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Frequently Asked Questions - FAQs

To assist you quickly, answers to our most frequently asked questions are just a click away.

ORDER & DELIVERY QUERIES

  1. Can I order online and collect in-store?

Yes, you can place your orders online and collect it from our store. However, this is applicable to UAE only. Once the order is ready for collection, our team will contact you to collect the order.

  1. When will my order be delivered?

Your order will be delivered to you within the standard delivery lead time as per the Delivery Policy. To know more, click here

  1. How will my order be delivered?

As soon as your order is placed, one of our sales representatives will contact you to confirm the order. Once the order is dispatched from the warehouse, the concerned team will contact you on the number provided during the order process and confirm the time slot for delivery and installation of the product.

  1. How do I track my order?

You will receive a dispatch confirmation when your order has left our warehouse. You may also contact 050 505 2544 / 050 758 7311 and follow up on the delivery status of your order.

  1. Can I place an order over the phone or by email?

Yes. Our expert sales advisors are more than ready to take your orders over the phone or by email. You may call on 056 403 7104 or email sales@activefitnessstore.com to place your orders.

  1. I’ve placed an order but why isn’t it showing in My Account?

If you have checked out as a 'Guest', unfortunately, your order won’t show up in your account.

  1. Can I amend an existing order?

Yes, you can do it. All you need to do is contact our sales agent on 056 403 7014 and amend your order.

  1. Where do you deliver in GCC?

We do delivery in UAE, KSA, Kuwait, Oman, Bahrain & Qatar. If orders are received from remote locations, additional delivery charges may apply. For more information click here.

  1. My order arrived but it’s missing some items. What should I do?

Don’t worry, you can simply contact our customer care team on 04 250 60 60 and they should sort this issue for you.

  1. My order arrived but it’s the wrong product. What should I do?

We are extremely sorry about this, although the chances of this are remote. You can simply contact our customer care team on 04 250 60 60 and they will sort this issue for you.

  1. My order arrived but it is damaged/faulty. What should I do?

Normally this doesn’t happen with ‘product that requires installation’ as our technical team should be present at your premises, and they would obtain your acknowledgment once the product is installed. In case of a product that doesn’t require installation, the logistics process is handled with the utmost care, should you find any such issue, please contact our customer care team on 04 250 60 60 or drop an email to help@activefitnessstore.com and they should sort this issue for you.

To process your request, please make sure to keep the below information handy.

  • Order Reference Number
  • Product Model Number/Name
  • Details of the Damage
  • Photos of any damage
  1. My order hasn’t arrived yet. What should I do?

If the delivery time has exceeded the standard delivery time as per our ‘Delivery Policy’, you may please contact our customer care team on 04 250 60 60 or drop an email to help@activefitnessstore.com.

RETURNS & REFUNDS

  1. Can I cancel an order?

Yes, you can. For detailed information on returns & refund policy, please click here and refer to Return & Refund Policy.

  1. What is your return policy?

For detailed information on returns & refund policy, please click here and refer to Return & Refund Policy Paragraph.

  1. How do I make the return?

Simply contact our customer care team on 04 250 60 60 and place your request.

  1. How long will it take to process my refund?

After examining the condition of the returned product, the refund will be done within 7-10 working days.

PRICING & PAYMENT

  1. Do you Price Match?

We are confident that our prices are competitive. However, if you do find the same product elsewhere you can request a price match.

  • We will match prices against the competitor’s product price along with the cost of delivery and installation.
  • The product must be in stock with the competitor at the time of purchase.
  • The competitor product prices should be the current prices at the time of Price Match Request.

Although we offer this service, there may be exceptional scenarios where we may not be able to match prices, due to competitors’ special promotions, or other factors, including pricing errors.

  1. I’m looking for commercial deals. Do you have special prices for commercial orders?

Yes, we do undertake commercial inquiries including complete GYM setup. Our commercial sales team should be able to provide expert advice on this. Please contact our commercial sales team at 054 791 5001 or email sales@activefitnessstore.com to get a quote.

  1. What are the different payment options available?

We accept all major Debit & Credit Cards. We also offer multiple payment options like Cash On Delivery, Card on Delivery, PayPal, Pay Tabs. We also offer Buy Now Pay Later options in connection with Post Pay, Cashew & Checkout.com.

  1. Do you offer any installment schemes?

Yes, you can convert your purchase into 0% equal monthly installments. You may opt Postpay, Cashew, or Checkout.com for the same during the checkout process. Additionally, if you are placing your orders in UAE and using a credit card issued by Emirates NBD or Emirates Islamic Bank, you can simply call the bank and convert the purchase into equal monthly installments.

PRODUCT ADVICE & TECHNICAL SUPPORT

  1. Do you have all the products on the website in your showroom as well?

Due to space constraints, we have only displayed limited stocks in the showroom. Those products which are available in the showroom will be tagged as “try the product from our store” on the product detail page.

  1. Will someone come to install the equipment for me? Do I have to pay for it?

Yes. All our equipment comes with free installation. Our technical team will deliver the equipment and handle the installation as well. However, for remote areas, this service could be chargeable. Please contact our customer care on 04 250 60 60 to get more information.

  1. Is Free Home Demo available?

Yes. We do provide Free Home Demo for certain products, mainly massage chairs and other selected fitness equipment. These products are tagged as “Free Home Demo Available” on the product detail page. You may also contact our customer care 04 250 60 60 to get more information on this.

  1. Do I need to register for a warranty?

All our product comes with an on-site warranty, meaning there is no need to register for any warranty separately. The purchase transaction itself will act as the warranty. However, not all the products are eligible for a warranty. To know more, click here.

  1. My equipment requires an inspection and service. What should I do?

Don’t worry, we have a dedicated service & technical team to handle all kinds of service & maintenance for the products that we sell. Please contact 056 533 6553 or drop an email to service@activefitnessstore.com and our team should assist you right away.

  1. My Product came with a free iFit subscription, how can I redeem it?

Details of how to redeem the iFit subscription are included in the manual that comes along with the equipment.

  1. How can I get more information about a product I’m planning to buy?

Our sales team is always ready to assist you with any kind of questions that you have about the products. Our live chat service is the most convenient way to get product-related information and advice. However, you can also call on 056 403 7104 or email sales@activeftinessstore.com

  1. The product that I’m looking for is showing out of stock. What do I do?

If the product is out of stock, you may enquire about when the item will be back in stock. You may simply select on the ‘Enquire now’ button on the product detail page and complete the required information.

  1. I would like to trade in my old equipment for a new one. Can you help with this?

We do offer trade-in options. For more information, click here.

Can't find what you’re looking for? Talk to one of our team now on - 04 250 60 60