Orders & Shipping
How can I check shipping costs to my address?
The quickest way to check shipping costs for any item on our website is to add the item to your cart and go to the checkout page. Enter your delivery address and hit "continue to shipping".
The website will then calculate the shipping cost for you and may present multiple options depending on the item. If you're not ready to purchase yet, don't worry! You can always exit the checkout screen and go back to browsing once you've found the shipping cost.
If the checkout is unable to provide shipping options, please contact your nearest store. We may be able to arrange special options using a local carrier for remote areas and/or oversize orders, so please ask us if you're having trouble with this.
The Item I purchased was listed as Free Shipping. Why are there additional shipping fees?
Some items on our website are listied as Free Shipping. These free shipping rates are available to most major cities and their surrounding areas in Canada. If you are localed in a rural area or outside of a major city centre additonal shipping charges may apply.
I received a tracking number but it’s not showing any information?
Once you receive a tracking number it means your item is packed, labelled and ready to be picked up by a carrier. You will not get specific updates until the carrier picks up the package, so please check back in about 24 hours and you should have more information. In addition, please be aware that carriers pick up Monday-Friday, so if you receive tracking info late Friday or on the weekend there won’t be any updates until Monday.
I only received 1 of 2 boxes. Does this mean the other part of my shipment has been lost?
No, sometimes even when the packages are picked up at the same time, they will get separated at the shipping facility. Most of the time the remaining package will arrive the following business day.
How do I return my order once it’s been shipped to me?
Fitness Experience offers a 14-day return policy for all unopened goods. Product returns that are required to be shipped back to one of our locations will be refunded, less the initial shipping charges and any addidtional shipping charges for the return of the product. Refunds will be issued once the product is received back to our location.
If your product has been opened, please reach out and let us know, we will work with you to have the product returned. Please note opened or unpackaged items may be subject to a 15% re-stocking fee.
How fast will my order be shipped?
If your item is in stock we strive to have orders ready for pickup within 24 business hours, with the exception of Sundays and stat holidays. Please note that larger items, such as treadmills, may take longer because we need to coordinate having the item put on a pallet. We always try to have it leave the day after the order is placed, but please be aware that delays due to interstore transfers and shipping company pickup schedules may sometimes occur.
If I order multiple items, but some are not in stock yet, will I get shipped what’s in stock, or have to wait until everything is ready?
Shipping is calculated based on sending all items together. However, if it’s possible to send in stock items sooner, we will absolutely do so.
How does it work if I order a large item, such as a treadmill? Will it be brought into my house?
Cardio machines and home gyms are sent on a pallet using LTL services. This service does not include bringing the item into your home.
The shipping company will call you to make an appointment to deliver the item, to ensure you are home to receive it, but you is responsible for handling it from there.
Depending on your location at checkout you may be presented with the option for Local Delivery as well as shipping, the local delivery option will include full delivery and installation of all equipment ordered into your home.
If you live in a province/city where this is not an option, we can help point you in the direction of a local installation company in your area.
Do you ship to remote areas?
We try our best to serve all of Canada, but please be aware that it may take us some extra time to find a shipping company that will work for your location. In addition, depending on the cost of shipping, we may need to collect additional fees. If this is the case a Fitness Experience representative will obtain an accurate shipping quote and provide you an updated cost prior to completing your order.
Stock & Availability
What does it mean if the item is listed as Limited Stock?
This means we have less than 3 of this product left. Please note that when we have limited stock of an item, it’s possible we may only have floor models left. If you want to confirm before placing the order, you can always reach out to us and we can confirm for you right away.
What does it mean if the item is listed as Special Order?
Special order items are products that we don’t normally stock but can request from the manufacturer. We do require payment in full before ordering the item, since we are ordering it specifically for you.
Our estimated timeline for special order items is indicated on the product page and varies by brand. However, this is not a guarantee. In the past, 4-8 weeks was a very achievable timeline for most products, but in recent years with production and shipping delays, sometimes we are not able to fulfill your order within this timeline. On the other hand, sometimes special-order items can arrive a lot faster than we expect.
Regardless, our team will keep you updated on the timeline of your order, and we appreciate your patience if we experience delays. Should you need to cancel your order, we can do so only if it has not shipped from the manufacturer yet.
What does it mean if the item is listed as Pre-order?
Pre-order items are products that we stock regularly, but are currently out of stock. Sometimes there will be an estimated arrival date on pre-order items projecting when we should receive more. While we do stock these items regularly, we highly recommend completing your order as soon as possible, as sometimes our shipment arrives completely pre-sold.
Are all products listed on your website?
We strive to have our website as up to date as possible, however if there is an item you’re looking for that is not listed, it’s always worth reaching out to us via phone, chat or email, as new products come in often. Sometimes we may not have the exact model you were originally looking at, but may have something very similar. Sometimes even better!
Parts & Service
How do I go about buying replacement parts for my exercise equipment?
Our team of experts can identify, source and install the correct replacement parts for most of the brands we sell. To get started, send our service team a message!
I'm hoping to get my purchase professionally installed. Can you help with that?
Absolutely! Please see our Delivery & Installation page for more info.
I'm moving soon and have large pieces of gym equipment to shift. Do you offer relocation services?
We sure do! Head over to our Relocation Services page to learn more.
Pricing & Promos
Where can I see what's on sale?
Current sales and promotions will be shown on our website. If a product has a current sale price, it will be shown in blue underneath the product listing or beside the main image on the product detail page.
Major promotions and sales events will be posted on our homepage, along with new product announcements and bestselling items. These change frequently, so it's always worth coming back to see what's hot and exciting at Fitness Experience!
You can also follow us on social media and subscribe to our newsletter if you'd like to get the latest deals straight to your inbox.
Can I finance my purchase from Fitness Experience?
We are pleased to offer two different financing options depending on your method of purchase. Please visit our Financing page for details.