FAQS FOR CONSUMERS & INSTRUCTORS

Shipping & delivery

Where do you ship?

LES MILLS® US ships within the United States, including Hawaii and Alaska, and also to Canada (excluding Quebec).

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 http://www.lesmills.com/merchandise/us/distributors/

Do you ship to APO/FPO?

We do not have the ability to process orders shipping to APO/FPO. We only ship to the United States and Canada (excluding Quebec). You can find your nearest SMARTTECH™ Equipment distributors here: http://www.lesmills.com/merchandise/us/distributors/

What are my shipping options?

We ship all orders under 150lbs via UPS. Our system will automatically select the least expensive option for you. Orders weighing over 150lbs may be subject to LTL delivery services.

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

We do not offer LES MILLS® equipment in stores at this time.

When will my order be shipped?

Orders under 150lbs – United States:

Orders are processed within 2 business days.
Orders received on Fridays are picked up by carriers on Mondays. Orders received during the weekend are picked up on Tuesdays.
Once your order ships, estimated delivery time is within 2 - 5 business days.


Orders under 150lbs – Canada:

As above, however once your order ships, estimated delivery time is within 3 – 10 business days.


Orders over 150lbs:

Orders are processed within 2 business days. Once your order ships, estimated delivery time is 3 - 5 business days.
We do not ship partial orders. If you have ordered a pre-sale item along with in-stock merchandise, the order will not ship until all items are available.

Do I need to sign for my package?

You will not be required to sign for your equipment delivery at this time.

How do I track my order?

Orders under 150lbs (typical order)
You will receive a tracking number for your UPS shipment when you receive the shipping confirmation email. If there are multiple cartons in your order there will be a tracking number assigned to each. Visit www.ups.com/track and enter the tracking number. It will show how many pieces you have in the shipment and the estimated delivery date. Click into the hyperlink (eg “1 of 4 piece shipment”) and it will show each of the tracking numbers assigned to your full order.

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.

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 and you have not received all items in your order, please email info@lesmillsequipment.com with the following so we can help you file a claim to resolve the issue.

1) Your order number
2) A detailed description of the issue

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

SMARTBAR™ Sets are delivered in 2 boxes (Bar in one carton and the Weight Set in another carton). Occasionally, UPS will deliver one package one day, and the second package the next day.

Check the tracking status of your shipments by following the tracking steps listed under “How do I track my order?”. If all packages say "Delivered" but you have not received all items, please email info@lesmillsequipment.com with the following information so we can help you file a claim to resolve the issue:

1) Your order number
2) A detailed description of the issue

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

Please contact our support team at info@lesmillsequipment.com within 7 days to report any issues with your order and include the following information:

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

Cancellation & Returns

Can I cancel my order?

We can attempt to cancel orders within 24 hours of purchase. However, cancellations are not guaranteed, and your order may still ship. Our equipment specialists are available Monday through Friday 9:00 am to 5:00 pm CST to assist you. Please email us at info@lesmillsequipment.com.

If the order has already shipped, we cannot recall it. Please refer to https://shop.lesmills.com/us/shipping-and-returns for information on how to return your items.

Do you accept returns?

Within the continental United States:
If for any reason you are not satisfied with your SMARTTECH™ equipment, you can return it within 30 days for a full refund. To initiate a return and obtain a free shipping label, please email info@lesmillsequipment.com for more information.

Hawaii & Alaska 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.

Canada:
Returns will be refunded for the original product purchase price & tax applied in your original order. (Charges to return the item(s) back to our warehouse will not be included). All return freight charges are the responsibility of the customer. Customers are responsible for any duties/taxes applied by customs when returning items to the USA. If the value is less than USD $800, there should not be any duty applied.

*For LES MILLS® used goods all sales are final – returns are not covered under warranty. You

Can I add, remove, or change products in 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 can initiate a returns process after your original order is delivered.

Can I return equipment if I purchased a bundle that includes a LES MILLS+ subscription?

Yes. Please contact info@lesmillsequipment.com to begin the return process.
For more information, see our T&C's

Can I return individual item(s) from an equipment bundle?

Yes. If you wish to return an individual item from a SMARTTECH™ equipment bundle, Please contact info@lesmillsequipment.com to begin the return process.
For more information, see our T&C's

Payment & Financing

What are the credit card payment options?

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

Do you have financing 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 Canada, Hawaii or Alaska, Klarna is not currently available.

Does LES MILLS® charge sales tax?

United States:
LES MILLS® is required by law to charge sales tax in all the states where sales tax applies. Rates differ based on your location and will clearly show in your checkout cart before you complete your purchase.

Canada:
LES MILLS® is required by law to charge consumer sales tax. Rates differ per province and will clearly show in your checkout cart before you complete your purchase.

For shipments to Canada, can I pay in CAD?

We list all prices in USD and accept payment in USD. Payment in CAD is not available. Foreign exchange charges may apply. For more information, please contact your bank to see if this applies for you.

Warranty

What warranty does LES MILLS® offer on equipment?

LES MILLS® Equipment provides limited warranties on all products. The limited warranty differs for each product. LES MILLS® used goods are not covered under warranty. You can find SMARTTECH™ warranty information https://www.lesmills.com/merchandise/equipment/warranty/

LES MILLS® INSTRUCTORS

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

As a LES MILLS® Instructor you are entitled to a discount on equipment. To receive the discount, you need to create an account on our equipment site and log in to place your order. 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/us/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!

Other questions

What if the product I want is out-of-stock?

Out-of-stock items are marked for “pre-order” on our website. If your cart contains items on pre-order, you will be charged for the total amount of the order at checkout.

We do not ship partial orders. If you have ordered a pre-sale item along with in-stock merchandise, the order will not ship until all items are available. Once your order ships, you will receive a shipping confirmation email containing tracking details.

How do I care for my SMARTTECH™?

Information on how to use and care for your equipment can be found here: https://www.lesmills.com/merchandise/equipment/care/

I’m having trouble logging into my LES MILLS® Equipment account. Who do I contact?

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

Why has the maximum weight for a SMARTBAR decreased from 60kg/130lb to 45kg/99lb?

The SMARTBAR™ bar has not changed, however, we have decreased the maximum weight recommendation from 60kg/130lbs to 45kg/99lbs. This change has been made in response to the results of testing done as part of ongoing product quality control (QC) to ensure the product is fit for purpose. Since the launch of the SMARTBAR™ in 2012, there has been a significant change in both how it is used and the weight that it is subjected to. This is primarily due to the increasing popularity of high-intensity classes such as GRIT STRENGTH®, and an increase in the overall strength amongst our user bases. We have found through our testing that the increased intensity and frequency of aggressive movements with more than 45kg/99lbs (22.5kg/49lbs per end) loaded on the SMARTBAR™ may result in the bar developing a permanent bend. To ensure our product's safety and an optimal experience, using the SMARTBAR™ with more than 45kg/99lbs is not recommended and will now fall outside our manufacturer warranty.

I have other questions.

Our equipment specialists are available Monday through Friday 9:00 am to 5:00 pm CST to further assist you. Please email us at info@lesmillsequipment.com

LES MILLS+

What is LES MILLS+?

LES MILLS+ gives you the best, authentic Les Mills workouts anywhere, anytime, on almost any device. We’ve customized the workouts we teach in health clubs and made them available to you as online videos. With over 1500+ videos online we have a large variety of workouts from 15 - 55 minutes. 

Many of the workouts are only 20-30 minutes – ideal for in-home – and they’re just as challenging and rewarding as going to the gym. In addition, LES MILLS+ provides workout schedules customized to your level of fitness, Les Mills Nutrition knowledge to improve your training, and videos to get the most out of your workout regimen.

Want to give it a go? Select here to start your free trial!

To get a flavor of LES MILLS+, check out our Facebook community here: https://www.facebook.com/groups/LMODsquad/

How can I get support for LES MILLS+?

If you have any questions about LES MILLS+ or need assistance with you LES MILLS+ subscription visit: https://support.lesmillsondemand.com/support/home

How do I start the LES MILLS+ subscription that comes with my Equipment order?

Some of the Equipment Bundles available on our equipment website shop.lesmills.com include a free Les Mills+ subscription. Please see the step-by-step instructions provided on LES MILLS+ help page HERE.

I already have an active LES MILLS+ subscription, when can I redeem the subscription that comes with my Equipment order?

If you have purchased an equipment bundle that includes a LES MILLS+ subscription but you already have an active LES MILLS+ subscription, you can add the subscription that comes with your equipment purchase to your Les Mills+ account at any time and you will not lose any subscription time you have already purchased or added to your account.

For more information on adding the LES MILLS+ subscription included in your equipment purchase please read through the support article on the LES MILLS+ help page HERE.