Frequently Asked Questions

If you are unsure where your item is in the delivery process, there are a few things we recommend checking in the first instance.

1) Use your Consignment reference number to track your parcel online with Australia Post.

2) Check your confirmation email to ensure your address was entered correctly.

3) Check in your mailbox or under your door for an ‘Item Awaiting Collection’ card from Australia Post.

4) Speak to other members of your household to see if they have signed for the item.

5) Check delivery timeframes with Australia post.

If your item is showing on Australia Post’s tracking tool and you are still not able to locate your item, please submit a missing item enquiry with Australia Post so they can investigate this further for you.

If Australia post is not successful in locating your parcel to complete delivery or are unable to return back to sender, no compensation is payable, by Active Pro, for loss or damage.

If your item does not appear on Australia Post’s tracking tool, please contact us so that we can investigate this further for you.

While we take missing/lost parcels seriously, Active Pro are not held liable for parcels that do not arrive to their final destination. If you claim that an order was not received but there is a signature obtained, we will open an investigation with Australia post, please note that orders not received are a case-by-case scenario and will need to be thoroughly investigated.

Please note this can take up to 10 business days and additional information may be requested to further help the investigation process.

In the rare event that you have not received your order please contact us via phone or email us at service@active-pro.com.au

We offer a 30 Day Returns Policy on Smart Watches / Electronics.

Items returned for change of mind must be returned in the same condition in which you received the item. Original shipping fees for change of mind returns are not refunded.

Items must be received within 30 days of receipt of delivery for a replacement or full refund of the price you paid for the item provided you comply with the conditions below .

Conditions applying to Change of Mind Returns   

• All items must not be damaged, missing parts or in unsellable condition because of customer negligence, misuse, or tampering.
• All items must not have been resized, damaged, connected or locked to a mobile phone/device or otherwise altered after delivery.
• All packaging and documentation (e.g., boxes, manuals, warranty cards, chargers, certificates of authenticity etc.) must be included with the item being returned for change of mind.  

It is not required to accept change of mind returns on items outside the specified return window or items that do not comply with the Change of Mind Returns policy.

This Change of Mind Return Policy does not affect your rights under the Australian Consumer Law you may have in respect of faulty items.

Our online customers are offered a 30 Day Money Back Guarantee service. Any watch, that has not been worn, scratched, damaged, made to order or altered in any way (including resize) within 30 days of delivery, is entitled to a full refund. The item to be returned or exchanged must be accompanied by the original proof of purchase, with all packaging and paperwork. Active Pro is not liable for return shipping costs unless the return is a result of our error.

To return a purchase, print out our returns form, fill it in and ship it with the goods to initiate the return. No printer? No problem! Please include a handwritten note in your return parcel stating the details of your return. Ensure the items are in the original packaging. We suggest using a registered eParcel through Australia Post.