Order FAQ

General

Is ordering secure?

Yes.  We use the strongest Internet standard SSL security to protect the transmission of data to and from our servers.  When you enter your personal and payment information during checkout, your information is encrypted so that it cannot be intercepted and read during transport to our servers.  Our servers then use a private, unique key to decrypt the data. 

Additionally, we will not store your credit card information in our database or in any form on our servers. 

 

Do you share my personal information with 3rd parties?

Never.  We value our customers and respect the trust that you place in us when you shop on our site.  We will never violate that trust by selling or giving your information to anyone else. 

 

What payment methods do you accept?

We accept Visa®, MasterCard®, American Express®, and Discover®.

 

Do you charge sales tax?

We are required by state law to collect sales tax on any purchases made within the states within which we have a physical presence.  Therefore, purchases made within the state of New York will include sales tax in the order total.

 

What currencies are displayed on your website?

All product prices are in US Dollars.

 

 

Placing an Order

How do I place an order?

After you have finished adding the items that you wish to purchase to your shopping cart, you can view your shopping cart by clicking on the shopping cart in the top right corner of the menu.  You can apply any coupon codes by entering the code in the Use Coupon Code section and pressing the Apply Coupon button.  If you are satisfied with the contents of your cart, you can proceed to checkout by clicking the checkout button in the bottom right corner of the shopping cart page.  Then, following the simple steps on the checkout page to create an account or login to your existing account, enter your shipping address, payment information, and confirm your order.

 

How do I change an order?

If you have made a mistake on your order, please notify us immediately. We will make every attempt to correct your order; however, if your order has shipped, we will be unable to change any portion of your order. Please refer to our Return Policy for full details.

 

What if an item I ordered is out of stock?

Occasionally, we sell out of an item faster than expected. If this occurs, the item will be placed on backorder and you will be given the choice to either wait for the product or receive a refund.

 

How do I know that you have received my order?

After your order is confirmed, you will receive an email providing you with the details of your order and a link that will allow you to check on the status of your order.  We will send you an additional email once we have processed your order with class registration details or shipping information.

 

 

Shopping Cart

How do I view my shopping cart?

You can view your shopping cart by clicking on the shopping cart in the top right corner of the menu at the top of every page on our website.

 

How do I add items to my shopping cart?

To add a registration for an upcoming class to our website, hover over the Education & Training menu option and choose either Webinar or Live Workshop to see the list of upcoming classes that we are offering.  Once you have decided which class you wish to take, select the date/time you wish to attend the class and click the Add to Cart button.

 

To add one of our exercise products to your cart, hover over the Store menu item and browse the many categories of products that we have to offer.  After you find the desired product, choose any options that are available, the quantity that you wish to purchase and click the Add to Cart button. 

 

How do I remove items from my shopping cart?

To remove an item from your shopping cart, click the Remove button Remove Button next to the item that you wish to remove.

 

How do I change the quantity of an item in my cart?

To change the quantity of an item, enter the new quantity and click the Update button Update Button.

 

How do I use a coupon code?

Occasionally, IncluFit will have coupon codes that will give you discounts on your purchases or shipping.  To use a coupon code, fill your shopping cart with all of the items that you wish to purchase. Then view your cart by clicking in the shopping cart in the top right corner of the menu.  Enter your coupon code in the Use Coupon Code section of the shopping cart and click the Apply Coupon button. 

 

Can I use a coupon to receive a discount on all products?

The following products are not eligible for discounts:

  • Bosu™ products (FEI30-1900, FEI30-1901)
  • CanDo® BandRac Horizontal and Vertical Band Storage Racks (FEI10-5100, FEI10-5101, FEI10-5102, FEI10-5103)
  • CanDo® Dispens-A-Band® Exercise Band Rack Including Thera-Bands (FEI10-5486, FEI10-5487)
  • CanDo® Exercise Mats - All 1" & 2" Thickness
  • CanDo® Mats with Handle - All
  • Dual Rotating Cuff Weight and Dumbbell Rack (FEI10-0585)
  • Love Handles Rx Portable Upper Body Exerciser (FEI10-0705)
  • Mobile Weight Wagon (FEI10-0574)
  • SciFit® products (FEI10-6015, FEI10-6035, FEI10-6090)
  • Nautilus® products (FEI10-6065)
  • Shuttle Mini-Press (FEI10-0634, FEI10-0635)
  • SportsArt Fitness (FEI10-6080, FEI10-6081, FEI10-6084, FEI10-6085, FEI10-6088)
  • Thera-Band® products - All
  • Thera-Roll® products - All
  • Wooden Platform Tables - All Tables and Mats

 

 

Shipping

When can I expect my order to be shipped?

We strive to process all orders as quickly as possible.  Most of our products will be shipped within 3-5 business days. Some products, including those that are custom-made to meet your specifications, may take longer.  The descriptions of products that require a longer lead time to be shipped contain a shipping notice to inform you of this need.

 

What carriers do you use to ship orders?

We will typically ship your order using FedEx®.  Packages that are very large or heavy require freight shipping, which will be shipped using a freight carrier, typically FedEx® LTL.  However, on occasion our preferred carrier may not be the best option for getting your order to you as quickly as possible.

 

What type of shipping is used if I choose flat rate shipping?

Flat rate shipping will use standard ground shipping.

 

Why am I not able to choose flat rate shipping?

While flat rate shipping is available on most of our products, some products that are large or heavy cannot be shipped flat rate.

 

Can I get my purchases faster?

When available, you will have the option to choose 2nd day and 3rd day shipping to expedite the shipping of your order.

 

Why do I only see freight shipping options?

Very large or very heavy items can only be shipped using freight carriers.

 

Why am I not seeing any shipping options?

While we try to accommodate all orders through our website, freight shipped items cannot be purchased along with other items.  To complete this purchase, you can either contact us (make link to contact us page) and we can help you complete your order or you can separate your purchases into two orders.

 

How are shipping costs calculated?

Shipping costs are calculated using the size and weight of the products you are ordering along with your shipping address to estimate the cost of shipping from our carriers. 

 

What if my package arrives with visible damage?

Refuse any shipment with signs of visible damage. Send an email to sales@inclufit.com with your order number to notify us that the shipment was refused. We will arrange delivery of a replacement upon contacting the shipping company. Shipments refused without signs of visible damage will be subject to a 25% restocking fee.

 

What happens when a shipment is unclaimed or refused?

IncluFit is not responsible for unclaimed or refused parcels, domestic and international, whereby the shipping company made frequent attempts (varies by shipper) to deliver an order however, either no one was available (regardless of whether the destination is a home or business) to claim the parcel or the parcel was refused for any reason (exception: visible damage, see above). If the parcel is returned to IncluFit, the customer shall be liable for all inbound and outbound shipping costs including any additional cost to re-ship the order. Unclaimed or refused orders are subject to a 25% restocking fee.

 

 

Purchases

How do I sign into my account?

To login to your account, click on Account or Login at the top of the page.  Then enter the email address and password that you used to create your account.  From your account page, you will be able to edit your account information, change your password, view your order history and class registrations, and sign up for our newsletter.

 

How do I track the status of my orders?

To track the status of our orders, login to your Account and then click on Order history.

 

How do I watch a class video?

To watch an online class video, login to your Account and then click on Downloads.  You can then click on the link to the class video to download it to your computer or mobile device or to stream the video.

 

How do I see my upcoming classes/webinars?

To view a list of your upcoming classes/webinars, login to your Account.  At the bottom of your account page is the list of your upcoming classes/webinars.

 

 

Product Returns

Can I return an item that I purchased?

Under most circumstances, yes.  If you decide that you need to return an item that you purchased, you may return it for a full refund the items purchase price.  The item must unused and in its original packaging and it must be within 30 days of the date of your order.  You are responsible for the return shipping costs. A restocking fee of 25% may apply.  Please refer to our Return Policy for full details.

 

Are there any items that are not returnable?

The following products cannot be returned:

  • Custom orders
  • Downloadable items including Videos, Online Courses, Audio, and E-books
  • CD’s (unless unopened in original packaging with security seal intact)
  • DVD’s (unless unopened in original packaging with security seal intact)
  • Printed materials, including manuals and books

 

Can I exchange an item that I purchased?

Under most circumstances, yes.  If you would like to exchange an item that you purchased, you may do so as long as the item is unused and in its original packaging and it is within 30 days of the date of your order.  You are responsible for all shipping costs.  However, if an item was custom ordered, it may not be exchanged.  Please refer to our Return Policy for full details.

 

How do I start the process for a return or exchange?

To start the return/exchange process, login to your Account and then click on Order history.  Click on the View button View Button next to your order to view the order details.  Then click on the Return button Return Button next to the item that you wish to return/exchange.  On the Product Returns page, validate the order information and product information, complete the reason for return section, check the box agreeing to our Return Policy and click the Submit button.

 

What happens next?

We review each request first to ensure that it meets our Return Policy.  If it does, we will send you an email with the details on how to ship the returned item to us.  Once we receive the item, we will process a refund or exchange right away.  For returns, your refund will typically arrive in your bank account within 1-3 business days after we process the refund.  Exchanges will be processed as a return of the original item and a new order.

 

 

Webinars & Workshops

How do I enroll in an upcoming live workshop or webinar?

To enroll in an upcoming class to our website, hover over the Education & Training menu option and choose either Webinar or Live Workshop to see the list of upcoming classes that we are offering.  Once you have decided which class you wish to take, select the date/time you wish to attend the class and click the Add to Cart button.  Then proceed to checkout, pay for your class, and we will send you a confirmation of your class registration and instructions on attending your class.

 

Can I cancel my registration in an upcoming live workshop?

Live workshop registration fees are non-refundable. Cancellations may be granted in special circumstances, on a case by case basis.  If you need to request to cancel your registration, please email sales@inclufit.com prior to the listed start date of the workshop.  Any cancellation requests received after the start of the workshop will not be approved.  All approved cancellations are subject to a $100.00 cancellation fee.  Please refer to our Return Policy for complete details on cancellations.

 

Can I reschedule my live workshop registration to another date?

Yes!  You may reschedule your workshop to a different date by emailing sales@inclufit.com.  Rescheduling requests received at least 10 days prior to the start date of the workshop will incur no rescheduling fee.  A rescheduling fee of $75.00 applies to any request received less than 10 days prior to the start date of the workshop.  Please refer to our Return Policy for complete details on rescheduling registrations.

 

Can I transfer my live workshop registration to another person?

Yes!  You may transfer your registration to another person at any time prior to the start of the workshop by emailing sales@inclufit.com.  A $75.00 transfer fee applies to all transferred registrations.  Please refer to our Return Policy for complete details on transferring registrations.

 

Can I cancel my registration in an upcoming webinar?

Yes!  If you need to cancel your registration, you may do so at any time prior to the start of the webinar by contacting sales@inclufit.com.  A $15 cancellation fee applies to all cancellations.  No shows are non-refundable for any reason.   Please refer to our Return Policy for complete details on cancellations.

 

Can I reschedule a live webinar to another date?

Yes!  You may reschedule your webinar to a different date by emailing sales@inclufit.com.  You may reschedule your webinar at any time prior to the start of the webinar at no cost.   A rescheduling fee of $15.00 applies to any request received after the start of the webinar.  Please refer to our Return Policy for complete details on rescheduling registrations.

 

Can I transfer my webinar registration to another person?

Yes!  You may transfer your registration to another person at any time prior to the start of the webinar by emailing sales@inclufit.com.  A $15.00 transfer fee applies to all transferred registrations.  Please refer to our Return Policy for complete details on transferring registrations.

 

Can I earn CEC’s?

Some of our courses are eligible for continuing education credits (CEC’s) from various health and fitness certification organizations. For courses that are eligible for CEC’s, the certifying organization and number of credits are listed in the course description.  

 

 

Product Warranties

What do I do if my product is defective?

IncluFit offers a 1-year warranty on all products.  In cases where the manufacturer includes a warranty card or an extended warranty, contact the manufacturer directly for complete details.