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FAQS FOR CONSUMERS & INSTRUCTORS

SHIPPING & delivery

 

Where do you ship?

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

 

If you are in the UK, please click here

 

If you are located outside of the US or UK, 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/

 


What are my shipping options?

We offer 2 different shipping options:

 

Orders under 150 lbs (typical order).

Our system will automatically select the cheapest courier service for you.

 

If you have purchased a Les Mills On Demand bundle (including subscription), your order will automatically fall under 150 lbs.

Orders above 150 lbs

We use our truck delivery service operated by Mainfreight. Mainfreight will contact you at your provided phone number to confirm delivery timing.

 


How do I get a Shipping 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. 

 

If you are in Hawaii or Alaska please contact us for a quote : info.usa@lesmills.com

 

How long will shipping take?

Orders under 150lbs (typical order) within Continental USA

Carriers

Estimated Delivery Time

FEDEX 2 Day

4 Business Days

FEDEX Regular/Ground

7-10 Business Days

USPS

7-10 Business Days

 

Orders will be processed within 5 business days. Orders received on Fridays are processed and picked up by Carriers on Mondays. Orders received during the weekend are processed and picked up on Tuesdays.  Orders outside the continental Unites States may take longer than the estimated delivery times above. 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.

 

Orders over 150lbs

Estimated delivery time is 7-10 Business Days from order.

 

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.

 

 

How do I track my order?

Orders under 150lbs (typical order)

You will receive a FedEx master tracking number in your order confirmation. You can track your order using this number on the FedEx website (https://www.fedex.com/apps/fedextrack/?action=track).

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.

Each carton within an order may not be delivered at the same time or the same day. If you have not received your full order within the estimated delivery time, please contact info@lesmillsequipment.com.


Orders over 150lbs

To track your shipment please email info@lesmillsequipment.com and include the order number. Most freight carrier orders arrive within 7-10 business days of ordering.

 


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

 

 

 

CANCELLATION & RETURNS

 

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 (all freight charges are the responsibility of the customer). Please email info@lesmillsequipment.com for more information.

 

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 can 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.

 

PAYMENT & FINANCE

 

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 consumers?

We have partnered with Klarna to offer payment plans – so you can get the gear now but pay over time.

 

Checkout each product listing for details on available plans – we even offer 24 month plans on our top selling bundles. For general information on our partnership with Klarna, please click here.

 

Please note you will need to reach out to Klarna directly if you encounter any issues while processing your order: https://www.klarna.com/us/customer-service/.

 

If you are located in Hawaii or Alaska Klarna is not currently available.

 

WARRANTY

 

What warranty does LES MILLS® offer for the 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.

 

 

 

 

LES MILLS INSTRUCTORS

 

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

As a LES MILLS® Instructor 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 and verify all 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 "Instructor” 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.



OTHER QUESTIONS


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 are able to 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.

 

I have other questions

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