Customer Service

Contact Us
Shipping & Delivery
Billing
Security
Guarantee

 

Contact Us

Office: 800-235-1559
Fax: 707-585-8404
Customer Service/ Support: customersupport@exertools.com
Mailing Address: Exertools Inc., 170 Eastman Meadows, Petaluma, CA 94952

 

Review/ Change/ Place Orders

How do I place an order?

Exertools offers a variety of options to make ordering easy!  If you need help with your order, just call us at 800-235-1559 ext 701.

• Order Online -- Use our simple navigation to locate products.  To add items to your cart, click the "Add to Cart" button for each item you would like to purchase.  Click Keep Shopping to add additional products to your cart.  Once you've finished shopping, click the View Cart button to see all of the items in your order. Then click the Checkout Button to complete your purchase.
  
• Telephone Orders -- You may place your order by telephone between the hours of 9 a.m.-3 p.m. PST Monday through Friday.
  Call Toll Free: 1-800-235-1559
  
• Mail/Fax Orders -- if you prefer, you may print out your cart contents and fax or mail your order along with payment (check, money order, etc) .
• Fax to 1-707-585-8404. 
• Mail: Exertools Inc. Attn: Orders, 170 Eastman Meadows, Petaluma, CA 94952
  
• Purchase Orders - We only accept purchase orders from preapproved government & Corporate Clients.  Fax purchase orders to 1-707-585-8404.  Be sure to include a shipping and billing address as well as a point of contact.
  
• Payment Types:  We currently accept American Express, Discover Master Card, and Visa, credit cards which are processed through our secure server. We also accept mailed checks or money orders with our order form.

I don't see an item on the website that I would like to order. Do you sell it?

• Even though an item is not displayed on our website, we have excellent resources and it is likely that we can order your product for you.  Just send us an email at info@exertools.com and we will help you with your request.
  

How can I cancel my order?

• If you've placed an order that you'd like to cancel, please email us as soon as possible -- all cancellations must be in writing. (customersupport@exertools.com)
• If the order has not yet been shipped, the order will be cancelled you will receive a full refund
• If the order has been shipped, you will receive a refund less 20% restocking fee and all shipping costs (both to you and from customer)  

How can I change my order?

• Prior to submitting an order: click on the View Cart button.  Click remove corresponding with each item to be removed from your cart.
• After submitting an order: email us to change an order after it's been submitted. Email: support@exertools.com

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How can I return an item/ order?

We understand that sometimes an item in your order just isn't right -- for whatever reason.  We can accept returns for up to 30 days following your receipt of your order. 

• Please call us at 1-800-235-1559. In order to return a product, you must call us for a Return Authorization Number (RMA) -- this number must be included with your returned item(s).
• Shipping/Freight fees both to and from the customer's address are the customer's responsibility. 
• Exertools charges a 20% restocking fee for all returned items.

I placed my order today, when can I expect shipment?

When adding items to an order, each item is individually marked with an estimated ship time.  Some items are made to order while other items are kept in stock. Most orders ship within 48 hours of being placed unless otherwise indicated. If you have any questions, please email support@exertools.com. 

Will you contact me if my order is delayed?

Exertools will contact customers in the event that an order is delayed to insure that the customer knows when to expect their shipment. 

Why is the order I placed yesterday on hold?

An order is placed on hold if an item is out of stock or if the payment cannot be processed.  The customer will be contacted by Exertools either way to clear up any issue and insure that the customer is aware of any delay in shipping.

I ordered several different items but only one of them showed up today. Where is the rest of my order?

Exertools ships from a number of locations throughout the country.   It is not unusual for items from the same order to be shipped separately.

The item arrived damaged. What should I do?

Exertools makes every effort to insure that items are shipped safely and arrive without damage.  In the event that an item arrives damaged, the customer should refuse receipt of the item and notify Exertools (email: customersupport@exertools.com).  If the item has already been accepted, please call Exertools at 800-235-1559 ext 701 and we will provide you with the Return Number (required for any item being returned to Exertools).

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Shipping & Delivery

What shipping options are offered?

• All orders are shipped and charged via standard GROUND delivery by the carrier of our choice -- usually UPS.  Large items require special delivery -- see below.
• NEXT DAY & 2ND DAY Delivery is available at additional cost  (Saturdays, Sundays & Holidays are NOT considered business days for shipping and/or delivery).
  

How are shipping charges determined for an order?

• Shipping charges are based upon the total weight of the order and calculated prior to the final submission of the order.
• Orders to Alaska,Hawaii or outside of the continental U.S. are subject to additional shipping fees.
• Some products require special shipping due to size or weight.  These products are indicated with an "Important Info" button displayed in the product window.  Please click on this button for product specific shipping information.

Do you ship outside of the United States?

• Yes, we do ship outside of the continental US.  However, orders to Alaska,Hawaii or outside of the continental U.S. are subject to additional shipping fees.

Large items/Equipment Shipping

Magnum Fitness Equipment

• Magnum equipment includes notification phone call prior to delivery day, and first floor installation within 75 feet of the tail end of the freight carrier and packing removal.
• Delivery location must be accessible for a full-size tractor trailer and customers must be present to sign for delivery. Deliveries occur during business hours M-F.
• If the final delivery location is not accessible to a full size tractor trailer or not on the first floor within 75 ft. of the tractor trailer parking, call or email for a custom price quote.

Large/Oversized/ Heavy Equipment

• Products requiring special shipping due to size or weight display an "Important Product Info" button, located in the product window. If delivery includes installation, it will be indicated in the product window.
• Installation can be arranged and included at an additional charge.
• Please note on order any special instructions
• Call or email if you would like installation. Toll Free: 1-800-235-1559, email: customersupport@exertools.com

Can I have my order shipped to a PO Box?

• All orders must be shipped to a physical address. Unfortunately, we can't ship to Post Office Boxes.

 

Billing

My order arrived but I did not get a receipt. Will it be mailed to me?

• Each shipment should arrive with a packing slip receipt.  If you receive a shipment without a receipt, please email customerservice@exertools.com or call 800-235-1559 ext 701 to request a copy

I would rather not pay by credit card, can I just mail you a check?

• Mail/Fax Orders -- if you prefer, you can print out your cart contents and fax or mail your order along with payment (check, money order, etc) .
• Fax to: 1-707-585-8404. 
• Mail to: Exertools, Inc., 170 Eastman Meadows, Petaluma, CA 94952

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Security

Is my order secure?

• All online orders are processed through our secure server.

Will Exertools Inc. keep my personal information private?

• Our relationship with our customers is very important to us. We respect your privacy and will always protect the information you provide to us.
  
• It is Exertools policy to never make our mailing lists, telephone numbers, billing information or e-mail addresses available to anyone other than our employees, and then only for the purpose of processing orders during day-to-day business.
• To provide a higher degree of customer service, we will sometimes send e-mail s to notify customers of ship dates and any changes in the status of their order. We may also, occasionally e-mail specials to those on our e-mail list.

 

Guarantee

Does Exertools guarantee the merchandise they sell?

Exertools stands behind all products that we sell. We will make every effort to insure your satisfaction with any product purchased from us. All of the products sold by Exertools are also supported by manufacturer warranties – please refer to the individual product documentation for further information.

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