Frequently Asked Questions

ORDER STATUS

How do I cancel my order?

We know how important your order is, so we aim to fulfil orders as quickly as possible! While we cannot cancel or change an order once it has been placed, you are welcome to return your items in accordance with our Returns Policy once your order has been delivered to you.

How can I track my package(Domestic)?

To check the tracking information available for your package:

Click here to track your package via the Engage website (you must enter your tracking number).

In your Shipping Confirmation email, you'll receive a link to your tracking information. From there, you can monitor the shipment’s progress until the package is delivered to your door.

Depending on the shipping method selected you may visit austpost.com.au or startrack.com and enter the tracking number that was emailed to you directly on the carrier’s website.

How Can I TRack my package(International)?

To check the tracking information available for your package:

Click here to track your package via the Engage website (you must enter your tracking number).

In your Shipping Confirmation email, you'll receive a link to your tracking information. From there, you can monitor the shipment’s progress until the package is delivered to your door.

Depending on the shipping method selected you may visit austpost.com.au, startrack.com, dhl.com(International) and enter the tracking number that was emailed to you directly on the carrier’s website.

What if my credit card is declined?

If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.

I placed an order but never received a confirmation email?

If you do not receive an email from Engage within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address on file might be spelled incorrectly.

To check your orders, log into your Engage account and select the “My Orders” option to review your order history.

If you are still unable to locate the confirmation email for your order, please contact our Customer Support team by emailing info@engageind.com or by clicking here.

what if i forgot to apply my discount code?

Unfortunately, orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized. Instead, please use your code on your next purchase!

I PLACED AN ORDER, BUT HAVEN'T SEEN ANY MOVEMENT FROM Engage WHAT'S GOING ON?

Depending on the shipping method selected, most orders leave our warehouse within 72 business hours after the order is placed (excluding Saturdays, Sundays, and holidays).

Please refer to our full Shipping Policy for current processing times and available shipping methods. Note: In-transit times are separate from processing times and are subject to change during the holiday season.

For orders containing multiple out-of-stock items, these items will be refunded back to the original form of payment (minus any applicable discount codes used on the order), allowing us to process and ship the rest of your order as quickly as possible!

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

Why was my order cancelled?

There are several reasons why your order may have been cancelled:

1. The item(s) sold out.

2. There is a delay in replenishment for your item(s).

3. We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order.

If the billing address stated on the order does not match with what the credit card issuer or bank has on file, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, you may create a new order using the correct billing address.

Note: If your order is cancelled for any of the reasons above, you will receive an email confirming your order’s cancellation. The full amount of the order will be refunded back to the original form of payment used. Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution. If your order is cancelled and you used an Engage Gift Card to purchase, please reuse the Engage Gift Card on your next purchase.

What payment methods do you accept?

We accept Visa, MasterCard, Discover, American Express, PayPal, Apple Pay, Poli(Australia only) and store credit via Engage Gift Cards. Please note: Engage Gift Cards are exclusive to online purchases only.

We accept Afterpay, more details on how to use Afterpay service on this link.

PRODUCTS

Do you have an engageind sizing guide?

Yes, To accommodate customers around the globe, we provide a detailed Size Guide for clothing and fight gear.

To visit our size guide, click here!

Note: Sizing may vary depending on cut and style. You can speak with our customer service on this link to ask sizing recommendations. We also have an Easy Returns policy in case your items do not fit perfectly.

I want to purchase an item, but it's out of stock, what can I do and how often do you restock?

Most of the limited edition items are only limited numbers, will only be restocked if we get enough requests via email. To make a restock request click here

Helpful Hint: Act quickly when you find a style, size, or color you like! Due to the fast nature of our business, we never guarantee that an item will be restocked.

Do you have larger / smaller sizes?

If you need to get a larger or smaller sizing, please request via customer service inquiry info@engageind.com Check out our SIZE GUIDE for details!

I want to purchase an item but the prices change when i goto checkout?

Engage process all orders in Australian Dollars(AUD). While the contents of your cart is currently displaying your selected currency, you will checkout using AUD at the most current exchange rates provided by xe.com.

Your currency will be converted to Australian Dollars on checkout, the value of your items are still the same in your currency value.

What are final sale items?

All items with crossed out standard retail prices are considered Final Sale and cannot be returned for store credit.

Mystery Box, Gift cards, Sale Items, Bundles are also considered Final Sale and non-returnable.

SHIPPING

Shipping policy

METHOD COST TIME
AUS - FREE Standard Shipping(Orders over $80AUD) FREE 5-14 Business Days*
AUS - Standard Shipping $10.00 AUD 5-14 Business Days*
AUS - Domestic Startrack Express(Up to 0.5kg) $13.00 AUD 2-5 Business Days*
AUS - Domestic Startrack Express(0.5kg-1kg) $15.50 AUD 2-5 Business Days*
AUS - Domestic Startrack Express(>1kg-3kg) $15.50 AUD 2-5 Business Days*
AUS - Domestic Startrack Express(>3kg-5kg) $23.00 AUD 2-5 Business Days*
USA FREE DHL Express Shipping(Orders over $300.00 AUD) - Zone 4 FREE 5 to 9 Business Days*
USA DHL Express Shipping(Up to 0.1kg/0.22lbs) - Zone 4 $12.70 AUD 5 to 9 Business Days*
USA DHL Express Shipping(Up to 0.25kg/0.5lbs) - Zone 4 $14.80 AUD 5 to 9 Business Days*
USA DHL Express Shipping(Up to 0.5kg/1.1lbs) - Zone 4 $21.60 AUD 5 to 9 Business Days*
USA DHL Express Shipping(>0.5kg/1.1lbs - 0.75kg/1.65lbs) - Zone 4 $22.80 AUD 5 to 9 Business Days*
USA DHL Express Shipping(>0.75kg/1.65lbs - 1kg/2.2lbs) - Zone 4 $26.30 AUD 5 to 9 Business Days*
USA DHL Express Shipping(>1kg/2.2lbs - 1.5kg/3.3lbs) - Zone 4 $28.80 AUD 5 to 9 Business Days*
USA DHL Express Shipping(>1.5kg/3.3lbs - 2kg/4.4lbs) - Zone 4 $33.60 AUD 5 to 9 Business Days*
USA DHL Express Shipping(>2kg/4.4lbs - 2.5kg/5.5lbs) - Zone 4 $37.90 AUD 5 to 9 Business Days*
USA DHL Express Shipping(>2.5kg/5.5lbs - 3kg/6.6lbs) - Zone 4 $42.20 AUD 5 to 9 Business Days*
USA DHL Express Shipping(>3kg/6.6lbs - 3.5kg/7.7lbs) - Zone 4 $46.50 AUD 5 to 9 Business Days*
USA DHL Express Shipping(>3.5kg/7.7lbs - 4kg/8.8lbs) - Zone 4 $51.70 AUD 5 to 9 Business Days*
USA DHL Express Shipping(>4kg/8.8lbs - 4.5kg/9.9lbs) - Zone 4 $56.10 AUD 5 to 9 Business Days*
USA DHL Express Shipping(>4.5kg/9.9lbs - 5kg/11lbs) - Zone 4 $62.90 AUD 5 to 9 Business Days*
Canada FREE International Shipping(Orders over $300.00 AUD) - Zone 4 FREE 9 to 21 Business Days*
Canada International Shipping(Up to 0.1kg/0.22lbs) - Zone 4 $10.50 AUD 9 to 21 Business Days*
Canada International Shipping(Up to 0.25kg/0.5lbs) - Zone 4 $14.50 AUD 9 to 21 Business Days*
Canada International Shipping(Up to 0.5kg/1.1lbs) - Zone 4 $21.00 AUD 9 to 21 Business Days*
Canada International Shipping(>0.5kg/1.1lbs - 0.75kg/1.65lbs) - Zone 4 $25.50 AUD 9 to 21 Business Days*
Canada International Shipping(>0.75kg/1.65lbs - 1kg/2.2lbs) - Zone 4 $30.10 AUD 9 to 21 Business Days*
Canada International Shipping(>1kg/2.2lbs - 1.5kg/3.3lbs) - Zone 4 $37.50 AUD 9 to 21 Business Days*
Canada International Shipping(>1.5kg/3.3lbs - 2kg/4.4lbs) - Zone 4 $47.00 AUD 9 to 21 Business Days*
Canada Auspost Express Shipping(Up to 2kg/4.4lbs) - Zone 4 $38.00 AUD 7 to 9 Business Days*
Canada Auspost Express Shipping(Up to 3kg/6.6lbs) - Zone 4 $55.50 AUD 7 to 9 Business Days*
Canada Auspost Express Shipping(Up to 5kg/11lbs) - Zone 4 $71.20 AUD 7 to 9 Business Days*
Asia Pacific FREE International Shipping(Orders over $300.00 AUD) - Zone 2 FREE 9 to 21 Business Days*
Asia Pacific International Shipping(Up to 0.5kg/1.1lbs) - Zone 2 $22.50 AUD 9 to 21 Business Days*
Asia Pacific International Shipping(>0.5kg/1.1lbs - 0.75kg/1.65lbs) - Zone 2 $29.50 AUD 9 to 21 Business Days*
Asia Pacific International Shipping(>0.75kg/1.65lbs - 1kg/2.2lbs) - Zone 2 $36.50 AUD 9 to 21 Business Days*
Asia Pacific International Shipping(>1kg/2.2lbs - 1.5kg/3.3lbs) - Zone 2 $50.00 AUD 9 to 21 Business Days*
Asia Pacific International Shipping(>1.5kg/3.3lbs - 2kg/4.4lbs) - Zone 2 $65.00 AUD 9 to 21 Business Days*
New Zealand FREE International Shipping(Orders over $300.00 AUD) - Zone 1 FREE 5 to 9 Business Days*
New Zealand Auspost Express Shipping(Up to 0.5kg/1.1lbs) - Zone 1 $13.50 AUD 5 Business Days*
New Zealand Auspost Express Shipping(Up to 1kg/2.2lbs) - Zone 1 $15.00 AUD 5 Business Days*
New Zealand Auspost Express Shipping(Up to 1.5kg/3.3lbs) - Zone 1 $18.60 AUD 5 Business Days*
New Zealand Auspost Express Shipping(Up to 2kg/4.4lbs) - Zone 1 $19.00 AUD 5 Business Days*
New Zealand Auspost Express Shipping(Up to 3kg/6.6lbs) - Zone 1 $24.00 AUD 5 Business Days*
New Zealand Auspost Express Shipping(Up to 5kg/11lbs) - Zone 1 $31.00 AUD 5 Business Days*
New Zealand International Shipping(Up to 0.1kg/0.22lbs) - Zone 1 $12.50 AUD 5 to 9 Business Days*
New Zealand International Shipping(Up to 0.25kg/0.5lbs) - Zone 1 $13.10 AUD 5 to 9 Business Days*
New Zealand International Shipping(Up to 0.5kg/1.1lbs) - Zone 1 $13.50 AUD 5 to 9 Business Days*
New Zealand International Shipping(Up to 0.75kg/1.65lbs) - Zone 1 $17.00 AUD 5 to 9 Business Days*
New Zealand International Shipping(>0.75kg/1.6lbs - 1kg/2.2lbs) - Zone 1 $18.50 AUD 5 to 9 Business Days*
New Zealand International Shipping(>1kg/2.2lbs - 1.5kg/3.3lbs) - Zone 1 $21.00 AUD 5 to 9 Business Days*
New Zealand International Shipping(>1.5kg/3.3lbs - 2kg/4.4lbs) - Zone 1 $23.50 AUD 5 to 9 Business Days*
U.K. & Ireland FREE International Shipping(Orders over $300.00 AUD) - Zone 3 FREE 9 to 21 Business Days*
U.K. & Ireland International Shipping(Up to 0.1kg/0.22lbs) - Zone 3 $10.60 AUD 9 to 21 Business Days*
U.K. & Ireland International Shipping(Up to 0.25kg/0.5lbs) - Zone 3 $14.50 AUD 9 to 21 Business Days*
U.K. & Ireland International Shipping(Up to 0.5kg/1.1lbs) - Zone 3 $21.00 AUD 9 to 21 Business Days*
U.K. & Ireland International Shipping(>0.5kg/1.1lbs - 0.75kg/1.65lbs) - Zone 3 $25.50 AUD 9 to 21 Business Days*
U.K. & Ireland International Shipping(>0.75kg/1.65lbs - 1kg/2.2lbs) - Zone 3 $34.00 AUD 9 to 21 Business Days*
U.K. & Ireland International Shipping(>1kg/2.2lbs - 1.5kg/3.3lbs) - Zone 3 $39.00 AUD 9 to 21 Business Days*
U.K. & Ireland International Shipping(>1.5kg/3.3lbs - 2kg/4.4lbs) - Zone 3 $46.00 AUD 9 to 21 Business Days*
U.K. & Ireland Auspost Express Shipping(>1.5kg/3.3lbs - 2kg/4.4lbs) - Zone 6 $43.00 AUD Up to 9 Business Days*
U.K. & Ireland Auspost Express Shipping(>2kg/4.4lbs - 3kg/6.6lbs) - Zone 6 $60.50 AUD Up to 9 Business Days*
U.K. & Ireland Auspost Express Shipping(>3kg/6.6lbs - 5kg/11lbs) - Zone 6 $74.00 AUD Up to 9 Business Days*
Western Europe FREE International Shipping(Orders over $300.00 AUD) - Zone 3 FREE 9 to 21 Business Days*
Western Europe International Shipping(Up to 0.1kg/0.22lbs) - Zone 3 $10.60 AUD 9 to 21 Business Days*
Western Europe International Shipping(Up to 0.25kg/0.5lbs) - Zone 3 $14.50 AUD 9 to 21 Business Days*
Western Europe International Shipping(Up to 0.5kg/1.1lbs) - Zone 3 $21.00 AUD 9 to 21 Business Days*
Western Europe International Shipping(>0.5kg/1.1lbs - 0.75kg/1.65lbs) - Zone 3 $25.50 AUD 9 to 21 Business Days*
Western Europe International Shipping(>0.75kg/1.65lbs - 1kg/2.2lbs) - Zone 3 $34.00 AUD 9 to 21 Business Days*
Western Europe International Shipping(>1kg/2.2lbs - 1.5kg/3.3lbs) - Zone 3 $39.00 AUD 9 to 21 Business Days*
Western Europe International Shipping(>1.5kg/3.3lbs - 2kg/4.4lbs) - Zone 3 $46.00 AUD 9 to 21 Business Days*
Rest of the World FREE International Shipping(Orders over $300.00 AUD) - Zone 5 FREE 15 to 21 Business Days*
Rest of the World International Shipping(Up to 0.5kg/1.1lbs) - Zone 5 $20.00 AUD 15 to 21 Business Days*
Rest of the World International Shipping(>0.5kg/1.1lbs - 0.75kg/1.65lbs) - Zone 5 $29.00 AUD 15 to 21 Business Days*
Rest of the World International Shipping(>0.75kg/1.65lbs - 1kg/2.2lbs) - Zone 5 $38.00 AUD 15 to 21 Business Days*
Rest of the World International Shipping(>1kg/2.2lbs - 1.5kg/3.3lbs) - Zone 5 $55.00 AUD 15 to 21 Business Days*
Rest of the World International Shipping(>1.5kg/3.3lbs - 2kg/4.4lbs) - Zone 5 $72.00 AUD 15 to 21 Business Days*

*Time listed does not include up to 72 hours processing time and time in customs(excluding Saturdays, Sundays, and Holidays).

SHIPPING WITHIN AUSTRALIA

Online orders for delivery within Australia are normally dispatched via Australia Post E-Parcel Express and usually arrive within 3-5 business days from dispatch. Shipping rates are calculated at time of purchase through the online store.

INTERNATIONAL SHIPPING

Engage ships to most* destinations around the world via DHL and should usually arrive within 3-14 business days from dispatch. DHL are not able to deliver to PO Box addresses, when placing your order please provide a physical postal address.

Orders should normally arrive within 3-7 business days from dispatch.

Engage does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. International customers will need to check with their local customs office in regard to what, if any, duty you may be liable for when the order arrives.

Shipping costs are calculated at time of purchase.

By confirming a purchase you are accepting responsibility for all Customs Charges incurred. You will be importing goods into your destination country. Engage wishes to remind you that as the importer of goods you are legally responsible for any and all taxes, duties, and charges by your Government.

Engage does not have any control over customs charges and are unable to advise what they will be, as it is based on your own countries regulations & compliances. If you are concerned about what charges you may be liable for, please check with your local customs office before proceeding to checkout.

All charges are to be paid by the customer on delivery of order.

Orders cannot be returned to sender.

At its absolute discretion, Engage may elect to offer you a refund if you choose not pay any duties and taxes at time of import. If we do however, Engage will deduct any customs fees that apply to the purchase paid by Engage from the refund amount.

* DHL Exclusion countries are Ascension, Bouvet Island, British Indian Ocean Territory, French Southern Territories, Heard & McDonald Islands, Johnston Island, Midway Island, Pitcairn, Russia, Tokelau, Tristan Da Cunha, Turkmenistan, Wake Island and Western Sahara. These countries orders will be sent by airmail. No tracking service is available to these destinations. Please allow up to 30 days for delivery of your order, Engage does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. Please note this is transport costs only and does not cover any import liabilities that may be applied by the Government of the destination country.

How do I know if my package has been shipped?

When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it's ready to leave our Dispatch Center you will receive a second email with tracking information for your shipment. Please refer to our full Shipping Policy above for current processing times and available shipping methods.

Note: Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Dispacth Center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.

Have your tracking number? Check the status of your shipment here.

Do you ship internationally?

Engage is proud to service customers from all over the world! The default pricing on our site is in AUD, the conversion rate depends on your issuing credit card company used on the transaction. Please see our currency converter located at the bottom left of our website to change currency on the site. The site will default to Australian Dollars(AUD) on the checkout page.

In some instances, delivery may be delayed depending on your country's customs. Engage and the carrier do not have control over how long customs take to clear a package. In addition, certain countries may apply tariffs or customs duty after the package is accepted. We suggest checking with your local post office to find out if that applies to you as Engage does not cover additional customs fee charges. Engage is not responsible for applicable customs fees, import duties, taxes, or any other charges.

Do you refund shipping Fees?

Shipping fees are non-refundable unless you have received a damaged item and would like to return it. To report a damaged item, please use the following process before returning:

Take a photo of the item which clearly displays the damage and email the photo to our Customer Service team (info@engageind.com) along with a description of the damaged item and your order number.

Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.

I received a damaged item, what do i do?

Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Service team (info@engageind.com) along with a description of the damaged item and your Order Number.

Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.

EASY RETURNS

What is your returns policy?

Need to return an item?

Please note the following when returning:

• Engageind online returns slip can only be used to return items purchased online at engageind.com.

• All returns will be refunded via store credit in the form of an Engage Gift Card code.

• You will be responsible for covering the shipping costs to return your item(s).

• Items must be sent back within 30 days of the delivery date.

• Items must be unworn, unwashed, and have original tags attached.

• All items with slashed prices are Final Sale and cannot be returned for store credit.

• Please allow 5-7 business days for us to process your return once it is received by our Distribution Center.

• Engage is not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.

 

For our full Return Policy, click here! 

How long does the returns process take?

Returns are processed within 5-7 business days after your item(s) are delivered to our Distribution Center. Depending on the shipping method and carrier that was selected to return, your return package may take several days to reach us. Please hold on to your return tracking number for your records.

Once your return has been processed, you will be issued store credit in the form of a Engage Gift Card. The Gift Card will be sent to the email used to purchase your order.

During holidays and times of high volume, returns are subject to delays. If you are still waiting to receive store credit for your return, please send an email to info@engageind.com with your Order Number and the name of the item(s) returned along with one of the following:

• Proof of postage/return postage receipt

• A return tracking number

 

Can I exchange or return an item?

Presently, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) by mail in accordance with our Easy Returns policy and repurchase the item(s) in your desired size or style once your store credit is issued.

To return your items please do the following:

1. Download Form - Download our returns slip form, print and fill-in the details. This form must be included in your returned package, download the form here.

2. Get Your Package Ready - Purchase a traceable parcel service such as Austpost, Startrack, DHL, or USPS international shipping for returning the items to Engage.

3. Ship Your Return Package - Ship your return package back to our distribution center:

Engage
P.O. Box 2788
Malaga, Western Australia, 6944
Australia

To exchange your items please do the following:

1. Contact Us - Contact our customer support via email info@engageind.com and send an inquiry for an exchange of item.

2.Download Form - Download our returns slip form, print and fill-in the details. This form must be included in your returned package, download the form here.

3. Get Your Package Ready - Purchase a traceable parcel service such as Austpost, Startrack, DHL, or USPS international shipping for returning the items to Engage.

4. Ship Your Return Package - Ship your return package back to our distribution center:

Engage
P.O. Box 2788
Malaga, Western Australia, 6944
Australia

5. Returns Processing - Our distribution team will asses the returned item in accordance with our Easy Returns Policy and the item is in original condition.

6. Shipment Invoice - A shipping and handling invoice will be sent to your email used in purchasing your order.

7. Order Shipment - Another email will be sent as soon as the order is fulfilled with tracking information, please allow up to 72 hours of processing time excluding weekends and public holidays.

Note: Please allow 5-7 business days after your package is received at our Distribution Center for return processing. You will receive a notification when your return has been processed by our Returns Department. Store credit in the form of an Engage Gift Card code will be sent to the email on file for the order in question once your return is fully processed.

STILL HAVE ANY QUESTIONS?

📞 +61 (8) 9240 4318

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