Need to return an item? Start a return request within 30 days of delivery.
Return eligibility depends on the product, supplier, item condition, packaging, shipping method, and return authorization.
Returns at a glance
Before starting a return, please review the main requirements below:
- Return request window: Eligible return requests should be submitted within 30 days of delivery unless different product, quote, or supplier-specific terms apply.
- Approval required: Returns must be reviewed and authorized by Gymbuild before anything is shipped back.
- Condition matters: Items generally must be unused, undamaged, unmodified, and in new or like-new condition.
- Packaging matters: Products should include the original packaging, pallets, parts, hardware, manuals, accessories, labels, and materials.
- Fees may apply: Return shipping, restocking fees, freight fees, original outbound shipping costs, repackaging fees, supplier charges, or damage deductions may apply.
- Damage and missing items: Delivery issues should be reported as soon as possible and ideally within 3 days of delivery.
Return policy overview
Gymbuild works with fitness equipment brands, suppliers, and warehouse partners to fulfill orders. Some products ship by parcel carrier, while larger or heavier equipment may ship by freight carrier.
Return eligibility, return shipping requirements, restocking fees, supplier rules, and refund timing may vary by product, supplier, condition, and shipping method. Before sending anything back, you must submit a return request and receive return instructions from Gymbuild.
Return window
Eligible return requests should be submitted within 30 days of delivery. Some products may have different return requirements, return windows, or exclusions based on the product page, quote, supplier-specific policy, product condition, packaging, shipping method, or order type.
Submitting a return request does not automatically approve the return. Gymbuild will review the request, product type, order details, supplier requirements, item condition, packaging condition, and shipping method before providing next steps.
How to start a return
To request a return, please use our Start a Return form.
Please do not ship an item back until Gymbuild has reviewed your request and provided return authorization and return instructions. Items returned without approval, missing required information, or sent to the wrong location may be delayed, refused, returned to sender, or ineligible for refund.
Return eligibility
To be eligible for return, items generally must be unused, undamaged, unmodified, and in new or like-new condition. Items should include all original packaging, parts, accessories, manuals, hardware, labels, pallets, and materials.
Some products may only be eligible for return if they are unopened and still in their original packaging. Other products may not be eligible for return once opened, assembled, installed, used, damaged after delivery, missing packaging, or missing components.
Return eligibility may also depend on the supplier or manufacturer handling the item.
Items that may not be eligible for return
The following items may be ineligible for return or may require special review:
- Items returned after the applicable return window
- Products that have been used, damaged, modified, altered, assembled, or installed
- Products missing original packaging, pallets, parts, hardware, manuals, accessories, or labels
- Items that cannot be safely repackaged for return shipping
- Special-order, custom, clearance, final sale, used, event, garage sale, or bulk order items
- Products refused at delivery without prior approval from Gymbuild
- Items returned without authorization or to the wrong return location
- Products damaged due to improper use, improper assembly, improper packaging, or customer handling
Return shipping and fees
For approved customer-initiated returns, return shipping costs are generally the customer’s responsibility unless otherwise stated by Gymbuild.
Because Gymbuild offers free standard shipping on many orders, the original outbound shipping cost may still be deducted from a refund when required by the supplier, carrier, or return situation. This may apply even if shipping was shown as free at checkout.
Some returns may also be subject to restocking fees, repackaging fees, freight charges, carrier fees, refused shipment fees, supplier charges, damage deductions, or other return-related costs. Fees may vary by product, supplier, condition, and shipping method.
If a return is approved, Gymbuild will provide the return address, shipping instructions, and any available information about applicable fees before the item is returned.
Freight returns
Large or heavy fitness equipment may require freight return shipping. Freight returns can involve special packaging, palletizing, carrier coordination, pickup scheduling, and inspection requirements.
For freight returns, the product must be packaged safely for transit. If the item is not properly packaged, the carrier may refuse pickup or the item may be damaged in return transit. Damage caused by improper return packaging may reduce or prevent a refund.
Do not attempt to return freight items without written return instructions from Gymbuild.
Refunds
Refunds are reviewed after the returned item is received and inspected by the supplier, warehouse, manufacturer, or Gymbuild when applicable.
If the return is approved after inspection, the refund will be issued to the original payment method, less any applicable return shipping costs, original outbound shipping costs, restocking fees, supplier charges, freight fees, damage deductions, or other approved deductions.
Refund timing may vary based on return transit time, warehouse receiving, inspection timing, supplier processing, and payment provider processing. Your bank or payment provider may require additional time to post the refund after it is issued.
Exchanges and replacements
Gymbuild may offer a replacement, replacement part, exchange, refund, store credit, or another resolution depending on the issue, product, supplier, and item availability.
For damaged, missing, defective, or incorrect items, please do not start a standard return request. Use the appropriate support form so our team can review the issue correctly.
Damage, missing items, or delivery issues
If your order arrives damaged, has missing items, or has a delivery-related issue, please use our Report Damage or Missing Items form.
Damage, missing items, shortages, and delivery issues should be reported as soon as possible and ideally within 3 days of delivery. Some supplier, manufacturer, warehouse, or carrier claim windows are very short, and delayed reporting may limit available resolutions.
When reporting an issue, please keep all related materials available and be ready to provide:
- Photos of the product and damaged areas
- Photos of the packaging, pallet, carton, and shipping labels
- Order number and tracking information
- Part numbers, missing item details, or quantity concerns when applicable
- A short description of what happened or what appears to be missing
Please do not discard packaging, pallets, labels, damaged parts, or related materials until Gymbuild has reviewed the issue and provided next steps.
Inspecting freight deliveries
Freight deliveries require extra care because carrier and supplier claim windows can be short.
- Inspect the shipment before signing the delivery receipt whenever possible.
- Check the packaging, pallet, carton condition, visible product condition, and number of pieces delivered.
- Note visible damage, shortages, or delivery issues on the delivery receipt when possible.
- Take photos before unpacking if the packaging, pallet, or product appears damaged.
- Report damage, shortages, or discrepancies to Gymbuild as soon as possible.
If the shipment appears severely damaged, contact Gymbuild before discarding anything or attempting to return the product.
Incorrect items
If you believe you received the wrong item, wrong quantity, or an incorrect shipment, contact Gymbuild promptly and do not use, assemble, install, modify, or discard the product or packaging.
Gymbuild may request photos of the product, packaging, labels, packing slip, or delivered items to help verify the issue and coordinate a resolution.
Order cancellations
If you need to cancel an order, contact Gymbuild as soon as possible. Cancellation requests are time-sensitive and may not be possible after an order has entered fulfillment, been processed by a supplier, or shipped.
- Before fulfillment: We will do our best to cancel the order before it is processed or shipped.
- After fulfillment begins: Cancellation may not be possible once the supplier, warehouse, or carrier has started processing the order.
- After shipment: Orders that have shipped are generally handled under the applicable return process.
- Special orders: Custom, special-order, made-to-order, clearance, final sale, or bulk orders may not be cancelable once processing begins.
For more information, please review our Cancellation Policy.
Warranty-related issues
Warranty coverage is handled under the applicable manufacturer’s warranty terms. Warranty eligibility, coverage, exclusions, parts availability, and claim requirements may vary by brand and product.
For warranty concerns, please use our Warranty Support form.
Questions about returns or damages
If you have questions about a return, damage claim, missing item, or delivery issue, contact Gymbuild before sending anything back.
Email: support@gymbuild.net
Phone: +1 (844) 425-3710