How Can We Improve Your TRUE Experience?

The Product Serial Number can most commonly be found in the following places or refer to your modals warranty card or owner’s manual for specific locations of serial numbers:

• Stretch Station: On the back of the footplate at the bottom of the machineStrength Gym: On the back of the main (central) mast assembly
• Bikes: On the bottom of the frame. Tilt machine to view serial #
• Traverse Lateral trainer: On the bottom of the frame. Tilt machine to view serial #
• Consoles: On the lower user’s right-hand side of the console cabinet
• Elliptical and Spectrum: User’s front right cross-frame
• Treadmills: Front where the power cord enters the machine
• Alpine Runner: In-between the running frame and subframe located on a cross member on the user’s left-hand side

Residential units are for home use only. They are designed to give your family years of trouble-free use. Retail units will often have a greater number of workout programs and user profiles than their commercial counterparts. Retail equipment has been optimized to work in the home setting and meet your family’s needs. Commercial units are used in gyms or higher-use facilities. They are typically larger and have been designed with premium materials and components for years of 8-plus hours of use per day. Commercial units may have a more streamlined offering of workout programs and user profiles compared to their in-home counterparts. TRUE Fitness may offer extended warranties for commercial cardio equipment when used in a retail environment.

To ensure your product warranty remains in effect, TRUE Fitness recommends only using TRUE Silax™ Lubricate on your treadmill. Silax™ Lubricant is specifically formulated and tested to work with TRUE Fitness walking belts and decks. To obtain pre-measured packets of TRUE Silax™ lubricant, call TRUE’s parts and service team at (800) 883-8783. We are available Monday – Friday, from 8:30 am – 5:00 pm CST.

Full instructions for treadmill lubrication can be found in your owner’s manual in the chapter “Care & Maintenance.” Regular quarterly belt and deck lubrication will keep your TRUE Fitness treadmill running with peak performance and reduce the cost of ownership by keeping power consumption low.

Full instructions for walking belt alignment and tensioning can be found in your owner’s manual in the chapter “Care & Maintenance.”

TRUE Fitness designs all equipment to provide years of use with minimum maintenance to keep the equipment operation safe and efficient. Complete instructions for your specific TRUE equipment can be found in your owner’s manual in the chapter “Care & Maintenance.”

First, record which error messages occurred. A captured photo of the display is often helpful. To clear the error code, you must cycle the unit power switch off for 30 seconds and back on to clear the displayed message. If the message comes back, contact TRUE’s parts and service team at (800) 883-8783 or email us at [email protected], the dealer you purchased your unit, or an authorized TRUE service provider.

If you bought your product from TRUE Fitness, we can provide service at no cost as long as the unit is still under warranty. Call the TRUE Fitness technical service team at (800) 883-8783 or e-mail [email protected] and have your product serial number available. If you bought your product from an authorized distributor/dealer, they can provide service at no cost if the unit is still under warranty. Contact your selling dealer or use our dealer locator located at truefitness.com to find an Authorized Dealer near you.

TRUE Fitness has partnered with Flex to allow you to use your Health Savings Account (HSA) or Flexible Spending Account (FSA). This means you can now use your HSA or FSA debit card to buy TRUE Fitness products with pre-tax dollars, resulting in net savings of 30-40%, depending on your tax bracket.

To use your HSA or FSA debit card, add products to your cart as usual. At checkout, select “Flex | Pay with HSA/FSA” as your payment option, enter your HSA or FSA debit card, and complete your checkout as usual.

If you don’t have your HSA or FSA card handy, still select “Flex | Pay with HSA/FSA” as your payment method. Enter your credit card information and Flex will email you an itemized receipt to submit for reimbursement.

HSA/FSA cards are debit cards, and the most common reason for declines is insufficient funds. Reach out to your HSA/FSA administrator to confirm your balance.

Please email [email protected] for assistance.

Please check your spam folder, as sometimes emails from [email protected] may be automatically filtered as spam by some email service providers. If you still can’t find it, please email [email protected] and let them know the email address associated with your order.

No, unfortunately, this isn’t a supported feature right now. If there are insufficient funds in a single HSA or FSA account, you can instead enter a credit card on the Flex checkout page. You will receive an itemized receipt and/or Letter of Medical Necessity from Flex, which you can submit for reimbursement.

Thanks for reaching out, and apologies for the discrepancy. Please email [email protected] for assistance.

Sales tax for eligible items is also covered by HSA/FSA funds. If the customer has a split cart, the tax will be divided among the cards based on the items.

In order to qualify to use your HSA or FSA card for TRUE Fitness products, the IRS requires you to have a Letter of Medical Necessity. TRUE Fitness has partnered with Flex to enable asynchronous telehealth visits as part of our checkout. Within 24 hours of your purchase, Flex will email you both an itemized receipt.

You should keep it on file for at least three years in the event of an IRS audit of your HSA or FSA account. Occasionally, FSAs may ask for the Letter to confirm the eligibility of your purchase.

Please email [email protected] and they will reach out to their telehealth team to reprocess and send your corrected Letter of Medical Necessity.

Thanks for letting us know! This may be a time zone issue. Please email [email protected].

Generally, we’re not able to accommodate one-off requests, but please email [email protected] for assistance.

We strongly recommend checking with your HSA/FSA provider to see if a purchase is eligible prior to completing the purchase. However, if you believe your claim has been wrongly denied, please send over any response from your HSA/FSA provider to [email protected] and receive guidance on the next best steps to take. Please note that employer-sponsored FSAs can determine what products are eligible beyond the IRS’s guidelines, so it’s extremely important to check prior to purchase.

The ability to apply for FSA reimbursement in a future calendar year depends on the policy of the specific FSA provider. Most FSA administrators require that the purchase be made during the time of coverage. For example, if the FSA coverage is for 2025, all purchases typically need to be made and/or submitted for reimbursement within that coverage period.

However, some administrators may have more flexible rules regarding the timing of when the expense occurred. We recommend that customers review their plan policy to confirm the details.

Note: Health Savings Accounts (HSAs) are different and generally allow for reimbursement at any time, even in future years.

Unfortunately, for purchases made without using Flex in the checkout to receive an itemized receipt, it may be difficult to apply for reimbursement.

For Health Savings Accounts (HSAs), consumers can use an itemized receipt for reimbursement anytime after they have made the purchase, even if it is many years later.

For Flexible Spending Accounts (FSAs), most accounts require that the purchase was made in the calendar year during which the consumer had the FSA, as FSAs typically do not roll over. Some FSAs offer a buffer window, allowing customers additional time to submit receipts for expenses incurred during the previous calendar year.

For warranty registration, fill out our warranty registration form or email us at [email protected]. A copy of delivery or proof of purchase may be required for units two years or older.

Limited warranty applies to the product only while the product remains in the possession of the original purchaser and is not transferable.

Your TRUE Fitness warranty will still cover your parts warranty, although you may incur shipping charges on these parts. TRUE Fitness does not cover labor outside of the United States or Canada.

As a business selling products online, our prices change in response to inventory, promotions, and demand from customers. This does mean an item can change in price after someone has purchased it. Sadly, we’re not able to adjust prices or offer a refund or credit for the price difference.

An order can only be canceled if the product has not been processed and shipped. You may choose to return the product once received. Please see details on returning a product .