RETAIL CLIENT CARE
Thank you for visiting our online store. We are passionate about promoting fitness products to improve athletic performance.
Client support is available 7 days a week:
We provide fast, professional, genuine, and efficient online support for our clients.
We offer modern/online support via Shopify chat or e-mail. Online service means we can serve all Canadian time zones with low overhead costs and no restriction on days of the week, while maintaining a high level of personability and care.
For product questions, order questions or online store support, please e-mail us and a product specialist will get back to you within 24-72 hours.
To assist you in the most efficient manner possible, please include your order number in your initial e-mail if your question is regarding an existing order.
Frequently asked questions:
Where do you ship?
Canada-only. We are based in Toronto, Ontario.
How long is shipping time?
Order fulfillment: Orders are fulfilled within 24-48 hours (usually much less).
Shipping: It depends on where and on the speed you choose at checkout; however, we offer two options under a flat rate for each regardless of your location:
Regular / expedited flat rate with tracking:
5 days within Ontario, 5-8 days within Canada (order fulfillment takes 1-2 days)
Xpress flat rate with tracking:
2-3 days within Ontario, 2-5 days within Canada (order fulfillment takes 1-2 days)
Our providers are: Purolator, Canada Post, UPS, and FedEx.
All parcels require a signature upon delivery. If you are not home, please leave a note giving permission to the courier to leave the parcel at your door.
*For orders placed through our catalogue, please contact us directly for a shipping quote.
We only offer heavier weights through our catalogue to guarantee the best shipping rates and because we need to monitor stock levels more closely for regularly sold out products (weights and kettlebells).
What is your return policy?
STORE POLICY (NO REFUNDS):
All sales final, except for damages and lost items.
Exchanges or store credit are available only if the item is damaged or lost in the mail (within 7 days of purchase receipt for damaged items). Damaged item claims must provide photos and proof of purchase by email before a new item can be sent as a replacement. Items lost in the mail must require proof from the carrier that it was never delivered.
All sales are final policy explained: no refunds or returns for health, safety, and simplicity reasons and to keep costs of items reasonable for clients. Exchanges (no refunds) for the same item only if damaged. In other words, damaged items are covered by the return policy, functional items are not covered. Shipping fees not refundable.
Wholesale gym orders estimated to be over $800 are eligible to purchase product samples to ensure product satisfaction before making higher volume orders if so desired.
We appreciate your business and thank you for choosing Self-Love and Fitness.