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Frequently Asked Questions

So we can assist you quickly, answers to our most frequently asked questions are only a click away.

Q:My order arrived but I am missing items, what do I do?
A:From time to time, couriers will split a delivery into 2 drops, occasionally this can also exceed 2 drops. You should be notified of this in advance but if you weren’t and you don’t receive the rest of your order within 48 hours then please contact our Customer Care team on 01615323491 or and we’ll sort this out for you.

Q:My order arrived but it’s the wrong product, what do I do?
A:Sorry about this, it very rarely happens however if it does then just give us a call on 01615323491, talk us an email at and we’ll get that sorted for you.

Q:Can I order online and collect in store?
A:We don’t currently offer a click & collect service for orders that are placed online. Your local store may be able to help if you contact them directly to place your order. Find your nearest store here.

Q:My order arrived but it is damaged/faulty, what do I do?
A:Our equipment leaves the warehouse in perfect condition, should this happen though please contact our customer care team. To speed up the process please have the below to hand:

Order number
Product name
Details of the damage
Any photos of the damage
We will then resolve this for you as quickly and best we can.

Q:When will my order be delivered?
A:Our couriers deliver Monday-Friday and will be in touch to confirm the delivery day and timeslot once your order has left our warehouse.

Q:How do I track my order?
A:You will receive a dispatch confirmation when your order has left our warehouse. The email will include courier & tracking information. Sometimes the tracking information may not be available immediately. This is caused by a scanning delay with our couriers. Give us a call on 01615323491 if any tracking links still aren’t working after 48 hours.

Q:Why have I not received an order confirmation email?
A:Please allow 1 hour from placing your order and check your Spam / Junk folder as from time to time emails can fly into those folders. If you still haven’t received confirmation after this, drop us an email at and a member of the Customer Care team will resolve this for you.

Q:I’ve placed an order but why isn’t it showing in My Account?
A:If you checked out as a ‘Guest’ your order won’t be associated with your account. If you created an account after placing your order we can add your order to your account. Just contact our Customer Care team advising your email address along with the order reference and we can do this for you.

Q:Can I place an order over the phone?
A:Yes, our sales team are always on hand to offer expert buying advice and can place an order for you. You can either call your local store or call our sales line on 01615323491

Q:Can I amend an existing order?
A:If you wish to change anything with your order, the quickest way to get in touch is via  calling 01615323491. Please note, we can only make order amendments if your order hasn’t already left our warehouse.

Q:Will the courier bring my product inside and deliver to a room of my choice?
A:Deliveries are to kerbside or ground floor only. You can find more information regarding deliveries here.

Q:Where do you deliver to?
A:We deliver to all UK addresses, including the Channel Islands. However, at the moment we’re really sorry but we have had to suspend sales & delivery to Northern Ireland & Republic of Ireland due to the UK leaving the European Union. We hope to be able to offer services soon. .

Q:I can’t find my order confirmation reference and need to speak to someone, what information can I give?
A:You can find your order number on your order confirmation email, or if you have an account with us you can find it in your Account online. If you don’t have your order reference give us a call on 01615323491. All we’ll need is your delivery postcode and email address.

Q:My order is late, what can I do?
A:If the delivery time has exceeded the delivery times advised when you placed your order please contact our Customer Care team on 01615323491, speak to our team via  email to

Q:Can I cancel an order?
A:We can only cancel orders if they have not yet left our warehouse. If you haven’t received a dispatch notification please call us on 01615323491 to cancel your order.

Q:What is your returns policy?
A:We offer a 14 day return policy. Please see our Returns Policy for more information.

Q:How do I return something to you?
A:Simply notify us of your intent to return an item and whether you are looking for an exchange or refund. More information on our returns process can be found here.

Q:Can I return a product to a Powerhouse Fitness store?
A:Unfortunately we are unable to accept returns via our stores..

Q:How long will it take to process my refund?
A:Refunds take between 7-10 working to appear in your account however can take up to 14 working days from the date we receive your item(s) back to our warehouse. If after two weeks you have not received your refund then please do contact us

Q:Do you Price Match?
A:Although we are confident that our prices are competitive, if you do find the same product elsewhere you can request a price match.

We will price match against the total cost of our competitor’s item and delivery.
The product must be brand new and be ‘like for like’ with regards to specification and color.
The product must carry a comparable guarantee.
The product must be in stock with the competitor at the time of purchase.
There will be occasions where we will be unable to Price Match due to a competitor’s exclusive promotion, or other factors. We are unable to offer a Price Match against the brands lifefitness & technogym

Q:What happens with the V12 Finance agreement if I cancel or return my order?
A:We will cancel your agreement via V12 finance. If you have ordered through our website, V12 will refund any deposit that has been paid. If you made a finance application and agreement in-store with us, we will refund this to you and V12 will refund any funds paid towards the balance of this agreement. More information regarding Finance can be found here.

Q:Do you accept Gift Vouchers?
A:We currently don’t accept any Gift Cards or Vouchers online or in-store.

Q:I’m looking to order equipment for my gym, do you offer any special deals or services for me?
A:Our sales team are able to provide bespoke gym design and expert advice on product suitability and value for money. Give them a call on 01615323491 or drop them an email at

Q:What payment methods do you accept?
A:We currently accept Stripe Payment Method.

Q:How do I log into my account if I’m a ejogga customer?
A:You would have to create and then login ino click sign in .

Q:Do you have the same products in-store that are online?
A:Each of our retail stores have a vast selection of equipment from a variety of brands. This won’t reflect everything available on our website, however check with your local store for specific stock enquiries and a member of the team will be able to assist.

Q:Can someone build & install my equipment for me?
A:Our equipment comes with self-assembly instruction manuals. However, if you wish to arrange installation for your equipment, contact our sales team prior to ordering and they will be able to sort this out for you. Call 01615323491 or email

Q:I am struggling to connect my equipment to my WiFi, help?
A:There’s nothing worse than Wifi issues and we get that frustration! Universally tried and tested, firstly, ‘turn your equipment off and on’ to see if that helps. If not, try the same for your router and run through the setup process on your equipment console. Troubleshooting will be part of the product manual however if you are still having connection issues, you can call them on 01615323491

Q:Do I need to register a warranty?
A:Some brands such as Lifefitness and Technogym do require warranties to be registered within 28 days of purchasing, other brands do not require registration. Always check our website and packaging upon receipt of your item(s) for specific warranty conditions and registration. More information can be found within the product description or Warranty or Downloads Tab on product pages.

Q:How do I get a replacement part for my product?
A:Our dedicated customer care team can help with this. Simply give them a call on 01615323491, or drop them an email at It would be great if you had these things to hand:

Order number
Product / serial number
Description of which part is needed
Q:How do I get more information on a product I’m thinking of buying?
A:Our sales team are always on hand to help you with any specific questions.  call on 01615323491 or email

Q:My product has developed a fault, what do I do?
A:This very rarely happens, but should your product develop a fault we’d always advise taking a picture if you can, that way our diagnostics department can identify a potential problem quicker. Email your pictures, a brief description of the problem and your order reference to and a member of the team will be able to assist further.

Q:How can I check if a product is in stock?
A:All Stock availability is kept updated on individual product pages.

Q:How do I find a copy of a product manual online?
A:Most products come with a product manual in the box, and others have product manuals on our website which can be found within the Downloads tab on the product page. If you are struggling to build your equipment however please get in touch with our customer care team who will be able to assist.

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