Shipping & Returns

Shipping:

Australia & The United States:

We believe in making the decision to wear Activ Eyewear easy, which is why we offer free Standard Shipping when you spend over $99 for our Australian and United States of America customers.

With options for Standard shipping (4-10 business days after dispatch) or Express Shipping (2-7 business days after dispatch) in the checkout, the choice is yours and it's never to late to place your order.

We aim to dispatch every order placed within 1-2 business days however, we may take up to 3-4 business days to process your order during peak times where our warehouse experiences a large volume of orders.

For orders under $99 to Australia and the United States, we have a low $9.99 shipping rate (4-10 business days after dispatch) and also an express shipping option (2-7 business days after dispatch) if you need it urgently.

New Zealand:

Kia Ora! We love to see our New Zealand friends in Activ Eyewear!

We have a $9.99 NZD Standard Shipping option which is sent with Australia Post and handed to New Zealand Post for final mile delivery and takes 5-10 business days to be delivered after dispatch.

We also offer a $20 NZD DHL option which takes 2-10 business days after dispatch to be delivered depending on your location in New Zealand.

All rates in the checkout and are in NZD!

Rest of the World:

If you live outside the USA, Australia and New Zealand, don't worry because we haven't forgotten you. Regardless of your location we have a $14.99 USD flat rate shipping fee and we use reputable couriers to ensure your Activ Eyewear arrives safely and quickly!

Note: Some international locations might have a local import tax or customs charge, we encourage you to reach out to your local customs office to find out what these might be prior to purchasing.

You are responsible for paying any extra fees. If you do not accept the customs charges and your order is returned to our warehouse, return fees may be incurred and taken out of the refund amount.

Returns:

Please note: any items on sale, reduced price or discounted using a sale code will not qualify for returns or exchanges.

To make a return:

Please email hello@activeyewear.com with ‘Return’ as the subject. In the body of the email please state the following:

  • your full name
  • original order number
  • the reason for the return*
  • (example: refund, exchange etc)

We will reply to your email as soon as possible with instructions on how to proceed and an address for you to return your item/s to.

Change of mind:

  1. Change of mind for eyewear products must be lodged within 100 days of receiving your order. See ‘ACTIV 100 Day Money Back Guarantee’ for more information.
  2. Change of mind for apparel products and accessories must be lodged within 30 days of receiving your order.

(Please note that change of mind does not apply to products that are on sale or are marked at a reduced or discounted price).

Return product condition:

Your items will only qualify for a full refund or exchange if:

  • Eyewear products are intact and undamaged with all original packaging and contents (including cloth, pouch etc), and are in a resalable condition.
  • Apparel and Accessories products are unwashed and unworn with original tags attached, and are in a resalable condition.

If any item has been damaged in any way, the product will not be accepted upon return.

(Please note that the shipping costs to return your item(s) will be your responsibility).

International returns / exchange:

For purchases outside Australia, United States and New Zealand, customers will be charged a subsidized fee of $14.99USD to cover return shipping and handling. Any returned item(s) are your property and remain your responsibility until they reach our facility.

Damaged or faulty product:

In the event that you receive a faulty product and we are unable to exchange it with the same or similar product, we will provide you with a refund for that particular item (shipping charges will not be refunded if your original order contained more than one piece).

In the rare event that you receive a faulty item, you are required to send photo evidence with your return request by emailing hello@activeyewear.com. If your claim is approved, you will be offered a refund upon the item being returned and processed as per the instructions you will be provided with.

Please note that ACTIV has the right to assess the age and condition of the faulty item. Unless the product is deemed a genuine manufacturing fault, exchanges and refunds will not be provided. Claims showing general wear and tear will be rejected.

Returns for faulty or wrong items will be eligible for exchange when they are returned to our facility within 30 days of the purchase date. Items returned beyond this period will not be accepted by ACTIV, and will remain your responsibility. If you select to complete a direct product-for-product exchange, the exchange product cannot then be returned.

Other information:

Please allow 7-14 business days from receipt of returned goods, for your return to be processed.

If you have any questions regarding sizing, fabrication or fit, please refer to our product-specific sizing charts or contact us at hello@activeyewear.com for assistance.

Shipping Insurance:

PROTECT YOUR DELIVERY WITH SHIPPING PROTECTION

Fight the parcel pirates and include Shipping Protection on your order.

There’s no need to wait weeks for claims to be processed by couriers - protect your parcel with a small fee and we’ll offer you a refund or replacement if it doesn't arrive or arrives damaged.

WHAT WE DEEM AS LOST:

  • Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 7 business days for your parcel to be delivered after it has been scanned as 'delivered.'
  • Sometimes the courier prematurely marks it as delivered and tries a redelivery or it turns up in a secure location such as in your power meter box or behind a gate or roller door at your property or it may be at your neighbours.
  • When a shipment has been in transit for more than 20 business days and cannot be located by the courier company.
  • We reserve the right to classify your shipment as ‘delayed’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.

WHAT WE DEEM AS DAMAGED:

  • Items arrive damaged from transit. 
  • Some of your order is missing or damaged due to the packaging opening in transit 

Please contact us immediately if your items have arrived damaged or something is missing. We will require some photographic evidence of tampered items.

WHAT WE DO NOT COVER:

  • Missing parcels or redelivery fees due to incorrect address information provided by you
  • Delays in transit due to supply chain issues, floods, strikes, bushfires or other natural disasters
  • Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays
  • Orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with your chosen courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees, and these will be deducted from your refund
  • Items that are returned to us for a refund or exchange that are not in a resalable condition

HOW TO SUBMIT YOUR CLAIM:

If your parcel is lost or damaged, please contact us and a member of our customer experience team will assist you. What to include in your claim email: 

  • Order number
  • Description of your issue
  • Photo evidence of damage if applicable

We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.

By selecting shipping protection, you agree to these terms. 

OUR POLICY FOR UNPROTECTED PARCELS:

We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbour or at a secure location, we are not responsible for a refund or replacement.

*Shipping Protection is non-refundable.