Customer Service

-- Help With Your Order --
To check the status of your order, please create a support ticket here. Alternatively you can call us at 877-336-7483.


-- SHIPPING --
Free shipping applies to all items and delivery is made within the 48 contiguous United States. Customers living in Alaska and Hawaii can order via phone and shipping will be charged accordingly. FITNESS FACTORY OUTLET DOES NOT SHIP TO CANADA OR INTERNATIONALLY.
NOTE: In the case of a return shipping charges will incur to and from the shipped location. Please see details on our Return and Cancellation section below.



-- FREIGHT --
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.


-- NON FREIGHT --
Orders will ship 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 cancellation on an already shipped item. In some cases a non-refundable 20% restocking fee will apply!! 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!



-- CANCELLATION AFTER ORDER HAS SHIPPED --
Customers will be responsible for ALL shipping costs if the order is canceled after it ships and 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. If orders need to be canceled, it must be done within 24-hours after the order has been placed. 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.



-- 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.