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.

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.