What happens after I submit a warranty claim?Updated a month ago
Quick Answer
After submitting your warranty claim, CENTR support verifies warranty status within 1-2 business days, sends you a confirmation number when approved, ships replacement parts within 1-2 weeks with tracking notification, and parts arrive in 5-7 business days. You install the replacement part yourself using assembly manuals available at https://inspirefitness.com/pages/product-manuals-and-videos.
Step 1: Confirmation Email (Within 1-2 Business Days)
After you email your warranty claim to [email protected], you'll receive a confirmation email acknowledging receipt.
What the confirmation includes:
- Acknowledgment that your claim was received
- Estimated timeline for warranty verification
- Request for additional information if anything is missing from your submission
Timeline: Same business day for missing parts, 1-2 business days for damaged/defective parts claims.
If information is missing: Support will ask for serial number, photos, or other required details. Respond promptly to avoid delays.
Step 2: Warranty Verification (1-2 Business Days)
Support verifies your warranty status by checking:
- Purchase date: Is equipment within 1-year warranty period?
- Serial number: Validates your equipment model and manufacturing date
- Coverage determination: Is the issue covered under warranty terms?
- Shipping benefit: Within 2 years (free shipping) or 1-2 years (customer pays $15-$20)?
Possible outcomes:
- Approved - within 2 years: Free part + free shipping
- Approved - 1-2 years: Free part, you pay shipping ($15-$20)
- Out of warranty: Parts purchase option provided with pricing
- Not covered: Explanation of why (normal wear, misuse, etc.) with parts purchase option
Step 3: Approval Notification
When your claim is approved, you receive an email with:
Confirmation number: Format SO#XXXXXX (e.g., "SO#161021")
Coverage details:
- "Based on your purchase date ([date]), your unit is covered for parts."
- Shipping status: Free or $15-$20
For claims requiring shipping payment:
"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."
Next steps: Parts will be ordered and prepared for shipment.
Step 4: Parts Processing (1-2 Weeks)
After approval, CENTR processes your replacement part order:
- Part ordered from warehouse inventory
- Quality checked before packaging
- Prepared for shipment with your shipping address
- Packaged securely for safe delivery
Timeline: 1-2 weeks from approval to shipment (support expedites when possible, especially for urgent situations)
During this time: Parts are being procured and prepared. You don't need to do anything - support will notify you when parts ship.
Step 5: Shipment Notification
When your replacement parts ship, you receive an email with:
Tracking information:
- Tracking number
- Shipping carrier (usually UPS or FedEx)
- Direct link to track your shipment
- Estimated delivery date
Example notification: "Your replacement parts have shipped. Tracking: 1Z999AA10123456784. Estimated delivery: 5-7 business days."
Standard delivery time: 5-7 business days from ship date to delivery
Step 6: Parts Delivery
Your replacement parts arrive at the shipping address you provided.
What's included:
- Replacement part(s) needed for your equipment
- Packaging to protect parts during shipping
- Packing slip with part numbers and confirmation number
What's NOT included:
- Installation service (you install yourself)
- Detailed installation instructions in package (available online)
- Tools for installation (use common tools you have)
You do NOT need to return the damaged part unless CENTR specifically requested it (rare).
Step 7: Installation
You install the replacement part yourself using available resources.
Installation resources:
- Product manuals: https://inspirefitness.com/pages/product-manuals-and-videos
- Parts diagrams: Show where part connects and how to install
- Assembly videos: Some models have video guides
- Support help: Email or call if you need installation guidance
Typical installation:
- Remove old/damaged part
- Install new part following manual diagrams
- Secure with bolts/fasteners as shown
- Test equipment to ensure part works correctly
Need installation help? Contact [email protected] or call 714-738-1729 for guidance.
Throughout the Process: Communication
CENTR support keeps you informed at key stages:
You WILL receive emails for:
- Claim confirmation
- Warranty approval or denial determination
- Shipment notification with tracking
You do NOT need to:
- Call repeatedly for status updates
- Create online account or check portal
- Fill out additional forms
- Schedule appointment or arrange pickup
All communication happens via email automatically.
If Your Claim Is Denied
If your warranty claim doesn't qualify for coverage:
- Explanation provided: Why the issue isn't covered (normal wear, out of warranty, misuse, etc.)
- Parts still available: Out-of-warranty purchase option with pricing
- Quote timeline: Pricing provided within 2-3 business days
- Your choice: Proceed with purchase or decline
Even if warranty doesn't cover your situation, you can still get the parts you need.
Out-of-Warranty Parts Purchase Process
If you're outside warranty or issue isn't covered, the process becomes:
- Support provides part pricing (cables $20-$40, straps $20, hardware $6-$20, etc.)
- Shipping cost added ($15-$20 typical)
- Secure payment link emailed within 2-3 business days
- You pay via secure link
- Parts ship within 1-2 weeks after payment
- Same tracking and delivery process as warranty claims
Tracking Your Claim Status
To check status of your warranty claim:
- Use your confirmation number (SO#XXXXXX) in email subject
- Email [email protected] with "Status Update - SO#XXXXXX"
- Typical response: within 1 business day
What to expect at each stage:
- Days 1-3: "Your claim is being verified"
- Days 3-10: "Your parts have been approved and are being processed"
- Days 10+: "Your parts have shipped" with tracking number
Timeline Summary
Missing Parts: 1-2 days to ship, 5-7 days delivery = 6-9 days total
Damaged Parts (In Warranty): 1-2 days verification + 1-2 weeks processing + 5-7 days delivery = 2-3 weeks total
Shipping Damage: Variable (2-4 weeks) due to carrier claim coordination
Out of Warranty: 2-3 days quote + payment + 1-2 weeks processing + 5-7 days delivery = 2-4 weeks total
Need Help?
Throughout the warranty claim process, CENTR support is available:
Email: [email protected]
Phone: 714-738-1729
Hours: Monday-Friday, business hours (Pacific Time)
Don't hesitate to reach out with questions about your claim status, installation help, or any concerns during the process.