Shipping

Zeus Fitness Shipping & Claims Policy 

Order Processing & Shipment

• Order Confirmation - Step 1:

Upon completing your order, you will receive a confirmation email with your order details. Please verify the accuracy of your order and shipping information immediately. Any discrepancies must be reported within 24 hours.

• Shipment Notification - Step 2:

Once your order is processed and shipped from our Richmond facility, you will receive a shipping confirmation email with tracking information. It is your responsibility to monitor the tracking details to stay informed about your package’s status.

• Delivery Timeline - Step 3:

Estimated delivery times are provided at checkout based on your location and the carrier’s standard service. While we strive to meet these estimates, delays due to carrier operations or external factors (e.g., weather, customs) are beyond our control. Zeus Fitness is not liable for carrier-related delays.

Receipt of Goods:

Upon receiving your shipment, we strongly recommend inspecting the package immediately for completeness and accuracy. Compare the received items against your order and the shipping confirmation email.

Lost or Damaged Shipments

We understand that issues with shipments can be frustrating, and we are committed to resolving them swiftly and fairly. In the rare event of a lost or damaged shipment, our logistics team will support you fully, whether the issue originates with Zeus Fitness or a third-party carrier. Below, we outline the responsibilities of all parties to ensure a transparent and accountable process.

• Zeus Fitness Responsibility:

We maintain stringent quality control, including photographic documentation and detailed records of every package’s condition, dimensions, weight, and contents before it leaves our Richmond facility. If our investigation confirms that damage or loss occurred within our facility prior to carrier pickup, Zeus Fitness will assume full responsibility. We will provide a replacement product at no cost to you. To initiate a claim, contact logistics@zeusfitness.ca within the specified timelines below. Claims lacking sufficient evidence or reported outside these timelines may be ineligible for resolution.

• Carrier Responsibility:

Once a package is transferred to a third-party carrier, the carrier assumes full responsibility for its safe delivery. If our investigation determines that damage or loss occurred during transit due to carrier handling, you must file a formal claim directly with the carrier. Zeus Fitness will support you by providing all necessary documentation (e.g., proof of shipment, condition at dispatch, and packaging records) to substantiate your claim. Carrier claims must be initiated within the carrier’s specified timeframe, typically 60 days from the shipment date, to remain eligible for compensation. Failure to file a claim within this period may result in the carrier denying responsibility, and Zeus Fitness cannot be held liable for unclaimed carrier losses. For assistance with the claim process, contact our logistics team at logistics@zeusfitness.ca.

• Customer Accountability:

To ensure prompt and effective resolution, customers are responsible for the following: 

• • Monitoring Tracking Updates:

Regularly check the carrier’s tracking information to stay informed about your package’s status. Zeus Fitness is not responsible for monitoring carrier updates on your behalf.

• • Inspecting Packages:

Within 48 hours of delivery (an industry-standard timeline), inspect your package for visible damage, missing items, or discrepancies. Document any issues with clear, timestamped photos showing the package exterior, contents, and any damaged items. Photos must include the shipping label and any visible carrier damage (e.g., crushed corners, torn packaging).

• • Reporting Issues Promptly:

• • • For damaged or incomplete shipments, notify Zeus Fitness at logistics@zeusfitness.ca and the carrier within 48 hours of delivery. Include your order number, a detailed description of the issue, and supporting photos. Reports submitted after 48 hours may be ineligible for claims, as carriers often require immediate notification to validate damage claims.

• • • For packages marked as "Delivered" but not received, contact the carrier and Zeus Fitness within 7 days of the "Delivered" status (an industry-standard timeline for non-delivery disputes). Provide any relevant details (e.g., delivery location, security footage). Zeus Fitness will investigate using carrier records and our dispatch documentation, but failure to report within 7 days may limit resolution options.

• • • For missing or incomplete shipments, claims must be reported within 30 days of delivery or the "Delivered" status. Claims reported after 30 days will not be eligible for review or compensation, as this exceeds standard carrier and industry claim windows.

• • Filing Carrier Claims:

When damages or losses are attributed to the carrier, you must initiate a claim directly with the carrier within their specified timeframe (typically 60 days). Zeus Fitness will provide guidance and documentation to streamline the process but cannot file claims on your behalf or assume liability for carrier-related issues. Failure to file a timely claim with the carrier may result in denial of compensation, and Zeus Fitness will not be responsible for unclaimed losses.

• • Providing Accurate Information:

All claims must include accurate and complete details, including order number, tracking information, and evidence of damage or loss. Incomplete or fraudulent claims (e.g., misrepresenting carrier damage as Zeus Fitness’s fault) will be denied, and Zeus Fitness reserves the right to pursue legal recourse if intentional misuse is detected.

Closing Loopholes

To protect both our customers and Zeus Fitness, we’ve implemented the following safeguards: 

• Mandatory Documentation:

Claims without timestamped photos, detailed descriptions, or proof of carrier notification within the specified timelines will be considered invalid. This prevents vague or unsubstantiated complaints.

• Investigation Process:

Zeus Fitness conducts thorough investigations using photographic evidence, weight records, and carrier data to determine fault. Customers attempting to falsely attribute carrier damage to Zeus Fitness will be identified through this process, and such claims will be denied.

• Carrier Claim Enforcement:

By requiring customers to file claims with carriers for transit-related issues, Zeus Fitness avoids absorbing costs for third-party negligence. Our documentation ensures customers have the evidence needed to succeed in carrier claims.

• Time Limits:

Strict adherence to industry-standard timelines (48 hours for damage, 7 days for non-delivery, 30 days for missing items, 60 days for carrier claims) prevents delayed or retroactive claims that could exploit Zeus Fitness after evidence is lost or carrier deadlines lapse.

• Fraud Prevention:

The policy explicitly warns against fraudulent claims, deterring customers from misrepresenting issues to seek unwarranted refunds or replacements.

Our Commitment to You

We know that receiving a damaged or lost package can be disappointing, and we’re here to make it right. With decades of logistics expertise, our team is equipped to resolve issues with professionalism, transparency, and care. Whether the issue stems from our operations or a third-party carrier, we’ll provide the support you need to achieve a fair outcome. To ensure efficiency and fairness, we ask that you adhere to the responsibilities outlined above. This allows us to address genuine issues promptly while maintaining accountability for all parties.  
For any shipping-related concerns, including claims or assistance with carrier disputes, contact our logistics team at logistics@zeusfitness.ca or through our website’s contact form. At Zeus Fitness, your satisfaction is our priority, and we’re committed to delivering an exceptional experience.

Need assistance?
For all shipping-related inquiries, reach us at logistics@zeusfitness.ca.