Frequently Asked Questions
Click on a question and the answer will appear below.
How do the discounts work?
Discounts on items are set at Level 1, Level 2, and Level 3. You can reach these levels based on the total regular prices of the items in a single purchase. Discount Level 1 is reached at $1,000.00 of total parts, Level 2 at $2,000.00, and Level 3 at $4,000.00.
What is your return policy?
Our return policy can be found here.
Why aren't items going into my cart?
Can I still get a part listed as "No Longer Available"?
"NLA" or "No Longer Available" means we can no longer get that part or any acceptable substitutes. When a part reaches NLA status, our purchasing department has researched the part and looked for acceptable alternatives to that particular part, but unfortunately, we are unable to provide the part or an acceptable alternative. To try further to find your part, you can go to www.FitnessForums.net and post a message on the forums there asking if anyone happens to have the part you are looking for on their shelf.
Can you help me troubleshoot my machine?
To keep costs down for you, we do not employ phone service technicians to help you troubleshoot your problem. However you can visit www.FitnessForums.net and post a question in one of the forums, where someone may be able to help you. You also may be able to find a servicer in your area.
Can I cancel my order?
Orders can be cancelled up to the point in time when an order is marked as shipped. Orders are marked as shipped when a shipping label has been placed on them. They are then placed in containers and readied for pick-up. The hundreds of orders that are placed in these containers make it a difficult and time consuming process to stop a shipment even if it has not left our facility. Because of this, we cannot cancel an order after it is marked as shipped, even if it was an hour prior and is still in our facility. If the product has not yet shipped, you can call 636.634.2201 and let us know that you would like to cancel your order. Please have your order number handy when you call.
What is the Core Charge for?
The core charge is a refundable amount that you get back when we receive your old, re-buildable part back. This process helps ensure that we are able to continue offering refurbished parts, by incentivizing the return of old parts. In order for your returned part to qualify for a refund of the core charge it must have a reasonable chance of being repaired. Parts that are excessively corroded, been on fire, etc. are likely not repairable. Cores must be returned to us within 6 months from the original ship date.
Will you ship outside the United States?
YES - but only to Canada and Puerto Rico. If you need parts in other parts of the world, we recommend using a package forwarding service such as AccessUSA, Mailbox Exchange, USA2me.com, and others.
Can I ship using COD?
Because of the additional time and cost, as well as the rarity with which it happens, we have elected not to offer COD shipping to our customers.
When will I get my part(s)?
When your order is placed it will generally begin being processed the next business day. If all of the parts for the order are in stock, the package will ship the same day the order is processed, or the following business day. If your parts must be ordered from our vendor, they will be shipped as soon as possible when the parts arrive to us.
What is the status of my order?
You can check the status of your order online by clicking on this link.
Will you drop ship my order?
Yes we can drop ship orders to addresses other than the billing address of the credit card. Our packing slips are "blind", meaning that the customer receives a packing slip that does not contain pricing information on it.