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FAQ

Proposed FAQs for Local Shipping

Claims / Returns

1. What if the item is damaged when it is delivered to me?
Please email to customercare@fitnessfactory.com.sg within 24 hours after the delivery has been completed, failing which Fitness Factory shall have no liability whatsoever.

2. How can I file a claim for lost shipment?
Please email to customercare@fitnessfactory.com.sg within 24 hours after the delivery has been completed, failing which Fitness Factory shall have no liability whatsoever.

3. My item was lost/damaged in transit. What is the claim limit?
For goods lost/damaged in transit, our vendor, Lalamove will bear charges up to $200 but this is on case-by-case basis.

4. What is the return policy for online purchase?
Apart from the Versa Gripps®, Harbinger Women’s Pro®, Harbinger Training Grip and Fitness Factory Tees, we do not do refunds or exchange of any purchase.

5. Can I exchange my item(s) purchased online at Fitness Factory’s physical store?
We only do exchanges for the Versa Gripps®, Harbinger Women’s Pro®, Harbinger Training Grip and Fitness Factory Tees. To do so, please return these items in good condition with the original packaging within 7 days of purchase. Please bring along the receipt as proof of purchase to facilitate the exchange.

6. Can I exchange an item via mail?
We do not accept exchanges via mail. Please come down to Fitness Factory Pte Ltd located at 82 Boat Quay, #02-01, to exchange the item.

 

Order

1. What is the cut-off time to place an order such that I am able to receive my items within 4 hours?
The cut-off time will follow our operation hours for Fitness Factory, which are:
Monday – Friday: 7am – 9pm
Saturday: 7am – 5pm
Sunday: 8am – 4pm

2. Do you deliver on Public Holiday?
No deliveries will be done on Public Holiday.

3. Can I place multiple orders?
Yes, you can place multiple orders.

4. Can I have my items delivered to multiple addresses?
Unfortunately, this is not possible. For delivery to multiple locations, please place the orders individually.

5. How can I figure out my size for apparels and/or the Versa Gripps?
Click on the ‘Size Guide’ tab in the product page for more information about the sizes of the individual products.

6. How much does it cost to send an item?
For Local Shipping, there will be a flat rate of $18.
For International Shipping, shipping costs will depend on the country and state.
For more information, please email to customercare@fitnessfactory.com.sg

7. Can I make changes to my order?
No changes can be made to the order once it has been placed. However, the Versa Gripps®, Harbinger Women’s Pro®, Harbinger Training Grip and Fitness Factory Tees are exchangeable. To do so, they must be returned in good condition with the original packaging within 7 days from the date of purchase. Please bring along the receipt as proof of purchase to facilitate the exchange.

8. What happens if an item in my order is not available?
Please email to customercare@fitnessfactory.com.sg to reserve the items.

9. How long can I keep items in my cart?
The items will be there as long as the browser cache is not cleared. However,
the sales of our products are on first-come-first-serve basis. Hence, it is
recommended that you make payment as soon as possible to prevent stock-
out.

10. Are the same products offered online available in stores?
Yes, we sell the same products at our physical store, Fitness Factory Pte Ltd, located at 82 Boat Quay, #02-01.

 

Delivery

1. What will happen to my item if no one is at home/delivery address to receive it?
If the driver reaches the drop off location and no one is around, he will give the recipient or Fitness Factory a call to ask for instructions.
If permission is granted by the recipient to leave the item at the doorstep, the driver will do so. If not, the driver will bring the item back to Fitness Factory. This will incur additional stop charges.

2. Will I receive a receipt upon delivery?
Yes, you will receive a receipt upon delivery.

3. What number can I call to enquire about the delivery of the item?
Please email to customercare@fitnessfactory.com.sg or call the main line at 65350851 to enquire about the delivery of the item.

4. Is there a minimum purchase amount for free delivery?
Yes, there is. Simply purchase 3 or more pairs of Versa Gripps® and enter the code “VERSA3” at the checkout page.

5. It has already been 4 hours and I have not received my order. Who do I contact?
Email to customercare@fitnessfactory.com.sg or call the main line at 65350851. We will assist you in tracking your order.

6. Do you offer international shipping?
Yes, we do provide international shipping to Southeast Asian Countries.
These countries include Brunei, China, Hong Kong, Indonesia, South Korea, Macau, Philippines, Taiwan, Thailand, Vietnam and Malaysia.

 

Payments

1. What are the payment options available?
We accept payment by Paypal or Credit Card.

2. How do I pay for my order?
Payment can be done via Paypal or Credit Card.

3. Can I pay using Paypal without a Paypal account?
Yes, you can do so. You don’t have to create a Paypal account. All you need is any Credit Card that is supported by Paypal.

4. What information do you require for online payment?
To facilitate payment, we will need the name of the Credit Card holder, Credit Card Number, CVV, Expiry Date & Billing Address etc.

5. What security checks are in place to make sure my purchase is valid?
The transaction will take place over a secured connection. This means that all information is encrypted, ensuring a safe transaction.

6. What should I do if my order is not being processed?
Firstly, refresh the page before re-adding the item into your basket. Next, proceed to checkout.

 

 

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