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Réponse de Muscle Nation

31 août 2026

Hi Constance,

We absolutely love hearing this! We’re so glad your new MN pieces are making you feel confident and amazing.

Thank you so much for sharing this with us. It means a lot to know you’re feeling good in your activewear!

Xx Team MN

Réponse de Muscle Nation

31 août 2026

Hi Galina,

Thank you for taking the time to share your feedback. We’re sorry to hear that the fit wasn’t what you expected and that you were disappointed with the return costs.

We provide a detailed size guide and product-specific fit information on our website to help customers select the most suitable size when shopping online. We also encourage customers to contact our Customer Experience Team if they’re unsure about sizing or would like further assistance before placing an order. Our team is always happy to provide guidance based on the information available.

For international orders, our Returns Policy outlines the return process and associated costs, including that customers are responsible for arranging and covering the cost of return postage. This information is available on our website and forms part of the returns process.

We understand that sizing and returns can be important considerations when purchasing online, and we continually review customer feedback to ensure we’re providing clear and useful information throughout the customer journey.

We’re sorry that your experience wasn’t what you had hoped for, and we appreciate you taking the time to share your feedback with us.

Xx Team MN

Réponse de Muscle Nation

28 août 2026

Hi Mardie,

We’re sorry to hear you found the exchange process frustrating, Mardie. We’d like to clarify a few points regarding your experience, as some of the details in this review don’t reflect what occurred.

The $132.98 you saw was not an additional payment for the tracksuit. As explained by our team at the time, this was a temporary authorisation placed on your card as part of our Instant Exchange process. It is not a completed charge and is automatically released once the return is scanned in transit, provided it is sent back within the required timeframe. The $9.99 exchange fee is the applicable confirmed charge.

We have also reviewed your return, and can confirm that the authorisation hold was released just two days after your exchange was lodged, once your return was scanned in transit. This means the $132.98 was never charged to you as a second payment for the tracksuit, and this transaction has disappeared from you account.

We offer Instant Exchanges so customers can secure their replacement size immediately rather than waiting for their original return to arrive at our warehouse and be processed. With stock constantly changing, waiting for a return to be received can mean the requested size sells out before the exchange can be completed.

The temporary authorisation and exchange fee are clearly outlined in our publicly available Returns Policy, which is available prior to purchase and when initiating a return.

We’d also like to clarify that you did speak with a member of our Customer Experience team regarding this matter, you were not communicating with a chatbot. We’re unable to locate a previous live chat history, however your initial email was received after our office had closed for the day. If you had tried to contact us via live chat outside of operating hours, you would have been prompted to leave your details so our team could follow up when we reopened the following morning.

We understand that the authorisation can initially be confusing when it appears as a pending transaction, but our team was able to explain this process and confirm that the funds were not being charged as a second payment for your tracksuit.

We’re sorry the process didn’t meet your expectations, but we hope this provides some additional context around what occurred with your exchange.

Xx Team MN

Réponse de Muscle Nation

28 août 2026

Hi Matt,

We’re sorry to hear you feel this way, Matt. We can assure you that we would never intentionally alter or add anything to a returned garment in order to deny a refund.

We’d also like to clarify that Muscle Nation products are not sourced from Temu or purchased as cheap bulk products with our logo added. Our garments are developed and produced specifically for Muscle Nation, with our own in house designs, fabrics, specifications and quality control processes. We stand behind the quality of the products we sell and take customer feedback around quality very seriously.

As outlined in our Returns Policy, returned garments must be in their original, unworn and unwashed condition and free from marks, stains, odours or other signs of wear. This is important from both a hygiene and customer safety perspective, as garments with noticeable residual fragrances or other odours cannot be returned to saleable stock due to the potential for sensitivities or allergic reactions for other customers.

When your return was received, our Returns Team identified a noticeable odour on the garments during inspection similar to that of fragrance, washing products or being laundered. Following your concerns, the items were reviewed by multiple additional team members, including our Customer Experience Manager, and the same noticeable scent was independently identified. We also clarified throughout our correspondence that describing the scent as being similar to washing detergent was simply a description of what was detected, we were not claiming that we knew what had caused it.

We understand that you’ve advised the garments were not washed or worn beyond trying them on. However, our team can only assess the condition of the garments as they are received back at our warehouse, and we would not reject a return without identifying a reason for doing so.

We also appreciate that you may disagree with our assessment, but we have a responsibility to ensure returned garments meet the same hygiene and resale standards that our customers would reasonably expect when purchasing a new item. For this reason, we’re unable to place garments with a noticeable odour back into stock.

We’re sorry this experience has affected your trust in Muscle Nation, and we appreciate your previous support of our brand.

Xx Team MN

Réponse de Muscle Nation

20 août 2026

Hi Ashley,

We’re sorry to hear that your experience with Muscle Nation has not met your expectations.

We would like to clarify that our international returns process is clearly outlined in our Returns Policy. At this time, international customers are required to arrange and cover the cost of returning items to our Australian returns facility. We understand that international return postage can be costly, and we apologise for the inconvenience this may cause.

Our Customer Experience Manager has also responded to you directly by email with further information regarding our international returns process, including why returns are currently processed in Australia and the steps we are actively taking to explore alternative international return solutions.

In relation to your comments about the leggings, the style purchased is one of our best-selling designs, although we understand that fit and style preferences can vary between individuals. If you believe the item is faulty or defective, we are happy to assess this separately in accordance with our Returns Policy.

Xx Team MN

Réponse de Muscle Nation

18 août 2026

Hi Jackson,

Thank you so much for the lovely review! We’re so happy to hear you’ve had such a great experience with everything from ordering through to the products themselves and our Customer Experience Team.

It’s also great to hear you’ve been enjoying our sample packs. They’re definitely a great way to try out new flavours before committing to a full size!

We really appreciate your continued support and choosing Muscle Nation!

Xx Team MN

Réponse de Muscle Nation

17 août 2026

Hi Ciara,

Thank you so much for the lovely review! We’re so happy to hear you’re loving the quality of our products and have had such great experiences with our Customer Experience Team.

It’s also great to hear your orders are arriving so quickly, even during our busy sale periods. We really appreciate your continued support and choosing Muscle Nation!

Xx Team MN

Réponse de Muscle Nation

10 août 2026

Hi Amy,

Thank you for taking the time to share your experience with our leggings. We truly value your feedback and are disappointed to hear that your experience did not meet expectations.

We understand your concerns about the quality and performance of our leggings, and we sincerely regret that they did not meet your expectations. We take pride in our products, and we are constantly striving to improve and enhance the quality based on valuable feedback such as yours.

If you believe your leggings may have a fault, please reach out to our Customer Experience Team at orders@musclenation.org and we’ll be happy to look into this further.

Thank you again for your feedback and for being part of the Muscle Nation community.

Team MN Xx

Réponse de Muscle Nation

10 août 2026

Hi Emily,

We’re so thrilled you’re loving our Cookies & Cream Protein!

It’s always a win when your protein can double as a yummy dessert!

We truly appreciate you for taking the time to share your feedback with us.

Xx Team MN

Réponse de Muscle Nation

Actualisé le 7 août 2026

Hi Mandy,

Thank you so much for your kind review!

We're thrilled to hear you've been enjoying the quality of our products and that our team was able to resolve your recent issue so quickly. Providing a great customer experience is something we pride ourselves on, so your feedback means a lot to us.

Thank you again for your support. We look forward to serving you again in the future!

Xx Team MN

Réponse de Muscle Nation

7 août 2026

Hi Alexandria,

Thank you so much for your kind review!

We're thrilled to hear you've been enjoying the quality of our products. Knowing you're loving the quality, comfort, and variety in our range, along with the benefits of our supplements, truely means the world to us.

Thank you again for your support. We look forward to serving you again in the future!

Xx Team MN

Réponse de Muscle Nation

7 août 2026

Hi Samantha,

Thanks so much for taking the time to leave this review, we really appreciate it.

We’re so glad you’re loving the Milk Choc Protein Powder, that flavour is definitely a classic. Even better to hear that this is easy on your stomach. This makes us so happy to hear!

Thanks again for the support, it means a lot.

Xx Team MN

Réponse de Muscle Nation

3 août 2026

Hi Rebecca,

Thank you for sharing your feedback. We’re sorry to hear you were frustrated with the return process and the time taken to finalise your return.

We completely understand that waiting for a refund can be frustrating. However, we’d like to clarify that the processing timeframe provided to you was in line with the information outlined in our Returns Policy, FAQs and return confirmation communications. When you contacted our team, you were also advised that returns received following our EOFY sale period can take up to 15 business days to process.

While your Australia Post tracking showed the parcel had been delivered to our warehouse, delivery and processing are two separate stages. Once delivered, the return enters our processing queue and must be checked and processed by our dedicated Returns Team. Following a major sale period, return volumes increase significantly, which is why our processing timeframe is extended and communicated to customers.

We also want to clarify that this is not due to a lack of resources or a system that is unable to manage returns. Our Returns Team hired additional staff prior to this period and have been working extended hours to process the increased volume as quickly as possible. All returns are processed in the order they are received to ensure fairness across all customers.

Regarding the $9.99 return fee, this contributes towards the cost of return postage, which is actually higher than the fee charged. Muscle Nation absorbs the remaining shipping cost rather than passing the full amount on to customers.

We’ve reviewed your return and can confirm that it has been processed within our advertised 15 business day timeframe. A refund confirmation email should have been sent to you once your return was finalised, so please check your inbox, including your junk or spam folder, if you haven’t seen it.

We appreciate that our return process may not have met your expectations on this occasion, but we hope this provides some additional context around the timeframes and costs involved.

Xx Team MN

Réponse de Muscle Nation

3 août 2026

Hey Valerie!

Thank you so much for taking the time to leave us such a lovely review!

We’re so glad to hear you’re loving the fit, fabric, and quality of your pieces, and that your first Muscle Nation experience was such a positive one.

We know choosing sizing online can feel tricky, especially for your first order, so we’re happy to hear our IG content was helpful in finding your perfect fit!

We truly appreciate your support all the way from the US and can’t wait to see what you pick up next.

Xx Team MN

Réponse de Muscle Nation

3 août 2026

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience with the product and that you feel your previous concerns were not resolved.

We’ve looked into this based on the information available to us, however, we’re currently unable to locate any customer information or previous email correspondence that matches the details provided in your review.

We’d really like the opportunity to look into this further and see how we can assist. Please reach out to our Customer Experience team at orders@musclenation.org with your order details and any previous correspondence, and our team will be happy to investigate this for you.

Xx Team MN

Réponse de Muscle Nation

30 juil. 2026

Hi Kiki,

Thanks so much for your kind words!

It means so much to hear you've had a great experience with us.

We truly appreciate your support and hope you continue to love all your MN goodies.

Thanks for being part of the Muscle Nation community!

Xx Team MN

Réponse de Muscle Nation

27 juil. 2026

Hi Reg,

Thank you for taking the time to share your feedback. We’re sorry to hear that your experience with the return process was frustrating and that the fabric quality did not meet your expectations.

We would like to clarify the return processing timeframe, as your order was placed during our EOFY Sale period. Due to the significantly increased volume of orders and returns generated during this promotion, we advised that returns associated with orders placed during the EOFY Sale could take up to 15 business days to process, starting from the business day after the return was delivered to our warehouse. This timeframe was communicated through our EOFY FAQs, Returns Policy, which was accepted at the time of return submission, and return confirmation communications.

Your return was received by our warehouse and is being processed within this advertised timeframe. Returns are not automatically processed upon delivery, as each item must first be received, physically inspected and assessed before a store credit or refund can be issued. Returns are also processed in the order they are received to ensure all customers are treated fairly and consistently.

In preparation for EOFY, we increased our resourcing and implemented additional processes to help manage the significant increase in order and return volume. Our team has continued working extended hours to work through this volume as efficiently as possible, while ensuring returns were processed accurately and in accordance with our Returns Policy.

We would also like to clarify that when we said we “completely understand how eager you are to have your return finalised”, this was intended as an acknowledgement of the fact that you understandably wanted your return processed as soon as possible. It was not intended as a negative remark or criticism. We understand that waiting for a return to be completed can be frustrating, particularly when you are waiting to access your store credit.

We’re sorry if our previous communication left you feeling that your concerns were not being taken seriously. Our intention was to explain the processing timeframe that applied to your order and return, while acknowledging your frustration and providing an accurate expectation for when your store credit would be issued.

We also appreciate your feedback regarding the fabric and will ensure this is passed on to our Product Team for consideration. We’re sorry that your experience did not meet your expectations and appreciate you taking the time to share your feedback.

Xx Team MN

Réponse de Muscle Nation

27 juil. 2026

Hi Monique,

Thank you so much for your lovely words.

We absolutely love hearing that your experiences with Muscle Nation have always been awesome! Our team will be so happy to hear your kind words about our customer service too.

Thank you for your continued support!

Xx Team MN

Réponse de Muscle Nation

27 juil. 2026

Hi Adrian,

Thank you so much for your wonderful feedback.

We’re thrilled to hear you’re loving the quality and enjoying our Creatine!

We really appreciate your support and feedback!

Xx Team MN

Réponse de Muscle Nation

27 juil. 2026

Hi Kacia,

Thank you so much for your positive review.

We’re so happy to hear you’re loving the comfort, fit and style of your Muscle Nation pieces!

We really appreciate you taking the time to share your feedback with us!

Xx Team MN