Returns & Refunds
Returns, explained plainly
If something is not right, call us before you do anything else. Most problems, like a wrong part, a shipping scuff or a machine that doesn't suit the space, are faster and cheaper to solve than to return. When a return really is the answer, here is exactly how it works.
What qualifies for a return
You have 30 days from delivery or pickup to start a return. The item must be:
- In the same condition it was sold in
- Unused beyond reasonable evaluation
- Returned with all original packaging, parts, accessories and documentation
We cannot accept items that are damaged or modified, missing their original packaging, or used beyond normal inspection. Individual manufacturers may add restrictions on their own products.
Keep the box
Keep the crate and the pallet until you are certain you are keeping the machine. Missing packaging is the single most common reason a return gets declined.
What is and isn't refundable
The equipment is refundable. The work of getting it to you and setting it up is not.
The purchase price of eligible items returned in their original condition and packaging, less any restocking fee.
Both the original shipment and the return. Free or promotional shipping on the original order does not include free return shipping.
Assembly, installation, setup, equipment removal or relocation, and any additional labor or customization.
Freight returns, small parcel shipping, and pickup or retrieval fees are the customer's responsibility. We quote any pickup fee up front.
Restocking fees
Orders totaling more than $6,000 are subject to a 15% restocking fee if returned.
That fee is waived when the return is part of an exchange for a product or service of equal or greater value. If you ordered the wrong machine, ask about exchanging it rather than returning it. In most cases it costs you nothing.
Special orders and final sale
Custom and special-order items may be final sale once production or shipment has begun. Custom upholstery, custom frame colors and made-to-order configurations usually fall into this category. Clearance and closeout items may also be final sale.
We tell you at the time of quoting, or on the product page, whether an item is final sale, so it is never a surprise afterwards.
How to start a return
Email Sales@fitnesssupply.com or call (208) 227-8466 with your order details. Then:
We check the item, the order date and the condition against the policy above.
You get the return freight or pickup cost up front. All fees are paid before transport is arranged.
We book the pickup or send you return instructions.
Once the return arrives and is inspected, we refund to the original payment method within 5 to 10 business days and email you a confirmation.
Common questions
My equipment arrived damaged. Is that a return?
No. Freight damage is a separate, time-sensitive process. Inspect the shipment before signing, note any damage on the delivery receipt, and contact us the same day. We file the carrier claim for you. Do not sign a clean receipt for a damaged shipment.
What if a part is missing or broken?
Contact us and we order the replacement part under warranty. You almost never need to return an entire machine for a single component.
Is warranty work the same as a return?
No. Warranty coverage comes from the manufacturer and varies by brand, and by whether the equipment is in residential or commercial use. Contact us and we open the claim and coordinate parts and labor on your behalf. Start at our service portal.
Can I cancel extended labor coverage?
Yes, within 10 days of purchase. After that, extended labor coverage is non-refundable.
Can I return an item I bought on clearance or through Weekly Deals?
Clearance and closeout items may be sold as final sale. It is stated on the product before you buy. If you are unsure, ask us first.
What if the machine does not fit through my door?
Measure before you order, and if you are not sure, send us the doorway and stairwell dimensions. We would much rather spend ten minutes checking than have you pay freight both ways. This is exactly what our free consultation is for.
Contact
Fastest for anything urgent.
Include your order number and photos if something is damaged.
Idaho Falls, ID 83401. Monday to Friday, 10:00 AM to 5:30 PM Mountain Time.
See also: Shipping and delivery · Service portal · Contact us
