How do I track my equipment order?Updated 2 months ago

Quick Answer

Your tracking number will be emailed to you when your order ships (typically 1-2 weeks after placing your order). Look for a shipping confirmation email from UPS, FedEx, "Health In Motion," or your freight carrier. Click the tracking link in the email to see your order's current location and estimated delivery date. You can also use the "Track Order' function on our Support homepage.

Finding Your Tracking Number

Where to look: Your tracking number is sent in a separate shipping confirmation email after your order ships. This is different from your order confirmation email, which you received immediately after purchase.

Check these email senders:

• UPS: Subject line "UPS Ship Notification, Tracking Number [number]"
• FedEx: "FedEx: Your package is being prepared to ship"
• Health In Motion: CENTR's fulfillment name that appears on UPS notifications
• Freight carriers: The Custom Companies, Daylight Transport, or Estes Express (for large equipment)
• Shopify or CENTR: "A shipment from order #XXXX-C is on the way"

Check your spam folder: If you don't see a shipping email in your inbox, search your spam/junk folders for "UPS", "FedEx", "Health In Motion", or "tracking".

Understanding Tracking Number Formats

Knowing your tracking number format helps you identify the correct carrier:

• UPS: Starts with "1Z" followed by 16 characters (18 characters total) - Example: 1ZB8H3100319637994
• FedEx: 12-digit or 15-digit number - Example: 395021519248 or 394370600106
• Freight carriers: 8-10 digit numbers (varies by carrier)

How to Track Your Order

Easiest method #1: Use the Track Order on the Support Home Page.

Easiest method #2: Click the tracking link directly in your shipping confirmation email. This automatically opens the carrier's website with your tracking number entered.

Manual tracking by carrier:

For UPS shipments:

1. Go to UPS.com or visit https://www.ups.com/track
2. Enter your tracking number (starts with 1Z)
3. View your package status and estimated delivery date

For FedEx shipments:

1. Go to FedEx.com or visit https://www.fedex.com/fedextrack
2. Enter your tracking number (12-15 digits)
3. View your package status and estimated delivery date

For freight shipments (large equipment):

• The Custom Companies: Visit https://www.customco.com/ and enter your 8-digit tracking number. Important: The freight carrier will call you directly to schedule a delivery appointment.
• Estes Express: Visit https://www.estes-express.com/myestes/shipment-tracking/ and enter your tracking number.
• Daylight Transport: Contact the carrier directly for tracking updates. They will call to schedule delivery.

When You'll Receive Your Tracking Number

Understanding the timeline helps set proper expectations:

1. Day 0: You place your order and receive an order confirmation email with your order number (#XXXX-C). This email does NOT include tracking.
2. Days 1-14: Your order is being processed at our warehouse (picking, packing, quality checks). No tracking information is available yet.
3. Day 7-14 (average): Your order ships and you receive a shipping confirmation email with your tracking number.
4. Days 10-21 (average): Your order is delivered to your address.

Note: All physical equipment orders are processed within 1-2 weeks after receiving payment. Processing time may extend to 2-3 weeks during high-volume periods like holidays or promotions.

If You Haven't Received a Tracking Number

If you ordered less than 2 weeks ago:

Your order is likely still being processed at our warehouse. This is completely normal. You will automatically receive a tracking email at the address you used during checkout once your order ships. No action is needed at this time.

If you ordered more than 2 weeks ago:

Your order may be delayed, backordered, or experiencing a processing issue. Please contact our support team at [email protected] with your:

• Order number (format: #XXXX-C from your order confirmation email)
• Email address used when ordering
• Date you placed the order

Our order fulfillment team will check your order status and provide an update.

Special Notes for Freight Shipments

If you ordered large equipment like a Centr Multi-Gym, wall-mounted equipment, or heavy benches, your shipment requires special handling:

Delivery appointment required: The freight carrier will contact you directly by phone to schedule a delivery appointment. You must be present during the scheduled delivery time.

Critical: Make sure you provided a valid phone number when ordering. Invalid phone numbers can result in storage fees, late delivery fees, or your order being returned at your expense.

Transit time: Freight shipments typically take 5-10 business days after they leave our warehouse.

Tracking updates: Freight tracking may show limited updates until the carrier contacts you to schedule delivery. This is normal.

Common Tracking Issues

"Tracking number doesn't work":

• Wait 24-48 hours after receiving the shipping email. Sometimes the label is created before the carrier picks up the package.
• Make sure you're using the correct carrier's website (UPS tracking numbers won't work on FedEx.com)
• Copy and paste the tracking number instead of typing it manually to avoid typos

"Tracking hasn't updated in several days":

• Gaps in tracking updates are normal, especially between carrier facilities, on weekends, or in rural areas
• If no updates for 7+ days, contact the carrier directly for a trace

"Email went to wrong address":

Tracking is sent to the email address you provided at checkout. If you need your tracking number resent or have trouble locating it, contact us at [email protected] with your order number and we'll provide your tracking information.

Difference Between Order Number and Tracking Number

It's important to understand the difference:

• Order number: Your purchase identifier in CENTR's system (format: #XXXX-C, example: #7464-C). You receive this immediately after ordering in your order confirmation email. Use this when contacting CENTR support.
• Tracking number: Your shipment identifier in the carrier's system (format varies by carrier). You receive this 1-2 weeks later when your order ships. Use this to track your package location with UPS, FedEx, or freight carriers.

International Orders

If you're shipping to Canada or outside the continental United States:

• Tracking updates may be less frequent during international transit
• Your package may sit in customs for 2-5 days with no tracking updates (this is normal)
• Allow an additional 3-7 days for customs clearance and international delivery
• You may be responsible for customs duties and taxes charged by your destination country

Still Need Help?

If you're having trouble tracking your order or haven't received tracking information when expected, we're here to help:

Contact us at [email protected] with:

• Your order number (#XXXX-C)
• The email address you used when ordering
• The date you placed your order
• A brief description of the issue

Our support team will look up your order status and provide tracking information or investigate any delays.