Frequently Asked Questions

Delivery and Install

Answer: Our “White Glove” delivery and install service assures that this process is seamless and hassle-free. Our installers will call you to set up a time to assemble and install your equipment and clean up any excess material.

Answer: We will bring your order through the front door. Threshold Drop Off does not include bringing the equipment upstairs, unboxing, or installation.

We will bring items in your order into a room of your choice, unbox them, and remove any debris. You will be responsible for installing the product.

Answer: Haul Away is an additional service for a fee. We will remove an existing piece of equipment from your home and properly dispose of it. We will only haul away one piece of equipment per product purchased.

Please contact consumerproducts@lifefitness.com or chat with us prior to placing your order if you’re interested in Haul Away services.

Answer: Orders delivered through UPS are usually left outside of your doorstep and don’t include any installation services.

Answer: Yes. You will receive an email notification when your order ships. If your order is being shipped via White Glove Delivery & Install, Room of Choice Delivery, or Threshold Drop Off, you will be contacted to schedule your delivery date and time after your order arrives at its designation distribution point.

Answer: You can find an estimated shipping time of each product on the product pages. Keep in mind — this number varies on location, customization, inventory, etc. for each customer. We will continuously strive to get our customers their equipment as fast as possible. Your entire order will be shipped at the same time. Expected ship date will be determined by the product with the longest lead time.

Answer: It depends on your specific location. You can find an estimated delivery time of each product on the product pages. Delivering to remote areas may take significantly longer and cost more because of delivery fees, brokerage fees and other applicable duties.

Answer: You can purchase Life Fitness products from a distributor in your region. Follow this link to locate a distributor in your area: www.lifefitness.com/en-us/find-a-distributor

Answer: Yes, that option is available for Illinois residents. We don’t recommend it because our equipment is heavy and bulky, so it’s easier for you to have our trained professionals deliver and assemble it. If you do live in Illinois, there is a $50 fee per item for pick up. To coordinate your pick up at our Illinois warehouse, contact consumerorders@lifefitness.com after placing your order. You’ll then be responsible for loading, transportation and assembly of your product.

Answer: Yes, during White Glove Install of an order. However, we will not move your equipment after the initial delivery.

Customer Service and Support

Answer: If you bought your product from Life Fitness, then we’ll service your product free of cost if it’s still under warranty. Email us at customersupport@lifefitness.com with your product serial number ready, and we’ll help find the best solution for you. The warranty can only be applied to the original owner and is non-transferable. Also, the warranty is voided if you take your unit outside of the U.S./Canada.

Whether you purchased equipment directly from Life Fitness or one of our authorized dealers, you can register your products by filling out the form at https://www.lifefitness.com/en-us/request-service/product-registration

Credit Cards and Payments

Answer: Yes, Life Fitness offers financing on orders $250+ with Affirm.

Learn about how to finance with Affirm: https://shop.lifefitness.com/pages/financing

Order Cancelling and Returns

Answer: Yes. Prior to shipment, you may cancel your order for a full refund. Cancellations after the order ships are subject to Return Policy restocking fee(s) based on product type. 

To cancel an order, please email: consumerorders@lifefitness.com or call: 800-527-6065 // Prompt 5 then Prompt 2 

Review our complete Return & Cancellation Policy here: https://shop.lifefitness.com/pages/return-policy

Answer: Yes. You may return cardio and strength equipment within thirty (30) days of delivery for 100% of product purchase price less restocking fee(s).  

You may return unused accessories in new condition within thirty (30) days of delivery (e.g. dumbbells, plates, barbells, foam rollers). Return shipping costs are the responsibility of the customer.  

Original shipping and installation charges incurred on your purchase aren’t refundable as part of your return or exchange.  

Review our complete Return & Cancellation Policy here: https://shop.lifefitness.com/pages/return-policy

Answer: Yes. Life Fitness will honor sale pricing on orders placed within 7 days of a sale that have not yet shipped.

Commercial Products and Competitive Pricing

Answer: Life Fitness offers a broad range of commercial-grade cardio and strength fitness equipment for home. If you would like to purchase equipment not listed in the shop, please email consumerproducts@lifefitness.com

Answer: We sell our products to authorized retailers, who can then sell our equipment at competitive pricing. If you’re unsure of the retailer’s credibility, visit our authorized dealers list to make sure you’re not doing business with an unauthorized retailer. Follow this link to find an authorized retailer near you: www.lifefitness.com/en-us/details/find-a-store-36614