Shipping policy

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 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 10-20 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 not available to receive the delivery on the date provided, you may receive your order later than anticipated.

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.
• Accessories and select weight equipment shipped via FedEx do not include white glove delivery.