Shipping policy

Order processing

Orders are picked and packed at our Ottawa facility Monday to Friday, excluding Canadian public holidays. Orders placed before 1:00 PM ET are processed the same business day, and anything after that moves to the next one. Most orders leave the warehouse within one to two business days.

During product launches, sale periods and the December peak, processing can take up to three business days. You will get a confirmation email as soon as your order is accepted, then a second email with tracking once it ships.

If part of your order is on pre-order or temporarily out of stock, we send the available items first at no extra cost and ship the rest as soon as they arrive.

Delivery times and rates

We ship to more than 120 countries. The estimates below are counted in business days from dispatch rather than from the moment you place your order, and they exclude any time a parcel spends in customs.

The exact rate for your address is calculated at checkout, before payment, from the destination and the weight of the parcel. Express delivery is not available for every postal code, and never for oversized equipment.

Free shipping

Standard shipping is free on orders over $350. The threshold is measured on the product subtotal after any discount codes are applied, and before taxes, duties and shipping charges. Gift cards do not count toward it.

Free shipping covers standard delivery only. You can still choose express at checkout and pay the difference.

Oversized and equipment orders

Dumbbells, plates, racks and benches travel by freight rather than parcel courier. Freight deliveries take 3 to 10 business days after dispatch and are limited to the countries offered at checkout.

The carrier contacts you to arrange a delivery window, so please give a phone number you actually answer. Freight is curbside: the driver brings the pallet to the nearest accessible point at street level. Carrying items indoors, up stairs or into a basement is not included, and neither is assembly.

Somebody over 18 has to be present to sign for a freight delivery. If nobody is there for the agreed window, the carrier may charge a redelivery or storage fee, and we pass that fee on to you.

Tracking your order

Every order ships tracked, door to door. Your tracking number arrives by email as soon as the carrier scans the label. It can take up to 24 hours for the first movement to appear, so a number with no activity yet usually means the parcel is still in the carrier intake.

Large orders are sometimes split across several parcels that travel separately and arrive on different days. Each parcel gets its own tracking number.

Duties, taxes and customs

Orders shipped outside Canada may attract import duties, taxes and customs fees set by the destination country. These are not included in the price you pay at checkout and we do not collect them.

Any such charges are the responsibility of the recipient and are usually payable to the carrier before delivery. Customs authorities can also hold a parcel for inspection, which adds days to the estimates above.

If a parcel is refused at customs or sent back because import charges went unpaid, we refund the order once it reaches us, minus the original shipping cost and any return freight the carrier bills to us.

Delivery addresses

Please check your address before you pay, because we ship to exactly what you enter at checkout. If something is wrong, email us within two hours of ordering and we will correct it as long as the parcel has not been picked. Once an order is dispatched, the address can no longer be changed.

We deliver to both residential and business addresses. Freight and express services do not serve PO boxes, parcel lockers or military addresses. If a parcel comes back to us as undeliverable, whether from a wrong address, a refused delivery or an uncollected pickup, we will reship it once the return arrives, with a new shipping charge.

Delays

Once a parcel is with the carrier, its progress is out of our hands. Severe weather, strikes, customs inspections and peak season volume can all add days to a delivery, so the estimates on this page are not guarantees.

We do watch every order we ship. If yours has stopped moving for more than five business days, contact us and we will open an investigation with the carrier on your behalf.

Lost or damaged parcels

Please inspect your order when it arrives. If anything was damaged in transit, keep the packaging and email us photos of both the box and the item within 7 days of delivery.

When tracking shows no movement for 14 business days on a domestic order, or 30 business days on an international one, we treat the parcel as lost. In either case we send a replacement at our cost or refund you in full, whichever you prefer.

Claims raised after those windows may still be accepted, but we can no longer file them with the carrier, so a replacement is at our discretion.

Returns and exchanges

Return windows, exchange conditions and who pays return postage are covered separately in our Refund policy. How we handle the personal data attached to a delivery is set out in our Privacy policy.