Shipping policy

Unless otherwise agreed in writing before shipment, most equipment orders ship via a 3rd Party LTL carrier. Because commercial-grade fitness equipment is heavy and oversized, it must be delivered by a licensed common freight carrier.

SFE partners with trusted national LTL carriers (e.g., XPO & Fed-Ex). Delivery experiences can vary by carrier and local terminal.

• Tracking & Notifications: When your order departs our Phoenix, AZ warehouse, you’ll receive an email with tracking details. LTL deliveries include appointment scheduling and advance notifications.
• Third-Party Carriers: Freight is performed by third-party carriers. While we choose reputable partners, SFE does not control the carrier’s routing, timelines, or communications once freight has left our facility.
• Best Way to Get Updates: For the fastest status updates, please contact the carrier directly using the tracking/PRO number. We’re happy to help escalate when needed, but customer-to-carrier communication is primary.

• Small parcels (accessories/parts): Lighter items may ship via parcel (e.g., UPS/FedEx/USPS). Parcel policies differ from LTL and usually do not require an appointment.

Delivery Service Level (Curbside w/ Liftgate)

• Curbside Only: Standard LTL service is curbside delivery with one driver, liftgate, and pallet jack. The driver places the crate at curbside or the closest safe, accessible area.

• Inside Delivery Not Included: If you request inside delivery at the time of drop-off and the driver agrees, the carrier will bill you directly. SFE does not authorize accessorial services. These fees will be invoiced to you from the carrier.

• Access Restrictions: Carriers typically use 26’–53’ tractors/trailers. If your location has constraints (narrow roads, low branches/wires, steep grades, gated/private roads, unpaved surfaces), you must tell us in advance. You may need to:

  • Provide an alternate delivery address, or

  • Pick up at the nearest carrier terminal.

• Driver Scope: Once the crate is offloaded and any visible damage is documented, the carrier’s responsibility ends. Drivers do not move freight indoors, upstairs, or into garages/rooms.

What You Must Do at Delivery (Inspection & Notation)

Before signing the delivery receipt:

1. Inspect all outer packaging/crates for visible damage, punctures, crushed corners, broken boards, or tampered bands.

2. Photograph any damage from multiple angles.

3. Note damage clearly on the delivery receipt (e.g., “Crate crushed on right side; holes on top; banding cut”).
   Do not sign “clean” if damage is visible.

4. Ask the driver for a damage/exception reference (if provided by the carrier).

5. Keep a copy (photo) of the signed receipt.

Email documentation within 24 hours: photos + annotated receipt to customerservice@sportsandfitnessexchange.com

• SFE photographs every crate before it leaves our facility and after it’s loaded, to verify ship condition.

Important: If damage is not properly notated at delivery, SFE cannot file a freight claim on your behalf. In that case, replacement parts and any shipping costs may be the customer’s responsibility.

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After Delivery — Moving, Uncrating & Disposal

• Customer Handling: Moving the crate and components to the final location is the customer’s responsibility. Most mid-sized parts are one-person manageable, but large frames may require two+ people.

• Surface/Access Limits: If the delivery point is unpaved, steep, or unsafe, the driver will deliver as close as safely possible at their discretion. You may need to relocate items from there or coordinate a terminal pickup.

• Crate & Materials: Heavy-duty crates protect your equipment in transit. Crate/packaging disposal is the customer’s responsibility. Please plan for tools, hauling, and disposal.

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Missed/Delayed Deliveries

SFE is not responsible for delays caused by:

• Carrier routing/backlogs, weather, or force majeure

• Customer absence/unresponsiveness

• Access limitations at the delivery site

Redelivery fees (and related charges) are handled with the carrier and are the customer’s responsibility. SFE reserves the right to pass through any associated costs and to hold final delivery until balances are paid.

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Hidden Damage (Concealed Loss)

If you discover product damage after uncrating that was not visible at delivery:

1. Photograph the packaging and the damaged part immediately.

2. Retain all packaging materials.

3. Notify SFE within 48 hours at customerservice@sportsandfitnessexchange.com with photos, order number, and a description.

We will assist with a concealed-damage claim review. Approval/coverage is subject to carrier rules and timely documentation.