At Home Fitness L.L.C strives to provide the best service possible but sometimes the unavoidable happens. If your product has arrived at your home and has a service issue, or is damaged from shipping, we will work hand in hand with you to find a quick solution. If you have any questions, issues or concerns, contact our customer service department immediately and we will work quickly to resolve the problem.
We will make your experience easy
We keep this simple. Before, during and after your purchase from At Home Fitness, you will have the luxury of working directly with a personal fitness consultant. Our consultants will help you select the best equipment, help you track your order and assist you over the phone with installation procedures. You will be given a direct cell phone number to your dedicated consultant and have direct access to them at any time, even before and after store hours. We have many service/installation contacts available nationwide so, depending on your geographical location, we may be able to help you arrange in-home installation with a service provider in your area. Additional shipping charges will apply to residents outside of the 48 contiguous states. In rare situations, some areas may be considered undeliverable or have additional shipping charges. Call us for custom shipping quotes. Please also be aware that “free shipping” is curbside drop off only. Also, for larger orders, your delivery address must be accessible by a semi-trailer truck. For larger equipment, we recommend that you purchase lift gate service; this is a hydraulic lift that will lower the equipment to the ground. When the freight company contacts you regarding your ship date, this is the time to request a truck with a lift gate. The freight company will quote their lift gate service price and make payment arrangements with you.
Once you have made your purchase
After you have made your selection, A.H.F will verify all online orders by calling you and re-confirming your selection as well as answer any further questions you may have. We will then give you an estimated time of arrival for your order. Shortly after that, we will receive a tracking number for your order. We will then email you the updated information, providing you with the actual tracking # and all other pertinent information.
While your order is on the road
You will receive a call from the designated freight company to set up a delivery time. At that point they will coordinate a date and time window for the drop off. Please be aware that there is usually an unavoidable, several hour time window provided to you by the freight company. This is an extremely important appointment to keep because the freight company has technically done their job by driving the freight to your house. If this appointment is missed, the designated freight company will charge you a “Re-Delivery fee” which will not be covered by At Home Fitness LLC.
Once your order arrives at the designated delivery address
IMPORTANT: 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 within two (2) business days of receipt of merchandise and we will work together to rectify the situation. At Home Fitness L.L.C will always use the best and most reliable common freight carriers available to us and we go to great lengths to protect your merchandise.
30 Day satisfaction guarantee / Damaged or Defective goods / Return Policy
30 Day Satisfaction Guarantee
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 L.L.C. 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 but there are some mandatory steps and procedures that will first need to be followed. All equipment sold by At Home Fitness L.L.C is backed by the full manufacturer warranties.
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, refuse the damaged goods and the shipper will send the damaged goods back to us. At Home Fitness L.L.C. will resolve this with the freight company. We will then reship 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.
Web Site Return Policy
To qualify for a refund, products purchased from At Home Fitness L.L.C must be returned in their original condition and packaging including all accessories, owners 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 L.L.C customer service. All fees associated with returned products will be deducted from the original invoice amount. At Home Fitness L.L.C 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.
If you have made a purchase through any of our local At Home Fitness stores and you have used our At Home Fitness Local Delivery Service, your return policy is different than if you purchased a product through our website. If you decide that you would like a refund, simply contact your fitness consultant or sales manager within 30 days of your original delivery/pick up date and make arrangements to return your order, no questions asked. Re-packaging your product is no longer necessary. To qualify for a refund, please have all owners’ manuals, warranty cards and all accessories available at the time of your pick up or drop off. Original delivery fees and pickup fees are excluded from your refund amount. We employ our own delivery and service crews; we do not outsource and are unwilling to compromise our service quality. If you have decided to return your order, we still have to pay our delivery crews for the work they are doing. If you have paid by credit card (debit cards included), or financed your purchase through American General Finance, we will deduct a 5% credit card processing fee/ finance fee from your refund. Unfortunately, we do not receive a refund from our credit card or finance companies for their original processing fees. Any purchased items which remain undelivered or “held” in our At Home Fitness stores or warehouse may be returned up to 90 days after the date of sale. After 90 days all sales are final unless special written notice has been given. Payments by cash, check, or money orders will not be subject to any credit/finance processing fees.
Arizona Sales Tax
If an order is delivered / shipped within the state of Arizona, the law requires that a local sales tax of 8.95% must be added to the order total. If you have resale or tax exempt status, please make your order by Phone, Fax or E-Mail, since we do not have this option available on our web site as of this time. Purchases in our store are subject to a 8.95% local sales tax. This tax is not a VAT, and cannot be recovered by non-USA visitors when returning home.
At Home Fitness L.L.C does not collect sales tax for orders shipped outside of the state of Arizona.
Any purchases made during our Lightning Sale Promo will be eligible for return/refund within 30 days of receiving your order unless otherwise noted. In the event you want to return a Lightning Sale Item please be aware of the following mandatory fees which will be deducted from your total refund amount. Due to the fact that in many cases we are selling items at or near our actual cost, At Home Fitness will deduct the original shipping charges and the return shipping charges from the total refund amount. Basically, if you want to return something, you will be charged for the original shipping and the return shipping fees. If you would like to return a Lightning Sale item, please email Support@AtHomeFitness.com or call 888-940-1022 (Ext 1) and we will let you know what the return charges will be.
This policy will remain exactly the same as any other product purchased from At Home Fitness: Please see: Damaged or Defective Goods
Service and Warranties:
Any and all items purchased during a Lightning Sale Promo will carry the full factory warranty unless otherwise noted. At Home Fitness will be the contact in the event service or repair is needed. Please contact us at Support@AtHomeFitness.com or call 888-940-1022 and we will be happy to assist.
Lightning Sale “Over Sold Items”:
At Home Fitness, LLC reserves the right without prior notification to cancel any purchases that have been made which exceed our limited stated quantities. While we will always monitor our current inventory it is always possible that software and computer errors can be made. In the event an item is oversold, we will notify the purchaser as to the mistake. Many of these sale items will only be available on a limited quantity basis and if the item is oversold, there will simply be no more inventory to ship.
While we always try to keep our online products descriptions, specifications and pricing up to date, it may be possible that we will make a mistake. Features, specifications, prices and availability of products and services are subject to change without notice.
While At Home Fitness and www.athomefitness.com strive to provide accurate product and pricing information; pricing, pictorial or typographical errors may occur.
At Home Fitness.com cannot confirm the price of an item until after it is ordered. Unless otherwise indicated, the purchase price of Products will be billed in full at the time the purchase is made online. Why do we do this? Due to the fact that the majority of the purchases made on our website are large purchases we need to have time to verify the charges and cancel any fraudulent activity.
At Home Fitness.com reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, At Home Fitness.com shall have the right, at our sole discretion, to either refuse or cancel any orders placed for that item, or contact you for notification and instructions on such cancellation.
Without limitation to said terms above, At Home Fitness.com does not represent that each item on this website is accurate in regards to pricing and product information and disclaims any liability as to such accuracy.