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Refund Policy

f you're not completely satisfied within 100 days of receiving the delivery, or within the promotional trial period as stated on your invoice, just make sure you're eligible for a return and call or email below for an official return/cancellation confirmation. 888-924-4244 ext 2

Customer Support
Monday - Friday 9am - 5pm PST 
help@gym-experts.com

Customers may cancel for full refund within 24 hoursvia Live Online Chat Support, emailing help@gym-experts.com or calling 88-924-4244 ext 2. After 24 hours of ordering, we will provide full refund minus 8% processing fee. After the equipment ships, you can take advantage of the 100 day return period and just pay return packaging/shipping costs without any processing fee. Please email pictures of the unit in it's original packaging to help@gym-experts. Customer support team will coordinate the pick up and give confirmed date and time window. This may take up to approximately 7-14 business days.

To return the item it must be placed curbside or where it was originally delivered for pick up. You may get a freight quote or pay our discounted outbound shipping cost. You will never pay for restocking fees, never pay for shipping BOTH ways & NEVER pay any additional cancellation fees if you at least try out the machine.

If you cancel your order while in transit, you will be responsible for shipping cost both ways, but no additional fees. This is the fairest return policy in the industry and again, if you just accept the delivery and try out the machine - you will ONLY be responsible for return shipping cost. 

Once we receive your return, we will send you an email to confirm the refund approval. Refunds are approved and processed within 2-7 business days of us receiving your equipment or the cancellation confirmation. Your refund should post to your account by the 7th business day and that does not include weekends or holidays.

Wire transfers, ACH bank transfers and checks will be refunded by check only. All credit/debit card transactions will be refunded in the original form of payment which could take an additional 2-7 business days depending on your bank or method of payment. Please call us, email customer support, chat on the website or contact your account manager with any questions or if you don't see your refund reflected in the approximate time frame.

PLEASE double check the address you submitted online or via phone on your invoice/email confirmation, your doorway width, ceiling height, weight/usage capacities and electrical requirements to ensure you can use the equipment properly. Gym Experts will not be held liable if any issues occur resulting from but not limited to those mentioned. Those circumstances could be subject to processing fees, standard return shipping costs and voided warranty.

ALL SHIPPING TIMES ARE APPROXIMATIONS. We will always stay in communication with you and give you updates on the delivery date of your equipment. Most items on the website will have their approximate shipping times listed by the price. The standard is 2 - 4 week shipping time. For special item orders like NuStep, FreeMotion Cable Crosses, Jacobs Ladders, Certified, Pre Owned equipment or any order requiring installation/assembly coordination - they may take up to 30 business days before shipping. We rely on 3rd party freight and trucking companies and installers/techs to deliver within the quoted time frame and will not be liable for delays due to their schedule, weather, roadside conditions, lost/stolen/damaged equipment or any other unforeseen situation. New orders coming from the factory may periodically be on back order and other unforeseen events may occur that cause the shipment to be delayed. Most New, Certified and Pre Owned equipment will ship within the standard 2-4 weeks. Some items may have rush delivery available of 5-10 business days which is 1-2 weeks not including weekends or holidays. If you need your order rushed, assembled, delivered inside or any other special request - call 888-924-4244 or email help@gym-experts.com for a quote. All inquiries will be responded to within 24 hours. 

The pre owned industry is notorious for long lead times due to product scarcity, technician coverage and replacement part availability. Even new items are subject to periodic delays due to factory back orders, quality assurance inspections and vendor's shipping schedule. If you wish to cancel within the 30 business day lead time and the equipment has not shipped, you will be responsible for 8% cancellation fee. If we cannot ship your order within that time frame we will honor a 100% full refund with no processing/cancellation fees. 

We created this return policy to make it simple and low risk for everyone. Our goal is to make sure you're happy with your purchase. We always strive to be fair and understanding of tough situations. Please call or email us if you have any questions or concerns. 

 

Shipping information: 

We ship pre owned and some new (Jacobs Ladder) fully assembled on a pallet, it will come to you CURBSIDE delivery. We ask that when the shipment comes to you that prior to signing the Bill of Lading (BOL), that you inspect the package for damages. If you see any damages, notate it on the form, take photos and then ACCEPT the package. Doing so will allow us to file a claim on your behalf with the freight company for the repairs. Failure to notate or contact us within 24 hours will result in the freight company denying the claim and us being able to offer a refund or be held responsible. Unfortunately, we have had customers in the past who damaged their equipment after delivery and they attempted to blame it on the freight carrier days later.

If an item arrives damaged or non-operational you must allow us to send a technician out to inspect and service the equipment. If they can't get it working or fixed then you must accept a replacement unit at no cost to you or the normal return policy applies. 

For Delivery: Due to the quality and size of commercial and high end residential fitness equipment we mostly ship fully assembled and products can be up to 500+ pounds, that being said the packages are very large and will require that lift-gate service is applied to the order. The freight carriers will assist with bringing the unit down to ground level CURBSIDE of your home or business using the lift-gate. The drivers are NOT responsible for any of the following: installing into your residence/bringing past the curb of your home, un-packaging the equipment, or removing the packaging/pallets from your place.

If you purchased Installation/Assembly that means the delivery company will deliver curbside (or if you pay for inside garage delivery) and the technicians will contact you later and take the equipment from where it's delivered, to the room of choice outlined on your invoice. We rely on 3rd party technicians to install/assemble equipment and we require 1 week after delivery for the installers to make contact to schedule the service, all subject to the technician's schedule. If you do not make time to allow the technician in the home, we will not be held responsible and will provide a refund of the installation while you coordinate that on your end. 

If you purchased White Glove that means the technicians will pick up the equipment from the terminal and deliver/install/assemble at the same time. We rely on 3rd party technicians for White Glove and we require 1 week after delivery for the installers to make contact to schedule the service, all subject to the technician's schedule. If you do not make time to allow the technician in the home, we will not be held responsible and will provide a refund of the White Glove while you coordinate that on your end. 

If you are not contacted by the installers within 3 business days of delivery (not including weekends or holidays) please contact Live Chat Support open 7 days a week from 5am - 10pm PST email your account manager and he will reply within 1-2 business days with a plan of action to either refund you the installation/assembly or find another technician in your area. We will not be held respondible for lack of technician coverage in your area or your schedule that prevents them from coming into your home/business to complete the installation. 

If you need to change the original order address at any time you must make the request to "help@gym-experts.com" so our service team can look up your order before it ships. After it ships and if it's possible to have your freight re routed with the carrier, you will be responsible for all fees. 

If you need your equipment installed inside or assembled please email "help@gym-experts.com", call 888-924-4244 ext 2 or speak with your original sales rep for a quote. Please note not all areas have installation/assembly services available. 

We currently ship for free ONLY within the continental united states. We DO NOT ship outside of the USA at this time. 

International Shipping information:

We currently only ship within the USA and may be able to ship overseas depending on your location. You MUST contact us for a shipping quote as international shipping will be an extra cost. If you do not get an international shipping quote from us and purchase online anyways and then cancel, you may be subject to 8% processing fee. 

Warranty:

The manufacturer's warranty coverage on new equipment can be found in your owner manual or by asking your gym expert. The warranty on pre owned and certified pre owned will only cover the major mechanical pieces such as the main drive motor, deck, flywheel and frame. The warranty does not cover worn components, cosmetic pieces such as shrouds and decals and electronics.

The labor covers those parts and all billable hours of labor and may require a nominal trip fee. All requests for service must be emailed to "help@gym-experts.com" with a picture/video and detail of the issue. This is so our technicians can diagnose the issue and confirm exactly what parts are necessary for repair. 

We respond to all service requests within 5 business days and schedule technicians within 5-10 business days if not sooner. Service times may extend if you live in a remote area or during the winter peak season. Commercial clients must keep their equipment regularly maintained per the manufacturer's recommendations during the warranty period. 

Extended Warranty:

Some equipment may qualify for an extended warranty plan. We have a 3, 5 and 10 year extended part warranty available. Please ask your gym expert for price as it fluctuates depending on the brand/model and if you're a residential or commercial client. The extended warranties will begin the day after the original warranty ends and do not run concurrently with the original warranty. To schedule service please call 888-924-4244 ext 2 Monday - Friday 5am - 5pm PST. You can also email help@gym-experts.com for assistance after hours.

Low Price Guarantee:

We strive to give our customers the best service and pricing available anywhere. If you find a better price on any product at another authorized retailer, we will try to meet or beat that price.
  • Complete competitor's price is subject to matching (including any taxes, shipping, expedited shipping times, handling charges and warranty)
  • Competitor must be an authorized dealer (as listed by manufacturer)
  • Product must be in-stock and be brand new merchandise.
  • No other offers or discounts may apply to price match.
  • One time price match applies within the 365 days of purchase.
Exclusions

Manufacturer instant rebates or package bundles are not eligible for price matching, as these promotions are available to new purchases only- within the specified promotional time frame. These special offers will not be honored outside of their promotional periods. All Pre Owned/Certified units must undergo the same restoring process including certified tech inspection, disassembly, rebuild, part replacement, new paint and warranty coverage. 

 

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