HomeShipping and returns
Shipping and Returns
Everything you need to know about getting your Hoop Matter kit, and what we do if something is not right.
Shipping
| Item | Detail |
|---|---|
| Where we ship | Australia only for now. |
| Cost | $20 flat per order |
| Pre-orders | Dispatch from late November 2026. We will email you your exact dispatch date |
| Orders after launch | Dispatched within 2 to 3 business days |
| Carrier | Australia Post, or our fulfilment partner in some areas, always with tracking |
| Christmas | Order by 15 December 2026 for delivery before Christmas. Later orders are still sent, but we cannot promise they will arrive by Christmas |
You will get an email with your tracking number when your kit is on its way. Your 12 months of Matter Minis access starts when your kit is dispatched, and your login details arrive by email.
Delivery times depend on the carrier. Most metro orders arrive within 2 to 6 business days of dispatch, and regional or remote areas can take longer. We cannot deliver to parcel lockers.
Please check your delivery address at checkout. If you spot a mistake, email [email protected] straight away. We cannot change an address once the kit has been dispatched.
Lost or late parcels
If your tracking has not moved for 5 business days, or your parcel shows as delivered but you do not have it, email us. We will work with the carrier to find it and, if it is lost, send a replacement at no cost.
Damaged, faulty or wrong items
We want your kit to arrive perfect. If anything is damaged, faulty, missing or not as described:
- Email us. Email [email protected] with your order number and a photo.
- We reply fast. We will reply within 2 business days, and in most cases sort it out in that first reply.
- We make it right. We will replace the item, repair it or refund you, as the Australian Consumer Law requires. For a major problem, you choose whether you want a replacement or a refund.
- We pay the postage for any return or replacement.
- You do not need the original packaging to return a faulty item.
Matter Minis problems
If the videos will not play or your login does not work, email us. We will fix it, extend your access, or offer a refund or other remedy if we cannot.
Change of mind
We do not offer refunds or exchanges if you simply change your mind. This does not affect your rights for faulty, damaged or incorrect items above.
Refunds
Refunds go back to your original payment method within 5 business days of our approval. Your bank may take a few more days to show it.
Not happy with our answer?
See our Complaints page. You can also contact NSW Fair Trading.
More policies
The fine print, in plain English.
Child safety comes first
We work with young people, so we follow the NSW Child Safe Standards. Everyone who works with us is screened, trained and signs our Code of Conduct.
To raise a concern, email [email protected]. If a child is in immediate danger, call 000.
Athlete Matter acknowledges the Awabakal and Worimi peoples, Traditional Custodians of the land on which we work, and pays respect to Elders past and present.
