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.
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.
As you can imagine, demand for home fitness equipment has gone through the roof in recent weeks. We have taken on additional staff, our warehouse is working 24 hours a day, we have laid on additional transportation. In short, we have taken every step it is possible for us to take to handle the increased volume of orders. But there will still be some delays. All we can ask of you at this time is to please be patient. All orders will be dispatched unless we directly contact you to tell you otherwise.
Will my order still be delivered considering the latest government advice?
Online stores have not been affected by the lockdown. Until we have been told otherwise, we are dispatching orders and they will continue to be delivered. If that changes, we will contact you.
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?
Our warehouse has been working round the clock since the start of lockdown to catch up with the backlog of orders, and we are pleased to say that more than 90% of orders for in-stock items are now being dispatched within 3 days. 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 email.
Once an order is dispatched, it has to be scanned into the 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.
What about pre-orders?
If you pre-ordered an item, the restock date displayed in the yellow box on the website at the time of your order was the date the item is expected to arrive back in our warehouse. Your order will be dispatched on, or very soon after, that date. If you haven’t received a dispatch confirmation email within 3-4 days of your expected dispatch date, please get in touch using the instructions at the end of this email.
Why can I not currently place an order?
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.
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 have to be scanned into DPD’s network, and there may be a short delay 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 DPD 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 your order contained multiple items with restock dates more than 3 days apart, we will dispatch each part of your order as soon as it’s available. You will receive a separate dispatch confirmation email every time something is dispatched, but please be prepared for your order to arrive in multiple deliveries.
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 are aware that barbell bars and curl bars in particular are taking longer than other items to arrive. 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. If one or more of your parcels hasn’t been delivered within 7 days of the date of your dispatch confirmation email, please get in touch.
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 once the order has been processed by the warehouse. This can be up to 24 hours before you receive your 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 us an email with the word URGENT in the subject line. We are currently inundated with enquiries so please do not send more than one email, as this will cause further delays to our response time. Unfortunately emails without the word URGENT in the subject will not receive a personal response.
Rude, abusive or unduly impatient emails will not be tolerated. We appreciate that this is a stressful time for everyone - it is for us too - but getting angry won’t get your order delivered any faster. Please be patient.
Thank you for taking the time to read this, and thank you for your patience and understanding at this very difficult time.