Customer Service Info
Ordering
To place an Octane Fitness order, select your product and click on the “Add to Cart” button. Once your item is selected, you can continue shopping or proceed to checkout. Enter your order information and click submit. All orders are processed M-F, 8:30 a.m. – 5 p.m. CST. Please allow 3-4 business days for processing and up to 2 weeks for shipping.
Payment Options
Octane accepts all major credit and debit cards including Visa, MasterCard, American Express and Discover. Octane accepts the responsibility for any security for payments made via third party providers.
The Merchant Policy shall be governed by the laws of the State of Missouri, U.S.A, except for its provisions regarding principles of conflicts of laws. Each of the parties submits to the jurisdiction of any state or federal court sitting in St. Louis County, Missouri, in any action, charge, compliant, litigation, petition, or suit (each a “Proceeding”) arising out of or relating to this Merchant Policy and agrees that all claims in respect of any such Proceeding may be heard and determined in any such court.
Viewing Orders
When you place your order with OctaneFitness.com, we recommend you set up an online account with a username and password. You will be able to access this account here or by clicking on Log In at the top of the page. Once you are logged in to your account, you will be able to view and monitor the status of your order.
You will receive automatic email updates from The Octane Fitness Store to keep you informed about the status of your equipment and order.
Updating Account Information
To update your email address, password, or shipping address log in to your account.
Customer Guarantee
All Octane products have a warranty that varies depending on the type and model that you purchase. Please consult the product page on this website or the applicable owner’s manual for specific warranty information on your product. Other than the applicable warranties listed on the product page and the owner’s manual, ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR PARTICULAR PURPOSE ARE HEREBY EXPRESSLY EXCLUDED.
Octane’s policy is to provide refunds for products that are returned in their original, new condition and in original packaging within 30 days of purchase. The refund does NOT include shipping charges, which are non-refundable. E-mail us for refunds on any products you have received and returns and requests for an RMA (Return Merchandise Authorization) at [email protected] or send a mailed copy of any request to Octane Fitness, 865 Hoff Road, O’ Fallon, MO 63366, attn: Returns. All returns must be shipped freight prepaid unless there has been an error in shipment. All returns made without the RMA number on the packaging or shipped freight collect will be refused.
Parts Orders
800-726-9662
Pricing
As a business selling product online our prices change in response to inventory, promotions, and demand from customers. This does mean an item can change in price after someone has purchased it. Sadly, we’re not able to adjust prices or offer a refund or credit for the difference in price.
Returns & Replacements
Products may be returned in their original, new condition and in original packaging within 30 days of invoice date for a refund or exchange. An RMA (Return Merchandise Authorization) must be obtained before returning any order. Returns that do not have an RMA and the RMA number clearly written on the outside of the shipping container will be refused and returned to the shipper. The refund will be based on the purchase price of the item in question. The refund does NOT include shipping charges and fees, which are non-refundable. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order. All refund my take up to 10 business days to process.
An order can only be canceled if the product has not been processed and shipped.
Under no circumstances will an RMA be issued for returns more than 30 days of the invoice date. An RMA is valid for 15 days from the date of issuance it is essential to return any products in a timely manner once an RMA has been issued. Octane reserves the right to reject any returns with an expired RMA at Octane’s sole discretion.
It is the customer’s responsibility to contact our customer service department if a defective or faulty product is sent in order to get service scheduled or a replacement. Octane’s policy is to work quickly to take care of any warranty issues.
All returns must include a copy of the original invoice sent to you inside the package and a note explaining the issue. Octane takes no responsibility for damaged, lost, or misdirected shipments. Please package your return carefully to avoid damage and insure your shipment. Credit card payments will be refunded via a credit that will appear on your statement upon a successful return. This credit can take 7 business days to post to your statement; this depends on your bank or Credit Card Company. If you have any questions regarding your order, feel free to email us at [email protected].
All returns should be shipped to:
Octane Fitness
Attn: Returns
865 Hoff Road
O’ Fallon, MO 63366
Warranty Information
Octane Limited Warranty service may be obtained by contacting the authorized Octane dealer from whom the Product was purchased or contact Octane directly at:
Octane Fitness, Service Department
865 Hoff Road, St. Louis, MO 63366
800-726-9662
Hours of operation 8:30am – 5:00 pm CST
The above Limited Warranty is subject to and will be in accordance with the conditions set forth below:
1. This Limited Warranty can be processed only if the Warranty Registration Form is completed on-line; or if the attached form is filled in, signed by the original purchaser and mailed to Octane within 30 days of purchaser’s receipt of this Product. The serial number must be intact on the Product for this Limited Warranty to be valid.
2. This Limited Warranty applies to the product only while the Product remains in the possession of the original purchaser and is not transferable.
3. This Limited Warranty becomes VALID ONLY if the Product is initially assembled/installed by an Octane authorized dealer/technician (if anyone other than a Octane authorized dealer/technician initially assembles and installs the Product, this Limited Warranty will be void unless the written authorization of Octane is first obtained).
4. This Limited Warranty does not cover damage or equipment failure resulting from or caused by improper assembly/installation, failure to follow instructions and warnings in owner’s manual, accident, misuse, abuse, unauthorized modification, or failure to provide reasonable and necessary maintenance (as referenced in the owner’s manual.)
5. This Limited Warranty applies only to the cost of repair or replacement of parts and does not include labor (beyond the above warranty period), transportation, service, return and freight charges associated there with expressly specified herein.
6. This Limited Warranty shall not apply to: Service calls to correct installation of the equipment or instruction to owners on how to use the equipment; or any labor costs incurred beyond the applicable labor warranty period.
7. This Limited Warranty is in lieu of all warranties, express or implied, and in lieu of all other obligations or liabilities on the part of Octane, under no circumstances shall Octane be liable by virtue of this Limited Warranty or otherwise from damage to any person or property whatsoever for any special, indirect, incidental, secondary or consequential losses, damages or expenses in connection with exercise products.
Any implied warranty is limited in duration to the time period covered by the Limited Warranty. Some states do not allow limitations on how long an implied warranty lasts, or the exclusion may not apply to you. This Limited Warranty grants you specific legal rights and you may also have other rights, which vary from state to state.