Policies and FAQ:
What is the best way to contact Fit Werx?
Can I preorder or backorder items that are currently out of stock?
What is your price matching policy?
Will I be charged sales tax on my shipped order?
Do you accept international orders?
What carrier will my order ship on?
What if my order is damaged in shipping?
What type of packaging does Fit Werx use?
What is the best way to contact Fit Werx?
1) Email: Email is a very good way to get in touch with us as we often check email after and before our normal 9 a.m. to 5 p.m. EST Tuesday – Saturday hours and frequently on days we are closed as well. Email also allows us to often provide the most detailed and thought out response to your questions. We make a point to reply to any email received before 4:30 p.m. before the end of any day we are normally open and frequently check email after closing as well. If you do not receive a reply within a day, please check that your spam filters are set to allow email from fitwerx.com and give us a call so we can figure out what did not work and get you the information you need as quickly as possible. sales@fitwerx.com is the main email address for online inquiries.
2) Phone: Service via phone is available 9 a.m. to 5 p.m. EST Tuesday – Saturday by calling 978-532-7348. If you receive the answering service, it just means our staff is helping other folks. Please just leave a message (clear and slow helps) and we’ll call you back as soon as possible.
We will ship as soon as possible and many items do ship on the same day as they are ordered. However, also rest assured that we will not ship a sub-par product – we want you on the best quality product we can deliver and if that takes a little longer, we’ll wait. Weather, holidays and other variables can interrupt pick-up and shipping at times and due to shipping volume we cannot always notify you when a one day delay has occurred.
If you have something that is time sensitive, please let us know by typing it into the “Comments” section of the order so that we can make sure we do all that we can to get it to you in time.
Can I preorder or backorder items that are currently out of stock?
Yes. We will let you know an expected arrival and will take your credit card information at the time of order. You may cancel a backorder any time before your order ships without penalty and for a full refund of any charges related to the order.
Certainly. We stock many items that are not listed on our online store and can ship these out immediately in many cases and we can special order items we don't normally stock. From mountain bike components to clothing, we have access to a huge inventory of cycling and triathlon products through our suppliers. We’re happy to special order for you, please just let us know what you are looking for and we’d be happy to help. Please note that special order items that we do not normally keep in-stock are not returnable in most cases. In the event that we can take back a special order item, it will be subject to distributor restocking fees, credit card transaction fees, shipping and any other associated fees we incur in the return transaction.
What is your price matching policy?
If you see a product you would like us to price match, please just let us know. We'll match a price whenever possible, but reserve the right to respectfully decline in some instances. We appreciate the opportunity either way.
Will I be charged sales tax on my shipped order?
Only if you are having the order shipped to Vermont or Massachusetts. Shipments to all other states will not be charged sales tax.
Do you accept international orders?
Yes, we’re happy to ship internationally. We do want to make you aware of a few things though:
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• Please realize that you are responsible for duties, taxes, customs or other international transit expenses related to delivery of the item. We do not know what these will be or what they will cost.
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• The product’s value will be listed as what you actually paid as the law requires this. Furthermore, an item cannot be insured for more than its declared value.
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• All prices listed on our site are in USD and we cannot convert currency for you at the time of order. Please check an online currency conversion tool or call your bank if you have questions on the current exchange rate.
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• We cannot ship an international order until the payment transaction is fully cleared by the bank.
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• In the event that the shipment is refused, your card will be charged any associated shipping, taxes and duties that are associated upon return.
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• We usually ship international orders via United States Postal Service whenever possible as the rates are usually significantly lower than other carriers. Bikes and “hazardous materials” (lubricants, etc.) are usually shipped UPS of Fed Ex.
What carrier will my order ship on?
Smaller components and accessories are shipped United States Postal Service or UPS. You may request a method or leave it to our discretion as to which makes the most sense.
Wheels, trainers and larger packages are shipped via UPS to most U.S. locations.
Custom Product: Will be estimated at the time of order and can vary depending on manufacturer.
Bikes are shipped a few ways:
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1) Via Fed Ex In an AirCaddy box that requires very little final assembly, is reusable and is very secure and well protected. We highly recommend this method or a plastic travel case from TriAll3 or SciCon.
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2) In a plastic carrier. You may either purchase a plastic travel case form us or send your plastic travel case to us. We usually use UPS for plastic travel cases. We highly recommend this method or a cardboard AirCaddy box.
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3) In a rectangular cardboard bike box like what we receive bikes from the factory. This is not our favorite method as it requires the most reassembly and it is impossible to protect the bike as well as in the other options. It is the cheapest method though and we will use it if you insist…
Regardless of the method you select, rest assured that we will pack your bike as well as we possibly can to protect it and that the bike will be insured.
What if my order is damaged in shipping?
We do our best to minimize the chances that this will happen, but accidents and the unexpected can periodically happen. We ship insured whenever possible and please SAVE ALL PACKAGING and contact us as soon as possible so that we can start processing a claim with the shipper and resolve the issue for you.
What type of packaging does Fit Werx use?
Reusing packaging materials is one of the best ways we can help minimize our impact on the environment as it keeps thousands of pounds of materials out of landfills and recycling centers. Unless you request “New Packaging” when you submit your order, we will reuse packaging materials from our suppliers whenever possible. We realize that this packaging does not look pristine the way new packaging does, but we feel this is a small price to pay in order to minimize impact on the environment.
30 Day Returns: With the exception of custom product, special order items, modified product (wheels with installed tubulars, for example), sale product specifically listed as “final” and nutritional items or lubricants that have been opened, you may return any product that is in new condition and still has the packaging and paperwork it was shipped in for a refund during the first 30 days of ownership. You will be refunded the amount you paid minus any associated shipping fees.
60 Day Exchanges: With the exception of custom product, special order items, modified product (wheels with installed tubulars, for example), sale product specifically listed as “final” and nutritional items or lubricants that have been opened, you may return any product that is in new condition and still has the packaging and paperwork it was shipped in for an exchange or store credit during the first 60 days of ownership. Return the items, original packaging and receipt and you will be issued a credit in the same form as your original payment for the amount you paid minus any associated shipping fees that can be used anytime in the future.
In order to process a return/exchange, please send your item to the following address:
Fit Werx by Mail
67 Foster Street
Peabody, MA 01960
Please include your original receipt and packaging and include the best contact information so that we may get in touch with you promptly to process the return/exchange if needed.
If you have a problem or concern with any product you purchase from us, just contact us. We want to do what we can to make sure you are happy with anything you buy from us.
Warranty and Repair Items: New or used, if you have an item that you purchased from us that is not working properly, please contact us and we’ll either help you fix the issue or process a replacement or repair for you. As an authorized dealer of all the products that we sell, we work with our vendors to make sure you are taken care of in a fair and expeditious manner in the event of an issue with a product.
We respect your privacy and any and all information provided to us stays within our company. We do not actively sell or share this information with third parties unless legally required to do so.
Information We Gather:
We may collect information when you:
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• Place an order on-line or in-store
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• Return an item or make an exchange
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• Contact us for information on products and services
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• Sign up for our newsletter or RSS feeds
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• Receive a gift purchased through us
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• Enter a contest or giveaway
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• Participate in a marketing promotion
Any data provided to us is maintained in a secure database and is used within our company only. We also gather information about how visitors navigate through our web site.
It is our goal to provide you with exceptional services, products and communication. In order to do this, we collect information that allows us to:
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• Process and track your order
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• Provide the services you request
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• Contact you about the status of an order, return or exchange
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• Send you promotional offers we believe will be of interest to you
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• Identify your product and service preferences
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• Customize our communications to you
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• Provide information concerning product recalls or other items related to products you have purchased
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• Improve our merchandise selection and customer service
Your privacy is important to us and if you would not like to be contacted about some items, please just let us know and we’ll do our best to accommodate your requests.
Fit Werx by Mail
67 Foster Street
Peabody, MA 01960
Phone: 866-833-4FIT (4348)
Email: fw2@fitwerx.com