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How do I order replacement parts for my CENTR equipment?Updated a month ago

Quick Answer

To order replacement parts for your CENTR equipment, email [email protected] with your equipment details, part needed, serial number, photos (if applicable), and shipping address. The fulfillment team will verify warranty status, provide pricing, and process your order. Parts typically ship within 1-2 weeks.

Step-by-Step Ordering Process

Follow these steps to order replacement parts for your CENTR fitness equipment:

Step 1: Identify the Part You Need

Before contacting support, gather this information:

  • Equipment model: Look at your equipment serial number sticker (e.g., FT2, M5, SCS, Centr 1)
  • Specific part name: Such as "Upper Cable", "Seat Pad", "Pulley", "Weight Pin"
  • Part number (if known): Found in your equipment manual or on the part itself
  • Serial number: Located on a white sticker on your equipment frame
  • Photos of damaged part: Take 2-3 photos from different angles if the part is broken or damaged

If you're unsure which part you need, don't worry. The support team will help identify the correct part based on your photos and equipment serial number.

Step 2: Contact CENTR Support

Send an email to [email protected] with the subject line "Replacement Part Order".

Include this information in your email:

  • Your full name
  • Email address
  • Phone number
  • Complete shipping address (street, city, state, ZIP code)
  • Equipment model/name
  • Equipment serial number
  • Part needed (name and/or part number)
  • Quantity needed
  • Reason for replacement (broken, lost, worn out, missing from shipment, want extra)
  • Purchase date and proof of purchase (if claiming warranty)
  • Photos of damaged part (if applicable)

Example Email:

Subject: Replacement Part Order

Hello,

I need a replacement upper cable for my FT2 Functional Trainer.

Customer Information:
- Name: John Smith
- Email: [email protected]
- Phone: (555) 123-4567
- Shipping Address: 123 Main Street, City, State 12345

Equipment Details:
- Model: FT2 Functional Trainer
- Serial Number: 4-20-06-351978
- Part Needed: FT2 Upper Cable
- Quantity: 1
- Reason: Cable frayed and needs replacement
- Purchase Date: June 15, 2024
- Photos: Attached (shows frayed cable)

Please advise on pricing and how to proceed.

Thank you,
John Smith

Step 3: Warranty Verification

CENTR will verify if your part qualifies for warranty coverage:

Within 1 Year of Purchase:

  • Parts are FREE
  • You pay shipping only (typically $15-$20)
  • Covers manufacturing defects, broken during normal use, and missing parts on arrival

Within 2 Years of Purchase (Courtesy Policy):

  • Parts are FREE
  • Shipping is FREE (courtesy policy)
  • Same coverage as 1-year warranty

Over 1 Year from Purchase (Out of Warranty):

  • You pay for parts (see pricing below)
  • You pay for shipping ($15-$20)
  • Applies to normal wear and tear, lost parts, or want extra parts

Required for Warranty Claims:

  • Photo or copy of purchase receipt
  • Purchase date
  • Photos of damaged part (multiple angles)
  • Equipment serial number

Step 4: Receive Order Confirmation and Invoice

For Warranty Orders:

  • Sales Order (SO) number assigned immediately (e.g., SO#161082)
  • Confirmation email sent with SO number
  • No invoice required if within 2-year courtesy period
  • If between 1-2 years, you'll pay shipping only

For Paid Orders (Out of Warranty):

  • Sales Order (SO) number assigned
  • Invoice sent via email within 2-3 business days
  • Invoice includes part name, price, quantity, shipping cost, and total
  • Secure payment portal link included in invoice email

Step 5: Make Payment (Paid Orders Only)

If your order is out of warranty, you'll need to pay before shipment:

Option 1: Online Payment Portal (Recommended)

  • Click the secure payment link in your invoice email
  • Enter credit card information
  • Payment confirmation sent automatically

Option 2: Phone Payment

  • Call CENTR support: 714-738-1729
  • Provide credit card details during business hours

Your order will be released for shipping once payment is confirmed (1-2 business days after payment).

Step 6: Part Fulfillment and Shipping

Processing Timeline:

  • Warranty orders: 1-2 weeks from order confirmation
  • Paid orders: 1-2 weeks after invoice payment
  • Note: CENTR will process and ship as soon as possible

If Part is on Back Order:

  • You'll be notified of the back order status
  • You'll be placed on a waiting list
  • Invoice sent when parts arrive in stock
  • Example: Some cables may be back ordered for several weeks

Shipping Notification:

  • FedEx tracking number sent via email when order ships
  • Tracking link provided
  • Delivery: 5-7 business days (domestic US)
  • Canada delivery: 7-10 business days

Step 7: Receive and Install Your Part

Self-Installation:

Professional Installation:

  • Authorized service technicians available through fitness showrooms
  • Contact your local fitness equipment dealer for installation service
  • Some dealers provide installation with part orders

Typical Replacement Parts Pricing

Understanding approximate costs helps you plan your order. All prices are retail (end customer) prices:

Cables

  • Economy Cables: $20-$40 each (M3 Leg Extension, M5 Press Arm, FT1, FT2, SF3.2)
  • Premium Cables: $50-$60 each (M2 Upper, FTX, SCS cables)

Bench Pads

  • Budget Pads: $30-$35 each (FLB2B Seat and Back Pads)
  • Premium Pads: $80-$90 each (SCSWB Seat and Backrest Pads)

Small Parts

  • Weight Selector Pin: $6 each
  • L Bracket (cable retainer): $5 each
  • Weight Stack Labels: $2.50 per sheet
  • Pulleys: $10-$28 each (depending on size)

Shipping Costs

  • Domestic US: $15-$20 standard shipping via FedEx
  • Canada: Higher cost, quote provided on request

Common Replacement Parts Available

CENTR offers replacement parts for all equipment models, including:

  • Cables: Upper cables, lower cables, press arm cables, row cables, guide cables
  • Bench Pads: Seat pads, backrest pads, back pads for various bench models
  • Pulleys: Multiple sizes (3.5 inch and other standard sizes)
  • Small Parts: Weight selector pins, L brackets, mounting hardware
  • Accessories: Weight stack number labels, foam rollers, push-up handles
  • Straps: Resistance straps for specific models (e.g., CMG1.1 Part #104914)
  • Weight Plates: 10 lb weight plates for compatible gym systems

For a complete list of available parts for your specific equipment model, contact support with your serial number.

Order Tracking

After your order is processed, you can track it through these stages:

  1. Order Confirmation: SO# assigned (e.g., SO#161082)
  2. Invoice Sent: 2-3 business days for paid orders
  3. Payment Received: 1-2 business days to process
  4. Parts Processing: 1-2 weeks total
  5. Shipment: FedEx tracking number emailed
  6. Delivery: 5-7 business days (domestic), 7-10 days (Canada)

If you haven't received tracking information within 2 weeks, check your spam folder or contact support with your SO# for a status update.

What If I Don't Know Which Part I Need?

No problem! The CENTR support team can help identify the correct part:

  1. Take photos of your equipment and the damaged/worn part (2-3 angles)
  2. Note your equipment serial number (white sticker on frame)
  3. Describe the issue or what part you need
  4. Email everything to [email protected]

The support team will identify the exact part, provide the part number, and create your order.

International Orders (Outside US/Canada)

For international orders outside the United States and Canada:

  • Email [email protected] with your shipping country
  • Support will verify if shipping is available to your location
  • International shipping may require special arrangements
  • Some parts may not be available for international shipment
  • Shipping costs will be quoted based on destination

Common Questions

Can I order parts online directly?
Currently, there is no self-service online store for replacement parts. All parts must be ordered by contacting [email protected]. This ensures you receive the correct part for your specific equipment model.

How long will my parts order take?
Total timeline from order to delivery is typically 2-3 weeks: 1-2 weeks for processing and 5-7 days for shipping. Back-ordered parts may take longer.

What if the part arrives damaged?
Contact [email protected] immediately with photos of the damaged part and shipping box, along with your FedEx tracking number and SO#. A replacement will be shipped at no additional cost.

Can I return a part if I ordered the wrong one?
It's best to verify the correct part with support before ordering. Provide photos, serial number, and description to ensure you receive the correct part.

Still Need Help?

If you have questions about ordering replacement parts, need help identifying a part, or want to check on an existing order, contact our support team:

Email: [email protected]
Phone: 714-738-1729

Include your equipment serial number, photos of the part, and SO# (if you have an existing order) when contacting support.

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