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Online operates as per usual! Please allow 10-15 business days for online orders to process.

See our latest information on COVID-19 and how you can still safely get the things you need Read the update

Order Inquiries

 

 

FAQ

 

How long does it take to ship an order?

Due to the COVID-19 outbreak, we experience a much greater volume of online purchases than usual, therefore processing time is delayed. Our current order processing time is 10 - 15 business days. In some cases where there is an issue with billing or availability, the processing time might take longer.

 

Why doesn't my tracking number work?

The fact that the shipping label was created, does not mean that your order was already shipped out. It only means that your order has passed the first stage of the process. Now our warehouse is collecting your goods and preparing them for shipping. During the COVID-19 outbreak, we experience delays, and therefore, it may take up to 7 days after the shipping label was created for the order to be ready to be picked up by the courier. How long it takes, only depends on how many people placed their order before you. We ship several truckloads daily, therefore it will be shipped as soon as it is ready.

 

Where can I find the tracking number?

To track the status of your shipment, please visit here. Please allow 10-15 business days for your order to be shipped out. At which point you will be able to track the shipment online. If the courier does not show updates on their website yet, it means that our warehouse is still working on your order. It may take up to 7 business days for tracking information to become available after the shipping label was created. Please be patient.

 

Why don't I get a response to my email?

Our normal response time is no longer than several hours. However, due to the closure of all public gyms, we currently experience a rapid increase in inquiries. We do not ignore any of them, however, our response time is just being delayed by as much as 7 business days in some cases. Please do not send multiple emails, as it further slows down our response time, because we then respond to the same person/question multiple times. Please be patient, we just need to respond to the customers that emailed us before you.

 

I forgot to buy a product; can it be added to my order?

To maintain a fluent flow of the shipments during the COVID-19 outbreak, we cannot add items into your order, therefore the items will have to be purchase seperately.

 

I need to change the items / address in my order. How can I do that?

We cannot change the address on an order, as the order can only be sent to your billing address. We also cannot change the items in your order after the order was placed. If these changes must be made and cannot receive the order the way it is, you will need to get the order cancelled and then place a new order. You can cancel the order by sending your order number to cancellation@fitnessavenue.ca

 

Please Note: Processing a shipping label is only the first stage in processing an order. Then, the warehouse has to collect the goods and prepare them for shipment. When the packages are ready, they are collected by the courier the same day or no later than the following morning. Therefore, if your shipping label has been created, it does not mean that your order is ready to be picked up. It may take up to additional 1-7 business days until it is picked up.

To make adjustments to your existing order, please contact us at orders@fitnessavenue.ca  Orders can only be revised if they were not processed yet.

Monday-Friday: 10:00am - 6:00pm (EST)

 

Current response time 1 - 7 days

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