Q: What payment methods do you accept?
A: Checking out online is easy! We accept both Visa and Mastercard through our online store.
Q: Can I pay by COD?
A: Sorry, we don’t accept COD (Cash on delivery) as the items are delivered by a third party courier company.
Q: Does the price include GST?
A: Yes, a tax invoice can be emailed or mailed to you upon request.
Q: Is there a minimum order amount?
A: No. We cater to home gyms of all sizes meaning you can purchase as little or as much as you like.
Q: Can I track my order?
A: Yes. Your tracking number will be automatically emailed to you as soon as the order is processed, however, you will need to wait for your order to dispatch before your tracking number will become available to track online. You’ll be notified by email when your order has been dispatched.
Please note that while tracking numbers are generally trackable from within a few hours of your order leaving our warehouse, occasionally during busy seasons there can be a small delay on the availability of tracking information.
Q: Can you help me plan my gym layout?
A: Absolutely! We’re experts in gym planning and layout and offer a consultation service for anyone requiring advice on how to best go about building their gym. Please just give us a call or email as and we’ll be happy to assist you.
Q: Do you assist with commercial gym fit-outs?
A: Yes, we do. We are able to consult on your commercial gym fit-out. Simply get in touch so we can arrange a time to discuss your requirements, visits and measure your premises a provide you with a quote on fit-out and equipment.
Q: What is your warranty policy?
A: All of our Atomic Mass branded racks and benches come with a LIFETIME GUARANTEE. Provided you are the original owner and retain proof of purchase, then we will be happy to replace or repair your Atomic Mass equipment in the event of breakage. Our warranty coverage does not include scratches, paint chipping, general wear and tear and padding.
The padding on our Atomic Mass Benches come with a 3-month commercial use warranty and a 12-month warranty for non-commercial use.
All other equipment we sell comes with a manufacturer warranty. You can find the manufacturer warranty in the descriptions of most of our products. If you have any questions or concerns about our warranties, please don’t hesitate to contact us.
Q: Do you ship Australia-wide?
A: Yes! We ship anywhere in Australia to both private and commercial properties. Please specify during checkout if you would like your delivery to be left at a safe location if nobody is home (such as on the back porch, behind the security gate etc).
Q: How much does shipping cost?
A: The cost of shipping your order will be calculated at checkout and is dependent on the weight and size of your order as well as your distance from our distribution centre. Please proceed to checkout to view your estimated shipping costs.
Should you have any queries relating to the cost of our shipping service to rural/regional areas, please contact us directly as we may be able to arrange a specialised service to lower your shipping costs.
Q: How long does shipping take?
A: All orders are packaged and shipped within 1-3 business days of completion of your order. We ensure the processing and dispatch of your order is as efficient as possible, however, delays may occur during a busy season or due to conditions that are out of our hands.
The day your order is dispatched, we will email you the tracking number and the courier company’s phone number so you can contact them to find out the approximate delivery time. Lead time varies as per the destination.
We cannot advise the exact day and time delivery will occur , however we will email you the tracking details and the freight company contact details and they can provide you a better estimation of the time.
Please note that many of our items are made to order with a lead time of approximately 2 weeks. Please read the product description carefully to determine whether the product you are ordering is made to order.
Q: Do you allow pick up from your warehouse?
A: Yes, you can pick up from our warehouse. Online orders can take 1-2 days to be processed, it’s best to call us prior to your arrival so we can have your item ready for you.
With large orders, we need prior notice to prepare orders, especially if you are sending your own transport to pick up, as it takes time to pack everything onto pallets and wrap, normally 24 hours prior notice is required.
Q: What if my order weighs more than 250kg?
A: If you require delivery to a residential address and your order contains any single boxed items over 50kg, or combination of heavy/large items : (over 250kg), a tail lift service will likely be required. The tail lift charge is not included in the shipping calculator on this website and needs to be added to the total if the service is required. Please contact us if you are unsure whether this service will be required for your order.
Q: If I am not home can my order be left at my address?
A: Yes, providing your order is under 250kg. When checking out, please provide your instructions in the “Special Delivery Notes” field to leave your order in a specific place e.g ‘Please leave around the back of house behind the bins.’
If goods can’t be left at your location (drivers discretion) they will be taken back to the nearest depot where you will need to collect goods at your convenience. Resending goods will incur extra delivery charges.
To prevent paying extra delivery charges, please ensure you provide us with special delivery instructions.
Returns & Refunds
Q: Do you have a return policy?
A: Yes. We offer a 7-day return policy on all of our products. The 7-days is calculated from the recorded date of delivery of your order. Should you decide to return an item for any reason, it must be in as-new condition, undamaged and sealed in its original packaging. Atomic Mass will not accept returns on products that have been removed from their original packaging.
You will be refunded in full less the cost of delivery when you purchased the product. Products returned with damaged packaging will attract a 15% repackaging fee.
Q: How do I return a product?
A: Please email us at [email protected] with the following information prior to returning your product and wait for a return authorization confirmation from us before sending your item back to our warehouse:
Reason For Return:
Shipping costs associated with the return of a product are the customer’s responsibility unless you have received and incorrect or defective item. Upon receipt of receiving your returned item, your refund will be processed within 14 days.
Please note any items sent back without receiving a return authorization from us may not be eligible for a refund.
Q: What if items are missing from my order?
A: If you believe you are missing any boxes or items after carefully checking and opening everything you have received, (multiple items may be combined in one box), please check your invoice and courier delivery dockets to confirm.
Any claims for missing items must be made within 7 days from receipt of your order so that we can investigate whether it was a warehouse despatch error or items have been temporarily lost in transit. The sooner we are notified, the better chance we have of resolving missing items. Please contact customer service at [email protected]