FAQS


COVID-19 UPDATE

All orders placed are sent via Australia Post's Express Post service to ensure parcels are delivered in the safest way possible.

Australia Post is taking action to help protect the health and safety of their staff and customers in relation to the spread of coronavirus COVID19.

READ MORE

Australia post’s Express Post guarantee is temporarily suspended. All orders will continue to be shipped via Express Post, please allow extra time for delivery, thank you for your patience.

READ MORE

Are retail stores operating in relation to the spread of Coronavirus COVID-19?

As the coronavirus (COVID-19) outbreak continues to evolve every day, we want to reassure you that the health and safety of our customers and team members is our absolute priority. We care deeply about doing what we can to keep everyone safe during these unprecedented times.

Our retail locations in Australia are open with the exception of our Melbourne CBD (VIC), Southwharf FO (VIC), Essendon FO (VIC) and Uni Hill FO (VIC) stores, which are temporarily closed until further notice.

Please see here the in-store safety measures we have in place to ensure our customers and staff are safe during COVID-19.


ASICS FAQs

Where is my order?

All orders are shipped with Australia Post Express and delivered between 2-4 business days. If you have not received your order within 5 business days please contact our customer service team at aop.retailonline@asics.com

Australia post’s Express Post guarantee is temporarily suspended. All orders will continue to be shipped via Express Post, please allow extra time for delivery, thank you for your patience.

READ MORE

When will my order be shipped?

Orders placed on weekdays before 12:00pm local Sydney time will be dispatched the same day. Any orders placed after 12:00pm local Sydney time will be dispatched the next business day.

Due to high demand across Australia Post's network and a reduction in freight capacity, there are currently delays in both the dispatch and delivery of orders.

Please allow additional time for your order to be dispatched and arrive.

For additional information and updates, READ MORE

How do I return my order?

Checked out as a returning customer (logged in)?
Simple! You can login and lodge your return in your account. Click on ‘return an item’ in your order history and follow the steps.

Checked out as a guest?
Contact us at aop.claims@asics.com and provide your order number, name, contact number, the product you wish to return and reason for return.

ASICS Claims team will contact you via email if your return has been approved and instructions on how to return.

Will you refund my shipping / delivery costs if I return my order?

We will refund the complete cost of the return. We will not refund the shipping costs.

Can I exchange?

Unfortunately we are unable to process an exchange. If you wish to exchange a product, please return your purchase for a refund and place a new order.

Can I return my online order in store?

We are unable to process a return in store. Please follow the online return process here.

Do you have this style in store?

If you are after a particular style please contact the store directly. You can find store details through our store finder https://www.asics.com/au/en-au/store-locator Styles may differ from online to stores.

I have received a faulty item, what can I do?

If you have received a faulty item please send an email to our customer service team with your order information and details of the fault to aop.retailonline@asics.com

I received an incorrect item in my order, what can I do?

If you have received a incorrect item please send an email to our customer service team with your order details to aop.retailonline@asics.com

Why was my order cancelled?

Your order may be cancelled for a number of reasons. The most common one is if the product that you ordered is no longer in stock. Our customer service team will send you an email confirming the cancellation of the order.

How much is shipping?

Shipping is free for orders over $99. $7.99 shipping fee on orders $99 and below.

How long does delivery take?

All orders are shipped with Australia Post Express and delivered between 2-4 business days (metro areas). Please allow extra time for regional delivery. For more information on the Australia Post network click here

If you have not received your order within 5 business days please contact our customer service team at aop.retailonline@asics.com

Who covers the return cost?

The customer will be covering all cost on returns unless deemed faulty by our QA team. Please see our full returns policy here.

Do you deliver to Parcel lockers, Locked Bags, GPO Boxes, Airports, Prisons?

Unfortunately we do not deliver to Parcel Lockers, Locked Bags, GPO Boxes, Airpots, Prisons.

Do you deliver to PO Boxes?

We sure do!

My address wasn’t recognised at check out?

In the rare occasion where the address validation does not validate your address. Please refresh your browser cache and re input your address. If you are still having trouble please contact our customer service team at aop.retailonline@asics.com

Do you ship internationally?

We do not ship internationally. We do not ship to the Torres Strait Islands or Christmas Island.

Can I use my international credit card to purchase online?

Unfortunately, we are unable to process your order with an international credit card.

My promotional code is not working?

If your promo code is not working please refresh your browser cache and try again. If this does not work please send an email to our customer service team aop.retailonline@asics.com or call our customer service team on Phone: 1300 139 742.

Please check all T&C’s on promotions before placing your order.

Unsure which shoe to purchase?

If you're unsure which style of shoe to purchase give our customer service team a call/email and they can point you in the correct direction.

Phone: 1300 139 742 Email: aop.retailonline@asics.com


ASICSTIGER TO SPORTSTYLE

What are the social channels I can follow for Sportstyle?

ASICS Sportstyle can be followed on all channels. Visitors can currently find ASICSTIGER including Facebook, Instagram, Twitter, and YouTube.

What will happen to the ASICSTIGER social channels?

ASICSTIGER social channels will change usernames to ASICS Sportstyle which visitors will see automatically reflected on accounts followed.

Why does ASICSTIGER not have its own designated social media channels and website anymore?

ASICSTIGER will feature on the ASICS site, where customers can still shop the same products, located under the new Sportstyle category. Designated social channels will still exist for ASICS lifestyle products under the new ASICS Sportstyle name.

What will happen to accounts created on ASICSTIGER sites?

ASICSTIGER accounts will automatically become ASICS accounts. If you have created an account on ASICSTIGER before it was closed, you can use that email address and password to log in on ASICS. You can also use the forgotten password button to reset it if you have forgotten your password.

If I placed an order on ASICSTIGER before the site went away, how do I monitor the status of my order and resolve any queries about my order?

Log into the ASICS site using the email address associated with your ASICSTIGER order. You will be able to view your order history and current orders in the 'account' section of the customer dashboard. If you are experiencing any issues with the order, contact ASICS customer service to inquire about the status of your order and resolve any queries. If you are experiencing issues with your password, we advise that you reset your password.

Will I start receiving all ASICS emails if I had only signed up for ASICSTIGER emails in the past?

Yes, although all ASICSTIGER customers will be given the chance to opt out of emails before the ASICSTIGER site is closed - lookout for an email from ASICSTIGER in your inbox.

Where on asics.com can I buy Sportstyle products?

You can find Sportstyle products in the site navigation or search for them using the search bar function.

Can I still buy collections and styles I previously shopped on ASICSTIGER (such as the GEL-LYTE III) on ASICS?

Yes, ASICSTIGER collections and styles previously shopped for can now be found by searching for them on the ASICS site or locating them under the new Sportstyle category.

Does onitsukatiger.com still exist?

onitsukatiger.com remains available online.

What happened to asicstiger.com?

Products hosted on asictiger.com are now available on the ASICS site, which features ASICSTIGER products under the new Sportstyle section.

What are you doing with my ASICSTIGER data?

Your ASICSTIGER data will be migrated to the ASICS site. Data that has previously lived in your ASICS Tiger account (Example: Your ASICSTIGER order history) will be carried over to ASICS and will not be shared with any third parties without your consent.

h3>How do I return my ASICSTIGER product?

Log into the ASICS site using the email address associated with your ASICSTIGER order. You will be able to view your order history and process a return. If you checked out as a guest, contact us at aop.claims@asics.com and provide your order number, name, contact number the product you wish to return and the reason for return.

Is sizing the same for ASICS performance and sportstyle

Sizing may differ for some styles. See the size guide for all information.

What is the official date that asicstiger.com is closing?

The official date will be Tuesday, 24th September 2019.

Can I now wear ASICS Sportstyle products to run?

ASICS recommends choosing the product that suits the activity. Today's consumer wants the best of both worlds, without any compromise. ASICS Sportstyle is ASICS addressing this need to suit consumers lifestyles.

Can I use ASICSTIGER Promo codes on ASICS.com?

Yes, all ASICSTIGER promotional codes that are valid at the time of migration will be valid at ASICS with the same expiration dates.

How do I view my past purchases on ASICSTIGER?

Log into ASICS.com using the email address associated with your ASICSTIGER order. You will be able to view your order history and current orders in the 'account' section of the customer dashboard. If you are experiencing any issues with the order, call ASICS customer service to inquire about the status of your order and resolve any queries. If you are experiencing issues with your password, reset your password.


Why do we use RFID technology in some of our products?

ASICS applies RFID tags to some products for operational efficiency and product management. The RFID tags do not carry or store any personal data which could identify individual customers to us. We only store product specific information such as the product code on the RFID tag. This information is not linked to a customer, or to customer transactions.