FAQs

Ordering

Can I can change or cancel my order?

The window of time between when you place your order and when we start processing it is small, as such we are unable to make any amendments or cancel an order once it has been placed. . If you do order incorrectly you are more than welcome to utilize our FREE returns process, see our Return Policy to learn how you can make a FREE return once you've received your order.

Ordering with Afterpay

  • Afterpay allows you to pay for your purchase over 4 equal instalments due every 2 weeks.
  • You must be over 18 years old and be the authorised holder of an eligible debit/credit card to apply
  • Afterpay is only availble on Orders under $1000 AUD
  • All orders are subject to Afterpay’s approval
  • To use Afterpay you must be living in Australia.
  • If you won’t be able to pay Afterpay on time, please contact them as soon as possible.
  • If returning products from your order any refunds are adjusted to your final payment schedule. If your entire order is refunded prior to your first payment being charged no payment will be taken for your order.
  • For full terms and conditions or to access your Afterpay account please visit: https://www.afterpay.com/en-AU/terms-of-service

What are the Under Armour care instructions?

Wash your Under Armour® gear in cold water on a gentle cycle with like colours. Do not use bleach or fabric softener. Tumble dry on low heat, and never use dryer sheets. We also recommend that you place your apparel in a garment bag to protect it from snags caused by Velcro®, eye hooks, or other sharp objects that can be found on other clothing.

Can I order personalized Under Armour items?

We appreciate your enthusiasm, but at this time we do not offer customisation of our garments. We recommend that you consult a qualified screen printer or heat sealer in your area and you can provide the following information:
  • The temperature we use for our heat seal is estimated to be about 163- 177 degrees Celsius
  • The pressure we use is 40 PSI and the dwell time is 12 seconds
  • Please note that the temps, PSIs and flash (dwell) times may vary if a printer is using another type of heat seal
  • It is best not to screen print or heat seal Under Armour compression gear; if you desire personalisation, our Loose fit products are a better choice.

Do I need to make an account before I order?

It is highly encouraged to create an account to retrieve your order history and enjoy perks such as free delivery. The guest checkout option is available if you prefer to not create an account.

What payment methods can I use?

We currently offer a few different types of payment methods which are listed below:
  • Visa
  • MasterCard
  • PayPal

I placed an order more than one hour ago but have not received any confirmation?

Have you checked your spam inbox? Otherwise, a spelling mistake in your email address could be the reason that you did not receive a confirmation email. Contact our Customer Service team on 0800 867 267 or email them at customerservicenz@underarmour.com and include all the information you can about your order and they can confirm if your order was successfully placed and is being processed.

Are my details retained for future orders?

If you would like to keep your order details together to help track and make future ordering easier. We suggest creating an account with us. If you need to check a detail on a previous order and do not have an account you can view the order with your order number and billing address postcode.

Why did my order get cancelled?

We do our best to deliver all your orders, however on some occasions the product you ordered may no longer be in stock. If your order (or part of your order) is cancelled, the money will be refunded to your bank account. This will be completed within 5-10 days, do note that your bank may take an extra day to process the payment to your account. We recommend that you email our customer service team at customerservicenz@underarmour.com for clarification on you order cancellation.

Can I pre-order or reserve a product?

Currently we do not have a pre-order function but if you would like to be the first to know about new product launches, sign up for our newsletter found at the footer of our website.

Delivery

When will my order arrive?

Orders placed should be dispatched within 48 hours, and delivered within 7-12 working days. Orders placed after 3PM NZST will be dispatched the following business day. Remote and regional areas may take up to 14 business days for delivery.

Can I track my delivery?

Yes! As a Registered Account:
1. You can track your delivery by logging onto your account where your dashboard would show your order status and how to track your order.
2. Check your order by using the chatbot. Click ‘Order Status’ for more information.
As a Guest Account:
1. Click Order Tracking, you will need your order number and email address to track your order.
2. View your order by using your order number and billing post code. Once your order has been shipped, you will receive an email containing a tracking ID number and link. Be sure to check your junk/ spam folder in case it lands in there! If you are not able to find the tracking number of your parcel, please contact our Customer Service Team on 0800 867 267 or email us at customerservicenz@underarmour.com and they will be happy to check upon the status of your delivery.

My Order has not arrived

If your estimated delivery date has passed and you haven’t received your order or you are concerned by the current tracking status, then just contact our Customer Service team on 0800 867 267 or email us at customerservicenz@underarmour.com and they will be happy to help you.

What do I have to do if I have received only part of my order?

We may have sent your items in separate parcels if the items were too large or bulky for one parcel. You will be able to see this on the email from our warehouse telling you your order is on its way. If your order has been sent in different parcels then wait until all your parcels have arrived to check that you are not missing anything. If an item is missing, please contact our Customer Service team on 0800 867 267 or email us at customerservicenz@underarmour.com with the order number and the missing item's name and number and we will resolve the issue for you as quickly as we can. Do note that our customer service team will be able to advise on the status of your full order as you will only receive one order tracking information.

What do I have to do if I have purchased a faulty or defective item online?

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Service team on 0800 867 267 or email us at customerservicenz@underarmour.com. Please include your order number, the faulty item's name and number, and a description of the fault and we will work to have the resolved for you as quickly as we can.

What do I have to do if an item that I received looks different to the image on the website?

We apologise for any inconvenience caused by this. Please feel free to reach out to our Customer Service Team on 0800 867 267 or email us at customerservicenz@underarmour.com. Please send a picture of the product so that we are able verify that you have not received the wrong item and we will work to have this resolved for you quickly.

I have not received an invoice with my order. How can I get one?

An Invoice should be included in your order. If you have not received one and would like a copy please get in touch with the Customer Service Team on 0800 867 267 or email us at customerservicenz@underarmour.com.

Do you ship outside of New Zealand?

We only ship within the country, however if you wish to ship outside of New Zealand, shop Under Armour online by selecting your preferred country

Where is my order shipped from?

All orders are shipped from our warehouse in Sydney, Australia. In New Zealand, orders are delivered using DHL New Zealand. For more information, read it here at Shipping and Delivery

Do I need to pay Duties and Taxes on my order?

Please note from November 26th, 2019 all New Zealand orders include GST. For more information please contact us on 0800 867 267.

Returns

How can I return products purchased online?

If you are not 100% satisfied with an item, you can return it for free within 30 days of having received your order. After 30 days, you will no longer be able to return your order. All items must be in a resalable condition with tags attached and unworn. Contact our our Customer Service to arrange your return on 0800 867 267 email customerservicenz@underarmour.com

How do I receive my refund?

Refunds may take up to 10 working days to process once the parcel has arrived back in our warehouse. All refunds must be returned to the account used to make the original purchase. This includes both credit cards and PayPal accounts.

What can I do if I have not received any refund of my returned goods?

If it has been over 10 working days since your return arrived at our warehouse please contact our Customer Service Team on 0800 867 267 or email customerservicenz@underarmour.com and we will investigate the delay.

Which carrier do you use?

All orders to New Zealand are delivered using StarTrack Premium standard, which is a signature required service. If you will not be home during standard delivery hours (9am to 5pm) we recommend shipping to your work address. Please ensure you add the company or business name to your address to avoid any issues when shipping to a work address. If you are not present to accept your delivery, a card will be left to advise where your parcel can be collected. This information can also be viewed by clicking the track your order link in your shipping confirmation email. Please contact us for further support on 0800 867 267 or email customerservicenz@underarmour.com

Can I return my online purchase to a retail store?

You can only return an item to the retail store you originally purchased it from. Please contact that store for their return and exchange policy. Currently we are unable to accept online returns in store.

What do I have to do if I have purchased a faulty or defective item online?

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Service team on 0800 867 267 or email customerservicenz@underarmour.com. Please include your order number, the faulty item's name and number, and a description of the fault and we will work to have it resolved for you as quickly as we can.

Retail

How can I find an Under Armour store?

We do not currently have any Under Armour stores in New Zealand, but we are stocked with some amazing retailers such as Rebel Sport and Stirling Sports. If you would like to find the specific stores we are stocked in, click to see our Store Locator

How do I return product purchased through an authorised retailer?

To provide you with more flexibility, you may return your items in person to any store as long as it is:

- Within 90 days of purchase
- With a receipt
- Items in good condition and with the price tag attached to it

Locate an Under Armour store near you.

Business Inquiries

How Can I become a Global Partner with Under Armour?

Under Armour’s vision is to empower athletes everywhere. In order to provide athletes all over the globe with the most innovative performance apparel, footwear and accessories, Under Armour is always looking for the best global partners. If you are interested in partnering with Under Armour internationally and think your company shares Under Armour's fast-paced, passionate, performance-based culture, please fill out our questionnaire on the the link below and a member of the Under Armour International Team will get back to you as soon as possible. about.underarmour.com/comapny/international

Marketing Requests and Applications

How do I apply for a sponsorship?

Thank you for your enthusiasm for our brand! Please send your application to customerservicenz@underarmour.com and a team member will get back to you with feedback soon.

How can I get in touch with an Under Armour Marketing Representative?

Due to the high number of requests we receive, we are not able to reply to everyone within a short time frame. Please send an email to customerservicenz@underarmour.com and a team mate will get back to you if we are interested in a cooperation with you.

I am interested in a professional career at Under Armour. How can I proceed?

Please visit careers.underarmour.com to find out more about career opportunities within Under Armour.

How can I contact Under Armour?

For marketing enquiries, you may reach us: UA Australia Pty Ltd
Level 1, Mill 2,
41-43 Bourke Rd,
Alexandria, NSW 2015
Australia
Or via email at customerservicenz@underarmour.com

Product

Who do I need to contact if I have a product-specific question?

Please contact our Customer Service Team at customerservicenz@underarmour.com and we will be happy to assist you. If possible, please provide us with a style number which you find next to the product image so that we can provide you with as much as information as possible on the specific product.

Can I order personalized Under Armour items?

We appreciate your enthusiasm, but at this time we do not offer customisation of our garments. We recommend that you consult a qualified screen printer or heat sealer in your area and provide the following information:
  • The temperature we use for our heat seal is estimated to be about 163- 177 degrees Celsius
  • The pressure we use is 40 PSI and the dwell time is 12 seconds
  • Please note that the temps, PSIs and flash (dwell) times may vary if a printer is using another type of heat seal
  • It is best not to screen print or heat seal Under Armour compression gear

What is the difference between HeatGear and ColdGear?

HEATGEAR®

WEAR THIS TO FEEL COOL, DRY & LIGHT.
Ideal for days when it’s 20 ºC and above, our signature HeatGear® line delivers a highly breathable construction that wicks sweat to the surface to keep you cooler, drier, and lighter than ever.

COLDGEAR®

WEAR THIS TO FEEL WARM, DRY & LIGHT.
Ideal for days when it’s 13 ºC and below, ColdGear® features a dual-layer fabric that wicks moisture from the skin and circulates body heat and keeps you warm without ever weighing you down.

ALLSEASONGEAR®

WEAR THIS TO FEEL DRY & LIGHT.
Built for when it’s between 13 ºC and 20 ºC, AllSeasonGear® is made from radical fabrics that flex with changing weather conditions to deliver superior temperature regulation and maximum breathability.

Care instructions for apparel

Care instructions can be found on the tag of your item. However, in general, machine wash in cold water with like colours. Do not use bleach or fabric softener. Tumble dry on low heat, and never use dryer sheets. We also recommend that you place your apparel in a garment bag to protect it from snags caused by Velcro®, eye hooks, or other sharp objects that can be found on other clothing.

Care instructions for bags

Remove excess dirt and mud with a dry brush. Use a mild detergent and warm water to remove any stains with a sponge or towel. Air dry at room temperature. Please do not place the bag on a heater.

Care instructions for caps/hats

Check the tag on your item for any cleaning information. If it is precious item or a collectible, please contact the Customer Service Team for specific cleaning information. If there is any dust or dirt on it, use a vacuum brush attachment to clean off the dust. To wash the cap by hand, wet it in the shower or sink. Use cool water unless otherwise instructed by the tag. Try not to overly soak the cap. Put some shampoo on a nail brush or soft toothbrush and scrub the cap clean. Instead of shampoo, you can use a mild detergent. Rinse the shampoo residue off thoroughly, still trying not to overly soak the cap. For nylon or knit baseball caps, you can mix a few drops of conditioner in a pitcher or bucket filled with water and use the water to rinse the cap after it is clean. The conditioner will help to soften the cap fibers. When you are finished cleaning the cap, set it on a bowl, balled up towel or a hat stand to maintain its shape while air drying. Do not dry the cap in the dryer or it could shrink. Another idea is to blow up a balloon to fit the cap and use tape to hold the cap and balloon upright while the cap dries.

Care instructions for shoes

Mix warm water and a small amount of laundry detergent to create a slightly soapy mixture. Apply a small amount of the water/detergent mixture to a sponge, soft cloth or soft brush and clean the affected areas. Apply a small amount of warm water to another sponge or soft cloth to remove any excess detergent. Dry the shoes at room temperature. Please do not put the shoes close to a heater.

How do I find my clothing or shoe size?

See our size guide to measure your right fit. Convert from centimeters (CM) to Euro, UK, or US sizes. All Under Armour shoes are currently in US size. Find your fit with the Under Armour size guide.

Promotional Terms and Conditions

Promotional Terms and Conditions

Under Armour promotions and offers are only valid on underarmour.co.nz. The offers apply only to personal orders. Orders placed outside of the specified dates are not eligible for these offers and the offers cannot be applied or transferred to any previous or subsequent orders placed outside of the period stated. All orders are subject to acceptance under Under Armour's standard terms and conditions. The discount offered will be applied at checkout, if there is a promotional code this must be entered at checkout for the promotion to apply. Orders that are considered to be commercial may be excluded from these offers. The offers are only valid while stocks last and are subject to availability. Normal return policy applies to these offers. These offers are not valid in conjunction with any other Under Armour offer, internet offer or delivery offer unless specifically stated. Under Armour reserves the right to cancel orders, modify or terminate a promotion at any time without notice.

Promotion Product Exclusions

The following products and collections are excluded from all promotions and discounts unless specifically stated:
Selected new arrivals, Golf items, Project Rock, Stephen Curry, HOVR™ collections and outlet, markdown sale items.

Free Delivery

This offer is only valid on underarmour.co.nz for orders that exceed NZD$79.00. The Free Delivery applies to New Zealand addresses only. This offer is not valid in conjunction with any other Under Armour offer, internet offer or delivery offer unless specifically stated. Under Armour reserves the right to modify or terminate a promotion at any time without notice. All orders are subject to acceptance under Under Armour's standard terms and conditions.

Outlet

This offer is valid only on selected styles and colours in the Under Armour range. Under Armour reserves the right to cancel orders, modify or terminate a promotion at any time without notice. The offer is only valid while stocks last and subject to availability. All prices are subject to change and are only valid during sale periods. The offer applies only to personal orders. Orders placed outside of the Sale period are not eligible for this offer and the offer cannot be applied or transferred to any previous or subsequent orders placed outside of the sale period. All orders are subject to acceptance under Under Armour’s standard terms and conditions. Orders that are considered to be commercial may be excluded from these offers. This offer is not valid in conjunction with any other Under Armour offer, internet offer or delivery offer unless specifically stated. Full priced items and gift vouchers are excluded from the offer. Please note that this policy does not affect your statutory rights.
PHONE SUPPORT 1800 UNDERARMOUR (0800 867 267) Weekdays 7.00AM to 3.00PM NZST
Excluding public holidays