FAQ
Answers to most common questions about products, orders, shipments, and payments.
There is information available on our Safety & Care page
Please check all your order details carefully before processing your order. In most cases once an order has been shipped the delivery address cannot be changed.
Tracking information will be emailed to you when your order ships. You will be able to follow this tracking information on the carrier’s website and access your estimated delivery date.
All orders are made with Authority to Leave. If the delivery driver did not find a safe place to leave your parcel in your absence, it will be dropped off at the nearest carrier depot. If you missed a delivery, please call the carrier customer service to arrange a redelivery, redirection or collection.
We estimate 2-10 business days from order to delivery. This can depend on location and weather conditions.
Contact the carrier to investigate and email info.ca@ptptfit.com with your order confirmation number and we will also contact the carrier on your behalf.
Shipping costs can vary based on the size and weight of your package, as well as the delivery location.
When you spend $75 or more, free standard shipping is automatically applied during checkout. Orders below $75 are charged a flat delivery rate of $8 within Canada. The following products are bulky items and have a shipping cost of $25. They are not eligible for free shipping: CORE DOME, SPINAL ARCH, PULL UP PRO, RESISTANCE PLATFORM, RESISTANCE PLATFORM SYSTEM, XGRAVT COLLECTION, AQUACORE 15KG, AQUACORE 25KG.
We accept both Visa, MasterCard, Apple Pay, Google pay, Shop Pay etc.
Unfortunately, payments cannot be split between multiple credit cards. This means you must complete your transaction using a single card. Please note that PTPFit.ca does not accept purchase orders, cash, cheques, or money orders as payment methods.We strive to provide a smooth and secure payment process for our customers. If you encounter any issues, please do not hesitate to contact our customer service for assistance.
We cannot accept exchanges for change of mind. Please make sure you select your product(s) carefully.
Please contact us immediately at info.ca@ptpfit.com; we may be able to cancel your order if it has not been packed/shipped yet.
Please contact us at info.ca@ptpfit.com within 30 days of the date recorded on the online order receipt and indicate your personal details, invoice number and product, along with the reason why you believe the product is faulty. We will exchange a faulty/defective product if it is found there was a production error. This does not apply where a defect has been caused by careless or improper handling, non-adherence to operating instructions, improper installation, other abuse or misuse caused by the Customer or a third party or by fair wear and tear.