WARRANTY PARTS & DEFECTIVE ITEMS
If a shipped item arrives and appears to be damaged, please fill out the online claim form at HAMBRICKTRAVEL.COM
If an item is defective, DO NOT simply send it back to us. Send pictures / videos to KarenMitchell4768643@gmail.com and ROBOCRAFT LLC will assess and evaluate the situation to make sure that the item is defective and not improperly assembled or misused.
Please note that ROBOCRAFT LLC 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. ROBOCRAFT LLC 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. ROBOCRAFT LLC 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.
ROBOCRAFT LLC reserves the right to (i) send parts and (ii) replace a defective part.
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.
SHIPPING
Our policy of shipping within 5-10 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 ROBOCRAFT LLC does everything in our power to ensure that customers receive their packages as quickly as possible.
Shipping to a Different Address
We allow shipping to an address other than your billing address! Simply enter the billing and shipping addresses on checkout and ensure the billing details match your banking institution to avoid any checkout errors.
Carriers
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.**
Oversized Items
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.
Tracking
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
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.
Multi-Box Shipments
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.
Restrictions
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.
