Shipping & Returns

Shipping & Returns

The AIS Shop in Canberra remains closed until further notice. The AIS Online Shop will remain open at a reduced capacity.

Orders will be dispatched on Tuesdays and Fridays. 

Australia Post is experiencing delays with the delivery of parcels sent through their service due to the increased demand brought about by COVID-19 restrictions. Once a tracking number is assigned to your order, the estimated date of arrival displayed through the tracking information may not be accurate. Please allow an additional few days for your order to arrive. We apologise for any inconvenience this may cause.   

Please see the Australia Post website for more information.

Please email shop@sportaus.gov.au or use the Customer Service form for any and all customer service enquiries.

We are monitoring our inbox 7 days a week and will respond to your enquiry as soon as possible.

Order online and choose Click & Collect as your delivery option for FREE pick up in store at the AIS Shop, Bruce, ACT. 

Click & Collect is an excellent option for parents or guardians of children visiting the AIS with a tour group. To take advantage of this option please include the following information in the "Order and Delivery comments" box so we can ensure your child recieves their order:

  • Full name of student collecting the order
  • Name of visiting group (school group or team name)
  • Date and time of scheduled tour

Click & Collect orders, like all orders, will only be processed on weekdays.

Orders are processed and dispatched on weekdays. For same day dispatch, place your order before 11am AEST.

Orders can be sent to residential and business addresses as well as Post Offices boxes. Orders will not be dispatched to Parcel Lockers.

Tracking numbers will be provided to the nominated email address on final processing of your order. You can track delivery of your order through the Australia Post website.

We cannot guarantee delivery dates, however if there are any expected delays with your order our customer service team will contact you.

Parcel Post + Signature - prices starting from $7.50

Free for orders over $99

  • Metro - expect delivery within 2 - 5 business days from dispatch
  • Regional - expect delivery within 5 - 10 business days from dispatch

Express Post + Signature - prices starting from $11.00

  • Metro - guaranteed 1 - 2 business days from dispatch
  • Regional - expect delivery within 3 - 4 business days from dispatch

International Standard + Signature - prices confirmed at the checkout

  • New Zealand - expect delivery within 7-10 business days
  • Asia & South Pacific - expect delivery within 7-13 business 
  • Japan - expect delivery within 10-22 business days 
  • USA and Canada - expect delivery within 10-25 business 
  • UK & Ireland - expect delivery within 12-20 business days 
  • Major Europe - expect delivery within 9-20 business days 
  • Rest - expect delivery within 15-25 business days

International Express + Signature - prices confirmed at the checkout 

  • New Zealand - expect delivery within 2-4* business days
  • Asia & South Pacific - expect delivery within 2-5* business 
  • Japan - expect delivery within 3-6* business days 
  • USA and Canada - expect delivery within 2-4* business 
  • UK & Ireland - expect delivery within 2-4* business days 
  • Major Europe - expect delivery within 3-5* business days 

between major metro areas*

Exchanges

If the size isn't right, we'll exchange it!

The AIS Shop exchange process is super easy to follow - and you have 30 days to get it sorted! All we ask is that any product/s you return to us for exchange are in original condition; with all tags attached, any packaging intact, and your proof of purchase is included.

  • Post your requested exchange item(s) back to the AIS Shop - no need to pay for postage, we have that covered with our Reply Paid Address
  • ​Include a copy of your order confirmation inside the parcel. Please leave a note on the order confirmation with a request for exchange and what size you would like
  • Please confirm any contact details on your order confirmation are relevant and up to date so that we can contact you in the event that there are any issues with your exchange
Reply Paid 176, AIS Shop, Leverrier Street, Bruce ACT 2617

Please allow up to 5 business days (not including shipping times) for the AIS Shop to process your exchange.

Faulty Products

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made. 

If there is a major problem with a product the AIS Shop will repair, replace or refund the cost of the product. Examples of a major problem are when the product:

  • has a problem that would have stopped you buying it had you known about it;
  • is unsafe;
  • is significantly different from the description of the product; or
  • does not do what it is supposed to do

but does not include damage caused by misuse or returns simply due to change of mind.

If the problem is not major, we may choose to give you a free repair instead of a replacement or refund if this is possible.

If we cannot repair the product within a reasonable time, you can choose a refund or replacement. We reserve the right to refuse to provide a refund, repair or replacement if the problem has, for instance, arisen because the product was misused by the customer.

For more information about your Consumer Rights, please visit the ACCC website.

Returning Faulty Products 

The AIS Shop encourages all customers to contact us on as soon as practicable in the event that a product purchased may be faulty.

To organise a return of a faulty product please make contact with our Customer Service Team by phone (02 6214 1007 - 9:00am - 4:30pm EST Mon-Fri) or email (shop@sportaus.gov.au). 

Proof of Purchase

Returns must be accompanied by an AIS Shop order confirmation or other verifiable proof of purchase, such as a Bank Statement.

 

See our Terms & Conditions for more information.

Last updated:  June 2020