Engineered for Performance, Built on Trust. This policy reflects our commitment to providing a transparent and professional service for serious athletes, gym pioneers, and home fitness visionaries worldwide.
1. Shipping Information
We are committed to delivering your professional-grade fitness equipment efficiently and securely. All orders are processed within 1-2 business days (excluding weekends and holidays) after payment verification.
Shipping Methods & Timeframes
| Shipping Method | Cost | Carrier | Estimated Delivery Time (After Shipment) | Notes |
|---|---|---|---|---|
| Standard Shipping | $12.95 | DHL or FedEx | 10 – 15 business days | Recommended for faster, tracked delivery. |
| Free Shipping | FREE on orders over $50 | EMS | 15 – 25 business days | Economical option for orders meeting the minimum. |
Note: Delivery estimates are provided by carriers and may be affected by factors beyond our control, such as customs clearance (for international orders), weather, or local holidays. We ship globally, excluding some remote areas and parts of Asia. Please ensure your shipping address is complete and accurate.
2. Returns & Exchanges: Our Core Principle
We stand behind the performance of every product. If you are not completely satisfied, you may return most new, unused items in resalable condition within 15 days of the delivery date for a refund or exchange.
Eligibility & Key Conditions
- Timeframe: Request must be initiated within 15 days of delivery.
- Condition: Items must be in new, unused, original condition with all tags, manuals, and original packaging intact. Assembled, worn, or installed equipment cannot be accepted.
- Proof of Purchase: Your order number or invoice is required.
- Shipping Costs: Return shipping is the customer’s responsibility, unless the return is due to our error (wrong/damaged/defective item). Original shipping charges are non-refundable.
Final Sale & Non-Returnable Items
To ensure safety, hygiene, and compliance, the following are FINAL SALE and cannot be returned or exchanged unless they arrive defective or damaged:
- BOXING / MMA Equipment: Including all BOXING GLOVES, FOCUS PADS, and BOXING BAGS.
- Opened CABLE ATTACHMENTS (once packaging is removed).
- Custom-configured COMMERCIAL STRENGTH and COMMERCIAL CARDIO equipment.
- ENTERTAINMENT CARDIO components or software with activated licenses.
- Any item not in its original condition due to customer handling.
3. Step-by-Step Return/Exchange Process
- Initiate Request: Contact our support team at [email protected] within 15 days of delivery. Use the provided template below for clarity.
- Receive Authorization: We will review and, if approved, email you a Return Merchandise Authorization (RMA) number and instructions. Do not ship without an RMA.
- Package Securely: Repack the item in its original, undamaged packaging with all accessories and manuals. Include a copy of your invoice inside the box.
- Ship the Package: Ship to the address provided using a trackable and insured carrier. Retain your shipping receipt. You are responsible for the item until it arrives at our warehouse.
- Inspection & Processing: Our quality team inspects returns within 3-5 business days of receipt. We will notify you via email once complete.
4. Refunds, Reimbursements & Exchanges
Refunds
- Timing: Once approved, refunds are processed to your original payment method (Visa, MasterCard, JCB, PayPal) within 7-10 business days. Please allow additional time for the refund to appear in your account, depending on your financial institution.
- Amount: Includes the full item price and applicable sales tax. Original shipping charges are non-refundable.
Exchanges
For an exchange, after we receive and inspect the return, we will ship the replacement. You are responsible for any price difference and additional shipping charges for the new item.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, is defective, or is incorrect, contact us immediately at [email protected] within 48 hours of delivery. Provide your order number and photos/video of the issue. We will arrange a prepaid return label, replacement, or full refund at no cost to you.
6. Return Request Email Template
To expedite your request, please use the following template when contacting us:
Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Dear Elite Fitness Store Support,
I would like to request a [Return / Exchange] for an item from my recent order.
Order Number: [Your Order Number] Product Name: [e.g., COMMERCIAL STRENGTH Barbell, AIR CARDIO Bike] Reason for Return/Exchange: [Please specify] I confirm that the item is in new, unused condition with all original packaging and accessories.
My preferred resolution is:
[ ] Refund to original payment method
[ ] Exchange for: [Specify exact product name/SKU if known]
Shipping Address for Return Label (if applicable):
[Your Name] [Street Address] [City, State, Postal Code] [Country]
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number – Optional]
Questions & Contact
For any questions regarding this policy, contact our dedicated support team. We are committed to resolving your concerns with the efficiency and professionalism you expect.
Email: [email protected]
Postal Mail: Elite Fitness Store, 2685 Sharon Lane, South Bend, US 46618
Processing Time: We strive to respond to all inquiries within 24-48 business hours.