FAQ

Ordering:

Which forms of payment are accepted?
We accept the following forms of payment:

• Cash (In Store only)
• Visa & Visa Debit Cards (In Store & Online)
• Mastercard (In Store & Online)
• EFTPOS (In Store only)
• GE Creditline and GEM Visa (In Store & Online (GEM VISA only for Online))
• Direct Debit (In Store only) *Please note the funds must have cleared BEFORE collection of the goods.

Who is your finance provider?
LA Fitness provides the following finance options. LA Fitness offers interest free terms for some purchases. The fastest way is to come in store and fill out the paperwork on site. For more information please contact us on 0800 452 348.

GE Money – www.gemoney.co.nz 
GE Creditline and GEM Visa

If I purchase an item but it is not what I expected can I return it?
With LA Fitness you have a 7 Day Money Back Guarantee. More. 

How do I cancel or amend my order?
If for any reason you need to cancel or change your order, please do not email us but instead call our Customer Care team toll-free on 0800 452 348 as soon as possible. Our system is designed to fill orders and get them on their way to you as quickly as possible, so the sooner we hear from you, the better!

If my order is a gift for someone else, can it be delivered directly to them?
Yes, you will be able to enter the address to which the gift needs to be delivered within the check-out process.

Can my order be delivered to a PO Box?
No, we are unable to deliver to a PO Box. We are committed to making sure every order reaches the right person in a timely fashion. We only deliver to your home or work, where someone can sign for the delivery.

How long will it take for my order to be delivered?
We strive to deliver all orders within 2-5 working days (excluding holiday periods, and public holidays). A track and trace is available once the item leaves our warehouse. You will receive and order confirmation and tracking number once the goods have been dispatched.

Can I collect my order from a store?
Orders can only be collected from our Petone store at 56 Hutt Rd Petone. Mon - Fri 9.00am-5.30pm and Saturday 10.00am-4pm. You will need to contact our customer service team on 0800 452 348 to arrange this.

Do you deliver overseas?
No, we cannot deliver overseas. However, you can order from overseas and have the item delivered to a New Zealand address.

Can I have my items installed?
Items can be installed only in the Wellington region. Installation costs may apply. Please call 0800 452 348 for further information.

Who will deliver my order?
Deliveries are currently made by Toll Transport, a third party freight company and sometimes our own delivery staff. The delivery method used is dependent on your delivery location and the size of the items ordered. Please contact our customer service team on 0800 452 348 for more information.

My item hasn't arrived yet in the above time frame?
We strive to deliver all orders within 2-5 working days. If for any reason your goods have not arrived within this time please contact us on 0800 452 348 so that we can investigate what has happened.

My item is showing as delivered when I do a track and trace but I didn't sign for it?
This will happen under two circumstances. If the item has been handed over to another courier company who delivers to remote areas that Toll doesn't use or if the customer has put specific instructions for the item to be left unattended at their risk. Should you feel someone else has signed for it that is not authorised, please contact us on 0800 452 348 and we will be able to investigate and let you know what to do. 

Can I get an item shipped to another address to save on freight costs? 
You sure can! Let us know the suburb and we can check the costs for you. Or call us on 0800 452 348 to confirm. We can use the freight calculator from our supplier to confirm for you.

Does someone have to be home to receive delivery of my order?
Yes all deliveries need to be signed for. Items are sent via signature required Courier, and if there is no one available to sign for the delivery a card will be left to inform you of the non-delivery and the Courier Company contact details. You can arrange to have the goods delivered without a signature by informing us in the notes of your order. Please note any request to leave an item at the delivery address unsigned for is at the customers risk and at the discrepancy of the freight company.

Can I pay for my online purchase by any way other than credit card?
Sorry but you cannot pay for an online order other than via a valid credit or debit card. The alternative is to call our customer service team on 0800 452 348 and please your order over the phone where we can email you an invoice with our bank account details. Please note goods will be shipped once payment is received. This may add a couple of days to delivery. 

Can I order over the phone?
Yes, we have a team ready to take your order. 
Our hours are 9am - 5.30 pm, Monday – Friday and Saturday 10am-4pm.
To place a phone order, please contact us on 0800 452 348. Please make sure you have your credit card & delivery details ready.

You are also able to make a purchase online 24/7, by selecting the product you want and then adding it to the 'shopping cart'. When making an online purchase LA Fitness uses DPS secure Gateway to keep your information safe.

DPS have a dedicated and purpose built development and data centre, specially designed for payments processing. DPS have invested and continue to re-invest in state of the art, bank grade security and infrastructure. DPS are fully certified as Visa AIS and MasterCard SDP (PCI-DSS) compliant at processor level; using an approved QSA for quarterly scans on systems and full onsite audits, annually. All sensitive information is encrypted with the 3DES protocol, with Atalla Network Security Processors. For more information on these standards please go to http://www.visa-asia.com/secured or http://sdp.mastercardintl.com.

Do I need my own tools to assemble the machines?
All LA Fitness machines come with all the required tools for assembly.

Is assembly difficult?
The majority of machines are 90% preassembled in the box. It is important to follow the instructions included in the manual. In general, the Treadmills and Rowers are approximately 15-20mins, the Exercycles and Corsstrainers are slightly more time consuming, 30-45 mins.

Machine:

Where can I get a Manual for my machine if I have lost the original?
Manuals, which include maintenance tips, consoles instructions and guides for using your machine can be found here.

What maintenance should I be doing to my machine?
By performing routine maintenance on your equipment you can prolong the life as well as prevent any major issues from occurring.

Please see the below links for handy information on how to maintain/service your equipment as well as error code explanations should they occur. If for any reason you are unsure and think the issue cannot be resolved by following these instructions please contact our customer service team on 0800 452 348 or service@lafitness.co.nz

For more information please see our Services - Repairs & Maintenance page.

What if I think I have a warranty issue?
LA Fitness warranty policy covers any fault, defect or failure occurring as a result of the manufacturing process.
The warranty covers manufacturing defects only. It does not cover any faults caused by lack of maintenance, misuse, incorrect assembly or normal wear and tear.
Our 1 Year Parts & 1 Year Full Labour warranty only applies to purchases of new machines and not second hand/ex hire machines.

Full information on our product warranty can be found here.

Am I responsible for getting the equipment back to you if a fault occurs?
No you are not, with a LA Fitness warranty we will come to you, if for any reason it does need to come back and it is in the 1st year of purchase all costs associated with getting it to us is our responsibility.

Outside of the 1st year you are responsible for any costs involved in getting it to us.

Check out our Warranty and Full Terms & Conditions for more information.