FAQs

General

Do you have any locations that I can visit to try your products out?

We welcome any interest in visiting one of our offices. However, due to location restrictions, we cannot always accommodate customer visits. Please get in contact with us and we will do our best to set up a meeting suitable for you. If a meeting cannot be arranged, we will ensure that you receive all the information and customer support that you need.

How can I request a demo of your equipment?

Please get in contact with us and we will refer you to one of our customer representatives. While we try our best to reach all customers, our availability for an on-site demo is largely dependent on the nature of the request as well as the product line in question.

Are there discounts and promotions available?

We offer various discounts and promotions throughout the year. We showcase this information in our newsletter and main site. Be sure to subscribe to our newsletter so you don’t miss out on future promotions.

 

For organisations and institutes interested in large purchases, we encourage you to get in contact with us so we can advise on the most cost-effective arrangement and make any discounts known to you.

What payment options are available?

We accept major credit cards and PayPal through the web store. Unfortunately, we cannot accept cash in person or AMEX.

Delivery and Shipping

What are your delivery charges?

Due to the mass and size of our products, delivery charges are relative to the overall weight of your purchase and your location. To view your delivery charges, please enter the nominated delivery address at the checkout.

How can I track my order?

Please allow three to five business days for your order to process. Once your order is shipped, a confirmation will be sent to your email, along with a tracking number that will allow you to view the progress of your products online.

 

If you do not receive a confirmation email with the tracking number after one week of purchasing from our web store, please get in contact with us.

When can I expect my order to arrive?

We aim to have all products delivered to you within seven business days. However, please always allow one to two weeks for your order to arrive at your nominated address. If your order has not arrived within this time, please contact us with your name, order number and tracking number.

Do you ship internationally?

Fusion Sport ships to the following countries:

 

Argentina

Australia

Belgium

Canada

Czech Republic

Denmark

Finland

France

Germany

Gibraltar

Greece

Hong Kong

Hungary

Indonesia

Ireland

Israel

Italy

Japan

Jordan

Malaysia

Netherlands

New Zealand

Norway

Poland

South Africa

Spain

Sweden

Switzerland

Taiwan

The United Arab Emirates

United Kingdom

The United States of America

 

If you would like to purchase our products but your country isn’t listed above, please contact us and we will seek to provide alternative arrangements for you. 

What happens if I am not present to receive my order?

If you’re not present to receive the order and the package is not left at your door, you will find a card in your mailbox with the next delivery moment.

 

We recommend that you nominate a work address for your orders, where the location is attended to during business hours.

 

If you require special delivery methods (e.g. entering gates), please leave this information in the ‘SPECIAL INSTRUCTIONS FOR SELLER’ box in your shopping cart so that we can alert the courier.

Are there other charges associated with my order that are not present in the transaction?

Depending on your country, you may be liable for any duties, taxes and entry fees.

 

Please note that shipping does NOT include any duties, taxes and entry fees. If you’re unsure whether this will apply to you, please check with your local customs agency to see if additional fees will be payable upon entry.

Return

Can I pick up my order from your company?

Australian customers are welcome to pick up their orders directly from our Brisbane business quarters. Please select “Pick Up” in the delivery option. We are located at 76 Neon Street, Sumner, Brisbane, QLD 4074. Please also ensure that you contact the office beforehand to schedule a pick-up time.

What is your returns policy and what if the item I received is faulty?

Fusion Sport aims to provide you with products of the highest standard and quality. If you have received a product with a defect, please request support within 14 days of receiving your item(s) with your full name and order number, and state the reason for returns.

 

In order to assist the return process, you may be required to send us images of the damage, defect or fault for a preliminary assessment. You must have the receipt or proof of purchase.

 

To be eligible for a return, your item must be unused and in the same condition that you received it and must be in the original packaging.

 

Original shipping and handling charges are non-refundable unless the item is faulty. You will be notified by email once the transaction has taken place.

 

Once we receive your item, we will inspect it and notify you of the status of your refund.

How can I exchange an item or request a refund?

Fusion Sport does not offer refunds for purchases that you have changed your mind about and will not reimburse shipping cost for such purchases.

 

Refunds can be requested for an accidental or mistaken purchase; however, Fusion Sport will charge a 20% restocking fee. Please get in contact with us to request an exchange or refund.

Other

How is my information being used and stored?

The information you provide on the web store will not be used without your permission except in the cases where we need to communicate with you or provide you with the service you’ve requested. You can view our ‘Terms and Conditions’ page for an in-depth breakdown of data privacy.

What is your warranty period and policy?

Our hardware come with a one year warranty. If you encounter any issues with your products during this period, please request support to organise servicing or replacement of the damaged or faulty component.

 

We recommend that you get your Pro or Lite gates serviced every two years, where your products will receive a battery replacement, a firmware upgrade (if new firmware is available) and a hardware test in order to identify any defects. If you’d like to arrange for a service, please contact us for a quote. 

 

You can view any additional information regarding our warranty policy on our ‘Terms and Conditions’ page.

What is the best way to get in contact with you? 

You can get in contact with us either by telephone or an enquiry online. You can do this on our main Contact page. If you experience any issues with a product, please detail the problem on our Request Support page. We aim to respond to any online enquiries within one business day.