Your Ultimate X-POLE Order Adventure: Everything You Need to Know!
Want the ultimate resource for managing your X-POLE orders? This detailed guide will walk you through everything from placing orders, tracking shipments, and handling returns, to exchanges and replacements. Whether you're receiving a large item, a small accessory, or just have a question along the way, we’ve provided all the information you need to ensure a smooth and hassle-free experience. Should you require further assistance, our support team is ready to help at every stage of the process.
For troubleshooting or assistance, you can reach us at the following contact points:
- sales@x-pole.com.au for pre-sales, order assistance and customer support.
- info@x-pole.com.au for technical support, commercial enquiries, events and custom poles.
Order Status and Tracking Guide
Understanding Your Order Status:
Awaiting Fulfilment: This indicates there’s an error with your order, and it hasn't been fully processed by our automated system.
We monitor any orders with this status and follow up with our warehouse. It can be as simple as an error with your address, so please check your details are correct in our system if your order has this status.
Awaiting Shipment: Your order has been processed and is now waiting to be picked, packed, and dispatched. It’ll be on its way soon!
Awaiting Pickup: Your order is ready for collection from our Sydney warehouse. You should have received an email with collection details (check your spam or trash folders!). If you haven’t received anything, get in touch with us.
Shipped: Your order is on the move! Your tracking details should be in your inbox, and your order will arrive as soon as possible.
Tracking & Delivery Guide:
Once your order has been placed, please allow up to 2 business days for our warehouse team to pick, pack, and prepare it for dispatch.
As soon as your order has been shipped, you should receive an email containing your tracking details. If you do not see this email in your inbox, please check your spam or trash folders. Alternatively, you can log into your X-POLE account on our website and check your order status there.
If you have checked both your email and your account but are still unable to locate your tracking information, please contact us as soon as possible, and we will endeavour to assist you.
If you experience any issues with delivery, please notify us immediately. Additionally, contact the courier service handling your order to inform them of the problem and seek further assistance.
Shipping Delays:
While we strive to ensure timely deliveries, please be aware that unforeseen circumstances, such as weather disruptions, high demand, or courier service delays, may occasionally impact your order's delivery time. In the event of a delay, we will make every effort to keep you informed and assist you in tracking your shipment.
If you experience an extended delay beyond the usual shipping time, please check the tracking information first.
If the tracking details are not updated or if you suspect an issue with your shipment, please don't hesitate to contact us. We’ll work with the courier service to investigate the cause of the delay and resolve it as quickly as possible.
Pickup Orders:
If you have selected the pickup option, please allow two to three business days for our warehouse team to prepare your order. Once it's ready, you should receive an email with all necessary collection details. Pickup is available from our Sydney warehouse, Monday to Friday, between 9:00 AM and 4:00 PM. Unfortunately, we do not offer collections on weekends or public holidays.
If you have mistakenly selected pickup but are unable to collect your order from Sydney, please email us as soon as possible so we can rectify the issue.
If the expected processing time has passed and you have not yet received your collection details, please contact us immediately so we can investigate and ensure your order is ready for pickup.
For any further questions or assistance, please email us at sales@x-pole.com.au, and we will be happy to help.
Understanding Your Shipping Carrier & Tracking Information
For large or bulky orders, we typically use StarTrack as our shipping provider. You can track your shipment or find support by visiting StarTrack or contacting them directly at 13 23 45.
For smaller orders, we usually ship via Australia Post (AusPost). You can track your delivery or access assistance through AusPost or by calling 13 POST (13 7678).
Once you receive your tracking details, you can determine the carrier by checking the first four symbols of your tracking number:
- StarTrack: LCVZXXXXX.
- AusPost: 349HXXXXX.
For very small items, such as screws, these may be shipped directly from our warehouse with a tracking number beginning with CAAZ. Please note that these shipments do not include tracking updates, but rest assured, your order will be dispatched and delivered as quickly as possible.
Hassle-Free Returns, Replacements & Exchanges
We take pride in the quality of our products, but if you need to return, replace, or exchange an item, we’re here to help. Please follow the steps below to ensure a smooth process:
- Visit our Returns Page for full details.
- Log into your X-POLE account on our website.
- Select the order you wish to return.
- Click on Return Request.
- Choose the item and quantity.
- Select the return reason and your preferred resolution.
- Press submit.
After submitting your request, go to the Returns section in your account to retrieve your Return Number (R#). Once you have this, email us with all relevant details, including clear photos and videos of the item in question. Our team will carefully assess the issue and confirm whether your return can be processed, along with the next steps.
From tracking your order and selecting the right carrier to processing returns or replacements, we’ve made sure every step is easy to follow.
Our goal is to make your experience with X-POLE as seamless and enjoyable as possible. Whether you’re purchasing a large item or a small accessory, we’re here to support you at every stage. Should you have any questions or face any issues, feel free to reach out to our dedicated support team via the following contacts: info@x-pole.com.au for troubleshooting or sales@x-pole.com.au for general inquiries.
We're committed to resolving any concerns promptly, ensuring you're completely satisfied with your X-POLE order. We look forward to continuing to support you in all your pole dancing or aerial pursuits!