Shipping & Delivery

Order Confirmation:

Once your order is placed, you’ll receive a confirmation email from us. This email confirms we’ve received your order and that your payment is authorized. Your order will then move into processing.

Processing Time:
Please allow 1-3 business days for us to confirm your order before it's packed and prepped for shipment. If any delays arise, we’ll notify you promptly by phone or email.

Handling Time:
After your order is confirmed, it will be packed and prepared for shipment. The handling time varies depending on the size, weight, and shipping method. You can find specific handling times for each product on its product page.

Shipping & Transit:

Small/Lightweight Items: These items are shipped via standard carriers like UPS, FedEx, or USPS, often with quicker delivery times and no signature required.
Heavy/Bulky Items: Large or fragile items are delivered via LTL (Less Than Truckload) Freight Carriers to your curbside unless otherwise specified by a GymsHQ representative.

Leaving the Warehouse:
Once items are in stock, they are picked, packed, and shipped in the order they were received. During peak seasons, processing times may slightly increase.

Tracking Information:
Once your order is ready for shipment, a tracking number will be assigned and sent to you in a confirmation email, allowing you to track the shipment.

Delivery Time:
Transit time after leaving the warehouse typically ranges from 1 to 7 business days, depending on your location. Delays are rare, but if they occur, we will keep you informed.

Delivery Appointment:
For freight shipments, the carrier will contact you to schedule a delivery appointment with a 4-hour window. You must be present to sign for the delivery. Redelivery fees may apply if you miss the appointment.

Delivery:

Loading Dock: If you have a loading dock, the truck driver will unload your items there.
No Loading Dock: If you don’t have a loading dock, the driver will use a lift gate to lower your items to the curb or another safe spot nearby.

Upon Arrival of Your Item(s):

Curbside Delivery: The driver will leave your item on a pallet at your curbside.
Inspect Before Signing: Carefully inspect your shipment for any damage before signing the delivery receipt. If you notice any issues, mark “DAMAGED, NEEDS REVIEW” on the receipt. Take photos or videos and email them to support@gymshq.com.
Unpack and Check: Open and inspect your items within 2-3 business days of delivery. Report any issues to us within this timeframe to ensure prompt assistance.
Severe Damage: If the item is severely damaged, document the damage with photos/videos and refuse the delivery. Contact us immediately at support@gymshq.com.

Assembly:
Freight drivers do not bring items indoors or provide assembly services. If you need assembly, contact us to schedule a professional assembly service.

Additional Services:

Threshold Delivery: If needed, we can arrange to deliver your items to the nearest safe, dry spot on your property, rather than just curbside.
Professional Assembly: We offer professional assembly services. Contact us for a quote before or after your item is delivered.

Storage Fees and Missed Deliveries:

If you're unavailable to receive your delivery, storage fees or additional shipping charges may apply. Let us know if you need to schedule delivery for a specific date.

Failure to respond to the freight carrier’s contact attempts or being unavailable at the time of delivery may also result in additional fees.

By placing an order, you agree to these terms. If you have any questions, contact us at support@gymshq.com or call 888-775-0222. Thank you for choosing GymsHQ! We’re committed to making your delivery experience seamless.

Returns & Cancellations

Cancellations:
You can cancel any order within 24 hours of payment. To do so, simply reply to your order confirmation or email us at returns@gymshq.com with your name and order number.

After the 24-hour window, most orders can still be canceled before shipment, but there are exceptions. If your order has already shipped or been assigned a tracking number, we will not be able to cancel it. In that case, you will need to follow our return policy.

Non-Cancellable Items After 24 Hours:
Custom or built-to-order items cannot be canceled after 24 hours from the time of payment. If your order involves any customization or is made-to-order, we cannot cancel or refund it after this window.

Product Quality Guarantee:
At GymsHQ, we strive to ensure that every customer receives their product in like-new condition. If your item arrives damaged, we’ll file a claim for you and either replace the item or issue a full refund.

If a product is faulty or malfunctions after assembly and initial use, you’re covered under the manufacturer’s warranty, which includes options for parts, labor, or in some cases, a replacement.

30-Day General Return Policy:
Most purchases are eligible for return within 30 days of delivery under the following conditions:

The return process is initiated within 30 days of delivery.
The item is in its original packaging, brand new, unused, unassembled, and uninstalled.
The customer is responsible for return shipping costs.

Items Not Eligible for Return Include:

Items that have been used, opened, or removed from their original packaging.
Products that have been assembled or installed.
Clearance, custom-made, or built-to-order products, including custom upholstery colors.
Items returned after 30 days of receipt.
Products marked as non-returnable or non-refundable.
Items returned without prior return authorization.

Non-Returnable, Non-Refundable Products (After 24 Hours):

The following items are non-returnable and non-refundable after 24 hours from payment:

Balanced Body Pilates, Elina Pilates, Align Pilates
SportsArt Fitness, Jacobs Ladder, Versaclimber, Power Plate
Any used or assembled product
Customized items, including upholstery
Built-to-order products

Return Process:
To initiate a return, email returns@gymshq.com with the following details:

Order number
Date of delivery
Reason for return

If your item qualifies for return, we will provide a shipping quote. You are responsible for covering the shipping cost. After we receive and inspect the returned item, we will issue a refund to your original payment method. If the returned item is incomplete or not in brand-new condition, we reserve the right to issue partial credit based on the manufacturer's assessment.

Damages:
Please be present at the time of delivery to thoroughly inspect your package. For any damages or missing parcels, note them when signing the Bill of Lading (BOL) for freight deliveries or report the issue to the ground shipping carrier within seven days.

Take photos or videos of any damage and send them to returns@gymshq.com, and we will handle the insurance claim with the manufacturer.

For additional details, refer to our shipping guide or contact us at returns@gymshq.com.

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