Buying gym equipment is a big decision. At Prime Strength Co we back every purchase with a straightforward and fair process — whether you need to cancel, return or resolve a delivery issue. No runaround, no fine print surprises. Just honest support when you need it.
Cancelling Your Order
Your order hasn't shipped yet
Easy — contact us and we'll cancel it immediately at zero cost to you. No fees, no questions asked.
Your order is already on its way
Once a tracking number has been assigned your order is in motion and cannot be intercepted. The good news is our 30 day return process kicks in the moment your order arrives — so you're still covered.
Pre-Orders and Backorders
These can be cancelled at any point before the item is back in stock and dispatched. If circumstances change just let us know and we'll take care of it.
The 24 Hour Rule
There are a small number of order types that become non-cancellable after 24 hours from purchase. These include:
- Made to order equipment
- Custom configured items — frame colours, custom logos, upholstery choices
- Non-returnable products
If you're unsure whether your order falls into this category contact us as soon as possible and we'll clarify immediately.
Returning An Item
Changed your mind? Wrong size for your space? Not what you expected? We get it.
The Basics
You have a 30 day window from the date your order is delivered to begin a return. To be eligible your item must be:
- Completely unused
- Unassembled and uninstalled
- In its original condition and original packaging
- Supported by photos or video confirming the above
What It Costs You
We do not charge restocking fees — ever. The one cost you are responsible for is return shipping. We will confirm the exact amount with you upfront before anything is locked in so you always know what you're agreeing to before proceeding.
Starting Your Return
Email sales@primestrengthco.com with your order number, your reason for returning and photos or video of the item. Our team will take it from there and walk you through each step.
What Can't Be Returned
We are unable to accept returns on:
- Used or opened items
- Equipment that has been assembled or installed
- Made to order or custom configured products
- Anything outside the 30 day window
Dealing With Damage
Damage in transit is rare but it does happen — especially with large equipment. Here's the process to protect yourself and get it resolved quickly.
Standard Deliveries — UPS, FedEx, USPS
The moment your package arrives give it a thorough inspection. If something looks wrong photograph and video it straight away. Report the damage to the carrier within 7 days and send your documentation to sales@primestrengthco.com — we'll take it from there and handle the claim with the manufacturer directly.
Freight and LTL Deliveries
This is where inspection really matters. Before you sign anything:
- Check every box and pallet carefully
- If there is any damage at all — even minor — write it on the Bill of Lading before signing
- Photograph and video everything while the driver is still present
- Send all documentation to sales@primestrengthco.com immediately
For severe structural damage where critical components are clearly broken or the item is beyond repair — do not sign. Refuse the delivery, note the damage with the driver on the spot and contact us immediately. We will treat this as a priority.
How We Fix It
Our default resolution for damaged equipment is to get replacement parts to you as fast as possible. We will not rest until you have a complete and fully functional product. This process requires your documentation and cooperation — the more detail you can provide upfront the faster we move.
Refusing A Delivery
If you refuse a delivery for reasons other than documented severe damage the following applies:
- You are responsible for shipping costs in both directions
- Documentation of why you refused is required — photos or video
- Your refund cannot be issued until the product is back in our warehouse which typically takes 2-3 weeks or more depending on location
We always recommend contacting us before refusing a delivery — in many cases we can find a better resolution without the cost and delay of a return journey.
Your Refund
Once a return has been received and inspected refunds are processed within 3-5 business days back to your original payment method.
A few things worth knowing:
- The product value is refunded in full on eligible returns
- Original outbound shipping is non-refundable unless we made an error or the product was defective
- Return shipping costs are deducted from the refund where applicable
Commercial and Bulk Orders
Returns and cancellations on commercial facility orders, bulk purchases and government procurement are assessed individually. Every commercial situation is different and we are committed to finding a fair resolution that works. Reach out directly to sales@primestrengthco.com and our team will handle it personally.
Get In Touch
Our team is available Monday to Friday 9am-5pm EST.
📧 info@primestrengthco.com 📞 Phone during business hours 💬 Live chat on the website
We're real people who genuinely want to get things right for you. Don't sit on an issue — reach out and we'll sort it.
Last updated: April 2026 Prime Strength Co — A JB Royal Concepts LLC Company
