Cancellations, Returns, and Refunds Policy
Effective Date: November 19, 2021
Please note that once the Product has left our facility, the order can no longer be cancelled and this Returns and Refund Policy will apply.
If you are looking to return your ordered Product, we are here to help!
1. RETURN PERIOD
1.1. In order to be eligible for a refund, you should promptly Contact Us within 14 days from the time you received the Product (“Return Period”) with information about the Product such as proof of purchase, order number, date of purchase, delivery date, and the reason for the return.
1.2. If the Return Period has passed since your purchase, we will not issue a refund.
2. Shipping for Returns
2.1. You agree to return the purchased Product to us in its original and exact packaging and state.
2.2. In returning the Product, use the Order Number as the RMA and reference number.
2.3. You should ship the Product to the following address:
Fitness Superstore, Inc.
537 Stone Road, Suite F
Benicia, California 94510
Business w/ Loading Dock
Receiving Hours: Monday to Friday, 7:30 am to 3:30 pm PST
2.4. Shipping at your expense. You must prepay and insure the shipping charges for all returns.
2.5. Refunds do not include any shipping & handling charges shown on the packaging slip or invoice. If you had an installation service performed, then that will not be refunded. If shipping shows as free on the invoice, we will deduct the dollar amount of the actual shipping bill that we received from the shipping company from the refund amount.
2.6. We are not responsible for any loss or damage to the Product during shipment. We cannot be held liable for any loss, theft, breakage, delay, or failure to deliver caused by the shipping company. We will not be liable and we will not issue a refund if we do not receive your returned Product or if we will not receive it in the same condition as we have sent it to you.
2.7. After we receive your purchased Product, our team of professionals will inspect it.
3. Restocking Fee
3.1. A Restocking Fee of 25% of the Product price will apply to all returns.
3.2. The Restocking Fee will be deducted from the amount that will be refunded to you.
4. Conditions of Product for Return
4.1. In order for a return of a Product to be accepted, it must meet the following conditions:
4.1.1. The Product must be in the original and exact packaging and state, with the original tags attached.
4.1.2. Stickers on the Product box or packaging should not be removed or altered in any form.
4.2. We do not refund Products that were:
4.2.1. Obtained from a source other than the website or our authorized resellers.
4.2.2. Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
4.2.3. Damaged by misuse or activities other than the intended purpose.
5. Processing of Refunds
5.1. We will process the refund 3 to 5 business days after we receive the returned Product.
5.2. If you are entitled to a refund, we will refund the purchase price to the original payment method you used during the purchase.
5.3. For credit card payments, it may take 7 to 10business days after we receive the returned Product for a refund to show up on your credit card statement. However, during busy periods, this may take longer. we will inform you as soon as we have processed the refund.
6. Contacting Us
6.1. We will notify you via email, within a reasonable period of time, whether you are entitled to a return or refund.
6.2. To follow-up on the status of your request, please Contact Us.
1.1. Within 48hours from the time you ordered the Product (“Cancellation Period”), you can cancel your order by sending a cancellation request.
1.2. If you will cancel your order within the Cancellation Period, we can issue a full refund. Restocking Fee will NOT be charged for this cancellation.
1.3. ALL orders financed through Affirm are subject to a 10% restocking / cancellation fee regardless of when they are cancelled.
2. Hold Request
2.1. Within 48 hours from the time you ordered the Product, you can request that we hold your order - ONLY If you did NOT order with Affirm.
2.2. While your order is on Hold, the product you ordered will be held at the price you purchased it.
2.3. If a Hold order is requested, the advertised processing times (e.g. 1-2 weeks or 2-4 weeks, etc) will not start until the hold is released.
2.4. You can cancel your order while it is on Hold.
2.5. If you will cancel your order while it is on Hold, we can issue a full refund. Restocking Fee will NOT be charged for this cancellation.
2.6. If you decide to continue with the purchase, you must communicate to us in writing to "Release HOLD, proceed with order" so we can process your order. Once the Hold is released, the standard processing times and delivery periods will start to run.
3. Restocking Fee
3.1. After the Cancellation Period and/orthe Hold is released, you can still cancel your order. However, a Restocking Fee of 10% of the Product price will apply to the cancellation.
3.2. The Restocking Fee will be deducted from the amount that will be refunded to you. The Restocking Fee is the cost associated with the processing of the order and its cancellation, remanufacturing, quality control, transferring of equipment, preparation, and packing the product for shipping.
4. When cancellation is not available
4.1. Once the Product has left our facility, the order can no longer be cancelled, and our Returns and Refund Policy below will apply.
5. Contact us
5.1. To cancel or hold your order, please Contact Us.
5.2. We will notify you the status of your cancellation or hold request via email within a reasonable period of time.