Frequently Asked Questions
Welcome to our FAQ section, your go-to resource for all your questions and inquiries! We believe that knowledge is power, and we’ve created this great FAQ to empower you with all the answers you need.
Instant Solutions: No more waiting for email responses or customer support. Find answers to your questions instantly, 24/7.
Time-Saving: Skip the research phase and get back to what matters most to you.
Confidence: Armed with information, you can make informed decisions and feel confident in your choices.
Efficiency: Streamline your experience with our products or services by knowing how they work inside out.
Frequently Updated: Our FAQ is regularly updated to keep you informed about the latest developments and improvements.
Accessibility: Whether you’re a novice or an expert, our FAQ caters to all levels of understanding.
At Fitness Union, we believe that answers lead to progress, and we’re committed to making sure you have all the answers you need, right at your fingertips. Explore our FAQ section and unlock a world of information today!
GENERAL
How does our sizes work?
Well, very normal. We do show a size chart in both centimetres and inches for UK and US sizes. You can find the size guide on the product pages as one of the product images.
You can’t seem to login, or you have maybe forgotten your password etc?
After about 22 failed attempts you can now fully and angrily confirm that you are having trouble logging in. Well, no need to scream and have an angry face.
Email us at general(at)fuactivewear(dot)com if the login page gives you an error other than ‘incorrect password’ or ‘incorrect email’.
If it’s that you maybe forgot your password, then click on the ‘forgot password’ button on the login screen. You will be asked to enter your email address on the next page. Please make sure to enter the correct email address you are sure to have linked to your Fitness Union profile.
Once you enter it and hit send, you will receive an email to change your password. Open the email and click on the link to change password. Another page will open where you can type in your new password. If the wrong email address, you won’t receive the needed email.
You have already sent us an email, either good or bad, but you are still awaiting a reply?
We aim to get through all emails as soon as possible as we love adding deadlines to everything we do, but proper deadlines, not some random “forever” deadlines. Please do bear with us as we receive a high volume of emails and orders. We will get back to your query as soon as possible, promise!
ORDERS, SHIPPING & DELIVERY
How can you pay for your awesome order?
We accept payment for your order from PayPal, Visa and MasterCard and many more. We only accept online payments, no Cash on Delivery (CoD).
Don’t let the “South African Rand (ZAR)” scare you off! We ship internationally, because awesome shouldn’t be limited by geography (or slightly obscure currencies). Our store operates in Rands, but fear not, we have a friendly currency sherpa (aka forex converter) that’ll show you the price in your own familiar currency. When you checkout, we’ll handle the conversion to South African Rands for you, absolutely free! No extra costs. So explore our extremely awesome activewear and conquer your shopping cart, because the Rand is just a gateway to international shopping success, with none of the conversion confusion.
How will you ever know whether the order was successfully placed, and you will soon receive your great apparel?
Once you have placed an order, you will receive a confirmation email showing the items ordered with all relevant details of the transaction. If you have yet to receive the email, and you are starting to wonder about life, please do check your email’s spam folder – you will probably find it there.
When will we charge you?
Well, we prefer immediately. This will then help us also to get started on your order immediately, and once completed, we will ship immediately. So always make sure you have the needed amount or credit limit on your account/card. For some of you not able to fully pay the amount immediately, we also have the options to pay later, or use flexible payment methods.
How safe and secure are your credit card and personal info?
All credit card transactions on our website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. These details will be fully encrypted and only used to process card transactions which you have initiated.
How does our production and shipping times work?
To start off with, each country or even region per country is different. Yes, we are all different as human beings, so the same with where you live and the delivery services to your location.
Also, we would like to let you know that our products are made to order, which means that they take a little bit longer to ship than products that are mass-produced. REMEMBER – we don’t waste tons of material by mass producing. WHY? Trends change, brands overproduce, and consumers move on. Most of these overproduced clothing end up in landfills within a year.
We include a normal shipping time of around 10-20 days, again, it depends on where you live. However, OBVIOUSLY you can select a very quick delivery method. These options are always expensive. Instead of using that amount of money for Express Delivery, we will advise you to rather use that amount of money to buy some extra Fitness Union apparel, instead of using it for quicker delivery.
We ship all over the world. However, there are very remote areas with longer delivery times. Sometimes up to a month. Please check below to see whether your country is part of the list of remote areas. We are sorry for the inconvenience it may cause.
And then, some very important and logistical issues we are NOT responsible for and have no control over: banking holidays, public holidays, political movement or interference, natural disaster or risks, military control, warfare, force majeure factors, and customs confiscation.
Remote Areas:
Albania, Algeria, Andorra, Angola, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Bahrain, Benin, Bolivia, Bosnia and Herzegovina, Brazil, Burkina-faso, Burundi, Central African Republic, Chad, Chile, Dominica, Dominican Republic, Egypt, Equatorial Guinea, Ethiopia, Guatemala, Iceland, India, Iran, Iraq, Israel, Jamaica, Jordan, Oman, Pakistan, Paraguay, Puerto Rico, Sao Tome and Principe, Saudi Arabia, Solomon Is, Somali, South Korea, Sudan, Suriname, Swaziland, Tanzania, The Republic of Belarus, Togo, Trinidad and Tobago, Tunisia, Turkey, Uganda, Uruguay, US Hawaii, Venezuela, Yemen, Zambia.
Do we deliver to PO Boxes, BFPO or APO addresses?
Unfortunately, that’s a no. You will need to provide us with full residential or commercial addresses as we need a sign-off and confirmation of delivery.
What if we need to deliver, but you are not at the specified delivery address?
We understand that you may not be available to receive your package. A signature is not always 100% required for the parcel. It depends on the delivery service in charge. Our delivery team can deliver your parcel to anyone available at the specified address. PLEASE just make sure you provided the correct delivery address and do trust the person who will receive the parcel. We will not be held responsible for an incorrect delivery address or a strange unknown being stating it knows you and is assigned to receive the package.
What do we charge for shipping?
Your shipping totals will show on the page once you are to order. We do offer free shipping once you reach the needed total amount as indicated. You will have the option to select Express Shipping for very quick delivery, but it’s expensive, and we don’t offer free Express Shipping at any total amount ordered. Unless you order millions, then sure, free Express Shipping!!
Will you be charged Customs and Import Duties?
We are almost certain you know by now the answer to this question, however, let’s give you a quick rundown. Unfortunately, we cannot control any customs charges or import duties which are applied on your package by your local customs. Taxes and Custom Duties will be charged upon the package reaching the destination country. You as the customer, are liable for all import duties, customs and local sales taxes levied by the country you reside in; payment of these fees is necessary to release your order from customs.
Bad news is, as Fitness Union, we cannot control any customs charges or import duties which are applied on your package by your local customs. Here’s the good news though, custom duties are not applicable on all orders and all countries.
What shipping providers do we use?
Our shipping partners are not limited to a few as we use the best available at that very moment. The following are only some of the many courier services we trust – FedEx, DHL, DPD, USPS, GLS, JD Worldwide etc.
Where is your order, and can you track it?
Once your order is placed and processed, you’ll receive an email confirmation which includes all the relevant details regarding your order. Once shipped, you will be informed, and you can also go check the status by visiting https://fitnessunion2023afte.aftership.com
If your order did not arrive within the shipping time, then email us at issues(at)fitness-union(dot)com
RETURNS & EXCHANGES
What to do if you maybe ordered the wrong item, or entered the wrong delivery address?
Firstly, PLEASE always double check the items, sizes, and delivery address before you submit the order. Now, the bad news is, the longer you wait to inform us, the less likely it will be for us to try and do anything about it. If wrong item or address, still notify us, we will do our best to fix the issue. If it’s too late and the address provided is incorrect, maybe try and contact the inhabitants of that address and try to resolve the issue. If you ordered the incorrect item from us, you would have to wait till you receive your order and then return it to us. In both cases, we are not responsible for the delivery charges if you incurred any.
Please inform us of any issue ASAP at general(at)fuactivewear(dot)com
Received your order but have an issue and are unhappy?
Any of the following reasons are valid: incorrect size, incorrect color, incorrect item, faulty item.
We prefer to believe the best of everyone, so we believe you. If for any real reason you are not satisfied with the product color, size, incorrect item, or faulty item, and want to exchange or receive refund, please make sure your very first step is to email us within the first 7 days after delivery at general(at)fitness-union(dot)com – and please add all the following information:
- Your Order ID number, or the receipt
- Pictures for evidence of the faulty or incorrect item, and please include the FU logo.
- Description of the issues you have and why faulty.
- Any relevant contact information so that we can get hold of you asap.
This will have our very bored but intelligent assessment team check and confirm your reasoning for return or exchange. If we need you to return the product, it must be sent back to us in the original condition with all tags. Here at Fitness Union, we would like to build our brand with a positive vibe, so we offer free exchanges for our customers for wrong sizes or faulty products, or we will come to an agreement that makes much more sense if exchanges work out as a loss for both parties.
Some items and conditions might make it non-returnable
We as humans don’t really make mistakes, but it might happen. So, if you ordered something and you then think to rather return or exchange because of a more personal reason, unfortunately there are some products with more admin or hygiene regulations.
- If an item is marked as ‘Final Sale’, this item is non-returnable.
- Socks can be returned if they are sealed in their original packaging.
- All Bottles are non-returnable due to hygiene reasons.
- Personalized items can’t be returned.
To receive a full refund on eligible returns, all items must be returned to us unworn, unused, unwashed and in the same condition you received them. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund. The returns parcel must contain the return label and invoice. Not adhering to this guideline will result in process delays and rejection.
On return, all items are inspected by our very bored but intelligent assessment team.
You just placed an order, but you are having second thoughts and want to cancel it?
Email us IMMEDIATELY. If you fail to email us and the order has already been shipped, wait for the order to arrive. Once delivered, send it back to us within 7 days. Also add the tracking # and info to the email. As our facility receives your returned package, we will refund your order.
Please note that you as the customer will be the one responsible for the return delivery charges. Also note, the package is not to be opened as you planned to cancel the order. If you did open it though, maybe have a peak at it, and experience the “mind-changing” feeling, and just cancel the return, keep it, wear it, love it!
Please return package to the following address:
Fitness Union (PTY) LTD
PostNet – Bloempark Centre
Faan Ferreira Avenue
Langenhovenpark
Bloemfontein
9301
South Africa
How will exchanges or refunds impact your pocket?
The customer must pay for the returns and once the returns are received, we will send you the exchanges on our cost. Or if you decide not to receive the exchanges and rather cancel the order, we will gladly provide you the cost of the item (excluding shipping costs).
How long will a return or exchange take to get to us?
Good question! Depending on the country you’re from & the returns courier you choose when returning your item(s), delivery times back to our place of business can vary from about a week to around 60-days. We advise checking your return tracking, (if the courier you chose to return your items with do provide one) and look out for an update that states it’s been ‘Returned’, ‘Delivered’, ‘Returned to Warehouse’ or similar. This means the item(s) is back in our possession and will be checked and scanned by our team within 7 days. Sit tight, and we’ll be in touch via email once the return has been processed to confirm your refund.
How long will you need to wait for the return to be refunded?
Once received, and processed, your refund can take 5 days to appear in your account, once released by your bank. If it takes longer, please do follow-up with your bank.