Sometimes we ship in multiple boxes and they might not arrive at the same time.
Please allow the specified number of business days that was mentioned in the checkout before contacting us.
If you still haven't received the remaining of your order after the expected delay, you can contact us.
Here are the steps you should take in order:
2) Check with your neighbors, they might have seen something or be holding it for you.
3) Contact the carrier that was supposed to deliver your order.
They might have encountered a problem and will be able to tell you if your order was indeed delivered and maybe send you a proof.
4) If your package really has been stolen, you can contact us and we'll make this right.
Once your order is received you will be taken to a confirmation screen that lets you know the order has been placed.
You will also receive a confirmation email. This email may go to your spam folder depending on your security settings, so please check there as well. Please consider adding us to your trusted email addresses.
If you completed your order while connected on our website, you can always access your account page where your order history is displayed.
Unfortunately, we are unable to make changes to orders once they have been placed. We ship out orders very quickly and do not always have time to catch them before they ship.
If you contact us really fast (within a couple hours from your purchase), we might be able to cancel your order.
We automate our shipping process and if your order is already in the hand of our carrier, we won't be able to cancel it and you'll have to ship it back to us.
We offer free exchanges to customers in the US and Canada. For exchanges or refunds, please take a look at the sections below in this FAQ.
We ship both locally and worldwide, but the price and delivery time may vary depending on your location. The only country we can't ship to is Russia, because of our international carrier limitations.
USA: it usually takes 2 to 4 business days depending on where you live.
Canada: it usually takes 2 to 5 business days depending on where you live.
Worldwide: Depending on the shipping method you choose, it can take from 2 to 7 business days. Please note that the pricing can widely vary for fast international shipping.
*Shipping of heavy products like the power sled, bars, bumper plates, racks and rigs can take more time. Please refer to the displayed time at checkout.
Yes, information about your orders will be sent to you by email as soon as they are available. It may go to your spam folder depending on your security settings. Consider adding us to your contact list to be sure you receive our notifications.
If you created an account with us, you can check your order's status by logging in.
You can also use our order tracking tool located in the help section of the footer or by clicking here.
To be eligible to free shipping, your cart amount must be over the specified amount and your shipping address must be in Canada or the US.
Also, some products are not eligible for free shipping because they are too heavy. Those products are:
- Power sled
- Plates (except fractional)
If any of these products are in your cart, we suggest you split your order in two (if it still respects the minimum amount after splitting), putting the ineligible products together.
No, unfortunately our partnering carriers don't allow expedited shipping to P.O. Boxes.
Our best answer: Yes, probably.
We ship from Canada and since we don't sell over the threshold that requires us to be registered for taxes in most countries, you might have to pay duties and taxes on package reception.
Since different rules apply for different countries, you'll have to check what your local regulations are.
Returns and exchanges:
First, contact us using this form. We will then contact you with all the information you'll need.
We will cover the shipping costs for customers in the USA and Canada. When we answer to your exchange or refund request, we will send you an already paid for shipping label. For returns, we will deduct a restocking fee of 30% from the refund amount.
For international customers:
You will be responsible for paying all shipping costs and restocking fees related to the exchange or refund of your product. Shipping costs are non-refundable.
Once your return has been received and inspected, we will send you an email to notify you we have received your returned item. We will also notify you of the approval or rejection of your exchange/refund.
You have 30 days from the date you receive your order to return it.
If you are an international customer, you will need to cover the shipping cost to send the items back to our warehouse. If you are a customer from the USA or Canada, we will cover the shipping fees.
Please note, there will be a 30% restocking fee for all refunds.
We usually process all returns and exchanges within 3-5 business days after reception at our facility. You will receive an email notification as soon as your package is being taken care of.
Mistakes can happen, and we will do our best to resolve the issue in a timely manner.
Please contact our Support Team immediately at firstname.lastname@example.org and let us know what item is missing with your order number.
If you received the wrong product, we will need your order ID, what product you ordered and a photo of the received product.
We recommend hand washing with cold water and a mild soap and then air drying.
Here are the instructions to wash knee sleeves:
1. Fill a bowl with cold water and mix in laundry detergent. DO NOT use hot water.
2. Use a spoon or whisk to stir until the detergent has fully dissolved into the water.
3. Soak the knee sleeves in the cleaning solution.
4. Submerge the sleeves in a clean bowl of cold water to rinse and squeeze them until the water runs through clear.
5. Squeeze the sleeves gently to remove excess water.
6. Lay out the sleeves flat to let them air dry.
For Suede belts: We recommend mixing a small amount of mild detergent with cold water. Mix well and use a rag damped in the mixture to gently clean the belt. Let air dry.
For leather belts: We recommend using oily soap or any renowned leather cleaning product on the market.
We do not recommend washing them in a machine. Detergent and hot water can break down the neoprene and cause your sleeves to deteriorate faster.
Please do NOT put our products in the dryer. We recommend air drying all of our products, especially knee sleeves.
Please follow the instructions located on the label. We recommend air drying to ensure your clothes stay beautiful.
On every product page where there are size options, we added a "Size Guide". If you click on it, it will open a size chart. Please follow the instructions to find your mensurations, preferably using a flexible tape.
The size chart is designed to maximize the performance, compression and longevity of the product. Follow the size chart to ensure proper fit without compromising support.
If you really know what you are doing, you could choose a tighter fit for better compression by choosing one size smaller or a loose fit for comfort by choosing one size bigger.
Payment & promotions
For regional stores, the displayed currency is your local currency (ex. CAD, USD, EUR, JPY). You will only be able to check out using this currency.
For international customers, we offer to display the prices in your chosen currency. Unfortunately, we can only process the payment in USD, so there will be a conversion fee.
The currency conversion happens seemlessly on the backend. The final price on your invoice includes the currency conversion. There are no additional charges incurred.
Some coupon codes are only available for a limited time. Please make sure it is still valid.
Some products cost more to produce and we can't discount them at the same rate as the rest of the website. In this case, we will have mentioned the exceptions clearly and the discount amount will just exclude these products at checkout.
During big events, coupon codes may be disabled and replaced with automatic discounts on selected products.
We are planning on setting up a loyalty program in the near future.
In the mean time, we offer exclusive discounts to our newsletter subscribers, so head to the footer and register to stay informed about those.
By being a subscriber, you'll also be one of the first to be notified when our loyalty program goes live!
This is a secret we keep until the last minute ;)
We let our newsletter subscribers know a little earlier, though.
So be sure to register to our newsletter to be the first to know!
Yes, of course.
We don't see advantages in selling your data, so be sure that we will never do that. We also respect GDPR compliance and you can ask us to delete specific data we own on you at any time using the link in the footer.
For marketing purposes, we share some information with our partners, like Google, to better understand who our customers are. This information is then used to tailor your experience on our website by recommending products you might like and define who should see our ads outside of our website.
We will use information such as how you interacted with our website and different product pages to try and understand where we can improve. Our main goal is to make our store as user friendly as possible and deliver a great shopping experience.
We are sorry to hear that and will use your feedback to improve this page in the future.
For now, you can contact us using this form. We will reply as soon as possible.
Thank you for your patience and understanding.