So we can assist you quickly, answers to our most frequently asked questions are only a click away.
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 0141 737 2249 or firstname.lastname@example.org and we'll sort this out for you.
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.
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.
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.
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 0141 737 2249 if any tracking links still aren't working after 48 hours.
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 email@example.com and a member of the Customer Care team will resolve this for you.
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.
A: If you wish to change anything with your order, the quickest way to get in touch is via our live chat service or by calling 0141 737 2250. Please note, we can only make order amendments if your order hasn't already left our warehouse.
A: Deliveries are to kerbside or ground floor only. You can find more information regarding deliveries here.
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. For more information please click here.
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 0141 737 2249 or talk to us on Live Chat. All we'll need is your delivery postcode and email address.
A: If the delivery time has exceeded the delivery times advised when you placed your order please contact our Customer Care team on 0141 737 2249, speak to our team via Live Chat, or drop us an email to firstname.lastname@example.org
Please note during our annual stocktake period, deliveries may be slightly delayed. All delivery dates quoted above are from date of despatch.
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 0141 737 2249 to cancel your order.
A: We offer a 14 day return policy. Please see our Returns Policy for more information.
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.
A: Unfortunately we are unable to accept returns via our stores. For more advice on how to return an item click here.
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.
A:We currently offer a discount for Bluelight card holders, who are supplied with a discount code via the scheme which can be redeemed online or in-store or directly with our sales team over the phone on 0141 737 2250
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 colour.
- 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 Concept2 and Assault.
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.
A: We currently don't accept any Gift Cards or Vouchers online or in-store.
A: We currently accept all major Credit & Debit card providers as well as Paypal and Finance provided by V12.
A: This is supplied by V12 Finance. More information and help can be found here.
A: When you sign your agreement, V12 will send you information via email on how to setup your direct debit and payment plan. More information can be found here.
A: You would have to create and then login into to the V12 Finance platform for anything related to your agreement. For anything else related to your order with us you can login to your Powerhouse Fitness account as normal.
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.
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, our live chat advisors are on-hand to help or you can call them on 0141 737 2249
A: Some brands such as NordicTrack and ProForm 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.
A: Details of how to redeem your free subscription is included in the paperwork that comes with your new equipment. You can also find out how to redeem via the Downloads section on the product detail page.
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 email@example.com and a member of the team will be able to assist further.
A: All Stock availability is kept updated on individual product pages.
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.
Can't find what you're looking for? Speak to one of our team now.