We’re sorry about the issue with your product. We want to help you as quickly as possible so you can resolve the problem easily and efficiently. In this guide, we explain step by step what to do depending on your situation.
1. What should I do first if my product is not working properly?
First of all, check the user manual and make sure the product is correctly assembled and adjusted.
Many common issues (noise, looseness, lack of tension, or assembly errors) can be solved with small adjustments.
2. What can I check myself?
We recommend checking the following:
- That all screws are properly tightened
- That cables, pulleys, or belts are correctly positioned and tensioned
- That the product is placed on a level surface
- That the recommended basic maintenance has been carried out (lubrication, cleaning, etc.)
In our Maintenance and Care section, you’ll find step-by-step guides, videos, and recommendations depending on the type of machine.
3. If your product is under warranty
If your machine is under warranty and has an issue (breakdown, malfunction, missing or defective parts), you can request assistance so the issue can be resolved as soon as possible.
Depending on the brand, the process may be handled in two ways:
- Directly with the manufacturer, through their own support form
- Through our Customer Service team, if the brand does not handle issues directly
Check post no. 120: Which brands handle issues directly? to find out how to proceed in your case.
What can you request under warranty?
- Technical support
- Replacement parts shipment
- Product repair
How do you request warranty assistance?
Whether you contact the manufacturer or our team, it’s important to have the following information ready:
- Order number
- Serial number and, for NordicTrack and ProForm, the model number (this information can be found on a sticker on the machine and/or in the instruction manual)
- Description of the issue
- Part number or reference indicated in the manual (if needed)
- Photos or videos clearly showing the issue
⚠️Important
To process any warranty claim, it is essential to provide the purchase invoice. You can download it at any time from your customer account or request it from us.
What is not covered by the warranty?
The warranty covers manufacturing defects or original faults, but it does not include certain cases resulting from incorrect assembly, improper use, or lack of maintenance.
The following, among others, are not covered:
- Incorrect machine assembly
- Wear and tear from normal use of components (belts, bearings, upholstery, etc.)
- Damage caused by incorrect assembly
- Improper use or lack of maintenance
- Damage caused by impacts, humidity, or storage in unsuitable conditions
- Modifications or repairs carried out by unauthorized personnel
4. If your product is no longer under warranty
If your machine is no longer under warranty and you need to repair a fault or replace a part, you should contact the manufacturer directly. 👉 Check post no. 120: Which brands handle issues directly?
- If your brand appears on that list, you can contact their technical support directly to speed up the solution.
- If it does not appear, contact us and we’ll explain how to proceed.
What do I need to request assistance?
- Clearly describe the issue
- Provide the model and serial number
- Share your contact details
The manufacturer will send you a quote or contact you to provide a solution.
Can I buy spare or replacement parts?
Yes, in many cases it is possible to purchase spare parts for your machine.
In some specific cases, we can directly manage the sale of spare parts through our team (for example, for Marcy).
If you are unsure how to handle it, you can contact us and we will explain the appropriate procedure for your case.
To request a spare part, we recommend having the following information ready:
- Machine model and serial number
- Part number or reference (indicated in the manual) + quantity needed
- Photos of the part to be replaced
If you are unsure which part you need, we can also help you identify it.
5. Contact us
Our goal is to help you get back to using your machine as soon as possible with the fastest and most suitable solution for your situation. If you have any additional questions, contact us through our form or by phone — we’re here to help.
