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Shipping & Returns

Shipping & Returns

Shipping

Shipping

We have made shipping easy for you while making sure you get the best possible price. The Fitness Outlet ships via the US Post Office (First Class and Priority Mail), UPS, FedEx and Common Carrier curbside delivery. Choice of carrier will be made based on the size and weight of your order.

All items in our online store include shipping to the 48 contiguous U.S. states (not including Islands) unless otherwise noted. Address must be accessible to semi-trailer truck for non-UPS size shipments. Common Carrier deliveries occur Mon-Fri during regular business hours, not including Holidays.

If you require expedited shipping (Next Day Air or Second Day Air), please call customer service to arrange for special delivery.

We cannot ship to P.O. boxes or military addresses (APO / FPO). Some government sites are eligible for delivery but additional freight charges may apply. A large number of the products we sell cannot be shipped via the US Post Office.



Free Shipping

All items over $599 qualify for Free Shipping except for: Dumbbells, Weight Plates & Commercial Strength Equipment. Call us at 866-883-4863 for more information.

Items that qualify for Free Shipping are shipped via the Common Carrier Delivery Method (See Common Carrier Delivery Method for more details). These items require a pre-scheduled delivery time that is arranged between the carrier and buyer. Customers must be present to sign for the shipment.

Delivery services requested by customer in addition to standard common carrier delivery services (curbside drop-off) will be paid by the customer, including but not limited to:

Redelivery, inside delivery, additional cost for Island deliveries, ferry charges, special trucks, wait times, lift-gate service, change of delivery address, and missed appointments may require additional delivery charges in which case customer is responsible to pay those charges.

In rare situations, some areas may be considered undeliverable or have additional shipping charges. Also, for larger items, your delivery address must be accessible by a semi-trailer truck. Please call 866-883-4863 if you would like us to arrange inside delivery and professional set-up of your equipment with a local service provider.

Additional shipping charges will apply to residents outside of the 48 contiguous states.



Common Carrier Delivery

(Most items weighing over 120 LBS ship via common carrier truck)

If your order includes items that are to be shipped via common carrier, the delivery company will contact you to set up a delivery date. Residential customers must be home to sign for truck shipments. It is the customer's responsibility to provide a working phone number so that the carrier can schedule a delivery. Non-working phone numbers or no returned calls by the customer to schedule delivery will result in the shipment being returned to the warehouse. Due to the high cost involved with shipping large, heavy items, it will be the customer's responsibility for the shipping charges both ways for a non-delivered order returned to the warehouse. Although there are no shipping fees charged at the time of order, the cost to ship an order out will also be the customer's responsibility. The same charges will accrue if for some reason the customer decides to cancel or refuse.
 
This delivery method is curbside only and not inside your home. The delivery truck will stop at the curb, and you must unload the equipment from the truck and move it into your home or business. Inside delivery and/or setup can be requested for an additional charge.  If you are unable to be home, the day of delivery, then pick-up at the carrier's local terminal may be necessary. Customer is responsible to keep their delivery appointment.

Delivery services requested by customer in addition to standard delivery services will be paid by the customer, including but not limited to: redelivery, inside delivery, special trucks, wait times, lift-gate service, change of delivery address, etc. Missed appointments may require additional delivery charges in which case customer is responsible to pay those charges.

The Fitness Outlet will not accept returns or cancellations due to delays in delivery by freight carriers. Although we use the largest and most well-known carriers, we are not responsible for delays in transit, carrier employee conduct, missed delivery appointments or damages to the customer's premises.



Optional Lift-Gate Service ($45)

The delivery truck will come equipped with a hydraulic lift gate that will lower your shipment to the ground. This service is not included with items that qualify for Free Shipping. There are additional charges for this delivery option. Please call for additional information and pricing.



Optional Inside Delivery Service ($65)

The delivery personnel will unload the product from the delivery truck and bring it to the closest threshold of your home or office. This could be inside the garage or up to your front door. This service does not include bringing the shipment to a room inside the house or stairs.
 


Assembly & Installation Services

We have a couple of different options for in home installation. We still do free common carrier delivery but if you wish to have your item set up in your home or business, additional charges apply based on the method you choose.



Standard Installation ($129 - $399):

We will make all arrangements on your behalf and we will pay the installers directly for this service. In addition, we will do our best to have the installation done as soon as possible but it may take 2-5 days after the delivery of your product to have the installation completed. This local installation company will bring the product in from your garage or storage and complete all assembly and packing removal in the room of your choice. The room of your choice cannot involve more than one flight of stairs. In the event that your assembly and delivery does not fit the criteria above, it still may be possible for the assembly to be completed, but additional charges will apply.

The above pricing is for one piece of cardio equipment and does not include stairs. Please call us at: 866-883-4863 email us at Support@TheFitnessOutlet for multiple items, upstairs delivery and/or weight machine assembly pricing.



International Shipping

For shipments to countries other than USA, the following rules and restrictions apply:

All international orders are subject to a $75 minimum product cost (before shipping charges are added).

It is the customers' responsibility to research applicable duties and taxes of all items purchased in their respective countries. Canadian customers must pay their local Canadian duties to receive shipment and arrange final broker to their destination.

Prepayment is required. Payment must be by credit card, wire transfer, US, or International Money Order.

Please note, not all products are available for shipping outside of the United States.



Delivery Dates

All shipping and delivery quotes are "approximate" lead times. We cannot fully guarantee delivery dates as we utilize the services of reputable independent freight companies and occasionally there may be brief transit delays, on rare occurrences misplaced merchandise or an occasional back order.



Damaged Shipment

Please be sure to note any damage or shortage on the delivery receipt before signing for a shipment. Title of goods passes to the purchaser when a shipment is accepted for transportation by the carrier. When you sign for a shipment, you are indicating that all cartons shown on the receipt are present and in good condition. If this is not true, be sure to note the discrepancy and have the driver initial it.

For items shipped already assembled, open all cartons immediately while the driver is present. Do not discard the cartons until you know the contents are in good condition. Please contact us immediately if the item is an assembled piece or if the damage involves a part that can't be replaced.

Occasionally, a product may be scratched or damaged during shipping. Customers should accept the product and note any visible damage to the freight delivery receipt. Since parts are interchangeable, The Fitness Outlet will replace any damaged part with a factory original new part when freight delivery receipt is properly noted. Customer should adhere to freight carriers’ freight claim protocol and cooperate with such policies to facilitate the processing of the claim.

Should labor be required to change a part, customer will receive FREE in-home service. If physical product damage is not seen until opening the carton, customer should contact freight carrier immediately within 48 hours, and request a "concealed freight damage inspection."

If a customer relocates a product to a different location than the delivery address on the bill of lading, prior to a "concealed freight damage inspection," the freight company will not accept responsibility for freight damage and customer shall nullify their rights to a freight damage claim.If customer refuses delivery due to excessive freight damage, The Fitness Outlet shall have the right to re-ship the identical product at no additional cost to customer, using the same or a different carrier at The Fitness Outlet’s discretion.

On rare instances, wrong items may be shipped unintentionally, as a courtesy; we agree to re-ship the correct item at no cost to customer. Customers agree to abide by such terms.



Undeliverable or Refused Shipments

Completed shipments (shipments that have left our warehouse) that are undeliverable or refused will be charged a restocking fee of 50% of the actual purchase price or the cost of the shipping charges plus 20% - whichever is less.


Refund - Exchange Policy

14 Day Refund – 30 Day Exchange with Receipt Only. 20% Re-Stocking Fee on All Open-Box items.

Shipping Charges and Delivery / Set Up Fees are Non-Refundable.

Customer should call customer service and receive a RA # before shipping unit back. Product must be in "like new" condition and shipped back in its original shipping carton and packing materials or it will not be accepted. Customer is responsible for making the return shipping arrangements and must cover the cost of shipping both ways and insurance. Customers that qualified for Free Freight will be charged the cost incurred by The Fitness Outlet for shipping. We can not accept any returns that have not been assigned a RA # prior to shipment. Upon satisfactory completion of these terms, we will issue a refund of the purchase price, less the actual cost of original shipping and re-stocking fee, within approximately 10-14 business days.

Sales are Final on Display, Discontinued, Out of Box, and Special Order items. All “Special Order Sales” via the internet and/or our retail showrooms that are not normally in stock and are special order such as commercial equipment are final and shall not be eligible for a refund or credit due to the additional costs involved in ordering and/or stocking such items. All policies stated herein apply to both internet and in-store sales.



Cancellations

Orders may be canceled without penalty up until the time they are packaged for shipment. Special Order Sales are final and therefore can not be cancelled once ordered. Please call 1-866-883-4863 to speak with our customer service department or email us at Support@TheFitnessOutlet to cancel your order.

Completed shipments (shipments that have left our warehouse) that are canceled are subject to a 50% re-stocking fee of the actual purchase price or the cost of the shipping charges plus 20% - which ever is less. All cancellations must be requested in writing. Email us at Support@TheFitnessOutlet to request a cancellation authorization number. Cancellations will need an authorization number in order to process a credit. No credit will be processed without a cancellation authorization number.

Please note that there may be certain orders that we are unable to accept and we must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Situations that may result in your order being canceled include but are not limited to: Insufficient availability, inaccuracies or errors in product or pricing information, product not available for sale outside dealer’s territory, or problems identified by our credit and fraud avoidance personnel. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after your credit card has been charged, we will issue a credit to your credit card in the amount of the charge.



Break-In Issues

On very rare occasions, a product will require service adjustments upon receipt of the product or during the initial month(s) of ownership during the "break-in" period. The Fitness Outlet agrees to provide unlimited FREE in-home service for up to one full year to rectify any such service issues on ALL products that include a manufacturer's in-home labor warranty. If parts are required, The Fitness Outlet will ship replacement parts to customer FREE of charge.



Charge-Backs

Customers that file a chargeback with their credit card company have in essence file a dispute and therefore started a process which can be lengthy, so you will need to be patient. It typically takes 30 days for the merchant processor to process the chargeback and it may take your credit card company up to 75 days to resolve a chargeback and come to a final decision.

For an expedited return process it is much quicker to have The Fitness Outlet process the refund. This process normally takes 24-28 hours from the time we have confirmation that the products have arrived at our return center in like-new condition.

 

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