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ABOUT US

About Sportsmart

Sportsmart is Melbourne's leading Sports Warehouses and we have been is business for over 40years. We pride ourselves on being Melbourne's best community sports store.

We currently have 3 stores around Melbourne- Moorabbin, Northcote and Kilsyth.

Our online customer service, dispatch and head office is located at our Moorabbin store.

Our address is-
85 Cochranes Rd
Moorabbin
Victoria Australia 3189
online@sportsmart.com.au
(03) 9091 5024
Sheldon Park Pty Ltd T/A Sportsmart
ABN 22 640 445 103

Contact Sportsmart online customer service team

Sportsmart Online
85 Cochranes Rd
Moorabbin
Victoria Australia 3189
Ph (03) 9091 5024 (during business hours)
Fax (03) 9553 4257
online@sportsmart.com.au

ORDERING

How to order online

Browse our product range

Browsing our product range is easy.

Products are broken up into categories of products which are located at the top of the page.

You can also search for products by using the search field at the top of the page.

Add products to your cart

Ordering a product is simple- click the blue "ADD TO CART" button and your product is in your cart.

If the product has size options, you'll be required to select your size before adding it to your cart.

Our recent stock on hand is displayed as SOH. If SOH is zero- please contact customer service or your local Sportsmart store to check availability as it may be at another store for you.

A link to your cart is located in the top right hand corner of your page.

Checkout

After you have finished shopping, you can start the checkout process by clicking on the blue button in the shopping cart.

If you are a Smart Card member, you can sign in to your account to retrieve your billing and shipping details.

If you are not already a member, you can sign up during this step so that you can receive the cheaper Smart Card members price if you wish.

You will then be asked to enter your shipping and billing details, please enter all the relevant details correctly. Please also include a contact telephone number so that we can contact you quickly if we need to contact you about your order.

The shipping cost is calculated based upon your delivery address after this step.

Make payment

After this step, select your payment method.

You can pay via credit card by using PayPal.

Customer service policy

Sportsmart aims to provide exceptional customer service and quality products. We aim to ensure that all products listed on the site are in stock and pricing is true and correct.

All orders are processed as soon as we have them. We will notify you if there will be any delays with your products delivery and offer you a solution when we do.

If you have any feedback on our service, please feel free to share with us- feedback@sportsmart.com.au

Sizing

All our footwear sizes listed are the US size.

Product queries

If you have a question about a product, you can contact us via the online customer service during Monday-Friday 9am-5pm and we can answer your query. We do have alot of different products listed, but luckily we have alot of "Experts" on staff who we can transfer you to to answer your more technical questions.

Also- feel free to contact the Sportsmart store and ask product specific questions outside the above times. If you dial 1300 666 111 you'll be transferred to the closest Sportsmart store who can answer your product related question. Unfortunately, the store staff won't be able to answer queries regarding the online store, deliveries or other queries- these queries will need to be directed to the online store customer service staff.

Product availability

Sportsmart online offers product for sale that we expect to be in stock and available for dispatch from our distribution centre. Although the website contains a feature that removes unavailable product from the online store, occasionally a product will sell out before the website is updated. In the unfortunate circumstance where a product you wish to order becomes unavailable, we will advise you so you can consider an alternative product.

Please also note that products in your shopping cart are not reserved and may be purchased by other customers. Unfortunately we are unable to accept back-orders, rainchecks or lay-bys for online orders.

PAYMENTS

Site security

Your personal details (passwords, email address etc) are protected while in transit by 128bit encryption. Additionally Sportsmart does not access or store your credit card information in any way as all payments are managed entirely by the secure PayPal Australia website.

Payment options

We currently accept payments via PayPal. You do not need a PayPal account to pay via PayPal. You can use your credit card, bank account or PayPal account balance to pay us.

PayPal is a secure payment facility. We do not see any credit card details of payments made via PayPal.

For more information about PayPal go to www.paypal.com.au

About PayPal

We currently accept payment online via Credit Card via PayPal.

You do not need a PayPal account to pay via credit card through PayPal.

After selecting PayPal and clicking PAY, you will be directed to the PayPal website to process the payment to us.

PayPal is secure and compiliant with all financial regulations in Australia. We do not see any of your credit card information if you pay via PayPal.

For more information on PayPal please click here.

Currency

All orders are in Australian Dollars (AUD). You can check exchange rates at www.xe.com

SHIPPING & DELIVERY

Shipping options available

We currently only offer standard parcel service through Australia Post for standard products and a Road Express service for Bulky items through carefully screened courier service.

We are looking to add alternative delivery options shortly including In Store Pickup.

Shipping for standard products

Shipping for standard products is a flat $10 per order. Whether you order 1 or 10, the total shipment cost of standard products on one order for delivery anywhere in Australia will be $10 total.

Standard products are shipped via Australia Post. All products are required to be signed for at the delivery destination. If no-one is there, Australia Post will not leave products unattended- they will leave a card for you to take for collection at the nearest post office.

To track the parcel, you can go to the Australia Post website and track the item by the tracking number sent to you.

Please note that tracking only currently starts when the products gets to your local post office.

Delivery times vary around Australia. Orders will be dispatched within 2 - 3 business days from Sportsmart here in Melbourne. For expected delivery times, please check Australia Posts delivery schedule.

If you have any queries regard the delivery of standard products please contact our online customer service team on (03) 9091 5024 or via email at online@sportsmart.com.au

Shipping for bulky products

Bulky products are shipped using 3rd party courier services around Australia. Due to the large nature of the products, the cost of delivery of these items varies based upon the type of product and your delivery areas. We unfortunately cannot offer Bulky goods delivery all around Australia at this stage.

The Bulky goods delivery service you receive is a standard curbside delivery by one person. Due to OHS regulations, you may be required to assist the driver in unloading the item and the delivery service does not include delivery in to your house. If you require delivery into your house or upstairs- please contact our online customer service us to see if this is an option in your area. Please note- As this is not a standard service it may take us a little bit of time to get back to you to confirm that this is possible.

Bulky products are big. Please note the dimensions of the product to verify that the product can fit through all doorways and spaces it is required to before purchasing it. If you are unsure about the product dimensions please contact us. It is your responsibility to check this.

Please let us know if there will be any problem in accessing your property by road. Steep, narrow, low clearance or anything else that makes it difficult for a large heavy vehicle to get to your property.

We will do our best to work around poor access if advised. Please note that if special arrangements are required this may delay delivery estimates and extra charges may apply. We will contact you prior to shipping to authorise these charges.

Standard delivery is Monday - Friday during regular business hours. We are unable to specify delivery times or days however we will work with the courier to make delivery time as convenient as possible. If you are not home during delivery, the courier service will leave a card to contact them to arrange another delivery. If you miss the subsequent delivery, extra charges may apply. If you would like the courier service to leave the product at your house unattended, contact our customer service to complete an AUTHORITY TO LEAVE form.

If the item is damaged, short delivered or the carton is damaged, you must note this on the delivery note the courier ask you to sign and delete Delivered in Good Condition. A signature without this is your acceptance that you received everything in good condition. You must contact us within 2 business days if the delivery is short or damaged so we can rectify this for you.

Purchasing multiple items

For standard products, you are charged a flat $10 per delivery.

For bulky products, you are charged a specified shipping rate for each item.

If you order a bulky AND a standard product, you will be charged $10 for the standard product + the bulky shipping rate for that item.

RETURNS & EXCHANGE

Sportsmart online return policy

If you change your mind for any reason or have made a wrong selection, we will gladly accept the return of your goods for exchange or refunds if it is returned in the exact condition it was received by you within 14 days of your receipt of the goods. Please contact our customer service to organise a Return Authority form (RA#) for you to include with your return. We recommend sending your return via a trackable method of postage to ensure that it gets to us.

Only the product cost is refundable- delivery charges are not.

Extended returns - limited time only

For purchases made from 18th December to 24th December 2013, we are offering an extended returns period until 8th January 2014.

Sportsmart online refund policy

All purchases from Sportsmart are covered by Consumer Guarantees contained in the Australian Consumer Laws (Competition and Consumer Acts 2010). Such guarantees include goods will be of acceptable quality, goods will be ?t for a particular purpose, goods will match their description, goods will match the sample or demonstration model, we will honour any express warranties, you have title to the goods, you have undisturbed possession of the goods and there are no undisclosed securities on the goods.

You are entitled to a refund if there if there is a major failure in the product of one of the above. If there is a minor failure, we can elect to repair the goods or offer a replacement or a refund.

For more information on consumer guarantees you can go to www.accc.gov.au/content/index.phtml/itemId/961800

For Sportsmart full REFUNDS POLICY please click here.

PRIVACY POLICY

This privacy policy has been prepared by Sportsmart in accordance with the provisions of the National Privacy Principles under the Privacy Act 1988. This policy has been prepared for your information so that you are aware of how Sportsmart collects, uses and handles your personal information.

In relation to the Smart Card members club and card program, Sportsmart collects the following personal information from members:

  • name, address and other details provided on the membership form
  • your sports interests and club or association name
  • your purchases made at Sportsmart stores
  • any other information you may provide to us in the course of your dealings with our staff. For example, payment details.

Sportsmart uses the information we collect about you to operate and administer the Smart Card program and to provide you with information regarding your personal sports interests or preferences. We will also use your personal information to send you marketing material relating to sporting products sold by Sportsmart as well as topical sports information. We may disclose your personal information to third parties that assist us to administer, analyse or process the Smart Card system. We may also disclose your personal information to law enforcement bodies for the purpose of detecting or preventing fraud, or as required by law.

We take all reasonable steps to protect your information from unauthorised access, use or disclosure.

If you no longer wish to use the Sportsmart Smart Card or to be a member of the Sportsmart Smart Card program, please advise Sportsmart and we will remove your details from the Smart Card database.

You are able to obtain details of all your personal information held by Sportsmart at any time by contacting Sportsmart via email at privacy@sportsmart.com.au.

If your personal information becomes incorrect at any time (for example, if you change address) you may update it by notifying your local Sportsmart store.

By using the Sportsmart Smart Card and agreeing to be a member of the Smart Card program you consent to the use and disclosure of your personal information for the above purposes.

COMPLAINTS POLICY

At Sportsmart, we are committed to ensuring that all our staff members deal with complaints efficiently and fairly. We wish to work in a cooperative and productive way with our customers and staff to ensure that complaints are handled to the satisfaction of the complainant and our company.

In order to demonstrate this commitment to our customers, we have assigned this responsibility to our Complaints Coordinator.

Our Complaints Coordinator will ensure that complaints are handled:

  • with fairness - to both the complainant and our company, or the person against whom the complaint is made; and
  • with adequate resources - to ensure that the matter is resolved efficiently and to our customer's satisfaction.

We also demonstrate our commitment to proper complaints handling by publishing this policy so that customers are aware of our approach, and also by making a copy of this policy available to customers, staff and any other interested parties upon request. Our Complaints Coordinator will be pleased to explain this policy to you upon request.

How to make a complaint

To ensure that we properly understand your complaint, please submit it in writing to our Complaints Coordinator. Our Complaints Coordinator can assist you to make your complaint in writing if required.

To submit your complaint:
Email: complaints@sportsmart.com.au
Fax: 03 9553 4257
Mail: 85 Cochranes Rd, Moorabbin VIC 3189

How we deal with complaints

Our Complaints Coordinator will contact you with a response to your complaint no later than two working days from the date the complaint was made. This response will detail the steps taken to investigate your complaint and will suggest fair and reasonable remedies to resolve the situation.

To assist us with our goal of continuous improvement, we will keep a record of all complaints made and the outcome. This will allow us to appropriately deal with any systemic or recurring problems within our company.

Our Complaints Coordinator provides a six-monthly report to Sportsmart's management, which contains a summary of complaints made (including details of the investigation process and the outcome) for each complaint lodged during that period.

If you are dissatisfied with the handling of a complaint, you may seek review of the matter by contacting the Director by email (shopsmart@sportsmart.com.au), fax (03 9553 4257) or mail (Attn: Director, 85 Cochranes Rd, Moorabbin VIC 3189).

TERMS & CONDITIONS

Sportsmart.com.au is the shopping website of Australian Sports Supplies Pty Ltd T/AS Sportsmart Online (Website) that allows consumers to browse, select and purchase products from Australian Sports Supplies Pty Ltd T/AS Sportsmart Online ABN14 071 756 940 (Sportsmart Website).

Use of the Sportsmart Website is subject to acceptance of these Terms and Conditions.

Disclaimer and Liability

Every effort has been made to ensure the information contained on the Website is correct, however Sportsmart makes no warranty as the accuracy, comprehensiveness, or correctness of any products on the Website, and provides all products on an "as is" basis.

Sportsmart, including our partners, directors, officers, shareholders, employees, agents, contractors, and other third parties associated with running the Website, to the maximum extent permitted by law, disclaim all liability and responsibility for any loss or damage that might be suffered by you or any third party caused by the Website or the products sold on it INCLUDING, WITHOUT LIMITATION, LOSS OR DAMAGE SUFFERED AS A RESULT OF NEGLIGENCE.

Orders

Any order placed by you on this website is an offer by you to purchase a particular product for a price (including the delivery and other charges) specified on the site. Sportsmart reserves the right to accept or reject the offer for any reason including without limitation the unavailability of any product, an error in the price of the product, an error in the product description and any other reason at Sportsmart's discretion. Your contract with Sportsmart only comes into existence when the order is verified as valid. The processing or making of payment does not constitute the verification as valid of your order with Sportsmart. The receipt of an Order Confirmation email is acknowledgement that your offer has been received- this does not constitute acceptance of your offer by Sportsmart.

Order Cancellations

You may cancel you order or parts of your order before the order is dispatched by Sportsmart.

Sportsmart will not charge you for the orders cancelled nor will we charge you a cancellation fee.

However, once the order is dispatched for delivery you are unable to cancel the order.

Sportsmart also reserves the right to cancel your order if:

  • You provide an unauthorised credit card
  • We are unable to process payment on the credit card provided
  • You provide invalid personal details
  • The product has become unavailable

Sportsmart will notify you before cancelling your order.

Privacy

Sportsmart takes the security of your personal information very seriously.

For more information please see our privacy policy.

Personal Information

In order to purchase products from the Website, you will need to create a Sportsmart account prior to making a purchase. You must also create a Sportsmart account to engage with the Sportsmart community to make comments on our Website.

As an account holder you are required to provide Sportsmart with accurate personal information. Provision of another person's details as your own will not be deemed acceptable.

Any personal information collected by Sportsmart shall not be disclosed to any third party unrelated to the Sportsmart's business unless such a disclosure is authorised or required by law, or you have expressly consented to such a disclosure. Sportsmart otherwise relies on its Privacy Policy.

Credit Card Information & Payment

Credit card information collected for the purpose of payment of products purchased at Sportsmart will be stored securely using a PCI DSS compliant solution.

Credit card information will be masked on your account and will not be visible to Sportsmart Customer Service operators.

Provision of credit card information as payment for the product/s constitutes an agreement of your purchase of the selected product/s.

You must not pay or attempt to pay for product/s using fraudulent credit card information.

Security of Your Account

If you create an account with Sportsmart you will be required to provide a password. You acknowledge that you are solely responsible for maintaining the security of your password.

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