Terms & Conditions
WARRANTY PARTS & DEFECTIVE ITEMS
If a shipped item arrives and appears to be damaged, please contact us at email@example.com.
If an item is defective, DO NOT simply send it back to us. Send pictures/videos to firstname.lastname@example.org and The X-Rival Rubber & Grass will assess and evaluate the situation to make sure that the item is defective and not improperly assembled or misused.
Please note that The X-Rival Rubber & Grass is a distributor and retailer of fitness equipment. We rely on our manufacturing partners to uphold the warranty aspect of the service should the need arise. Manufacturers often use authorized third-party service providers to assess and repair the equipment. The X-Rival Rubber & Grass will facilitate the administration portion of the service where it is necessary to do so.
Units that may have defects either out of the box or in the field may have a labour warranty that will cover a technician’s visit. The X-Rival Rubber & Grass does not refund, exchange or remove a repairable product. Should a unit be deemed unrepairable, the transportation cost will be the responsibility of the purchaser.
The X-Rival Rubber & Grass reserves the right to (i) send parts and (ii) replace a defective part.
Parts from Canada: Replacement parts are available to be picked up in Calgary, AB. It is the end user’s responsibility to arrange the delivery or pick up of warranty or faulty parts or products.
Parts from the U.S.: Parts that are shipped from the U.S. are shipped directly to the customer. Customers are responsible for the cost of duty, broker, or shipping charges associated.
Our policy of shipping within 5-7 business (during weekdays) applies to orders made prior to 4:30pm Mountain 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 The X-Rival Rubber & Grass does everything in our power to ensure that customers receive their packages as quickly as possible.
Shipping to a Different Address
For orders over $300, 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.
The X-Rival Rubber & Grass ships with FedEx, Canada Post, and 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 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.**
All oversized items are shipped with a freight company as they are too heavy to ship with FedEx. In these cases, The X-Rival Rubber & Grass 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.
For tracking on 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 example FedEx 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 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 the 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, The X-Rival Rubber & Grass will obtain the exact shipping costs associated with 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 Transparency Disclaimer
Items marked free shipping have a certain percentage allocated towards the cost of shipping. This percentage typically covers most major cities in Canada. Obviously, Canada is geographically massive and we cannot offer free shipping across the board. We do allocate a certain dollar amount to cover most major cities. If shipping costs more than the allocated amount, then you will receive an email with the cost difference. At that point, you can either choose to pay the additional fee to cover the shortfall/difference or you can simply request a cancellation of the order.
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.
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 please contact us at email@example.com.
The X-Rival Rubber & Grass 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.
RETURN & REFUND POLICY
- Refunds will be accepted within seven days of purchase for a full refund if the box is unopened and in original undamaged packaging. Shipping charges attributed to the sale are non-refundable and will be deducted from the total amount. “Free shipping” items also have a cost associated with the shipping, which will be deducted from the refund amount.
- There will be a 30% restocking fee for any authorized returns for opened or damaged boxes, less shipping fees. Custom orders or modified products are not applicable for refund or exchange and are considered final sales. (Items that do not qualify under section “1” will require approval.
- Weights are final sale, including dumbbells, plates, and kettlebells. Electronics, service parts, wearables, mats, mouth guards, undergarments, clothing, boxing gloves, CDs, and DVDs. Subscription programs/cards are all final sales.
CANCEL AN ORDER
As long as your order is pending and still in the “processing” status, you may email firstname.lastname@example.org to cancel the order. Please include the following in your subject line “CANCEL ORDER” with your order number. Once an order has been processed, our standard return and refund policy applies. Please allow up to one business day for a confirmation on your cancellation.
All backordered products will be cancelled from the order and refunded to the credit card that was used to process the order. We will not keep track of backorders at this time.
Prices listed on the website are subject to change without notice as they are live quotes and fluctuate. We cannot guarantee a price you have seen at a later date.
The X-Rival Rubber & Grass reserves the right to cancel any order and for any occurrence. Under these circumstances, the customer will be immediately notified of such occurrences. The X-Rival Rubber & Grass or its parent company are not liable or responsible for any damages caused by the equipment or misuse.