Customer Service

CANADA

The online store Gorila Fitness offers a shipping service to Canada via Poste Canada, Fedex or LTL carriers. Make sure the details in the "delivery address" are accurate. The cost of shipping is automatically calculated when you place an order, although calculation mistakes happen so please be sure to contact us if delivery cost seems too high. If the system is unable to calculate shipping costs for your order, please do not hesitate to contact us by email or to call us.

You will receive your order within 5-7 days from the date of payment. Steel items can take up to 15 business days to ship depending on the item, you can find more information on the product's page. Some steel items could take up to a month from payment to delivery, taking into account production and shipping delays.

Oversized items will be palletized and ship LTL. Please note that Gorila Fitness is not responsible for packages unclaimed, expenses related to reshipping or costs related to the return or returns.

Gorila Fitness is not a retail store. There is always a possibility for local pick-up (at the HQ only, in Chambly, Quebec) for small or large order but you would have to contact us in order to get an appointement. The process of local pickup may take up to 7-14 business days. We will contact you by phone or email to let you know when your order is ready to be picked up. If you have selected a pick up at the HQ please wait for our team to contact you by phone or email with a pick up date.

• 1999$ or less Orders will ship for a 100 to 250$ flat rate to the selected location.
• 2000$ or more Orders will ship for free to these selected locations.
  

Canada Only. Please note these ARE NOT Gorila Fitness warehouses, YOU CANNOT BUY OR EXCHANGE DIRECTLY AT THESE LOCATIONS. If you need information on your order please contact Gorila Fitness customer service directly, NOT the pick up location. Shipping time to one of these locations will add up to 7-14 business days to the usual shipping time as we have to consolidate your order with other customers orders. Make sure you have your receipt in hand for a pick up in these locations. If you have selected a pick up in one of these locations please wait for our team to contact you by phone or email with a pick up date. Once you have a date, be sure to pick up the right day since your order will only be kept on site for 48 hours before it's returned to us and you will be responsible for any additional delivery charges. You also have to make sure you have the right car or equipment to pick up your order, if you want information about the dimension or the items please feel free to contact our customer service. We suggest you call the pick up location to verify business hours for pick ups as they can differ.

Make sure nothing's missing or damaged before leaving with your items. If something is missing or damaged, tell the depot to make note of it, bring the items with you and contact us right away by phone or emails. We will take care of the exchange or mistake as soon as possible.

Gorila Fitness offers a 5% discount on whole website for Canadian military officers, law enforcement officers & first responders. All you have to do is:

1. Create an account on our website with a valid email address.

2. Send an email to our team at info@gorilafitness.ca from the email address you used to create the account. Important: Include a valid proof in attachment.

Our team will switch your account to a "military", this step could take up to 7 business days. You will not receive a confirmation.

Exceptional COVID-19 policy from March 17th, 2020 onward:

If you did not receive your order and:

A. Your order status is « processing », you can still cancel or modify it, call our team for the fastest reply.*

B. Your order status is not « processing », you will not be able to cancel or modify it.*

If you received your order and:

A. The product arrives in good shape, has no structural defect and is a standard product (color, dimensions, options), and the customer simply does not want the item, the customer will have 14 days to warn us and return the item in its original condition and packaging. The customer will pay to ship back to Gorila and will be responsible for proper packaging and all shipping costs in order to receive a refund. Pass the 14 days point, the customer can still return the item but will be refunded the original sales price minus a 30% restocking fee. Item(s) must arrive at Gorila in good, salable condition before a refund can be given.*

B. The product arrives in good shape, has no structural defect and is a custom product (color, dimensions, height, options) and the customer simply does not want the item, no refund will be given. Custom equipment is built specifically for an individual in his/her needs or wants, which are outside of the standard line and availability. Custom pieces generally take more time and are more costly to design, oversee and produce. If the product is used (standard or custom) has no defect, and the customer simply does not want the item, no refund will be given.*

*Standard 30% restocking fee may apply.

Exchanges are done at our Headquarters in Chambly, Quebec or by mail (shipping charges are the customer's expense). You must contact us before any product exchange. 

Defective goods must be returned to Gorila Fitness HQ for warranty repair or replacement. Contact us before returning any product.

Your satisfaction is 100% guaranteed and we stand behind every customer and every sale. If you are not happy with anything, contact us immediately and we will make it right. We strive to ship any in-stock products the same or next business day and if we cannot for any reason, you will hear from us immediately.

For warranty questions or issues, please contact us at info@gorilafitness.ca or at +1 (866) 499-4284. All inquiries will be handled within 48 hours.

RECEIVING YOUR ORDER - INSPECTION
Please do an initial inspection of products and package upon receipt of goods. Any shortage or damage must be indicated clearly on the carrier’s delivery receipt.

CLAIM
If the product is damaged because of shipping, please make a note of it with the shipping company, or call us immediately. Check carefully the outside appearance of the package. Did it arrive in good condition? If not, take a picture if possible, while still in the box or pallet. Proceed from there carefully and check the equipment. We can arrange a replacement, repair or other solution to fit the customer’s needs. All pieces are handled by human hands, and mistakes do happen.

WARRANTY
Gorila Fitness offers a Lifetime Warranty on all structural steel material, equipment frames, and welding integrity when used as intended as applicable to the original purchaser (non-transferable). Paint / Powder Coating / Upholstery is warrantied for 90 days after receipt or order as applied to the original purchaser (nontransferable). Moving parts are warrantied for 1 year as applicable to the original purchaser (non-transferable). Warranty items are subject to inspection by Gorila in order to determine if warranty-voiding abuse, neglect, or misuse is present. Third Party Warranties: For those products provided but not manufactured by Gorila as warranted by the original manufacturer, such original manufacturer’s warranty applies solely. The customer bears the responsibility of contacting Gorila with the pertinent information as the condition of the equipment. If the issue is determined to be covered under warranty, Gorila will be responsible for replacement of defective products/parts. Gorila will supply return packaging and shipping.

If a warranty-voiding situation is present, repairs can still be done on a labor and materials required basis. A written estimate and bill will be provided to the customer before non-warranty repairs are done. Customer bears costs of packing and return shipping on any non-warranty situations.