Thank you to our customers for bearing with us during this strange and difficult time. When the country went into lockdown in mid-March, we saw a massive surge in demand for home fitness equipment. We were forced to make the difficult decision to suspend sales while we worked round the clock to reduce the order backlog. We're pleased to announce that we are now fully open for business again. However please note the following important points:
1. To prevent our warehouse team from getting overwhelmed again, we will be strictly limiting the number of orders we can accept in any one day. If the item you want is showing as unavailable, it may be because we have reached our daily limit. Please check again tomorrow.
2. Because of the recent surge in demand, many of our popular items are currently sold out. Our supply chain team are working as hard as they can to get everything back into stock as quickly as possible. If we have a confirmed restock date for an item, you will be able to pre-order it. If no restock date is shown, that means the item won't be available for at least another 4-6 weeks. Thank you for your patience.
Please read the following information carefully for answers to any further questions you might have about how we are operating during this unusual time. We have tried to address all possible enquiries in this Frequently Asked Questions section. If we haven’t answered your question, you’ll find instructions for what to do next at the end of this article.
Will my order still be delivered considering the latest government advice?
Online stores have not been affected by the lockdown. All orders will be dispatched unless we directly contact you to tell you otherwise. But we are unable to give you a specific delivery date.
Why can’t I speak to anyone on the phone?
Owing to the lockdown situation, our sales and support office is closed. We are working from home, and the only way to ensure we can deal with all the enquiries we need to is to restrict contact to email only. We’re very sorry for the inconvenience this may cause.
When will I receive my order?
We currently have approximately a 3 - 5 day order backlog. Orders are being dispatched as fast as possible. If you ordered more than 10 days ago and you still haven’t received a dispatch confirmation, please get in touch using the instructions at the end of this article. Once an order is dispatched, it must be scanned into the courier company’s (usually DPD) network. Due to the massive surge in the volume of parcels, this is taking longer than normal, sometimes up to 3 or 4 days. Once a parcel is in DPD’s system, delivery usually takes 2-3 days. Please be patient.
My tracking links don’t work - what’s going on?
Tracking numbers are generated once an order has been processed by our warehouse. However as described above, parcels then must be scanned into the courier’s network, and there may be significant delays at this stage. If the tracking numbers or links you’ve received don’t seem to work, it’s because the parcel hasn’t been scanned by the courier yet. The tracking number is correct and valid. Please give it a few days and try again.
I’ve only received a small part of my order. Where’s the rest of it?
If you’ve ordered multiple items, or one of our larger weight sets, your order will be coming in multiple boxes. Because of the huge numbers of parcels being sent, DPD are unable to guarantee that all parcels travel through their network together. You may receive deliveries on multiple days. We’re very sorry for the inconvenience this causes, but please rest assured you will receive your full order. If some of the tracking links you’ve received don’t work, please refer to the question above.
I need to change or cancel my order. What can I do?
We appreciate that this is a difficult time for everyone. Some of you will need to cancel your order due to a change in financial circumstances. Some of you will need your parcel dispatched to a different address because you’re no longer at work, or you’re staying with family. If your order has not yet been dispatched, we can help with this. Please get in touch using the instructions below. Unfortunately, we cannot cancel or amend an order if you’ve already received a dispatch confirmation.
How can I get in touch if my question hasn’t been answered here?
Please read all the above information carefully. If your question still hasn’t been answered, please send an email to firstname.lastname@example.org. Please put the nature of your enquiry in the subject line. Please bear in mind that we are currently dealing with an exceptionally large volume of enquiries, so it may take longer than normal to respond. Please don't email more than once. If you ask one of the questions already answered in the document, we regret that we will not be able to respond.
Thank you for taking the time to read this and thank you for your patience and understanding at this very difficult time.