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Customer Service - Gorila Fitness

Customer Service

FAQ, RETURN & EXCHANGE

What is your return policy?+

Merchandise can be returned within 30 days of the order ship date for a full refund to the original payment method, or after 30 days with a 30% restocking fee. Sale items must be returned within 14 days. Please use our online return portal to print a postage-paid label.

Please allow approximately 2-3 weeks from the time you mail your item for the return to be processed. Returns made after 30 days from the shipment date will incur a 30% restocking fee, which will be deducted from the due refund. An administrative fee of CA $10.00 will be deducted from the refund for items weighing less than 15kg and a fee of CA $25.00 for items over 15kg.

Original shipping fees are non-refundable. Ensure to return items in compliant and secure packaging using the original shipping box or bag; attaching the return label directly to the merchandise may result in additional charges. Once your return is processed, it may take an additional 7-14 days for the refund to appear on your card. In case of a change to your credit card, the issuing bank will route the refund to your new card. You will receive email confirmation once your return has been finalized and the refund has been issued to your initial payment method.

Does free shipping apply to every order?+

No. Free shipping is available but there are some exceptions. Please check our Shipping & Delivery section for more details.

Is it possible to modify or cancel my order?+

Orders begin processing immediately and may not be modified or canceled. For made-to-order items, you have a one-day window for corrections. Contact customer service promptly for assistance.

What are the accepted payment methods?+

We accept Visa, MasterCard, American Express, and Gorila Fitness Gift Cards. For corporate and large orders, additional payment methods may be available.

Why is my item on hold?+

Items may be on hold because they are yet to be received at our distribution center or they are awaiting restocking due to high demand. Your estimated shipping date will be indicated in your basket.

How can I return or exchange my order?+

Unfortunately, we do not offer exchanges. For returns, please initiate the process through our online return portal, which will provide you with a postage-paid label.

How long will it take to process my return?+

Please allow approximately 2-3 weeks from the time you mail your item for the return to be processed. Once your return is processed, it may take an additional 7-14 days for the refund to appear on your card. In case of a change to your credit card, the issuing bank will route the refund to your new card. You will receive email confirmation once your return has been finalized and the refund has been issued to your initial payment method.

What if I lose my order slip?+

If you lose your order slip, please write down your order number, your name, full address, and the name of the returned item on a piece of paper. Include this information in the box with the item you are returning.

Does Gorila Fitness offer price adjustments?+

Yes, we offer a one-time price adjustment if an item you purchased goes on sale within 14 days of shipment. Contact us within 14 days of your order to request this adjustment.

What happens if my item is damaged or defective?+

If your item arrives damaged or defective, we're here to help. Promptly email us clear photos of the damage at [email protected], including a detailed description and your order information. In the event the damage is attributable to us, we will expedite a warranty order to resolve the issue swiftly. Should the damage result from the carrier's handling, we will assist in filing a claim for reimbursement on your behalf, which may take additional processing time. Rest assured, we are committed to finding a satisfactory solution for any problems you encounter.

What if my package gets stolen on my front porch?+

Once delivery is confirmed by the shipping carrier, the package becomes the responsibility of the recipient. If you're not home, consider having it shipped to your office or a place where someone will be available to receive it.

Are there any items that cannot be returned?+

Certain items such as custom-made or personalized products cannot be returned. We recommend reviewing our return policy for a detailed list of non-returnable items.

How do I care for and maintain my Gorila Fitness equipment?+

To ensure the longevity and optimal performance of your fitness equipment, adhere to the following material-specific care instructions.

For steel components, use a damp cloth to remove any dirt and sweat post-use, apply a mild detergent for a deeper clean, and use silicone-based lubricant for moving parts; store in a dry area to avoid rust. Rubber elements should be gently cleaned with a mild soap and dried thoroughly to prevent slipping, without using harsh chemicals. Upholstered sections can be maintained with fabric cleaner, and any sweat should be wiped off immediately; check for and repair tears promptly.

Can I order items that are currently out of stock?+

Unfortunately, we are unable to accept orders for items that are out of stock. If the product page does not display a quantity available, this means the item is not currently in stock. Please note that sometimes an item may be marked as 'In-Stock' due to system updates, but if there is no quantity listed, it is not available for purchase. We recommend checking back regularly for inventory updates or signing up for a stock alert if this feature is available on our website.

Do you ship internationally?+

We currently ship exclusively within Canada and the USA. For more details on shipping options and associated costs, please visit our Shipping & Delivery section.

What should I do if I have a problem with my order?+

If there is any issue with your order, please contact our customer service team immediately. We are committed to resolving any problems as quickly as possible.