Frequently Asked Questions

SHIPPING

All orders are shipped by Australia Post within 1-3 business days of purchase.
Express Post can be selected at the checkout for an additional cost.

Please note that Onyx Active cannot be held responsible for any delays caused by Australia Post, however please get in contact if you do not receive your order in a timely fashion.

Once your order is processed, you will receive an email with your tracking number.

 

INTERNATIONAL SHIPPING

For all international orders, please email info@onyxactive.com.au for a personalised shipping quote. We will do our very best to see if we are able to accommodate.

Please note that Onyx Active is not responsible for additional import taxes, custom duties and/or fees to countries outside of Australia.

 

RETURNS AND REFUNDS

If you’re not 100% happy with your order please get in touch for an exchange, store credit or refund.           

For all return and exchange inquiries please send an email to info@onyxactive.com.au with your name, order number, item details, and reason for returning. A member of our team will be in touch within 2 business days.

 

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item using the issued store credit.

 

WHICH ITEMS ARE RETURNABLE?

All Items purchased in the last 30 days.

They must be unworn and unaltered. With the packaging still attached. Postage is not refundable.

Our refunds are processed via original form of payment.

For exchanges the cost of shipping the product back to us will not be reimbursed. Shipping of the exchanged items is at the customer's expense.

 

WHICH ITEMS ARE NON-RETURNABLE?

Clearance / Sale Items. This includes any product that is purchased on a sale event. Exceptions will be made for faulty items.

 

DAMAGES AND ISSUES?

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you have received the wrong item.

We adore our brand and conduct quality checks on all of our products. If you believe that your product has a defect please contact our customer service team info@onyxactive.com.au

We are happy to replace any defective products. Please note that this does not include general wear and tear. 

 

HOW DO I CLEAN MY MAT?

Use a clean cloth with warm water to wipe down mat, leave mat to dry in shade.

We do not recommend machine washing your mat.