FREQUENTLY ASKED QUESTIONS

2-YEAR LIMITED WARRANTY

Details regarding your warranty

IMPEX® INC. Manufactured Products Limited 2-Year 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 of a new product purchased from an IMPEX authorized retailer/distributor . 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 or opening a ticket at https://marcypro.freshdesk.com/support/tickets/new. All freights for products returned 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.
  • Products used for commercial or rental purposes.
  • Products purchased from auctions, liquidation sales, resale by third parties, unauthorized dealers, or any purchase described as “as-is.”
  • Products that are incomplete, previously used, reconditioned, refurbished, or sold without original packaging and documentation.
  • Products for which the purchaser cannot provide a valid dated proof of purchase from an IMPEX authorized retailer.


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 online at www.marcypro.com

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

GENERAL

How do I Request a Missing / Damaged Part?

To order replacement parts, please click PARTS at the top of our homepage.

- For parts under warranty, submit your request here.
- For non-warranty parts, click the link here.

Our trained experts are ready to assist you. You’ll receive a response within 1–2 business days after submitting your request for parts under warranty.

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 department via ticket system and they will be happy to assist

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.

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.

Do Marcy products require lubrication / grease?

Adding oil based or silicone based lubricant to cables and all moving parts of our smith machines / home gyms will ensure a longer lifetime for those parts.

ORDERS

Updating an Order, Cancelling Orders, Missing Part, Order Issues, & Order Status

For any issues with your order - Please reach out to us via Live Chat on the lower right message box, via ticket system ( marcypro.com/support ) or via message if you have a Marcypro.com account. Issues include:

Updating a Shipping Address
Updating a Phone Number
General Order Questions

Order Status – If you created a Marcypro.com account, please log in to see your order status. Otherwise, please reach out to us via Live Chat during business hours to receive an update.

Canceling an order – If the order is in transit or the order is cancelled due to buyer’s remorse (which includes “does not fit,”) we charge a 15% restocking fee and the cost of shipping both ways.

To start your cancellation, please reach out to us via live chat, via ticket at marcypro.com/support, or via message if you have a Marcypro.com account.

Missing Part With 2 year-Warranty – If a part is missing from your order, the quickest way to receive a free replacement under warranty is to complete the form in the link below: https://www.marcypro.com/replacement-parts-request

Please allow 1 - 2 business days for a representative to respond.

Missing Part Not under Warranty - If you are not under warranty, please request your part at https://marcypro.freshdesk.com/support/tickets/new and a customer service representative will reach out to you with availability / pricing.

When will an item Restock? Can I be notified? Can I Pre-Order?

When will an item restock? – Restock dates vary heavily from item to item. To see if we have a restock window for an item, please reach out to us via Live Chat.

Can I be notified when an item restock? – Please reach out to us via live chat with your e-mail and the model number you are interested in to be added to an in-stock notification list.

Can I Pre-Order an Item? – Please accept our sincerest apologies, we are currently unable to accept pre-orders. We apologize for any inconvenience this may cause.

When will my Order Ship? How does the Shipping Process work?

Orders Shipped Via UPS / FedEx / USPS

Only Received one box for a multi-box shipment - If you ordered multiple items shipped via UPS, please enter your tracking number at UPS.com . Once you've tracked it, scroll down to the bottom of the results page to find any additional tracking numbers linked to your shipment.

Please note, models shipping in multiple boxes may arrive on separate dates.

UPS Tracking Status is “Damaged” or “Issue Reported” – If you notice this issue, please contact us directly — we’ll be happy to reach out to UPS on your behalf. Getting in touch with our team first helps us quickly identify and resolve any problems with your order.

How do I track my order? – Once your order has been shipped, you’ll automatically receive an email with your tracking number and a direct link to your carrier’s tracking page.

Orders Shipped via LTL Freight Carrier

Does my order ship freight? – Our large items are shipped via LTL freight carriers. Once your order has been collected, you'll receive an email with the tracking number and a direct link to the carrier’s tracking page.

Anything other than UPS, FedEx, or USPS ships via LTL Freight Carrier and will be delivered curbside on a pallet.

Missing Box – If a box is missing from your LTL freight order, please reach out to us via Live Chat, via ticket system (marcypro.com/support) or via message if you have a Marcypro.com account.
Often, the box is just left behind at your local terminal and we can contact the freight company to retrieve it quickly.

My freight order has an estimated delivery date – Freight orders will not be delivered until the freight carrier contacts you to arrange a delivery appointment. The estimated delivery date shown on freight tracking websites refers to when the shipment is expected to arrive at your local freight terminal — not your final delivery address.

How do I track my order? – Once your order has been dispatched, our system will automatically send an email with your tracking number and a direct link to your carrier’s tracking page.

Do you Offer Assembly? How do I Register / Activate my Warranty?

Does MarcyPro offer assembly? – We truly apologize for any inconvenience, but setup and assembly services are not included with our products.

If you choose to hire a third party for assembly, please wait until your item has been delivered before scheduling the service to avoid any potential timing issues.

Register / Activate Warranty – To activate your 2-year limited warranty and register your product, please click on the following link and complete the registration form: https://www.marcypro.com/product-registration

Can't see the form? Try turning off your ad blocker or using an alternative web browser.

I purchased an item that is now out of stock, will my order still ship?

I purchased an item that is now out of stock, will my order still ship? – If you've already placed an order and received an order number, the out-of-stock notification doesn't apply to you.

The out-of-stock message on product pages only affects customers who haven't yet made a purchase.

Problems Checking Out on MarcyPro.com

I Purchased an Item, but did not Receive an Order Number
If you placed an order but haven't received an order number via email, it's possible that the transaction didn't go through, and the charge you see is just a hold.

In this case, we recommend contacting us through Live Chat during business hours to confirm whether the purchase has been processed in our system.

I had an item in my cart but could not complete checkout, how do I pay for the item in my cart?
We apologize for the inconvenience, but for security purposes, we cannot guarantee the availability of items in your cart. An item will only be secured once the checkout process is complete.

The website is not allowing me to complete checkout
When this occurs, the website should provide the reason for not completing the transaction.

Please reach out via Live Chat during business hours with the reason provided by the website and they will be happy to help

Is Price Matching Available? How Can I find out about Upcoming Promotions?

Is price matching available?
We sincerely apologize, but we do not offer price matching.

How can I find out about any upcoming sales on Marcypro.com?
Sign up for the MarcyPro.com newsletter and receive updates on future promotions, fitness tips, and more.

Do you ship to my Country?

For item orders, We only offer shipping within the contiguous United States, excluding Hawaii, Alaska, Military Bases, and U.S. territories/possessions. We do not provide international shipping.

For parts orders, We offer shipping to Mexico and Canada when the order is placed through our ticket system
( marcypro.com/support ).

HOME GYM AND SMITH MACHINE TROUBLESHOOTING

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 additional assistance, please reach out to our customer service team via ticket system: marcypro.com/support

What is the small pin and lock used for? (Select Stack Home Gym Models)

The supplied locking pin and combination lock are used to securely fix the weight plates in position on our stack home gym system. (Refer to the image below.)

EXERCISE BIKE TROUBLESHOOTING

How do you connect the tension cables together on my exercise bike?

Please click the link below for instructions on connecting the upper tension wire to the lower tension wire: Tension Cable Instructional Video

Is there a guide for removing the crank from your Stationary Bikes?

Please download the guide for detailed instructions on using the crank remover tool:  Crank Removal Guide.

We’ve also created a video demonstration of the removal process to complement our Crank Removal Guide. You can check it out here:   Pedal Removal Instructional Video

How do I select a mode on my bike?

For most models, press the mode button repeatedly until you reach the desired mode.
Once selected, press the set button to confirm your choice.

How do I install the pedals on my bike?

For most pedal assemblies, the right pedal features a standard right-hand thread and should be installed by rotating it clockwise onto the crank arm. The left pedal uses a reverse (left-hand) thread and is installed by rotating it counter-clockwise.

The Tension cable for my bike is too short, how do I connect it?

Firmly pull upward on the cable until it releases and rests on the bracket. Don’t worry — the tension cable is extremely durable and won’t be damaged. While the computer will still function, the bike won’t provide any resistance if the tension cables aren’t properly connected.

Please remove the zip tie or rubber band from parts 11 and 12 with care.

How do I reduce the tension on my bike?

Detach the front post (Part #4) from the main frame.

On the lower tension cable, rotate the nut downward. (The nut is located directly beneath the L-shaped connector.) Ensure the L-shaped connector sits flush against the nut.

*Please refer to the image below.