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Frequently Asked Questions

1: How do I obtain my product warranty service?

Fill out our simple Product Registration Form

Alternatively, you can open a ticket to register your product through our Support Center.

2: Do your products require assembly?
Yes, virtually all products on MarcyPro.com require assembly with very few exceptions. You can follow the simple step-by-step instruction manual that was provided with your product. Some basic tools may be required to assemble your product. MarcyPro.com does not provide a technician to assemble products. To download your specific Owners Manual or Assembly Manual, see the Product Manual Page.


3: Where do you ship?
We only ship within the Contiguous United States (we do not ship to Hawaii, Alaska, military bases, and U.S. territories / Possessions) 


4: My Stepper Pedals won't come up, how can I fix this?
To remedy this, simply lift both pedals to the up position. Locate the cable that connects one pedal to the other pedal. The cable should be placed around the pulley and properly seated into the pulley groove. Once the cable is in place, push one of the pedals down. This will readjust the cable and allow your stepper to function properly.

5: How do I adjust the cable tension or slack on my Home Gym?
Most Home Gyms have an adjustable Double Floating Pulley Bracket within the cable routing of the workout machine. You will need to identify this part on your assembly manual as it may vary from one machine to the next. Re-position the lower pulley on the Double Floating Pulley Bracket by moving the pulley up or down. To increase cable tension, move the lower pulley up to the next vacant hole position. To add more slack to the cable, move the lower pulley down to the next vacant hole position.

For further assistance, please call our Customer Service Department at at 1-800-999-8899, Monday through Friday, 9:00am – 5:00 pm, PST. Please have your model number ready.

6: How do I Request a Missing / Damaged Part?

If you would like to order replacement parts for your product, contact our Customer Service Department at 1-800-999-8899, Monday through Friday, 9:00am – 5:00pm, PST or open a ticket on our Support Page. Please have your model number, part number and qty of the part needed in hand.

Please allow 5-10 business days for processing and delivery of in stock parts.

Please allow about 6 weeks for out of stock parts to be manufactured and shipped

7: Where can I find a Digital Version of my Owner's and Assembly Manuals
Owner and Assembly manuals can be downloaded by visiting our Product Manual Page. If you are unable to locate your model from our selection, please contact our customer service dept. and they will be happy to assist.

8: I have allergic reactions to Latex products. Do your products use a Latex material on their seat pads?
No, all the seats on our Home Gyms and Weight Benches are constructed from high-density foam rubber and top grade vinyl.

9. Is there a guide for removing the crank of your Stationary Bikes?

For instructions on how to use the crank remover tool please download the guide: Crank Remover Guide . Additionally we have produced a video illustrating the removal process for using our crank remover. Please visit this link: Pedal Removal Instructional Video

10. What are the details regarding your 2-year limited warranty?

Find the details for the manufacturer's 2-year limited warranty at the bottom of this page.  

11. Why do competitors have cheaper pricing from time to time on other channels if you are the manufacturer of this product?

As the manufacturer, we maintain MSRP on our website. However, if you subscribe to the MarcyPro.com Newsletter, you will receive exclusive discount offers and promotion codes via E-mail.

 

IMPEX® INC. Manufactured Products Limited Warranty

IMPEX Inc. ("IMPEX® ") warrants it's products to be free from defects in workmanship and material, under normal use and service conditions, for a period of two years on the Frame from the date of purchase. This warranty extends only to the original purchaser. IMPEX's obligation under this Warranty is limited to replacing or repairing, at IMPEX's option.

All returns must be pre-authorized by IMPEX. Pre-authorization may be obtained by calling IMPEX Customer Service Department at 1-800-999-8899. All freights for products return to IMPEX must be prepaid by the customer. This warranty does not extend to any product or damage to a product caused by or attributable to freight damage, abuse, misuse, improper or abnormal usage or repairs not provided by an IMPEX authorized service center or for products used for commercial or rental purposes. No other warranty beyond that specifically set forth above is authorized by IMPEX

IMPEX is not responsible or liable for indirect, special or consequential damages arising out of or in connection with the use or performance of the product or other damages with respect to any economic loss, loss of property, loss of revenues or profits, loss of enjoyments or use, costs of removal, installation or other consequential damages or whatsoever natures. Some states do not allow the exclusion or limitation of incidental or consequential damages. Accordingly, the above limitation may not apply to you.

The warranty extended hereunder is in lieu of any and all other warranties and any implied warranties of merchantability or fitness for a particular purpose is limited in its scope and duration to the terms set forth herein. Some states do not allow limitations on how long an implied warranty lasts. Accordingly, the above limitation may not apply to you.

This warranty gives you specific legal right. You may also have other rights which vary from state to state. Register your product online at www.impex-fitness.com or www.marcypro.com

IMPEX® INC.
2801 S. Towne Ave.
Pomona, CA 91766

ORDERING REPLACEMENT PARTS

Replacement parts can be ordered by calling our Customer Service Department toll-free at 1-800-999-8899 during our regular business hours: Monday through Friday, 9 am until 5 pm Pacific standard time. Or, by going online to open a support ticket at https://www.marcypro.com/support

When ordering replacement part, always give the following information:

1. Model
2. Description of Parts
3. Part Number
4. Date of Purchase