FAQs

FAQs

Find answers to your most frequently asked questions:

ORDERS STATUS

We’re unable to make any changes to your order once you’ve hit the ‘place order’ button.

WHERE IS MY ORDER?

  • The easiest way to review your order information is to log into your account.
  • To check the status of your order, please see below: 
  1. Account Login

Note: *As long as you login using the same email address you provided us during checkout you will be able to check and verify the status of your order. If you checked out as a guest, you could track your order as well just by filling in the "Track My Order" number with the selected courier agency responsible for delivering it.

  • If you signed in or created an account when you checked out: 
  1. Sign in to your account by clicking the "My Account" link.
  2. After you are logged in, locate "Active Orders" on the left side navigation menu and click View.
  3. Locate and click the order number you wish to review.
  4. The Order Status will be located under the Order Information Section.

HOW DO I TRACK MY ORDER? 

  • Got a Respond account? Easy peasy! Log into your account through the online store, check out the fulfillment status against your recent order. If the order has been fulfilled, click onto the order information, and you can find your tracking information here.
  • I don't have a Respond account yet? As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched. 

Note: *If tracking can take around 24-48 hours to update after dispatch.

WILL MY ORDER COME IN ONE PACKAGE?

  • Items ordered in one order purchase will be sent in the same package and arrive at the same time. When possible, items from multiple orders will be combined into the same package. This helps to reduce the number of parcels sent to you, so you receive fewer packages and have less packaging material to dispose of when you receive your orders.
  • Please use one of the links below to track your order with the courier agency responsible for delivering it.
  1. DHL: http://webtrack.dhlglobalmail.com/
  2. USPS: https://tools.usps.com/go/TrackConfirmAction_input
  3. UPS: https://www.ups.com/track?loc=en_US&requester=ST/

Note: *If you input the incorrect address at checkout, we cannot be held accountable if the order goes missing. We are not liable to refund or replace this order.

HOW MUCH DOES SHIPPING COST?

  • Once you’ve clicked through to Secure Checkout, you can enter your delivery address and choose a shipping method. Shipping costs are then calculated and tacked on to your subtotal at the bottom of the page.

WHAT ARE MY SHIPPING OPTIONS?

  • If you are shipping in the United States:
  1. USPS: Standard $50.00 and up Free shipping.
  2. USPS: First Class Mail.
  3. USPS: First Class Package.
  4. USPS: Parcel Select Ground.
  5. USPS: Priority Mail.
  6. USPS: Priority Mail Express.
  • If you are shipping outside of the United States:
  1. USPS: First Class Package International.
  2. USPS: Priority Mail Express International.
  3. USPS: Priority Mail International.
  1. UPS: Worldwide Expedited.
  2. UPS: Worldwide Express Plus.
  3. UPS: Worldwide Express.
  4. UPS: Worldwide Saver.
  1. DHL: Express: Worldwide.
  • Delivery times will vary based on your exact location.
  • In addition, shipping fees will vary based on the weight of your parcel. We have listed some examples below that should help you predict the fees you will have to pay for shipping based on the items you are ordering, but please check the calculated fees during checkout.
  • All deliveries are tracked and handled by USPS, UPS, and DHL Express.

WHEN WILL MY ORDER BE DISPATCHED?

  • Orders are processed as soon as possible and usually within two days (excluding Sundays). In exceptional cases, due to high demand or other reasons, order processing may take longer, but every effort will be made to complete and dispatch your order promptly. Any exceptional delays will be advised on the website and by email.
  • You will receive an email confirming dispatch.

ARE SHIPPING FEES REFUNDABLE?

  • No, shipping fees and costs associated with shipping are not refundable.

HOW WILL I KNOW WHEN MY ORDER HAS BEEN SENT?

  • An email will be sent once your order has shipped out. Orders usually ship within two business days.
  • If you are having difficulty tracking your order, please contact us.

WHERE CAN I FIND MY RECEIPT?

  • The order confirmation email received when you placed your order serves as the sales receipt.

WHAT HAPPENS IF I RECEIVE A FAULTY ITEM?

  • We are so sorry to hear you have received a faulty item! Please send us the following info:
  1. Your Order Number.
  2. Item Name.
  • Photos that show:
  1. Product fault as clearly as possible.
  2. Full-length photo of the item.
  3. The Respond logo and label.
  • There is no need to send your faulty item back to us; it could delay the resolution time. 
  • If your item was damaged on delivery, please get in touch with us within seven days with photographic evidence so that we can get it sorted for you.

I AM MISSING AN ITEM. WHAT DO I DO?

  • We are sorry to hear that you are missing an item from your order and would like to make it right for you!
  • Please check if your invoice indicates the missing item should have been included within the order you have received. Please keep in mind that some items may be shipped in separate packages.
  • If the item should have been in the package you received, please contact us with the following details:
  1. Your name.
  2. Your order number.
  3. What item you are missing.

Note: *Again, we recommend checking your invoice as your item may have been shipped in a separate package. You can also log-in to your account and view your Online Order History Account Login to review order details.

HOW DO I RETURN AN ITEM?

  • All sales are final. No returns or exchanges. Please email us for any questions or concerns regarding any products, orders, or programs.

IS MY ORDER ELIGIBLE FOR A DISCOUNT?

  • Respond Fitness offers the best value with exclusive sales and discounts throughout the year.
  1. Offers are not valid on previous purchases and cannot be combined with other offers.
  2. Free shipping applies to USPS Standard Class Packaging to the 48 Contiguous United States and U.S. Postal Territories, and APO/FPO addresses.

WHEN ARE PROMOTIONAL DISCOUNTS APPLIED?

  • Some promotional discounts are applied in your cart prior to checking out. Other promotional discounts can be applied to your cart during checkout. With a promotion code, you're able to get a discount when you purchase products through our online store.
  • Here's how to claim your discount:
  1. Pick a product (one that's applicable for a promotion code discount) from our online store.
  2. Go to your shopping bag by clicking the 'Check out' button at the top of the screen.
  3. Click ‘Enter promo code’ under your order summary. A promotion code field will appear. Type your promotion code into the field and hit ‘Apply'.

Note: *Keep in mind the promotion code:

  1. Is only valid for a limited time.
  2. May not be applicable to all products.
  3. Cannot be applied after you've placed an order.
  4. Cannot be combined with other promotions, offers or discounts. If more than one promotion or discount offer applies to your order, we'll use the one with the greatest discount. All promotion codes are case specific. You can find the Terms and Conditions related to promotion code usage stated on the bottom of your email, or on the promotion code.

DO YOU SHIP TO INTERNATIONAL LOCATIONS?

  • Yes! We ship internationally. Respond Fitness offers convenient shipping to many destinations. You will continue through Secure Checkout and check the calculated fees for shipping based on the items you are ordering after you input your address.

WILL I GET AN EMAIL WHEN I SIGN UP FOR BACK IN STOCK NOTIFICATIONS?

  • Once you have entered your email, you will receive a confirmation email with the subject "You're on the List". You will get first notice when the product you request becomes available again. Keep your eye out on your inbox for this email and future notices!

HOW DO I CREATE AN ACCOUNT?

  • It’s easy to create an account.
  1. The first step is to click ‘Login’ on the top right corner of the site, and then choose ‘Create Account’ to start the process.
  2. Once there you should enter your personal information. That’s your first and last name and selecting if you are over the age of 13.
  3. Next you enter your ‘login information’. This is your email, and you need to create a password and confirm it. Then choose your communication preferences, and make sure to accept the Terms and Conditions.
  4. Complete the process by clicking ‘Submit’.
  • Congratulations, you made your account. We’ll send you an email to confirm.

HOW DO I RESET MY ACCOUNT PASSWORD?

  • Getting an error message trying to log into your account? Please check the following:
  1. Check you're using the same email address you used to sign up.
  2. Have you just forgotten your password? Follow this link to reset your password.
  • If all else fails, get in touch with support by emailing us and we'll look into it a little further for you!

WHAT ARE THE TERMS AND CONDITIONS?

  • You can find a full copy of the terms and conditions here. Please see below:
  1. Terms and Conditions

ARE YOUR NUTRITION GUIDES SUITABLE FOR EVERYONE?

  • Our nutrition guides are written by our qualified nutritionist and are loaded with information on nutrition, healthy lifestyles, and delicious recipes for you to enjoy.
  • However, please note our guides are not suitable for women who are pregnant, breast feeding or looking to conceive or any individual who has a history of eating disorders or medical illness.

CAN I FOLLOW YOUR GUIDES AT HOME?

  • If you are looking to work out at home, we have the perfect eBook for you:
  • RESPOND FITNESS IN-HOME WORKOUT PROGRAM. Please click on the link below to read more about this guides and what equipment you will need in order to follow it successfully.
  1. eBooks

I HAVE NOT RECEIVED MY eBOOK PDF FILE, WHAT DO I DO?

  • All customers get a direct download after checkout, and an emailed link. If you have not received your order confirmation email, please be sure to check your junk and spam folder as our domain may not be on your safe sender list. Be sure to add us as a safe sender once you have located your email. You can also try searching for “Respond Fitness” or the name of the products you ordered in your email folders to bring up all related emails.
  • If you are still unable to find your Respond Fitness eBook, please contact us. 

CONTACT INFORMATION

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