Returns & Exchanges
Q: What's your return policy?
A: We offer 14-day returns on eligible items that are unworn, unused, and in original packaging with tags attached. Please note that for hygiene reasons, Booty Bands, Ankle Straps, Water Bottles, and Yoga Mats cannot be returned or exchanged unless faulty. Contact us at contact@balanceandstrength.com.au to initiate a return.
Q: Can I exchange for a different colour or resistance level?
A: Yes! We're happy to process exchanges within 14 days of delivery. You'll cover return shipping to us, and then we'll send out your exchange. If the item is faulty or incorrect, we cover all shipping costs.
Q: Who pays for return shipping?
A: You're responsible for return shipping costs unless the item is faulty or we sent the wrong item.
Q: How long do refunds take?
A: Refunds are processed within 5 business days of receiving your return. Depending on your bank, it may take a few additional days for the funds to appear in your account.
Q: I received a faulty or incorrect item - what do I do?
A: Contact us within 7 days of receiving your order at contact@balanceandstrength.com.au with clear photos, your order number, and a description of the issue. We'll make it right as quickly as possible and cover return shipping for faulty or incorrect items.
Shipping & Delivery
Q: What are your shipping times?
A: We aim to ship non-preorder items within 72 business hours under normal circumstances. During restocks or launch periods, please allow up to 5 business days for processing. Delivery timeframes are calculated at checkout based on your location. Orders are not processed on public holidays.
Q: How much does shipping cost?
A: Shipping costs and estimated delivery times are calculated at checkout based on your location and order size. This ensures you get the most accurate shipping quote for your specific order.
Q: Do you offer free shipping?
A: Yes! We offer free shipping on orders over $100 within Australia.
Q: My order includes a pre-order item - when will it ship?
A: Orders containing pre-order items will ship together once the pre-order is ready. Pre-order wait times are listed on the product page and may vary by 1–3 days. If you need in-stock items sooner, we recommend placing a separate order.
Q: Do you ship internationally?
A: We currently ship within Australia only. International shipping is coming soon - join our email list to be notified when we expand.
Q: How can I track my order?
A: Once your order ships, you'll receive a tracking number via email. You can track your package directly through the carrier's website.
Q: Will I have to pay customs or import fees?
A: For international orders (when available), all customs duties, VAT, or import taxes are the responsibility of the customer and may be charged when your order arrives in your country.
Products & Quality
Q: What makes Balance and Strength different from other gym accessory brands?
A: We're selective. Every product is hand-chosen because it meets our standards for quality, functionality, AND aesthetic. We're not chasing trends - we're curating products we genuinely use and believe in. Plus, we're real fitness enthusiasts, not just sellers of cute gym gear.
Q: Are your resistance bands better than cheaper options on Amazon?
A: Yes. Our fabric resistance bands are premium quality - they won't roll, snap, or lose tension like cheap elastic bands. We've tested dozens of options and only stock what actually performs. You're investing in longevity and consistency.
Q: Do the colours match across different products?
A: Absolutely! Our signature black, pastel blue, and beige colourways are coordinated across the entire range so you can build a matching gym aesthetic.
Q: Are your products suitable for beginners?
A: Yes! Our products are designed for all fitness levels. Whether you're just starting your gym journey or you're an experienced lifter, our accessories will support your training.
Care & Maintenance
Q: How do I care for my resistance bands and ankle straps?
A: Wipe down with a damp cloth after use and air dry. Avoid storing in direct sunlight or extreme heat. With proper care, your B+S accessories will last through hundreds of workouts.
Q: Are the gym bags machine washable?
A: We recommend spot cleaning with mild soap and water.
Q: How do I clean my water bottle?
A: Hand wash with warm soapy water and allow to air dry thoroughly. Do not put in the dishwasher unless specified on the product page.
Orders & Account
Q: I forgot to use my discount code - can you apply it after ordering?
A: Contact us within 24 hours of placing your order at contact@balanceandstrength.com.au and we'll see what we can do. We can't guarantee retroactive discounts once an order has been processed.
Q: Do I need an account to place an order?
A: Nope! You can checkout as a guest. However, creating an account makes it easier to track orders and speeds up future checkouts.
Q: Can I change or cancel my order?
A: Contact us immediately at contact@balanceandstrength.com.au. If your order hasn't been processed yet, we'll do our best to accommodate changes or cancellations.
Q: Do you offer gift cards?
A: Not yet, but we're working on it! In the meantime, you can purchase items as a gift and have them shipped directly to the recipient.
Still have questions? Email us at contact@balanceandstrength.com.au - we typically respond within 24 hours (Monday-Friday).
