COVID-19 UPDATES FOR SMART TECH CUSTOMERS

PRE-ORDERS

I ordered a pre-order bundle, when will my order ship?

If you ordered items on pre-sale:

If you have ordered a pre-sale item plus other item(s) in stock your order will not be dispatched until the pre-sale items are received into our inventory.

SHIPPING

Will there be shipping delays?

While we always want to put our customers first, there are certain things—particularly right now—that we can’t control. Unanticipated delays are, unfortunately, one of them. We are working around the clock to continue to process and ship orders. To help manage a recent surge in demand and to ensure all customers receive their equipment, please except up to 10 business days to process your order and an additional 7 – 10 business days for your order to deliver. Please rest assured that we are working hard to ensure your order is shipped as quickly as possible.

If you pre-ordered a bundle, please refer to the question “I ordered a pre-order bundle, when will my order ship?”.

Do you ship to PO Boxes?

We currently do not have the ability to process orders that use PO Boxes. Please use a different address at this time. We appreciate your understanding.

CUSTOMER SUPPORT

What is the best way to reach customer support?

Due to a high volume of inquiries, our response is longer than normal. Currently, we are responding to phone calls and emails within 48 hours. Our customer support team is doing their best to respond to questions as quickly as possible and ensure that every query receives a response. To offset these longer wait times, we kindly ask that you reserve phone calls for such as order cancellations and FedEx tracking errors. For general questions and feedback, please reach out by email at info@lesmillsequipment.com

DEMAND

I want to purchase equipment, but it is out of stock; when will restocking occur?

Due to the current changing environment we do not have a set date when our equipment will be back in stock. In the meantime, sign up on the product page to get notified when the product is back in stock. You will see on the product page “Sold Out – Notify Me”.

To know if you have successfully signed up for notifications, check your account dashboard by clicking “my account” Here you will see “Alert subscription has been saved”

We also suggest purchasing one of our pre-order bundles as we currently have most of our inventory prioritized for our bundled pre-ordered equipment.

DELIVERY

What happens when I must sign for my package?

Our shipper, FedEx, has disabled most signature requirements. You will not be required to sign for your equipment delivery at this time.

My order status shows delivered but I did not receive my entire order.

Although we ship all orders at the same time, sometimes through travel packages can get separated and arrive on different shipping days.

For example: SMARTBAR™ Sets are delivered in 2 separate boxes. 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 "Multiple Shipment" on the lower middle section of the page, it will show you how many packages are in your shipment, and the tracking and status for each individual package.

An item may arrive a day or two after the delivery date posted.

TRACKING YOUR ORDER

Tracking your order

To easily track your packages without the tracking number, we suggest signing up for FedEx Delivery Manager. It’s free to sign up, and offers several delivery options.

You can also utilize Fedex Delivery Manager to:
- Receive alerts whenever a FedEx® package is sent to you
- Request a hold
- Provide delivery instructions
- Manage packages from your mobile app
FEDEX Delivery Manager here

We are also seeing delivery exceptions due to COVID-19. For example, “Local delivery restriction, delivery not attempted Recommended action: No action required. Delivery re-scheduled for next business day.”

These delivery exceptions will most likely clear up but may take up to 10 business days for your package to deliver. We appreciate your patience as FedEx works to resolve your exception as quickly as possible.

NON-MAINLAND

I live in Alaska and Hawaii; how do I process an order?

We currently do not have the ability to process Alaska and Hawaii orders on the front end of our website. If you would like to receive a quote, please email info@lesmillsequipment.com.

Please note stock levels are quickly changing, we cannot guarantee the products will be in stock once quote confirmed.

Do you ship to Canada or APO/FPO?

We are now shipping to Canada (excluding Quebec).

We currently do not have the ability to process orders shipping to APO/FPO or outside The United States at this time. We appreciate your understanding.

Cancellation

Cancellation

If you would like to cancel your order you may do so within 24 hours of placing your order. If your order has not shipped, we will make every effort to cancel your order. Please note there is no guarantee in cancelling your order, but we foresee the ability to cancel your order is higher given we have longer processing times.

I would like to modify my order; how do I do this?

We are unable to modify orders once an order has been placed. We can cancel your order and you may replace your corrected order. Please note pre-order times are constantly changing. If you cancel your pre-order you will lose your spot and be added to the latest pre-order timeframe.

CLEANING MEASURES

What is your policy around cleaning equipment at my home?

SMART TECH products are tested to be cleaned by wiping down with a damp cloth using a mild detergent, and ensuring products are fully dried prior to storage.

Our product designers have looked at some typical ingredient lists of hand sanitizers/gym wipes and advised that these ingredients should be fairly safe for use on the SMART TECH components with ratings between good and excellent for compatibility. Each individual ingredient has not been formally tested by Les Mills for use on our SMART TECH products, and therefore Les Mills cannot comment on the effectiveness of using any of these products against a particular virus. It is at the user’s discretion to use these products.

SMART TECH warranty covers only manufacturing defects – not cosmetic or use defects.https://www.lesmills.com/merchandise/us/warranty/

PAYMENT OPTIONS & TIMING

When is payment taken when I place a pre-sale order?

You have 2 options.

You can pay by credit card and your payment is taken immediately.

You also have the option to choose a payment plan with our payment solution partner Klarna at checkout (USA customers only). In this case, you will commence your payment plan to Klarna after your pre-order has been shipped. For more information on this option, check out the next question “Do you offer payment plans”.

Do you offer payment plans?

Yes for USA customers only. LES MILLS has partnered with Klarna to offer a special Annual Percentage Rate (APR) of 0.00%* for SMARTBAR and SMART TECH Training Pack purchases (12 month payment plan is minimum purchase $299, 24 month payment is minimum purchase is $599). Just choose ‘Klarna’ at checkout.

*Promotional offer for qualifying orders. Klarna Credit accounts are subject to a potential $2 monthly minimum interest charge, credit approval and terms. Non promotional balances have a standard 19.99% APR. Accounts are issued by WebBank, member FDIC.

I placed by order through “BUY NOW, PAY LATER Klarna” when should I expect to start making payments?

Once an order is placed through Klarna you will not commence your payment plan until your order ships.