Do I need to pay for shipping?
Saucony Australia charges a flat rate shipping fee of $10. However, if your order is over $100 we offer FREE SHIPPING on standard delivery, no matter your location in Australia or how many pairs you decide to purchase.READ FULL ARTICLE
Do you ship internationally?
Due to global distribution and licensing agreements we are unable to facilitate international shipping.
Orders made with us must be delivered to an Australian address.READ FULL ARTICLE
What do I do if I need to update my delivery address?
We all make mistakes sometimes! Unfortunately, our Customer Experience team are unable to update your address, we’re so sorry!READ FULL ARTICLE
You will need to wait until your order has been dispatched and then get in contact with StarTrack on 13 23 45 and provide them with your tracking number (can be found on your dispatch email!). They will be able to update your address, however, please note that this does add an additional business day for delivery on top of the standard delivery time.
How do I track my order?
We send regular tracking emails to keep you updated throughout your purchase journey. You'll receive an automated notification directly from StarTrack after your order is dispatched.
To track your order log into your account and select 'Track my Order' tab on the left hand side.READ FULL ARTICLE
Alternatively, you can visit the Australia Post website here to receive updates on the delivery status of your order.
Why haven’t I received any tracking information?
We’re incredibly sorry to hear that you haven’t received your tracking information.
We recommend checking your spam/junk inbox as it can sometimes land in there. If it’s still missing, please get in touch with the Customer Experience team below and we’ll be able to assist you.READ FULL ARTICLE
Please remember to include your order number when reaching out to the team, as this helps to speed up the process.
Can I change or cancel my order?
We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.
Unfortunately, we are unable to make any changes or cancel your order. Once you receive your item(s), you can return them in accordance with our Returns Policy.READ FULL ARTICLE
Why was my delivery returned to its sender?
If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.
Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.
Rest assured that you will be refunded once your parcel makes its way back to the warehouse.
We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.
We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.
If you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.READ FULL ARTICLE
When can I expect my order to be delivered?
We pride ourselves on our fast delivery. When your order is dispatched from the warehouse you'll be sent an email containing your tracking information to keep you updated throughout your purchase journey.
You can check out our Delivery time frames for more information.
Having difficulties? If you haven't received your order by the estimated delivery date, contact our Customer Experience team below and we'll help track it down.
I missed my delivery?
We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely.
If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.
We apologise for any inconvenience this may have caused however we don’t want your parcel to ending up in the wrong hands.
If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.
Alternatively, you can reach out to the Customer Experience team below and we’ll be able to assist you.READ FULL ARTICLE