Customer Service

Shipping and Delivery

Matrix Bracing Australia Pty Ltd will post products Australia wide. Orders will be dispatched within 1-2 business days. Please allow 3-5 working days for delivery. Matrix Bracing Australia is committed to providing exceptional customer service and quality product, with every item thoroughly checked before dispatch. Once an order has been placed, an Order Acknowledgement email will be sent to confirm the order details. A Shipment Notification email with tracking information will be sent once the item is prepared for dispatch. For international orders through our website please contact Matrix Bracing Australia at sales@matrixbracing.com.au

Postage Options

All goods are shipped by Australia Post. When you go to our store checkout there will be four (4) options listed. Our system is linked directly to Australia Post and each option reflects their service option, delivery time and cost.

Standard: Standard Surface Mail. Matrix Bracing Australia does not take responsibility to lost or stolen items.

Standard with Extra Cover: (Recommended) The parcel is sent by Registered Post and delivery from Australia Post requires a signature. Matrix Bracing Australia does not take responsibility to lost or stolen items signed for anybody other than the addresse.

Express: Express Post. The customer is not guaranteed delivery once the parcel has reached the customers address. Registered tracking ends at the post office. Matrix Bracing Australia does not take responsibility to lost/stolen items if left in a mail box or front door.

Express with Extra Cover: (Recommended) Express Registered Post. The parcel is sent by Express Registered Post and delivery from Australia Post requires a signature. Matrix Bracing Australia does not take responsibility to lost or stolen items signed for anybody other than the addresse.

Express Post overnight delivery is only guaranteed for the following work day if the order is received by 4pm and is covered by Australia Posts 'Next Business Day Express Post Network' list.

Backorders: Matrix Bracing Australia will always carry stock on hand so that orders can be processed in a relatively short period of time. If for any reason we are out of stock or we are unable to fulfil an order, a notification email will be sent within 2 business days to arrange a backorder. We endeavour to have items available within a reasonable time period. Should this not be the case, customers will be informed immediately.

Refunds on Shipping and Handling Charges: If a mistake was made and the wrong order was dispatched, or the customer received a damaged product, we will refund shipping and handling charges once Matrix Bracing Australia office receives the returned product. A copy of the customers Matrix Bracing Australia tax invoice will be requested for proof of purchase. Matrix Bracing Australia will pay for any additional re-delivery freight charges.

Privacy and Security: Matrix Bracing Australia is dedicated to keeping our customer details private. Any information we collect is kept strictly secure. We do not sell, trade or rent personal information to others. We only use this information to identify orders, provide e-news (if applicable) and to personalise our customers shopping experience.

Returns Policy: We are confident customers will be happy with their purchases, however, for any product return queries please contact us via email at sales@matrixbracing.com.au. A Return Authorisation number (RAN) will be provided and further details will be emailed in relation to returning the product. Items must be returned within 14 working days of original dispatch date in the same condition it was in when received (unworn, unwashed, with the tags still attached and all spares in shipping package) returned. We recommend utilizing registered post as Matrix Bracing Australia does not take responsibility for items not received if a customer attempts to return products via non registered post. Please allow 10 working days from the day you return your product for your account to be credited or your exchange product to be redelivered. Unfortunately, we cannot accept returns purchased outside of Matrix Bracing Australia. We cannot exchange product for a style not within our product range. We are unable to accept returns or exchange items that have undergone customisation.

Faulty Items: Items will be inspected by our Product Assessments team and if the item is deemed to be faulty due to manufacturing or product defect, Matrix Bracing Australia will replace or refund free of additional freight charges. If deemed not to be faulty, it will not qualify for an exchange or refund under this return type.

Change of Mind: Matrix Bracing Australia will accept 'Change of Mind' returns, however the product must be returned in original condition. We are unable to accept items with information tags removed, customized, worn or washed.

Matrix Bracing Australia will take no responsibility for incorrect sizing made by the customer. Additional shipping costs will be charged to exchange sizes. (Please view instructional sizing video to ensure correct measurement.)

Payment and Pricing

Payment: We accept payment by Visa, Mastercard and Online Banking. Orders will not be despatched until payment has been received and cleared. Under no circumstance do we accept cash payments via the mail and will not be held responsible for losses incurred.

Pricing Policy: Prices for products shown on the Matrix Bracing Australia website are shown in Australian Dollars and are GST free. Additional shipping charges (GST inclusive) will be added to the price.