FAQs

Can I talk to someone at Y Gear?

For all website and order queries, please contact us via our contact form or via email or phone.

Email: contact@yservices.org.au

Phone: 03 8799 0000.

Ordering

Do you have a store?

We have Y Gear products stocked at most YMCA Recreation and Aquatic centres around the nation. 

Is your website secure?

Yes. Your credit card details are processed securely via 128 bit SSL encryption. We use Secure pay, a trusted Australian credit card processing company to charge your card. We do not have access or store your credit card information.

Can I cancel an order? How?

To cancel your order immediately please call us on 03 8799 0000. Our warehouse team process your order very quickly, so to avoid your order being shipped prior to your cancellation, we recommend that you call us ASAP.

If you order has already been shipped out, don't worry, you can still return it for a refund.

Are your stock levels correct?

We try and keep our stock levels as accurate at possible, but from time to time our products may go out of stock or we might be waiting on a delivery of stock, so we can place your order on back order. 

What currency are your prices?

All prices are in Australian dollars and include a 10% goods and service tax (GST). Note: Orders shipping outside of Australia do not get charged GST, so it's about 10% cheaper for you lucky people.

Will tax be added to my order?

If you order is being shipped within Australia, then all the prices shown already include the goods and services tax (GST). For our overseas customers, you will not be charged GST if the order is being shipped overseas. Some Countries charge tax or duties for orders over a certain value. It's up to you to check what happens in your country. GST will be removed from your prices.

How safe is my personal information?

Your personal details are very safe.

We are not in the business of selling our database. We would never sell or share our customers personal information. Please refer to our Privacy Policy for more information.

Do you store my credit card details?

No, we do not store credit card information. When placing an order online the Credit Card transaction is processed with Secure Pay.

Can I return items if I don't like it when I get it?

You can return items, as long as they're in original, saleable condition with all packaging and wing tags. Click here to view our full return policy.

What type of payments do you accept?

We accept Visa and Mastercard, as well as PayPal. If you're a YMCA Staff account holder, you also have the option to place the order via purchase order.

What happens if you can't fulfil my order?

In the unlikely event that we can't send you your order we will notify you straight away and refund your money in full.

Shipping

Can I pick up my order?

We do have a warehouse located in Boronia, Victoria. Please call us in order to place an order for pick-up on 03 8799 0000

How long will it take to receive my order?

If your order is shipped within Australia, you should receive it within 2-7 working days depending on your location. 

Orders going to New Zealand should take about 5 business days, with all other overseas orders taking 7 -10 days. See full shipping information.

For orders that contain name badges, this can take up to 15 business days.

When will my order ship?

You order will be shipped within 3 business days.
Once your order is shipped you will receive a confirmation email.

Where will my item ship from?

Your item will ship from our Melbourne warehouse

Can I track my order?

Yes. Once your order is dispatched we will have a tracking number for the order. The tracking number is sent to you via email along with instructions on how to track the order.

International Orders

Will I be charged Good And Services tax?

All prices are in Australian dollars and include a 10% goods and service tax (GST). Orders shipping outside of Australia do not get charged GST, so it's about 10% cheaper if you are overseas.

Will I be charged tax in my country?

Every country is different. Some charge tax or duties for orders over a certain value. It's up to you to check what happens in your country. Orders that are shipped within Australia are charged a 10% goods & services tax (GST) which is inclusive in the prices you see on our website. If you are shipping your order outside of Australia, the 10% GST will be removed from your prices.

How long will it take for my order to arrive?

This all depends where you are in the world, an international order can take anything from 12-21 days for delivery. Whenever possible we will send you a tracking number for you to track your order.

Can I track my order?

Whenever possible we will send you a tracking number for you to track your order.

Returns

What is your return policy?

We like to make shopping at Y Gear simple and trouble free. You can return your purchase to Y Gear within 10 days from purchase for a refund, replacement or exchange. 

How do I return an order?

To request a return, replacement or exchange, please contact us via email, with your order number, and the items you are wanting to return, at contact@yservices.org.au 

What happens if a product is faulty?

If an item arrives and it is in some way faulty please email us at contact@yservices.org.au and provide a photo of the faulty item. We will then send a new item out with a return satchel, for the faulty item to be returned.