- Return & Refund Policy
- Cancel an Order
- Backordered Items
- Warranty Parts & Defective Items
- Use of the Site
WARRANTY PARTS & DEFECTIVE ITEMS
If a shipped item arrives and appears to be damaged, please fill out the online claim form at OrderSupport.ca.
If an item is defective, DO NOT simply send it back to us. Send pictures / videos to firstname.lastname@example.org and The Treadmill Factory will assess and evaluate the situation to make sure that the item is defective and not improperly assembled or misused.
Please note that The Treadmill Factory is a distributor and retailer of fitness equipment. We rely on our manufacturing partners to uphold the warranty aspect of the service should the need arise. Manufacturers often use authorized third-party service providers to assess and repair the equipment. The Treadmill Factory will facilitate the administration portion of the service where it is necessary to do so.
Units that may have defects either out of box or in the field may have a labour warranty that will cover a technician’s visit. The Treadmill Factory does not refund, exchange or remove product that is repairable. Should a unit be deemed unrepairable, the transportation cost will be the responsibility of the purchaser.
The Treadmill Factory reserves the right to (i) send parts and (ii) replace a defective part.
Parts from Canada: Replacement parts are available to be picked up in Markham, ON. It is the end user’s responsibility to arrange the delivery or pick up of warranty or faulty parts or products.
Parts from the U.S.: Parts that are shipped from the U.S are shipped directly to the customer. Customers are responsible for the cost of duty, broker or shipping charges associated.
Labour: for in-home labour dispatch fees apply. Labour is covered in-shop at 505 Cochrane Dr. Markham, Ontario.
*A manufactures warranty covers defects associated to defects in workmanship. Warranties exclude wear and tear items such as walking belts, cosmetic parts, worn decks, DC motor brushes, bike cranks, pedals, seats, neoprene handles and any other parts that are in need of replacement as a result of wear/usage. A warranty only covers parts that are attributed to defects in workmanship as a result of the manufacturing process. Warranty also becomes void if proper maintenance is not performed or the wrong type of lubricant is used (for treadmills). Mis assembly of units is also not a warranty related issue and proper charges will apply for corrective measures.
Our policy of shipping within 5-7 business (during weekdays) applies to orders made prior to 2:30pm Eastern Standard Time. Delays may occur are if our warehouse is backlogged with orders and shipments during our busy season, or, if there are severe weather conditions that are out of our hands. These situations very rarely occur and The Treadmill Factory does everything in our power to ensure that customers receive their packages as quickly as possible.
Shipping to a Different Address
For orders over $400, we may allow shipping to a different address other than your billing address; However, you will be required to add the address on your credit card file (with your credit card company) as a secondary address in order for us to complete your order.
The Treadmill Factory ships with FedEx. Individual items that weigh up to 150lbs will be shipped via FedEx. The customer will have the option of picking which courier they prefer when they are placing an order. Once the customer reaches the shipping portion of our online ordering process, our system will list the different shipping options provided by FedEx in order of shipping costs, from the least expensive option to the most expensive. Depending on your location, additional shipping options such as morning or evening deliveries may be available for additional costs. The system will also provide an ETA beside each shipping option. **Please note: the estimated time of arrival is just an estimate and does not guarantee that the package(s) will arrive exactly on that date.**
All oversized items are shipped with a freight company as they are too heavy to ship with FedEx. In these cases, The Treadmill Factory usually ships with either Vitran or Fastfrate which are both trucking companies used for heavy items. Freight charges vary depending on the weight of the item(s) and the destination it is being shipped to.
Oversized items ship on a weekly basis so please allow 1-2 weeks for arrival. Dropship items may take longer as they are shipped from a different warehouse. Please note, trucking companies will always call ahead of time to schedule a delivery date with you. All deliveries are curbside only.
For tracking on FedEx shipments, please log in to your account, located at the top right-hand corner of our homepage banner. Please make sure to track your order to avoid any problems or delays as FedEx will make one delivery attempt after which it is taken to the nearest depot. You may then do one of two things; call and schedule a second delivery attempt OR pick it up from the nearest depot. If the carrier does not hear from the customer after a week, they will return the package. Should a package be returned to our warehouse, it will be the customer's responsibility to pay for shipping a second time in order for us to re-ship the product(s).
Remote areas are defined as being outside of the standard service routes of our carriers. Orders being sent to remote Canadian locations are subject to an additional shipping charge, which varies depending on size and weight of the product(s) being shipped. Please note that if you are making an online order from a remote area the shipping cost you see may not always be accurate. In those situations, The Treadmill Factory will obtain the exact shipping costs associated to that particular order and contact the customer before proceeding with the order so the customer can be aware of any additional shipping costs prior to the order being shipped.
Free Shipping Transparency Disclaimer
Items marked free shipping have a certain percentage allocated towards the cost of shipping. This percentage typically covers most major cities in Canada. Obviously Canada is geographically massive and we cannot offer free shipping across the board. We do allocate a certain dollar amount to cover most major cities. If shipping costs more than the allocated amount, then you will receive an email with the cost difference. At that point, you can either choose to pay the additional fee to cover the shortfall/difference or you can simply request a cancellation of the order.
In certain cases the warehouse is able to package certain items together. For example, should you receive 4 boxes when you have ordered 7 items, it does not necessarily mean that any items are missing. It simply means the warehouse was able to package all 7 items into 4 boxes. Please always open your packages before calling or emailing about a missing product(s) to make sure nothing is actually missing.
Damaged Items Due to Shipping
REFUSE SHIPMENT! If an item arrives and the package is visibly damaged, please refuse the item, take a photo if possible and make a note with the carrier. Please call 416.900.7988 or toll free 1.888.900.9095.
The Treadmill Factory does not ship to PO boxes as the shipping companies we work with do not deliver any packages unless they are being shipped to a physical address. If your billing information is tied to a PO Box, please provide your physical address in the billing section when placing the order. Please also make sure that your physical address is on your file with your credit card company so that should we need to verify, the information will match and we can proceed with the shipping.
RETURN & REFUND POLICY
Due to the effects of COVID-19, and to protect our valued customers and employees, we will not be accepting returns purchased from March 17th, 2020 onward.
Refunds will be accepted within seven days of purchase for a full refund if the box is unopened and in original undamaged packaging. Shipping charges attributed to the sale are non-refundable and will be deducted from the total amount. “Free shipping” items also have a cost associated with the shipping, which will be deducted from the refund amount.
There will be a 30% restocking fee for any authorized returns for opened or damaged boxes, less shipping fees. Custom orders or modified products are not applicable for refund or exchange and are considered final sales.
(Items that do not qualify under section “1” will require approval. Please email the location you purchased from below and proceed once an RA number has been provided)
Weights are final sale, including dumbbells, plates and kettlebells. Electronics, service parts, wearables, mats, mouth guards, undergarments, clothing, boxing gloves, CDs, DVDs. Subscription programs/cards are all final sales.
All parts including belts, electronic components, consoles, decks, including customized parts are final sale.
Final Sale Items
Weights: Dumbbells, Plates and Kettlebells are final sale. Certain items, such as electronics, heart rate monitors, mouth guards, undergarments, clothing, CDs, DVDs, etc. are FINAL SALE.
CANCEL AN ORDER
As long as your order is pending and still in the “processing” status, you may email email@example.com to cancel the order.
Please include the following in your subject line “CANCEL ORDER 2200XXXXXXXXXX” with your order number.
Once an order has been processed, our standard return and refund policy applies.
Please allow up to one business day for confirmation on your cancellation.
All backordered product will be cancelled from the order and refunded to the credit card that was used to process the order. We will not keep track of backorders at this time.
Prices listed on the website are subject to change without notice as they are live quotes and fluctuate. We cannot guarantee a price you have seen at a later date.
The Treadmill Factory reserves the right to cancel any order and for any occurrence. Under these circumstances, the customer will be immediately notified of such occurrences. The Treadmill Factory or its parent company are not liable or responsible for any damages caused by the equipment or misuse.
Please enjoy your chosen activity responsibly, and seek consultation from a general health practitioner to determine your level of fitness. Get the proper training, make sure you are in good physical condition and are correctly equipped. Some or all of the activities for which we sell equipment, apparel and footwear can pose a significant risk to your well being. The Treadmill Factory does not assume any responsibility for actions resulting from or associated in any way with purchases of any products on our site. By using our site, and through your purchase, you acknowledge and attest that you understand these risks and that you take full responsibility for your own actions.
USE OF THE SITE
Welcome to the TreadmillFactory.ca website (the "Site"). The Treadmill Factory provides services to you subject to the notices, terms, and conditions set forth in this agreement (the "Agreement"). In addition, when you use any of our services (e.g., Customer Reviews), you will be subject to the rules, guidelines, policies, terms, and conditions applicable to such service, and they are incorporated into this Agreement by this reference. We reserve the right to change this Site and these terms and conditions at any time. ACCESSING, BROWSING OR OTHERWISE USING THE SITE INDICATES YOUR AGREEMENT TO ALL THE TERMS AND CONDITIONS IN THIS AGREEMENT, SO PLEASE READ THIS AGREEMENT CAREFULLY BEFORE PROCEEDING.
Use of Site
Subject to the terms and conditions of this Agreement, we hereby grant you a limited, revocable, non-transferable and non-exclusive license to access and use the Site by displaying it on your internet browser only for the purpose of shopping for personal items sold on the Site and not for any commercial use or use on behalf of any third party, except as explicitly permitted by us in advance. Any breach of this Agreement shall result in the immediate revocation of the license granted in this paragraph without notice to you.
Except as permitted in the paragraph above, you may not reproduce, distribute, display, sell, lease, transmit, create derivative works from, translate, modify, reverse-engineer, disassemble, decompile or otherwise exploit this Site or any portion of it unless expressly permitted by us in writing. You may not make any commercial use of any of the information provided on the Site or make any use of the Site for the benefit of another business unless explicitly permitted by us in advance. We reserve the right to refuse service, terminate accounts, and/or cancel orders at its discretion, including, without limitation, if we believe that customer conduct violates applicable law or is harmful to our interests.
You shall not upload to, distribute, or otherwise publish through this Site any Content, information, or other material that (a) violates or infringes the copyrights, patents, trademarks, service marks, trade secrets, or other proprietary rights of any person; (b) is libelous, threatening, defamatory, obscene, indecent, pornographic, or could give rise to any civil or criminal liability under Canadian or international law; or (c) includes any bugs, viruses, worms, trap doors, Trojan horses or other harmful code or properties.
Content provided on this site is solely for informational purposes. It is your sole responsibility to consult a licensed physician or qualified health care professional for advice, diagnosis, and/or treatment of any health related condition. Submissions or opinions expressed on this Site are that of the individual expressing such Submission or opinion and may not reflect our opinions. Product representations expressed on this Site are that of the vendor and are not made by us.
We may assign you a password and account identification to enable you to access and use certain portions of this Site. Each time you use a password or identification, you will be deemed to be authorized to access and use the Site in a manner consistent with the terms and conditions of this Agreement, and we have no obligation to investigate the authorization or source of any such access or use of the Site. YOU WILL BE SOLELY RESPONSIBLE FOR ALL ACCESS TO AND USE OF THIS SITE BY ANYONE USING THE PASSWORD AND IDENTIFICATION ORIGINALLY ASSIGNED TO YOU WHETHER OR NOT SUCH ACCESS TO AND USE OF THIS SITE IS ACTUALLY AUTHORIZED BY YOU, INCLUDING WITHOUT LIMITATION, ALL COMMUNICATIONS AND TRANSMISSIONS AND ALL OBLIGATIONS (INCLUDING WITHOUT LIMITATION FINANCIAL OBLIGATIONS) INCURRED THROUGH SUCH ACCESS OR USE. You are solely responsible for protecting the security and confidentiality of the password and identification assigned to you. You shall immediately notify us of any unauthorized use of your password or identification or any other breach or threatened breach of this Site's security.
Reviews and Questions
Except as otherwise provided elsewhere in this Agreement or on the Site, anything that you submit or post to the Site and/or provide us, including without limitation, ideas, know-how, techniques, questions, reviews, comments, and suggestions (collectively, "Submissions") is and will be treated as nonconfidential and nonproprietary, and we shall have the royalty-free, worldwide, perpetual, irrevocable and transferable right to use, copy, distribute, display, publish, perform, sell, lease, transmit, adapt, create derivative works from such Submissions by any means and in any form, and to translate, modify, reverse-engineer, disassemble, or decompile such Submissions. All Submissions shall automatically become our sole and exclusive property and shall not be returned to you.
In addition to the rights applicable to any Submission, when you post questions or reviews to the Site, you also grant us the right to use the name that you submit with any review, comment, or other Content, if any, in connection with such review, comment, or other content. You represent and warrant that you own or otherwise control all of the rights to the reviews, comments and other Content that you post on this Site and that use of your reviews, comments, or other Content by us will not infringe upon or violate the rights of any third party. You shall not use a false e-mail address, pretend to be someone other than yourself or otherwise mislead us or third-parties as to the origin of any Submissions or Content. We may, but shall not be obligated to, remove or edit any Submissions (including comments or reviews) for any reason.
All text, graphics, button icons, images, audio clips, and software (collectively, "Content"), belongs exclusively to The Treadmill Factory, or its affiliates. The collection, arrangement, and assembly of all Content on this Site (the "Compilation") belongs exclusively to The Treadmill Factory or its affiliates. All software used on this Site (the "Software") is the property of The Treadmill Factory, its affiliates or its Software suppliers. The Content, the Compilation, and the Software are all protected by Canadian and international copyright laws. TreadmillFactory.ca, The Treadmill Factory, and other logos, slogans, trade names or words are registered trademarks, trademarks or service marks of The Treadmill Factory, its affiliates, suppliers, or third parties. The use of any of our trademarks or service marks without our express written consent is strictly prohibited. You may not use our trademarks or service marks in connection with any product or service in any way that is likely to cause confusion. You may not use our trademarks or service marks in any manner that disparages or discredits us. You may not use any of our trademarks or service marks in meta tags without prior explicit consent.
This Site may be accessed from countries other than Canada. This Site may contain products or references to products that are not available outside of Canada. Any such references do not imply that such products will be made available outside Canada. If you access and use this Site outside Canada you are responsible for complying with your local laws and regulations.
Disclaimer and Limitation of Liability
EXCEPT AS OTHERWISE PROVIDED IN THE STANDARD TERMS OF SALE THAT GOVERN THE SALE OF EACH PRODUCT ON THIS SITE, THIS SITE, THE PRODUCTS OFFERED FOR SALE ON IT AND THE TRANSACTIONS CONDUCTED THROUGH IT ARE PROVIDED BY US ON AN "AS IS" BASIS. WE MAKE NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THE SITE OR THE INFORMATION, CONTENT, MATERIALS, OR PRODUCTS INCLUDED ON THIS SITE. THIS SITE MAY INCLUDE INACCURACIES, MISTAKES OR TYPOGRAPHICAL ERRORS. WE DO NOT WARRANT THAT THE CONTENT WILL BE UNINTERRUPTED OR ERROR FREE.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE, INCLUDING, BUT NOT LIMITED TO INDIRECT, INCIDENTAL, PUNITIVE, EXEMPLARY, SPECIAL OR CONSEQUENTIAL DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, OUR TOTAL LIABILITY TO YOU FOR ANY DAMAGES (REGARDLESS OF THE FOUNDATION FOR THE ACTION) SHALL NOT EXCEED IN THE AGGREGATE THE AMOUNT OF FEES ACTUALLY PAID BY YOU TO US DURING THE MONTH IMMEDIATELY PRECEDING THE ACT ALLEGEDLY GIVING RISE TO OUR LIABILITY.
In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, we shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, we shall immediately issue a credit to your credit card account in the amount of the charge.
This site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that we are not responsible for the operation of or content located on or through any such site.
We respect the intellectual property of others. If you believe that your work has been copied in a way that constitutes copyright infringement, please email us at firstname.lastname@example.org