Orders and Shipping

You can purchase HIT IQ PROTEQT for $349 AUD. Your pack comes with your Easy Fit mouthguard, a charger and cables – and your first year's subscription to your concussion management app. And once you have joined, you will receive a fresh, new mouthguard with every subsequent year's subscription for just $149.

• Real-Time Impact Intelligence
  
  • Discreetly track head impacts with our Impact IQ sensor technology
• Premium Easy Fit Mouthguard
  
  • Optimised for airflow and designed for unmatched comfort
• Immediate Data Empowering Smart Decisions
  
  • Access personalized impact data and guided symptom checks directly through our simple HIT IQ PROTEQT app.
• Instant Telehealth Support
  
  • Connect with specialized clinicians via telehealth for immediate return to play expert advice when you need it.
• Play Safer, Longer
  
  • Make informed decisions to stay in the game with confidence, knowing you have advanced head impact monitoring and support

Need replacement parts?

• To purchase replacement parts, please contact us at hitiq.com/contact

Secure Payments with Stripe

All payments on our website are securely processed using Stripe, a globally trusted payment platform.

Stripe uses advanced encryption, real-time fraud protection, and is certified to PCI DSS Level 1, the highest level of payment security. Your card details are never stored on our servers, and all transactions are handled securely via Stripe’s encrypted infrastructure.

You can shop with confidence knowing your payment information is safe.

Stripe Payment Methods

1. Credit & Debit Cards (widely supported)

• Visa
• Mastercard
• American Express
• China UnionPay
• JCB
• Diners Club (less common)

2. Digital Wallets

• Apple Pay
• Google Pay
• Link by Stripe (for returning customers with saved details)

These can be enabled in your Stripe dashboard and are supported on mobile and desktop with compatible browsers/devices.

3. Buy Now, Pay Later (BNPL)

• Afterpay / Clearpay
  Very popular in Australia and directly supported by Stripe.

Note: You may need to enable Afterpay manually in your Stripe Dashboard.

Troubleshooting Stripe Payment Issues on Our Website

If you're having trouble completing a payment, try the following steps:

1. Check Card Details

• Make sure the card number, expiry date, CVC, and billing address are entered correctly.
• Confirm the card hasn’t expired or been cancelled.

2. Try a Different Payment Method

• If your card is declined, try using a different card or payment method.

3. Check with Your Bank

• Some transactions may be blocked by your bank for security reasons. Contact your bank to ensure the payment isn’t being flagged or restricted.

4. Use an Updated Browser

• Make sure you're using the latest version of your browser (e.g., Chrome, Safari, Firefox). Stripe works best on modern, secure browsers.

5. Disable Browser Extensions or Pop-Up Blockers

• Sometimes browser extensions (like ad blockers) can interfere with payment processing. Try disabling them and reloading the page.

6. Ensure a Stable Internet Connection

• Unstable or slow internet can cause timeouts or incomplete transactions. If possible, switch to a stronger Wi-Fi connection.

7. Clear Your Browser Cache

• Cached data can occasionally disrupt form submission. Try clearing your browser cache and cookies, then attempt the payment again.

8. Verify 3D Secure / Authentication Steps

• If your bank requires additional authentication (e.g., via SMS or app), ensure you complete that step when prompted. Payments may fail if the authentication is not completed.

9. Check for Error Messages

• Stripe will usually return a clear error (e.g., “card declined,” “insufficient funds,” etc.). Read the message carefully and follow the suggested action.

Still Need Help?

If none of the above steps resolve the issue, please contact our support team HERE with:

• A description of the issue
• The date/time of the attempted payment
• Any error messages you received

We're here to help get your payment processed quickly and securely.

HIT IQ PROTEQT is delivered through top-tier FedEx/TNT express services. Expect delivery within 2 days for metropolitan areas and up to 5 days for regional locations.

• FedEx/TNT Shipping Terms & Conditions: https://www.tnt.com/express/en_au/site/terms-conditions.html
• FedEx/TNT Help & Support Center: https://www.tnt.com/express/en_au/site/support.html

FAQ’s

1. How can I track my order?
   
   1. Once your order is shipped you will receive a tracking number from FedEx/TNT and a link to tracking details. You can also use their tracking hub HERE
2. How do I know if my order has been shipped?
   
   1. FedEx/TNT will notify once it has been shipped
3. How long will my order take to arrive?
   
   1. Expect delivery within 2 days for metropolitan areas and up to 5 days for regional locations.
4. How do I contact shipping support?

Please contact FedEx/TNT HERE

At HIT IQ we stand by the quality of our products and take great care in ensuring every item meets our performance standards.

Refunds or Replacements for Faulty Products Only

We do not offer refunds or cancellations for change of mind. Refunds or replacements are only available in the case of a manufacturer fault or defect.

If you believe your product is faulty:

• Please contact us at HERE  within [30 days] of receiving the product
• Provide your order number, a description of the issue, and photos or video evidence, if possible

Our team will assess the claim, and if confirmed as a manufacturing defect, we will offer:

• A replacement product, or
• A full refund to your original payment method

Cancellations

Once an order is placed, it is processed immediately. For this reason, we are unable to accept cancellations once checkout is complete

If your return is approved due to a confirmed manufacturer fault, please send the product to the following address:

HIT IQ Limited

ATTN: Customer Support Team - Faults

Unit 4, 38-24 White Street

South Melbourne

Victoria,3205

Australia

Please note:

• We recommend using a trackable shipping service and keeping your receipt as proof of postage
• We are not responsible for items lost or damaged in return transit

Once we receive and inspect the item, we will notify you of the outcome.