Support & Assembly

Last updated: October 12, 2026

How to Reach Us

Support is handled by the same team that sells and ships the equipment. For anything involving a part number, a photo, or a document, email is the channel that gets you the most precise answer.

What to include in a support request

• Your order number. Without it we cannot confirm which unit, configuration, or production batch you are working with.
• The product name, and the part name if you have it. If a part is missing or damaged, photograph it alongside its label where one exists — the label identifies the correct replacement.
• A clear description of the issue. Tell us what you expected and what actually happened. If something is loose, bent, or noisy, say where.
• Photos or video where relevant. For a fitment or assembly problem, a short video is usually faster to diagnose than a long email.

Before You Start

Most problems reported after delivery trace back to something checkable in the first ten minutes. Do these before you begin assembly:

• Inspect the shipment before signing. Note visible freight damage on the delivery paperwork at the time of delivery. Once the carrier leaves, that record is the strongest evidence you have.
• Confirm the contents against the packing list. Check off each box, hardware bag, and part before you start, while everything is still identifiable.
• Measure the space and the route in. Doorways, stair turns, and ceiling height at the lowest point — including beams, ductwork, and door tracks. Our Buying Guides page walks through how to measure properly.
• Read the assembly documentation shipped with your unit. It lists the tools required and the parts, and it takes priority over any generic instructions you may find online.
• Plan for two people. Large frames and racks are not a one-person job, regardless of how the box arrives.

Assembly & Setup

Most units assemble with standard hand tools. The steps below describe the general sequence; your unit’s documentation gives the exact order and hardware for that model.

• Unpack in the room it will live in. Moving a partly built frame through a doorway is significantly harder than moving a box.
• Lay out and identify all hardware first. Sort fasteners by size before tightening anything, and keep the packing list open for reference.
• Build loose, then tighten. Fit the frame together with fasteners snug but not final, check the assembly is square and level, then torque everything down. This is the step that most often gets skipped and most often causes a frame that rocks.
• Anchor tall frames and racks. This is a safety requirement, not a preference — a heavy bar moving inside an unanchored frame can tip it. See Anchoring & stability below.
• Function-test before loading. Run every adjustment, cable, and moving part through its full range with no weight on it, and confirm the range of motion is clear of the ceiling and walls.

Anchoring & stability

Maintenance & Care

Inspection is the part of ownership that protects both your equipment and the people using it. A short routine, done consistently, is enough.

Stop using any unit immediately if you find a cracked weld, a frayed cable, a bent load-bearing component, or a fastener that will not hold torque — then contact us before resuming use.

Replacement Parts

Consumable and replacement parts are available for supported units, including wear items such as cables, grips, and upholstery.

• Send your order number and the part name — a photograph of the worn part and its label is the fastest way to identify it correctly.
• Parts are supplied against your unit’s configuration. Where a part has been revised, we will tell you what changed and whether anything else is affected.
• Part pricing, shipping, and lead time are confirmed with your request, since they depend on the component and your location.

Warranty coverage for a replaced part follows the original equipment terms — see Warranty.

Warranty Claims

Warranty coverage differs by component and by use, and the claim process has specific requirements. Rather than restating the terms here, we point you to the page that carries the authoritative wording:

• What is covered, and for how long — Warranty
• What is excluded — Warranty
• How to submit a claim — Warranty, then email us with your order number, a description of the issue, and photos or video of the defect.

Please do not return or dispose of any part before we authorize a claim — we may need to inspect it, and an authorized claim is required before a replacement is issued.

Shipping, Returns & Policies

Delivery method, return windows, and cancellation terms are set out in the policies themselves. These pages are the authoritative source:

• Shipping & Delivery — freight versus parcel, curbside delivery, and what to expect on arrival.
• Returns & Cancellations — return windows, condition requirements, and any fees that apply.
• Financing Terms — financing and HSA/FSA options, where available.
• FAQs — the questions we get asked most, collected in one place.