I’ve Ordered My Product, Now What?
Free Delivery (UK Mainland Only)
All orders over £199 qualify for free delivery to the UK mainland by parcel courier or pallet delivery. Products marked with free 2-man delivery come with the 2-man delivery service included.
Parcel Delivery (3 – 5 Working Days)
Smaller items that qualify for parcel delivery will require a signature or proof of delivery. Standard delivery times are 3 – 5 days on parcels.
Pallet Delivery (3 – 5 Working Days)
Larger, heavier commercial items will require delivery via pallet. Typically, on larger orders over 140kg (per box). Only kerbside delivery is available. To assist the courier with heavier or larger items, we recommend having two bodies on hand.
Two Man Ground Floor Delivery (3 – 7 Working Days)
Some premium products come with a two man delivery included or you might be to upgrade to the service.
After orders are placed and processed, customers will receive an SMS notification of a delivery date, as well as the opportunity to call and modify if desired.
You will then receive an SMS from the courier the following day informing you of the 2-hour window for delivery on the specified delivery date. Subject to suitable and safe access, the couriers will place the product into a ground floor room of your choice.
Optional White Glove Delivery Service (5 – 10 Days)
You may also be offered a specialised “White Glove Delivery Service”. For the Force USA Crated machines such as the F50, F100, G6, G9, G10, G12, G15 & G20, the crates will be unpacked and the components brought into the room of choice.
In order to help you get your equipment delivered effortlessly, please inform us of the following in writing:
- Are there street restrictions such as cordoned off access, one way streets etc?
- Can the delivery vehicle access your property?
- Is there parking suitable for the delivery vehicle, typically a 7.5 tonne truck?
- Is there a long driveway?
- How far are the delivery staff expected to walk to get the equipment into the room of choice?
- Are there any stairs or steps to get to the room of choice?
- If so please give details.
- Have you cleared the way and cleared the room?
- Did you need flooring delivered before the main order? We need advance notice of this.
Our delivery team will make contact with you before delivery.
This team will unpack the crates and carry the components inside to a groundfloor room of choice with reasonable access.
If an item cannot be carried down a passageway, through a doorway or through a staircase then it will be left at the closest accessible place.
We do not need to take the crate off the truck. No forklift is needed.
You do not need to help the driver unpack. Please do not do this as it is our responsibility to move the components to your reasonable room of choice.
Special Delivery Requests
If you have any special delivery requests such as you wish to delay the dispatch of your order, please get in touch with us via the live chat or email email@example.com.
What if Kerbside Delivery is not Possible?
We will do our very best to get your order to you safely, however, and as per our terms and conditions, the ultimate responsibility for making sure we can access the site lies with you.
If we cannot deliver the first time, we'll talk to you and try to redeliver. Please be aware though that there may be a charge for this service. Free delivery includes one attempt to deliver to your elected address.
Kerbside deliveries take place between 8:00 and 17:00 and someone should be at home to accept your delivery.
If you live in a block of flats as carriers will only deliver to the ground floor entrance of the block. If you have alternative delivery requirements, please contact us. Be sure to include one or two phone numbers in case the carrier needs to notify you to arrange delivery.
Collection of Faulty Products
In the event of an item being received that either develops a fault (proof of purchase will be required) or is found to be faulty upon delivery, we will arrange to have this item collected free of charge or for an engineer to call at the discretion of the manufacturer. We offer a diary collection service to where you can book a collection time that is convenient for you. If when the carrier arrives to collect the goods and they are found not to be available/ready, a charge, which will be payable by you, will be made for the carrier to recollect.
Once the items are received at Home Gym Supply, we will inspect the product(s) and arrange to send out a replacement product if necessary. Please note that if we do not find the product to be faulty on its return to us, we may send this item back to you and all delivery charges will be payable by you. If you are able to provide photos or video of the fault it can help us process the claim quicker and get a replacement arranged. Please note that if proof of purchase cannot be shown, then we reserve the right to charge for any/all repairs.
To give you the best service possible, you may be required to contact the manufacturer/supplier directly for any faults/service issues for products that are not held in our warehouse.