GET ANSWERS TO YOUR

FREQUENTLY ASKED QUESTIONS!

GENERAL FAQs

CAN I ADD AN ORDER TO MY ONLINE ACCOUNT?

Unfortunately, if an order is placed on the website and you are not logged in, we are unable to add that purchase to your online account. This is a limitation with our system that we are aware of and hope to have a solution in the near future.

HOW DO I GET MY PFM DISCOUNT?

If you are active police, military or first responder, as well as active or retired military, check out our Discount Page for more info!

CAN I COMBINE ORDERS OR ADD AN ITEM TO MY ORDER?

We cannot combine orders after an order has been placed.

CAN I CANCEL MY ORDER?

We try to get orders out as fast as possible. If you need to cancel, please email us at orders@repfitness.com immediately with "CANCEL" in the subject line and we will do our best to accommodate your request. Please keep in mind that cancellations are not guaranteed if the order is too far along in the shipping process. We apologize for any inconvenience this may cause.

I FORGOT TO USE MY DISCOUNT CODE. CAN THAT BE APPLIED TO MY ORDER?

If you placed an order and forgot to apply your discount code, please take the following steps:

1. Email orders@repfitness.com

2. Send us your order number and the discount code you were provided.

3. Please allow for 2-3 business days for a reply.

SHIPPING FAQs

WHEN WILL MY ORDER SHIP?

If you haven't received a shipping notification from us, please email orders@repfitness.com.

HOW DO I CHECK MY ORDER STATUS / TRACKING INFORMATION?

Visit the order confirmation page by clicking the link in your order confirmation email.

IS THE RETAIL STORE OPEN, AND CAN I PICKUP AN ORDER?

The showroom is currently closed. Our reopening date is TBD dependent upon our ability to maintain inventory as well as manage our environment safely around COVID-19. Please note that the inventory available through the showroom is identical to the inventory available through our website.

To stay in the know with Showroom update, please check our Local Pick-up Page.

We do have Local Pick-up options for those who have purchased equipment online. To make an appointment to pick up your order, please visit our reservation page for all current local pick-up information.

WHAT CAN I EXPECT WITH FREIGHT SHIPPING?

• Once this order makes it to a nearby distribution terminal, the Freight company will call you to set up a delivery appointment.

- Please let us know ASAP if there is another phone number they can use to better contact you, if the one you place on file is not best.

• Someone will need to be at the delivery address to accept and sign for the shipment.

- They will be unable to deliver this shipment if no one is home, so keep that in mind when setting up the appointment
time/date.

- It doesn't have to be you that's there--it can be a neighbor/friend/family member if you are not available--as long as
someone is at the delivery address at the time of delivery.


• This delivery can only be made Curbside.

- They can take the pallet/s up your driveway, if requested (at the discretion of the driver), but due to liability reasons,
they cannot take the pallet into your garage/home, or to another part of your property, and are not required to assist with assembly.



• The delivery will be made on a 60ft truck.

- If you feel as though your neighborhood will not be able to accommodate a 60ft truck, please reach out to us ASAP if you want to try to cancel your order.

- If you need to change the delivery address, because the address on file will not accommodate a Freight truck, please let us know ASAP, as the Freight companies will charge an Address Change fee if the shipment is already en route.

-You may reach out to the freight carrier to see if they can deliver on a smaller truck or box truck but it isn't guaranteed that they will be able to.

For more information on freight shipments: Freight/LTL Shipments - Rep Fitness Knowledge Base

I ONLY RECEIVED PART OF MY ORDER. WHERE IS THE REST OF IT?

If your order shipped via UPS, it may have shipped in multiple packages, but you would have only received 1 tracking number. If you plug your tracking number into the UPS website, scroll towards the bottom of the screen and you will see a drop down section titled "Other Packages in this Shipment". Click on that and you'll be able to see the other package tracking numbers and where they are in transit. 

If you are still have issues or are missing items, please email us at orders@repfitness.com 

DO YOU OFFER INTERNATIONAL SHIPPING?

Currently, our shipping is limited to the continental United States. We plan to expand globally in the future and hope that we can make you a REP customer at that time. 

SHIPPING OUTSIDE THE LOWER 48

Due to difficulty in logistics and the high demand, we currently can only ship orders within the lower 48 states, and cannot provide quotes (due to high demand, they are not something we can accommodate at this time). Please be aware, however, that we can only accept returns or warranty requests for items in our shipping area. 

PRODUCT FAQs

WHEN WILL PRODUCTS BE BACK IN STOCK?

We are working hard to increase inventory availability to meet current demand.

You can sign up for back in stock notifications on individual product pages.

Also, feel free to email in to info@repfitness.com for more information.

WHEN WILL PACKAGES BE IN STOCK?

There are a couple things to note about the packages we offer on the site:

-The first thing to know is that if one item in a package is out of stock, then the entire package will show as out of stock.

-The second item to note is that there are not cost savings with packages - they are just set up for convenience. With this in mind, if you are seeing the package you're interested in listed as "Out of Stock" then it would be best to check the individual product pages to build our your own package because other colors/sizes could be available on those pages.

You can sign up for back in stock notifications on individual product pages.

Also, feel free to email in to info@repfitness.com for more information.

DO YOU ACCEPT PRE-ORDERS?

At this time, we are not accepting pre-orders. If you would like to get a quote for an order, please email info@repfitness.com.

Keep up with our newsletter and social media for any exceptions that we may have on particular products.

REWARDS FAQs

HOW DO I EARN POINTS?

Create an Account – 25 points 

Happy Birthday – 100 points on your birthday 

Like us on Facebook – 25 points 

Instagram Follow- 25 points 

Yotpo Review from Verified Buyer – 25 points 

Yotpo Photo Review from Verified Buyer – 50 points when review is published

Yotpo Video Review from Verified Buyer – 50 points when review is published 

Make a Purchase – 1 point for every $1 you spend in our store *Points not received on tax paid* *Points aren't earned with purchases that are made with gift cards* *REP branded products only**Points will be rewarded 14 days after purchase*

Referral Program – Earn 200 points every time you refer a friend who spends over $100.00 

*Misuse of the program will result in being banned*

WHAT DO I DO WITH THESE POINTS?

- Redeem at checkout for $ off 

- $5 off for 100 points 

- $10 off for 200 points 

- $15 off for 300 points 

- $20 off for 400 points 

-So on and so forth. The max amount of points that can be redeemed at checkout is 2,000 points for $100 Off. *Misuse of the program will result in being banned*

PLATE CLUB PROGRAM

- Customers will be placed in clubs 30 days after qualified for

- 10lb Plate Club –automatically in 

1x Point Multipliers 

Birthday Gift 

- 25lb Plate Club – spend $2500 within a 12-month period

1x Point Multipliers 

Birthday Gift 

Early Insight to New Products 

Early Insight to Sales 

- 45lb Plate Club – spend $5000 within a 12-month period

1x Point Multipliers 

Birthday Gift 

Early Insight to New Products 

Early Insight to Sales 

Secret Monthly Specials 

REFERRAL PROGRAM

- Referral Program – Earn 200 points every time you refer a friend who spends over $100.00 

- It must be the referred friend’s first purchase 

- Things that may cause a referral to fail: 

If the customer clicked on the referral link, but then made the purchase on a different IP address or user agent, the referring customer would not get the kickback. 

If the minimum amount spent was reached, but part of the sum was paid for using a coupon, this will not be counted as a completed referral. The minimum amount must be paid with actual money and by using redemption options. 

The referral will only be completed if the minimum amount is spent in the first purchase made via the referral link. The amount cannot span across several purchases.  

 

CAN POINTS EXPIRE?

Yes, points can expire after 1 year of inactivity. Receiving Birthday points isn't counted as activity on the account.

CAN YOU LOSE POINTS?

Yes. If you receive a refund on a purchase, you will lose 1 point for every $1 that is refunded.

CAN YOU DROP DOWN A CLUB?

Yes, someone can be dropped down a club.

If a customer does not meet the spend requirement in the 12-month period after they have entered the club, they will be dropped down.

WHY WERE POINTS NOT ADDED FOR MY PREVIOUS ORDERS?

Instead of adding points for previous orders, we have awarded 200 points for every existing customer account! If you have any issues receiving points from new orders (1/18/2022 and on), please contact us at orders@repfitness.com .

WHY CAN'T I REDEEM MY REWARDS AT CHECKOUT?

-If you are purchasing with a gift card, you will not be able to redeem your rewards at checkout.

-If you are using a PFM Discount Code, you will not be able to redeem your rewards at checkout.

MANUFACTURING FAQs

WHERE DO YOU MANUFACTURE YOUR PRODUCTS?

We manufacture globally. Our goal is to produce the highest quality products we can at a price that sets us apart as a value leader. If that ideal location is the USA, China, Mexico, France, or the Moon, we’ll make it there. We are always looking to expand our manufacturing base, so the exact locations may change from year to year. As of the beginning of 2022, it’s primarily China.

HOW DOES YOUR QUALITY COMPARE TO OTHER COMPANIES THAT MARKET MADE IN USA?

The short answer: Very well. The (very) long answer: Let’s focus on China as an example. It’s important to understand two things: One, a country is not a factory. There are dozens of fitness equipment factories in China, so the quality from one factory to another will differ. Two, factories in China can make world class products. iPhones are made in China and are obviously high-quality products. At the same time, there are many stereotypical low-quality products made there. That variation in quality exists in fitness equipment too.

The quality a company receives from a factory is only as good as what they’re willing to pay, and the standards they set and enforce. If a company in the USA imports and sells a product with substandard quality, they are ultimately the ones at fault, not the factory in China. A lot of work is involved to setup the kind of quality standards and inspections that are needed to deliver an exceptional customer experience, and that’s our responsibility, not the factory’s. We have a dedicated team of professionals near our factories that help to ensure exceptional quality and have spent a lot of time and effort to create standards and train staff. It doesn’t mean we’re perfect, but we’re always working towards that.

ISN'T THERE A QUALITY DIFFERENCE BECAUSE OF BETTER CRAFTSMANSHIP?

Five or ten years ago, the answer may have been yes. If Welder A was excellent, but Welder B was so-so, quality could vary greatly depending on who worked on your equipment. Now though, at any larger equipment company (including ours), your power rack or bench is no longer hand cut, hand welded, and hand painted. It’s manufactured predominantly by robotics.

For example, a power rack is made by a robotic laser tube cutter, a robotic laser plate steel cutter, a robotic welder, and a robotic powder coating machine. With that level of automation now typical with a modern factory, the difference in quality today from even 5 years ago is huge.

There is still some hand-welding done, but it’s becoming less of a factor every year, and all the other robotics have taken over most aspects of production.

I'VE HEARD THAT COMPANIES IMPORTING ARE JUST RE-BRANDING THE SAME PRODUCTS MADE BY THE FACTORIES. IS THAT TRUE?

Yes and no. Re-branding is more common in cases of “commodity” products such as dumbbells and plates. However, there are dozens of factories producing these types of equipment, so you rarely have any idea if two companies use the same factory. The larger the company, the less likely other companies carry the same re-branded product because the large company eats up most of the production capacity of the factory.

In our case, we are typically a very large percentage of production for any given factory, from 50-90%.We also require exclusivity for our unique products such as benches, racks, etc., and these cannot be sold to any other company because they’re our designs.

BUT I SAW XYZ PRODUCT FROM ABC COMPANY THAT LOOKS REALLY SIMILAR TO YOURS. IS IT FROM THE SAME FACTORY YOU USE?

We design our products such as benches, racks, and other unique items in-house with our own engineering staff in the USA. If you see a product that is clearly a recognizable REP design that we sold first, it’s because we designed it. Other companies may seek to copy us with a knock-off, much like what happens to many well-known brands in other industries. Vote with your dollars when you see behavior like that and contact our staff to let us know when you see this happen. That product isn’t made in our factory though. We have agreements in place with our factories, and our own full-time staff there every day.

I PREFER TO SUPPORT AMERICAN COMPANIES AND JOBS. WHY DON'T YOU MANUFACTURE MORE IN THE USA?

Firstly, REP is an American company. It was started by two brothers in Colorado and has grown to employ over 100 people in the USA and growing.

Secondly, the jobs at REP are some of the highest paid and highest skilled jobs in the value chain that brings you our products. Jobs such as our leadership, finance, engineering, customer service, sales, logistics, marketing, and IT are all located in the USA. When you pay for a product from us, the majority of the purchase price is going to support our company, and the minority is going towards manufacturing costs.

Finally, we are always exploring opportunities to diversify our manufacturing base. If our customers are telling us they want the option to have locally made products and are willing to pay a premium for that, we will listen and potentially offer a line catering to those customers.

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