Return Window
TracFitness has a 30-day return policy, which means you have 30 days after ordering your item to request a return. *
To be eligible for a return, your item must be eligible, in the same condition that you received it, unopened and unused, with tags or covers, and in its original packaging. You will also need the receipt or proof of purchase. If your order is approved, you are responsible for the return shipping cost. In certain events, we may be able to provide you with the return label or schedule a return via an approved shipping carrier. The fees associated with this return will be deducted to the original form of payment or charged additionally if the fees exceed the original purchase amount.
To start a return, you can contact us at orders@tracfitness.com. If your return is accepted, we will send you a return shipping label if available, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If a return label cannot be generated, and your return is approved, you are responsible for shipping your order back to the return address provided once your order is approved. Please make sure to use a trackable return service and to ensure your order is properly packaged to ensure it is returned undamaged and in its original condition.
You can always contact us for any return question at orders@tracfitness.com
Orders that are approved for a refund are subject to a minimum of 25% restocking fees, a 3% credit card processing fee, and return shipping costs. Special order items, custom items, and discounted items are also subject to a minimum 25% restocking fee. Return shipping costs are determined by the appropriate carrier. Orders shipped via LTL Freight are also subject to restocking fees and return shipping fees. Shipping fees and charges are non-refundable. Orders that are eligible for a return and purchased via Shopify Installments are subject to an additional 12% return processing fee in addition to the minimum restocking fee of 25% plus return shipping costs.
Once your order is approved for a return, the final return fee will be provided to you proceed to a return. If additional charges from the carrier incurred due to your order being improperly packaged or inaccurately described, they will be passed onto you and charged to your original payment method or charged separately.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue. Orders that have visible damage when delivered should be refused and not accepted. Products that arrive damaged due to carrier negligence should not be accepted and noted at the time of delivery. Any product that has visible damage on the outside of the box that is accepted is not eligible for a return.
Damaged products will be claimed with the shipping carrier and/or manufacturer. If an order arrives defective, the manufacturer's warranty will apply. TracFitness does not offer any warranty. We do not offer any warranty or replacements on defective products. Replacement parts or products are offered exclusively by the manufacturer. Each case will be assessed individually and we hold the right to deny any claim. A defective item may still be returned if requested within 30 days on the purchase date and if a warranty claim has not been filed.
It is the responsibility of the buyer to make sure that each product purchase is qualified and appropriate for their location or place of use. Residential products that are purchased and used in commercial locations or for commercial purchases will void the warranty. Commercial use is defined by each manufacturer. Customers should review the manufacturer's website in order to determine how they define "Commercial Use" or "Commercial Facility".
Commercial products that are purchased for residential use should be carefully review prior to purchase. Certain cardio units may require dedicated lines, circuits, specifications, or requirements in order to operate as intended. It is the responsibility of each consumer to make sure their facility or residence meets the requirements required to operate the purchased product.
Product specifications or details that are not found on our website should be checked on the manufacturer's website prior to purchasing.
Exceptions / non-returnable items
Certain types of items cannot be returned or refunded. Refurbished products, supplements, custom made products, products made in the United States and / or made to order, products with customer logos, padding, and padding color, cannot be returned or exchanged. *
Unfortunately, we cannot accept returns or refunds on sale and discounted items, gift cards, financed products (such as those purchased with Shopify Payments, Klarna, PayTomorrow, etc), supplements, and warranty replaced items or products. A product or order that has been given a discount online or via email, invoice, or through a promo code cannot be returned or refunded. Products that are sold via promotion, such as a "Black-Friday", "Christmas Special", "Cyber Monday", "Valentine's Day", etc. are not eligible for returns, refunds, or replacements.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please allow 14 to 21 business days for the refund to reflect to the original purchase method.
Order Cancellation and Refund
Orders may be canceled if they have not yet shipped out. Canceled orders are subject to a 3% processing fee of the total order amount. Once an order ships out, it can no longer be canceled. Cancelled orders purchased with Shopify Installments are subject to a 12% refund fee. This fee is determined by the payment processor.
Refurbished
The term refurbished applies to equipment that falls under one or all the categories listed below:
- Display Model - Products which are new and have been assembled for product showcase. Display Model products are typically in new condition. They may show minor sign of use from assembly, handling, and customer interaction. They may not include the original packaging
- Discontinued - Products which are discontinued by the manufacturer may be sold as a refurbished. They are products which are no longer being manufactured. They are typically in new condition and may show minor cosmetic marks from handling. Discontinued products may not have replacement parts available. Replacement parts may be available from third party manufacturers which are not associated with TracFitness.
- Overstock - Certain products may be sold at discounted prices in order to move or clear out inventory. Overstock products are typically products in new condition but may show sign of use from handling and storage.
*Due to the nature of Refurbished Products, they are not eligible for returns, replacements, or refunds. Refurbished products are sold at discounted pricing and it is the sole responsibility of the purchaser to acquire replacement parts or services should a product need servicing or replacing. Refurbished products do not carry any warranty (expressed or implied) and are sold as-is. They cannot be returned, replaced, or refunded under any circumstances.
Replacements
There may be circumstances in which orders that are confirmed are later determined to be out of stock, delayed for shipping, or back ordered. If a product is determined to be out of stock, delayed for shipping, or back ordered, TracFitness will contact the purchaser and notify them of the situation.
Products that are out of stock may be replaced for alternatives at the approval of both TracFitness and the original purchaser. We may recommend an alternative based on the brand, style, or specifications. If a replacement product has a greater price than the original purchase order, an invoice will be sent to the buyer. Once the difference is paid and settled, the order will then be prepared and shipped as per our orders and shipping policy unless the replacement product requires additional handling and shipping time. If a replacement product has a lower price than the original purchase order, a refund of the difference will be granted to the purchaser to the original purchase method.
*We reserve the right to modify and change our return policy at our sole discretion.
