Can I buy parts directly or do I need to contact support?Updated a month ago

Quick Answer

Currently, CENTR does not have a self-service online store for replacement parts. You must contact support at [email protected] to order all replacement parts. This process ensures you receive the correct part for your specific equipment model and allows support to verify warranty coverage before processing your order.

Why Contact Support is Required

CENTR requires you to contact support for replacement part orders for several important reasons:

1. Part Compatibility Verification

CENTR equipment includes many different models with model-specific parts:

FT1, FT2, FTX (Functional Trainers)
M2, M3, M5 (Multi-Gym Systems)
SCS, SCS202 (Smith Cable Systems)
SF3.2 (Smith Functional Trainer)
CMG1.1 (Centr Multi-Gym)
CG3.1, CG3.1PK (Centr Gym Pack)
Multiple bench models (FLB2B, FID7.1, SSFTB.1-C5)

Parts are not always interchangeable between models. For example:

FT1 cables do not fit FT2 equipment
SCS cables ($60) are different from FTX cables ($50)
Bench pads are model-specific based on dimensions

Support verifies your equipment serial number to ensure you receive the exact part that fits your equipment model.

2. Warranty Status Check

Before quoting a price, support must verify if your part qualifies for warranty coverage:

Within 1 Year:

Parts FREE, you pay shipping only ($15-$20)
Saves you from paying full part cost unnecessarily

Within 2 Years (Courtesy Policy):

Parts FREE, shipping FREE ($ total)
You could miss out on this benefit without warranty verification

Over 1 Year:

You pay parts cost + shipping

Without contacting support first, you wouldn't know if you qualify for FREE parts under warranty or the courtesy policy.

3. Part Identification Assistance

Many customers aren't sure which exact part they need. Support helps identify the correct part using:

Photos of damaged or worn parts (2-3 angles)
Equipment serial number
Description of the issue
Equipment manual diagrams

Support has access to internal part databases with part numbers and specifications that aren't publicly available.

4. Parts Availability and Back Order Status

Some parts may be temporarily out of stock or on back order. Support can:

Notify you immediately if part is on back order
Provide estimated restock timeline
Suggest alternative parts if available
Place you on waiting list for back-ordered parts

Example: FT1 cables were on back order until mid-November (from October tickets). Customers were notified before placing orders.

How to Order Parts Through Support

The contact-based ordering process is straightforward and ensures accuracy:

Step 1: Email Support

Send email to: [email protected]

Subject Line: "Replacement Part Order"

Include in Email:

Your full name
Email address
Phone number
Shipping address (complete with city, state, ZIP)
Equipment model/name
Equipment serial number
Part needed (description or part number if known)
Quantity needed
Reason for replacement (broken, lost, worn, missing, extra)
Purchase date and proof of purchase (for warranty)
Photos of damaged part (if applicable)

Step 2: Support Responds

Typically within 24-48 hours, support will:

Verify your equipment model and serial number
Confirm the correct part needed
Check warranty status
Provide pricing (or confirm FREE under warranty)
Assign Sales Order (SO) number

Step 3: Order Confirmation or Invoice

If Warranty Covered:

Order created immediately (SO# assigned)
You pay $0-$20 depending on warranty period
Parts ship within 1-2 weeks

If Out of Warranty:

Invoice sent within 2-3 business days
Includes parts cost, shipping, and total
Secure payment portal link included

Step 4: Payment and Shipment

Pay via secure online portal or phone (714-738-1729)
Parts ship 1-2 weeks after payment
FedEx tracking sent via email
Delivery in 5-7 business days (domestic US)

Parts That Require Support Verification

All replacement parts require contacting support, but some particularly benefit from verification:

Cables

Cable specifications vary significantly by equipment model:

Length differences (upper vs. lower cables)
Load rating specifications
Connection type (snap hook, thread, etc.)
Cable diameter

Why verification matters: Installing the wrong cable can be unsafe and may not function properly with your equipment.

Bench Pads

Bench pad dimensions and mounting differ by model:

FLB2B pads differ from SCSWB pads
Seat pad vs. back pad dimensions
Mounting hole patterns vary

Why verification matters: Pads must fit mounting holes and dimensions exactly, or they won't attach securely.

Pulleys

Pulleys come in multiple sizes:

3.5" standard pulley
Larger pulleys for specific applications
Different mounting bracket types

Why verification matters: Wrong size pulley affects cable routing and equipment operation.

Straps (CMG1.1 Model)

Resistance straps have specific part numbers:

CMG1.1 Resistance Strap: Part #104914
Model-specific straps may not fit other equipment

Why verification matters: Straps must match load ratings and attachment points for your specific equipment.

Benefits of the Contact-Based Process

While ordering online might seem more convenient, the contact-based process provides significant benefits:

1. Cost Savings

Support verifies warranty status automatically
You don't accidentally pay for parts that should be FREE
No restocking fees or returns for wrong parts

2. Accuracy

100% guarantee you receive the correct part
No guessing about compatibility
Support confirms part number before order creation

3. Personalized Service

Support can answer questions about installation
Advice on part lifespan and maintenance
Help troubleshooting if unsure about which part to replace

4. Warranty Protection

Warranty claims properly documented
Serial number verified in system
Receipt and purchase date recorded

5. Back Order Notification

Immediate notification if part unavailable
Option to wait for restock or choose alternative
No payment until parts are ready to ship

Will CENTR Offer Direct Online Ordering in the Future?

CENTR currently does not offer self-service online ordering for replacement parts. There has been no announcement about adding an online parts store.

For now, all replacement parts must be ordered through support contact at [email protected].

Alternative: Equipment Manuals for Part Information

If you want to research parts before contacting support, CENTR provides equipment manuals online:

Manuals Website: https://inspirefitness.com/pages/product-manuals-and-videos

Manuals Include:

Exploded parts diagrams with part numbers
Part descriptions and names
Assembly instructions showing part locations
Maintenance guidelines

You can use the manual to identify the part number, then provide it to support when ordering. This can speed up the order process.

Third-Party Retailers

CENTR replacement parts are not widely available through third-party retailers. For genuine CENTR parts with proper specifications, you must order through CENTR support.

Why avoid third-party parts:

Compatibility not guaranteed
Safety specifications may not match
Voids warranty if third-party part causes damage
No support if part doesn't fit

Exception: Some specialty parts may be handled by authorized distributors. Support will refer you if appropriate (e.g., B&M Distributor for certain items).

Authorized Dealers and Service Technicians

If you're an authorized fitness equipment dealer or service technician, you can still order parts through support, but may qualify for dealer pricing:

Dealer Pricing Example (FT1 Cable):

Dealer cost: $20
Retail customer price: $40

Contact support to inquire about dealer account setup and ordering process for business purposes.

Common Questions

How long does it take to hear back from support?
Typically 24-48 hours for initial response. Sales Order (SO) number assigned same day if all required information is provided in your email.

Can I call instead of emailing?
Yes, you can call 714-738-1729 during business hours. However, email ([email protected]) is recommended because you can attach photos and provide all information at once.

What if I'm not sure which part I need?
That's exactly why the contact process exists! Send photos of your equipment and the damaged part, along with your serial number, and support will identify the correct part for you.

Can I order parts for equipment purchased through Costco or Walmart?
Yes! CENTR honors warranty and sells replacement parts regardless of where you purchased the equipment. Just provide your equipment serial number and purchase receipt.

Do I need to create an account to order parts?
No account creation is required. Simply email support with your information, and they'll process your order.

Will the contact process slow down my order?
No. The total timeline (2-3 weeks) includes support response time. Direct online ordering would not reduce the 1-2 week processing time for parts fulfillment and shipping.

Tips for Fast Parts Ordering

To get the quickest response and order processing:

Provide all information in first email: Don't make support ask follow-up questions
Include photos: 2-3 clear photos of damaged part from different angles
Note equipment serial number: Located on white sticker on equipment frame
Have proof of purchase ready: Attach receipt or order confirmation for warranty claims
Specify part number if known: Check your equipment manual for part numbers
Provide complete shipping address: Include phone number for carrier delivery

Complete information in your first email means faster SO# assignment and quicker order processing.

Still Need Help?

To order replacement parts or ask questions about the ordering process:

Email: [email protected] (recommended)
Phone: 714-738-1729

Support is available to help identify parts, verify warranty status, and process your order quickly.

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