Terms of Sale

Make It Right Policy

Fitness Town is committed to providing you with superior services and products that meet your expectations.  If we have made an error and you are not happy with your purchase, let us Make It Right. Contact us as soon as you notice the error and we will do our best to correct it.

Pricing

Prices listed on the website are all in Canadian dollars (CAD) and are subject to change without notice as they are live quotes and fluctuate. We cannot guarantee a price you have seen at a later date.

Liability

Fitness Town reserves the right to cancel any order and for any occurrence.  Customer will be immediately notified of such occurrences.   Fitness Town or its parent company is not liable or responsible for any damages caused by the equipment or misuse.

Please enjoy your chosen activity responsibly, get the proper training, make sure you are in good physical condition and are correctly equipped. Some or all of the activities for which we sell equipment, apparel and footwear can pose a significant risk to your wellbeing.  Fitness Town does not assume any responsibility for actions resulting from or associated in any way with purchases of any products on our site. By using our site, and through your purchase, you acknowledge and attest that you understand these risks, and that you take full responsibility for your own actions.

Returns & Exchanges

Did you buy the wrong gift? Change your mind about your purchase, or just dissatisfied with the product? No problem! Fitness Town offers a 30-day return/exchange policy on unopened or unused products, returned in new, saleable condition. This does not apply to products deemed hygienically sensitive such as exercise mats, yoga accessories, stability balls, gloves, weights, benches, foam rollers, clothing, resistance tubing and bands, heart rate monitors etc.

Fitness Equipment and accessories purchased at Fitness Town may be returned or exchanged (excluding shipping and handling charges) for 100% refund if returned in its original package, unopened and unused within 30 days from the original date of purchase. 

Purchases made online may be returned for a full refund (less shipping and handling) within 7 days of receiving the item(s). PLEASE NOTE: All merchandise for return must be in new condition, sealed in its original packaging. Shipping costs associated to the return are the customer's responsibility.

Refunds will only be made once we receive the original item and deem it to be in "like new" condition. You are responsible for costs associated with returning the item and re-stocking fees may apply. Items that you attempt to return that are lost in transit are your responsibility and a refund will not be issues should this occur. You may want to select a shipping method that includes tracking. Refunds may take up to 7 days.

In the event that we have shipped an incorrect item, Fitness Town will be responsible to cover shipping and handling costs.

In order to maintain our everyday low prices, Fitness Town does not accept returns on items that are not sealed in their original packaging as we cannot send them back to the manufacturer for credit.

In order to return a product, please contact returns@fitnesstown.ca with the following information:

Please include your full name, order number and reason for return request.

Please note; by simply sending an item back, we do not guarantee a refund or replacement

Cancel an Order

As long as your order is pending, you may call 1.855.417.1111 or 604.299.7716 to cancel the order. You must speak to a representative to cancel an order. A cancellation may not be done through e-mail or voicemail.

Once an order has been processed, our standard return and refund policy applies.

Backorders

Our website tries to offer items that are currently in stock. It is sometimes possible that an item may not be in stock. If this is the case, you will not be charged and we will send you an email with the following options:

Remove the backordered item and proceed with the rest of the order (We will automatically adjust the pricing and shipping to reflect the changes made to the order)

Leave the order pending until all items are in stock, at which point we will contact you to see if you would still like to proceed with the order.

Shipping

All regular sized items will be shipped within 1-2 business days as long as the order is placed before 2:30pm Pacific Standard Time (PST). This policy applies only for items that are being shipped with FedEx. Shipping time is dependent on the end location. Most recipients located in major cities receive orders between 2 and 7 business days after the order is processed. Orders ship from Burnaby, B.C.  Remote locations and Eastern Canada destinations may take longer.

Individual items that weight up to 150lbs will be shipped via FedEx. Standard shipping will be FedEx Ground.  If you live in a low traffic location as defined by FedEx, your package may be handed off to Canada post or the local post service who should notify you when the package arrives.

Items that are oversized (over 150lbs) will be shipped via a common freight carrier and curbside delivery only.

All orders being sent to remote Canadian locations are subject to an additional shipping charge, which varies depending on size and weight of the product(s) being shipped. 

Oversized items ship on a weekly basis so please allow 1-2 weeks for arrival.

Tracking

For FedEx shipments, you receive an automatic e-mail when your order has been shipped. Please make sure to track your order to avoid any problems or delays as FedEx will make two delivery attempts after which it is taken to the nearest depot. You may then do one of two things; call and schedule a third delivery attempt OR pick it up from the nearest depot. If FedEx does not hear from the customer after a week, they will return the package. Should a package be returned to our warehouse, it will be the customer’s responsibility to pay for shipping a second time in order for us to re-ship the product(s).

Damaged Items Due To Shipping

If an item arrives and the package is visibly damaged, please refuse the item and make a note with the carrier and please call 1.855.417.1111

Free Shipping

Items marked free shipping have a certain percentage allocated towards shipping costs. This percentage typically covers all major cities across Canada. In the event that you are in a remote or beyond carrier location, additional charges may apply.

Warranty Parts & Defective Items

Fitness Town reserves the right to:

·         Send parts

·         Replace a defective product

Should an item be defective, DO NOT simply send it back to us. Send pictures to service@fitnesstown.ca and Fitness Town will assess and evaluate it to ensure that the item is defective and not improperly assembled or misused.

Parts from Canada: Replacement parts are available to be picked up at the Fitness Town Vancouver location (1318 S.E. Marine Drive, Vancouver). It is the end users responsibility to arrange delivery or pick up of warranty or faulty parts or products.

Parts from the U.S.: Parts are shipped from the U.S and shipped directly to the customer. Customers are responsible for the cost of duty, broker or shipping charges associated.

Manufacturer Warranties

Review your manual for details about your manufacturer warranty.  Should you require service while your product is still under warranty, the manufacturer’s state that you must contact the authorized retailer of your product (Fitness Town). If a questions or problem arises which cannot be handled by your fitness equipment retailer, manufacturers generally provide a toll free number for you. Details of your Manufacturer warranty are provided in your owner’s manual.  Please refer to your owner’s manual for the terms and conditions of your warranty. 

Customer Care Plan (CCP)

Fitness Town’s customer care plan covers parts and labour on your fitness equipment for up to 5 years. There is an in home call out fee of $33 (regular $50+ for non CCP holders).  If a 2^nd call out is required, it is on us.  Extra mileage fees apply to addresses located outside of a 30 km radius from the nearest Fitness Town. The Customer Care plan is non-transferable and non-refundable. 

CESA Environmental Fee's (applicable for BC residents only)

In 2004, the British Columbia Ministry of the Environment enacted the Recycling Regulation under the authority of the Environmental Management Act. Since then, the Regulation has been periodically expanded to mandate the responsible end-of-life management of various new products including fitness equipment. Currently, CESA operates one program in Canada: ElectroRecycle, British Columbia’s small appliance and power tool recycling solution. More than 300 products are managed under the ElectroRecycle program. To uphold a commitment of supporting environmentally friendly initiatives, Fitness Town is required to charge a small fee on certain products to BC residents only. For more information on the program, please visit their website at www.electrorecycle.ca. The following fee's will be charged per piece of equipment:

• Exercise Bikes (Upright & Recumbent) - Environmental Fee of $2.60
• Ellipticals & Cross-Trainers - Environmental Fee of $2.60
• Treadmills - Environmental Fee of $2.60
• Vibrating Technology - Environmental Fee of $2.60
• Heart Rate Monitors & Wearable Technology - Environmental Fee of $0.40
• Body Fat Scales - Environmental Fee of $0.40