Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach our support agents during business hours at  +1 866-545-5481, the chat in the bottom right, or at Support@FitnessMachineUSA.com

Custom or made-to-order products cannot be canceled or refunded, as these products are put into production specifically for your order.

Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom-made and Made-to-order products.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) arrive damaged: please send photos of the damage, box, and SKU, along with a brief description of the damage to Support@FitnessMachineUSA.com. Photos and videos of the damage must be sent within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

Your warranty will guarantee you a fully functional and operational product.

Refund Processing Time

Once we process the refund, you should expect to receive your funds in 3-5 business days.

Chargebacks

Our Support Team is here to assist you and resolve any issues promptly and with care. We are immediately responsive and will do all that we can to provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held legally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you!

Non-Refundable

Unless they are covered by the warranty, the following items cannot be refunded:

• Customized products: any product ordered with special upholstery.
• Equipment: Cadillac, Cadillac-Reformer, Reformer, Ladder Barrel, Combo Chair, Wall Unit, Wall Board Onne, Ped&Pull, Spine, Arcos, Arc, Triangle, Mat, Towers.
• Configuration of special equipment.
• Accessories and spare parts.
• Special shipments.
• Amounts collected for the reservation of the goods.

Refund eligibility depends on the nature of your purchase. If you believe you are entitled to a refund, please contact our customer support for assistance at Support@FitnessMachineUSA.com

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