FREQUENTLY ASKED QUESTIONS
GENERAL FAQ'S
The quick answer is Yes! You can be sure that the owner (Adrian Price) is 100% gay and tries to employ all gay staff when able. Sometimes we employ straight allies when they have the right skills for the work required.
Long ago, we made the choice to only sell online to have some control over who buys Eqalizr branded items so that our community can be assured that only gay people are wearing it. We’re also mindful that broad global exposure through physical stores could take us to places that we don’t necessarily want to go in a world of prejudice.
Does this limit how we can advertise? Yes, so we need your help to tell your ‘confirmed’ gay and bisexual friends about Eqalizr so we can all wear it with quiet gay confidence.
CLOTHING CARE AND WASHING INSTRUCTIONS
We think there’s only one thing worse than dropping your iced coffee, and that’s not caring for your new ‘threads, so we’ve put together a few helpful tips to care for your favourite threads.
READ THE CARE LABEL
From t-shirts and bags to leggings and hoodies, we’d always recommend reading the care label on your new items before washing them. It seems like an easy one, but doing this first will help you avoid any washing, drying or ironing errors at the wrong setting. So read the care label and make sure you understand those symbols, too!
WASH YOUR CLOTHES INSIDE OUT
We’re just being honest here – sweat, dead skin cells and bacteria accumulate on the inside of your garments, which can cause it to smell worse than your sneakers after a run. By washing your clothes inside out though, will ensure a more thorough clean – that’s a win!
WASH AT LOW OR COLD TEMPERATURES
We really want to help here – Washing on too high a heat can waste a lot of energy, so save that energy to hit your next personal best at the gym and wash your threads at 30°C or below where you can.
AVOID THE TUMBLE DRYER
All that heat and agitation from tumble drying will shorten the lifespan of your threads and we don’t want that! Wherever possible, air dry them to preserve their elasticity, logos, embroidery and prints for longer. Air drying will also save energy and greenhouse gas emissions, so you can do your bit for the environment when caring for your threads.
We don’t really have set criteria when we choose our ambassadors, as all our ambassadors are so unique.
Our Partnerships Team regularly scout talent based on their content and ensuring their values align with our own. If you think you align with the Eqalizr vibe of quiet gay confidence then you can apply via the Brand Ambassador Page giving us as much information as you can relating to your gay following and how you’d be a good match. Good Luck.
Please note that you must be 18+ years of age to become an Ambassador.
Eqalizr does not have a call centre and we’re not set up to handle high volumes of phone calls.
The Eqalizr brand was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently via the CONTACT US page.
BECOME AN EQALIZR VIP
Latest updates on all things Eqalizr such as offers and events
Early details of new product launches
Access to exclusive competitions
And maybe even an occasional surprise…
Fill out the form here to sign up. We promise, you won’t regret it, but if you do, you can unsubscribe at any time.
Our motto is simple… A PLACE YOU LOVE BEING PART OF
This culture of diversity, inclusivity and honesty is something we must not only preserve, but strive to progress on the daily. We’re not perfect now – and we probably never will be – because we believe there will always be opportunity to improve.
SHOPPING RELATED FAQ'S
You’ll receive an email once your order has shipped titled “Your Eqalizr order is on the way“. Shortly after this email you will get another from our shipping partner Australia Post with your tracking number. You can then log into your Eqalizr Account and track your order by clicking the Order Tracking link in the header of every page. Alternatively, you can get live updates via the Australia Post app.
AUSTRALIA POST APP:
You can Download the AUSTRALIA POST APP in the APPLE STORE or Download the AUSTRALIA POST APP via Google Play for free and add your delivery address, track your parcel and easily control your deliveries while they’re on their way (Android & IOS).
Still Having Trouble?
No worries, we’re here to help. Reach out to our friendly service staff via info@eqalizr.com. To make things go faster please make the subject of your email ORDER TRACKING and be sure to include your Order Number, a quick note as to what’s happening and we’ll get back to you as fast as we can. You can find your order and it’s number on your Eqalizr Account Page.
We currently do not ship to the following places:
Afghanistan, Belarus, Burundi, Bonaire, Cambodia, Central African Republic, Cuba, Democratic Republic of Congo, Guadeloupe, Iran, Iraq, Kosovo, Lebanon, Libya, Mali, Martinique, Myanmar, Nicaragua, North Korea, Northern Marianas Islands, Oaxaca Region of Mexico, Pakistan, Réunion, Russia, Somalia, South Georgia and South Sandwich Islands, South Sudan, Sudan, Gauteng Province of South Africa, Syria, St. Barthélemy, St. Martin, St. Pierre and Miquelon, Ukraine, Venezuela, Yemen, Zimbabwe.
WHY SHOULD I GET AN EQALIZR ACCOUNT?
It’s more of a question of why wouldn’t you! An Account is easy to create and allows you to access your account details and order history, start a return and edit your saved addresses for faster checkout!
HOW DO I CREATE AN ACCOUNT?
That’s easy!
1. Hit the ‘REGISTER‘ link in the header of any page.
2. Fill in the relevant fields and click ‘Register’
You can then sign into your account under the My Account section anytime to see your account details, order history and much more.
*When placing an order, at checkout you can sign in to your account to speed up the process because all your details will autofill.
I CAN’T LOG INTO MY ACCOUNT?
Getting an error message when logging into your account? Or maybe you forgot your password? Yeah, we feel your pain.
There are a few things you can do to solve the issue;
- Ensure your caps lock isn’t on
- Check you’re using the same email address you used to sign up
- Have you just forgotten your password? Hit the reset link here.
At Eqalizr we want you to be happy with your purchase so we’ve dedicated a page to make things easy for you at RETURNS.
I’M MISSING SOME ITEMS FROM MY ORDER
We’re sorry if something’s missing from your order, but don’t worry, it could be because we’ve only shipped part of your order, and the rest of your order will arrive a few days later.
CHECK IF YOUR ORDER WILL ARRIVE IN SEPARATE SHIPMENTS
You can check if your order will arrive in separate packages via your shipping confirmation email titled “Your order is on the way“.
This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email titled “Some items in your order are on the way” containing further information, and the remaining item(s) will arrive shortly afterwards.
CHECKED YOUR ORDER IS CORRECT BUT STILL MISSING AN ITEM?
We’re sorry about that!
The item(s) missing may have been out of stock. If we’re unable to fulfil item(s) in your order, we’ll have sent you an email about this – It’s worth checking your junk/spam folder too!
If you’ve checked the above and your order isn’t arriving in separate packages, and we haven’t let you know some of your order is out of stock, please let us know so we can look into this for you through the Shopping Help form on the CONTACT page. Please be sure to add all relevant details like your order number.
I’VE RECEIVED A DIFFERENT ITEM TO WHAT I ORDERED
In the unlikely event you’ve receive a wrong item or the wrong order, or your order is damaged in any way, please contact us with the following information via the Refunds and Exchanges form on the RETURNS page and we’ll get it sorted;
- Your order number
- The name of the item you didn’t receive
- A photo and the name of the item you have received (if the wrong item)
FYI – All claims for orders arriving damaged, or with missing/wrong items must be made within 7 days of the delivery date.
CAN I CANCEL OR MAKE A CHANGE TO MY ORDER?
Unfortunately, we’re unable to make any changes to your order once you’ve hit ‘Place Order’ at checkout, this includes:
Changing the item or size
Delivery/billing address
Adding/removing items to your order
Shipping method
However, there is a 15-minute window where you can cancel your order by locating the order either in your confirmation email, or in your account section, and hitting the ‘Cancel Order’ button. Check your orders here.
Once this time has passed the order can’t be cancelled, however you can start a return/exchange once delivered via the Refunds and Exchanges form on the CONTACT page.
Input the incorrect address at checkout… Sadly, we can’t change an address with the courier via our system once the order is completed and placed with Australia Post, however it is possible to redirect it via the Australia Post App.
You can download the Australia Post App here for free:
Just login to the app and lookup your tracking number for your order delivery details.
If your order hasn’t been delivered you can create a delivery address redirect within the Australia Post App. For international orders where a partner courier has been used, it may not be possible after the courier company transfer and you may have to contact the designated partner courier directly in YOUR country.
If for any reason your order can’t be delivered, the courier will return it to us and you’ll receive an automatic refund once the parcel has reached our warehouse. You can keep an eye on your tracking information for any updates via the Australia Post App.
If your order hasn’t shipped yet, please wait until you receive your tracking email so you can provide the courier with the tracking number and they may be able to amend this for you if you haven’t been able to change it via the Australia Post App.
If your order has been transferred, please contact the partner courier directly ASAP as they may be able to help. The Australia Post App will show what partner courier is being used.
Important to know… If you input the incorrect address at checkout, and the order goes missing or is delivered to that location, we cannot be held accountable to refund or replace the order to your preferred location.
WHAT IS CUSTOMS DUTY?
When goods are imported into a different country or customs territory, there can be a charge applied called ‘Customs Duty’ that is charged by the local customs authority where the goods are being imported into.
If Customs Duty is required by your territory, you’ll be responsible for paying it to the authorities. Whether Customs Duty is payable, and by how much, depends on your countries specific regulations.
If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.
DO I NEED TO PAY CUSTOMS DUTY FEES AT EQALIZR?
You don’t need to pay customs fees when shopping via USA, UK, Australia, Canada, Norway, Switzerland, France, Germany, Netherland & EU locations.
For all other locations, you may face customs charges issued by your local customs authority. Please see below for further information.
WHAT IF I DON’T PAY THE CUSTOMS DUTY?
If you decide to refuse the customs fee, we must confirm with the courier that your parcel will be returned back to Eqalizr before processing a refund for your order and in some instances a shipping and handling fee may be deducted from your refund.
If you’re still unsure on whether you’ll be subject to customs fees, we recommend contacting your local customs office for more information before placing your order with us.
WHAT IS A SALES TAX?
Sales Tax, also known as GST, is a tax charged on the supply of goods or services. Eqalizr ships from Australia, so we’ll charge you the GST Sales Tax as part of the checkout process (generally included in the cost of the items except for gift cards). We collect Sales Tax from you on behalf of the local tax authorities and we then pay this directly to the local tax authority.
