Frequently Asked Questions

Payments

What payment methods are accepted by RJR SPORTING PRODUCTS?

Payment methods available through the website are:

  • Visa Debit/ Credit cards
  • Mastercard
  • American Express
  • PayPal
  • EFT/ Direct Payment
    Account Name: RJR SPORTING PRODUCTS Pty Ltd
    BSB: 064404
    ACCOUNT #: 10567578
Why has full payment been taken straight away from my account?

Once your payment details have been entered, your bank will place an authorisation against the full order amount. This will show as a pending transaction on your account ( unavailable funds ), we will then either take all or part of this pending amount depending on whether we are processing all or part of the order straight away. If your order is a Pre-Order for more than 5 days in advance of the order date the pending transaction will automatically void after 5 days and be released back into your available balance.

If you cancel your order before we have completed the transaction the pending transaction can be voided, please allow 7-10 working days for any amount pre-authorised by your bank to be cleared into your available funds. For orders placed from overseas this may take longer.

What is the security check?

For your security, every single order goes through a security check. The security check has been put in place due to increased anti credit card fraud procedures. If you had placed a recent order our system will notice this and ensure it is not fraudulent or a duplicate. In the case of your details failing this check you will be contacted by email/phone and asked for some alternate or additional information so that we can validate your order. Please make sure you are supplying the correct billing name/address information so your order is dealt with quickly.

How long it will take for order to be put through security check?

Normal process times will be within 24-48hrs, if you have chosen Priority Delivery this will be actioned in time for the order to be processed as requested.

When your order has been processed you will receive either an order confirmation email which confirms authorisation was successful, or an email detailing any payment problem including what to do next.

I received an email saying the name and address details I entered do not match that held by the card issuer, but they are correct?

When we request Pre-Authorisation on your card our bank will check with your card issuer that both the full order value is available and that the name/address details entered match that which they have on file.

This can sometimes be a fickle system so if there is any discrepancy it will be flagged and we will need you to contact us with confirmation of your billing address or alternative billing method

How can I cancel an online order?

Once you have completed your order you can check the status of the item/s by logging into your account on our website.

If we have validated payment we cannot guarantee the order can be cancelled (please note if you have ordered personalised products it is very unlikely we can cancel once payment has been validated and goods sent for processing). We ask that you contact us as soon as possible preferably by phone and we can check if this is possible.

If goods have been dispatched you may return them but please check our returns policy and Terms and Conditions as some items/services may be excluded.

What does status 'Processing' mean?

When you log into your account to check the progress of your order check the individual item/s status, ‘Processing’ will mean we have validated payment and the item/s are awaiting packing in our dispatch department, once dispatched you will receive an email of confirmation.

What does status 'Personalisation' mean?

When you log into your account to check the progress of your order check the individual item/s status, ‘Personalisation’ will mean we have validated payment and the item/s are awaiting printing or embroidery, this takes approximately 15 – 20 days then you order will be packed for dispatch to our warehouse facility, once dispatched you will receive an email of confirmation. Generally and personalisation orders can take up to 6 weeks or longer to complete.

When will I be charged?

For all in-stock items, payment will be captured at the time of the order.  Pre-ordered items will be charged when the goods are ready to be shipped. Personalised products require a 50% upfront payment with the final payment due before shipping.

Are my details retained by RJR for future orders?

We do keep records of your NAME /ADDRESS and records of previous orders. If you have ordered previously via the website you should have a login with which you can place an order more quickly.

What happens if a price of an item has changed, after it is ordered but before its shipped to me?

Price reduction decisions are not always made in advance so if you notice a price has been reduced after you order has been confirmed but before you have received it please contact us by phone or email and we’ll always credit the difference by taking it off the next time you shop with us. A unique one time voucher code will be generated for you to use when you next check out.

Unfortunately, If a price is reduced after receipt of the order we cannot honour the difference.

Returns

Can personalised items ordered on the RJR website be exchanged?

All personalised product cannot be exchanged so please ensure to order the correct size when purchasing. If however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected, and we will be pleased to offer a refund or exchange according to your wishes, as is normal procedure.

How do I return a product if I'm not happy with it?

On the dispatch note is a returns form and label which both explains the returns process and requires you to complete the appropriate section so we know what action to take. Please add a covering letter if you feel the need to add more information. We do not offer a free returns service. However, if you return items for replacement, we despatch the replacement goods to you free of charge.

Please return the order to:

RJR SPORTING PRODUCTS PTY LTD “MIAMI ONE SHOPPING CENTER” C/O Hamilton Simmons- 1/21 Sunshine Parade, MIAMI QLD Australia 4220 Most importantly we suggest you use a recorded method of carriage to return the goods to us ( check which is appropriate with carrier ). We cannot be held responsible for items lost or delayed in transit on the way back to us.

What happens if there is a fault with an RJR product?

As an online business, we aim to provide a Returns service that is totally hassle-free for you. If you find a fault has occurred with a product please return the item in a clean and dry condition in its original packaging to:

RJR SPORTING PRODUCTS PTY LTD “MIAMI ONE SHOPPING CENTER” C/O Hamilton Simmons- 21 Sunshine Parade, MIAMI QLD Australia 4220

Make sure you include a covering note with your name/address/contact telephone no. or email address, clearly explain the reason for return along with the outcome you would like ( Replacement, Exchange or Refund ). Please note that if it is a bat purchase it is always advisable to contact our customer service team who will ask you for the details of the issue prior to sending it back to us.

We will always endeavour to deal with returns within 5 – 7 working days, however this may extend at busy times of the year. Most importantly we suggest you use a recorded method of carriage to return the goods to us ( check which is appropriate with carrier ). We cannot be held responsible for items lost or delayed in transit on the way back to us.

Have you received my returned goods?

As soon as your return has been processed by our warehouse, we’ll email you to let you know, if you have requested a refund then this will have been processed at this point. If a replacement or exchange is being processed the goods will be dispatched soon after normally 3-5 days ( if personalisation is required this will take much longer ).

If you have not received notification that we are processing the return firstly track the parcel with the courier you sent it with to confirm it’s reached us, if it hasn’t they will investigate for you.

My return was processed but I wasn’t refunded my delivery charge?

If goods are returned as unsuitable or for exchange of size we will not refund either your returns cost or the original postage charge. If an item is faulty or we sent the wrong item to you then we will cover cost of return. For more information, please see our Returns Policy.

I have been refunded the incorrect amount from RJR, why?

We are very sorry if we have made a mistake on your refund. Please get in touch with us and we will try and sort it out for you as soon as possible. The following may affect the amount you have been refunded:

  • The delivery charge, which would only be refunded if the goods are faulty.
  • Any discounts that were applied at the time of sale, which may not now be applicable.
  • Any reconditioning fee that may be applicable.

We may have refunded you less returns costs. If you have refused the delivery of your parcel, or not contacted the courier/mail service after they have attempted to deliver to you, you are then liable for the return charges made by the courier to have it returned back to us. This amount varies depending on where the parcel is returned from and it’s size.

I returned an item and it was incorrectly refunded or replaced.

We are really sorry if we made a mistake when processing your request. If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted due to stock availability and could not reach you for an alternative decision on what you would prefer. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want through our website instead.

If you contact our sales team to reorder we will offer free delivery on the replacement item/s.

If you were expecting a refund and we sent you replacement goods, Please get in touch with our customer service team and we will resolve the problem as conveniently as possible for you.

Products & Stock

How reliable is product availability as stated on the RJR website?

Product availability is updated daily through the functionality of the RJR website. When you select your required sizes, colour, weight or shape the availability will appear below at checkout time, either:

  • In Stock
  • Available to Pre-Order

If there is ever an availability problem with an item displayed as ‘In Stock,’ usually where the number of orders exceeds the current stock level, your confirmation email will advise ‘Item currently out of stock’ in the item status on the RJR website. An RJR representative will then contact you to advise on further availability or an alternative choice and you can confirm how you wish to proceed.

If I Pre-Order an item will I always receive the item on the release date?

When you Pre-Order an item a “Pre-Order Now” message will be displayed. This is the anticipated dispatch date from our warehouse based on the delivery schedule advised by the manufacturer. If you have chosen to personalise your Pre-Order item please allow an additional 5- 7 days for dispatch. We will inform you straightaway of any manufacturer delivery delay to RJR SPORTING PRODUCTS PTY LTD by providing a post on our website or social media pages as soon as possible and advise of the new expected dispatch date.

Will RJR SPORTING PRODUCTS PTY LTD ever re-stock sale items?

Often items will be reduced in price once that line/colour has been discontinued. If more stock is due you will be able to select the size and once selected it should show on the screen the due date of delivery. If your item is unavailable you may wish to contact our sales team who can scan our stock database for another bargain for you.

How long will items be on sale for on your website?

Generally once an item has been reduced it will remain at the lower price until all the stock is sold, the price may even drop further but only when there is an oversupply of products. Some offers including Multibuys/Reductions may only be for a limited time, but if the order is placed at this price it will be honoured providing stock is available!

Does RJR SPORTING PRODUCTS PTY LTD price match?

Although we don’t price match we do have regular promotions throughout the season including Multi-buy offers and regular reductions on different items every month. Please check the website regularly or call our sales team as stocks will be limited!

Can I place an order by email or fax?

We do not except orders by fax/email, due to the obvious security issues with supplying personal details in this manner. We will certainly accept initial enquiries this way, but the final ordering must be processed on our secure website.

What sizing formats do RJR SPORTING PRODUCTS use?

We will only ever use Australian sizes as our predominate format. There are size comparison charts available on the RJR website for most of our products but if you require further assistance please contact a member of our sales team by phone or email.

Can personalised items be exchanged?

Personalised products cannot be exchanged so please ensure that you order the correct size when making a purchase. If you wish to cancel an order for a personalised product please check your order’ current status by contacting our customer service team as quickly as you can and we can check if this is possible.

The product I received looks different to the image on the RJR website/catalogue or marketing material?

While every effort is made to ensure that products, prices, colours are correct at the time of printing the Catalogues and Pre-Selling on our RJR website, we cannot be held responsible for any errors or product changes. Please contact our customer service team if you are unhappy with what you have received and we’ll do our best to rectify the problem quickly and fairly.

Delivery

What delivery options are available?

Delivery options include either:

Standard or Express.

Not all options will be able to you and is depending where you live. Which options are available, depend on where you are based in Australia or which part of the world you are in as well as where you are having your order delivered to and the total weight of the order.

If I am ordering from outside of Australia, am I liable for import taxes?

For Customers outside of Australia: If goods are being sent outside of Australia, import duties are then applied once the package reaches its destination country.

Any additional charges for customs clearance must be paid by the recipient (including, but not limited to, taxes, duties, holding fees). We have no control over these charges and can not predict what they may be.

Customs policies vary widely from country to country and are subject to change so we would advise you to contact your local customs office for current, up to date information prior to placing your order. We will also not be liable for any further costs incurred because of a recipient’s refusal to pay customs charges and we will charge accordingly for any charges incurred by RJR SPORTING PRODUCTS PTY LTD as a result of the recipient’s refusal to pay the applicable charge levied by Customs.

Has my order been dispatched yet?

As soon as your order is dispatched from our Warehouse, you will be sent an automatic email to confirm that it’s on its way, the approximate time frame of delivery should also be confirmed. Dispatch from our warehousing facilities can be up to 2 business days after cleared funds have been received.

If your order has been sent on a tracked service you will have the reference details and a link to the courier website where process can be tracked, you may not get any tracking information on the courier’ website until the following working day after dispatch.

Please note: Collections from the RJR SPORTING PRODUCTS PTY LTD warehouses are Mon – Fri. If you parcel is marked as dispatched after 6pm or on a Saturday or Sunday we will make every effort but can not promise that it will be collected on the next working day. From the next working day after that you will be able to track it on the courier’ website.

After dispatch how can I track my delivery?

When your order is dispatched you are sent an email to confirm that it’s on its way to you, included in this email is your tracking number and details of how to track your order depending on which courier RJR have selected to be used. The status of your order will then be shown. If you miss the delivery, please take your missed delivery notification card, along with a proper form of identity, to collect your parcel. Australia post will hold your order for up to four days before returning it to us. If you did not receive a card you will need to contact your local collection service.

All deliveries will need to be signed for between 9.00 am and 6.00 p.m. If you miss the delivery, a card will be left and they will generally not make an attempt to deliver the next working day.

What happens if I'm not at my delivery address at the time of delivery?

If you are out at the time of delivery the courier or Australia Post should leave a calling card with the type of parcel that is being held and their contact details. If someone else is at the address they may sign for the parcel, as the courier is contracted to deliver the parcel to the address stated not the person. In the event that you haven’t received your parcel or a card within the expected delivery time first track your parcel using information provided in your dispatch email, if you don’t get a clear answer please contact a member of our customer service team who will gladly assist you in finding your parcel.

Do you deliver to an alternate/work address?

We will always ask that you provide the correct billing address details when submitting your order but you may change the delivery address to an alternative residential or business address. If you are requesting delivery in a different country to the billing address this will automatically go through a security check and we may be in touch to confirm your details.

If you request a business address for delivery please make sure you enter the address completely as possible including if necessary, Business name, building name, floor, department etc.

What should I do if I don't receive the parcel within expected delivery time?

All parcels sent with these couriers should be easily tracked by using the reference number provided in your dispatch email on the appropriate couriers website. Even if there has been a delay there should be a clear indication where the parcel is and potentially the cause of the delay. So this should always be your first point of reference.

We would then kindly ask that you contact the courier who should be able to provide more detail as to any problem there may be, they may also request further information at this time to locate your address. If you don’t get an adequate response please contact us and we will investigate further on your behalf.

We thank you for your patience if you do experience any delays in receiving your goods from RJR.

Can I refuse my parcel?

If you want to refuse, or have refused delivery for any on the below reasons:

  • you did not want to pay import taxes
  • you do not want the parcel

You will be liable for any costs we incur from our courier for return delivery.

If however, you refuse because there is something wrong with your order or something is missing/package is open, then the above statement is not applicable to you.

What happens if the courier misplaces my parcel?

In the unlikely event of your parcel being lost by the courier, as the sender we will always be responsible for making the enquires and eventual claim for the lost items. This means that once the courier classes a parcel as lost we can process a replacement or refund immediately.

If a parcel is sent on a express Delivery service we should get a much quicker and detailed response from the courier. Please see the above FAQs on the procedure to follow if you have not received your parcel within the estimated time frame a set out.

What happens if my package is damaged upon receipt?

If the outer packaging of your parcel is open or damaged we suggest you check all items are present and correct before signing for the parcel. If there are any problems with items missing or damaged REFUSE DELIVERY, contact us immediately and we will make all the arrangements for a replacement.

What should I do if I receive the wrong item from RJR SPORTING PRODUCTS?

In the unlikely event we send you the wrong product by mistake, we will refund the cost of return postage back to the card which was used to purchase the item(s). Please send the product back to us by recorded delivery and covering letter detailing what happened.

As soon as we receive the returned item(s) we will despatch the correct product and issue you with the postage refund.

I have received a faulty item, how do I resolve this with RJR?

In the unlikely event that goods are faulty upon receipt, please contact our customer service as soon as possible so we can resolve the matter. We will endeavour to make the process of replacement as convenient as possible.

An item is missing from my order, how do I resolve this quickly and as effectively as possible?

Sometimes we don’t send everything you’ve ordered at the same time, so first of all, check your dispatch notification email to see if any of your items are ‘to follow’. If the dispatch note says an item should be in your parcel but it isn’t, please get in touch with our RJR customer service team by email first outlining the details of what is missing. Providing all relevant details of including your order number, product code and description of item/s will greatly speed up the process time.