How long does it take to receive replacement parts?Updated a month ago

Quick Answer

CENTR replacement parts typically take 2-3 weeks total from order placement to delivery. Processing takes 1-2 weeks, followed by 5-7 business days for shipping (domestic US). Canada orders take 7-10 business days for shipping. Back-ordered parts may take longer.

Complete Timeline Breakdown

Understanding the full timeline helps you plan when to order replacement parts and when to expect delivery.

Total Timeline: Order to Delivery

Domestic United States: 2-3 weeks total

Processing: 1-2 weeks
Shipping: 5-7 business days
Total: 14-25 days typical

Canada: 2.5-3.5 weeks total

Processing: 1-2 weeks
Shipping: 7-10 business days
Total: 17-30 days typical

Step-by-Step Timeline

Step 1: Initial Contact and Order Creation (Same Day)

When you email [email protected] with your replacement part request:

Response time: Typically within 24-48 hours
Sales Order (SO) number assigned: Same day if all information provided
Example: SO#161082, SO#160596

Step 2: Warranty Verification or Invoice Creation (1-3 Days)

For Warranty Orders:

SO# assigned immediately
Warranty verification: Same day
Confirmation email sent: Within 24 hours

For Paid Orders (Out of Warranty):

Invoice created: 2-3 business days after order creation
Invoice sent via email with payment portal link
Includes parts pricing, shipping cost, and total amount

Step 3: Payment Processing (Paid Orders Only: 1-2 Days)

If your order requires payment:

Payment due: Upon receipt of invoice
Payment processing: 1-2 business days after payment submitted
Order released for fulfillment: Once payment confirmed

Payment Methods:

Secure online payment portal (credit card)
Phone payment: 714-738-1729

Step 4: Parts Fulfillment and Processing (1-2 Weeks)

This is the longest stage of the process:

Warranty Orders:

Processing begins immediately after SO# assigned
Parts pulled from inventory
Quality check and packaging
Timeline: 1-2 weeks from order confirmation

Paid Orders:

Processing begins after payment confirmed
Parts pulled from inventory
Quality check and packaging
Timeline: 1-2 weeks after invoice payment

Note from CENTR: "We will do our best to process and ship as soon as possible"

Step 5: Shipping Notification (Day of Shipment)

When your order ships, you'll receive:

Email notification with FedEx tracking number
Tracking link: https://www.fedex.com/fedextrack/?trknbr=[tracking_number]
Estimated delivery date

Check your spam folder if you don't see the tracking email within 2 weeks of order placement.

Step 6: Transit Time (5-10 Days)

Domestic United States:

Standard shipping: 5-7 business days after shipment
Shipping carrier: FedEx
Signature: May be required depending on carrier policy

Canada:

Shipping time: 7-10 business days after shipment
Customs: Included in timeline (no additional delays expected)
Provinces confirmed: British Columbia, Alberta, Ontario, Quebec

Step 7: Delivery

Your replacement parts arrive at your shipping address. Most parts are designed for easy self-installation.

What Affects Timeline?

Several factors can impact how quickly you receive your replacement parts:

1. Information Completeness

Orders with complete information process faster:

Fast processing: All required info provided in first email
Slower processing: Missing serial number, photos, or purchase proof requires follow-up

Required Information:

Equipment model and serial number
Part needed (name and/or part number)
Purchase date and proof of purchase (for warranty)
Photos of damaged part (if applicable)
Shipping address and phone number

2. Warranty vs. Paid Orders

Warranty orders: Faster (no invoice or payment step)
Paid orders: Add 2-5 days for invoice creation and payment processing

3. Part Availability

In-stock parts: 1-2 weeks processing
Back-ordered parts: Extended lead time (see Back Orders section below)

4. Shipping Location

Domestic US: 5-7 days shipping
Canada: 7-10 days shipping
International (outside North America): Contact support for timeline

5. Order Timing

Weekday orders: Typically process faster
Weekend/holiday orders: Begin processing next business day
Peak seasons: May experience slightly longer processing times

Back Orders and Extended Lead Times

Some parts may be temporarily out of stock, extending the timeline.

Back Order Process

Notification: You'll be notified if your part is on back order
Waiting list: You're placed on a back order list
SO# assigned and held: Your order is created but held until parts arrive
Invoice when available: Invoice sent (or shipment initiated) when parts arrive in stock

Example Back Order Timeline

Based on actual customer tickets:

Part: FT1 Cables
Back order notice: October 2025
Expected availability: "Mid November"
Extended timeline: 4-6 weeks total instead of 2-3 weeks

Customer communication example:
"Unfortunately, the FT1 Cables are on back order and won't come in until mid November. We can place your order now and ship when they arrive."

Parts Subject to Back Orders

FT1 Cables (noted in recent tickets)
Specialty cables for older equipment models
Console parts for treadmills
Parts for discontinued models

Expedited Shipping Options

Standard shipping (5-7 days domestic, 7-10 days Canada) is included with all parts orders. Expedited shipping is not explicitly offered in standard parts orders.

If you need parts urgently:

Contact support at [email protected]
Explain your timeline needs
Ask if expedited options are available
Additional costs may apply for expedited shipping

Note: Processing time (1-2 weeks) cannot be expedited, regardless of shipping method selected.

How to Track Your Order Status

Stay informed about your order progress:

Order Confirmation Stage

Look for SO# in confirmation email (e.g., SO#161082)
Save this number for future reference

Invoice Stage (Paid Orders)

Invoice typically arrives 2-3 business days after order
Check spam/junk folder if not received
Invoice includes payment link and order details

Shipping Stage

FedEx tracking number sent via email
Track at: https://www.fedex.com/fedextrack/
Shows current location and estimated delivery date

If You Haven't Heard Anything

If 2 weeks have passed since your order and you haven't received tracking:

Check spam/junk email folders
Email [email protected] with your SO# or order details
Request status update
Support will provide tracking link and delivery confirmation

Timeline Comparison Examples

Example 1: Warranty Order (Ideal Timeline)

Day 1: Email sent with all required information
Day 1: SO# assigned, warranty confirmed
Day 10: Parts processed and shipped, tracking sent
Day 17: Parts delivered (5-7 days shipping)
Total: 17 days

Example 2: Paid Order (Typical Timeline)

Day 1: Email sent with part request
Day 3: Invoice received
Day 4: Payment submitted
Day 15: Parts processed and shipped, tracking sent
Day 22: Parts delivered
Total: 22 days

Example 3: Back-Ordered Part

Day 1: Email sent with part request
Day 2: Back order notification received
Day 28: Parts arrive in stock, invoice sent
Day 29: Payment submitted
Day 40: Parts processed and shipped
Day 47: Parts delivered
Total: 47 days (6-7 weeks)

Example 4: Canada Order

Day 1: Order placed
Day 2: SO# assigned
Day 12: Parts shipped, tracking sent
Day 24: Parts delivered (10 days shipping to Canada)
Total: 24 days

Tips to Minimize Wait Time

Provide complete information upfront: Include equipment model, serial number, part needed, photos, purchase date, and shipping address in your first email
Have proof of purchase ready: Receipt or order confirmation for warranty claims
Respond quickly to support requests: If support needs additional information, respond same-day
Pay invoices promptly: For paid orders, submit payment immediately upon receiving invoice
Order before you urgently need the part: Plan ahead if you notice wear or damage developing

International Orders (Outside US/Canada)

For international orders outside North America, timelines vary significantly based on destination country:

Contact [email protected] with your shipping country
Support will verify shipping availability and provide timeline estimate
Additional customs clearance time may apply
International shipping typically takes 2-4 weeks for transit alone
Total timeline: 3-6 weeks depending on destination

Common Questions About Timeline

Why does processing take 1-2 weeks?
Parts are pulled from inventory, quality-checked, and packaged. CENTR processes orders as quickly as possible while ensuring accuracy and quality.

Can I pick up parts in person to save time?
Local pickup is not mentioned as an available option. Contact support to inquire if your location is near the fulfillment center.

Will I be notified at each stage?
You'll receive notifications for: order confirmation (SO# assigned), invoice (if paid order), and shipping (tracking number). Processing stages are not individually notified.

What if I need the part urgently for a business/gym?
Contact support and explain your business need. They may be able to prioritize your order or suggest alternatives.

Still Need Help?

For questions about your order timeline or to check the status of an existing order:

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

Include your SO# or order details when contacting support for the fastest response.

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