Sportime's Customer Care

Your Account

Opening An Account

Opening an account is easy. Simply click “Log In” (from our home page) or when you place an order, you will be prompted to “Sign in”. Click on the “Sign Up” button under New Customers. Then enter in your details on the “My Account” page and click “Submit”. Your Login ID will be your email address.

An account offers you an easy way to order. It also serves as a way to track your order and receive e-mails about your order.

Account Benefits

By setting up an online account with us, you will benefit by:

        •News & Exclusive Offers. Receive email updates on specials and sales.
        •Order History. Your account stores information about your past and current orders. It also allows you to track your current orders.
        •Faster Checkout. Your account automatically stores your delivery and billing address for a faster checkout.

To View Or Update Any Of Your Account Information

Simply Login to your account and click:

        •View or Change my account Information, to modify your personal details.
        •View or Change entries in my address book, to modify or add a new billing or shipping address.
        •Change my account password, to modify your password.

Shopping On Our Site

Finding Products

There are two ways to find the products you are looking for: Searching by Keywords in the search box or by Browsing the links from the Home Page.

More Information about Products

For more information about a product you see, simply click on the product. This will take you to a Product Detail page that provides a full description of the product.

Adding Products to Your Shopping Cart

To add products to your Shopping Cart, follow these simple steps:

        • Before adding a product to your Shopping Cart from the “Product Detail” page, it may be necessary to choose a size and/or colour for the product you are about to purchase.
        • Enter a quantity in the “Add Cart” box and click “Add this to my cart”.
        • You can also add products directly from the Product Listing page by entering in a quantity in the “Add Box” next to the product and clicking on the “Add selected products to cart” button.

Your Shopping Cart

When you are shopping and add a product to your cart, it is saved in your Shopping Cart. You can view your shopping cart at any stage by clicking on the “Shopping Cart” link at the top of the page.
Products you place in your Shopping Cart will remain there until they are purchased or removed. Options in the Shopping Cart:

        • Review your order. To ensure that everything that you have in your cart is correctly detailed (colour, size & quantity).
        • Update the quantity. To do this, simply type in the new quantity you wish to purchase in the quantity box.
        • Remove an item from your Shopping Cart. To remove an item, click on the Rubbish Bin icon (next to the Total Price).
        • Return to shopping. If you wish to continue shopping click on "Back to Shopping".
        • Proceed Checkout. When you are ready to purchase your product(s), click on "Go to Checkout."

Freight Charges

Sportime are committed to despatching and delivering your order as quickly as possible. Freight (shipping) charges are calculated on the size and weight of each product. Your shipping destination determines which method of shipping (Australia Post or Courier) is used.

Our standard freight charges are approximately 10% of the price of our normal products and 15% of the price of our heavy and/or bulky items. Products which are considered heavy and/or bulky have this indicated on their product description page and will have additional freight charges. The additional freight is calculated on the size of the product and location of delivery. You will be notified if the cost exceeds 15%.

Examples of heavy and/or bulk items are: Swing Sets; Basketball Towers; High Jump Mats; Exercise machines such as treadmills and bikes; and Ball Cages.

If you require urgent or express delivery please contacts our Customer Care Consultant on: 1800 335 041 to arrange this.

International Orders

Check Out

To complete your purchase follow the below steps:

        • If you are a new customer and do not have an online account, follow these simple Checkout steps.
        • If you are a returning customer and have an online account with us, follow the checkout steps detailed under “Returning Customers”.

New Customers

1) Sign In. You will be prompted to create an account.

Benefits of creating an account:

        • Your email is your Sportime Online Identification number and also where all the correspondence about your order will be sent.
        • Your account provides a quicker check out and and allows you to track your current and previous orders. For security reasons a password is required to ensure that only you can access your account.

To create an account simply enter in your details on the “My Account” page and click submit.

2) Shipping. Your shipping address will automatically appear as the address that you listed when signing up for an account. If this address is not where you would like the products to be delivered, simply click on the Change My Address button.

        • Select Shipping Method. Select a shipping method for your product(s) and click "Continue Checkout."

3) Payment Information. Here, you must check your billing address and enter your payment method.

        • Reminder: For security reasons, your billing address must be the sames as the address that appears on your credit card statement.
        • If you have a Promotion or Discount Code, enter it in the box "Redemption Code".
        • Review your billing information, select a payment method and click "Continue Checkout".

4) Order Confirmation. The Order Confirmation page allows you to review your entire order, including your shipping address, shipping method, and payment information. You can edit any of these products at this point. To complete your purchase, click "Confirm The Order."

5) Receipt Page. After you complete the checkout process, the Receipt page provides you with your order number and information about the order. Print this receipt and save the order information for your records. You will need this information for all references to your order. Please note: We cannot change or cancel an order once it has been placed. For more information about Changing or Canceling an Order see our Returns section.

Returning Customers

1) Sign In. First, sign in using your email address and password.

        • Your email address is your Sportime Online Identification number as well as where all the correspondence about your order will be sent.

2) Shipping. Your shipping address will automatically appear as the address that you listed when signing up for an account. If this address is not where you would like the products to be delivered, simply click on the Change My Address button.

        • Select Shipping Method. Select a shipping method for your product(s) and click "Continue Checkout."

3) Payment Information. Here, you must check your billing address and enter your payment method.
        • Reminder: For security reasons, your billing address must be the sames as the address that appears on your credit card statement.
        • If you have a Promotion or Discount Code, enter it in the box "Redemption Code".
        • Review your billing information, select a payment method and click "Continue Checkout".

4) Order Confirmation. The Order Confirmation page allows you to review your entire order, including your shipping address, shipping method, and payment information. You can edit any of these products at this point. To complete your purchase, click "Confirm The Order."

5) Receipt Page. After you complete the checkout process, the Receipt page provides you with your order number and information about the order. Print this receipt and save the order information for your records. You will need this information for all references to your order. Please note: We cannot change or cancel an order once it has been placed. For more information about Changing or Canceling an Order see our Returns section.

Modifying or Cancelling your Order

        • After you have clicked "Confirm the Order," your order immediately enters our system and you only have a short window of opportunity to change or cancel your order before they are sent.
        • Please call our office immediately should you wish to change or cancel your order. We will only be able to change or cancel orders that have not yet been shipped.
        • Once your order has been shipped it cannot be cancelled or changed. Once you have received the products you can return them as per our Returns Policy.

Payment Options

Credit cards accepted:

        • Visa
        • MasterCard
        • Bankcard

Other forms of payment:

        • Cheque / Money Order
        • On Account (School/Company Purchase Orders)*
        • Online Coupons

We do not accept:

        • Laybys
        • Cash On Delivery

Important Payment Information:

        • Credit Cards are not charged until order products are shipped.
        • On Account is only available for pre-approved customers and schools. Please contact us on: for more nformation.
        • For Cheque and Money Orders, orders will not be sent until payment has been received (and for cheques until the funds have cleared).
        • For your security, your billing name and address must match that of the credit card used for payment. We reserve the right not to process any orders where this is not the case.

Information About Your Order

Product Availability

In-Stock Products

All In-Stock Products that you have ordered will be shipped to you as soon as we have packed the stock, confirmed your details (for security purposes) and your payment approved. You will only be charged for products that are delivered to you. You will not be charged for any temporarily out of stock items until they have been delivered.

The time it takes for your products to arrive after they have left our warehouse, depends on the shipping method used and your location.

Orders are only processed on business days (Monday-Friday), excluding public holidays.

Back Orders

In the event that a product you have ordered is temporarily out of stock they will be placed on Backorder for you. You will receive notification of any backordered products.

Advance Sale Products

Advanced Sale products are products that are available for advance purchase but are not yet available for delivery. The date that these products will become available is indicated on the bottom of the Product Description Page.

When the stock is received, you will automatically be sent the product. You will not be charged for any product until it is shipped to you.

Emails about your Order

After you place your order, you will automatically receive emails in regards to your order. Below are common emails you can receive:

        • Order Confirmation. This e-mail confirms that we have received your order. It includes your order number. Keep this e-mail for your records.
        • Shipment Confirmation. This e-mail confirms that your order or part of your order has shipped. You may receive multiple e-mails depending on the items you selected, or if you ordered multiple items and they were shipped separately. The arrival time of your order depends on the shipping method selected, item selected, and your shipping location.

Finding Out the Status of your Order

To check the status of your most recent orders simply log on to your account. This is the easiest way to get the most current information regarding your orders. Simply click on the previous order to view order details.

        • Pending Your order has been submitted and the information you entered during checkout is being processed.
        • Processing The items that you selected and submitted with your order during checkout are available and have been located in our warehouse.
        • Shipped The items have shipped from our warehouse and are on their way to the shipping destination indicated by you during checkout.

Track your Order by:

        • Checking your e-mail. You will receive e-mails keeping you up-to-date about the status of your order.
        • Sign In to My Account. To view Your Previous Orders History

Delivery of your Products

        • Delivery of your order can take from 3 to 10 full business days, depending on your location and the shipping method.
        • Products are only shipped during regular business days (Monday-Friday, excluding public holidays).

Returning Products and Warranties

Return Policy

If you are for any reason unhappy with a product you have purchased you may return the item within 14 days of delivery for a full refund of the purchase price (minus the shipping, handling or other additional charges).

To return a product, call us on:1800 335 041 to obtain a “Return Authorisation Number” and “Return Authorisation Label”. Only products that have a Return Authorisation Label will be accepted by our warehouse.

When returning your product, the product must be returned in its original condition, in original packaging, and with all paperwork, parts and accessories for a full credit.

Damaged or Faulty Product

If you receive a damaged or faulty product, contact us on: 1800 335 041 within 14 days of delivery or as soon as the fault becomes apparent. Please be prepared to supply us with the order number, your e-mail address and phone number. If you do not contact us, you are responsible for all return shipping charges.

Please inspect your order when it arrives. If you have a damaged carton or shortage contact us on: 1800 335 041 immediately. Please have your order number available when you call.

Product Warranties

All Sportime products are covered by a 12 months manufacturer’s warranty (unless stated otherwise).

In addition to this some products carrier our extended Gold Guarantee for either 2 or 3 years (which is indicated on the Product Description Page).

Credits and Refunds

You can expect a refund in the same form of payment originally used for purchase within 2 weeks of us receiving your returned product.

You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.

How to return a product

When returning a product, please call us on: 1800 335 041 to obtain a “Return Authorisation Number” and a Return Authorisation Label (which will be either emailed or faxed to you). There are two main ways to return products:

                1.Standard Return Shipping
                2.Replied Paid (for faulty products or products as a result of our error).

1. Standard Return Shipping When returning products using your own shipping methods:

    1. Pack the product(s) in the original product packaging, if possible. Include all paperwork, parts, and accessories. Products must be returned in their original condition.
    2. Attach the Return Authorisation Label to the package.
    3. Send your package back to us at:
                        Returns Department
                        Sportime
                        21 Viking Court
                        Cheltenham Victoria 3192
• To receive credit, products must be returned within 14 days of delivery.

2. Replied Paid (For Faulty products and products sent by our error) When returning products using our Replied Paid Service:

    1. Call us on: 1800 335 041 to receive a Return Authorisation Number and label.
    2. Pack the product(s) in the original product packaging, if possible. Include all paperwork, parts, and accessories. Products must be returned in their original condition.
    3. Attach the Return Authorisation Number label securely to the package. The reply paid number will appear on the label.
• To receive credit, items must be returned within 14 days of delivery or as soon as the faulty becomes apparent.
• You can expect a refund in the same form of payment originally used for the purchase.