Shipping & Returns
Thank you for choosing Octane! To make the Shipping and Delivery process easy, please see the information below to choose the option best suited for your needs on receiving your new cardio machine.
The Octane product is unloaded and delivered to the end of your driveway. The driver will not deliver the product inside your residence or inside your garage. You are responsible for unpacking and assembling the unit*.
Delivery & Installation (Recommended):
Octane highly recommends that you consider the professional assembly and installation of your Octane exercise machine. With Delivery & Installation, there are two options: first floor and all other floors. For first-floor delivery and installation, the product is delivered inside your residence on the first floor and placed in the room of your choice. For all other floors except the first floor, the product is delivered inside your residence on a different level (e.g., basement, second floor, third floor, etc.) and placed in the room of your choice.
When selecting installation, an authorized Octane installer will arrive at an agreed-upon date and time to assemble your product. All debris will be removed from your home. Once you place the order a customer service representative will reach out and schedule the delivery and installation of your product. Please read below for more details on what to expect with this option.
What To Expect If You Choose Professional Delivery & Installation:
- We receive your order and assign an Octane authorized service technician to deliver and assemble your equipment. Please note that if you order over the weekend, your order will begin being processed on Monday.
- A Octane representative will contact you within 48 hours after receiving the order, M-F.
- Please allow 3-4 business days for order processing and 2 weeks for delivery.
- The installer will contact you after receiving your equipment from Octane. The installer will set up a date and time to assemble your equipment.
- The Installer will remove all packaging debris from your home after the assembly of your equipment.
- Most assemblies take one to 2 hours, depending on which equipment you purchased and where the equipment will be assembled. It may take longer for more complicated equipment.
Important Self-Installation Information:
*Please note that assembling the unit yourself may result in a voided warranty. If you choose to assemble the unit yourself, any service issues that occur due to a miss-installation will not honor the labor or parts warranty until the issue is fixed by an authorized Octane service technician.
To maintain your full warranty, contact our customer service to speak to a service provider and have them walk you through the assembly process.
Octane Fitness (“Octane”) ships orders within the continental United States of America. Some products and/or installation are limited in availability in some areas due to agreements with our retail partners and/or limitations on delivery and assembly availability.
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.
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. True 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. True’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:
865 Hoff Road
O’ Fallon, MO 63366