Matrix Fitness Shipping
Our policy of shipping within 10-14 business days (during weekdays) applies to orders made prior to 2:30pm Eastern Standard Time. Delays may occur are if our warehouse is backlogged with orders and shipments during our busy season, or, if there are severe weather conditions that are out of our hands. These situations very rarely occur and Matrix Fitness Canada does everything in our power to ensure that customers receive their packages as quickly as possible.
Shipping to a Different Address
For orders over $400, we may allow shipping to a different address other than your billing address; However, you will be required to add the address on your credit card file (with your credit card company) as a secondary address in order for us to complete your order.
Carriers
Matrix Fitness Canada ships with UPS. Individual items that weigh up to 150lbs will be shipped via UPS. The customer will have the option of picking which courier they prefer when they are placing an order. Once the customer reaches the shipping portion of our online ordering process, our system will list the different shipping options provided by UPS in order of shipping costs, from the least expensive option to the most expensive. Depending on your location, additional shipping options such as morning or evening deliveries may be available for additional costs. The system will also provide an ETA beside each shipping option. **Please note: the estimated time of arrival is just an estimate and does not guarantee that the package(s) will arrive exactly on that date.**
Oversized Items
All oversized items are shipped with a freight company as they are too heavy to ship with UPS. In these cases, Matrix Fitness Canada usually ships with either Vitran or Fastfrate which are both trucking companies used for heavy items. Freight charges vary depending on the weight of the item(s) and the destination it is being shipped to.
Oversized items ship on a weekly basis so please allow 1-2 weeks for arrival. Dropship items may take longer as they are shipped from a different warehouse. Please note, trucking companies will always call ahead of time to schedule a delivery date with you. All deliveries are curbside only.
Tracking
For tracking on UPS shipments, please log in to your account, located at the top right-hand corner of our homepage banner. Please make sure to track your order to avoid any problems or delays as UPS will make one delivery attempt after which it is taken to the nearest depot. You may then do one of two things; call and schedule a second delivery attempt OR pick it up from the nearest depot. If the carrier does not hear from the customer after a week, they will return the package. Should a package be returned to our warehouse, it will be the customer's responsibility to pay for shipping a second time in order for us to re-ship the product(s).
Remote Areas
Remote areas are defined as being outside of the standard service routes of our carriers. Orders being sent to remote Canadian locations are subject to an additional shipping charge, which varies depending on size and weight of the product(s) being shipped. Please note that if you are making an online order from a remote area the shipping cost you see may not always be accurate. In those situations, Matrix Fitness Canada will obtain the exact shipping costs associated to that particular order and contact the customer before proceeding with the order so the customer can be aware of any additional shipping costs prior to the order being shipped.
Free Shipping
Items marked free shipping have a certain percentage allocated towards shipping costs. This percentage typically covers all major cities across Canada. If shipping costs more than we have allocated for a certain product, then your shipping cost will be the difference. Also note that in the event that you are in a remote or beyond carrier location, additional charges may apply.
Multi-Box Shipments
In certain cases the warehouse is able to package certain items together. For example, should you receive 4 boxes when you have ordered 7 items, it does not necessarily mean that any items are missing. It simply means the warehouse was able to package all 7 items into 4 boxes. Please always open your packages before calling or emailing about a missing product(s) to make sure nothing is actually missing.
Damaged Items Due to Shipping
REFUSE SHIPMENT! If an item arrives and the package is visibly damaged, please refuse the item, take a photo if possible and make a note with the carrier. Please call 1-866-577-8504.
Restrictions
Matrix Fitness Canada does not ship to PO boxes as the shipping companies we work with do not deliver any packages unless they are being shipped to a physical address. If your billing information is tied to a PO Box, please provide your physical address in the billing section when placing the order. Please also make sure that your physical address is on your file with your credit card company so that should we need to verify, the information will match and we can proceed with the shipping.
