Our Policies

Track your order, review our shipping and freight process, learn how to inspect deliveries, start a return, read how we handle pricing, and review our privacy and terms — all in one place.

Last updated: October 24, 2025

Need immediate help with an active order? Call or text 888-375-0222 or email support@gymshq.com. Support Hours: Mon–Fri, 9 AM–7 PM EST.

Pricing Policy

Transparent Pricing

We work directly with trusted fitness manufacturers and authorized distributors to offer commercial-grade gym equipment at competitive pricing. Because freight costs on heavy equipment can fluctuate, we reserve the right to cancel an order or request additional freight payment if the true cost to ship your order is impracticable (for example, extremely remote locations or oversized deliveries requiring special equipment).

Price Changes

Prices, promotions, and shipping terms may change without notice. Some equipment is built to order or custom-finished (frame color, upholstery, logo panels, etc.). Those items are subject to manufacturer pricing and lead time changes outside our control.

30-Day Price Beat Guarantee

If you find a lower advertised price for the same item within 30 days of your purchase, we’ll beat it by 1%.

How It Works

• Send us a link or written quote from the competitor.
• We verify eligibility.
• If approved, we refund the difference plus 1%.

Price Beat Terms

• Item must be new, factory-sealed, and the exact same model/spec.
• Competitor must be an authorized dealer with public pricing.
• We compare total delivered cost, including tax, shipping, lift gate, etc.
• Does not apply to flash sales, clearance, open-box, refurbished, or one-off promos.
• Request must be made within 30 days of your order (one request per order).
• We may deny or adjust this offer at any time.

Shipping Policy

Free Shipping

Most orders over $199 qualify for free curbside or dock delivery within the lower 48 states. Large commercial shipments, difficult-access locations, or extremely heavy/oversized items may require an additional freight charge. If freight becomes unusually expensive or logistically impractical, we may cancel the order or contact you to discuss options before shipping.

Order Confirmation & Processing

After checkout you’ll get an order confirmation email. Orders placed Monday–Friday are typically processed the same business day. Orders placed Saturday or Sunday are processed the next business day (usually Monday).

Please allow 1–3 business days for us to confirm product availability, assign freight, and prepare your shipment.

Lead Time / Handling Time

In-stock equipment typically leaves the warehouse within 2–3 business days after processing. Custom-finish, built-to-order, or backordered products may require additional production time before shipping. We make every effort to display accurate lead times, but due to how strength/cardio equipment is manufactured and freighted, these timelines are estimates, not guarantees.

Shipping Methods

• Small / Lightweight Items: Ship via UPS, FedEx, USPS, or similar. Usually faster transit and typically no signature required.
• Heavy / Bulky / Commercial Items: Ship via LTL freight or dedicated carrier. Freight deliveries are curbside or loading dock unless you’ve arranged white-glove or threshold service with us.

Tracking Information

You’ll receive a tracking email within ~24–72 hours of placing your order. For freight, the carrier will reach out to schedule a delivery appointment and provide a delivery window (commonly a 4-hour window). You or an authorized adult must be available to sign.

Delivery Conditions

• Loading Dock: Driver unloads to your dock.
• No Loading Dock: Driver uses a lift gate to lower the pallet to curbside or nearest safe area.
• Curbside Delivery: Drivers do not carry equipment inside, upstairs, or to specific rooms.

Assembly & Placement

Freight carriers do not assemble or install. If you need threshold delivery (just inside a ground-level door), in-room placement, or full assembly/installation, contact us before or after purchase and we can quote professional install services.

Delays & Communication

Once your order leaves the warehouse, the freight carrier controls routing and timing. Weather, traffic, peak season volume, carrier capacity, and missed appointments can all create delays. We will help coordinate, but delivery dates are not guaranteed.

Scheduling Installers / Contractors

Do not schedule personal trainers, marketing shoots, ribbon cuttings, or installers until:

• all pallets are fully delivered,
• everything is unboxed and inspected, and
• you’ve confirmed there is no missing or damaged product.

We are not responsible for labor costs, contractor rescheduling fees, or missed opening dates caused by shipping delays or freight damage.

Stolen Packages (Parcel)

If a small-parcel shipment (UPS/FedEx/USPS) is marked “Delivered” but you can’t find it, you’ll need to file a claim with that carrier. We’ll help guide you, but once a carrier confirms delivery we are not responsible for theft.

Damaged Items Policy

Inspect Before You Sign

When your freight delivery arrives:

• Count every pallet / box and make sure it matches the delivery receipt.
• Inspect the outside of all boxes for rips, holes, crushed corners, or punctures.

If You See Visible Damage

• Major visible damage: Mark “DAMAGED – REFUSED” on the delivery receipt, take photos/video, and refuse only the damaged item(s).
• Minor tears / scuffs: Accept the shipment, but write “DAMAGED” on the receipt before you sign and take photos/video.

Email all photos + your order number to support@gymshq.com within 5 business days.

After Delivery

Unbox and inspect everything within 2–3 business days. If you find concealed damage, missing hardware, or a manufacturing defect:

• Take clear photos/video of the issue and packaging.
• Email support@gymshq.com within 5 business days of delivery.

Missing Items

• If a box or pallet that's listed on the delivery receipt is missing, note “SHORT / MISSING” on the receipt before signing and tell the driver.
• Contact us at support@gymshq.com with your order number within 5 business days so we can locate or replace it.

Warranty After Initial Delivery

If a product develops an issue after setup and initial use (for example, a cable frays, electronics fault, upholstery tear from normal use), that is handled under the manufacturer’s warranty. We will help you gather serials, photos, and purchase info so the manufacturer can send parts, repair, or replace according to their policy.

Return Policy & Cancellations

30-Day Return Window

Most standard (non-custom) items are eligible for return within 30 days of delivery if:

• You start the return process within 30 days of delivery.
• The item is unused, unassembled, and in brand-new condition.
• The item is still in original manufacturer packaging with all manuals, hardware, and materials.

You are responsible for return shipping costs (both ways). Original outbound freight, liftgate, or delivery services are not refundable.

Non-Returnable Items

• Items that have been opened, assembled, installed, used, or removed from original packaging.
• Custom upholstery, custom color frames, logo-branded items, or other built-to-order products.
• Items labeled “final sale,” “non-returnable,” or similar at checkout or on the product page.
• Any item not returned within 30 days of delivery.
• Any item shipped back without GymsHQ return authorization.

How to Request a Return

Email returns@gymshq.com with:

• Your order number
• Date of delivery
• Reason for return
• Photo(s) of the item in unused, unassembled, original packaging

If approved, we’ll send return instructions and (if applicable) labels. After we receive and inspect the item, we’ll issue a refund minus shipping costs and any non-recoverable fees. If the returned item isn’t in like-new condition, only partial credit may be issued at our discretion based on manufacturer evaluation.

Order Cancellations

• If you cancel within 24 hours of payment and nothing has shipped yet, we can typically issue a full refund.
• If you cancel after 24 hours but before shipment, we reserve the right to deduct up to a 3% payment processing fee from your refund. This reflects non-recoverable credit card / processor fees.
• If tracking has been assigned, freight has been booked, or the order has shipped, the request will be treated as a return (including return shipping costs) — not a cancellation.
• Custom / built-to-order equipment cannot be canceled or refunded after 24 hours from payment.

Who Pays Return Shipping?

You do. Even if we offered “free shipping” on the way to you, the actual cost we paid to send the item will be deducted from your refund if you return it.

Privacy Policy

Last updated: 04-24-2024

What We Collect

We collect basic contact, order, and project info so we can quote, invoice, deliver, install, and support your gym equipment. This may include: name, email, phone number, billing/shipping address, payment details, project notes, floor plans, and delivery requirements.

How We Use Your Info

• To process payments and fulfill orders.
• To coordinate freight delivery and (if purchased) installation.
• To send invoices, delivery scheduling info, and order status updates.
• To prevent fraud and verify large transactions.
• To provide warranty and post-sale support.
• To send marketing or promotional messages if you’ve opted in.

Device / Usage Data

We gather technical data (IP address, browser type, pages viewed, time on site, referring links, etc.) using cookies, pixels, and analytics tools like Google and Meta. This helps us improve site performance and show more relevant offers.

Sharing Your Info

We share information with trusted third parties only as needed to run our business: Shopify (store platform), payment processors (Shopify Payments, PayPal, Klarna, etc.), freight carriers and installer partners (so they can deliver/assemble), and marketing/ analytics providers. We may also share information if required by law.

Minors

GymsHQ is not intended for individuals under 18. We don’t knowingly collect data from anyone under 18. If you believe a minor gave us personal information, contact support@gymshq.com and we’ll remove it.

Your Rights

Depending on your location (for example, California residents under CCPA or customers in the EEA under GDPR), you may have rights to access, correct, export, or delete your personal data. To make a request, email support@gymshq.com.

Retention

We keep order information for tax, logistics, warranty, fraud prevention, and compliance unless and until you ask us to delete it (and unless we’re legally required to keep it).

Cookies & Tracking

We use cookies to run checkout, remember your preferences, and understand traffic. You can control cookies in your browser. Blocking cookies may impact site features. We currently do not change our data practices in response to “Do Not Track” browser signals.

Security

We use commercially reasonable safeguards to protect your data, but no online transmission or storage method is 100% secure.

Updates to This Policy

We may update this policy to reflect changes in our practices, legal requirements, or business operations. If we change it, we’ll update the “Last updated” date above.

Contact (Privacy / Data)

GymsHQ
479 State Rte. 17 N Unit #2016
Mahwah, NJ 07430
United States
Phone: 888-375-0222
Email: support@gymshq.com

Terms of Service

Last updated: 04-24-2024

Overview

This website is operated by Gyms HQ LLC (“GymsHQ”, “we”, “us”, “our”). By visiting our site and/or purchasing something from us, you agree to be bound by these Terms of Service, including any additional terms and policies referenced here.

Our store is hosted on Shopify Inc., which provides the e-commerce platform that allows us to sell products and services to you.

Your Responsibilities

• You confirm you are at least the age of majority in your state or province of residence.
• You agree not to use our products or site for any unlawful purpose.
• You agree not to transmit malware or attempt to breach site security.
• You agree to provide accurate, up-to-date billing, shipping, and contact information so we can fulfill your order and reach you about delivery.

Service Changes / Pricing Changes

We may change product availability, pricing, freight terms, install options, or any other part of the Service without notice. We are not liable for modification, suspension, or discontinuation of any product or service.

Liability Limitation

Gym equipment is heavy, specialized, and often delivered via third-party freight carriers. Once in transit, timelines and handling are largely under carrier control. We are not responsible for indirect, incidental, punitive, special, or consequential damages (including contractor rescheduling costs, lost revenue from delayed gym openings, or missed event dates) caused by freight delays, routing, concealed damage, or similar logistics factors outside of our direct control.

Governing Law

These Terms and any separate agreements under which we provide you products or services are governed by the laws of the United States and the State of New Jersey.

Questions

Questions about the Terms of Service? Email support@gymshq.com or call 888-375-0222.

Contact & Support

For shipping damage claims, missing items, price beat requests, return authorizations, or procurement docs (W-9, tax exempt forms, sole source letter):

Call or text: 888-375-0222
Email: support@gymshq.com
Returns: returns@gymshq.com
Support Hours: Mon–Fri, 9 AM–7 PM EST