Frequently Asked Questions
Got questions? We've got answers! If you can't find what you're looking for, feel free to reach out to our support team.
Orders & Cancellations
Q: How quickly are orders processed?
A: All orders are processed within 1 to 3 business days (excluding weekends and major holidays) after receiving your order confirmation.
Q: Can I cancel or change my order?
A: If you need to cancel or modify an order, please contact us within 12 hours of placing it. Once an order has been processed and transferred to our shipping partners, it cannot be canceled, but you can return it after delivery.
Q: What if I entered the wrong shipping address?
A: Please double-check your shipping info at checkout! If you notice a mistake, contact us within 12 hours. We cannot be held responsible for orders shipped to an incorrect address if it is not updated before dispatch.
Shipping & Delivery
Q: How long does delivery take?
A: Standard shipping usually takes 10–15 business days (estimated), depending on the weight of the item (e.g., Elbow Supports vs. Abs Rollers). We also offer Expedited shipping which takes 10–15 business days (estimated).
Q: Do you offer Free Shipping?
A: Yes! We offer Free Standard Shipping on sales and discount within the continental United States.
Q: How do I track my order?
A: As soon as your package leaves our fulfillment center, you will receive an automated tracking email. Please allow 24 to 48 hours for the tracking information to update on the carrier’s portal.
Q: Do you ship internationally?
A: No, Not right now but in future.
Returns & Refunds
Q: What is your return policy?
A: You have 07 days from the date of delivery to request a return. Items must be in their original packaging, and wearables (like knee supports) must be completely unworn and unwashed due to hygiene standards.
Q: Do I have to pay for return shipping?
A: Yes, unless the item arrived damaged or defective, the customer is responsible for paying the return shipping costs.
Q: What if my item arrives damaged or defective?
A: We inspect all equipment before shipping, but if your item arrives damaged or defective, please contact us within 7 days of delivery with photos or a short video. We will immediately arrange a prepaid replacement.
Q: How long does it take to get my refund?
A: Once we receive and inspect your return, an approved refund will be processed immediately to your original payment method. Please allow 5 to 10 business days for the credit to appear on your bank statement.
Products & Smart Equipment
Q: How do I sync my Smart Equipment with the app?
A: All of our Smart Exercise Equipment comes with a manual detailing the setup process. Generally, you just need to download the companion app, turn on your device's Bluetooth, and follow the on-screen pairing instructions.
Q: Is there a weight limit for the Abs Roller Wheel or Smart Hoops?
A: Yes, each product has specific maximum weight limits and safety guidelines detailed in the product description and manual. Please adhere to these to ensure your safety and maintain your warranty.
Contact Us
Q: How can I get in touch with customer service?
A: We’re always here to help! You can reach our support team by emailing us at Fitnest.support@gmail.com.