I received the wrong item. How do I exchange it?Updated 2 months ago

We'll Get You the Correct Item Right Away

If the equipment you received doesn't match what you ordered, we'll make it right. Our support team will verify your order and send the correct item to you as quickly as possible.

Act quickly - Contact us as soon as you notice you received the wrong item for the fastest resolution.

Why Report Wrong Items Immediately

The sooner you contact us about receiving the wrong item, the faster we can resolve the issue:

• Fresh order details - Your order is still recent in our system, making verification easier
• Faster processing - We can expedite sending the correct item before your order is archived
• Simpler verification - Photos and order details are easier to match when reported promptly
• Better resolution options - Our support team has more flexibility to resolve recent order issues

While there's no strict deadline, reporting within 30 days of delivery ensures the smoothest resolution process.

Step-by-Step: Getting the Correct Item

Step 1: Verify You Received the Wrong Item

Before contacting support, double-check:

• Compare what you received to your order confirmation email
• Check the product model name or number on the equipment
• Verify the size, color, or specifications (if applicable)
• Make sure all boxes were opened (sometimes items ship in multiple packages)

Step 2: Gather Information

Have ready:

• Order number - From your order confirmation email (format: #XXXX-C)
• What you ordered - Product name from your order confirmation
• What you received - Product name or description of the wrong item
• Photos - Take 2-3 clear photos of the item you received, including any labels or model numbers
• Delivery date - When the package arrived
• Email address - The one you used when placing the order

Step 3: Contact Support Immediately

Email: [email protected]

Subject line: "Wrong Item Received - Order #[your order number]"

In your email, include:

• Your order number
• What you ordered: "I ordered [product name]"
• What you received: "I received [product name or description]"
• Delivery date
• Attach photos of the wrong item

Example:

"I ordered the Centr Multi-Gym M5 (Order #7464-C), but I received what appears to be resistance bands instead. The package was delivered on November 10. Photos attached."

Step 4: Support Team Reviews Your Case

Our support team will:

• Verify your order details in our system
• Confirm what item was supposed to ship
• Identify what was actually sent (using your photos and description)
• Determine the best resolution approach
• Provide instructions about the wrong item you received

Response time: Typically within 1-2 business days.

Step 5: Correct Item Ships to You

Once verified, our support team will:

• Process an order for the correct item immediately
• Ship the correct item to your address at no additional charge
• Provide tracking information when it ships
• Give you specific instructions about what to do with the wrong item

Typical timeline: Correct item ships within 1-2 weeks, arriving 5-7 business days after shipment.

What Happens to the Wrong Item?

Our support team will provide specific instructions based on your situation. This may include:

Option 1: Keep the Wrong Item (Most Common)

In many cases, especially for smaller or lower-value items, we may tell you to keep the wrong item at no charge. This avoids the hassle and cost of return shipping.

Option 2: Return the Wrong Item

For larger or higher-value equipment, we may provide:

• A prepaid return shipping label
• Return shipping instructions
• Packaging guidelines
• Return address

If a return is needed, we'll make it as easy as possible with prepaid labels and clear instructions.

Wait for Support's Instructions - Don't ship anything back until our support team confirms the return address and provides a label if needed. Shipping to the wrong address could result in the item being lost.

Common Wrong Item Scenarios

Scenario: Completely Different Product

Example: Ordered a Multi-Gym, received resistance bands

• Contact support immediately with photos
• We'll verify the mix-up and send the correct equipment
• Follow support's instructions regarding the wrong item

Scenario: Wrong Size or Model

Example: Ordered M5 Multi-Gym, received M3 model

• Provide order number and photos showing model number
• We'll verify which model shipped
• Correct model will be sent; return instructions provided for the wrong model

Scenario: Wrong Color or Variation

Example: Ordered black equipment, received gray

• Contact support with order details and photos
• We'll verify color availability and send correct variation
• Instructions provided for returning the wrong color

Scenario: One Item Wrong in Multi-Item Order

Example: Ordered 3 items, 2 are correct but 1 is wrong

• Specify in your email which item is wrong
• We'll send only the correction for that one item
• No need to return or address the correct items

Timeline Expectations

Here's what to expect for resolution timing:

• Support response: 1-2 business days after you contact us
• Verification process: Same day as response (support reviews and approves immediately)
• Correct item processing: Order placed for correct item within 1-2 business days
• Shipping timeline: Correct item ships in 1-2 weeks
• Delivery: 5-7 business days after shipment

Total timeline: Approximately 2-3 weeks from when you report the issue to receiving the correct item.

Common Questions

Q: Will I be charged for the correct item?

A: No. If we sent you the wrong item by mistake, there's no additional charge for sending the correct one. We cover all costs to fix our error.

Q: Do I have to return the wrong item before receiving the correct one?

A: No. We'll typically send the correct item first, then provide return instructions if needed. You won't have to wait for a return process to complete before getting what you ordered.

Q: What if I already opened or used the wrong item?

A: That's fine - we understand you needed to open the package to discover it was the wrong item. Follow our support team's instructions about what to do with it.

Q: Can I just exchange it for something else I want instead?

A: The wrong-item process is specifically for sending the correct item from your original order. If you'd like to order a completely different product, contact support to discuss your options - this may require placing a new order.

Q: What if I threw away the packaging for the wrong item?

A: Don't worry. If we need the wrong item returned, we'll work with you on packaging options. The original packaging isn't always required.

Q: I ordered from Costco/Walmart. Should I contact them or CENTR?

A: It depends on your preference:

• Retailer return policy: Costco and Walmart have their own return/exchange policies that may be faster
• CENTR support: We can also help with wrong items from retail purchases, but it may take longer

Check the retailer's return policy first - it may be the quickest resolution.

Q: What if multiple items are wrong in my order?

A: List all wrong items in your email to support. We'll send corrections for everything that's wrong in a single shipment when possible.

Prevention for Future Orders

To help ensure you receive the correct items in future orders:

• Double-check your cart before checking out
• Review order confirmation email immediately after ordering
• Verify shipping address is correct and complete
• Check tracking updates to know when to expect delivery
• Inspect packages upon delivery to catch issues early

Still Need Help?

If you have questions about the wrong item you received or need assistance with the correction process:

Email: [email protected]
Subject: "Wrong Item Received - Order #[your order number]"
Response time: 1-2 business days

Include in your message: Order number, what you ordered, what you received, delivery date, and photos of the wrong item.

Our support team will guide you through the specific steps for your situation and ensure you receive the correct equipment as quickly as possible.