Frequently Asking Questions

  • How do I choose equipment length's?

    How do I choose equipment length's?

    Choosing the length of your own twirling equipment is about personal preference and depends on your style of spinning and what moves you planning on doing.

    Below is a guide of how to measure the right length for both staff and poi.

    These lengths will allow you to do a large range of  beginner to advanced twirling moves and are a good starting point.

    Note: The poi we make are measured from the top of the finger loop to the bottom of the poi head (entire length)

  • Shipping information?

    Dispatch

    Orders will usually be shipped within 48 hours from receipt of payment. If the dispatch time is expected to exceed this then you will be notified via email to let you know your orders progress. We strive to keep all the products in stock.  If a product is not in stock there will be a notification in it's product description. You will receive an email when the order is dispatched.

    Shipping methods: Within Australia

    All orders shipped within Australia will be shipped via Toll Priority Courier at a flat rate of $15.00 ($30.00 for Northern Territory orders). This is a very fast and reliable service that can be tracked online at www.tollonline.com.au

    Shipping methods: International

    Registered Airmail

    A registered Airmail service by Australia Post that can be tracked online at www.auspost.com.au/track. If you not in a hurry and willing to wait, this is a good, cheap option. Delivery time: Usually takes between 10-14 business days for most global destinations. note: this option is only available for orders up to 2 kilograms.

    Express Post international

    Express delivery service by Australia post. Parcels can be tracked at : www.auspost.com.au/track Offers a faster service than airmail with standard parcel tracking. Delivery time: Usually takes between 4-5 business days for most global destinations.

    Global Express

    Premium express service by TNT couriers. Parcels can be fully tracked at: www.tnt.com.au.  Full courier door to door service with fast delivery times and comprehensive online tracking. Delivery time: Usually takes between 4-5 business days for most global destinations.

    Shipments can be insured for an additional amount. Note: It is the customer's responsibility to insure the goods against damage or loss.  If this does happen though contact us straight away and we will help you sort out the problem.

    Taxes / Duties

    International Shipments are free of Australian Government duties and taxes. When the shipment arrives in the country of the destination it "may" incur Custom clearance fees, duties and taxes. These are payable by the customer and often have to be paid before the shipment is delivered.

  • What if my equipment breaks?

    What if my equipment breaks?

    Concentrate's warranty policy covers our products for 12 months from the purchase date. Warranty claims cover any fault, defect or failure occurring as a result of the manufacturing process. Damage or faults occurring as a result of misuse, accident, or wear and tear is not covered by our warranty policy. If the product is still under warranty then the repair will be at our expense including the freight to return the repaired or replacement product. If the product is out of warranty, then we can still reapair the product, however, the cost of the repair will be charged to the customer.

    Concentrate's Warranty Policy has 4 solutions to any claim made:

    1. Wherever possible we will endeavour to repair any fault to a factory issue standard and return it to you at no charge.
    2. Where repair is not possible or practical we will replace the product with the same or similar product.
    3. If a repair or replacement is not possible due to the product being unavailable we will exchange it for any of Concentrate's products of the same value as your original purchase price.
    4. Where none of the above solutions is possible or practical then you have the option of receiving a full refund or store credit

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