Shipping Policy
Order Processing Time:
- Order processing time refers to the period between the time you place your order and the time your order is shipped.
- Most orders are processed within 24–48 business hours. Orders placed over the weekend may require additional processing time.
- Our warehouses operate during standard business hours, Monday through Friday. During holidays, we will make every reasonable effort to minimize any potential delays.
Ship From | Shipping Method | Delivery times |
|---|---|---|
United States, United Kingdom, Canada, Austria, France, Germany, Italy, Netherlands, Poland, Portugal, Spain | Hermes, FEDEX, DHL, DPD, GLS, BRT, etc. | 2-4 business days |
Belgium, Czech Republic, Denmark, Hungary, Ireland, Luxembourg, Sweden | Hermes, FEDEX, DHL, DPD, GLS, BRT, etc. | 3-5 business days |
Lithuania, Switzerland, Bulgaria, Croatia, Slovenia, Vatican City, Estonia, Romania, Finland, Greece, Latvia | Hermes, FEDEX, DHL, DPD, GLS, BRT, etc. | 5-10 business days |
Shipping Areas
- We currently do not ship to P.O. Boxes or APO/FPO addresses. Thank you for your understanding.
- Please note that due to the size and weight of our treadmills, shipping is not available to Hawaii (HI), Alaska (AK), or Puerto Rico (PR).
Free Shipping
We offer free express shipping on our products. Please note that if the delivery address is in a remote location, you may incur additional shipping costs at standard market rates.
Toputure assumes no responsibility for delayed or rejected orders due to the following reasons:
- Shipping time may be delayed by 1-2 days due to transportation to remote regions.
- Delay or delivery failure because of the consignee’s actions. These actions include, but are not limited to: changing the address after shipment, entering an unknown address or wrong address, entering incorrect contact information, and refusal to receive, etc.
- Delay due to force majeure. “Force majeure” means an unforeseen, inevitable, or insurmountable objective situation and other objective conditions that cause delayed shipping, including, but not limited to: national or regional air or ground transportation system controls or interruptions (e.g., weather reasons), communication system interference or malfunction, government actions, postal administration policy changes, wars, earthquakes, typhoons, floods, fires, heavy rain, heavy fog, and other similar events.
- Aviation contraband, mobile phones, electronic products, fragile products, and other products that are not available for air freight service due to aviation security regulations.
- Shipments that are confiscated or disposed of due to a violation of transportation regulations.
- Mail and packages cannot be delivered to the consignee’s address during weekends, national holidays, and festivals.
- The consignee address is a school, unit, or residential community where the courier has no access.
Avoid Extra Costs
- If a package cannot be delivered due to the recipient being unavailable or providing an incorrect or incomplete address, additional fees may apply as determined on a case-by-case basis. Any applicable fees must be paid before a delivery attempt can be made again.
- If a customer refuses the package or chooses not to collect it from the nearest carrier facility, the costs associated with returning the package to our warehouse will be deducted from the refund.
Delivery Claims
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
Shipping Protection:
Shipping Protection is a protection service provided by XCotton. Customers can add Shipping Protection at checkout to receive additional assistance in the event of unexpected shipping issues with their orders.With Shipping Protection, customers may file a claim for eligible situations, including:
- Package Damage
If your product is damaged during transit and is no longer usable, you may submit a claim for review. Eligible claims may receive compensation of up to the purchase value of the affected item, depending on the extent of the damage.
- Package Loss
If your package is confirmed lost, marked as delivered but not received, stolen, or fails to arrive within the applicable delivery timeframe, you may submit a claim through XCotton for assistance.
If you purchased Shipping Protection and experience any of the situations described above, you may contact us for assistance or submit a claim directly with the insurance provider.
FAQs
Q1: How can I cancel my order?
Contact us within 24 hours of placing your order to request a cancellation. Orders can only be canceled before they are shipped, and eligible cancellations will receive a full refund. Once your order has shipped or is in transit, it cannot be canceled.
Q2: How can I track my order?
- You can check your order status and tracking information here: Order Status & Tracking
- Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and delivery details. Please allow 48 to 72 hours for tracking information to become available or update after shipment.
- If your tracking information is unavailable or you are unable to track your package, please contact us at help@toputure.com. Our customer service team will investigate the issue and provide assistance within 48 hours.
Q3: Do you offer upstairs delivery?
- At this time, all fitness equipment is delivered via curbside delivery only. Delivery personnel are unable to carry products into residences, apartments, or upper-floor locations.
- Please ensure that you have appropriate assistance available to move the equipment to your desired location after delivery.
Q4: Why did my order arrive in multiple packages?
- We operate multiple warehouses, and depending on the quantity or size of the items in your order, your order may be shipped in multiple packages.
- If your order is split into multiple shipments, we will notify you by email with the relevant shipping information.Thank you for your understanding.
