FAQs

FAQs

How can we help?

Give us a call – Tel: +44 7404 201596

Email us: sales@onlinefitnessstore.co.uk

Placing an Order

Can I order by phone?

Yes, please give us a call on +44 7404 201596 to place an order with our sales team. Please note that for finance payments, you will have to submit your order through our website as you will need to be redirected to our V12 finance company website to complete the finance application or call us requesting a Finance Form and we will send you one straight away.

Which payment methods do you accept?

We accept BANK TRANSFER Etc

Delivery

When I will receive my order?

Our delivery takes up to 5 working days. Please note that this is not a guaranteed delivery date for your order.

If you are unsure how your items will arrive or have any other queries regarding delivery, please contact the sales team by phone +44 7404 201596

Or email sales@onlinefitnessstore.co.uk and we’ll be happy to help.

How will my delivery be arranged?

We pay our courier for a book in service whereby they will contact you prior to delivery and agree a suitable day for delivery. Should you fail to accept delivery after agreeing with the courier you will be charged for re-delivery.

How my items will be delivered?

– UK WIDE delivery

We offer Standard Kerbside Courier Delivery.  For insurance purposes our couriers are not permitted to enter your property so it will be a kerbside courier drop only. Please note, you will be responsible for moving, relocating and installing the goods.

Can I order installation service?

Our team of experienced engineers are able to install your item for you in your desired location. We currently carry out installations on behalf of Life Fitness, Precor and Matrix. There is an added cost to this as we will send out at least 2 engineers who can dismantle the machine if required in order to install the item in the desired location.

How much will an installation cost?

The cost will vary and depends on machine type, distance and most importantly access to the property. The cost is FREE

Will my items be delivered together?

Your items may be delivered separately as some items can take longer to be delivered.

What am I responsible for upon delivery?

We must be made aware of any restrictions to access to the property including but not limited to overhanging / low trees / shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery.

We will not accept any claims for compensation arising from non / failed / refused delivery of any item where the couriers were not made aware of any points regarding access restrictions.

If the item is refused / cancelled due to these restrictions, the customer is liable for all return delivery charges.

When you receive your item, look around for obvious damage and sign for it as damaged even if the damage is extremely minimal (Unless you are previously aware of the damage).

If you did not sign for it as damaged or unchecked you will not be covered should the item turn out to be damaged, so please sign for the item as damaged or unchecked even if you see minimal damage to ensure you are fully covered.

Can I pick up goods myself?

If you wish to collect good yourself, please give us a call and we will let you know when your items will be available for collection. You are welcome to collect from our warehouse in UK free of charge. Opening hours are 9:00am to 4:00pm Monday-Friday.

Do you deliver Nationwide?

We deliver nationwide. Please contact us by phone or email for international shipping costs.

I have restriction to access my property.

We or any couriers delivering on behalf of us must be informed of any restrictions regarding access for the delivering vehicles and access to the property. This includes but is not limited to overhanging / low trees / shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery.

We will not accept any claims for compensation arising from non / failed / refused delivery of any item where the couriers or we were not made aware of any points regarding access restrictions. If the item is refused / cancelled due to these restrictions, the customer is liable for all courier charges.

If you are unsure how your items will arrive or have any other queries regarding delivery, please contact the sales team and we’ll be happy to help.

Returns & Cancellations

Can I change or cancel my order?

Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after receiving the goods.

However, please note that we do deduct a collection fee from the total order amount.

Please be aware that your right to cancel does not apply to personalised goods that we sell.

If your item was delivered by one of our couriers on a pallet (Kerbside/Driveway) then the item will need to be outside (kerbside/driveway) on the original pallet for the driver to collect.

Drivers are not allowed for insurance reasons to enter your property.

I have received faulty / damaged item.

In the unlikely event that your item is faulty or damaged, please send us a picture or video and a description of the damage along with your name / order number to

Email: sales@onlinefitnessstore.co.uk

We’ll do our best to resolve the issue for you. We’ll either provide a replacement part or arrange a collection of the damaged product and send you a new item/ or issue a refund.

How do I return an item?

Please contact the sales team by phone or email and we’ll be happy to arrange a return for you.

Buying used gym equipment

30-point servicing checklist

All our used commercial gym machines get a full inspection and service prior to dispatch. Click here for more info on used items.

Other

How do I submit my complaint?

If you wish to submit a complaint about any of our products or services, you can send us an

Tel: +44 7404 201596

Email: sales@onlinefitnessstore.co.uk

Warranty

New equipment Warranty

All new equipment sold by Gym Equip is covered by a minimum of one year ‘manufacturer warranty’, the terms and conditions of the ‘manufacturer warranty’ can be found on the official website for the manufacturer’s brand. The ‘manufacturer warranty’ on equipment varies between manufacturers.

If you are using any of the products in an environment other than in a residential house, you must check to see if the product you are purchasing has a warranty for the environment you are going to use it in. For example, a product with a “home use” warranty will have no warranty whatsoever if used in a Full or Light Commercial environment. If you are unsure as to which classification of usage you require, please ask and we will be happy to check if the chosen products are suitable.

No manufacturer’s warranty covers failure of a product if caused by unreasonable or abusive use, if the customer alters the product in any way or if the customer fails to provide reasonable and necessary care.

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