- Returns & Refunds
- Cancel an Order
- Warranty Parts & Defective items
SHIPPING:All regular sized items will be shipped within 24-72 hours from Monday to Friday as long as the order is placed before 2:30pm eastern time. This policy applies only for items that are being shipped with Purolator.
Individual items that weight up to 150lbs will be automatically shipped via Purolator. Standard shipping will be Purolator Ground/Express. Depending on your location, additional shipping options such as morning or evening deliveries may be available for additional costs.
Our within 24-72 hours shipping policy only applies to Purolator orders made prior to 2:30pm eastern time. Please note, in the event of a warehouse backlog, orders could be delayed and will be shipped the following business day.
Items that are oversized for Purolator will be shipped via a common freight carrier. Please note; all deliveries are curbside only and we do require that the carrier call and make an appointment.
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. We do not attempt to make any money on the shipping expenses, and have researched shipping costs to ensure the charge issued is on par with what we actually pay to ship the average order. Oversized items ship on a weekly basis so please allow 1-2 weeks for arrival. (drop ship items may take longer as they are shipped from a different warehouse)
For Purolator shipments, please log in to your account, located at the top right hand corner of our homepage banner. Please make sure to track your order to avoid any problems or delays as Purolator will make one delivery attempt after which it is taken to the nearest depot. You may then do one of two things; call and schedule a second delivery attempt OR pick it up from the nearest depot. If Purolator 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 customers responsibility to pay for shipping a second time in order for us to re-ship the product(s).
DAMAGED ITEMS DUE TO SHIPPING
REFUSE SHIPMENT! If an item arrives and the package is visibly damaged, please refuse the item and make a note with the carrier. Please call 416-900-7988 or toll free 1-888-900-9095.
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.
RETURNS AND REFUNDS
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.
Certain items, such as heart monitors, mouth guards, undergarments, clothing, CD's, DVD's, etc. are FINAL SALE.
Refunds may take up to 14 days.
In the event that we have shipped an incorrect item, The Treadmill Factory will be responsible to cover shipping and handling costs.
In order to maintain our everyday low prices, The Treadmill Factory does not accept returns on items that are not sealed in their original packaging as we cannot simply send them back to the manufacturer for credit.
In order to return a product, you must obtain a return authorization number. In order to do so, please e-mail email@example.com with the following information:
- Subject line: Return Authorization Number
- Body of e-mail: 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
*** Free shipping promotions will still be subject to shipping and handling fees in the event of a return ***
CANCEL AN ORDER
As long as your order is pending, you may call 1-888-900-9095 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.
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.
- Cancel the order
We will try our best to provide an ETA on backordered items but unfortunately it is not always possible to provide an exact date for the arrival of the out of stock item(s).
WARRANTY PARTS AND DEFECTIVE ITEMS
The Treadmill Factory reserves the right to:
- Send parts.
- Replace a defective part.
- Should an item be defective, DO NOT simply send it back to us. Send pictures to firstname.lastname@example.org and The Treadmill Factory will be responsible to assess and evaluate the situation to make sure that the item is defective and not misassembled or misused.
Parts from Canada: Replacement parts are available to be picked up in Markham, ON. 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.
Prices listed on the website 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.
The Treadmill Factory reserves the right to cancel any order and for any occurrence, Customer will be immediately notified of such occurrences. The Treadmill Factory or it's parent company are 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 well being. The Treadmill Factory 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.