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How do I file a warranty claim?Updated a month ago

Quick Answer

To file a warranty claim, email [email protected] with photos of the issue, your equipment's serial number, purchase date, and shipping address. The process depends on your situation: missing parts ship within 1-2 business days, damaged or defective parts take 1-2 weeks, and shipping damage requires immediate reporting with photos of both the package and damaged contents.

Before You Start Your Claim

Have the following information ready to expedite your warranty claim:

  • Serial number: Located on your equipment frame (usually a sticker on main frame or base)
  • Purchase date: From your order confirmation, receipt, or approximate date
  • Photos of the issue: 2-3 clear photos from different angles showing the problem
  • Model/product name: FT2, M5, Centr Home Gym, etc.
  • Shipping address and phone number: Where replacement parts should be sent
  • Proof of purchase: Order confirmation, receipt, or invoice (helpful but not always required)

Having this information ready means faster claim processing and quicker replacement parts.

Scenario 1: Missing Parts from Delivery (Fastest Process)

Timeline: Parts ship within 1-2 business days

When to use this process: Your equipment arrived incomplete, you're missing parts or components discovered during assembly, or factory packaging didn't include all items.

Step-by-Step Process:

  1. Contact support immediately: Email [email protected] with subject line "Missing Parts - Order #[your order number]"
  2. Report within 30 days of delivery for fastest processing (though support will still help after 30 days)
  3. Provide in your email:
    • Order number or purchase date
    • Product name (e.g., "Centr 3 Smith Machine", "FT2 Functional Trainer")
    • Description of missing parts (if you don't know the part name, describe what you can't assemble or what's missing)
    • Quantity of missing items
    • Shipping address and phone number
    • Photos if helpful for identification
  4. Expect confirmation within same business day
  5. Parts ship in 1-2 business days
  6. No charge: Free parts, free shipping, no return needed

Example email: "My Walmart Workout Kit arrived without the resistance bands and handles. Order #123456 delivered November 8th. Please send missing parts to [address]."

Why this is fastest: Missing parts are clearly a packaging error, so support can process immediately without warranty verification steps.

Scenario 2: Damaged or Defective Parts (Standard Process)

Timeline: Parts ship 1-2 weeks after warranty verification

When to use this process: Equipment part is broken, frayed, cracked, defective, or unusable after delivery or during use within warranty period.

Step-by-Step Process:

Step 1: Gather Required Information (Do This First)

Before contacting support, collect:

  • Required:
    • Serial number from equipment frame
    • Shipping address and phone number
    • Product model (FT2, M5, Centr 3, etc.)
    • Photos of damage (2-3 clear angles showing the issue)
    • Purchase date
  • Strongly Recommended:
    • Proof of purchase (receipt, order confirmation, invoice)
    • Delivery date if recent
    • Part number if known (see manuals at https://inspirefitness.com/pages/product-manuals-and-videos)
    • Description of problem (when did it break? how is it damaged?)

Step 2: Contact Support

  • Email: [email protected]
  • Subject line: "Warranty Claim - [Product Name]"
  • Attach: Photos of damage and proof of purchase
  • Phone option: 714-738-1729 (Monday-Friday, business hours Pacific Time)

Step 3: Warranty Verification (1-2 Business Days)

Support team will verify:

  • Purchase date against warranty period (1 year standard)
  • Serial number validity
  • Nature of damage (covered vs. not covered under warranty)
  • Whether shipping is free (within 2 years) or customer-paid ($15-$20)

You'll receive a verification email within 1-2 business days.

Step 4: Approval and Shipping

If approved - within 2 years of purchase:

  • Free replacement part
  • Free shipping
  • Confirmation: "Based on your purchase date ([date]), your unit is covered for parts. As a courtesy, we cover shipping for the first 2 years from date of purchase."

If approved - 1-2 years from purchase:

  • Free replacement part
  • Customer pays shipping ($15-$20)
  • Confirmation: "Based on your purchase date ([date]), your unit is covered for parts under warranty. You will only be responsible for shipping. Estimated shipping to your address: $15-$20. Please reply 'Approve' and we'll process the order right away."

After approval:

  • Confirmation number provided (e.g., "SO#161021")
  • Parts ship in 1-2 weeks (support does their best to expedite)
  • Tracking number sent via email when shipped
  • No need to return damaged part unless specifically requested
  • Standard delivery: 5-7 business days after shipment

Total timeline: Approximately 2-3 weeks from initial contact to delivery

Scenario 3: Shipping/Packaging Damage (Immediate Report Required)

Timeline: Report within 7 days of delivery

When to use this process: Package arrived visibly damaged, or equipment was damaged during the original shipping/delivery.

Special Requirements:

  • Photos of damaged packaging (box, wrapping, exterior damage from multiple angles)
  • Photos of damaged contents (the actual equipment damage)
  • Delivery date and tracking number
  • Report to [email protected] within 7 days

Step-by-Step Process:

  1. Do not fully unpack if package is visibly damaged - stop and take photos first
  2. Take photos of package damage from multiple angles (exterior box, torn wrapping, crushed areas)
  3. Open carefully and photograph any equipment damage discovered
  4. Email [email protected] immediately with subject line: "Shipping Damage - Order #[number]"
  5. Include in email:
    • All photos (package AND contents damage)
    • Order number and tracking number
    • Delivery date
    • Description of damage
    • Shipping address for replacement
  6. Support coordinates with shipping carrier (UPS/FedEx) for claim
  7. Replacement parts shipped once claim is processed with carrier

Why 7-day window matters: Shipping carriers require damage reports within specific timeframes for insurance claims. Reporting within 7 days ensures CENTR can file the necessary claims with the carrier.

Note: Shipping damage claims may take longer than standard warranty claims because CENTR must coordinate with the shipping carrier, but you will receive replacement parts once the claim is processed.

What Happens If You're Outside Warranty Period

If your purchase is over 1 year old (out of warranty), support will provide out-of-warranty purchasing options:

  • Parts still available: All parts can be purchased even after warranty expires
  • Pricing provided: Typical pricing: cables $20-$40, straps $20, handles $20, seats/pads $60, small hardware $6-$20
  • Shipping additional: $15-$20 typical
  • Invoice sent: Secure payment link emailed within 2-3 business days
  • Same process: Parts ship 1-2 weeks after payment, tracking provided

Even outside warranty, CENTR supports all equipment with genuine replacement parts.

Special Situations and Tips

Costco or Walmart Purchases:

  • Provide retailer receipt and serial number
  • Verification may take slightly longer (Costco requires vendor portal verification)
  • Same warranty coverage applies

Don't Know Part Name or Number:

  • Describe the part and its function ("cable that connects to bottom pulleys")
  • Attach photos showing the part on your equipment
  • Support will identify the correct part for you
  • Or find your product manual at https://inspirefitness.com/pages/product-manuals-and-videos for parts diagrams

No Proof of Purchase:

  • Provide serial number - it may verify warranty period
  • Give approximate purchase date
  • Support will do their best to verify coverage
  • If warranty can't be verified, out-of-warranty purchase option provided

Urgent Situation (Equipment Out of Service):

  • Explain the urgent situation in your email
  • Support will note "urgent" priority on your order
  • "We will do our best to process and ship ASAP"
  • Missing parts from delivery get fastest treatment (1-2 business days)

Same Part Failed Multiple Times:

  • Disclose this in your email: "This is the third time this cable has broken"
  • Provide dates of previous replacements if known
  • Include photos showing failure pattern
  • Manager review required for repeated failures
  • May indicate installation issue, misuse, or design concern - support will investigate

After You File Your Claim

What to expect:

  • Confirmation email: Within 1-2 business days (same day for missing parts)
  • Warranty determination: Coverage confirmed or out-of-warranty options provided
  • Confirmation number: SO#[number] when order is processed
  • Shipment notification: Tracking number sent when parts ship
  • Delivery timeframe: 5-7 business days after parts ship
  • Installation: You install replacement parts yourself (manuals and support available)

You do NOT need to:

  • Return the damaged part (unless specifically requested)
  • Pay for parts if within warranty
  • Create an online account or fill out forms
  • Call repeatedly for updates (support will email tracking when parts ship)

Common Questions

Can I call instead of email?

Yes, call 714-738-1729 (Monday-Friday, business hours Pacific Time). However, email is preferred because:

  • You can attach photos immediately
  • Creates documentation of your claim
  • Support can review details and respond with all information
  • No hold times

Phone is great for questions, but claims process faster via email with photos.

How do I find my serial number?

Check these locations:

  • Sticker or metal plate on main frame/base of equipment
  • Usually on rear frame member or equipment base
  • Format typically: 4-XX-XX-XXXXXX
  • May be labeled "S/N:", "Serial Number:", or "Serial:"
  • If you can't find it, take photos of your equipment and email support - they'll guide you

What if support denies my claim?

If your claim is denied (typically due to normal wear, misuse, or being outside warranty period), you receive:

  • Explanation of why not covered
  • Out-of-warranty parts purchase option with pricing
  • Quote typically provided within 2-3 business days
  • Ability to proceed with purchase or decline

You're never stuck - parts remain available for purchase even if warranty doesn't cover the issue.

Contact Information for Warranty Claims

Email (Primary Method): [email protected]
Phone: 714-738-1729
Hours: Monday-Friday, business hours (Pacific Time)

For fastest processing: Email with subject line "Warranty Claim" or "Missing Parts" and include all required information and photos in your first message. This allows support to process without back-and-forth delays.

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