Shipping & Returns

SHIPPING - GENERAL

Fray Fitness ships to all the lower 48 United States and uses several different carriers for shipping. Included, but not limited to: UPS, FEDEX, USPS, AND LTL freight carriers. Fray Fitness uses shipping carries and methods at its 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 a 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 the same or next business day, however during certain times, including busy season, it can be up to a week or longer depending on circumstances.

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.

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 amounts will be deducted from your order amount you originally paid. You will 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.

Due to the nature of what we sell, products are normally large and heavy, requiring a freight shipment. Most orders under 500 pounds will be shipped by a ground packaging service. Large orders will be shipped through a freight service. Below you will find a few important guidelines to make sure any issues that may occur as your shipment travels from Memphis, TN to you is well documented. Fray Fitness values customer service and will always do our best to resolve these issues as quickly and fairly as possible.

FREIGHT SHIPMENT POLICY

When Shipping Freight, in most cases the LTL freight shipping method is curbside with no-signature required upon delivery, unless you are a commercial delivery. The LTL freight carrier will drop the pallet curbside and you will be responsible for moving the freight from the curb to where you need it. The driver is under no obligation to move or assist you in moving the freight. They are required only to help get it off the truck to street level.

We thoroughly wrap and secure each shipment, but sometimes transit accidents do happen, where strapping or wrapping is broken or damaged. Our goal when this occurs is to keep the proper party responsible.

RESIDENTIAL DELIVERIES

Visible Damages:

If you have any major damage to your shipment, you will have 24 hours from time of delivery to report them to Fray Fitness. Please include any pictures and a thorough description of the damage. If you happen to be home for the delivery, the driver should have a delivery slip for you to sign. Make sure to write “VISIBLE DAMAGE” anywhere on the slip if you suspect any damages or lost equipment. Failure to do so will result in you taking full responsibility for the replacement costs of damaged products.

Concealed Damages:

As you open your shipment, if you find any concealed damaged, you have 3 business days from day of delivery to report to Fray Fitness. Please include any pictures and a thorough description of the damage.

Missing Items:

If a product/item appears to be missing from your shipment, you have 3 business days from day of delivery to report to Fray Fitness. Failure to do so will result in you taking full responsibility for the replacement costs of missing products. There will be a B.O.L attached to your shipment with a piece count listed to help ensure all boxes are accounted for.

Lost Shipments:

If you suspect that your shipment is lost, contact customer service by phone or email and this will be escalated to the claims department for further assistance. This process may take up to 14 days.

COMMERCIAL DELIVERIES

When shipping freight to commercial areas, we always choose the "Contact before Delivery" option. You will need to be present at the appointment time given to you by the freight company. Fray Fitness is not responsible for any charges or losses incurred by missed appointments by the customer or the freight company. You will be required to pay any and all fees charged for re-delivery by the freight company. Before signing the delivery slip, please review the following:

Visible Damages:

If you have any major damage to your shipment, you will have 24 hours from time of delivery to report them to Fray Fitness. Please include any pictures and a thorough description of the damage. Make sure to write “VISIBLE DAMAGE” anywhere on the slip if you suspect any damages or lost equipment. Failure to do so will result in you taking full responsibility for the replacement costs of damaged products.

Concealed Damages:

As you open your shipment, if you find any concealed damaged, you have 3 business days from day of delivery to report to Fray Fitness. Please include any pictures and a thorough description of the damages.

Missing Items:

If a product/item appears to be missing from your shipment, you have 3 business days from day of delivery to report to Fray Fitness. Failure to do so will result in you taking full responsibility for the replacement costs of missing products. There will be a B.O.L attached to your shipment with a piece count listed to help ensure all boxes are accounted for.

Lost Shipments:

If you suspect that your shipment is lost, contact customer service by phone or email and this will be escalated to the claims department for further assistance. This process may take up to 14 days.

GROUND SHIPMENT POLICIES

All Deliveries

Visible Damages:

If you have any major damage to your shipment, you will have 20 days from time of delivery to report them to Fray Fitness. Please include any pictures and a thorough description of the damage. Failure to do so will result in you taking full responsibility for the replacement costs of damaged products.

Concealed Damages:

As you open your shipment, if you find any concealed damaged, you have 20 business days from day of delivery to report to Fray Fitness. Please include any pictures and a thorough description of the damage. Failure to do so will result in you taking full responsibility for the replacement costs of damaged products.

Missing Items:

If a product/item appears to be missing from your shipment, you have 20 business days from day of delivery to report to Fray Fitness. Failure to do so will result in you taking full responsibility for the replacement costs of missing products.

Lost Shipments:

If you suspect that your shipment is lost, contact customer service by phone or email and this will be escalated to the claims department for further assistance. This process may take up to 7-14 days.

For All Shipments : Any missing parts must be reported within 30 days.

RETURNS & EXCHANGES

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.

CLOSEOUT ITEMS

From time to time we will close out products from our inventory for various reasons. When we do so, we will offer these closed-out items for purchase at a discount. On such closeout items, all sales are final and we offer no warranties on the said items.

Have more questions?

Feel free to email us at sales@frayfitness.com