FAQs
GENERAL ENQUIRIES:
Do you ship overseas? How much is shipping?
Yes, we ship worldwide!
Shipping costs will apply, and will be calculated at checkout based on your order's weight and your delivery location.
How long will shipping take?
*Please note these shipping times do not include order processing times. The suggested timeframes below are based on your order having been processed. For order processing times please see your relevant product page.*
All worldwide orders are shipped with FedEx which takes 3 - 14 business days to arrive.
All Australian orders are shipped with Aramex which takes 1 - 10 business days to arrive.
Please note - Aramex are currently taking longer than usual to deliver orders to WA & SA. Please get in contact with us at support@hggperformance.com if your order has not arrived within the above delivery timeframe.
Delivery details and a tracking number will be provided in your confirmation email, which will be sent to you after your order has been processed.
Can I change my order?
Please ensure you contact us within 12 hours of placing your order.
If you would like to make an alteration to your order (such as change the quantity, item, or address) please contact us at support@hggperformance.com
Do I need to pay any import duties or taxes on my order?
Each country has their own rules regarding import taxes and duties and we unfortunately do not control these charges.
Please note it is the customers responsibility to pay any duties or taxes associated with their order.
I have an issue with the delivery of my order.
We are so sorry to hear that!
Please contact us at support@hggperformance.com with your order number and we will assist you.
Please note if the courier was unable to reach you to deliver your order and in the unlikely event it is returned to us, there will be an additional shipping fee that will need to be paid before we re-ship your order.
My product is faulty / has been damaged in transit, what should I do?
We are so sorry to hear that!
Please contact us at support@hggperformance.com with your order number and any images and/or videos of the issue. We will then either send you out a replacement part, or organise a full product replacement, depending on the scope of the damage.
Can I return or exchange my product?
We have a 30 day return policy, which means you have 30 days after receiving your item to request an exchange, return or refund if the item is faulty or was damaged during transit.
Please note we do not accept returns or exchanges for change of mind, or if you purchased the incorrect product.
To start your return, please contact us at support@hggperformance.com with your order number.
In the case of an exchange, we will require you to return the item back to us via Registered Post. Please note we do not cover return postage costs for exchanges - this is the customers responsibility.
We will notify you once we’ve received your return.
Where applicable, your refund will be processed via your original payment method. Please remember it can take 3-5 business days for your bank or credit card company to process the refund too.
How and where are your products made?
Our products are all handmade here in Australia by our mighty team.
We pride ourselves in using Australian materials and Australian suppliers to create HGG Performance® high quality products.
Why the price?
Can I customise a product?
Yes!
Contact us at support@hggperformance.com with a description of what you are after.
What is your business doing to reduce its footprint and impact on the environment?
We use environmentally friendly packaging wherever possible.
All of our orders are packed in recyclable cardboard boxes and we use "popcorn" to keep your items safe - this product is 100% biodegradable starch and is completely compostable and water soluble (we recommend placing the "popcorn" in your kitchen sink and it will dissolve throughout the day).
Collaboration enquiries
We are always keen to hear from leaders in the field or those passionate about strength and conditioning that wish to collaborate with us.
Please email our Sales Team at sales@hggperformance.com with some information about who you are, what you do and how you would like to collaborate with us.
Wholesale enquiries
For all wholesale enquiries, please contact our Sales Team at sales@hggperformance.com
Any other questions?
Our team will be happy to assist you!
Please contact us at support@hggperformance.com
QUESTIONS ON THE ISOTIB®
What weight should I start with?
We recommend 1.25-2.5kg to begin with.
Will it fit my feet / foot?
Yes!
The ISOTIB® has an adjustable foot clamp (the piece on the left side) that allows you to open and close the ISOTIB® to fit your foot size.
Our standard ISOTIB® can fit up to a 13 US shoe size - please contact us at support@hggperformance.com if you have a larger shoe size and require a custom ISOTIB® at no extra cost.
Remember to always wear shoes!
Do I need to wear shoes whilst using the ISOTIB®?
We recommend always wearing shoes whilst using the ISOTIB® due to the clamping mechanism - the clamping mechanism will tighten against your shoe to fit to size.
Do I need to purchase one or two?
You only need to buy one per person!
The ISOTIB® has been designed to fit both your right and left foot, so that you can work through your exercise reps separately with each leg.
How do I set up my ISOTIB®?
For detailed instructions on how to set up your ISOTIB®, please click here.
If you have any further queries, please contact us at support@hggperformance.com
What exercises should I do on my ISOTIB®?
Questions on The Tib Bar™
What weight should I start with?
We recommend 2.5-10kg to begin with.
How do I set up my Tib Bar™?
For detailed instructions on how to set up your Tib Bar™, please click here.
If you have any further queries, please contact us at support@hggperformance.com
The stainless steel sleeve I have does not fit my weight plates, what do I do?
We are so sorry to hear that!
Please contact us at support@hggperformance.com and we will assist you further.
Questions on The Nordic Bar™
How do I set up my Nordic Bar™?
The adjustable Nordic Bar™ easily clips and fastens on to any frame, gym bar, post or immovable solid object measuring up to 90mm in width.
Slide the Nordic Bar™ around the post you are wanting to attach it and fasten the HGG moustache bolts in towards the post until the clamping pads are tight against the post.
Please refer to this photo for further clarification on how to set up your Nordic Bar™.
We recommend kneeling on a padded bench for comfort while doing this exercise.