You may have only received part of your order in the event the courier split the shipment up.
Split Shipments / Short delivery: Sometimes couriers may deliver the items you ordered separately even though they were shipped on the same day and together, in such cases the courier will then deliver the remaining items normally with in the next 1-3 business days. You can check the tracking details link we sent you to see updates about your deliveries.
What Often Happens: The boxes in your consignment can be "split". It's very common. All this means is that some of the boxes are in a different part of the courier's network.
A classic example is where the boxes are travelling, say, from Brisbane to Sydney. The truck fills up in Brisbane with only half the boxes on it, and the rest of the boxes have to wait for the next truck the following day.
The issue arises when your local depot gets the first lot of boxes and decides to deliver them to you without waiting for the rest of the boxes!
*On rare occasions some items may be temporarily out of stock and will be delivered at a later date as a backorder.
Your Boxes are not "Lost"
Sometimes, ill-trained call-centre staff at the courier companies will tell you your items are "lost". OMG, we wish they would not use that word!
Your boxes are not "lost". They are just "split".
The courier may not know exactly where your missing boxes are - this is perfectly normal, and yes, it honestly happens all the time. We know it's not ideal, and it causes you to be concerned, but you needn't be. In 99.9% of cases, the "missing" boxes just turn up at your door 2 or 3 days later. Occasionally it can take a week or two.
Yes, we totally understand how frustrating this is, but please don't shout at our staff and get all upset at GymDirect. This is a very, very common thing that is endemic in the courier industry and happens to every company and every courier. It happens to Apple. It happens to JB Hifi. It happens to hospitals!
"Can you please hurry them up?!"
You will be tempted to ask us to give them a hurry-along, and we know that sounds like a logical idea, but in reality, companies like Toll and Aus Post are massive conglomerates. That's really not something that we can do, not because we don't want to, but because we can't.If they don't currently know where your missing boxes are, then they just don't know.
Honestly, the best thing to do is simply to wait. We understand this is counter-intuitive, and you just want your boxes to be delivered, but in our experience, things will just sort themselves out.
You can, of course, contact the courier company yourself - the contact details and tracking number are on the "dispatch" email we sent you. They will lodge an "inquiry" and give you a reference number, but again, please don't do this straight way. Lodging an inquiry can actually slow down your delivery!
Should you worry? No! Please don't worry.
- This is common, and honestly, will sort itself out in time.
- All your boxes are labelled, and may be misplaced, but are not lost.
- If absolute worst comes to worst, we will ship you out a replacement. The risk is ours, not yours, but we do need to let the process run its course before shipping out a replacement.