Card and want to use it, add any products that you'd like to your cart and proceed to the checkout. At the third page in the payment cart, you'll have an option to apply an e-Gift Card/e-Voucher code. Insert your code in the gift voucher box and click the button next to the box and your shopping cart will update to reflect the application of your e-Gift Card towards your purchase.

  • How do I track my order once submitted?

    You can check the status of your order by logging into your account and reviewing your order history. Once handed to our delivery provider, AusPost, you’ll be notified that your products are on their way to you and you can then track your order as it wings its way to you! You can do this by using the AusPost tracking number and hyperlink contained in the email we sent you notifying you that your products have been dispatched from our warehouse.

    Alternatively, you can access the tracking number for your products by logging into your account and retrieving it from your order history. You can then enter this tracking number into the ‘track your items’ section in the left hand panel of the AusPost website: http://auspost.com.au/index.html.

  • Can I redeem my Velocity Points on the site?

    By all means! You’re able to use your Velocity Frequent Flyer Points to pay for anything on our site in full (i.e. redeem Velocity Points for the total points price), or you can combine Velocity Points with credit card payment (Points + Pay).

    Some products are designated as Velocity Points & Pay products which menas you must redeem at least 1,000 Velocity Points and then pay any remaining balance via a credit card.

  • Do I get a refund of my Velocity Points if I return an item?

    We are unable to refund Velocity Points under any circumstances. To obtain a refund for products you purchased using Velocity Points, you will need to select your method of refund (Electronic Funds Transfer to your bank account) or credit to an onsport.com.au e-voucher.

  • How do I order a product?

    Click into the product detail page, select your size (if applicable), the quantity you would like to order, then click the “add to cart” button. Note, if all sizes are greyed out and not selectable, this product is temporarily out of stock.

    You can then either proceed to your cart or continue shopping and adding products to your cart. Once you have completed your shopping and are ready to check out, click on the green cart in the top right hand corner of the site to begin the secure checkout process.

  • How do I qualify for FREE shipping?

    You'll qualify for FREE shipping if you place an order exceeding $50 Australian Dollars for delivery to an Australian address only. See Delivery Policy for full details.

  • What do you do with my email address and personal data?

    Your personal data is kept secure on servers at all times as your personal data is transmitted using secure, encrypted pages. Your email address will not be shared with random third parties and certainly will not be sold to third parties. From time to time we may send you email offers that we believe may interest you. We may also share your email address with our supplier partners (wholesalers and experience providers) for the purpose of them getting in touch with you about a product or experience you've ordered or to send you from time to time offers they believe might interest you and be relevant to you. We will never misuse your personal data.

  • Do you pay for my return shipping?

    If you qualify for FREE returns (all orders shipped to an Australian address over the total value of $99 + other conditions - see Returns Policy), we'll pay for the return shipping cost, excluding the cost of any packaging required to return the Goods. See the Returns Policy for conditions and detailed information. Where you do not qualify for free returns, you can either pay the cost of the return yourself, or we can deduct the cost of shipping from your refund.

  • I need my order to be delivered extra quickly, how?

    Please contact us at contact@onsport.com.au or 1300 351 461 advising what products you'd like to purchase and when you require them to be delivered and we'll respond within a few business hours advising whether we are able to meet your rush order.

  • Do I earn Velocity Points on purchases made on the site?

    Yes! You will earn 2 Velocity Points for every $1 spent on the site on every purchase made. From time to time you may earn additional or bonus Velocity Points on all or selected purchases. Look out for information around bonus point promotions in communication from Velocity Frequent Flyer or onsport.com.au.

  • Do you store my credit card details?

    No. onsport.com.au does not store your credit card details. Your credit card details need to be entered each time you make a purachse so that each time they can be separately processed by the secure payment gateway provided by SecurePay and ANZ.

  • What brands do you offer?

    onsport.com.au is proud to offer a wide range of apparel, footwear and equipment from some of the top brands, including: 2XU, adidas, Canterbury, Gilbert, Lorna Jane, Reebok, Running Bare, Rival Swimwear, Speedo, Steeden and more. Click here to view a full list of brands available.

    Our list of new brands and partners grows every few weeks and we are currently in discussions with a range of sporting brands, which we will be making available on our site soon, so please return to onsport.com.au regularly to check our brand list.

  • Am I buying the genuine brand/product?

    Yes, we only deal directly with the main wholesalers or fully approved licensed agents in Australia and overseas (in some cases). We deliver products in their original packaging and only supply genuine products. As a member of the Australian Sporting Goods Association (ASGA), onsport.com.au is a member of the Counterfeit Alert Network. For more information visit: www.counterfeitalertnetwork.com.au

  • Is it safe to use my credit card?

    Absolutely. onsport.com.au understands that your personal information and credit card data is extremely sensitive and important to you. We use a range of electronic and physical security protection devices to protect your personal data and credit card information from unauthorized access, including a high standard of security encryption provided by one of the leaders in internet security, Verisign (www.verisign.com)

  • I received a different item to what I ordered. What do I do?

    On very rare occasions we may pick, pack and send you the wrong products. If you believe this has occurred, please contact us via email: contact@onsport.com.au or call us on 1300 351 461 if it’s urgent.

  • What are the average delivery times?

    onsport.com.au uses Australia Post to deliver directly from any of our distribution centres around Sydney to your doorstep. If you live in a capital city on the East Coast of Australia (Sydney, Brisbane, Melbourne) or surrounding smaller cities, you should receive your order within 2-3 business days of notification that we've dispatched your order (please allow 1-4 business days to dispatch your order). All other regions in Australia should expect delivery to take an additional 2-3 business days. Residents of remote areas of Australia should allow 10-14 business days for delivery. For delivery addresses outside of Australia you should allow up to 15 business days for delivery (excluding customs processing time).

  • How can I see my previous order?

    All orders can be viewed in your account under order history after you have signed into onsport.com.au.

  • How do I find products quickly?

    A quick way to find a sporting good that you are looking for is to type a search term such as brand name and/or product name or product number into the onsport.com.au search bar found in the top right hand corner of the site.

    Enter your search terms in the search bar and press enter/return.

    Alternatively, you can browse our sporting goods range use the main menu (the green bar at the top - you can't miss it!) to navigate through the product and experience categories or browse by the applicable sport.

  • Can I make a purchase in New Zealand Dollars?

    All orders must be paid for in Australian Dollars. The actual amount charged in NZD will depend on the financial institution's exchange rate at the time of processing the transaction.

  • How do I change my order once submitted?

    Once your order is submitted to onsport.com.au, it is received by our distribution centres (fancy name for warehouses) and shortly thereafter your order will be picked, packed and dispatched to our shipping provider, Australia Post.


    It may only be a few hours from the time you submit your order to the time your order is dispatched to our shipping provider.
 Please call us immediately if you have placed an order and you wish to change or cancel it.

    If your order has not been dispatched to our shipping provider, we MAY be able to change your order, including cancelling it.