Frequently Asked Questions

Browse our catalog, add items to your cart, and check out as a guest or logged in. For larger orders, commercial projects, or anything that needs custom freight handling, contact our sales team at help@myfitnessoutlet.com or (855) 512-6670 — we'll build you a quote, handle the order manually, and coordinate shipping.

All major credit cards (Visa, Mastercard, American Express, Discover), Apple Pay, Google Pay, PayPal, and Shop Pay. Shop Pay also lets you split larger purchases into installments at checkout. For commercial orders, we can accept ACH wire transfer and purchase orders from qualified businesses and institutions — contact our commercial team to set up terms.

Yes — Shop Pay installments are available at checkout. Eligible orders can be split into multiple interest-free payments. Terms and eligibility are shown at checkout based on your order total and account standing with Shop Pay.

Sales tax is calculated based on the shipping address and applicable state and local tax laws. Tax-exempt customers (government, qualifying nonprofits) can submit a tax-exemption certificate to help@myfitnessoutlet.com before placing an order.

We price match against authorized dealers selling the same brand and SKU under normal manufacturer pricing terms. We don't match prices from gray-market or unauthorized sellers, third-party marketplaces (eBay, Amazon non-authorized), or used/refurbished listings. Send a link to the competing offer and we'll review.

Shipping is free on all orders to the contiguous 48 states — no minimums, no thresholds, no upcharges for heavy LTL freight. Alaska, Hawaii, and Puerto Rico orders may have additional shipping charges based on size and weight; we'll confirm before processing your order.

Most orders ship within 1 to 3 business days. Transit times vary by destination — typically 3 to 7 business days for small parcel, 5 to 10 business days for LTL freight. Larger commercial equipment built to order or shipped from manufacturer warehouses may take 2 to 6 weeks. Estimated lead time is shown on each product page; for the most accurate timeline on a specific item, contact us before ordering.

We ship to all 50 US states and Puerto Rico. Most products go anywhere; some heavy or oversized items have shipping restrictions for Alaska, Hawaii, and remote locations. We don't currently ship internationally outside the US.

Curbside delivery means the freight carrier brings your shipment to the end of your driveway or the nearest accessible point at your address — not inside your home or garage. You're responsible for moving the items the rest of the way. For heavy commercial equipment, plan for help on delivery day. Many shipments arrive on pallets and weigh several hundred pounds.

White-glove delivery (inside placement, unpacking, debris removal) is available on most large commercial orders and select home gym packages. Pricing varies by service level and location. Request a quote at checkout or ask our team for white-glove pricing on a specific item.

For LTL freight, the carrier will contact you in advance to schedule a delivery appointment — someone needs to be present to sign and inspect. If a scheduled delivery is missed, the carrier may re-schedule for a small fee or return the shipment, in which case re-delivery charges apply. Small parcel deliveries (UPS, FedEx) typically don't require signatures and can be left at the door unless you've specified otherwise.

Most products are eligible for return within 30 days of delivery, in original condition and original packaging. Some products are non-returnable due to manufacturer policy or product category (custom orders, supplements, opened software, hygiene items). Full details on our Refund Policy page.

The customer pays return shipping on non-defective returns. We strongly recommend insuring your return shipment and using a trackable carrier — we can't issue a refund on an item we don't receive. If your item is defective or arrived damaged, see the damage claim question below — that's a separate process and we cover it.

Yes — orders can be cancelled any time before they ship. Email help@myfitnessoutlet.com with your order number as soon as possible. Once an order has shipped, cancellation isn't possible, but you can initiate a standard return after delivery.

Inspect every shipment at delivery before signing. If you see damage to the packaging or visible damage to the product, note it on the delivery receipt before signing and take photos. Email help@myfitnessoutlet.com within 48 hours of delivery with photos and order details. We'll work with the carrier and manufacturer to replace, repair, or refund — freight damage claims have to be filed promptly or carriers deny them.

Restocking fees vary by manufacturer and product. Most standard returns don't carry a restocking fee, but some larger commercial equipment and custom-configured items do. Restocking fee policy is shown at checkout and in the return policy. Contact us before initiating a return if you want exact restocking terms on a specific item.

Yes. Every product we sell is factory-new from the manufacturer or authorized distributor. We don't sell refurbished, open-box, or returned product unless explicitly listed as such (and we don't currently carry that category). Your equipment arrives in original manufacturer packaging with all included accessories and documentation.

Warranties are issued by the manufacturer, not by us. Since we're an authorized dealer, your factory warranty is fully valid and identical to what you'd get buying from the brand directly. Warranty terms vary by product and manufacturer — ranging from one year on accessories to lifetime on rack frames and barbells. Warranty details are on each product page.

For warranty issues, contact the manufacturer directly — they handle service, parts, and repairs. If you need help locating the right manufacturer support channel or aren't getting a response, email help@myfitnessoutlet.com with your order number and we'll connect you with the right contact and escalate if needed.

Most manufacturers don't sell direct, so you'd buy through some authorized dealer either way. We compete on three things: a curated catalog across 25+ brands so you can compare side-by-side, personal sales support (one person handles your order end-to-end), and commercial project services (layout planning, packaged offerings, dedicated project management for facilities, multifamily, and corporate buyers).

Yes. Commercial is a major part of our business. We outfit gyms, multifamily fitness amenities, hotel fitness rooms, corporate wellness centers, and government/institutional facilities across all 50 states. We offer packaged tier options (Essential / Signature / Flagship), custom-spec'd builds, and a dedicated commercial team that handles project management end-to-end. See our commercial offerings page or use the gym build cost estimator for a budget estimate.

Yes. We specialize in multifamily fitness rooms ranging from small Class B properties to luxury Class A+ developments. Packaged tiers start around $25K for a basic Essential package and scale to $150K+ for branded Flagship amenities. Pricing depends on unit count, room size, and tier. Request a quote through our Commercial Partner Portal for project-specific pricing.

Standard commercial orders typically ship within 2 to 4 weeks. Custom-spec'd or branded equipment (custom upholstery colors, embroidered logos, custom powder coating) adds 4 to 8 weeks. Larger turnkey projects involving freight to multiple buildings or scheduled installs can run 6 to 12 weeks end-to-end. We'll give you a specific timeline when we build your quote.

Yes. For commercial and multifamily projects, we provide equipment layout suggestions, room sizing guidance, and equipment mix recommendations based on your facility size, target user, and budget tier. Our free space planner is available for home gym buyers. For commercial projects, contact our team to start a project conversation.

Yes. Commercial pricing is built on a per-project basis and depends on tier, volume, and brand mix. For most commercial orders we beat manufacturer MSRP through volume relationships. We can also handle ACH wire payments, purchase orders, and net-30 terms for qualifying institutional buyers. Request a quote through the Commercial Partner Portal.

Our headquarters are in Phoenix, Arizona, but we ship from manufacturer warehouses across the United States to keep transit times short. We don't operate a physical showroom — we're an online-first authorized dealer, which is how we keep prices competitive and selection broad. Our mailing address is 2942 N 24th St Ste 115, Phoenix, AZ 85016.

Three channels: email help@myfitnessoutlet.com, phone (855) 512-6670, or online chat. Email and phone are best for order issues, warranty claims, and commercial inquiries. Chat is great for quick pre-sales questions.

Our sales and support team is available Monday through Friday, 9:00 AM to 5:00 PM Pacific Time. Online chat is available 24/7 for after-hours questions. Email inquiries sent outside business hours are answered the next business day.

Yes. We're a factory-authorized dealer for every brand we list on the site. That status is what guarantees your equipment is factory-new, your factory warranty is valid, and you have direct access to manufacturer parts and service. If a brand we list on our site appears on its manufacturer's authorized dealer page or list, you're seeing the same dealer relationship.