1. Can I track my order?
All orders sent from Fit Generation Apparel are sent via a traceable method via New Zealand Post. Upon dispatch from our warehouse you will be emailed a tracking number and a link to track your parcel.
2. When will my order be shipped?
Orders are dispatched between Monday - Friday 8.30am - 2.00pm NZT. Please allow up to 72 hours from order confirmation to dispatch.
Orders placed on Public Holidays or Weekends will begin their processing on the next business day.
3. How do I exchange an item if I ordered the wrong size?
Please contact us here to initiate an exchange first and provide your order number. You will then need to purchase the item in the correct sizing and we will ship it right away. Then please ship your current (wrong size) item back to us (address to be provided once you initiate an exchange). We will then offer you a full refund minus the shipment for the second purchase you make as soon as it gets back to us. Please note that the items need to be in their original packaging, unworn, unwashed and free from any make up, perfume or hair.
4. Will I be charged customs and duties taxes?
International orders may incur import duties and taxes, these are payable by you, the customer.
If you are unsure whether this is applicable for your destination country we recommend you contact your local customs office for more information.
Parcels sent that have their customs and duties taxes refused will be returned to sender and refunded less delivery & cost of return to our warehouse.
5. Do you deliver to PO Boxes?
We only deliver to Physical Addresses, no PO Boxes or Private Bags.
6. I think my order has gone missing, what do I need to do?
We’re sorry to hear that your order has gone missing, we’re here to help you!
In the event of a lost parcel by fault of the courier, we will reimburse or replace your order once an investigation has been closed.
Please ensure before lodging an enquiry with us that you have checked your delivery times and that your order is at least 3 business days past your expected delivery. You can check our standard delivery times on our Delivery page here.
If your order is outside of its delivery time and receiving no tracking updates, please contact us and we will lodge an investigation for you with your elected courier service. Please note this process can take up to 2 business days to initiate and up to 14 business days to investigate thoroughly.
7. I just placed my order, can I cancel it?
We aim to process orders super quickly in our warehouse so usually we cannot change orders placed. However you can contact our friendly customer service team via email or DM us on our social media channels and we will try our best to assist you.
If we can’t assist with cancelling or changing your order in time, our returns policy is super easy (and yes we do refunds!) check it out here.
8. What payments do you accept?
We accept payments from the following merchants through our secure third party Stripe gateway:
- Apple Pay
- Google Pay
- Shop Pay
- AfterPay (AUS / NZ only currently)
- We’re working on US Afterpay!
9. How do I return my package?
At Fit Generation Apparel we are happy to offer a 14 day return policy.
To initiate a return please email contact us with your order number and reason for return and a member of our team will be in touch with you.
Check out our full Returns Policy here to see if you are eligible for return.
10. How do I know you received my order?
Successful orders will display a Thank You page with your order number and confirmation immediately after completing your order.
A confirmation email with your order number, invoice and details will also be sent. This should come through within an hour, but sometimes can go to your spam - so please check your junk to make sure if you haven’t received a confirmation.
If you haven’t seen or received either of these, please contact us or DM us on our social media channels to check your order status for you.
11. What is currency conversion, do you have it on your website?
Currency conversion means you pay and order your items in your country's native currency, which means no conversion fees! You can change the currency on the top right corner of our website with a drop down menu.
The currencies supported via our multi-currency gateway are:
- New Zealand Dollar (NZD) (this is our default currency)*
- Australian Dollar (AUD)
- United States Dollar (USD)
- Canadian Dollar (CAD)
- Pound Sterling (GBP)
- Euro (EUR)
- Hong Kong Dollar (HKD)
- Japanese Yen (JPY)
- Singapore Dollar (SGD)
*if you don’t see your currency above, the total order amount will appear in our default currency at checkout; NZD. However, don't be alarmed as it will convert to your usual currency as it will state in your bank account. This means, you will still get charged in your usual currency after payment but will the website will state the dollar amount in NZD at checkout.
12. What should I do if I receive a faulty or incorrect item?
Sometimes mistakes do happen! In the event you have received the wrong or a faulty item, please contact us with your order number for further assistance. We will sort out any issues as quick as possible.
13. Why has my order been cancelled?
Due to the high influx of orders we receive everyday, sometimes products can sell out. In the event we are out of stock of your item, we will contact you immediately and issue a full refund.
If only part of your order has sold out, we will offer a partial refund and send the remainder of your order, or a full refund of the entire order if you wish.