Terms & Conditions

30-DAY GUARANTEE

Matrix Fitness guarantees you will be fully satisfied with all of our products. We want you to be happy with your purchase and enjoy years of quality workouts, however, we understand that you may have to return an order. So, if in the first 30 days you’re not fully satisfied with your equipment for any reason, we’ll take it back for a product refund or credit (minus return freight & assembly charges and restocking fee). To obtain a Return Merchandise Authorization (RMA) number, please contact Customer Service at 1.888.993.3199. We will credit your purchase price upon receipt of the authorized returned item. Products returned without an RMA will not be accepted at our warehouse.

PAYMENT OPTIONS AND FINANCING OPTIONS

0% APR for 12 Months on Purchases Equal to or Greater Than $2500. Available on qualifying purchases of select products charged to a Citizens Pay Line of Credit Account. Click here for important information about Rates and Fees and the Citizens Pay Line of Credit Agreement. Citizens Pay Line of Credit Account offered by Citizens Bank, N.A.

Standard Purchase APR: 29.99%. Regular account terms apply to non-promo purchases. 0% or 9.99% APR from date of eligible purchase until paid in full on purchases equal to or greater than $2500. 9.99% APR from date of eligible purchase until paid in full on purchases less than $2500. Subject to credit approval. Limited time offer. Minimum Purchase: $1,000.

RETURNS, REFUNDS, AND EXCHANGES

RETURN POLICIES

ALL RETURNS MUST HAVE A RETURN AUTHORIZATION NUMBER SUPPLIED BY MATRIX FITNESS. You must call 1.888.993.3199 and speak to a specialist for return authorization. Matrix Fitness will authorize returns under the following conditions:

You must contact Matrix Fitness to return your item within 30 days of receipt to receive a refund (No returns will be accepted after 30 days).
All items must be returned in new and working condition to receive a refund.
Items subject to a restocking fee of 20% of the item's cost.
Original shipping fee is non-refundable, and the customer is responsible for all return shipping costs.
iFIT Memberships and Virtual Active Packs are final sale and not eligible for refunds

Customer Responsibility

The customer is responsible for all return freight and possible packaging costs if:

Customer cancelled order after unit has shipped from Matrix Fitness.

Customer refusal at time of delivery for any reason other than damaged shipment.

If the customer can not be reached or does not contact the shipping company back within 3 attempts of initial contact. At which point Matrix Fitness will determine the unit undeliverable.

Buyer’s Remorse - Authorization to return the unit must be made within 30 days from receipt of product.
Matrix’s obligation under this warranty is limited to repairing or replacing at our option after the 30-day guarantee has expired.
Items may be subject to re-packaging fees. All original packaging must accompany the returned product. If you return an item due to size limitations, you are still responsible for freight costs both ways and a restocking fee may apply. The customer will be responsible for getting product beyond the threshold/door.

Matrix Fitness’s Responsibility

Matrix Fitness will assume all shipping charges if:

Delivery was refused due to visible packaging damage that was noted on the delivery receipt. The customer should contact Matrix Fitness to inform them of their delivery refusal. No Return Authorization will be issued in this situation.

Unit is non-repairable as determined by Matrix Fitness Customer Service Dept.

Customer received a product other than what was ordered.

ADDITIONAL RETURN INFORMATION

Matrix Fitness only works with preferred partners. Under no circumstances can we accept returns from delivery companies not scheduled and approved by Matrix Fitness.
The customer will be responsible for getting product beyond the threshold/door.
Matrix Fitness will contact the freight carrier to pick up packaged products at the customer’s location.
Once a unit is returned back to Matrix Fitness, Matrix Fitness will refund the original order total minus return shipping and restocking charges.
It’s recommended that customers retain the original packing material for at least 30 days, in the event the unit needs to be returned. Return pick-ups are made Monday through Friday 9 AM to 5 PM.

REFUND POLICY

Customers with an authorized return will be refunded once the unit is received back by Matrix Fitness. Please allow 6-8 weeks for refunds to be processed.

EXCHANGE POLICY

A security deposit will be required for all exchanged units. The security deposit funds will be refunded once the authorized return has been received back by Matrix Fitness.

PROMOTIONAL POLICY

For promotional purchases, certain offers cannot be combined with other offers. Offers are valid once to a customer. Offers not valid in retail stores or on previous purchases. Offers are subject to availability and may change at any time. Free warranty promotions not valid in Florida.

MANUFACTURER’S WARRANTY POLICY

This warranty applies only to the original owner and is not transferable. This warranty is expressly limited to the repair or replacement of a defective frame, motor, electronic component, or defective part and is the sole remedy of the warranty. If the consumer is not located within 150 miles of a Matrix Fitness authorized service provider, Matrix Fitness will pay the service provider’s mileage up to 150 miles, any additional mileage is the responsibility of the customer. The warranty does not cover normal wear and tear, improper assembly or maintenance or installation of parts or accessories not originally intended or compatible with the equipment as sold. This equipment is intended for in-home use only. Do not use this equipment in any commercial setting. Warranty is void if equipment is used in a commercial setting (including but not limited to: schools, businesses, rental, or institutional settings). It is essential that this equipment is used only indoors, in a climate-controlled room. If your exercise equipment has been exposed to colder temperatures or a high moisture environment, it is strongly recommended that the equipment is warmed up to room temperature before first time use. Failure to do so may cause premature electronic failure. Do not use equipment in any location that is not climate-controlled, such as but not limited to garages, porches, pool rooms, bathrooms, car ports, or outdoors. Failure to comply will void the warranty. The warranty does not apply to damage or failure due to accident, abuse, corrosion, discoloration of paint or plastic, or neglect. Matrix Fitness shall not be responsible for incidental or consequential damages. All returns must be pre-authorized by Matrix Fitness. Matrix Fitness’s obligation under this warranty is limited to replacing or repairing, at Matrix Fitness’s option, the product at one of its authorized service centers. A Matrix Fitness authorized service center must receive all products for which a warranty claim is made. These products must be received with all freight and other transportation charges prepaid, accompanied by sufficient proof of purchase. Parts and electronic components reconditioned to "as new condition" by Matrix Fitness or its vendors may sometimes be supplied as warranty replacement parts and constitute fulfillment of warranty terms. This warranty gives you specific legal rights, and your rights may vary from state to state.

Matrix Fitness’s obligation under our warranty policy is to repair or replace at our option.

Please register your product to activate your warranty, get important communications about your product, and receive the best customer service possible.

SHIPPING AND DELIVERY

Please note: White Glove Delivery may not be available in your area. If at the time of delivery we find that in-home setup is not an option, we will provide a full refund of the delivery cost and perform a first threshold delivery. Return shipping fees may apply if you choose to cancel or refuse your delivery. Safety for everyone is our primary concern, and our teams continue to use best practices to stay safe.

Not every product sold by Matrix Fitness is eligible for White Glove Delivery. Items eligible for white glove will be stated on the product page. Accessories ship via FedEx and do not include installation. If you have questions regarding shipping, please contact us via email or phone.

All products sold through the Matrix Fitness website ship directly from Matrix Fitness warehouses. Shipping time varies by product. It usually takes between 1-3 business days for orders to leave Matrix warehouses. However, during winter and the peak holiday shopping season, it can take up to 15 days. After your product ships, it may be in transit to the local delivery warehouse for up to 10-20 additional days. Local delivery will reach out to you within 1-3 business days after receiving the product to schedule delivery. Thank you for your patience as we diligently process a large volume of orders as quickly and safely as possible.

The shipping company will contact you a few days prior to delivery. Delivery is performed during business hours, 9 AM to 5 PM Monday through Friday and requires a signature. Please note any visible damage to the packaging on the delivery receipt if applicable. If you change the shipping address after your order has been processed you are responsible for any additional shipping costs that apply. If you are unable to schedule delivery within the delivery window specified by the shipping company, you are responsible for any reshipping or warehouse holding fees and may experience a delay in your delivery.

Matrix is not responsible for failures or delays in delivery due to weather, incorrect delivery address provided, or circumstances outside our control. Please allow extra time for shipping during the winter weather months. We will do our best to get your new machine to you ASAP, but some situations are out of our control. If there is a shipping delay, we will notify you as soon as we can. Thanks for understanding.

Matrix ships to the contiguous United States only. For customers in Alaska and Hawaii, please contact your local dealer: https://matrixhomefitness.com/pages/locations. To purchase outside of the United States, please contact one of our international Matrix partners, found here: https://matrixfitness.com/eng/home/dealers

White Glove Delivery

Includes delivery to the room of choice (including one flight of stairs), unpacking and debris removal. With or without assembly, at the discretion of the customer. An appointment with a four-hour delivery window will be set with the customer. Signature required.
Accessories and select weight equipment shipped via FedEx do not include white glove delivery.

WEBSITE ACCESSIBILITY

Accessibility Statement for Matrix Home Fitness

Matrix Home Fitness is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for everyone per relevant accessibility standards.

Conformance Status

The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. matrixhomefitness.com is fully conformant with WCAG 2.1 level AA. Fully conformant means that the content fully conforms to the accessibility standard without any exceptions.

Feedback

We welcome your feedback on the accessibility of matrixhomefitness.com. Please let us know if you encounter accessibility barriers on matrixhomefitness.com:

Phone: 888-993-3199
E-mail: mxr-info@matrixhomefitness.com
Postal Address: 1600 Landmark Dr, Cottage Grove, WI 53527