NUTRITION & GEAR

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“The real workout starts when you want to stop.”

Salomon

Help & FAQs

We're here to help. If you can't find the answer to your question please use the contact form below or email us at teamfuelme@fuelme.co.nz

FAQs

General

BEST BY (BB) VERSUS USED BY DATES

Expiration dates & Use By Dates tell consumers the last day a product is safe to consume.

Best before date or BB Date on the other hand tells you that the food is potentially no longer in its perfect shape from that date.

Before Dates should be taken in relation to the food it is on/relates to. For example a Gel is unlikely to taste any different 6 months or even 12 months past BB date where as a Loaf of Bread may be a different story.

It is totally legal to sell product past BB date

HOWEVER at FuelMe we endeavour to “Short Date Special” any products that reach 1 month prior to their BB date. This is NOT to say they aren’t just as efficient at providing fuel or that there is any noticeable change in the product. It is more that we want our customers to be happy with their purchase.

Should you receive a product that is past BB date and are not happy with what you paid send it back for a refund.

To refund however we will need the product back in an un-opened state (in case we are hungry).

Expiry dated products should NEVER be sold past the expiry date and this is something we at Fuelme would never do as our systems should pick this up. In the VERY unlikely event it happens we will refund without question.

Does the Loyalty System on the new Website Work the Same as the Old?

Fundamentally Yes - The ratio of spend to point value is the same however the new system allocates points in 1 per dollar where the old system allocated points at 1 dollar to $10 spend. So 10 points on the new system has the same value as 1 point on the new system.(just to be a little confusing! )

If you have a enough points for a voucher yet it is rewarding you one please contact us to manually activate it.

Ordering

Can I cancel my order?

We completely get it, we change our minds too! Contact us immediately to cancel. Providing the items have not been shipped we will beable to refund less the payment fee of approx 3% that we will be charged regardless of refund.

If you wish to return an item read our returns policy. We cannot refund nutritional products for safety reason should they be what you ordered.

What if I want to speak to someone?

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

We are contactable on 0800-353 588. At times you may need to leave a message and we'll get back to you.

Shipping

What countries do you ship to?

We currently ship in New Zealand and to Australia. If your enquiry relates to a different shipping destination contact us for a quote.

How long will it take to receive my order?

In NZ Standard shipping normally takes 2-5 days. Allow extra time during busy times or time of weather distruptions to the roading network.

Please see our shipping page for further information

Returns and Refunds

How do I return a product?

Items must be returned within 30 days after receiving your order and you have contact us regarding it. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging.

We can not accept return of Nutritional products unless there has been an issue with your order - damaged product, incorrect product etc.

To be sure your return is accepted please contact us first!

Returns can be sent to

PO Box 16347, Bethlehem, Tauranga 3147

How long will it take to receive my refund?

Refunds are processed within 3 working days from when we receive the item(s).

Compression Garment Return

Please note 2XU and other Compression garments are designed to be a VERY TIGHT FIT and their sizing is not based on Regular Clothing Size Charts. They are not designed to feel or fit like regular training tights so often can feel quite unusual.

Please Ensure You Have Correctly Measured Your Height, Weight, And Chest Measurement And Followed The Appropriate Sizing Charts Before Wearing The Garment During Training.99% of the time the Sizing chart is going to give you accurate sizing – if you happen to fall on the border of two sizes we suggest you go for the larger size for comfort or go down a size for a increased compression (though not always too comfortable).

If you find that on receiving your goods that you have ordered the incorrect size please return the UNUSED garment in its original packaging in an unused condition.

Defective or Faulty Goods

If for some reason you find any items are faulty or defective please contact us as soon as possible. You can then return to us with free return shipping and we will arrange a repair or replacement if the item is still under warranty. If our supplier is unable to repair or replace the item with an identical item a credit or refund will be given:

Email or Phone us on 0800 383588 and let us know the fault with the item you wish to return.

Send the item back. We will then inspect the item and send to the supplier for replacement or repair.

Please allow up to 10 working days for replacement of faulty items. For products sourced outside of NZ this will be take longer as delays can occur beyond our control.

Cancelled Events

Sorry, returns will not be accepted due to event cancellations, but surely thats ok as you have come this far there WILL be another event you can do 😉

FUELME

Can I Get A Discount or Be Your Ambassador?

We would love you on board as a customer! If you are a regular customer of ours and have a goal that you feel we could support you in achieving and you are prepared to support us in return send us a proposal.

We are open to sponsorship but we get A LOT of requests.

To date fuelme has supported sports teams, clubs, events and certain individuals. It can be hard to find the balance.

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.