Shipping policy

Build A Gym Shipping Policy

Build A Gym ships new, remanufactured, and used commercial gym equipment throughout the United States. This policy applies to orders placed on buildagym.com and builtstrength.com. Due to the size and weight of many of our products, orders may ship via standard parcel carriers, LTL freight, or Full Truckload (FTL) freight.

Please review the information below carefully to understand our shipping process and delivery requirements.

Processing & Transit Times

  • Preparation time varies by the selected product and variant, condition, current inventory, and production schedule. Request a current estimate for your selected equipment and destination before ordering. Preparation time and carrier transit are separate; an estimate is not a guaranteed arrival date.
  • Transit times vary based on product type, carrier, and delivery location.
  • Estimated delivery timelines are provided as a courtesy and are not guaranteed.

Once an order has shipped, tracking information will be provided via email.

Estimated Dates Are Not Guaranteed

The receive-by date, due date, and expected ship date shown on our site, on your order, or in our emails are estimates based on current inventory and production. They are not guaranteed and are subject to change. If your date changes, we will let you know.

Delays and Split Shipments

If part of an order is delayed, Build A Gym ships the order once all items are ready. We are not obligated to split an order into multiple shipments or to cover the cost of an additional shipment.

If you would like the items we already have on hand to ship ahead to meet your timeline, contact us and we will arrange it. The additional shipment will be billed to you.

If you would prefer to cancel a delayed order, our standard cancellation terms apply; see our Return, Exchange & Refund Policy.

Shipping Methods

Depending on the item(s) purchased, your order may ship via:

  • UPS / FedEx (small parcel)
  • LTL Freight (palletized commercial freight)

Freight orders ship under one of the following delivery levels, selected at checkout or confirmed with our team based on the equipment ordered:

  • Driveway Delivery — liftgate delivery to the accessible curb or driveway. Garage placement, room placement, assembly, and debris removal are not included.
  • Inside Delivery & Assembly — first-floor room placement, assembly, functional testing, and packaging removal. Stairs, tight access, unusual equipment, and other exceptions require review and may cost extra.
  • Customer Pickup — pickup at our warehouse after a ready notice and a confirmed appointment.

Confirm the selected delivery service on your order. Existing orders retain their purchased scope: an older Garage Delivery or White Glove label does not automatically include assembly. FTL packaging may be palletized, crated, floor-loaded, or loose-loaded. Confirm the truck, unloading equipment, staffing, access, and purchased installation scope before dispatch; do not assume the driver supplies unloading equipment.

Freight Delivery Requirements

LTL freight deliveries require preparation by the customer. Customers are responsible for:

  • Ensuring the delivery location is accessible to a freight truck
  • Confirming business hours or on-site availability
  • Confirming special access needs before dispatch. Driveway Delivery includes a liftgate; FTL unloading requirements depend on the confirmed truck and load plan

Failure to provide accurate delivery information may result in additional carrier fees.

Driveway Freight Delivery

  • Many carriers: we ship with many different freight carriers and choose the carrier for each order.
  • No appointment required: a delivery appointment is not required. Our team confirms your delivery with you by phone, but the carrier may arrive without a scheduled appointment.
  • Carrier timelines are estimates: we do not guarantee that any carrier will deliver within its estimated timeline. Once your order has shipped, Build A Gym is not liable for the carrier delivering earlier, later, or at a different time than expected.
  • No signature required: be prepared for your equipment to be delivered to your driveway or accessible curb with no signature required, whether or not you are home. Risk of loss passes to you once it is delivered.

Delivery Appointments & Redelivery Fees

A delivery appointment is not required, though some carriers may call ahead to schedule one. Missed appointments, refused deliveries, or inaccessible locations may result in re-delivery or storage fees.

Any additional charges incurred due to missed delivery appointments, incorrect address information, or inaccessible delivery locations will be the responsibility of the customer and may be billed after delivery.

If We Can't Reach You

When your order is palletized and ready, we contact you to confirm a delivery date. We make three attempts by phone, email and text over 7 business days. If we do not hear back, we ship your order to the shipping address on file by curbside (driveway) delivery. We do not hold orders in storage. This applies to all freight and local delivery orders, with or without installation.

  • Orders with Inside Delivery & Assembly: if we deliver without being able to reach you, installation is not performed. We refund the installation portion of your delivery charge (the difference between Inside Delivery & Assembly and Driveway Freight Delivery for your order), minus a 20% cancellation fee on that amount. The freight portion is not refunded.
  • Refused, undeliverable or returned shipments: if an order shipped under this process is refused, cannot be delivered, or is returned to us for any reason, the entire order is cancelled and is not refunded. You are responsible for all outbound, return and re-delivery freight charges.
  • Cancelling more than 30 days after purchase: if you cancel more than 30 days after your purchase date while the goods are still in our possession, the order is forfeited. Ownership of the goods passes to Build A Gym and no refund is issued.
  • Pickup orders: orders not collected within 30 days of the purchase date are forfeited on the same terms.
  • Store credit: the store-credit option does not apply to forfeited orders or to the installation cancellation fee.

Inspection at Delivery (Very Important)

All shipments must be inspected at the time of delivery. Before signing the delivery receipt:

  • Inspect the packaging and equipment for visible damage
  • Note any damage clearly on the delivery receipt
  • Take photos of damage when possible

Record visible damage before signing whenever possible. If damage was not noted, contact Build A Gym immediately for a manual claim review; eligibility is not automatically denied by this statement.

If your shipment is delivered without a signature or while you are away, inspect it as soon as possible and report any damage within 48 hours as described under Concealed Damage.

Concealed Damage

Inspect your delivery before signing and record visible damage on the delivery receipt. Report concealed freight damage within 48 hours of delivery at buildagym.com/freightclaim. Keep all packaging and send photos of the equipment, packaging, and delivery receipt. If more than 48 hours have passed, contact us immediately so we can review the available claim options.

Damaged Shipments

If damage is discovered at delivery:

  • Document it on the delivery receipt
  • Take clear photos
  • Submit a freight claim immediately at buildagym.com/freightclaim, including your order number

Freight damage claims and warranty repair are separate from standard returns and do not carry a restocking fee for the claim or repair itself. If a delivery arrives damaged, document the damage and contact us at (512) 591-8553 while the driver is present when possible. If Build A Gym authorizes refusal because of freight damage, we will not apply a 15% restocking fee to that refusal; the claim team will confirm the remedy. Other refusals may be treated as returns with applicable return freight and restocking charges. Do not attempt unsafe unloading.

 

Minor Cosmetic Freight Damage
For small scrapes, dings, or other minor cosmetic transit damage that does not affect the equipment's function, Build A Gym's standard remedy is to send touch-up paint rather than process a freight claim. If you would prefer to file a freight claim instead of accepting touch-up paint, let us know when you report the damage and we will route it through our standard freight claim process described above.

For freight damage at delivery, you have two options: submit a freight claim at buildagym.com/freightclaim, or refuse the shipment at the time of delivery. A refused shipment follows the standard refusal procedures described above.

Lost Freight
Occasionally a freight shipment is misrouted, misdelivered to the wrong address, or misplaced at a carrier terminal rather than genuinely lost. These situations are outside Build A Gym's control once a shipment has left our facility, and resolution depends on the carrier's own trace and recovery process.

If your shipment appears lost in transit, contact us immediately at (512) 591-8553 or sales@buildagym.com so we can open a trace with the carrier. Locating a misrouted or misplaced shipment typically takes 2 to 3 weeks; this timeline is set by the carrier, not Build A Gym, and cannot be expedited on request. Build A Gym does not reship replacement equipment, issue discounts, or provide other compensation while a trace is in progress.

Risk of Loss

Risk of loss transfers to the customer upon delivery. Build A Gym is not responsible for damage, loss, or theft occurring after delivery has been completed. Service completion follows the scope purchased on the order. Current Inside Delivery & Assembly includes assembly, testing, and packaging removal; historical service labels retain the scope originally purchased.

Shipping Costs

  • Shipping costs are calculated at checkout unless otherwise stated.
  • Outbound shipping charges are non-refundable.
  • Return shipping, if applicable, is the responsibility of the customer. See our Return, Exchange & Refund Policy for full details.

Questions About Shipping

If you have questions about shipping, delivery access, or freight requirements before placing an order, please contact us:

Build A Gym
Email: sales@buildagym.com
Phone: (512) 591-8553