Customer Service

 

HELP WITH YOUR ORDER

To check the status of your order, please LOGIN TO YOUR ACCOUNT

IMPORANT: Please allow 3-5 business days before requesting tracking. Tracking numbers are sent to your email once the items ships. Please check your spam or junkmail folders as well.

You can reach us at 877-336-7483, chat with us, or CREATE A SUPPORT TICKET  using the get help tab on the far right side of any page


PURCHASE ORDERS

If purchasing or reordering wih a PO, please fax the PO to 215-536-7782. You can also email us the PO to troy@fitnessfactoryoutlet.com


SHIPPING POLICY

Free shipping applies to all items and deliveries made within the 48 contiguous United States. We do not ship to Hawaii, Alaska or Canada. 

NOTE: In the case of a return, shipping charges will incur to and from the shipped location. Please see details on our Returns and Cancellations section below.  


 FREIGHT DELIVERY

Product shipping via tractor trailer will be delivered to a location at the address that is acceptable at the driver's discretion. Customers will receive notification via phone before the delivery is made. 

NOTE: STANDARD DELIVERY IS CURBSIDE ONLY!! Customers are required to be at home at the time of delivery to sign the receipt and to ASSIST the unloading of package(s) from the tail end of the truck.

CUSTOMERS REQUESTING DELIVERY OTHER THAN THE STANDARD CURBSIDE WILL BE CHARGED ACCORDINGLY! Customers are also responsible for inspecting packages for damaged/incomplete deliveries before signing.  


GROUND DELIVERY

Smaller Orders not shipping freight will ship Ground via UPS or FED-EX. 


RETURNS

Items may be returned within 30 days of the original purchase date for a refund. Although Shipping and handling are factored into our pricing you are responsible for shipping costs "to and from" the shipped location in the event of a return or cancellation on an already shipped item. In some cases a non-refundable 20% restocking fee will apply!!(Only charged if item has been opened/used).

The item must be returned to the address that it came from. In addition, items must be returned in the original packaging and in "like new" condition just as you received it. Credit will be applied to the original payment method used once the product has been returned and has been inspected. This refund policy does not apply to special orders, gift certificates, gym flooring/mats, weights, dumbbells, barbells, and accessory type items. All sales are final and no refunds will be given! 


CANCELLATIONS

  • Orders cancelled before item ships:

If an order is cancelled before the item ships, your funds will be refunded in full.

  • Orders cancelled after item ships:

Customers will be responsible for ALL shipping costs if the order is canceled after it ships.You will be charged for the shipping cost to you and then back to the warehouse. The Fitness Factory Outlet is not responsible if an order is not canceled by the customer in time.  A 20% restocking fee will also apply here. Credit will be applied to the original payment method used once the product has been returned and has been inspected. Please note that shipping is free to customers only if the order is delivered which means we pay for the shipping to you however if the order is not delivered due to a cancellation, we no longer pick up the charges for shipping. Since there are no shipping charges shown on the site as part of the pricing, we will notify you of shipping charges in the event of a cancellation.


PRICING ERRORS

The Fitness Factory Outlet is not obligated to honor any price on our website that is in error. We will do our best to give you the lowest price possible. We will contact you and let you know the correct price and charge your account as per your request or we can credit your account in full.

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