Frequently Asked Questions

Do you have a physical store?

Covid-19 Business Update

Our shopfront is now open to visitors but we are restricted to the government recommendations and can only have a maximum of 4 customers at once.

Please call ahead for appointments that require brace fittings.

Thank you,

The team at Alpha.

Yes, we are located at 28 Smallwood St, Underwood in Brisbane, Australia. You are welcome to come in and browse our products and try them on for the correct size. You can also pick up your order if you prefer, just choose this option at checkout. Click here for a map and our opening times. We are open to the public Monday to Thursday 8am - 4:30pm and Friday 8am - 3:45pm.

Note. Please be mindful that we are unable to provide you with medical advice and urge you to seek this advice from a Medical Practitioner or Allied Health Care Professional if you are unsure of which product to choose for your ailment.

 

What is your stock availability?

  • In Stock - product is currently available from our warehouse
  • No Stock - product is currently unavailable from our warehouse
  • Order In - product is available but needs to be ordered in from a supplier and will take longer for delivery
  • Backorder - product is out of stock but can be placed on backorder and will be sent out when stock is available
Stock Availability

We are currently experiencing supply issues with a number of consumable items.

Many products currently do not have an ETA with our suppliers but as soon as stock is received our website will be updated to allow these products to be ordered.

Unavailable items:

Face masks

Hand sanitiser / hand wash

Antibacterial wipes

Disinfectants

Please note, outside of these products we do not envisage any other supply issues and all other orders will continue as normal.

Also be aware that we are experiencing a high demand of enquiries via phone and email resulting in longer than usual response times. Dispatch and shipping times may also be longer than normal.

 

What forms of payment do you offer?

  • Visa and MasterCard credit cards
  • PayPal for retail customers
  • AfterPay and Zip Pay for retail customers
  • 30 day accounts for approved business customers
  • All prices on the website are in Australian Dollars and GST is indicated where applicable

 

How much does shipping cost?

Australia - From $12.00 + GST.

Extra shipping costs may be required based on the order weight and destination and we will contact you with a quote if required.

 

What is a large item surcharge?

Some of our products are extra large and heavy (Eg. Beds) and therefore cost a bit more to send. An additional large item surcharge may be required depending on the size and weight.

 

What is a dangerous goods surcharge?

Some of our products contain ethanol, aerosol or lithium batteries and are classified as dangerous goods. We are only allowed to send these items by road so they cannot be sent with an express air service and cannot be sent to PO Boxes. They may take longer to arrive and if outside of the Brisbane metro area and may require a surcharge added to the order.

 

Do you ship to PO Boxes?

We can ship to PO Boxes except in the case of a large order. We will contact you if we are unable to send your order to your PO Box. Orders being sent via Australia Post will generally take longer than standard delivery times.

 

How long does delivery take?

Delivery Delays

Please note the challenges presented by the pandemic mean there are delays to all courier services as they adopt additional safety measures to protect their people and customers. Other factors contributing to delays include fewer domestic flights, international delays and increased shipment volumes.

The team at Alpha First Aid and AlphaSport are doing all that we can to ensure your orders are despatched in a timely manner to assist in managing the impact of COVID-19 on your business.

These times are only an estimate and delivery time may change depending on the product ordered.

Large items and products containing batteries will need to go via road and may take longer.

Estimated Delivery Times (Business days)

QLD Metro - 1-2 days
NSW Metro - 2-3 days
QLD Country - 2-3 days
NSW Country - 3-4 days
VIC Metro - 3-4 days
SA Metro - 3-4 days
ACT - 2-3 days
VIC Country - 4-5 days
SA Country - 4-5 days
TAS - 5-7 days
WA Metro - 5-7 days
NT - 5-7 days
WA Country - 7-10 days

 

Do you offer express delivery?

Overnight delivery is available for certain products and destinations. Orders must be placed before 1pm AEST. Please contact us if you require express delivery and we will provide a quote for you. Large items and products containing batteries are unable to be sent express.

 

Is your website secure?

Our shopping cart pages use full 256-bit Secure Sockets Layer (SSL) transaction encryption to ensure all our customer's personal details are safe and secure. You can see that our checkout pages are secure by checking for a padlock icon on the status bar (must be enabled) of your browser. Our online transactions are handled by eWay who are externally audited each year to ensure we are Tier 1 PCI-DSS compliant, the highest level of compliance mandated by the major credit card schemes. Read our full Privacy Policy here.

 

Do you offer a warranty on your products?

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Most products have a 12 month warranty with some products offering extended gurantees from the manufacturer.

 

What is your refund policy?

If you have a problem with your order we require you contact us within 7 days of receipt of the order. We abide by the Consumer Guarantees, Warranties and Refunds policy of the Australian Competition and Consumer Commission (ACCC). 

Products must be returned within 30 days of original invoice (warranty terms apply for faulty [roducts). Returned items must be in their original packaging and must be free from damage.

AlphaSport offers a 12 month warranty against defects on all products. This warranty is in addition to other rights and remedies you may have under law. If you wish to make a warranty claim please contact us by phone, email or surface mail.

You are entitled to return goods and ask for a refund, exchange or repair if the goods you purchased meet the following criteria:

  • Have a fault that you could not have known about at the time of purchase.
  • Are not the same as the description provided by the salesperson or advertisement.
  • Do not match the sample you were shown at the time of purchase.
  • Do not do perform as you were led to believe.

AlphaSport will exchange or refund a product that meets the above return and refund requirements. You are required to return the product in its original condition, preferably in its box undamaged, together with proof of purchase.

Defective products will be either repaired or replaced with the original product purchased, however if this is not able to be done a full refund will be provided.

AlphaSport will pay the freight for the return of products and also for the resupply of products when the goods are faulty.

AlphaSport will also agree to exchange products where the customer has ordered the incorrect size or type providing the customer pays the return and resupply freight costs. Where a different product is resupplied there may be a cost adjustment.

Delivery charges paid by the customer will only be refunded for faulty items.

You are not entitled to a refund when you:

  • Simply change your mind or no longer want the goods;
  • Realise you can't afford the goods;
  • Found the same item at a cheaper price elsewhere;
  • Choose the incorrect size and/or colour;
  • Knew about the particular fault prior in advance of purchase;
  • Were responsible for causing the fault or defect.

AlphaSport reserves the right to charge a 10% restocking fee on returned items. For example a 10% restocking fee will apply to products that have been specifically ordered for a customer, are returned without the original packaging or have clear signs of use.

In these cases the Customer is required to pay the return freight to AlphaSport.

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