Returns & Cancellations
Standard equipment can come back within 30 days. Here's exactly how returns, restocking, freight and cancellations work — no fine-print surprises.
30-day return policy
Standard catalog equipment may be returned within 30 days of delivery for a refund of the purchase price, minus restocking and freight as described below.
To qualify, a return must be:
- Authorized in advance — contact us for an RMA number before shipping anything
- In like-received condition: complete, functional, and free of new damage or excessive wear
- Packaged for freight — ideally in the original crate; we can advise on re-crating if you've discarded it
Refunds are issued to the original payment method within 10 business days of the returned equipment passing inspection at our warehouse. Financed purchases are refunded through the lender per its terms.
Restocking fee
Returned equipment carries a 15% restocking fee, deducted from the refund. It covers inspection, re-testing, re-crating and returning the machine to sellable condition. The fee is waived when the return is our fault — a wrong item shipped or a defect we can't remedy.
Return freight responsibility
- Change-of-mind returns: the customer pays return freight, and original outbound freight (including "free shipping" we absorbed) is deducted from the refund. We're glad to book the return carrier at our commercial rates — usually far cheaper than a retail freight quote.
- Our error or verified defect: we pay freight both ways.
- Equipment must be crated and ready at the agreed pickup time; failed pickups are billed at the carrier's dry-run rate.
Sizing doubts? Ask first. Most change-of-mind returns are fit problems — a treadmill that won't make the basement turn. Send us your door widths and floor plan before ordering and our delivery team will flag issues in advance.
Damaged or defective on arrival
Freight damage and arrival defects are handled outside the return policy — at no cost to you. Note visible damage on the delivery receipt when signing, photograph everything, and report it within 48 hours (cosmetic defects within 7 days). We'll ship replacement parts, dispatch a technician under warranty, or replace the unit — whichever genuinely fixes it. Full inspection steps are on the shipping page.
Custom & special orders — non-returnable
The following are built or procured specifically for you and cannot be returned unless defective:
- Remanufactured machines finished in a custom powder-coat color or custom upholstery
- Special-order and factory-direct items not stocked in our warehouse
- Equipment modified at the customer's request (voltage conversions, custom consoles)
- Opened hygiene-sensitive accessories (grips, mats, recovery wearables)
Cancellations
| Order stage | Cancellation terms |
|---|---|
| Before processing begins | Full refund, no fees |
| In processing / rebuild underway | Refund minus costs incurred (typically 5–10%) |
| Custom paint or upholstery started | Non-cancelable |
| Shipped or loaded on the truck | Handled as a return — restocking and freight apply |
To cancel, call +1 (800) 555-0199 or send a message with your order number — cancellations are effective when confirmed by our team, and the sooner you reach us, the cheaper it is. Related terms live in our Terms & Conditions.
Talk to an equipment specialist
Real people who know the machines. Questions on fit, freight, financing or warranty — call, email or send us a note and we will get back to you within one business day.