Frequently Asked Questions

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Can I order by telephone? Top

Certainly.

Telephone us on 07 3847 6577, our office hours are 9am - 6pm Monday to Friday, outside these hours there is always an answering machine on. If we cannot take your call we are probably helping other customers and so please leave you name and telephone number and we will telephone you back for your order.

How much does delivery cost? Top

Delivery in Australia, is FREE for orders over $150, under $150 it costs $9.95. We also offer a collect instore option whereby orders under $150 are also free if you are prepared to pick your order up from our store. This option suits busy people who don't have the time to shop instore. For a full breakdown of shipping costs click here.

How can I contact you? Top

You can contact us by Telephone, Fax, Email or Letter. We welcome customers contacting us for any reason whether it be a complaint or a compliment.

How can I get details of my order progression? Top

If you log in to your account and go to the tracking messages section you can view details of your order progression. Alternatively you can contact our customer services and we will be happy to advise you of your orders progress.

Orders are usually despatched with 1 - 2 days. If there are likely to be problems with an order or an order is likely to be delayed we will contact you as soon as possible to explain the reason. If you do not wish to wait we will give you suggestions of alternatives or offer a full refund. The choice will always be yours.

How fast will you respond to my email? Top

We respond to all queries as quickly as possible, usually within 1 working day.

Are you VAT registered? Top

Yes, our registration number is 260 4829 2449 and all prices on our site include VAT at the appropriate rate.

How can I pay for my order? Top

If you use our online ordering system you can pay by Credit Card, Debit Card and PayPal. You can also use our offline ordering system where you can pay by Cheque, Postal Order or Cash. However, we advise our customers not to send cash through the post unless 100% necessary and then by recorded delivery only.

How can I place an order? Top

You can place an order via our online ordering system, or alternatively you can place an order by telephone, fax, email or post. If you decide to place an order by email please DO NOT send us your credit card details in the email we will telephone you back and ask for them.

How do I buy? Top

When you have placed the items you wish to purchase in your online basket simply click on the checkout button located at the top of the menu on the left hand side of your screen. This will then take you to our ordering page where you are requested to input your delivery details and payment details.

How do I return goods to you? Top

Due to the nature of many of our goods and the copyright issue with books and DVDs/Videos, we are unable to accept returns for refund or credit, unless a product is faulty.

If you have purchased supplements, please return them to us within 7 days (the supplements seal must not be damaged at all) stating whether you would like a replacement or refund with your order number, name and address. We will contact you regarding any possible postal charges that might occur due to return shipping. In the case of products being faulity (evidence required), we will send you a like for like replacement.

If you have purchased clothing, which does not fit, please return it to us within 7 days (in a resaleable condition) stating which size you would prefer along with your order number, name and address.

The address to return your items to is:
M&M Fitness Cooparoo
Shop 1 / 321 Chatsworth Rd
Coorparoo
Queensland 4151

We recommend that you return items to us using Australia Post Recorded Delivery to ensure that the package can be tracked.

How do I shop? Top

You can navigate our site by clicking on the menu on the left hand side of your screen. When you find an item you wish to purchase select the size and flavour (if any) from the dropdown menus, select the quantity you wish to order (the default is one) and click the buy button.

When you have all of the item you wish to purchase click on the checkout button at the top of the menu. You will then be taken to our checkout pages.

How will my products be shipped? Top

We use Australia Post and Fastway Courriers to ship the majority of our products. Larger orders and larger items are sent using adhoc services.

Is your online ordering system safe? Top

Yes, a company called eWay does our credit card handling. These people specialise in credit card purchasing via the Internet and use the latest 128-bit encryption technology. The credit card number is checked against your address for verification and if there are any discontinuities the transaction will not be authorised. It is so safe that we would recommend people use this service instead of sending credit card details through the post.

In addition to these checks we take a random number of our customers and contact them to confirm they have recently placed an order online. In line with our discretion policy we will always introduce ourselves as M&M Fitness Ltd and check to ensure it is convenient for you to talk, if it is not convenient to talk give us a time to ring back and we will do so. We will NEVER offer the information of what was ordered, however we may ask you to tell us one or two items that were ordered.

The most important thing to note, if you are one of the random samples, is that we will NEVER ask you to give us your full credit card details again unless you are placing another order. Therefore DO NOT volunteer this information.

What do the sizes equate to? Top

A full size chart can be located by clicking on the Size Guide button (comming soon).

What do you do with my personal details? Top

We respect your privacy and as such you can be rest assured that we never pass on your details to other parties.

What if I have a query? Top

If you have a query you can use our online form, email us, or telephone us on 07 3847 6577 and we will gladly answer any questions you have. If you telephone us and you get an answer machine it is probably because we are dealing with other customers, please leave you name, contact number and brief details of your query and we will telephone you back. We return all messages within 24 hours.

What if I want to cancel my order? Top

If you wish to cancel your order please contact us as soon as possible. After the order has been sent and you wish to return it, you will be required to send the products back before we can refund your order.

What if you cannot obtain the item I have ordered? Top

If we cannot obtain an item (i.e. if our suppliers have stopped producing the item), we will endevour to obtain a next best alternative for you that is at least equal to the value of the item you originally ordered. If it is not possible we shall contact you and ask if there is anything else you would like or whether you would like a refund.

What will show on my credit card statement? Top

The name that will show on your statement is M&M Fitness.

When will I receive my goods? Top

Orders are usually despatched with 1 - 3 days. Our current statistics are 98% of orders despatched within 1 working day, 99% of orders despatched within 7 days, 100% of orders despatched within 10 days. If we cannot dispatch your order within this time frame we will notify you and determine if you would like an alternative.

When do you class the transaction as being completed? Top

We class the transaction as being accepted by us when the goods are despatched to you, the customer.

Will my order carry a guarantee? Top

If any item is faulty we will happily exchange it for you. You can cancel an order upto 8 working days after receipt, you must then arrange for the items to be retruned to us. Due to the personal nature of most of our products we can only exchange items that are unused, this is something that we are sure you can appreciate and cannot offer refunds or credits on items of a personal nature or on books and DVDs/Videos where the seal is not intact (due to the copyright issue). Please enclose with the item a brief letter explaining the problem and containing your name, address and order number.

How are bulk buy discounts calculated? Top

Bulk buy discounts are based on a percentage of the lowest priced product in the deal that is added to the basket. For example a free item is calculated as 100% of the price of the cheapest item off your shopping.

If a multiple of the offer is purchased then the discount will be a multiple of the lowest priced item. For example if the lowest priced item costs $3.00 and two lots of the deal are purchased, the money saved (on a get one free deal) will be $6.00.

What does discontinued mean? Top

Unfortunately all suppliers discontinue lines from time to time. If this happens with one of your items we will mark it on your order and refund the cost of the item to you.

What does to follow mean? Top

We try to keep as many items in stock as is possible,however occasionally we are out of stock of some items whilst we wait for a delivery from one of our many suppliers. If this happens with one of the items you have ordered we will send the rest of your order to you. The outstanding item (or to follow item) will then be sent to you as soon as we receive it from our supplier.

Please note that any to follow items are sent to you at no further expense to you, we cover the extra postage costs.

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