Shipping policy

Our Peak Season shipping policy ensures orders are processed and shipped within 10–14 business days (weekdays only).

Please note that delays may occasionally occur due to high order volumes during peak seasons or unforeseen circumstances, such as severe weather conditions, which are beyond our control. While these instances are rare, The Treadmill Factory remains committed to doing everything possible to ensure your order is delivered promptly.

We appreciate your understanding and thank you for choosing The Treadmill Factory.

Shipping to a Different Address

For orders exceeding $400, we offer the option to ship to an address different from your billing address. To utilize this service, please ensure that the desired shipping address is added as an authorized secondary address on your credit card account. This can typically be done by contacting your credit card issuer and requesting the addition of the new address. Once this is completed, we will be able to process and ship your order to the specified location.

If you have any questions or require assistance with this process, please contact our customer support team.

Carriers

The Treadmill Factory partners with multiple couriers to ensure efficient delivery of your purchases. For individual items weighing up to 150 lbs, shipments are typically handled by these couriers. During the ordering process, you will have the opportunity to select your preferred courier. Our system will display available shipping options in ascending order of cost, accompanied by estimated delivery times. Depending on your location, additional services such as morning or evening deliveries may be offered for an extra fee.

Please Note: Estimated delivery times are approximate and not guaranteed. While we strive for timely deliveries, unforeseen circumstances may cause delays.

For items exceeding 150 lbs, we utilize specialized freight services. These shipments are scheduled on a weekly basis, with an anticipated arrival time of 1–2 weeks after processing. Please be aware that all deliveries are curbside only. If you require in-home delivery and installation, this service is available upon request for an additional fee. For more details, please contact our customer service team.

We are committed to providing a seamless shipping experience and appreciate your understanding regarding these policies.

Shipping Service Levels

Please be aware that the courier service level (e.g., Express 1 or 2 Day) does not accelerate the order processing time. The selected service level applies only after the order has been handed off to the courier for delivery.

Oversized Items

At The Treadmill Factory, items exceeding 150 lbs are classified as oversized and are shipped via reputable national freight carriers, such as Vitran and Fastfrate. Freight charges are determined based on the weight of the item(s) and the destination.

Shipping Schedule and Delivery

• Dispatch Frequency: Oversized items are dispatched on a weekly basis. Please allow 1–2 weeks for delivery. Items shipped directly from our suppliers may require additional time, as they originate from different warehouses.
• Delivery Coordination: Freight carriers will contact you in advance to arrange a suitable delivery date. Please note that all deliveries are curbside* only. If you require in-home delivery and installation, this service is available upon request for an additional fee. For more details, please contact our customer service team.

We are committed to ensuring a smooth delivery experience for our customers. If you have any questions or require further assistance, please contact our customer service team.

What is Curbside Delivery?

Curbside delivery is a service where the delivery company transports your purchased items to your location and unloads them at the curb or the end of your driveway. This method is commonly used for large or heavy items that are difficult for a single delivery person to carry into a residence. The delivery personnel will typically use equipment like a lift gate to lower the items from the truck to the ground. It is then the customer's responsibility to move the items from the curb to their desired location within their property. Please note that curbside delivery does not include unpacking, assembly, or removal of packaging materials.

Tracking

To track your courier shipment, please log in to your account via the link located in the top right-hand corner of our homepage banner. We strongly recommend monitoring your order to avoid any potential issues or delays. Couriers will attempt one delivery; if unsuccessful, the package will be taken to the nearest depot. At that point, you have two options: you may either contact them to reschedule a second delivery attempt or pick up the package directly from the depot.

If no contact is made within one week, the carrier will return the package to us. Please note that if a package is returned to our warehouse, the customer is responsible for covering the cost of re-shipping the item(s).

Remote Areas

Remote areas are classified as locations outside the standard service routes of our carriers. Orders shipped to remote regions in Canada may incur additional shipping fees, which are calculated based on the size and weight of the product(s).

Please note that for online orders placed from remote areas, the displayed shipping cost may not always reflect the actual shipping fees. In such cases, The Treadmill Factory will determine the exact shipping cost for the order and contact the customer before proceeding. This ensures that customers are informed of any additional charges prior to the shipment of their order.

Free Shipping

Items labeled as "Free Shipping" include a pre-allocated shipping allowance that typically covers delivery to major cities across Canada. If the actual shipping cost exceeds this allocation for a specific product, the difference will be charged to the customer. We will reach out to the customer before processing the order to confirm if they want to proceed or to cancel the order.

Please note that additional charges may apply if the delivery address is in a remote or beyond-carrier location.

Multi-Box Shipments

Order Packaging Information
In some cases, the warehouse may consolidate multiple items into fewer packages. For instance, if you’ve ordered 7 items and receive 4 boxes, this doesn’t mean anything is missing. It simply indicates that the warehouse was able to fit all 7 items into 4 packages. Please ensure you open all packages and check the contents before contacting us about a missing item.

Damaged Items
If any of your items arrive damaged, please reach out to our customer support team right away. Best way to expedite the process is to go to www.requestservice.ca and upload pictures of damages. We will assist you in resolving the issue as quickly as possible.

Damaged Items Due to Shipping

Refuse Shipment in Case of Visible Damage
If you receive a shipment with visible damage to the packaging, please refuse the delivery. If possible, take a photo of the damage and make a note with the carrier. Once done, contact us immediately at 416.900.7988 or toll-free at 1.888.900.9095 for further assistance. You may also go to our website and click the “chat” link.

Shipping Policy for PO Boxes

The Treadmill Factory is unable to ship to P.O. Boxes, as the carriers we partner with require shipments to be sent to a physical address. If your billing address is associated with a P.O. Box, please provide your physical address in the billing section when placing your order. Additionally, ensure that your credit card company has your physical address on file. This will help ensure a smooth verification process, allowing us to proceed with your shipment without delay.