Ordering & Delivery (Overview)

Welcome! This page gives you a quick, plain-English look at how your order moves from our suppliers’ warehouses to your home or facility. You’ll see what happens before and after you order, how delivery day works, and what to do after delivery if you need help. We’ve also included a side-by-side comparison of delivery service levels so you can choose the right fit.

For most small items, our suppliers ship parcel (UPS/FedEx/USPS). Larger or heavier items are shipped by our suppliers via LTL freight, which typically includes an appointment and requires an adult signature. Supplier processing typically takes 1–3 business days, and transit is about 1–7 business days depending on distance and carrier. We’ll email tracking as soon as it’s available.

About our role

myfitnessoutlet is an online distributor. We don’t carry inventory on site, and many products ship directly from brand partners or their logistics providers. For model-specific warranty and parts coverage, please see our Warranty & Parts page and review the policies of the product’s manufacturer.

Quick links

📦 Shipping Policy — processing times, tracking, parcel vs. freight, delivery appointments.
🔁 Returns & Refunds — cancellations, returns, refused deliveries, timelines.
🧰 Assembly & Services — add-on setup/installation (if available for your item).
🧾 Order Help — missing parts, damage reporting, replacements.

What to expect at a glance

Before you order: Confirm access (doorways, stairs, elevators), measure the final space, and pick a delivery level that matches your needs for placement and packaging removal. See the comparison table below.

After you order: We’ll confirm your order and share updates. Suppliers prepare the item(s) for shipment, and once tracking is assigned, we’ll send it to you. Freight items move to a local terminal and the carrier will call/text to schedule a delivery window; you’ll need an adult to sign.

Heads-up

Split shipments may arrive separately.
We’ll send tracking when available.

Freight options — summary table

Service level	Where the carrier delivers	Appointment	Signature	Inside placement	Packaging removal	Assembly
Curbside (LTL standard)	Curb/driveway, end of truck	Yes	Yes	✗	✗	✗
Threshold	First covered area (garage/entry)	Yes	Yes	✓ (just inside)	✗	✗
Room-of-Choice	Any accessible room	Yes	Yes	✓	✓ (optional)	✗
White-Glove	Any accessible room	Yes	Yes	✓	✓	✓ (basic)**

• Curbside is the default service level for most supplier LTL freight; unloading help and placement beyond the curb are not included.
• Liftgate usage and extra services may incur additional fees unless specified on the product page.
• White-Glove (when available) includes basic setup and trash haul-away; complex installs may require a separate service.

How to choose (a quick decision guide)

I’m comfortable moving/assembling: Choose Curbside (budget-friendly) and recruit help for heavy items.
I can bring it just inside but not far: Choose Threshold.
I want it placed in the final room and trash taken away: Choose Room-of-Choice with haul-away.
I want a done-for-me experience: Choose White-Glove (best for heavy or multi-box shipments).

If you have stairs, tight turns, or elevator restrictions, pick Room-of-Choice/White-Glove or contact us to confirm what’s feasible.

Delivery timeline

Order → Dispatch → In Transit → Appointment → Delivery

Step-by-step

Order & Processing	Dispatch & Tracking	In Transit	Appointment	Delivery Day
Day 0–3: We confirm your order while suppliers prepare it to ship (usually 1–3 business days).	Label or BOL/PRO is created and we share tracking with you.	≈1–7 business days moving through carrier hubs; timing varies by distance/network.	Freight only: Local terminal calls/texts to schedule a window; adult signature required.	Driver delivers per your service level (see table). Inspect before signing; note visible damage.

After delivery (inspect & next steps)

Open boxes, verify contents, and document any issues right away with photos/videos. For parcel deliveries, report damage to the carrier promptly; for freight, note issues on the BOL before the driver leaves and contact us so we can coordinate replacement parts or resolutions.

If you need to cancel or return, cancellations are typically easiest before shipment, and most items can be returned within 30 days of delivery if unused, unassembled, and in original packaging (return shipping may apply). See Returns & Refunds for full details.

Helpful reminders

If you can’t receive a scheduled freight delivery, carriers may charge storage/redelivery fees or return the shipment; additional costs may apply.
Refusing delivery for reasons other than extensive damage can result in two-way shipping charges; refunds are processed when the product is received back at the warehouse.

Freight Options (Quick Guide)

Freight services differ by how far the carrier brings your order and what help is included. Pick from four levels:

At-a-glance

	Curbside	Threshold	Room-of-Choice	White-Glove
Drop point	Curb/driveway	Just inside first dry area	Any accessible room	Any accessible room
Liftgate	Usually*	N/A	N/A	N/A
Stairs	✖	✖	✔ (limits apply)	✔ (limits apply)
Inside carry	✖	✔ (to first threshold)	✔	✔
Assembly	✖	✖	Optional add-on	✔ (basic)
Debris removal	✖	✖	Optional add-on	✔
Appointment & signature	✔	✔	✔	✔

* Liftgate depends on pallet size/weight and truck access.

What you get (simple)

Curbside — Standard LTL. Driver lowers pallet to curb/driveway.
Best for: Ground-level garage drops or sites with pallet-jack/dock access.

Threshold — Placement just inside the first door/garage to keep items out of weather.
Best for: Level entries where you’ll move boxes later.

Room-of-Choice — Team carries boxes to your selected room (stairs/turn limits apply).
Best for: Upstairs or distant rooms; multi-box shipments.

White-Glove — Room placement + basic assembly + packaging haul-away.
Best for: “Ready-to-use” on delivery day; heavy/complex orders.

What’s not included (quick reality check)

Curbside/Threshold: No inside carry beyond stated point, no assembly, no debris haul-away.
Room-of-Choice: No assembly unless purchased; extreme stairs/turns may be unsafe.
White-Glove: No licensed work (e.g., wall-mounts, hardwiring, structural anchoring).

Common add-ons

Appointment delivery: Scheduled window (standard for residential freight).
Signature required: Adult (18+) must sign.
Liftgate: Lowers pallet from truck; not usable for oversized pallets.
Long carry / Stair carry: Extra distance or steps beyond standard limits.
Limited-access: Schools, bases, islands, gated/remote areas.
Assembly SKUs: Select items offer add-on assembly; see product/checkout.

Tip: Tight turns, narrow doors, steep/long stairs, or small elevators? Choose Room-of-Choice or White-Glove and tell us your constraints so the carrier arrives prepared.

How to choose quickly

Budget and DIY-friendly? Choose Curbside; line up a helper for heavy boxes.
Want it inside but no setup? Choose Threshold.
Need it placed upstairs or far from the door? Choose Room-of-Choice.
Want a done-for-you experience? Choose White-Glove for basic assembly and haul-away.

Final reminders

The selected service defines how far the carrier can go and what tasks are included. If you need more help (stairs, long carry, assembly), add those services at checkout.
On delivery day, please ensure clear access (snow/ice removed, vehicles moved) and have an adult available to sign.
For brand-specific warranty or parts questions, see Warranty & Parts.

Pallet Sizes & Access

Confirming that your shipment can travel from the truck to the final room saves time (and avoids redelivery fees). This section helps you measure clearances, plan the approach, and decide if you need add-ons like stair-carry or Room-of-Choice.

About handling

Physical pickup and delivery are performed by carrier partners on behalf of our suppliers (ship-from locations vary by brand). We handle the information and coordination — if you’re unsure about fit or access, contact us and we’ll help you choose the right service.

Typical pallet footprints & heights

Most fitness equipment ships as cartons on a pallet. Dimensions vary by brand and packaging.

Pallet footprint	Common use	Typical loaded height*
48″ × 40″ (standard)	Most treadmills, bikes, benches	~ 24″–60″
60″ × 48″ (oversize)	Large racks, multi-box systems	~ 30″–72″

* Height includes cartons and banding. Some items may ship carton-only (no pallet) or on multiple pallets.

Tip: Multi-carton orders can arrive on separate pallets or on different days (split shipments). You’ll receive separate tracking for each.

Measure your path

Walk the intended route from truck → driveway/entry → hallways → stairs/elevator → final room, and capture the narrowest points:

Doors: clear width (between jambs) and height; consider handle clearance and door swing.
Hallways & turns: inside corner dimensions; confirm there’s room to pivot long cartons.
Stairwells: tread depth, width between rails/walls, landing depth, and any tight switchbacks.
Elevator: cab size (door width × depth × height) and weight limit.
Ceiling height: low points at soffits or under stairs can block tall pallets/cartons.

Rule of thumb: Your narrowest clearance should exceed the shipment’s largest box dimension by at least 1–2 inches to allow maneuvering.

Surface & approach

Driveway slope/condition: Very steep, gravel, or soft ground can prevent pallet-jack use.
Weather: Clear snow/ice so the team can roll equipment safely.
Parking/turnaround: Room for a box truck or tractor-trailer; provide gate codes/HOA instructions.
Loading dock: If available at businesses, note dock door size and hours.

Stairs & elevators

Service levels include different amounts of carrying:

Curbside: No stairs or inside carry.
Threshold: Over the first threshold only (no interior stairs).
Room-of-Choice: Stairs are included within safe limits; beyond that, a stair-carry fee may apply.
White-Glove: Similar carry limits, plus basic assembly and debris removal.

If you have multiple flights, tight turns, or narrow steps, consider Room-of-Choice or White-Glove and note details at checkout so the carrier can plan the right crew.

“Will it fit?” checklist

Use this quick checklist before scheduling:

I know the largest box (L × W × H) and total weight from my order page.
The narrowest doorway/hall exceeds the largest box dimension by ≥ 1–2″.
Door handles and trim won’t block passage (or I can remove a door temporarily).
Hallway turns/landings are deep enough to pivot long cartons.
Ceiling low points (soffits/under-stairs) won’t interfere.
Stairs: width, turns, and number of flights are within my chosen service’s limits.
Elevator (if used): cab size and weight limit accommodate the largest piece.
Approach is truck-friendly (no severe slope/soft ground); I’ve shared gate/HOA notes.
I’ve added needed accessorials (stair-carry, long carry, debris removal) to my order.

Downloadable worksheet

Prefer paper? Use this one-pager to capture every measurement and share with us or the carrier:

Download the Measuring Worksheet (PDF)

Need a second opinion? Send your worksheet and photos to Order Help — we’ll review and advise on the right service level.

Tracking & Lead Times

Stay in the loop from the moment a label/PRO is created to the moment the driver arrives. Our team handles the updates and coordination; our suppliers and their carriers handle the physical shipping.

When we send tracking

We email tracking after the carrier (on behalf of our supplier) creates a parcel label or freight PRO/BOL.
If your order ships in parts, you’ll receive separate tracking numbers for each shipment.

Tip

Add help@myfitnessoutlet.com to your contacts so tracking emails don’t land in spam.

Where to track

Two easy places:

Carrier portal: Live scans and stop history.
Your Order Status page: Shows all your tracking numbers in one place.

Status guide (what each means):

Label Created — Carrier has the label/PRO; pickup may be later today or tomorrow.
In Transit — It’s moving between carrier hubs.
At Terminal (freight) — Arrived at your local freight terminal.
Out for Delivery — On a truck headed to your address.
Delivered — Completed; check the delivery receipt and packaging.

Typical lead times

Milestone	What’s happening	Typical range
Processing	Supplier prepares your order and books the carrier	0-3 business days
Transit (Parcel)	Ground/air movement through hubs	3-7 business days
Transit (Freight)	Linehaul to the local terminal	3-7 business days
Appointment (Freight)	Terminal calls/texts to schedule	1-7 business days after terminal arrival
Delivery Window	Scheduled day/time frame	Typically 2–4 hours

Exact timing depends on distance, carrier network, weather, and local capacity.

Split shipments (why & how)

Some items ship from different supplier facilities or on different days. That means:

You’ll receive one email per tracking number.
Packages may arrive on different days.
Your Order Status page lists all tracking numbers together.

If one tracking number stalls:
- Check the last scan location/time in the carrier portal.
- Send us the order number + the specific tracking that’s stuck—we’ll escalate with the carrier and update you.

Delays (what’s normal & what we do)

Common causes: - Weather & natural events (network-wide holds) - Remote/limited-access routing - Peak volume surges (holidays, promotions) - Customs clearance (international, if applicable)

Our playbook: 1. Monitor scans for gaps.
2. Nudge the carrier when scans exceed normal intervals.
3. Escalate to terminal/dispatch if the shipment is idle without movement.
4. Resolve by reconsigning, scheduling a follow-up attempt, or replacing as appropriate.

Help

Not seeing movement for 72 hours on parcel or 4 business days on freight? Contact Order Help with your order # and tracking—we’ll take it from there.

Scheduling & Delivery-Day Expectations

No surprises: here’s how scheduling works and what to expect when the driver arrives. Carriers (working on behalf of our suppliers) handle the physical delivery; our team handles the coordination and updates.

Appointment windows

Window size: Most residential freight appointments are 2–4 hours.
Confirmation: The local terminal will call or text using the phone number on your order.
Rescheduling: Contact the terminal before the window starts to avoid redelivery or storage fees.

Tip

Missed a call? Call the terminal back the same day so they can keep you on the schedule.

Your responsibilities

Adult present: Have someone 18+ available to sign.
Answer the phone: Keep your phone handy during the window.
Clear the path: Move vehicles, rugs, and obstacles; shovel snow/ice if present.
Secure pets: For safety, keep pets away from the delivery path.
Protect floors (optional): Lay down cardboard or moving blankets if you’re concerned about scuffs or moisture.

Help

Questions before delivery day? Email help@myfitnessoutlet.com with your order number and preferred contact phone.

Driver responsibilities

Follow the service level:
Curbside: to the curb/driveway.
Threshold: just inside the first dry area.
Room-of-Choice / White-Glove: to the requested room (within safe carry limits).
Time on site: Work within the standard appointment window (time caps vary by area).
Safety boundaries: No ladders on unsafe surfaces, no structural changes, no wall/floor anchoring, and no electrical/hardwiring.

Carriers cannot move existing furniture, handle wiring, or perform services not included in your selected level.

If you can’t be home

Authorized receiver: You may designate another adult (18+) to sign.
Written ok: Some terminals accept written authorization; confirm during scheduling.
ID check: The driver may ask your designee for a name/signature match to the note.

Parking & access

Help the carrier plan a smooth arrival:

Street restrictions: Tell them about low clearances, weight limits, or tight turns.
HOA/Gates: Share gate codes and any neighborhood rules on truck parking.
Elevators: Reserve service elevators if required; confirm cab size and hours.
Loading zones: For businesses, provide dock details or where a box truck can stage.

Warning

If the truck can’t access your location, the terminal may require alternate arrangements (smaller truck, meet-point) and additional fees may apply.

Quick day-of checklist

I’ve confirmed the 2–4 hour window with the terminal.
An adult (18+) will be on site with phone on and ringer up.
Path is clear from curb/entry to the drop location.
Pets secured; floors protected if needed.
I know what’s included in my service level and added any needed accessorials.

Need to update notes for the driver? Email help@myfitnessoutlet.com with your order # and details—we’ll add them to your file and notify the terminal.

Receiving, Inspection & Damage Claims

Make delivery day easy and carrier-compliant with this quick, visual checklist. Carriers (on behalf of our suppliers) handle the physical hand-off; we handle documentation and claims coordination.

Inspect before signing

3-Step Visual Check

Count pieces against the delivery receipt/BOL.
Scan packaging for holes, crushed corners, tears, punctures, tilt/lean, watermarks.
If packaging looks compromised, open and inspect before signing.

Photo checklist

Entire shipment on truck/ground (wide shot)
BOL/label with PRO/Tracking visible
All sides/corners of damaged carton(s)
Serial/model stickers
The specific product damage (close-ups)

Pro tip — photos before the driver leaves

Snap wide + close-ups. Clear photos are the fastest way to a resolution.

How to sign (word-for-word examples)

Always note visible issues on the delivery receipt — be specific:

Carton crushed top-left; small tear on side; 2 bolts missing
Pallet leaning; outer box punctured; console housing scratched
Short one box (2 of 3 received); PRO ####

Avoid vague notes

Phrases like “subject to inspection” are not accepted by carriers. Use plain, specific wording.

Concealed damage (after delivery)

If you discover damage after the driver leaves:

Report within: 24–48 hours (placeholder — customize to your carrier requirements)
Keep all packaging until we confirm next steps
Email help@myfitnessoutlet.com with your order #, photos, and a brief description

Build a strong claim

Timely notice + clear photos + any signs of stressed packaging (even minor) = faster approvals.

If something is severely damaged

Refuse the affected piece(s) only — accept the rest if undamaged
Write the reason on the receipt (e.g., Frame bent; refuse 1 of 3)
Not sure? Call or email us from the driveway: help@myfitnessoutlet.com

Claim submission (what we need)

Send to help@myfitnessoutlet.com or submit via Order Help.

Copy-paste template

Subject: Damage Claim — Order #12345
Tracking/PRO: 123-456-789
Issue: Console plastic cracked; outer carton crushed (top-left)
Serial #: SN-ABC-0001
Preferred remedy: Replacement console housing
Photos attached: pallet (wide), labels, damaged corner, console close-up

Checklist - [ ] Order number and best contact phone
- [ ] Photos: packaging and product (wide + close-ups)
- [ ] Photo of the delivery receipt with your notes
- [ ] Tracking/PRO and serial number(s)
- [ ] Parts list or description of what’s damaged/short
- [ ] Preferred remedy: replacement part or full replacement

Replacements & parts (what to expect)

Resolution timing varies by brand and part availability, but the flow is consistent:

Triage (3-7 business days) — We review photos/notes and confirm what’s needed
Approval (3-5 business days) — We coordinate with the supplier/manufacturer for parts or replacement authorization
Fulfillment (7–14 business days) — Supplier ships parts/replacement; we send new tracking
Technician visit (if needed) — Some brands schedule in-home service for install/adjustment

Faster outcomes

Detailed photos + specific receipt notes + keeping the packaging until we give the all-clear.

Quick recap (print-friendly)

Inspect before signing; note issues specifically on the receipt
Photograph pallet, labels, packaging, and damage
For concealed damage, notify within 24–48 hours and keep packaging
If severe, refuse only the damaged piece(s) and write why
Email help@myfitnessoutlet.com with order #, photos, receipt, and preferred remedy

Order Changes & Address Corrections

Need to tweak something after ordering? We handle coordination and updates; our suppliers and their carriers handle the physical shipping. The earlier you tell us, the easier (and cheaper) it is to adjust.

help Email help@myfitnessoutlet.com with your order #, the change requested, and your best contact phone.

Before shipment

Changes are simplest before a label/PRO is created by the supplier or carrier.

What we can usually do (no fees): - Update phone/email for carrier contact - Correct minor name typos - Swap service level (if the item hasn’t been booked yet)

What may incur fees or be limited: - Address changes that alter the city/state/ZIP (may require a new rate) - Item changes (SKU/variant) if the supplier has already staged the order - Cancellations after staging/packing (restocking may apply)

Made-to-Order & Special-Order — Terms

Scope: Applies to made-to-order and custom/special-order items (e.g., upholstery colors, logos, frame colors).
Cancel: Free within 24 hours; after 24h not cancellable.
Returns: Not returnable (built specifically for you).
Damages on arrival: Inspect at delivery. Parcel: report within 7 days. Freight: note on BOL before signing; include photos/videos. We’ll coordinate replacement parts per manufacturer policy.
Refusals: If not for extensive damage, you’re responsible for all shipping costs to/from your location. Refunds (when applicable) issue after warehouse receipt (allow 2–3+ weeks transit + up to 7 days to process).

Quick request template - Order #: MFO-####
- Requested change: Update address to … / Cancel / Change color to …
- Reason (optional): moved / typo / schedule conflict
- Phone: (###) ###-####

After shipment

Once a shipment is in transit, options narrow and carrier fees are common.

Common adjustments

Address correction / reconsign → Carrier reroutes to a different address (fees + extra transit time)
Hold at terminal → You pick up at the local freight terminal (ID required; storage limits apply)
Reschedule / redelivery → New appointment if the first attempt was missed (redelivery fee)

Timing & fees (placeholders — customize)

Address correction: carrier fee $X–$Y; adds X–Y business days
Redelivery: $X–$Y per attempt
Storage at terminal: free for X days, then $X/day
Interception (parcel): possible only before final out-for-delivery scan

What carriers can’t do

Drivers can’t change your service level on the spot (e.g., from Curbside to Room-of-Choice). Service changes must be scheduled in advance.

Day-of checklist (if you need to change plans) - [ ] Call the local terminal listed on your appointment text/call
- [ ] Email help@myfitnessoutlet.com with order # + the specific change
- [ ] Confirm any fees and the new ETA/window
- [ ] If holding at terminal, bring photo ID that matches the consignee name

Quick reference

Situation	Who to contact first	Typical outcome
Minor typo in street name (pre-shipment)	help@myfitnessoutlet.com	Corrected with supplier before booking
Need to ship to a new city (pre-shipment)	help@myfitnessoutlet.com	Re-quote; update order billing if accepted
You’ll be out of town on delivery week (post-shipment)	Local terminal + email us	Reschedule window; possible storage fees after X days
Missed the appointment	Local terminal	Redelivery fee and new time slot
Building requires COI/elevator reservation	help@myfitnessoutlet.com	We add notes; carrier reschedules if needed

tip Share gate codes, HOA rules, elevator hours, or limited-access notes early. It prevents missed attempts and extra fees.

Special Locations & Limitations

Some addresses need extra planning or carrier approvals. Carriers (on behalf of our suppliers) handle the physical delivery; we handle the paperwork and coordination.

Limited-access locations

Examples: schools, military bases, churches, prisons, storage units, construction sites
What to expect: added carrier handling, possible limited-access fee, appointment required
What we’ll ask for: delivery hours, contact on site, security instructions (gate, guard desk, badge, etc.)

Speed things up

Email help@myfitnessoutlet.com with your order # and any access instructions (COI requirements, gate codes, security contacts).

Remote & island deliveries

May require ferry service or partner carriers; allow extra transit time/cost
Some curbside trucks can’t access narrow or weight-restricted roads—meet-point or smaller vehicle may be required

Note

If a standard tractor-trailer can’t reach your address, the terminal will advise options (smaller truck, meet-point, or hold-for-pickup).

Apt/condo/HOA requirements

COI (Certificate of Insurance): Many buildings require an insurer-issued COI with specific language/limits
Elevator reservations: Book service elevators and loading dock time if needed
Move windows: Buildings often restrict to weekday, daytime windows

COI checklist

Building’s COI template (if provided)
Named insured and required limits
Contact email for property management
Desired delivery date/time window

Garage-only neighborhoods / gated communities

Share gate codes, guard instructions, and any HOA truck rules (no overnight, weight/length limits)
Some neighborhoods restrict trucks to driveway only—plan for Threshold/Room-of-Choice if you need inside placement

Alaska / Hawaii / Puerto Rico & international

Availability for large freight varies by supplier and carrier
International and non-contiguous U.S. deliveries may require custom quotes, extra paperwork, and longer lead times

Warning

Some items may be not currently supported for shipment outside the contiguous U.S. Ask us to confirm options for your cart.

FAQs

Short, practical answers to the questions we hear most. If you don’t see yours, email help@myfitnessoutlet.com.

Do you remove old equipment?

White-Glove includes packaging haul-away only. Removal/disposal of old equipment isn’t included unless specifically added.

Will the team go up more than two flights of stairs?

Possibly. Room-of-Choice/White-Glove include stairs within safe limits. Extra flights or tight turns may require a stair-carry fee.

What if my tracking hasn’t moved in 72 hours?

Send your order # + the specific tracking # to help@myfitnessoutlet.com. We’ll escalate with the carrier and update you.

Can I schedule a Saturday delivery?

In some areas, yes (fees may apply). The terminal will confirm available windows when they call/text to schedule.

Do you assemble smart consoles or connect apps?

White-Glove covers basic mechanical assembly only—no software/app setup, Wi-Fi, or account linking.

Is liftgate service included?

Often for residential freight. Oversize/overweight pallets may exceed liftgate limits; the terminal will advise alternatives.

Can the driver bring the pallet into my backyard or up steep terrain?

Not under Curbside. Consider Threshold or Room-of-Choice, and note any terrain constraints in advance.

What if only part of my order arrived?

That’s a split shipment. Check your Order Status page for all tracking numbers—remaining boxes often arrive within 1–2 days.

Can I change my address after shipping?

Sometimes. It becomes a reconsignment and usually incurs carrier fees plus added transit time.

Do you deliver to PO Boxes?

No. Freight requires a physical address and a phone number for scheduling.

Can I open the cartons before signing?

Yes, if packaging looks compromised. Inspect, photograph, and note specifics on the receipt before signing.

Do you offer debris removal without assembly?

Many areas offer debris removal as an add-on to Room-of-Choice. Ask during scheduling.

What if I miss my appointment window?

The terminal will arrange a redelivery (fee may apply). Let them know as early as possible to avoid storage charges.

Can the driver wait while I move furniture?

Drivers work within a set time window and can’t move existing furniture. Please stage the space before arrival.

How do I request a Certificate of Insurance (COI) for my building?

Email help@myfitnessoutlet.com with your order # and your building’s COI template (if any). We’ll coordinate with the carrier.

Do you ship to Alaska/Hawaii/PR or internationally?

Sometimes, depending on the item and carrier network. Contact us for quotes and timelines.

What if the street can’t take large trucks?

Tell us up front. The terminal may schedule a smaller truck or a meet-point; extra fees and time may apply.

Can I request a narrower appointment window?

Carriers usually offer 2–4 hour windows. If you need tighter timing, ask during scheduling—availability varies by area.

Who ships my order—myfitnessoutlet or the brand?

Our suppliers (brand partners) and their carriers handle the physical shipping. We handle the information, tracking, and support.

Glossary

Accessorial — Add-on freight service (e.g., liftgate, appointment, stair carry)
BOL (Bill of Lading) — Freight contract/receipt listing pieces and destination
Concealed damage — Damage discovered after delivery
Cross-dock — Facility where freight is transferred between trucks
Last mile — Final leg from terminal to your address
Liftgate — Hydraulic platform for lowering freight from truck to ground
Limited-access — Locations requiring special handling or clearance
Long carry — Extra distance from truck to drop point beyond standard
LTL / TL — Less-than-Truckload / Truckload shipping
PRO — Freight tracking number issued by the carrier
Terminal — Local freight hub staging appointments
Threshold — Delivery just inside the first dry area

Contact Us

We’re here to help with fast, clear answers. Email is best: help@myfitnessoutlet.com.

Best contact channel by issue

Need	How we help	Contact
Order & Tracking	Status updates, tracking links, ETA checks	help@myfitnessoutlet.com
Damage/Parts/Warranty	Photo review, claim filing, parts/replacements	help@myfitnessoutlet.com
Returns/Exchanges	Eligibility, labels, next steps	help@myfitnessoutlet.com
Access/Scheduling Notes	Gate codes, COI, elevator hours, limited-access	help@myfitnessoutlet.com
General Questions	Anything else—route to the right team	help@myfitnessoutlet.com

What to include (speeds things up)

Order # and best contact phone
Photos (if damage): pallet, labels, packaging, close-ups
Scheduling notes: gate codes, elevator hours, building COI template
What you want to do: reschedule, return, exchange, part request, etc.

Hours & response times (customize)

Hours: Mon–Fri 9:00 AM – 5:00 PM (PST)
First response: usually within 24 business hours
After hours: We’ll reply the next business day

tip Add help@myfitnessoutlet.com to your contacts so replies don’t land in spam.