FAQ

DO YOU SHIP INTERNATIONALLY?

Yes - we currently ship to New Zealand and the United States. We offer standard and express international shipping. Standard shipping is FREE on all orders over $250 AUD. Delivery takes 3 - 12 business days depending on your location (New Zealand: 3 - 5 business days, United States: 5 - 10 business days). Some countries may have customs and import duty fees - these are set by the destination country and are charged to the recipient. Alpha Fortis is not responsible for paying international customs or import duty fees.

 

WHAT SHIPPING OPTIONS DO YOU OFFER WITHIN AUSTRALIA?

We offer standard and express shipping Australia-wide via Australia Post. Standard shipping is FREE on all orders over $150 AUD, with estimated delivery within 1 - 5 business days. Express shipping rates are calculated at checkout based on your location and order weight.

 

HOW LONG DOES PROCESSING TAKE?

Orders are processed and dispatched on business days only (Monday to Friday, excluding public holidays). When you receive your shipping confirmation email, your label has been printed and your order is being prepared - it has not yet been collected by the courier. Orders placed on weekends or public holidays are dispatched the following business day.

 

I HAVE NOT RECEIVED MY ORDER YET - WHAT SHOULD I DO?

Please check your tracking number and contact the shipping carrier directly - they can often resolve a lost or delayed package quickly. If you are still having issues, email us at hey@alpha-fortis.com with your order number and any relevant details and we will do our best to help locate your order.

 

CAN I CHANGE OR CANCEL MY ORDER?

If you need to change or cancel your order, contact us as soon as possible at hey@alpha-fortis.com. We can only make changes to orders that have not yet been processed for dispatch. If your order has already shipped, you will need to follow our returns process once you receive it.

 

HOW DO I RETURN AN ITEM?

We have a 60-day return policy. Items must be undamaged, unused, and in their original condition with tags attached. To start a return, email us at hey@alpha-fortis.com with your order number and details. Do not send items back without contacting us first. You can purchase a return label through us and the cost will be deducted from your refund. Original shipping costs are non-refundable.

 

CAN I EXCHANGE MY ITEM?

We offer instant exchanges via Refundid - select your new size and it will be shipped within 1 business day. You cover return shipping and we cover the exchange item shipping. Please note we are unable to exchange for a different style or colour due to stock availability. In that case, we recommend repurchasing and returning your original order for a refund. To arrange an exchange by email, contact us at hey@alpha-fortis.com.

 

I RECEIVED A FAULTY ITEM - WHAT SHOULD I DO?

We are sorry to hear that. Please email us at hey@alpha-fortis.com with your order number and clear photos of the fault as soon as possible. We offer a full refund or replacement for faulty items and will set things right for you.

 

HOW DO REFUNDS WORK?

Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 1 - 2 business days. We also offer instant refunds via Refundid - before you have even posted your return. If you select the standard refund option, allow up to 5 business days for funds to appear after processing.

 

HOW CAN I CONTACT YOU?

We are always happy to hear from you. Send any questions, feedback or complaints to hey@alpha-fortis.com and we will get back to you as soon as possible.

Delivery & Returns

National Shipping

We offer standard and express shipping Australia-wide:

  • Standard & Express shipping: rates calculated at checkout from the shipping carrier based on your location and package weight, 1-5 business days
  • Standard shipping: FREE when you spend more than $150, expect within 1-5 business days

International shipping

We currently only ship internationally to New Zealand and USA. 

We offer standard and express international shipping:

  • Standard shipping: rates calculated at checkout from the shipping carrier based on your location and package weight
  • Standard shipping: FREE when you spend over $250 AUD, expect within 3-12 business days

Delivery will take between 1-12 business days, depending where in the world you are.

Some countries have customs and import duty fees. These are set by individual countries and the parcel carrier and are charged to the recipient. Alpha Fortis is not responsible for paying the international customs and import duty fees.

The United States have no additional importation charges.

Returns

Items purchased during our Black Friday Sales are eligible for returns & exchanges.

We want you to love everything you order from us, but if you don't love the fit, you have 60 days to initiate a return using our returns & exchanges portal.

Item/s must be undamaged and unused.

Any full priced items purchased with a promotional or discount code are eligible for a full refund to the original payment method.  

Please note that sale items are not eligible for return unless faulty or damaged on arrival.

Returns are issued as a refund to the original payment method or an instant refund to your bank account via Refundid. Shipping costs are not covered, and you're responsible until the item is delivered and inspected. You will be able to purchase a label directly from us and the amount will be taken off your refund.

Exchanges

Items purchased during our Black Friday Sales are eligible for returns & exchanges.

We offer instant exchanges with Refundid. If you wish to change your size, use your order details in our returns & exchanges portal to select the new size, which will be shipped to you within 1 business day. You pay the return shipping cost, but we pay the exchange item shipping costs.   

Due to stock availibility, we don't offer exchanges for a different style or colour. We recommend you repurchase and return your original order for a refund.