Shipping & Returns FAQ
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We specifically list which products have free shipping on our product pages. If you purchase an All-In-One Gym, then you will enjoy Free, lightning-fast PRIME shipping to the end of your driveway, curbside, for your entire order. We ship across the country from our Ohio warehouse. (Hawaii, Alaska, Puerto Rico, US Virgin Islands, and addresses inaccessible by large freight trucks are excluded. Additional charges will apply prior to the order shipping out for these circumstances.)
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For items not listed with “Free Shipping,” simply input your shipping address at checkout, and our website will calculate the cost of delivery for you. While we make our best efforts to calculate shipping costs to most locations, there are 'Exclusion Zones' and inaccessible locations that we cannot deliver to. In the unlikely circumstance where your order does fall into one of these locations, we will promptly contact you with the additional shipping costs. You may decide to proceed with the order or cancel at that time.
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We send out tracking info within 24hours after each order ships. For heavy gym equipment/flooring shipments, the order will ship with an appointment and tailgate - “curbside drop off”. The shipping company will call you to set up a delivery appointment. You must meet the driver to sign off on delivery. The driver will deliver to the end of your driveway and lower the shipment to the ground for you. From there it is the customer's responsibility to bring the palletized shipment into their home. The driver will not bring the item up the driveway, hand unload items off the pallet or take away packaging materials with them. These extra services are available for an additional fee, inquire at info@landmarkathletics.com. For smaller courier shipments, many items we sell ship in multiple boxes, and therefore can arrive on different dates.
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We offer shipping insurance at checkout. We recommend that you inspect your goods prior to signing for them from the shipper. Sometimes a box may look rough, but the product is perfectly ok. In the unlikely event that a damage claim needs to be filed with the carrier, the maximum reimbursement they pay is $2 per LBS in damages. To file a claim, you must sign on the bill as "damaged" and take photos of the damaged goods during the offloading process. You must report the incident immediately by sending all info to: admin@landmarkathletics.com with your order number. We will take care of the rest and get in touch with you right away.
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Due to the nature of matting, any cosmetic defect on the bottom or sides of a mat is not considered a destructive defect to the mat. The mat is fully functional and the surface will perform exactly as it should. If the surface of your mat has a visible tear under 2” in size, contact our customer service and we will supply a repair kit. If a scar or tear exists larger than 2” then send an email to admin@landmarkathletics.com with a photo and video and we will provide a remedy.
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Unused items in the original packaging are eligible for return within 14 days of receiving your purchase. A 20% restocking fee + shipping will apply. You may deliver the items to our Medina, OH warehouse to avoid the return shipping fees. Custom orders, and Special Orders can not be canceled or refunded. Any pre-owned or clearance products are final sale. For additional assistance send an email to: admin@landmarkathletics.com
General Overview
Shipping: We ship across USA. Shipping is calculated at checkout unless an item is specifically listed to offer Free shipping.
Pick-Up: Free warehouse pickup in Medina, Ohio by appointment only.
Detailed Shipping Information
Stock Availability:
Products listed on our website are in stock and available for immediate shipment from our Ohio warehouse unless noted.
Delivery Timeframe:
Typically 4-10 days based on location.
Carriers:
We use XPO for large equipment freight orders, and UPS for smaller packages. Equipment orders ship out on a pallet.
Small package orders may ship in multiple boxes and arrive on different dates.
Tracking:
Tracking information will be sent via email and available in your account once the product ships.
Exclusions:
There will be an added shipping cost to these locations after the order is placed on our website: Hawaii, Alaska, Puerto Rico, US Virgin Islands, Remote locations, addresses inaccessible by freight trucks, and some rural areas.
Exclusion Zones:
If you are located in an exclusion zone, we will notify you of the added shipping costs by email prior to releasing your order. You can decide whether to proceed or cancel the order at that time.
Large Equipment Shipments (Over 75lbs)
Appointment Delivery:
Carriers will schedule a 4-hour window for curbside drop-off (delivery to at the end of your driveway).
Customer Responsibility:
The driver will use the tailgate on the truck to drop the pallet to the ground for you. You must unload the items from the pallet and bring them inside your home from there. It is recommended to arrange help for heavy items. Packaging materials are yours to dispose of.
At Garage Drop Off:
For an additional $99 fee, the carrier will drop your pallet off outside your garage. This service is only available for homes that meet these requirements:
-Garage must be street level (not around the back of the home)
-Driveway must be paved, and cleared of any vehicles, obstructions and snow
-The truck must be able to back in and out of the driveway, extended laneway driveways will not allow large semi-trucks to drive in and turn around to get out, therefore this service cannot be offered in those circumstances.
White Glove Installation (Equipment):
For an additional fee (starting at $699+), we can provide a 2 stage installation process.
Stage 1) You will receive an 'At-Garage' drop off with appointment delivery.
Stage 2) The local contracted installer in your area will contact you to set up an installation date at their earliest availability. They will bring the items from where they lay into your room of choice and complete the install per the installation manual. You will need to have the room clear and ready for install. The installer can lay gym floor tiles, but will not trim them to fit along the walls.
White Glove Installation (Flooring):
For an additional fee, we can provide a 4 stage installation process. It is recommended to obtain a quote for this service from a sales rep by emailing info@landmarkathletics.com
Stage 1) We will request video and images of the space to assess the work involved.
Stage 2) You will receive an installation contract outlining the scope of work with a final price for the job
Stage 3) You will receive an 'At-Garage' drop off with appointment delivery.
Stage 4) The local contracted flooring installer in your area will contact you to set up an installation date at their earliest availability. They will bring the items from where they lay into your room of choice and complete the install per the contract. You will need to have the room clear and ready for install.
Returns Policy
Cancelled Orders:
Orders can be cancelled prior to the shipment leaving our warehouse for 100% refund. If the order has left our warehouse, then a 20% restocking fee will apply to the refund.
Standard Returns:
Unopened items can be returned within 14 days of receipt for a refund minus a 20% restocking fee. Customers cover return shipping costs.
Packaging:
Items must be returned in their original packaging and in resale condition.
Shipping Errors:
If we ship items in error, we cover the return shipping costs.
Replacement Parts:
For larger equipment, we provide replacement parts under warranty if needed to resolve issues.
Refund Processing:
Refunds are typically processed within 2 weeks of receipt of the returned items.
Non-Refundable:
Floor Models, Clearance Products, and Custom/Special-Order products are non-refundable.
Damaged Items
Inspect goods before signing for delivery. Note any damages on the Bill Of Lading, and take photos of the pallet(s). Then contact us for further instructions at 1-866-896-8565 x208.
In most cases if a box looks damaged, the inside contents may be perfectly fine.
Special Services and Conditions
Free Warehouse Pickup
Available for all in-stock products from our Medina, OH warehouse. Select this option at checkout.
Shipping Damage
Insurance:
Available at checkout. Inspect goods before signing. Note damages on the Bill of Lading to file a claim.
Delivery Attempts
Couriers will attempt delivery 2 times. If missed, arrange a new delivery with the shipper. Items returned to us will incur new shipping charges.
Storage Fees
If you are unable to receive your shipment and the carrier must store your shipment for you, the rate you will be billed is $60 per day storage per pallet.
Contact Information and Support
For any questions or returns, contact us at 1-866-896-8565 or email admin@landmarkathletics.com.