Shipping policy

Shipping Policy

Last updated: [DATE]

At FIRSTEVO, we work with third-party suppliers and fulfilment partners to bring you a wide range of sports and fitness products.

This Shipping Policy explains how orders are processed, fulfilled and delivered when you purchase from FIRSTEVO.

1. Where We Ship

FIRSTEVO currently ships to eligible addresses within Australia.

Shipping availability may vary between products depending on the supplier, fulfilment location and delivery destination.

If we are unable to deliver a particular product to your address, we will contact you and provide an appropriate solution.

2. How Our Orders Are Fulfilled

FIRSTEVO works with third-party suppliers, retailers and fulfilment partners to fulfil customer orders.

This means that products purchased from FIRSTEVO may be shipped directly from a third-party supplier or fulfilment partner to you, rather than from a FIRSTEVO-owned warehouse.

Products may also be fulfilled from different locations depending on product availability.

Regardless of which fulfilment partner ships your order, your purchase is made through FIRSTEVO. If you have a question or experience a problem with your order, please contact FIRSTEVO directly at:

support@firstevo.com

We will assist you with your order.

3. Order Processing

After your order has been placed and payment has been successfully received, your order will be submitted for processing and fulfilment.

Processing times may vary depending on the product, supplier, stock availability, weekends, public holidays and periods of high demand.

Please note that order processing time and delivery time are separate.

Where available, estimated delivery information will be displayed on the product page, at checkout, or provided after your order has been processed.

4. Shipping & Delivery Times

Delivery times vary depending on:

  • the product ordered;

  • your delivery location;

  • the supplier or fulfilment partner;

  • stock availability;

  • the shipping service used; and

  • circumstances affecting the relevant delivery carrier.

Any delivery timeframe displayed on our website or provided to you is an estimate unless expressly stated otherwise.

Regional and remote areas may require additional delivery time.

Unexpected carrier delays, severe weather, public holidays, peak shopping periods and other circumstances may also affect delivery times.

If we become aware of a significant problem affecting your order, we will make reasonable efforts to provide you with updated information and an appropriate solution.

5. Shipping Costs

Applicable shipping charges will be displayed at checkout before you complete your purchase.

Shipping costs may vary depending on:

  • your delivery address;

  • the product's size and weight;

  • the supplier or fulfilment location;

  • the shipping method available; and

  • any applicable FIRSTEVO shipping promotions.

If FIRSTEVO offers free shipping, any applicable conditions or minimum purchase requirements will be displayed on our website or at checkout.

6. Multiple Packages

If you purchase multiple products in the same order, they may be fulfilled by different suppliers or from different locations.

As a result, your order may arrive in multiple packages at different times.

You may also receive separate tracking information for different parts of the same order.

You will not be charged additional shipping fees solely because FIRSTEVO or its fulfilment partners choose to split your order into multiple shipments, unless otherwise disclosed and agreed with you.

7. Packaging

Because FIRSTEVO uses third-party suppliers and fulfilment partners, products may arrive in packaging supplied by the company responsible for fulfilling the order.

This means that some parcels may contain the name, branding or packaging of a third-party retailer, supplier or fulfilment partner.

Packaging may therefore vary between products and orders.

This does not affect your relationship with FIRSTEVO. For any questions or problems relating to an order placed through our website, please contact FIRSTEVO directly.

8. Order Tracking

Where tracking is available, tracking information will be provided after your order has been dispatched.

Please allow some time after receiving your shipping confirmation for tracking information to become active.

Because different fulfilment partners and carriers may be used, the format and frequency of tracking updates may vary between orders.

If your tracking information has not updated for an extended period, please contact us at support@firstevo.com.

9. Incorrect or Incomplete Addresses

Customers are responsible for providing accurate and complete delivery information when placing an order.

Please carefully check your:

  • full name;

  • street address;

  • unit or apartment number where applicable;

  • suburb;

  • state;

  • postcode; and

  • contact details

before completing your purchase.

If you notice an error after placing your order, contact us immediately at support@firstevo.com.

We will make reasonable efforts to update your delivery details before fulfilment, but we cannot guarantee that an address can be changed once an order has been processed or dispatched.

Additional shipping costs may apply if an order needs to be resent because incorrect or incomplete delivery information was provided.

10. Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Because orders may be automatically submitted to our fulfilment partners shortly after purchase, we cannot guarantee that an order can be changed or cancelled once processing has begun.

If the order has already been processed or dispatched, you may need to follow our Refund & Returns Policy after receiving the product.

11. Delivery Delays

Occasional delivery delays may occur due to circumstances involving suppliers, carriers, weather, public holidays, peak periods or other events.

If your order has not arrived within the estimated timeframe, please contact us at:

support@firstevo.com

Please include your order number so we can investigate the shipment.

If we are unable to supply your order within the agreed timeframe or, where no timeframe was agreed, within a reasonable time, we will work with you to provide an appropriate solution in accordance with applicable Australian consumer law.

12. Lost or Missing Orders

If your tracking information indicates that your parcel has not arrived or appears to have been lost, please contact us.

We will investigate the delivery with the relevant supplier, fulfilment partner or carrier.

If tracking shows your order as delivered but you cannot locate it, please first check:

  • around the delivery location;

  • any safe locations where the carrier may have left the parcel;

  • with other members of your household;

  • with building management or reception where applicable; and

  • your tracking information for delivery instructions or photographs.

If you still cannot locate the parcel, contact support@firstevo.com and we will assist you.

13. Damaged, Faulty or Incorrect Products

If your product arrives damaged, faulty, significantly different from its description, or you receive an incorrect product, please contact us as soon as reasonably possible.

Please provide:

  • your FIRSTEVO order number;

  • a description of the problem;

  • photographs or videos clearly showing the issue where appropriate; and

  • photographs of the packaging where relevant.

Please do not return the product directly to the sender or address shown on the parcel unless FIRSTEVO instructs you to do so.

Because we work with multiple fulfilment partners, the correct return process and return destination may vary between orders.

We will provide you with the appropriate instructions after reviewing your request.

14. Returns

Please do not return a product without first contacting FIRSTEVO.

Returning a product to an address shown on the original parcel without contacting us may result in the return being sent to an incorrect location and could delay the processing of your request.

All returns are handled in accordance with our Refund & Returns Policy and your rights under applicable Australian consumer law.

For return assistance, contact:

support@firstevo.com

15. Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law or other applicable laws that cannot lawfully be excluded.

Your rights under the Australian Consumer Law apply regardless of which supplier, retailer, fulfilment partner or carrier is involved in fulfilling your FIRSTEVO order.

16. Contact Us

If you have any questions about your order, shipping or delivery, please contact:

FIRSTEVO

Email: support@firstevo.com
Australia

Please include your order number when contacting us about an existing order so we can assist you more efficiently.

Start Strong. Evolve Further.