Terms & Conditions
Due to an abundance of caution, we are taking additional steps to ensure home delivery of our fitness equipment is safe for everyone involved.
New procedures are in place that help ensure our warehouse and delivery crews are able to safely deliver equipment to your home. This includes following guidelines for increased sanitation and minimizing in-person interactions. In light of these enhanced procedures, we ask that you are patient with our delivery and install teams. We always try to deliver a premium customer service and we will continue to do so. We are making every effort to improve our delivery times. Currently, deliveries can take up to 10-15 days to reach your home.
Our customer support team is available to help should you have any questions about your order. Please contact us at 1.800.335.4348. Our business hours are 8 AM to 5 PM CST M-F.
Thank you for your patience and understanding during this time. We look forward to continuing to support you on your health and fitness journey.
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 full product refund or credit (minus return freight & assembly charges). To obtain a Return Merchandise Authorization (RMA) number, please contact Customer Service at 1.800.335.4348. 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. Items may be subject to a restocking fee. Items must be returned in like new condition with all original packaging to avoid a restocking fee. (Restocking fees may cost up to 20% of the item’s cost.)
PAYMENT OPTIONS AND FINANCING OPTIONS
Checkout securely with Visa, Mastercard, Discover or American Express. Or buy now and pay over time with ChargeAfter, offered in partnership with Citizens.
ChargeAfter offers 12-, 18-, 24-, or 36-month financing with 0% APR*. To finance your purchase, simply add any piece of equipment to your cart and click “Checkout with financing.” You’ll be guided through a simple verification process as part of the secure application. Subject to credit check and approval.
*Offer available on this purchase when charged to this Citizens Pay Line of Credit Account issued by Citizens Pay Bank, N.A. Terms of promotion apply from date of purchase until the purchase is paid in full. Limited time offer. Minimum purchase requirements may apply. Standard Purchase APS: 29.99%. Regular account terms apply to non-promo purchases. Click here for important information about rates and fees and to read the Citizens Pay Line of Credit Agreement for full terms and conditions.
RETURNS, REFUNDS, AND EXCHANGES
ALL RETURNS MUST HAVE A RETURN AUTHORIZATION NUMBER SUPPLIED BY MATRIX FITNESS. You must call 1.800.335.4348 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.
- Parts are returned in the original shipping package with original packing materials. The packing slip and unused parts credit form must be included in the box. The original shipping fee is non-refundable, and the customer is responsible for all return shipping costs.
Items may be subject to a restocking fee. Items must be returned in like new condition with all original packaging to avoid a restocking fee. (Restocking fees may cost up to 20% of the item's cost.)
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.
- Delivery was received, but with visible packaging damage that was noted on the delivery receipt.
- 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 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.
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.
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.
For promotional purchases, any 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, rental, school or institutional setting. Do not use equipment in any location that is not temperature 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 at https://www.johnsonhealthtech.com/us/eng/product-registration to activate your warranty, get important communications about your product, and receive the best customer service possible.
SHIPPING AND DELIVERY
A note about Coronavirus: We are doing everything we can to continue to build, distribute, and maintain Matrix Fitness equipment during this time. We are making every effort to ensure equipment is handled and delivered inside the guidelines provided by the CDC. Additionally, we are taking every precaution to make sure our partners are practicing safe hygiene. We look forward to being your continued partner and appreciate your patience at this time.
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. Any in-home service increases the risk of being exposed to the virus.
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 our 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 for up to 10 additional days. 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/us/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.
At Matrix, we’re committed to making home fitness more accessible to everyone, and that begins with our website experience. If you experience any difficulty using our website or notice any content that is not fully accessible and user friendly, please contact us so we can assist you. Our Customer Service team can be reached at 1.800.335.4348. We greatly value your feedback and suggestions for improvement.