Frequently Asked Questions
The following are answers to some of the most common questions that we receive. If you can’t find the answers you are looking for, feel free to contact us.
Who makes your products?
We do virtually everything by ourselves from the conception of an idea to actually making and finishing the product, everything is done in-house. We outsource a few specific operations to select craftsmen that we are sure we can trust.
Do your products require assembly or installation?
Our products are largely made using traditional wood joinery techniques, meaning that wooden parts are glued together for aesthetics and durability. Some products require minimal assembly, for example sides and rungs for our wall bars come separately and need to be assembled by the customer. Some products require fixing them to a wall.
What is the weight limit for your products?
Our products have a load limit of 110 kg (240 lbs). This includes user weight and anything that they have on them (e.g. extra weights). We do static load tests with much higher loads, however, since most exercises are dynamic in their nature, they generate bigger forces and user weight must be limited for their own safety.
Can products be customized?
Standard items available for retail sale from our stock cannot be customized. We may, however, consider customization requests from professional buyers purchasing in bulk.
What happens after I place my order?
After we receive your order, we send you an order confirmation email and start processing the order shortly. It usually takes us 1-2 business days to pick the required items from our inventory, double-check them, pack them for safe transportation and schedule a pick up by our logistics partners. After we make sure that all the items that you ordered are ready to be sent out, we capture the payment from your credit card and issue you an invoice. We also update order details with the tracking number so you can track the delivery.
Can I change my order?
You can change your order at any time before it leaves our workshop. If all items are in stock, this usually happens within 2 business days, so if you would like to make any changes to your order, please get in touch with us without delay.
How do I buy in bulk?
If you are a professional buyer and would like to buy in bulk, please contact us. We may offer you our project management services, more convenient shipping options etc.
How can I pay for my order?
We accept all major credit/debit cards directly through the checkout page of this shop. If you would like to make a bank transfer instead, please contact us.
Is it safe to provide my credit card details?
We never get hold of your card details, do not store them and don’t have access to them. All payments are handled by Stripe, an established online payments solutions provider. Payment data from the checkout form is sent directly to their servers over an encrypted secure connection and never touches our servers.
We are a VAT registered EU entity. Can we buy VAT free?
Yes. Business customers possessing a valid EU VAT number can buy VAT free. If this is your case, please contact us.
Will I get an invoice for my records?
Yes, all customers are issued a VAT invoice upon shipping of their order.
Can I request a quote or proforma invoice?
If you need a quote or a proforma invoice before payment, please contact us.
What is the delivery time?
We will prepare your order for shipping within 2 business days for items in stock and within 4-6 weeks for items out of stock. You can check if a product is in stock by going to individual product page and selecting the desired options. Delivery time depends on the destination. For rough delivery estimates, please check this page.
How much does shipping cost?
We offer free express worldwide shipping for all our products.
What countries do you ship to?
We can deliver our products to almost any country in the world, however, not all countries have predefined shipping costs in our system. If you see a “no shipping options available” notice on the checkout page, please get in touch with us for a shipping estimate.
Will there be any customs duties?
We are based within the European Union so all EU customers enjoy hassle-free delivery with no customs procedures involved. Customers from outside the EU will most likely have customs involved and will need to pay local customs duties and/or other charges. We have no influence over foreign customs regulations and no knowledge of them so this is the responsibility solely for our customers. The HS code (customs tariff number) for our products is 9506 91 90.
How are the products packaged for delivery?
Some products ship in carton boxes while others ship in wooden crates. We choose the most suitable packaging for each product to reduce chances of accidental damage during transportation.
How do I track my order?
You can track your order by clicking on a link in your order confirmation email or by going to the Track Your Order page and providing order details.
Can I return my order?
In most cases you can cancel your order and return products to us within 14 days from the day they were delivered. Return shipping costs must be covered by the customer. For more information, please see our Returns page.
How do I care for your products?
Our products are made mostly from natural materials – solid wood, genuine leather and brass. Unlike synthetic alternatives, these materials usually require more maintenance. Please click here for our care and maintenance guide.
What is the warranty?
Since we are making everything by ourselves and have confidence in our products, we offer 10 year warranty for materials and craftsmanship for all our products. Please refer to the Warranty page for warranty terms. If you experience any problems with your products, please get in touch with us to discuss whether or not this is covered by our warranty.
Do you offer repair services?
If after use your product gets damaged or develops a defect that is not covered under our warranty, we may be able to repair it for you. If you have any problems with any of our products, please contact us to discuss.