Help Centre
Orders
What happens after you place an order
Gorila verifies orders manually. That matters because the business sells a mix of in-stock products, made-to-order steel, and larger project-based equipment. The usual flow is simple: order received, order processed, manufacturing when required, picking and quality check, then shipment or pickup notification.
Typical sequence
Received and processed first. Then manufacturing if applicable. Then picked, checked, and shipped or marked ready for pickup.
Best customer expectation
Do not assume a large mixed order ships in one simple consumer parcel flow. In-stock and made-to-order items can move on different timelines.
Payments
How customers can pay
Standard checkout accepts major credit cards. Shop Pay Installments is available for eligible orders, and commercial or project buyers can also explore commercial financing. For larger corporate purchases, the right next step is often direct contact instead of standard checkout.
- Cards accepted at checkout: Visa, Mastercard, and American Express.
- Shop Pay offers 0% bi-weekly plans over 6 weeks and monthly installments from 3 to 12 months for eligible buyers.
- Commercial financing is available with fixed monthly payment options and longer terms.
- One-time price adjustments are available if an item goes on sale within 14 days of shipment.
Changes, holds & status
What customers should know before asking for changes
Orders begin processing quickly. A normal retail mindset does not always apply to made-to-order equipment. If a customer needs to fix an error, the safest advice is to contact the team immediately.
Not reliably once processing starts. For made-to-order items, corrections need to happen very quickly.
Usually because the product is waiting to arrive at the distribution center or is in restock flow due to demand.
The main updates are order confirmation and tracking or ready-for-pickup notification. For anything more specific, direct contact is the best route.
Useful links
Best pages for order and payment questions
Support
FAQ
Core answers for payment, stock, shipping, returns, pickup, and warranty.
Payments
Policies & Financing
Useful when the question is payment structure, financing, or store terms.
Support
Contact
Best path when the customer already has an order number or needs a real answer fast.
Projects
Commercial quote form
Better than checkout when the order is really a project.
Shipping basics
What customers need to know before they assume delivery is simple
- Gorila currently ships within Canada and the USA.
- Shipping rates vary by region and are calculated at checkout.
- Free shipping does not apply to every order.
- Remote areas may incur extra fees even if checkout initially appears to allow free shipping.
- If shipping rates do not load or look too high, the customer should contact the team.
Large orders & freight
Where most confusion happens
Large residential and commercial orders are not the same as parcel shipping. The biggest risk is assuming home delivery means white-glove handling or easy unloading. Customers with large orders should confirm access, unloading conditions, and address type early.
- Very large orders may need freight handling instead of standard parcel service.
- Freight costs on large orders may need manual validation.
- Residential deliveries for large pallets can require extra planning.
- If a shipment arrives damaged, the customer should contact Gorila immediately with clear photos and order details.
Pickup options
Pickup works well when the customer is prepared
Gorila allows pickup at its HQ in Saint-Hyacinthe. Smaller pickups are simpler. Larger pickups require more planning and the right vehicle.
- Customers can choose pickup at HQ in Saint-Hyacinthe.
- Smaller pickups happen after readiness confirmation.
- Larger pickups may require an appointment and a suitable vehicle.
- If the customer is not sure what vehicle size is needed, they should contact the team before arriving.
Useful links
Best pages for shipping, delivery, and pickup
Shipping
FAQ
Rates, free-shipping conditions, remote areas, and pickup basics.
Support
Contact
Best for freight, large delivery issues, or unclear checkout shipping.
After delivery
Installation & Maintenance
Useful once delivery timing becomes real and install planning matters.
Project support
Commercial quote form
Better path when delivery questions are really project-planning questions.
Returns
The clean version customers actually need
- Returns are accepted within 30 days from the ship date.
- Sale items have a shorter return window.
- Gorila does not offer exchanges.
- Original shipping fees are non-refundable.
- Custom-made or personalized products are not returnable.
Small-item returns
For items 30 kg / 66 lb or less
This is the simplest return path. Customers should use the Canada Post return portal. The return label is paid by Gorila for eligible smaller-item returns.
- Use the online portal for smaller returns only.
- This path is for items 30 kg / 66 lb or less.
- The customer should package the return securely.
- If they lost the order slip, they should include order number, name, full address, and returned item information inside the box.
Large-item returns
For oversized items, freight items, or anything over 30 kg / 66 lb
Large returns should not go through the small-item portal. They need team review first because freight, palletization, and handling change the cost and the process.
- Contact the team before moving forward.
- Be ready with the order number, product details, and photos when relevant.
- This is especially important for racks, rigs, flooring, turf, and large equipment.
Damaged, defective & stolen
Three different situations, three different expectations
Customer should email clear photos, order details, and a description of the issue. If the issue is on Gorila’s side, Gorila will move quickly. If it is carrier damage, Gorila can help with the claim process.
Once delivery is confirmed by the carrier, responsibility shifts to the recipient. Best practice is to ship to a location where someone can receive the order.
Return processing typically takes 2 to 3 weeks after mailing. After processing, the refund can take another 7 to 14 days to appear on the card.
Useful links
Best pages for returns and damage questions
Warranty
Standard warranty coverage
- Rigs and racks: 5 years
- Selected larger equipment: 3 years
- Barbells and bumper plates: 1 year
- Bands, apparel, accessories, bags, and collars: 90 days
- Third-party products: manufacturer warranty only
Exclusions
What is not covered
- Misuse
- Negligent use
- Alteration or modification
- Poor maintenance
- Poor storage
- Handling damage
- Cosmetic damage
- Installation
- Shipping
Claims
How to submit a warranty claim
Customers should contact Gorila directly with the order number, clear photos, and a short description of the problem. That is the fastest way to separate a true warranty issue from freight damage, wear, or misuse.
Extended protection
Coming soon
- Adds 2 extra years of coverage
- Pricing based on original order value
- Flat approved-claim fee
- Installation excluded
- Shipping excluded
- Cosmetic damage and normal wear excluded
Useful links
Best pages for warranty and claims
Commercial projects
Use this path when the customer is buying a facility, not just products
Commercial buyers usually need layout thinking, equipment selection, quote support, and proof that Gorila can execute. The clean path is to separate inspiration from action: use case studies for trust and the commercial quote form for the actual project.
Home gym planning
For customers building a serious home or garage gym
This page works best when the customer is still deciding what a good setup looks like. It gives real examples and still captures the lead with a quote form at the bottom.
Custom flooring
Flooring is not an accessory decision
Flooring affects durability, noise, feel underfoot, and how the entire gym reads visually. Customers choosing between equipment first and flooring later often underestimate how much flooring shapes the final result.
Athletic turf
For sled work, lanes, branding, and high-traffic performance spaces
Turf is its own category because performance use, abrasion, markings, layout, and logo customization change the buying decision. Standard turf and custom turf should not be treated as the same request.
Useful links
Best pages for planning and project work
Case studies
Commercial Projects
Use this to validate Gorila on real facility work.
Commercial
Custom Solutions
Best commercial project overview page.
Residential
Home Gym Inspiration
Best path for home gym buyers still shaping the project.
Surface planning
Custom Gym Flooring
Use this when flooring is part of the actual scope, not an afterthought.
Performance spaces
Athletic Gym Turf
Use this for lanes, sleds, logos, and performance-oriented turf decisions.
Installation & maintenance
Support after the buying decision
Once a customer knows what they are buying, the next friction point is install readiness. Anchoring, surface preparation, humidity, ventilation, layout, and assembly planning all matter more than most buyers expect.
Care basics
Simple maintenance advice customers can understand
- Steel: wipe down regularly and keep it dry.
- Moving parts: use appropriate lubrication when needed.
- Rubber: clean with mild soap, avoid harsh chemicals.
- Storage and environment matter. Poor storage and humidity create avoidable issues.
When to contact the team
Use direct contact when the answer depends on the actual order
- Freight or large-order shipping looks wrong
- The customer needs to return a large item
- There is freight damage or a defect claim
- The project needs a quote, layout, or planning help
- The customer is not sure which form matches the request
Useful links