When you purchase from Truefitness.com, you have the following shipping options:
After the placement of your order, a TRUE Fitness Customer Service representative will contact you via email to book a date and time to pick up your order.
Local pick-up hours by appointment are Monday through Friday, 12 – 4 p.m. Central Standard Time. The pick-up location is 865 Hoff Rd, O’Fallon, MO 63366 — you can pick up your order by going to the farthest west end of the front of our building at the drive-up dock door. The purchaser is responsible for installation.
The TRUE product is unloaded and delivered curbside to the end of your driveway. The driver will not deliver the product inside your residence or inside your garage. You are responsible for unpacking and assembling the unit*.
TRUE highly recommends that you consider the professional assembly and installation of your TRUE exercise machine. With Delivery & Installation, there are two options: first floor and all other floors. For first-floor delivery and installation, the product is delivered inside your residence on the first floor and placed in the room of your choice. For all other floors except the first floor, the product is delivered inside your residence on a different level (e.g., basement, second floor, third floor, etc.) and placed in the room of your choice.
When selecting installation, an authorized TRUE installer will arrive at an agreed-upon date and time to assemble your product. All debris will be removed from your home. Once you place the order a customer service representative will reach out and schedule the delivery and installation of your product. Please read below for more details on what to expect with this option.
*Please note that assembling the unit yourself may result in a voided warranty. If you choose to assemble the unit yourself, any service issues that occur due to a miss-installation will not honor the labor or parts warranty until the issue is fixed by an authorized TRUE service technician.
To maintain your full warranty, contact our customer service line at 800.883.8783 to speak to a service provider and have them walk you through the assembly process.
Limits: True Fitness Technology, Inc. (“True”) ships orders within the continental United States of America. Some products are limited in availability in some areas due to agreements with our retail partners and/or limitations on delivery and assembly availability.
Products may be returned in their original, new condition and in original packaging within 30 days of invoice date for a refund or exchange. An RMA (Return Merchandise Authorization) must be obtained before returning any order. Returns that do not have an RMA and the RMA number clearly written on the outside of the shipping container will be refused and returned to the shipper. The refund will be based on the purchase price of the item in question. The refund does NOT include shipping charges and fees, which are non-refundable. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order. All refund my take up to 10 business days to process.
An order can only be canceled if the product has not been processed and shipped.
Under no circumstances will an RMA be issued for returns more than 30 days of the invoice date. An RMA is valid for 15 days from the date of issuance it is essential to return any products in a timely manner once an RMA has been issued. Octane reserves the right to reject any returns with an expired RMA at TRUE’s sole discretion.
It is the customer’s responsibility to contact our customer service department if a defective or faulty product is sent in order to get service scheduled or a replacement. TRUE’s policy is to work quickly to take care of any warranty issues.
All returns must include a copy of the original invoice sent to you inside the package and a note explaining the issue. TRUE takes no responsibility for damaged, lost, or misdirected shipments. Please package your return carefully to avoid damage and insure your shipment. Credit card payments will be refunded via a credit that will appear on your statement upon a successful return. This credit can take 7 business days to post to your statement; this depends on your bank or Credit Card Company. If you have any questions regarding your order, feel free to contact us.
All returns should be shipped to:
865 Hoff Road
O’ Fallon, MO 63366