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Madeline Romeo CPT, CES, CCE

 

Frequently Asked Questions - FAQs

What if my order is delayed?
We apologize if your package has not arrived when expected, or if you have not been able to get through to us.
The majority of our orders do deliver within the 5-7 business day guarantee, however sometimes there are circumstances beyond our control that can cause delays in processing and shipping, such as adverse weather conditions.
Thanks for your patience and understanding.  We're certain that you’ll enjoy your program and we are hopeful that you will share your success with us!

Why haven't I gotten my Fitness Roots order confirmation, ship confirmation, customer service or newsletter emails?
SPAM filtering software may be installed on your computer or used by your email provider or internet service provider.  To ensure that you receive our emails and our responses to your inquiries, do one of the following:
If your settings do not allow you to add email addresses to a "safe list," use the Help section or contact your email/internet provider's Customer Support to research your configuration options.
Disable your email filtering "SPAM" software on your computer.
Check your junk, bulk or spam folder if you feel you are missing an email from Fitness Roots.  For customer service inquiries, feel free to contact us via phone at 1-512-FIT-ROOT (1-512-348-7668).

Is there a chat forum for Fitness Roots product users?
Yes!  We have a chat forum accessible to you: Fitness Roots Forum Chat with your fellow Message Board buddies and our fitness trainers!

What is the Fitness Roots Money Back Guarantee?
All Fitness Roots products come with at least a 30-day money back guarantee.  The guarantee period starts on the date of delivery (about 2 weeks after the product was shipped from our warehouse).  You may return opened and used items.

Is sales tax included in the price?
Yes.  Fitness Roots has a presence in California so we must charge the applicable sales tax.  This is a legal obligation and we do not keep the sales tax; 100% is passed on to the state.

What happens if my credit card doesn't go through?
We are not currently able to notify customers if we have trouble processing the order with the account information provided.  If you think your order may be delayed to do payment processing difficulty, please call us at 1-512-FIT-ROOT (1-512-348-7668).

How long does it take to get a refund?
Please allow about 2 weeks from the date we receive your return for your credit to post to your account.

Can I use the videos during pregnancy?
Every pregnancy is different, so it is very important that you first consult your physician.

Can I return products for a refund after the money-back guarantee has expired?
No.  In order to receive a refund, you must return your product within the money back guarantee period.  All Fitness Roots products come with a 30-day money-back guarantee.  We want to make sure that you have time to use the product and make sure that it is right for you.  This guarantee period begins from the date that your order is delivered to you (not from the date that you placed your order).

Can I cancel my order?
In most cases we cannot cancel your order as it will have entered our system and processed for shipment overnight.  We can only cancel orders that have not been processed for shipment.  If you call us in the early morning, the day after you place your order we may be able to cancel your order before processing.  We cannot cancel the same day you ordered, as your order will not have been input into our Customer Service system  If we are not able to cancel your order when you call, it's okay!  You still have the money-back guarantee and can call us for return instructions  The only exceptions may be orders that have gone into backorder and orders with a declined credit card that has not been successfully processed yet.  We apologize for any inconvenience and assure you that our overnight processing is done to assure the fastest delivery possible to the majority of our customers who do want their orders.  Thank you for your understanding.



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