Frequently Asked Questions

Find answers to your At Home Fitness questions below.
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Ordering Questions

I live in Arizona, where are your retail store locations?
I don’t live in Arizona, can I purchase from At Home Fitness?

Yes, we sell nationwide and you can buy from us if you live outside of Arizona. We can ship our products and we can also arrange for in home delivery and installation. If you should need service, your warranties are all backed by the manufacturer and we will make all necessary arrangements for you. If you live 3 miles from us or 3,000 miles from us, we can easily take care of all of your needs. For our clients who live outside of Arizona, please be aware that some of our products listed on our site cannot be shipped outside of Arizona. If you have any questions, please feel free to call us at 888-940-1022, we are available 7 days a week.

I am ready to order but I have some questions, who can I talk to?

You can speak with a live person at: 888-940-1022 or (602) 910-5006. You can also email us at: support@athomefitness.com. We are available 7 days a week and here to answer any questions you may have.

What days and times are you open?

We are available 7 Days a week.

Store Hours of Operation
(Arizona Time)

Monday-Thursday
10:00am – 8:00pm
Friday
10:00am – 7:00pm
Saturday
10:00am – 6:00pm
Sunday
11:00am – 5:00pm
What type of payments does At Home Fitness take?

At Home Fitness takes all major credit cards: Amex, Visa, MasterCard, Discover and Pay Pal. We can offer financing to our “Arizona” clients only. “Online” financing is very expensive and it would force us to raise our prices. We will also accept checks. Please call us at 888-940-1022 for more details.

Can I place my order over the phone?

Yes, you can place an order over the phone with At Home Fitness. Our fitness consultants can accept any form of payment over the phone and within minutes you will have an invoice emailed to your inbox. Our computer system does not record complete credit card information for your security. All information received over the phone is entered directly into our POS system and again, protected for your security. Call our main line at 888-940-1022 as we would be happy to assist you.

Why are your prices lower than my local retailer?

At Home Fitness has a significant advantage over many retailers across the U.S; we not only have the ability to offer products online through our Online Superstore but we also own and operate several local Arizona retail stores. This gives us significant buying power as we can afford to offer many products at lower prices compared to “online only” companies or companies that do not “sell” via their website. We run our operations very “lean” and do not waste money on unnecessary advertising and large salaries for employees who sit behind a desk. Both owners of At Home Fitness work in the stores and wear many different hats. This ultimately saves us money and allows us to operate with a much lower overhead.

I live outside of the Continental US, how do I order?

If you live outside the continental United States please call or email us for a custom freight quote. You may be surprised how affordable shipping can be, especially to Hawaii and Alaska. You can email us at: Support@athomefitness.com or call at 888-940-1022

I am having problems placing an order.

If you are experiencing a problem, call us right now at 888-940-1022. We are available 7 days a week. If you are having trouble creating an account, most likely it is the “verification code”. This is the section in our At Home Fitness website where it requires you to type in the matching digits which are displayed on the screen. Sometimes these digits are hard to read but you can always request a new set of digits that are more legible. These digits are not “case sensitive”.

If you are receiving a “failed” message from our At Home Fitness web site after inputting your credit card number, here are a few suggestions: Make sure that you are inputting the correct “Billing Address”, this does matter. If you are using Visa or MasterCard, it is possible that the credit card company is simply denying your purchase for security measures. If you are sure that you used the correct billing address, you have entered your 16 digit credit card account number correctly then you may need to call your credit card customer service number and simply let them know who you are and what you are doing. In most cases (assuming funds are available) they will ask you a few security questions and then tell you to go ahead and resubmit the purchase. This is a very easy and quick phone call to make. One last thing to be aware of: most debit cards have a maximum daily purchase amount and if the size of the purchase you are trying to make is over your limit, your request will be denied. This is easy to fix, call your bank (the number is on the back of the credit or debit card) and ask for a temporary limit increase. The bank will allow a limit increase for a 24 hour period and you will then be able to place your order. If you have any questions, please do not hesitate to call us at 888-940-1022 – 7 days a week.

Who do I call if I have questions?

If you should have any questions, we encourage you to call us at 888-940-1022 or (602) 910-5006. You can also email us directly at: Support@athomefitness.com. We are available 7 days a week. We can answer any question you may have and even help you with in home delivery/ setup and service.

Shipping Questions

I have placed my order, now what?

After you place an order with At Home Fitness, you will instantly receive an email confirmation with your invoice. Once your order ships, we will email you a shipping confirmation with tracking information. Once your order arrives at your local freight terminal, they will then call you to make a delivery appointment. They will usually give you a two hour time window on the day of your choice. The delivery company will never show up without an appointment, they will always set an appointment with you first. Click here for more shipping information: Terms & Conditions

You can also call us at: 888-940-1022 or email us: Support@athomefitness.com

What is my shipping timeframe?

Your shipping time frame is dependent upon the product you have ordered. If it is in stock at our Arizona warehouse, we can ship it out within 2-3 business days. If it is not an item we have in stock, we will notify you ASAP and let you know the shipping time frame. Once an item is shipped, our freight companies can have it to the West Coast in about 2 business days, the Midwest in about 4 business days and the East Coast in about 5-7 days. We will always send you a tracking number so that you can follow your order in real time. If you should have questions regarding shipping, feel free to contact our shipping manager at: Heath@athomefitness.com or by phone: 602-471-1116. You can also call us directly, 7 days a week at 888-940-1022.

What if my order is damaged in shipping?

Before you sign for your order, please inspect your shipment carefully. If you notice damage to the box or contents you should refuse the items and the designated freight company will send the products back to us. Also, if you notice any kind of damage to the box, or missing/short items please ask the driver to note it on the freight bill. Remember, once you sign for your order, Title of Goods passes to you, the purchaser.

Once you sign for your order, even if the product inside the box seems ok, it is still better to report any damage. This way, if there is “concealed damage” which you discover after your order has been opened; it will be easier to make a freight claim. Now don’t worry, even if the box seems ok, but you find there is an issue with the product you will still be covered for it. If you do discover that there is concealed damage to your order, call our customer service department (888-940-1022) within two (2) business days of receipt of merchandise and we will work together to rectify the situation. At Home Fitness will always use the best and most reliable common freight carriers available to us and we go to great lengths to protect your merchandise.

Damaged or Defective Goods

In the event that you receive your order and it is considered defective/damaged freight and you would like a refund, contact our customer service department and we will work together to issue you a refund. To qualify for the refund of your order, do not accept your order, and refuse the damaged goods and the shipper will send the damaged goods back to us. At Home Fitness will resolve this with the freight company. We will then re-ship your order to you with no additional charges. It is very likely that we can just simply mail you a new part to resolve the problem. We will work together with you to find an acceptable resolution.

What is my return policy?

(Arizona Customers)
If you are not 100% satisfied with your purchase, you may return your order within 30 days of your original delivery/drop off date. Please contact your personal fitness consultant, or At Home Fitness customer service at 1-888-940-1022 to make the necessary arrangements within 30 days of the original delivery/ drop off date. We will do everything we can to make this an easy process. All equipment sold by At Home Fitness is backed by the full manufacturer warranties. 

(Online Customers)
To qualify for a refund, products purchased from the At Home Fitness Online store must be returned in their original condition and packaging including all accessories, owner’s manuals, and unregistered blank warranty cards. All shipping fees and return shipping fees, including delivery/installation fees are non refundable unless approved by At Home Fitness customer service. All fees associated with returned products will be deducted from the original invoice amount. At Home Fitness will require you to fill out our online RMA form (Return Merchandise Authorization). Our customer service will contact you within 2 business days with your return information and procedures. Items not returned in their original condition, original factory packaging or return orders that are missing items will be subject to a 15% restocking fee. The reason for this is if we receive an item back and it is not in its original factory condition, we have to sell these products as “used” items to future clients. This is not meant to be an inconvenience to you; we will simply not misrepresent an item that is no longer considered “brand new”. We will always honor ethical business practices. If your product has been damaged in shipping, refer to the Damaged or Defective Goods section.

What if I want inside delivery and installation?

We have a couple of different options for our online clients and their request for in home installation: We still do free shipping to your house but there will be an additional charge for any “in home services”.

$250.00 White Glove Delivery: This type of service means that the freight company who delivers the item to your home will also assemble the item at the same time in the room of your choice and remove all cardboard and packing material.

If you have any questions regarding these services, please feel free to call us directly at: 888-940-1022 or by email at: support@athomefitness.com

Who do I call if I have questions?

If you should have any questions, we encourage you to call us at 888-940-1022 or (602) 910-5006. You can also email us directly at: Support@athomefitness.com. We are available 7 days a week, 12 hours a day. We can answer any question you may have and even help you with in home delivery/ setup and service.

Warranty Questions

What if I need to have service work done?

This is one of the easiest parts of our job. Every single item we sell, both online and through our local Arizona retail stores come with a full manufacturer warranty. Simply put, your product has a full warranty. If you should need service, you can do one of two things. You can call the manufacture and they will provide you with the name of the authorized service provider in your area or, you can call us and we will make all necessary arrangements for you. It is that easy. If you would like to contact us regarding service, please call 888-940-1022 or by email; support@athomefitness.com. Every item we sell has at least a 1 year in home labor warranty and at least a 2-5 year parts warranty. If you should have a service issue within the first year, you will pay nothing. The local service technician will come out to your house and fix the problem at no cost to you.

Can I assemble the equipment by myself, does it affect the warranty?

While most manufactures suggest having an “authorized” technician assemble your equipment for you, in most cases it will not affect the warranty if you do it yourself. If you feel as though you are qualified to perform the assembly and you can also be safe while doing it, most of the products we sell can be assembled without too much trouble. Based on the fact that we only sell good quality products, usually the owner’s manuals are well written and easy to understand. If you are unsure about your assembly ability, please call us and we can describe the actual assembly process on the items of interest and help determine if this is something you would be able to do on your own. You can reach us at: 888-940-1022, 7 days a week.

Who do I call if I have questions?

If you should have any questions, we encourage you to call us at 888-940-1022 or (602) 910-5006. You can also email us directly at: Support@athomefitness.com. We are available 7 days a week. We can answer any question you may have and even help you with in home delivery/ setup and service.

Product Questions

I have questions on products, who do I call?

You can call our fitness consultants directly, 7 days a week at 888-940-1022 or (602) 910-5006. You can also email us directly at Support@athomefitness.com. We have many, many years experience in the fitness industry and can give you an accurate answer on just about any questions possible. We are very knowledgeable about our products as well as our competitor products. We can give you a fair comparison between any items you have been researching.I have some general fitness questions, can I talk with someone?

You can call us 7 days a week and ask us any fitness/product related questions. Call us directly at: 888-940-1022 or 888-855-1022 and you can speak to a live fitness consultant any time. When you call, you will speak with a fitness consultant who not only knows about our fitness products but also works out regularly and understand fitness in general.

I have questions on maintaining my product.

For every type of exercise equipment there will be a specific way to maintain it and keep it running smoothly. Most of the time, this is a very easy thing to do and requires only a few minutes ever couple of months. Even though there is very little effort needed to maintain your machine, spending a few minutes every other month can make the difference between a machine that lasts you 15 years and a machine that is breaking down after only a few years. We are available to help answer these types of questions: how do I lubricate my treadmill? Do I need a mat under my elliptical? Is there maintenance on my new bicycle? We are here to answer these questions for you. Simply email us at: Support@athomefitness.com or call us at: 888-940-1022.