Welcome to Fray Fitness. Fray Fitness offers products and services to you when you visit our store at Frayfitness.com. When shopping with Fray fitness, wether the order is placed over the phone or through the website, you agree to the following terms and conditions.
Taxes are charged on orders shipped to states where we are required by law to collect tax. For the states we do not collect sales tax, you may be responsible for reporting your purchase and paying sales tax directly to your state.
Fray Fitness will make every attempt to be certain that all product dimensions, colors, and photos are 100% accurate; however, there are times where minor discrepancies based on screen resolution or other possible factors may occur. Any questions or hesitations based on color or dimensions must be discussed prior to placing your order. Fray Fitness will not be responsible for minor discrepancies from what was advertised.
PRODUCT LISTING ERRORS
We do not warrant that product descriptions or other site content are accurate, complete, reliable current, or error-free. Prices and promotions are subject to change. Despite our very best efforts, rarely, an item on our website may be misplaced or unavailable. If any of these issues arise, we reserve the right to cancel your order or contact you for further instructions on how to proceed.
WE WILL ALWAYS CHARGE YOUR CARD IN FULL AT THE TIME OF PURCHASE, REGARDLESS OF IF THE PRODUCT IS IN STOCK OR ON BACKORDER. The product will state whether it is on backorder or in stock on the product page. Note when making an online order and choosing in-store pickup, items will not be held if the order has not been paid online already. In the scenario you choose in-store pickup, yet you do not make payment online, we will likely have the products you ordered, but it will not be guaranteed.
We take great pride and extreme effort to ensure your order is shipped correctly, but on occasion, we make a mistake. If you receive an incorrect item or order, please contact us within 7 days from delivery and we will fix the issue. If it is after the 7 day period, you may lose this right.
If you wish to cancel an order that has not yet shipped, please contact customer service and we will cancel if it has not yet shipped. Orders are not canceled until confirmed by Fray Fitness. We have a order cancellation fee for any order, for any reason, cancelled by you after 24 hours. This fee is currently 15% of your order amount paid. This is in effect because of the massive amount of pre-purchasing going on. We are having the product made specially for these orders. This applies to a cancellation made by the purchaser, not by Fray Fitness. So this cancellation fee includes backorder and pre-order items as well. You will receive estimated ready dates for your equipment during this backorder/pre-pay period if you inquire. These are only estimates and are subject to change and do not give you the right to cancel your order if the date changes. Our dates given are as accurate as they can be, and if they change it will not be a dramatic change. If you are concerned with how long it may take and believe your order will be based on this information, we strongly advise you to check with us prior to ordering. That will prevent you from paying a cancellation fee when you are attempting to cancel after an order is made due to the waiting period. In addition your entire order will only ship when it’s completely ready to ship. WITH THE CURRENT SITUATION ONGOING WE CONSIDER ALL ORDERS TO BE "SPECIAL ORDERS". MEANING WE ARE TAKING EACH INDIVIDUAL ORDER INTO THE PRODUCTION PROCESS AND PAYING DEPOSITS ON THIS, WITH NO WAY TO TURN IT AROUND. PLEASE DO NOT MAKE AN ORDER IF YOU THINK YOU WILL BE CANCELLING. WE WILL HAVE TO ENFORCE THE CANCELLATION FEE. WE ARE ATTEMPTING TO SERVE OUR CUSTOMERS THE BEST WAY WE CAN. THE FEE PROTECTS US FROM GOING OUT OF BUSINESS BY HAVING EXCESS UNWANTED INVENTORY.
Fray Fitness ships to all of the lower 48 United States and uses several different carriers for shipping. Included, but not to limited to: UPS, FEDEX, USPS, and LTL freight carriers. Fray Fitness uses shipping carriers and methods at it's sole discretion.
APO SHIPPING: We are committed to supporting our servicemen on shipments in the lower 48 states. For those of you on deployment, please give us a call for custom shipping quote
Fray Fitness does not guarantee delivery dates. Typical transit time after product has been handed to the carrier is 1 to 5 days when shipping ground and 2 to 7 days when shipping freight, but can occasionally take longer. We typically ship same or next day, however during certain times including busy season it can be up to a week or longer depending on circumstances. ***During the COVID19 period we are currently experiencing, these timeframes are subject to being much longer.***
Most orders under 500 pounds will be shipped a ground packaging service. Large orders will be shipped through a freight service.
When shipping freight, we always chose the "Contact before delivery" option. You will need to be present for the appointment time given to you by the trucking company. Fray Fitness is not responsible for any charges or losses incurred by missed appointments by the customer or the trucking company. You will be required to pay any and all fees charged for re-delivery by the freight company if you are not present at the appointment time you agreed to for delivery.
Typically the LTL freight shipping method is "curbside service". You will be responsible for moving the freight from the curb to where you need it, unless you have paid for "inside delivery". Doorstep deliveries (i.e. deliveries down driveways, private roads, etc.) require a "white glove" freight service. If you would like this service, we will be happy to schedule it for you. This will be an additional charge from the freight company. The driver is under no obligation to move or assist you in moving the freight. They are required only to help get it off of the truck to street level. Any request for the driver to assist you further will incur additional charges that you will be billed for.
We insure your equipment at its full replacement cost. You will be required to thoroughly document any damage, real or potential, keeping in mind that you have a right to decline delivery of obviously damaged equipment. You must note any damage on the freight paperwork you sign at delivery, or it will be as the damage did not occur. Any items damaged during shipment must be reported within 1 business day of delivery. It is the customers responsibility to provide Fray Fitness with any documentation that we need to facilitate the process of filing a claim with the carrier. This may include, but not limited to providing pictures of the item, pictures of packaging, and signed affidavits. Failure to do so will revoke your right to file a claim and release Fray Fitness from any further liability.
If you suspect damage during the shipment, please tell the driver that you would like them to note the appeared damage, and take pictures of the unopened package in the drivers presence. Do not under any circumstances destroy the packaging when opening, or discard it after it is opened. It is very important to keep any and all evidence of damage. When you send us the pictures, please provide in focus pictures. We may not be able to accept blurry pictures. The damaged product may need to be returned to Fray Fitness. If so, it must be returned within 5 business days.
If your order is returned to us due to an incorrect address, insufficient address, abandoned package, a result of the freight company not being able to reach you, or refused package, you are responsible for the original shipping cost. You are also responsible for the shipping/freight charges back to us as well. Both of these amounts will be deducted from your order, the amount you originally paid. You would also be responsible for any storage fees incurred from the freight company due to non response from them trying to reach you. You will not receive these funds back.
Occasionally freight will misplaced or temporarily be unable to locate by the freight company. In these instances our policy is to wait a reasonable amount of time, which could be several weeks in rare occurrences, before taking further action. We will always in the end guarantee your product to you, if the freight company loses it permanently we will reship to you, not refund you.
At any time for any reason a purchaser cancels an order that has already been shipped out, the purchaser will forfeit the entire shipping cost paid by Fray Fitness to ship it. No exceptions.
Any missing parts must be reported within 30 days.
Fray Fitness values customer service and will always do our best to resolve these issues as quickly and fairly as possible.
At Fray Fitness, we stand behind every sale. We only sell products we would use ourselves. We offer a full 30 day window from the date of purchase for a return/exchange on any new and unused item. Returned items must include original packaging. Items must be in new condition. Please note that any wear and tear from use will prevent your item for qualifying for a refund. We will evaluate the items to ensure new condition before processing the refund. With the exception of shipping errors, damages, or defective products, all shipping costs back to us are the responsibility of the customer. Any shipping charges (to AND from) that were incurred on the order are non-refundable, and will be deducted from your total refund.
If you receive a defective product within the first 30 days, Fray Fitness will refund the original purchase price, as well as provide return shipping. Defective products must be reported within 30 days. Customers will be asked to provide photographs that provide a clear image of the quality issue in question. We reserve the right to first attempt to repair or replace any defective or damaged products instead of issuing refund. If we are unable to repair or replace, option 2 would be to issue the refund.