Shipping & Returns
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 business day. ***We are currently not back to “typical” times yet and orders may be delayed longer than this***
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.
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 and return shipping cost. The amount will be deducted from your original order amount paid.
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.