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FAQS FOR CLUBS

ORDERING

Can I purchase the products even though my facility does not license LES MILLS® programs?

YES! You do not have to be a LES MILLS® Licensee to purchase equipment. LES MILLS® Equipment is available to all health clubs, fitness studios, gyms, corporate wellness centers, spas, and other fitness facilities that use equipment and not for resale to the public.

 

Is there a facility or store that sells LES MILLS® Equipment or an alternative to shipping?

Shipping costs are calculated using FedEx Rates which take into account the weight of the order and the distance from our Distribution Center near Chicago. If you are located in the Chicagoland area, you can choose to "Pick Up" your order at our Distribution Center. Please note a handling fee will apply when picking up from our Distribution Centre depending on the volume of the order. We will quote this for you prior to pick up.

 

Can I make a purchase to be shipped outside of the US?

LES MILLS® US only ships within the United States, including Hawaii and Alaska.

 

Clubs registered for GST within Canada can also purchase. We are unable to ship to non-GST registered clubs & all consumers in Canada. To purchase please email info@lesmillsequipment.com as we cannot process through the website. Please note purchases are in USD. We will provide a freight quote on request. All duty/VAT/customs fees are excluded from the freight quote & payable by the purchaser.

 

If you are located outside of the US, please refer to the list of our Global Distributors for any SMARTTECH™ or Don Oliver BODYPUMP™ Equipment here at http://www.lesmills.com/merchandise/equipment/distributors/

 

How do I get a Quote?

After placing the items in your shopping cart, scroll down the page and enter the State and Zip Code for your delivery address and click on "Get a Quote". Most of the time you will only have one option for shipping (the cheapest freight option will be displayed). Select the freight amount and click on "Update Total". You will now see a full quote on screen that includes all freight and tax. You can print this quote by clicking on "Print Your Quote in PDF". All quotes are valid for 30 days.

How do you validate a customer is a LES MILLS® Licensee?

As a LES MILLS® Licensee you are entitled to a discount. In order to receive the discount, you need to create an account on our equipment site. We review all new customer accounts to check for any missing data. We verify all Licensees and Instructors are in our database. We may contact you to verify details and may also communicate special discounts and announcements.

Please follow the below instructions to create an account on our equipment site. You will then see your discounts apply in your cart at checkout.

1.       Go to https://shop.lesmills.com/equipment/customer/account/login/

2.       Click "Create an Account"

3.       Click "Create New"

4.       Select "Les Mills Partner" when prompted to ensure discounts apply in cart

5.       Click Submit! If you have an existing account, please let us know the email associated and we can reset the password for you.

 

I’m having trouble logging into my Les Mills Equipment account. Who do I contact?

Contact customer support by sending an email to info@lesmillsequipment.com.

 

How can I be alerted when an out of stock product is available?

You can sign up for an email when an out of stock product is back in stock. Find the product and click through to the page with the product description. Above the product details and the social media icons, there is a link that says, "Sign up to get notified when this product is back in stock." Once that is clicked, you will then receive an email when the product is available again. Make sure you are signed into your account first!

 

Does Les Mills charge sales tax?

Les Mills is required by law to charge sales tax in areas we have a physical presence. If you are charged sales tax, it is because Les Mills has a registered tax base in your state. The sales tax will clearly show in your checkout cart before you complete your purchase.

 

How do I order if my facility is Tax Exempt?

Please email your tax-exempt certificate to info@lesmillsequipment.com. We will then contact you to process your order.

 

 

Can I add, remove, or change products for an order that has already been submitted?

We are not able to change an order once it has been placed due to fast warehouse processing. You will need to place an additional order if you wish to purchase additional items. If you want to remove or change products you will need to receive the order and return the necessary items and place a new order.

 

SHIPPING

What are my shipping options?

We offer 2 different shipping options, varying in price, for orders over 150 lbs. as below:

1.       Delivery to Dock/Ground outside customer facility

2.       Delivery inside customer facility, day and time definite for ETA

 

For orders above 150 lbs. the carrier will contact the customer at the phone number provided on the order to confirm delivery timeframe.

For orders under 150 lbs. a courier service will be used. Our system will automatically select the cheapest option for you. If you have purchased equipment as part of an LMOD subscription bundle your order will fall under the 150 lbs. threshold so a courier service will be used.

When will my order be shipped?

Orders will be processed within 5 business days. Shipping times are additional to this depending on the shipping option you choose at checkout (e.g. FEDEX 2 day vs. 5-10 day options – FEDEX regular, USPS, or Mainfreight trucking). Please note shipping timeframes also apply to business days only. Orders outside the continental Unites States may take longer. Due to COVID-19 affecting some businesses and movement within regions there may be an additional delay in shipping time of up to 5 days.

Please note that orders are not processed or shipped on Saturdays or Sundays.

How do I track my freight carrier shipment (for couriers see below)?

For orders over 150 lbs., to track your shipment go to https://www.mainfreight.com/track. Enter your order number as your reference number. Most orders arrive within 7-10 business days of ordering.

If you are still unable to track your order, please contact  info@lesmillsequipment.com

 

 

How do I track my order from Federal Express?

For orders under 150 lbs., you will receive a master tracking number for your Federal Express shipment when you receive an order confirmation.

You may find detailed tracking information on the FedEx website. You can track your package using the master tracking number provided in your shipment notification, and click "Multi-Shipment" on the lower middle section of the page. It will list how many packages are in your shipment, and the tracking and status for each individual package. Please note that all cartons within an order may not be delivered at the same time or even the same day. If you have not received your full order within the maximum days specified by FEDEX (e.g. 2 day, or 10 day shipping) please contact info@lesmillsequipment.com.

 

Who do I contact if my order is showing as “Delivered,” but I have not yet received my items?

If more than 5 business days have passed from the delivery date listed on your tracking information, please email info@lesmillsequipment.com with the following so we can help you file a claim and receive your product.

1) Your order number
2) Photos clearly showing the contents of what you received and the packaging it came in
3) A detailed description of the issue

 

 

I ordered a SMARTBAR™ Weight Set with Bar OR Don Oliver BODYPUMP™ Weight Set with Bar, and I only received the weights or bar – what do I do?

SMARTBAR™ Sets and Don Oliver BODYPUMP™ Sets are delivered in 2 boxes (Bar in one carton and the Weight Set in another carton). Occasionally, FedEx will deliver one package one day, and the second package the next day. If you track your package using the tracking number provided in your shipment notification and click "Show" on the lower right hand side, it will show you how many packages are in your shipment, and the tracking and status for each individual package.

 

If both packages say "Delivered" please email info@lesmillsequipment.com with the following so we can help you file a claim and receive your product:

1) Your order number
2) Photos clearly showing the contents of what you received and the packaging it came in
3) A detailed description of the issue

 

I received my order which included incorrect items or was missing items and/or the goods were damaged upon delivery – what do I do?

Please contact info@lesmillsequipment.com within 3 business days with any issues you have with your order and include the following:

1) Your order number
2) Photos clearly showing the contents of what you received and the packaging it came in
3) A detailed description of the issue
4) Please advise if you noted any damage or missing items on the POD

 

Can I cancel my order?

We are usually not able to change or cancel an order once it has been placed. We will make every effort to confirm cancellation if you request an order cancellation within 24 hours via email to info@lesmillsequipment.com.

 

If the order has already shipped out we will be unable to recall it. Please refer to https://shop.lesmills.com/equipment/shipping-and-returns for more information on how to return your items.

Do you accept returns?

We accept returns of unopened cartons within 14 days of purchase. Returns will be refunded for the product purchase price only. All freight charges are the responsibility of the customer. Please email info@lesmillsequipment.com for more information.


PAYMENT

 

What are the credit card payment options?

We accept Visa, MasterCard, American Express, and Discover. We accept debit cards from the US.

 

Can I pay by check?

Yes, you can pay by check. We will hold all check payments for 10 days before we release your order. To pay by check, please email info@lesmillsequipment.com.

 

Do you have finance available for clubs?

Yes, Les Mills Equipment has partnered with a finance company to help with your equipment lending needs.
Click here for more information
Click here to apply

 

 

 

Setting up SMARTBAR™ racks

How do I set up my new SMARTBAR™ Rack?

Please click HERE for more information on how to set up the racks.

 

 

Warranties

 

What warranty does LES MILLS® offer on equipment?

LES MILLS® Equipment provides limited warranties on all products. The limited warranty differs for each product.

You can find Smart Tech Warranty here.

Resistance Tubes: 13 months.
Don Oliver: Two years.

 

 

 

OTHER QUESTIONS

 

Other Questions?

Contact customer support by sending an email to info@lesmillsequipment.com.