You will never be asked for the password for your e-mail account. You will, however be asked for the password to access your FitnessKit.com account. We recommend that you use your telephone number as a password, as it is easy to remember. You should never use your e-mail password for your Fitnesskit.com account.
It is possible that you have enter certain data incorrectly into the form. You should bear in mind the following rules:
DNI/CIF, you should write in capitals and without blank spaces; eg.: 65236236K (DNI), B628454562 (CIF)
Date of birth, dd/mm/yyyy, 2 digits for the day and the month, 4 digits for the year; e.g.: 05/09/1972
Post Code: it must be exact and coincide with the town and the province/region.
Cellphone: 9 digits, without blank spaces and without the country code (+34, 0034), e.g.: 699555444; the same applies for a landline or an alternative telephone number.
Deliveries, orders and gifts:
Where can orders be sent to?
We deliver to almost all European Union countries (Germany, Austria, Belgium, Denmark, Spain, Slovenia, Slovakia, Estonia, Finland, France, Greece, Holland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, United Kingdom, Czech Republic and Sweden), Switzerland and Andorra.
Do we accept telephone orders?
Yes, we accept telephone orders. In such cases, the client must previously have purchased items via our Internet Shop.
Do certain orders have priority?
Yes, those orders placed via the Internet have priority over telephone orders.
If I purchase products valued at €59.90 will I receive gifts?
Gifts are only sent with purchases in excess of €60. The gifts system is closely related to our Free Delivery and C.O.D. without commission system. Thus, gifts are never sent for purchases of a lesser amount.
Are the delivery costs taken into account when calculating gifts?
No, only the total amount of the purchases in the basket are taken into account.
Are gifts accumulative?
No, only one gift per order is sent. All Kits of less than €150 are accompanied by a FK T-shirt, FK Hat or FK Shaker as a gift. Orders of more than €150 are eligible for FK Gloves, FK T-shirt, FK hats or FK Shaker gifts.
How do I choose a gift?
You will be able to choose a gift when viewing the shopping basket, in accordance with the total amount of the purchase. Should you not wish to receive the offered gift or should you wish to exchange it, just delete it from the basket and you will be able to choose from the gift options.
What happens if the gift I choose is not in stock?
In such cases you will be sent a similar, replacement gift. In the Comments section, client may indicate the priority of gifts.
Why does the gift appear in the shopping basket with its sale price and delivery cost?
You have probably deleted an item from the shopping basket and the new total is inferior to amount established for the reception of gifts. In such cases, you should delete the gift from the basket and you will be offered the opportunity of choosing another gift. Add the new gift and you will see that its price is not added to the final price of the items in the basket.
I have a Trainer, but the system applies only 5% discount in relation to the gift. Why?
Discounts cannot be accumulated with other discounts or gifts. In such cases, you must select the Trainer discount (5%). If you wish to add the gift, you will in this case receive the same discount, that is to say, 5%.
When are deliveries made?
Orders placed with the NORMAL COMMISSION-FREE SERVICE (Tourline or Chronoexpres) are delivered from Monday to Friday during the day (from 09.00 to 18.00, approximately). We cannot guarantee specific delivery times.
We do not deliver on Saturdays nor after 18.00.
• If you wish to receive delivery during the morning, we recommend you choose the 14-hour Service (delivery is made the following working day before 14.00h)
• If you wish to receive delivery during the afternoon, we recommend you choose the MRW Service. You will be able to arrange specific delivery times with this messenger service.
Can I choose the delivery company responsible for my delivering my order?
Yes, of course. Nevertheless, FitnessKit may change the delivery company chosen by the client in order to provide a better service.
Should the client insist on a specific company (to be noted in the Comments section), FitnessKit will respect the request. If FitnessKit is unable to provide the service via the specified company, we will contact the client before despatching the order.
Will I receive a call before delivery is made?
No, you will not receive a call before delivery made. Should the messenger be unable to make contact at the delivery address, you will be left a note with a telephone number and a delivery note number in order that you may contact the Agency and take delivery of the order.
Should you not receive a note or should the messenger not contact you within 24/48 hours, please contact our Team.
Can I open the package before signing or paying the C.O.D. charge?
No, under no circumstances must you open the package. If you note any anomalies, you must indicate their nature in the Delivery Note before signing for the package. Once you have signed you should make a claim to FitnessKit in order that we may open an incident.
Can I collect my order from the Transport Company?
Yes, of course. This option is only available to clients in the Spanish Mainland. The client is responsible for indicating this option in the order.
How do I go about it?: It’s very easy. You have 2 options for collecting from the Agency. First, you can collect from a Tourline Express Office (without cost). Secondly, you can collect from a MRW Office (a charge will be applied in accordance with the weight of the order).
If you choose to collect from a Tourline Office, you must modify the delivery address in the system by adding the exact, complete address of the Office from which your are going to collect your order.
If you choose a MRW Office, you must choose the MRW Service. You must modify the delivery address and add the complete, exact address of the Office from which you are going to collect your order and note in the Comments sections: COLLECT FROM AGENCY.
Please read the "Delivery Costs" information carefully. You will find information about other delivery methods and you can consult the Tourline Express and MRW Office by post code and/or town.
Can I monitor my orders On Line?
Yes, via Your Account you can track the delivery of each order you place, consult all the associated details and those of the Agency responsible for the delivery.
If the order was placed and sent today, the OnLine information would be available towards the end of the evening, which is when the messenger companies update their respective On Line tracking services.
Is the Urgent 14-hour Service available for orders of less than €30?
No, we do not use the Urgent Service for next-day delivery of orders of less than €30. If you do decide to choose this option, the delivery costs will be recalculated.
What do I do if my order has missing or erroneous data?
Contact our Team immediately in order to receive the necessary instructions. The quickest, safest means of contact is via e-mail. Additionally, by using this method a record is created of the changes to be effected.
Please remember that our Shop system if fully automated. If you overlook or enter incorrect delivery address details, the messenger service may charge you an additional cost upon delivery. Such additional costs range from €4.85 to €29.50, depending on the nature of the error in the delivery address (post code, address, etc.).
Can I place another order if I don’t receive my original order?
Before placing a replacement order for non-delivered products, please contact our Team so that we can check the original order.
Are the orders delivered in discreet packaging?
Yes, all orders are delivered in boxes or bags belonging to the corresponding messenger service. There is no way to determine the content of the packages from their packaging. The boxes have a white wrapper with the FitnessKit logo and blue letters in order to avoid any manipulation of any nature.
The FitnessKit wrapper (white with blue letters) is only available from our company. Should your box have a different wrapper, please indicate this extreme in the Delivery Note.
On certain occasions we add “Very Fragile” sticker to our white FK wrapper.
What do I do if I notice a defect in the packaging?
You must make a note of any anomaly or incident (crushing, breakage, damp, etc.), however slight, in the Delivery Note: If you do not make a note of any such incident, FitnessKit.com can accept no responsibility for the order’s condition and you will not be covered by the insurance contracted to cover such incidents.
Can I receive my order through a Post Box?
No, under no circumstances do we deliver orders to Post Boxes.
Are deliveries to the Canary Islands, Ceuta and Melilla exempt from VAT?
Yes, orders delivered to these zones are invoiced without VAT. Please read the “Delivery Costs” section, which contains information about possible taxations that clients may have to pay in relation to orders.
What happens when an order is returned to FitnessKit.com?
Orders returned without justification are subject to a charge, which range from €9 (per order). This amount may be increased in accordance with the chosen service and the total weight of the purchase (and the C.O.D. sum, when applicable).
Any client wishing to return an order must pay the return delivery costs. In those cases in which the order has been sent C.O.D., the return delivery costs will be applied to your next purchase and, in such cases, you will not be able to pay for this new order C.O.D. This order must be paid for via bank transfer, together with the return delivery costs corresponding to the previous order.
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Is there a commission for C.O.D. deliveries?
No, commissions are never charged for C.O.D. deliveries.
Is the C.O.D. service available for all deliveries?
The C.O.D. service is only available for Mainland Spain. This payment method is not available for the rest of the European Union, the Balearic Islands, the Canary Islands, Ceuta and Melilla.
Must I have the exact amount on hand to pay C.O.D.?
Yes, you are strongly recommended to have the exact amount on hand when accepting a C.O.D. delivery. Messengers are under no obligation to carry change for security reasons. Additionally, the insurance policy covering the delivery messenger only covers the theft of the stated C.O.D. amount.
Why does the messenger service charge me an extra amount for not having the exact amount on hand?
The messenger companies may apply an extra charge in such cases as they must effect a second delivery. The Normal Free Service contemplates 2 delivery attempts. As of the third attempt, the messenger service may apply an additional delivery charge.
Why can’t I change the payment method when I am unable to finalise payment via a Virtual POS? I am automatically redirected to the previous payment method...
The Shop system activates the cookies the record the steps taken by the client in the Website, with the first chosen payment method remaining in the user session.
In order to change the payment method in such situations, you close the browser and open an new session before placing a new order with a different payment method.
Can I pay via PayPal?
Yes, we accept payment via PayPal (PP). However, clients outside Spain who choose this method must be VERIFIED USERS
When receiving a payment from a "UNVERIFIED" client from outside Spain, the payment amount is returned within 24 hours and the order is cancelled.
In relation to "UNVERIFIED" clients residing in Spain, we follow the security protocol as recommended by PP; Should the e-mail account or card not be verified by the PP system, or should the delivery address not coincide with the card´s invoicing address, Fitnesskit reserves the right to refuse the order. Should the order not be sent or should Fitnesskit cancel the transaction, the full amount paid for the purchase will be returned via the PP system. Under no circumstances will any other type of transfer or repayment be effected.
Is it important to note the order REFERENCE when making a bank transfer?
Yes, it is very important to do this in order that we may process your order quickly. Failure to note this information may lead to a delay in the processing of your order.
Is my sending the bank transfer receipt enough for my order to be sent?
Not in all cases, it depends on the type of receipt sent as justification. If there is any doubt, FitnessKit.com reserves the right to wait the 24 to 48 hours that a transfer usually takes to appear in a bank account.
However, there is no doubt that sending the receipt allows us to process your order quickly, as our Invoicing Department is able to relate the payment made into our account with your order.
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