Shipping & Returns

Shipping Services

FitnessFactory.com offers FedEx Home Delivery on most orders under 150 pounds. Heavier or larger orders may ship via Freight LTL carrier. Shipping does not include Inside Delivery. Please contact us for additional shipping options.

Products purchased from the website, or at one of our 3 retail locations, that require shipping services will ship from our Forest Park location.

Where does FitnessFactory.com ship to?
FitnessFactory.com ships within the continental United States. We do offer shipping to both Alaska and Hawaii, however these shipments usually incur additional charges. Please call or chat with our service team to arrange shipping for orders outside the continental United States. Locations without regular service within the continental United States may incur additional fees. Also, shipping to some islands within the continental United States may require an additional charge. See the bottom of the is page for a partial list of islands with surcharges.

Click to View Our FedEx Shipping Terms

Click to View Our Freight LTL Shipping Terms

Assembly Service

FitnessFactory.com offers assembly service in the Chicagoland area ONLY. Depending on your location, there may be local services available, call for details.

Some items purchased at FitnessFactory.com can be assembled by a team of qualified technicians for an additional charge. This service includes delivering and assembling the specified item within the space of your choosing. Please call or chat with our service team to additional information.

Returns

If you are not 100% satisfied with your FitnessFactory.com purchase, simply contact us within 31 days of receiving your product to obtain authorization for a return or exchange. Before sending back a purchased item, you must contact us first via chat or 800-383-9300. Have your order number and item name ready. If approved, you will be issued an RMA, Return Authorization Number, and return address.

All returns must be sent prepaid (return shipping costs are the customer's responsibility), in original boxes, in like-new condition. If there is a situation where this cannot be done, communicate this when you contact us for the return approval. Please keep the tracking number of your return. If we do not receive the item back, you will not receive a refund or exchange. Please note there is a 15% restocking fee for all items returned without their original boxes.

Refunds: Please allow up to 14 days after we receive the item back to our warehouse for your refund to be issued. The refund is issued in the same method used to purchase the item, in most cases.

Damage - Contact us immediately after receiving an item that appears to be damaged; regardless of whether the damage was done in transit or inside its packaging. We will work with you to return or exchange damaged items. Please be ready to have digital photos of the damage for our records. If you do not contact us immediately upon receiving a damaged item, you may be held responsible for the damage and not qualify for a free return or replacement.

Cancellations and Modifications

If you wish to change, modify or cancel your order, it is important to contact us immediately by phone, so we can adjust your order before it gets processed and shipped. Usually, this is within one business day. If the item has already shipped, changes may not be possible or incur additional costs. Any additional cost will be disclosed before being made.

All Cancellations and Modifications must be made over the phone at 800-383-9300.

Guaranteed Price Protection

If you find one of our products on sale for a lower price on this site or any other, we will gladly sell you the item for the same amount. Up to 31 days after the purchase, we are happy to refund the difference to you. To verify, send us the advertisement or proof of purchase of the product. Conditions of price protection include:

Price matching applies to exact models in stock with warranties.
We reserve the right not to match auction site prices.
Competitor must be authorized by the manufacturer.
Competitor must not be violating the manufacturer's MAP policy (minimum advertised price).
Competitor's price must be clearly labeled and have the item in stock.

Island Shipping

Shipping to islands within the continental United States that are not connected to the mainland by bridge may require an additional charge not shown on the billing or shipping page. Call or chat for more details. A partial list of islands is below:

Martha's Vineyard, Massachusetts
Vashon Island, Washington
Nantucket Island, Massachusetts
San Juan Island, Washington
Orcas Island, Washington
Santa Catalina Island, California
Lopez Island, Washington
Vinalhaven Island, Maine
Drummond Island, Michigan
Washington Island, Wisconsin
Shelter Island, New York
Harsens Island, Michigan
Block Island, Rhode Island
Anderson Island, Washington
Lummi Island, Washington
Peaks Island, Maine
Mackinaw Island, Michigan