POLICIES

Fitness Town ships across Canada to both residential and commercial addresses with carriers we’ve come to trust. Every order is packed by an expert in fitness equipment transport logistics.

 

Online Orders

Online orders (that are in stock) leave our warehouse within 2 business days. Shipping is calculated at checkout.

 

In-Store Purchases

Your retail Specialist will offer and coordinate the available shipping, Delivery & Installation, Cash & Carry, and/or pick-up options at purchase. (Delivery & Installation and Cash & Carry are only when you purchase in-store.)

ONLINE ORDER PROCESSING & TRACKING

In-stock orders are picked, packed, and shipped within 1-2 business days. Shipping timelines are based on your product and location and may be limited by weather or supply chain issues. You will receive a shipping confirmation and tracking number once our warehouse team has picked, packed, and initiated the shipment.

 

How online orders are processed at Fitness Town

  • You place an order
  • You will receive an order confirmation from our system
  • Orders for in-stock items are picked, packed, and shipped the next business day (Monday through Friday)
  • You will receive a shipping confirmation and tracking number with an estimated delivery date
  • Delivery timelines are the responsibility of the carrier; please call the carrier referenced on your shipping confirmation for shipping updates
  • In the event that you placed an order on an item that is out of stock, you will be contacted, and your purchase will be refunded.

 

Limitations

  • Once an order has been processed, we are unable to change shipping methods
  • We are unable to add a product or modify or cancel the items on your order once shipping has been confirmed
  • Supply chain issues are still in effect that may affect shipping timelines. Thank you or your patience!

RETURNS & EXCHANGES

Shipping Damage

Customer should inspect the order thoroughly at the time of delivery. If you are not satisfied, refuse the item before signing the delivery receipt. Be sure to report any product defects or damages with the delivery agent and contact ecommerce@fitnesstown.ca to notify Fitness Town of the refused delivery. Include:

  • Full Name
  • Order Number
  • Explanation
  • Return or Exchange request

 

Shipping Error

In the event of a shipping error by Fitness Town, we will coordinate the return and exchange the item at no cost.

Contact ecommerce@fitnesstown.ca to instigate a return or exchange due to a shipping error.

 

Unopened Box Return/Exchange

  • Contact ecommerce@fitnesstown.ca to instigate a return or exchange on an unopened box product. Include: Full Name, Order Number, Explanation, Return or Exchange request
  • Return unopened boxed product(s) within 30 days in original packaging
  • No restocking fee
  • 5% administration fee
  • Return shipping and shipping insurance is the responsibility of the customer
  • For your convenience, you are also able to return any online orders to the Vancouver Distribution Centre at located at 1306 S.E. Marine Drive.
  • When the return item is received in our warehouse, it will be inspected.
  • Allow for 7-10 business days for inspection (upon arrival at our warehouse)
  • Your refund or exchange will be processed upon approved inspection.

 

Opened Box / Used Items

Fitness Town does not accept returns on open box product or used items.
Used equipment will be repaired if possible in accordance with manufacturer’s warranty through a manufacturer authorized service contractor. Please submit a Service Request Form for further information.

 

Return / Exchange Exceptions

  • Some oversized unopened box returns may be subject to a restocking fee. Cancellations may also be subject to a restocking fee.
  • Gift cards, gift certificates and store credit cannot be exchanged or returned for cash, credit or cheque.
  • Special Orders are not eligible for our standard return and exchange offerings.
  • Open Box and Used Items are non-returnable. Items should be inspected thoroughly at the time of delivery. If you are not satisfied, refuse the item before signing the delivery receipt. Be sure to report any product defects or damages with the delivery agent.
  • Used equipment will be repaired if possible in accordance with manufacturer’s warranty through a manufacturer authorized service contractor. Please submit a Service Request Form for further information.
  • Donations cannot be refunded.

WARRANTY

Used equipment will be repaired if possible in accordance with manufacturer’s warranty through a manufacturer authorized service contractor. Please submit a Service Request Form for further information.

Service Call-Out Fee applies on warranty claims. See the ‘Service Rates’ chart at Equipment Service & Repairs details.

60-DAY GUARANTEE FOR LOCAL IN-STORE CUSTOMERS

If you are experiencing a problem with new equipment within 60 days of purchase, and the unit was delivered and installed by Fitness Town Certified Service Technician, and you are within a 30km service radius from Fitness Town, there will be no service charge and ALL repairable defects will be corrected at no charge, 100% satisfaction guaranteed.

FITNESS TOWN PRICE MATCH GUARANTEE

We’re so confident that we’re offering the best home gym deals and premium value that we’re committed to a price match guarantee.

If you find a current lower price on an identical, in-stock item from a Canadian retailer, we will match their price. Terms and conditions apply.

 

If you find a lower price that meets these qualifications, we’ll match it:

  • Physical proof or link to a current offer
  • An identical product that is the same make, model, and brand
  • In-stock and available for sale at both a competitor and at Fitness Town
  • An online competitor product that can be shipped to your location
  • Products that are not part of our exclusion list

 

Exclusion List

  • Custom or Special-Order products
  • Volume or wholesale discount pricing
  • Discontinuations, liquidations, and close-out prices
  • Competitor bid and auctions site pricing
  • Items sold via a third-party or discount site, including marketplaces and third-party sellers – meaning any products that are not sold directly by a competing retailer
  • Open-box or display merchandise as well as returned, damaged, pre-owned, reconditioned, refurbished, or previously discounted products
  • Competitor pricing for professional services, including labour, assembly, and installation costs
  • Rebates, free offers, gifts with purchase, gift cards, prepaid cards, or bundle offers
  • Unspecific offers
  • Credit, lease, or financing offers and programs
  • Fraudulent prices and advertised pricing from a competitor based on typographical error, misprint, or other error
  • Rain checks, retroactive price adjustments
  • Non-branded items
  • Items with inflated shipping charges
  • Taxes, delivery, and shipping
  • Direct-from-vendor pricing
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