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Shipping & Returns

Table of content:

I. Shipping

II. Returns

 

I. Shipping

When shipping your CYBEX order, there are three crucial items for us: speed, convenience, and reliability. To exceed expectations and provide you with the best shipping service possible, we have partnered with FedEx as a shipping partner due to their excellent efficiency. This makes shipping and any potential returns as simple as possible – for both you and us.

 

1. Shipping Costs

We have two shipping options available for you to get your product to you when you need it:

Fed Ex Standard - $9.95 per order
Our standard shipping where the lead time for delivery depends on your delivery address. Delivery within the contiguous U.S. takes 1–5 business days. Shipping to and from Alaska and Hawaii requires 3–7 business days. Orders over $50 dollars ship FREE.

Fed Ex Express Saver - $19.95  per order
Express Saver provides three day shipping delivered Monday–Friday to the contiguous U.S., with the exception of Hawaii & Alaska. Packages arrive at businesses by 4:30 p.m. and residences by 8 p.m.

Orders placed by 2 PM EST Monday–Friday will ship same day. Delivery times may vary according to your selected address and item availability.

 

2. Alternative Delivery Address

Convenience is also our top priority when it comes to the delivery address, but securing your order is also very important to us. We suggest having your packages shipped to a location where and adult is able to lift up to 35 pounds is available and can provide a signature for delivery if needed. We deliver to both residential and business address and may require signature for release of your delivery.

 

3. Canceling your Order

As soon as you place your order, we work very hard to get your order out the door and delivered to you as quickly as possible. We are generally unable to cancel your order because of this. Please be sure of your purchase before you complete your order. 

 

4. Delivery of your Purchase

Once your package is picked up by our carrier, Fed Ex, you will be able to track your pack to understand out where your eagerly awaited CYBEX delivery. You can find tracking number in your shipping confirmation, which we will send to you via email as soon as your delivery leaves the CYBEX Logistics Center. You can also find the tracking number within your order details in your CYBEX customer account.

CYBEX chooses which carrier will deliver your shipment, and some of our shipments require a signature. The carrier may make subsequent delivery attempts before returning the shipment to the CYBEX logistics center.

If you are unavailable to provide a signature, Fed Ex has options for you to receive your package. If these requirements are not met, your shipment may be returned to our warehouse:

  • Pick up package at carrier's local facility.
  • After the first delivery attempt, you can request to pick up your package at our carrier's local facility. Call the number on the carrier's Delivery Notice and inform them you'd like to pick up your package in person.
    • To pick up your package from the carrier's local facility, you may need:
      • The Delivery Notice
      • Government ID (driver's license, passport) that matches the package name and address
      • Second ID with your name on it (credit card, social security card)
  • The carrier can release the package only to the person included on the shipping address.
  • In addition to this option, Fed Ex carriers may offer additional delivery options. Learn more at FedEx Delivery Manager

 

II. Returns

We offer you the ability to return brand new items in their original packaging within 30 days of your purchase.

Please be aware that we cannot provide any direct exchange service. If you would like to exchange your item for a different product, please order the desired product and return the original delivery to us. 

The CYBEX Online Shop can only accept returns and customer complaints relating to items that you ordered through our CYBEX online service. For items purchased elsewhere, please contact the retailer from whom you purchased the product. Likewise, it is not possible to return items purchased at the CYBEX Online Shop at a brick-and-mortar retailer or online retailer.

 

1. Returning a Product

If you wish to return a product, you can request a return label from our CYBEX online shop through our Return Page. Once you are there, please follow these steps:

1. You will need a few details from the original order:

  • email address
  • order number
  • the billing address zip code

2. Validate it is the correct order and click on "Return items".
3. Select all articles you are expecting to return and enter the reason area & return reason to proceed. Click Continue.
4. Review the return items and click on "Continue".
5. A pop-up with return information will be shown, after reading carefully, click on "Generate Label".
6. You will receive the corresponding number of return labels that are necessary for returning the selected items. Print out the return labels directly from the website. You should also receive this by email and can print out the labels at a later date.
7. Retain all of your return tracking numbers for any follow up that might be necessary

Notes:

  • Pack your items in their original packaging and seal them securely
  • Please attach a separate return label to each box being returned. Orders requiring multiple labels, use any label on any box
  • Please bring the package(s) to a Fed Ex drop off point within 7 days of creating your return label

We will process any return as quickly as possible, generally within 14 business day of delivery by Fed Ex. At the time that your return is inspected to be in original condition and processed, you will receive a Return Confirmation included the products received and the amount refunded. Any subsequent refund will be processed back to the original form of payment used when ordering.

 

2. Refund

Once your product is delivered to our warehouse, please be patient with our teams and allow up to 14 business days for your return to be processed. You will receive Return Confirmation via email once processed and your refund will be on its way to your banking institution. Refunds will be processed back to the original form of payment and can take between 7-10 business days post to your account with your bank. 

Original shipping charges are not refunded at the time of product return. 

 

3. Customer Complaints

Everyone who chooses to purchase a product from CYBEX should rightly expect superb quality. Nevertheless, should your delivery not meet your expectations or if it is defective, please contact our Customer Service Department.

Naturally, you can claim defective goods with us within the scope of your statutory warranty claims. In this regard, please read our Terms of Sale and Terms of Use. Please note that this only applies to goods that you purchased at the CYBEX Online Shop.

For questions regarding customer complaints or any other matter, our Customer Service Department will gladly assist you with advice – as you should always expect from CYBEX.