SUPPORT HUB

Articles in this category

ORDER & DELIVERY

Frequently Asked Questions

Edit Content

DELIVERY INFORMATION

Things you need to know…

- You’ll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped from our warehouse
- All delivery timeframes start from the day after you place the order unless specified.
- Unfortunately, we’re unable to deliver to Military Addresses in EU countries.
- In the unlikely event that you don’t receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us within 7 days of delivery.

Shipping exclusion list

We currently do not ship to the following places:

Afghanistan, Belarus, Burundi, Bonaire, Central African Republic, Cuba, Democratic Republic of Congo, Guadeloupe, Iran, Iraq, Kosovo, Lebanon, Libya, Mali, Martinique, Myanmar, Nicaragua, North Korea, Northern Marianas Islands, Oaxaca Region of Mexico, Pakistan, Réunion, Russia, Somalia, South Georgia and South Sandwich Islands, South Sudan, Sudan, Gauteng Province of South Africa, Syria, St. Barthélemy, St. Martin, St. Pierre and Miquelon, Ukraine, Venezuela, Yemen, Zimbabwe.

More Questions?

Please contact our support team here.

Edit Content

HOW DO I TRACK MY ORDER?

You’ll receive an email once your order has shipped titled “Your Order is on the way“, containing your tracking link.

Alternatively, you can log into your Account Dashboard and track your order there.

Already have a FiTTYACRAFT account?

1. Log into your Account
2. Head to Account > My Orders
3. Check the fulfilment status of your order. If it’s fulfilled, select the order. (If status is not yet fulfilled, try again in 24hrs to allow us a little longer to dispatch your order)
4. Click Track Your Order to be directed to your specific courier tracking

Alternatively, you can use the link provided in your shipping confirmation email.

What if my tracking hasn’t updated?

No stress! Tracking numbers typically update with couriers every 24-48 hours, however, additional delays may occur while your order is in transit.

In the first instance, check your tracking to understand if your order has been held up by the courier due to issues such as an incorrect address or Customs Fees.

If you’ve realised that you’ve entered an incorrect or incomplete address, head to our I want to change my order/address article.

If your tracking hasn’t updated in a few days, don’t panic, your order should still be on the way to you. However, if your tracking hasn’t updated in 6+ working days please get in touch with our Customer Support team who will be able to assist you.

For orders placed to Puerto Rico, Hawaii, US Virgin Islands and Guam, APO and FPO addresses, please allow 14+ days for your tracking to update before contacting our team to investigate your order.

TRACKING UPDATES

This article provides insights into the shipping process and sheds light on potential delays in tracking updates, emphasizing our commitment to transparency and a positive customer experience.

Understanding Tracking Updates

While we strive for real-time tracking, it’s important to note that updates may not appear instantly. Several factors can influence the timeliness of these updates.

Factors Influencing Tracking Updates

Economy shipping

Economy shipping offers a great balance between affordability and reliability, making it an excellent choice for many orders. However, it’s important to note that shipments using economy shipping methods may not be scanned as frequently as expedited options, leading to occasional delays in tracking updates. This can occur when packages are consolidated or routed through various hubs before being scanned at key points. As a result, your package might not show immediate updates after collection or handover to the carrier.

These tracking gaps are common and do not necessarily indicate an issue with the shipment. While it may seem like tracking is paused, rest assured that your package is still on its way through the network as indicated by the shipped status in the dashboard. New updates will typically appear once the package reaches major sorting hubs or is out for delivery. We recommend allowing extra time, especially during periods of high demand, as these occasional delays do not typically impact the final delivery timeframe.

Weekend Delays

Orders shipped on a Friday might experience a weekend delay as they await processing at the sorting station, typically on Monday. Consequently, tracking updates might not appear until after the station resumes operations. Rest assured, these weekend delays are standard and won’t significantly impact the overall delivery timeframe.

Sorting

Upon arrival at the sorting station, your order undergoes scanning, triggering a tracking update. These updates usually appear on the tracking page within 2 business days.

While tracking updates might occasionally experience minor delays, your order is progressing through our network. We are committed to dispatching orders in accordance with the timelines outlined in the order’s event history.

When demand is high

During periods of high demand, tracking updates may occasionally be delayed. To manage increased shipping volumes, carriers may adjust their operations by implementing manual processes or utilizing older equipment that doesn’t always register tracking events in real time. As a result, some packages may not show updates until they reach a destination hub or are out for delivery. While rare, such instances may result in temporary tracking gaps or uncertainty about a package’s progress. We advise waiting patiently in such cases, as new tracking updates are likely to appear within the estimated delivery timeframe.

I WANT TO CHANGE MY ORDER/ADDRESS

Can I cancel my order?

You can cancel your order within 15 minutes of placing it by clicking the ‘Cancel Order’ button in your FiTTYACRAFT account or in your order confirmation email. Unfortunately, we are unable to cancel orders for you once placed.

Once 15 minutes has passed since you placed the order, it can’t be cancelled as it will be getting picked and packed soon in our warehouse.

Can I make a change to my order?

Due to how quickly orders are passed to our warehouse to be shipped, we’re unable to edit orders once placed. This includes;

1. Adding or removing items to your order
2. Changing an item, size or colour
3. Amend delivery address
4. Changing the shipping method or courier
5. Applying a discount code or editing product prices

If you have noticed a mistake in your order you wish to change, you can cancel your order within 15 minutes of placing the order by hitting the ‘cancel order‘ button in your account section or in your order confirmation email.

Can I change my delivery address?

Sadly we cannot change an address with the courier once the order is placed, however it is possible you may be able to get this updated with the courier by contacting them directly.

To do this, please wait until you receive your tracking email directly from the courier as it will contain your tracking number that you can provide to the courier in the hopes they can amend the address for you. Please note this is not guaranteed and services can vary from courier to courier.

*If you input the incorrect address at checkout, we can not be held accountable if the order goes missing and are therefore not liable to refund/replace the order.

More Questions?

Please contact our support team here.

Edit Content

I'VE RECEIVED MY ORDER BUT IT'S WRONG

I’m missing some items from my order

We’re sorry if something’s missing from your order, but don’t worry, it could be because we’ve only shipped part of your order, and the rest of your order will arrive a few days later.

Check if your order will arrive in separate shipments

You can check if your order will arrive in separate packages via your shipping confirmation email titled “Your order is on the way“.

This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email titled “Some items in your order are on the way” containing further information, and the remaining item(s) will arrive shortly afterwards.

Checked your order is correct but still missing an item?

We’re sorry about that!

The item(s) missing may have been out of stock. If we’re unable to fulfil item(s) in your order, we’ll have sent you an email about this – It’s worth checking your junk/spam folder too!

If you’ve checked the above and your order isn’t arriving in separate packages, and we haven’t let you know some of your order is out of stock, please let us know so we can look into this for you.

All claims for orders missing an item(s) must be made within 7 days of the delivery date.

I’ve received a different item to what I ordered

In the unlikely event you’ve receive a wrong item or the wrong order, or your order is damaged in any way, please contact us with the following information and we’ll get it sorted;

1. Your order number
2. The name of the item you didn’t receive
3. A photo and the name of the item you have received (if the wrong item)

All claims for orders received incorrectly due to receiving the wrong item must be made within 14 days of the delivery date.

WHAT IF AN ORDER IS LOST IN THE MAIL?

This article explains what to do if you think your order is late. It provides step-by-step instructions based on the order status.

Checking Your Order Status

You can check the status of your order, the estimated delivery date, and the tracking link from your Dashboard.

Understanding Order Statuses

Once you have accessed your Dashboard, you can determine the appropriate course of action based on the status of your order.

Order on Time

If the estimated delivery date has not passed, your order is still considered to be on time. Please allow a few more days for the package to arrive before contacting FiTTYACRAFT.

Order Not Dispatched

If the estimated delivery date is in the past and the order has not been shipped, your order has not been dispatched. If the order status is still “Printed” (not “Shipped”) even past the estimated delivery date, please reach out to the FiTTYACRAFT Support team for further assistance.

Late Shipping

If the estimated delivery date is in the past and the order has been shipped, your order may be experiencing a shipping delay. In this case, the order status will be “Shipped”. Please check the tracking link for your order, as well as the order status and history.

1. If there are recent updates in the tracking history, please wait for a few more days and continue to monitor the updates before contacting us.
2. If there are no updates for several days, please reach out to the FiTTYACRAFT Support team for further assistance.

Please note that the estimated delivery date provided is based on information from carriers and is not a guarantee. For international shipments, there may be several days in between tracking updates due to customs clearance processes.

Edit Content

CUSTOMS & IMPORT FEES

What is Customs Duty?

When goods are imported into a different country or customs territory, there can be a charge applied called ‘Customs Duty’ that is charged by the local customs authority where the goods are being imported into.

If Customs Duty is required by your territory, you’ll be responsible for paying it to the authorities. Whether Customs Duty is payable, and by how much, depends on your countries specific regulations.

If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.

Do I need to pay Customs Duty fees at FiTTYACRAFT?

You don’t need to pay customs fees when shopping on our USA, UK, Australia, Canada, Norway, Switzerland, France, Germany, Netherland & EU store.

For all other stores, you may face customs charges issued by your local customs authority. Please see below for further information.

What if I don’t pay the Customs Duty?

If you decide to refuse the customs fee, we must confirm with the courier that your parcel will be returned back to FiTTYACRAFT before processing a refund for your order and in some instances a shipping and handling fee may be deducted from your refund.

If you’re still unsure on whether you’ll be subject to customs fees, we recommend contacting your local customs office for more information before placing your order with us.

What is a Sales Tax?

Sales Tax, also known as VAT or GST, is a tax charged on the supply of goods or services. Gymshark is generally registered for Sales Tax in all of the countries it ships to, so we’ll charge you the Sales Tax as part of the checkout process. We collect Sales Tax from you on behalf of the local tax authorities and we then pay this directly to the local tax authority.

More Questions?

Please contact our support team here.