Frequently Asked Questions.
Warranties and Disclaimers
You have the flexibility to handle your Address Book conveniently online whenever needed.
You can add a new address, edit or delete existing ones, and set a different address as your primary/default one. We recommend removing old addresses when adding new ones to minimize the risk of errors during the ordering process.
To opt out of receiving emails, kindly navigate to the latest email you received and click on the Unsubscribe option in the footer.
Orders & Payments
If you haven’t received your order confirmation details:
Check your junk or spam folder, as the confirmation email might have been filtered there. If not found, you can access your complete order history in the Account Dashboard. After logging in, navigate to Order History in the menu to review all past orders and their details.
Verify the accuracy of the email address you provided during the order process. Attempt to log into your account using the email address; a successful login indicates that the email address is correct.
If you haven’t received tracking information:
Tracking numbers may take 24-48 hours to update on the carrier’s website after shipment. If you don’t see any tracking information in your inbox, your package might not have been shipped yet, and tracking details will become available once processed.
You have the flexibility to handle your Address Book conveniently online whenever needed.
You can add a new address, edit or delete existing ones, and set a different address as your primary/default one. We recommend removing old addresses when adding new ones to minimize the risk of errors during the ordering process.
To opt out of receiving emails, kindly navigate to the latest email you received and click on the Unsubscribe option in the footer.
ShapeClimax.com is now legally obligated to collect sales tax on orders shipped to the following states:
| Alabama | Hawaii | Massachusetts | New York | Tennessee |
|---|---|---|---|---|
| Arizona | Idaho | Michigan | North Carolina | Texas |
| Arkansas | Indiana | Minnesota | North Dakota | Utah |
| California | Iowa | Mississippi | Ohio | Vermont |
| Colorado | Kansas | Missouri | Oklahoma | Virginia |
| Connecticut | Kentucky | Nebraska | Pennsylvania | Washington |
| District of Columbia | Louisiana | Nevada | Rhode Island | West Virginia |
| Florida | Maine | New Jersey | South Carolina | Wisconsin |
| Georgia | Maryland | New Mexico | South Dakota | Wyoming |
If your shipment is to one of these states, the applicable charges will be added to your order total and displayed on your final order confirmation.
What you’re observing on your statement are not actual charges but temporary authorization holds. These holds occur when there are multiple unsuccessful attempts to place an order.
This is a common situation and can result from various factors such as incorrect billing information, processing issues, or security measures implemented by your bank to safeguard your card against potential fraud.
The reassuring aspect is that these authorization holds typically get removed from your account within 3-5 business days, depending on your financial institution. If you require further clarification, we can verify whether these are temporary authorizations, and your bank can provide information about the expected timeline for their removal.
Shipping Information
We understand the excitement that comes with receiving packages, and we’re thrilled you’ve chosen us to brighten your doorstep and mailbox! We’re diligently working to dispatch your orders and sincerely appreciate your patience in these dynamic times. To keep you well-informed, we’ve compiled a one-stop resource addressing common questions and providing insights into your recent order:
Shipping Delays
Question: Are there any delays with shipping my order?
Answer: Our fulfillment team is working swiftly, ensuring your packages are dispatched within two (2) business days of order placement. While we process orders promptly, changes post-submission can’t be guaranteed. Once shipped, a confirmation email with tracking information will be sent for your convenience. Please note our warehouse operates Monday through Friday and is closed on weekends.
Order Transit
Question: Are there any delays once my order has shipped?
Answer: Transit speeds depend on the selected carrier. Each service provides an expected delivery estimate, excluding potential weather delays. Please consider this when making your selection.
Order Status
Question: Where can I find the status of my order?
Answer: You’ll receive two emails—one confirming your order and another when it ships. Once with the carrier, track your order using the provided tracking information in the shipping confirmation email.
Order Modifications
Question: Can I cancel, change my address, or edit my order?
Answer: If your order hasn’t shipped, our Customer Experience team may assist, but act promptly! Once released for shipping, we cannot cancel or edit orders, including address corrections.
Missing Packages
Question: My package was “delivered” but I can’t find it. What now?
Answer: Wait 24 hours, as early scans can occur. Verify your shipping address from the order confirmation email. For USPS deliveries, check your mailbox or parcel locker. For UPS, inspect the surroundings, entrances, and potential hiding spots. If using UPS SurePost, note it combines UPS pick-up and USPS drop-off. If the package remains elusive, reach out, and we’ll assist you!
If your tracking information indicates that your package has been “delivered,” but you are unable to locate it, we recommend conducting a thorough search around your address. Check all entrances and inspect areas behind objects that might conceal the package from view. Additionally, consider reaching out to your immediate neighbors or the leasing office/mailroom in your building (if applicable) to inquire if they may have received the package by mistake.
In some instances, delivery drivers may mark packages as “delivered” when beginning service for an entire street, block, or neighborhood. In such cases, the initial scan might be premature, and it could take additional time for the delivery to be completed.
If 24 hours have passed since the package was marked as “delivered,” and you still haven’t received it, take a moment to confirm your shipping address. If the address is correct and the package is still missing, feel free to contact our Customer Service team for further assistance.
Shipments that include fitness equipment will be divided, and items may be shipped separately from the rest of the order, potentially incurring an additional shipping fee. This is attributed to the weight of fitness items and manufacturer packaging considerations, and the associated charges will be clearly indicated during the checkout process before finalizing the order.
Upon submission and fulfillment of the order, each package within the order will be accompanied by a separate confirmation email containing its individual tracking number. As these items are dispatched separately, their arrival may not be simultaneous. Rest assured, the provided tracking information will furnish updates and estimated arrival times for each item.