Common Questions

Q. How do I know if you have an item in stock.

A. Our website provides stock status bars for all of our available inventory. If an item is in stock you will see the quantity we have on hand as a positive number. If an item is displayed like this ( - "quantity") this means the item is available for PRE-ORDER and that we are NEGATIVE inventory therefore you will be placed in queue for said item and can expect to receive it when that number is either equal to or greater than zero. If you have ordered an item that was at a PRE-ORDER state and you now see that it is positive we have just received stock and your items will be shipped in approximately 5-7 days.

 

Q. I placed a PRE-ORDER and would like an order update.

A. At this time we do NOT have PRE-ORDER ETAs unless otherwise listed on our PRE-ORDER page. As a result of the volume in fitness and leisure sales over the last 12 months suppliers are working hard to catch up and restock on inventory. If you already have an order in with us your order is not lost or forgotten, we use a robust system to keep track of all PRE-ORDERS big or small. Once the stock is received from our supplier our system flags items that must be allocated to clients with orders already in queue. After items are allocated from the received stock we notify you with a text or email.

 

Q. How do I place an order for pick up at the Mississauga store?

A. Curbside order fulfilment is still in effect, all items must be purchased online. We do not accept phone orders or onsite purchases. Find the product on our site, enter the quantity of items you wish to purchase, click add to cart and proceed to checkout following the online prompts. At the shipping method stage choose PICK UP. Once an order is received for stock items it will be prepared by our team TYPICALLY in 24 hours. Once the order is ready for pick up we will send you a notification to your email or send a text with the pick up instructions. Please check your junk/spam folder or search your account for XTC Fitness and add us as a contact so you don't miss any order updates.

 

Q. Why aren't PRE-ORDER updates available?

A. PRE-ORDER updates are not available unless otherwise listed on the PRE-ORDER page for the following reasons. When you make a purchase for a PRE-ORDER item your order is received by XTC Fitness and placed in OUR queue for the specific item(s) that are on backorder, we then place our Purchase Order(s) with our suppliers many of which remain extremely busy and our Purchase Order is set in queue within the supplier's system. Due to the demand these PRE-ORDER items must be manufactured by our suppliers. With demand still extremely high and many workplaces operating below max capacity with COVID protocols along with volatility in both cost & availability in raw material as well as shipping delays at Ports for said materials, production times are unpredictable and not being provided by the suppliers. As the situation improves our updates for PRE-ORDER stock will go live on the PRE-ORDER page and often announced on our Instagram social media. Personalized updates are not available as these take us away from the most critical aspect of customer service and that is getting the next order in line (stock or recently received pre-order goods) out the door. PLEASE AVOID CALLING/EMAILING FOR ORDER UPDATES. If it is not listed on the PRE-ORDER page then it is information we do not have available yet.

 

Q. Why aren't PRE-ORDER items eligible for refund?

A. Once a PRE-ORDER is placed we process your order and facilitate the production of your item with our supplier via Purchase Order and payment to obtain our place in queue with the supplier. The current demand for equipment and the over 5000 different items we sell provides for endless possibilities of order combinations both in type and quantity that EXCEED our regular business operation. Our time and our suppliers time is valuable, by placing the order with us we commit to the goods specific to your order as do our suppliers. This means work is being done to get you and the rest of those in queues orders completed, this is labor and time that is dedicated to making your item a reality even if "it's just a dumbbell" the time spent to make that item takes an employee away from making the next person in line order. Yes it is likely that eventually someone may want the same combination of goods