HAJEX (“we” and “us”) is the operator of (https://hajexfitness.com) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service. This policy is applicable both domestically and Internationally including USA, Canada, etc.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time, there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Canada: Free Shipping if order total meets the threshold to most of Canada.

USA: Free Shipping if order total meets the threshold to most States of USA.

(Note: If the actual shipping cost is higher than the amount received from the client or if the amount of shipping is above 20% of the value of the product if eligible for Free Shipping then the client must pay the difference. The shipping is totally dependent on delivery location, type of location whether residential or commercial with loading dock and size/weight of the items delivered, etc.). Our Dispatch Team will contact you if we fail to find a carrier who can deliver with in our budget per order. 

3. Returns

3.1 Return Due to Change of Mind (Customer Remorse)

HAJEX will happily accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of the item and is returned to us in the original packaging, unused, and in resellable condition.

We can provide you a prepaid return shipping label. This return label amount will be deducted from the original refund amount.

Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. HAJEX will refund the value of the goods returned but will NOT refund the value of any shipping paid.

Incase a customer does not accept the shipment during the given period and shipment gets returned back to us there will be re-charge to ship to customer again or a refund can be requested after deduction of the shipping costs of both ways as well as 20% of the product cost. It is customer’s responsibility to communicate with carrier using the tracking code provided and report immediately of any change i.e. address change, availability, etc. Incase an item gets lost after delivery, we shall not be responsible. Customer has to dispute with the carrier directly. 

3.2 Warranty Returns

HAJEX will happily honor any valid warranty claims, provided a claim is submitted within 30 days of receipt of items. We can also provide you a prepaid return shipping label.

Upon return receipt of items for a warranty claim, you can expect HAJEX to process your warranty claim within 7 days.

Once the warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method approved amount

(b) a refund in-store credit

(c) a replacement item sent to you (if stock is available and if the shipping cost is with in the policy defined upto 20% of the maximum order keeping the total shipping cost at maximum 20% including multiple shipments)

To return your product, you should mail your product to: 5887 ch St Francois, St Laurent, Montreal, QC, Canada, H4S1B6.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. Please note there is a 3 to 5% tolerance level we exercise in manufacturing defect claims i.e. if a product is slightly scratched then it will not be covered by warranty since it does not affect the purpose of the product when it comes to use. Often Dumbbells, Weight Plates, Benches, etc. get very little cuts or cosmetic imperfections which could occur during mass production, transportation and handling of the product which is why it would not be possible for us to cover them under warranty and neither we have any coverage on those from the manufacturing facilities. Please also note regardless if you wish to exchange we will make a decision on basis of stock available however the shipping cost for both ways will be responsibility of the client. The final decision will be ours whether the product is cancelled for a refund or accepted for replacement. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

4. Delivery Terms

4.1 Transit, Handling & Order Cut off Time Domestically

In general, domestic shipments are in transit for 1 – 5 days (Monday to Friday). National Order cut off time will be 3:00 pm Eastern Standard Time (Toronto). Domestic order handling time is same business day (Monday to Friday). Delay may occur depending on stock and delivery location.

4.2 Transit, Handling & Order Cut off Time Internationally

Generally, orders shipped internationally are in transit for 2 – 7 days (Monday to Friday). This varies greatly depending on the courier you have selected. International Order cut off time will be 3:00 pm Eastern Standard Time (Toronto). International order handling time is 1 – 2 business days.  Delay may occur depending on stock and delivery location.

4.4 Change Of Delivery Address

Orders placed before 3:00pm will be dispatched the same day, otherwise, within the next business day both domestically and Internationally.

Our warehouse operates on Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

For a change of delivery address request, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

HAJEX will ship to P.O. box addresses.

4.6 Military Address Shipping

We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

4.7 Items Out Of Stock

If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.

4.8 Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

4.9 Price Match

The price match is contingent on multiple factors i.e. the product has to be same, the product supplier or seller must be recognized amongst known and legible businesses in the industry with a website available at-least 3 years with listing page at-least 1 year of lifespan. Self pick up has to be around one of our warehouses and the product has to be available as well in that particular store i.e. for a pick up price match the price has to match the pick up and the competitor has to be closely located i.e. with in 15-45 minutes of drive away i.e. price matches for self pick up do not apply if the distance is over 50km between both locations client is comparing.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged in Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. We need to be informed with in 24 hours of reception of the packages if they are damaged or the content of the packages is found damaged, replaced, incomplete, etc. Please note that most courier companies require you to keep the packages with you for upto 60 days while they complete their investigation. If the parcel has been delivered without you being present, please contact customer service with next steps. We may be able to provide you with a free downloadable return label that you can print to return the goods back to our address given to you by our returns department. Once the case is escalated & claim is confirmed, you will receive the choice of:

(a) refund to your payment method (approve amount)

(b) a refund in-store credit

(c) a replacement item sent to you (if stock is available)

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Customer will not pay for return shipping nor there will be any deduction in case of loss of parcel during transit period if they have paid for insurance. Please contact us for insurance at support@hajex.com

7. Duties & Taxes

7.1 Sales Tax

Sales tax will be applicable to the price of the goods as displayed on the website as per the destination of delivery chosen at checkout.

7.2 Import Duties & Taxes

Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by the customer upon arrival in the destination country in most scenarios. However, please do check with your Border Services to avoid unpleasant surprises.

8. Cancellations & Fees

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy. 

Any processing fees paid or charged by the processing platform i.e. Credit/Debit are non refundable. Please note that we offer discount on other form of transactions and each payment method has its own perks. Choose wisely as some fees are non refundable by default from payment providers such as Stripe who does not refund fee if for any reason a transaction is cancelled.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost. HAJEX will cover the costs approved by carier in full and pass it to customer. 

10. Shipping or Transportation related Delay

Incase of delay in logistics from Port, Intermodal, etc. HAJEX would not be responsible where it is not under our control. A common example is National Holidays leading to delay in deliveries. Please also note that sometimes there may be a part of the bundle or order may be missing or not delivered and in that case clients can contact us to check if there is a possibility to do cancellation on the pending items or if they can be shipped at later date. In the case of cancellation for refund please make sure the shipping cost is also considered because if the order total is under “Free Shipping” threshold then we have to recalculate the total cost or you can discuss with CSR to replace the items with other products possible with in the size and weight tier to avoid having to pay shipping fee if you have “Free Shipping” applied on original order. 

11. Customer service

For all customer service inquiries, please email us at support@hajexfitness.com or support@hajex.com

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