Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will reach out to you via e-mail to determine if you would like to refund and cancel the order or continue to wait on backorder. Do note that backorders require immediate payment to hold the product when it becomes available. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Note: Due to the COVID-19 pandemic and the resulting gym closures across the country, our industry if experiencing heavier volume than normal. We will try to verify stock as soon as possible but in many cases that is not currently possible due to a backlog of orders. As the pre-authorization would expire before this occurs in many cases, we will be processing the charges sooner than normal. In the event of an item being out of stock, we will refund your order fully if you decide to cancel.
Order Shipment:
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at sales@sunburstfitness.com
Please note that the fitness industry is experiencing widespread delays due to overwhelming demand. This is disrupting normal processes and causing shipping times to be longer than usual. For the most up to date estimates on shipping times please see our blog post regarding shipping times.
Custom Order:
The product is not available for immediate shipping. We will special order this from the manufacturer once your order is placed and the order cannot be cancelled nor returned once the item is allocated. When the product is manufactured, it will be sent to you within 24 hours. This could take up to 90 days depending on availability and demand. You will be contacted via email with a status on the item within 3 Business Days. You will also be asked for any customization options at that time. A confirmation e-mail will be forwarded to you within 24 hours of the product being sent. Due to COVID, there could be additional time required for manufacturing up to 30 days more.
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please send photos to returns@sunburstfitness.com and we will process an insurance claim on your behalf.
Cancellations & Refunds:
All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges as well as the original shipping charges if free shipping was received. Refunds will only be issued to the original credit card that you use when placing your order.
If PayPal or Shopify Payments are used for payment, the refund amount will be minus any fees charged to us by the payment processor. This is 2.9% of the payment + $0.30. These fees do not get returned to us when refunding orders.
Returns:
All returns must have a return authorization provided by Sunburst Fitness Supply in order to be accepted. In most cases, we only accept returns on products that are found to be defective. In order to return a defective product, please send photos to returns@sunburstfitness.com along with your request. If approved, we will provide return shipping instructions including a return authorization. We reserve the option to also provide replacement parts instead of a return in the event that the return is related to a missing/damaged part.
For all other returns, if approved, you (the buyer) will be responsible for actual return shipping charges as well as the original shipping charges if free shipping was received. Most orders will also be subject to a restocking fee of no less than 20% and no more than 50% of the original price.
All returns must be sent in the same packaging that the product was sent out in. They will be inspected after being received for damage before any refund is received. Damage and missing parts on buyers remorse returns could result in a reduction of the refund. Buyers remorse returns that are deemed unsaleable can result in a no refund at all so please be sure to make sure returns are packaged properly and with all parts.
Any refused shipment of an order will be handled the same as a buyer's remorse return and be subject to the same restocking fees. Round trip shipping charges will also be deducted from any refund on a refused shipment.
Sunburst Fitness Supply reserves the right to update this policy as necessary.
Free Shipping Eligibility:
Free shipping is only available within the continental United States. Alaska, Hawaii and some remote locations are not eligible for free shipping. Due to the weight of most products we sell, we also can not provide shipping to locations outside the United States. If you are in Alaska or Hawaii and wish to place an order, please contact us. We can not provide free shipping to those locations, however, we can provide pricing for shipping and manually process orders. For international orders we can provide free shipping to a freight forwarder within the continental US if the customer has provided one. However, the customer is responsible for any fees the freight forwarder may charge.
