REPORTING FREIGHT OR PARTS DAMAGE:
Unfortunately, sometimes materials can be damaged during shipment. If materials are damaged during shipment, please follow
the guidelines below to determine the appropriate process for you to follow in case of damages.
Severe Damage:
Obvious damage to external packaging / internal product. Please refuse the shipment and it will be returned to TRUE Fitness by
the carrier. Contact the TRUE Fitness customer support team by calling 800.883.8783 or sales support team by calling
800.426.6570 Monday-Friday during normal business hours to notify us that the shipment has been refused. Once we have
received the damaged shipment, a replacement shipment will be sent to you. Only refuse the damaged piece if the shipment is
multiple boxes.
Slight Damage:
The box may have minimal damages and you are not sure if the actual product is damaged or not. You must sign the bill of
lading as damaged when accepting the shipment. Once you have opened the box and you have determined something is indeed
damaged please gather the serial number, model number, description and photos of damages. Please make sure the photos
include the damaged product as well as the damaged box the product arrived in. Contact the TRUE Fitness customer support
team by calling 800.883.8783 or sales support team by calling 800.426.6570 Monday-Friday during normal business hours.
Concealed Damage:
You may receive a shipment that looks intact and discover once the box has been opened that there are hidden damages.
Please notify the carrier immediately. We will not be able to file a claim if the carrier is not notified in a timely manner. Once
you have called the carrier you will need to gather the serial number, model number, description and photos of damages.
Contact the TRUE Fitness customer support team by calling 800.883.8783 or sales support team by calling 800.426.6570
Monday-Friday during normal business hours.
CHAPTER 6: CUSTOMER SERVICE
Truefitness.com / 800.426.6570 / 636.272.7100
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