Frequently Asked Questions

Order Status

How do I check my order status?
You can check your order status by clicking here. Alternatively, please contact our sales team who will be happy to provide you with an update on your order.

PREORDER

What is a Preorder?
When we are expecting stock of a machine, we may offer customers the opportunity to purchase the machine under a preorder status. This will be indicated on the product page by displaying "Shipping from dd/mm" under the product name. This will allow you to reserve a product and your order will be released once the stock has arrived in the warehouse, approximately on the date shown on the website. Please note, your card will be charged straight away when you place the order using credit or debit card.

When will I receive my Preorder?
Please note that the displayed "Shipping from" date is an approximation only to advise when the stock is due into our warehouse. Once the stock has been booked in, orders will be released for picking and packing. Once this is completed, customers will hear from the couriers to arrange a delivery date. Our standard lead times are applicable from the date the order was released.
Due to circumstances beyond our control, stock may occasionally be delayed beyond the date shown however we will contact all customers that are affected as soon as we receive notification of a change.

Shipping and Delivery

When will my order be processed?
Orders are processed Monday to Friday 9am to 5pm. All orders placed after 5pm on a weekday, on a weekend or bank holiday will be processed the following business day.

What are our delivery lead times?
Once your item has been shipped, you should receive it within 10 working days for standard delivery. For delivery & assembly, you should expect to receive your machine within 14 working days.

What types of delivery are available?
We offer free standard delivery to a ground floor room of your choice. We also offer a delivery and assembly service which is available on most of our rowers, treadmills, exercise bikes and elliptical machines. If the delivery and assembly option is not present during checkout, regrettably we are unable to offer this service for that particular machine. If you have ordered any accessories, such as a floor mat, these may be delivered separately from your machine and the courier we usually use for this service is DPD.

What is Standard Delivery?
Standard delivery of our machines is a 2 or 3 man delivery service to a Ground Floor location of your choice, within your property. The machine(s) are delivered in their boxed packaging and the location must not be outside or in an insecure place (eg, driveway / garden). Any additional accessories purchased at the same time will either be delivered with your machine or on some occasions, may be delivered by DPD and you will receive a delivery notification separately to your machine.

Do you offer Upper Floor or Lower Floor Delivery?
For certain machines, it may be possible for our couriers to deliver to an upstairs or downstairs location, however it does depend on the access available within your property. There will be an additional charge for this service. To enquire about this additional service, please ensure you speak with our sales team BEFORE placing your order, as this will be declined and a failed delivery fee will apply if you request this at the time of delivery.

Is there a charge if I am not able to accept delivery on the day?
Our couriers do charge us for every attempted delivery. If your delivery fails due to someone not being present at the shipping address to accept the delivery, the machine not being able to fit through your access doors, the delivery location not being a ground floor (unless agreed beforehand) or if you have changed your mind and not notified us prior to the date of delivery, we will charge a failed delivery fee which will be calculated based on the fees charged to us by the couriers.

Assembly

Is Delivery & Assembly available?
Delivery & Assembly is available only to select postcode regions. Please see here for more information.

How much is Delivery & Assembly?
This service is a fixed fee of £199 for boxed machines weighing 119kg or less, and £399 for boxed machines weighing 120kg or more and is charged per machine.

Upstairs installation may be available on selected machines but this must be agreed via email with our sales team before placing an order.

What is provided in the Delivery & Assembly service?
A trained assembly crew will deliver to a ground floor room of your choice, unpack and then fully assemble your machine in your selected location. Once completed the crew will remove and dispose of any packaging materials supplied with the product. Please be advised this is an assembly service only; the crew will not test or provide a demonstration of the workings of the machine.

For Treadmills, please note the running belt can sometimes slip during transport and may need realigning after installation. This step is part of the general user maintenance and instructions of how to easily realign your treadmill's running belt can be found in the product user manual.

Can I assemble my machine myself?
Yes. Your item comes equipped with detailed assembly instructions. Assembly usually takes around 30-60 minutes, depending on the individual’s skillset. We always recommend 2 people for assembly.

Returns

What is NordicTrack’s return policy?
Please see here our Terms and Conditions that include our returns policy information.

VIRTUAL SHOWROOM APPOINTMENTS

What is a Virtual Showroom appointment?
You can now schedule a personalised, 1:1 consultation with one of our US NordicTrack specialists where you will experience a fully-loaded video demonstration of our top-selling machines, see interactive personal training in action and an opportunity to ask questions about our products and services.

How can I request an appointment?
You will find a link at the top right of each webpage, at the bottom of the product page itself, or you can click here.

Will the exact machine I am interested in be demonstrated?
Our virtual showroom appointments are run by our US NordicTrack sales team as we do not have a showroom available in the UK. Whilst a vast range of our machines will be available to showcase, it may not always be possible to see the exact model we sell on our UK website.

Do I need to be at a computer for my appointment?
Our virtual showroom tours are done over video call using Zoom, so you can choose whether to use a computer, tablet or smartphone to join your appointment. During the video call our advisors will have their camera on but you don’t have to if you don’t feel comfortable doing so. Please make sure your audio is turned on though so you have the chance to speak with our advisor and ask any questions!

What if I still have questions afterwards that weren't answered?
Don't worry, our UK team will send you an email if we haven't heard from you within a couple of weeks, just seeing if there's anything else we can help you with. In the meantime though you can always contact a member of our UK sales team using our Contact Us Page.