FAQ's

Frequently Asked Questions

Everything you need to know about Runiq

📦 Shipping & Delivery

Find answers to common questions about our 📦 Shipping & Delivery

What are your delivery costs?

We offer free standard shipping on all orders within Australia. There are no hidden handling or packaging charges. All costs are displayed at checkout before payment confirmation.

How long does delivery take?

Orders are processed within 1–3 business days after payment confirmation. Delivery across Australia takes 5–10 business days from the date of dispatch, giving a total estimated delivery time of 6–13 business days. Timelines may vary during peak seasons or due to unforeseen carrier delays.

What is your order cut-off time?

Orders placed before 5:00 PM AEST on a business day will begin processing the same day. Orders placed after 5:00 PM AEST, on weekends, or on public holidays will begin processing on the next business day.

What carriers do you use?

We partner with trusted carriers including Australia Post, YunExpress, and DHL. Depending on your location, your order may be dispatched from an Australian or international distribution centre to ensure efficient delivery.

Do you ship internationally?

Currently, all products are available for purchase and delivery within Australia only.

What if I entered an incorrect delivery address?

Please double-check your shipping information before placing your order. We are not responsible for delays or losses caused by incorrect or incomplete addresses. If a parcel is returned to us due to an incorrect address or unclaimed delivery, it can be reshipped once additional postage fees are paid.

What happens if my package is lost or damaged in transit?

If your package is lost, damaged, or significantly delayed during transit, please contact us at support@runiq.shop. We will work with our carrier to investigate and resolve the issue as quickly as possible, and assist with a replacement or refund in accordance with our Return & Refund Policy.

How can I track my order?

Once your order is dispatched, you will receive a confirmation email containing your tracking details. Tracking information is usually available within 2–3 business days after dispatch. You can track your shipment directly on the carrier's website or via the tracking link in your dispatch email. If you have not received your tracking number within 5 business days, please contact us at support@runiq.shop.

🔄 Returns & Refunds

Find answers to common questions about our 🔄 Returns & Refunds

How can I return an item?

Email us at support@runiq.shop with your order number, reason for return, and photos if the item is faulty or damaged. Our team will respond within 1–2 business days (Monday–Friday, 9:00 AM–5:00 PM AEST) to confirm eligibility and send your prepaid return label. Once we receive your item, we inspect it within 3–5 business days and notify you of the outcome by email.

What items are non-returnable?

Items that have been worn, used, or are not in their original packaging are not eligible for change-of-mind returns. Items damaged through misuse, neglect, or accidents after delivery also cannot be returned. However, if a product is faulty or not as described, your statutory rights under the Australian Consumer Law always apply regardless of condition.

Do you accept exchanges?

Yes. We accept exchanges for eligible returns, including change-of-mind items within 30 days of delivery, subject to the same conditions and 20% restocking fee. Contact us at support@runiq.shop to arrange an exchange.

When will I receive my refund?

Once your return is approved, your refund is issued to your original payment method within 10 days. Please allow an additional 3–5 business days for your bank or payment provider to reflect the amount. The total estimated timeline from the day you ship your return is approximately 10–20 business days.

💳 Payment

Find answers to common questions about our 💳 Payment

What payment methods do you accept?

We accept Visa, Mastercard, American Express, JCB, UnionPay, PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed in Australian Dollars (AUD) through PCI-compliant, SSL-encrypted gateways. Your selected payment method is charged at the time you confirm your order.

When am I charged for my order?

Your selected payment method is charged at the time you confirm your order. Once payment is successfully processed, you will receive an order confirmation email containing your purchase details. If a transaction fails or is declined, the order will not be completed.

Is my payment information secure?

Yes. All checkout and payment pages use SSL encryption. Runiq does not store or access your complete credit or debit card details. Transactions are securely processed through Shopify Payments, PayPal, and other certified third-party providers.

What currency are prices displayed in?

All prices are displayed and charged in Australian Dollars (AUD). Applicable taxes will appear before confirming your order. The total amount charged will be clearly shown at checkout prior to payment.

🛡️ Warranty

Find answers to common questions about our 🛡️ Warranty

What is your product warranty?

All Runiq products include a 12-month warranty from the date of delivery. This covers manufacturing defects and functional faults that occur under normal use. If your product develops a fault during this period, we will repair, replace, or refund it at no additional cost. This warranty is in addition to your rights under the Australian Consumer Law.

What does the warranty not cover?

The warranty does not cover damage caused by misuse, neglect, or accidents; normal wear and tear; unauthorised modification or repair; or consumable and accessory parts such as straps, cables, and chargers. These exclusions do not limit your statutory rights under the Australian Consumer Law.

How do I make a warranty claim?

Contact us at support@runiq.shop with your order number, a description of the fault, and photos of the issue. Our team will respond within 1–2 business days to assess your claim and advise on the next steps, which may include repair, replacement, or refund at no cost to you.

🔒 Privacy & Data

Find answers to common questions about our 🔒 Privacy & Data

Do you collect my personal data?

We collect only the information necessary to process your order and provide our services, including your name, shipping address, email, and payment details. We do not sell or rent your personal data. For full details, please refer to our Privacy Policy on the website.

What do you do with my data?

We use your information to process and fulfil your orders, communicate about purchases and support requests, prevent fraud, improve our website, and provide personalised offers only if you have opted in. We share data only with necessary service providers such as Shopify, payment processors, logistics partners, and analytics tools.

How do I opt out of marketing communications?

You can withdraw consent for marketing communications at any time by contacting us at support@runiq.shop or using the unsubscribe link in any marketing email you receive.