FREQUENTLY ASKED QUESTIONS (FAQ)
SECTION 1 – SHIPPING & DELIVERY
Where can I track my item(s)?
We currently do not have any tracking system in place at this time and are working towards making one happen!
Where are you located?
We're happily based in Montreal, Canada- That's Smack Dab in the middle of maple syrup country!
Where do you ship from?
Flexis Fitness has it's own warehouses in Montreal, Vancouver, California and New Jersey with our most popular products stocked for FAST DELIVERY! Flexis Fitness also partners with global merchants and artisans in order to provide you the best prices and the most interesting products.
This means that a part of your order may be shipped from global areas such as Thailand, Tibet, China, India, etc.
Because we ship some of our products directly from our partners in these countries, your item may take 2-4 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way :) Items you purchase that we carry in our Canadian or US warehouses usually take 4-5 business days to reach your home.
Why have I not received my item(s)?
Items you purchase that we carry in our Canadian or US warehouses usually take 4-5 business days to reach your home. If your item(s) need to be shipped directly from one of our partners, your item may take 2-4 weeks to arrive (depending on where they are located). Please do not panic if it does not show up immediately, it's on its way :)
**The Item Guarantee Period lasts 8 weeks and the buyer may be eligible for a reshipment of the order should there be a problem.
Who delivers my item(s)?
Your items are delivered by our fulfillment centers and will usually get to you via the local postal service in your location.
What time are deliveries usually made at?
Delivery times vary depending on your local postal system, they are usually made during business hours. (Monday to Friday, 9am-5pm)
What happens if no one is at home?
Not to worry, if your items are small enough they will be left in your postbox and if the postman does not have access to your postbox, it will usually be left at your local post office for you to pick up!
Unreceived Confirmation Email
If you have not received any emails from us confirming your purchase, let us know immediately via email or our contact form with your full name/shipping address name and we would help sort this out as soon as we can.
Sometimes our emails may end up in your spam/junk or other folders and we would like to ask you to check them before contacting us.
Unable to view email properly
If you are unable to view the email from us properly, do get in touch and we will resend you the email.
SECTION 2 – RETURNS, EXCHANGES & REFUNDS
I don’t like my item, can I return it?
Returns are accepted as long as they do not exceed 14 days of the buyer receiving the item. However, all returns made should be in perfect condition and the return postage be paid by the returner. Proof of postage should then be emailed to us as proof of delivery.
**Promotional/sale items are not eligible for returns.
Will you refund me the shipping costs?
Depending on the item and reason, refunds are available to those who qualify.
Can I return the item and change it with something else?
Provided that the returned item is in a perfect condition, exchanges are possible. Please drop us an email and we will work something out for you.
What is your refund policy?
All items bought may be returned and/or refunded by the buyer, subjected to the discretion and approval of the management, given the following conditions:
Exclusions apply to promotional (free) items.
Request(s) for returns are accepted within 14 working days from delivery.
All items must be returned in their delivered state, along with all of its parts and tags.
Damaged/defective/wrong items may be exchanged, depending on the sole discretion of the management.
Cancellation of items/orders may be made prior to the completion of orders and the management reserves the right to refuse any cancellation made after shipment of the item(s) and/or after 2 hours of the initial purchase.
The return fee will solely be rendered by the buyer.
The management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of the firm.
The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund.
Any change of addresses are subjected to the management's approval and orders that are shipped/completed are strictly non-editable.
Any reshipment of items done must correspond to the address found in the initial order and cannot be changed nor substituted with another address, design or brand of the item. The management reserves the right to refuse reshipment based on incorrect addresses and are not liable for the inaccuracy of address as provided by the buyer.
How long do refunds take?
Refunds may take up to 14 working days, depending on the system you paid with.
I still haven't received my refund, what's up?
If it is after 14 business days, please notify us immediately via email. We will help sort something out for you.
What do I do if I have received a damaged item?
If you have received a damaged item, please let us know immediately and you will be given a choice of replacement items.
Can I return a damaged item?
Unfortunately, we do not accept any returns for damaged items at this time. However, a reshipment option is available should you wish to avail this option.
**We are not responsible for any damages caused by wear and tear, submergence into water nor if the item does not fit due to sizing reasons.
SECTION 3 – ORDER CHANGES
I have changed my mind about my item, what do I do?
If you have changed your mind about your order, please email us ASAP to change the order and we will help sort something out. Please note that any order changes will need to be done within 2 hours of the initial purchase.
I messed up my delivery address, what do I do?
Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we would update your details for you.
What about my billing address?
Billing addresses are currently non-editable to prevent and minimize fraud from happening. Please note that all details entered and submitted to us are final.
Change of address after receiving confirmation of shipping
Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.
Can I still change my item after receiving the email confirmation?
Unfortunately, no. All items that have left our warehouse are final and not changeable.
SECTION 4 – IMPORT TAXES & DUTIES
What happens if I am charged with import duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
The store cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
SECTION 5 – OTHER
Why do you have some items for free?
We have a strong belief that fitness should be affordable. We often run temporary promotional free item campaigns where you will just pay for shipping and we then can do a mass fulfillment process to make this possible, similar to a Kickstarter campaign. We get value in cross-selling and hopefully having you come back to us in the future.
Partnerships & Sponsoring
We currently do not carry out any sponsorships or partnership programs at this stage. However, if you do have any good ideas, do give us a shoutout and send us an email!
SECTION 6 – CONTACT INFORMATION
Any other questions can be sent to Alexis directly at email@example.com.