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1.My order has been shipped, but it didn't arrived yet, can you help me out?

Please allow 3-5 working days for your shipping (estimate  for Europe); check your tracking number in order to see the actual location of the package and get in touch with the courier in case you suspect something is wrong. If this doesn’t work, just drop us an e-mail or contact our customer service by chat support or phone, we will take care of the problem and try to fix it asap.

2.What is a tracking number?

Tracking numbers are numbers given to packages when they are shipped to their location. Tracking numbers are useful for knowing the location of time sensitive deliveries or simply to know how long do you need to wait in order to start your training :)

3.How much does the shipping costs?

Shipping fee varies based on total weight and volume of your order, usually is calculated automatically, just check your shopping cart in order to see the amount. In case of extra deliveries (more than 4 pallets, extra dimensions etc.) we will calculate this for you based on destination as well, usually we use this for the quotations (entire gyms, Personal Home Gyms, etc.) in order to get you the best possible price. 

Is good to know that we only charge the minimum* of extra for handling and packaging, this way we make sure everything gets safe and sound to your door.

*5-10% of the shipping fee. This will be included in the final quote as well. 

4.How long does it take for an order to be delivered?

The transit times on Italian territory are of 24-72h (express courier Bartolini). The times for order processing are of 24-48 h (to be added to transit times). Example: order made on Monday, will arrive on Wednesday-Thursday, at the latest on Friday. Only in case you chose a payment method that allows the order fulfillment quickly (Cash on delivery, credit card or paypal). In base of bank transfer*, 2-3 working days for the accreditation, same day only in case in which you use the same bank fo the payee. The hours are to be intended in the period of the working days (holidays excluded). 

La consegna del materiale è da intendersi unica a disponibilità totale dei prodotti ordinati. Qualora non vogliate aspettare il resto dell'ordine, si prega di contattare il servizio clienti.

N.B - In case the product is out of stock, incoming or on request the times will be longer. If you chose one of this products, we suggest you to contact our staff to have an accurate answer. The delivery of the equipment has to be intended single in case of complete availability of the ordered products. If you don't want to wait for the rest of the order, please contact our Customer Service.

*interbank bank transfers are immediate, for other cases (different banks) 2-3 working days are required.

5.Is my order insured during shipping ?

Insurance is mandatory and included in the total price you see at the checkout. All the orders shipped from one of  our warehouses are insured. We do not sent damage packages, if something happens during shipping is beyond our control and once you get your goods you should carefully check teh outside of your package, please inspect everything and sign with a reserve, this means you accept the package but you are allowed to make a contestation in case the goods inside are damaged. (very important in case we need to file a complain with the freight company)

6.I did not received a tracking number, what do I do?

The tracking number is available in your account once we ship the order, you may also receive this by e-mail. If is not possible to check the tracking, please get in touch with our staff and we will send you an e-mail with all the details or get in touch with the shipping company if necessary.

7.My order arrived but the goods are damaged, what should I do ?

Don’t panic! The first thing you should do is sign with “reserve”, this is a must, it’s the only way we can make a contestation with the courier and have a refund; this way is possible to send a new package in a very short time. Once all is clear with the forwarder we will organize a new delivery for you

8.The order arrived with a slight delay, what can we do about this?

First off we need to verify why this happened, once all is clear we will find the best possible solution in order to fully satisfy your requests and expectancy!

9.An item is missing in my order

Sending in two packages

In certain cases the delivery of the order is realized in two shipments due to the content of the goods. If your order was sent in different packages you can see it in the delivery note where there are the sent articles in that part of the order.

Lack of the availability of some product

You can't receive some product of your order for stock shortage. In this case you will be contacted by telephone or we will send you a message in which we will inform you. Please, check your email.

The unavailable product will be sent once it will be restocked or, on your request, it will be refunded through the same payment method used and within the refund times.

Logistical error

It can happen that an error in the preparation of the shipment occurs and that a product that was ordered wasn't inserted. In this case you have to specify the product that you didn't receive. We will need a picture of the delivery batch that you can find in the box in which you have received your order. 

Once you receive this information, the missing product will be sent to you or we will refund the amount of the product not received.

10.I received the wrong item

Please, send us a few photos of the received product and the order reference.

11.Pieces of the product are missing

To help you solve this problem send us a brief description of the missing piece/s. In the product instruction manual you can find the pieces number, please let us know the number of the piece/s that you didn't receive. 

After a check we will send you the missing piece/s so that you can use the product. The checking times could vary between 3-15 days.

As soon as we will receive the details a member of our Customer service Team will contact you to solve the problem.

12.My order is still held in the carrier branch. How do I proceed?

Send an email