Frequently Asked Questions -
COVID-19, Pre-Order & Delay Due to Demand |

 Dear Customers,

 

Thank you for contacting us, we are currently experiencing an unusually high volume of enquiries through all of our communications channels, due to this there will be delays in responding to your enquiries. We are working hard to respond to all enquiries as fast as possible. We appreciate your ongoing patience and understanding during this time.

We have also included answers to some commonly asked questions below for your convenience: 

 

Q. What impact if any has the COVID-19 virus had on your operating hours?

 

A. Currently our operating hours are unaffected, but to ensure we are able to continue to support our customers we need to ensure the health and safety of our employees, as such due to the infectious and highly transmissible nature of the COVID-19 virus our Taren Point (NSW) showroom visits and warehouse pick-ups are temporarily CLOSED immediately effective from Saturday 21st March 5pm onwards until further notice as per the advice from NSW Health and the NSW Government.

 

Q. Can I pick-up my order from your office?

 

A. Unfortunately to ensure we are able to continue to support our customers, we need to ensure the health and safety of our employees. As such due to the infectious and highly transmissible nature of the COVID-19 virus pick-ups are temporarily UNAVAILABLE from any of our places of business, this includes our Taren Point (NSW) showroom, office and warehouse pick-up's as per the advice from NSW Health and the NSW Government. However, we could arrange delivery to yours with additional shipping cost to be applied. Alternative please email us to sales@gymdirect.com.au to arrange separate option.

 

Q. Are there going to be any delays in the processing of my order?

 

A. Due to the unusual increase in order volume our warehouse is much busier than ever, unfortunately this has unexpectedly impacted handling and dispatch time frames, currently there is a longer delay in order processing times as well as dispatching. Please sit tight and rest assured that your order is in the queue and we will dispatch ASAP. Tracking details will be sent out once dispatch is completed.

 

Q. I am trying to call you, but I can't get an answer, are you still open, I want to talk to someone?

 

A. Yes we are still open, but our phone line has been congested due to the unusually high volume of enquiries. We recommend that at this stage, should you have any questions please email the details to us and we will respond as soon as possible. Please also allow 3 - 4 business days in delay respond

 

Q. How will I know when my order has been dispatched?

 

A. Once our warehouse has prepared your order for dispatch, you will receive an email a confirmation confirming dispatch, we will also provide your tracking details for your convenience.

 

Again, we would like to take this time to thank you for your patience and understanding during this difficult time. 

 

We hope you are safe during this time and hope you have a lovely day!

 

- GD Team

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