What if the part I need is out of stock?Updated a month ago

Quick Answer

If your needed part is out of stock, you'll be notified and can pre-order it. CENTR places you on a waiting list, and an invoice is sent when the part arrives back in stock. Example: FT1 cables ordered in October 2025 were back ordered until mid-November. You can choose to wait for restock, select an alternative part, or explore other solutions with support.

Back Order Process

When a part is temporarily unavailable, CENTR has a straightforward back order process.

Step 1: You're Notified Immediately

When you email [email protected] requesting a part that's out of stock:

Response time: Typically within 24-48 hours
You'll learn: The part is on back order and expected restock date
Example notification: "Unfortunately, the FT1 Cables are on back order and won't come in until mid November"

Why early notification matters: You find out immediately if the part you need isn't available, instead of waiting weeks to discover this after payment.

Step 2: Pre-Order and Waiting List

You have options when a part is back ordered:

Option 1: Wait for Restock (Most Common)

CENTR places you on the back order waiting list
Sales Order (SO) number is assigned and held
You are notified when parts arrive back in stock
Invoice is then sent (if out of warranty)
You proceed with payment and shipment

Advantage: You secure your order and don't lose your place in line. Payment doesn't occur until parts are actually in stock.

Option 2: Request Alternative Parts

Support can recommend alternative solutions:

Upgraded replacement parts (if compatible with your model)
Equivalent parts from newer models (if compatible)
Comparable parts from other equipment you own
Temporary workarounds while waiting for restock

When to choose this: You need a solution urgently and can't wait for back order.

Option 3: Cancel and Explore Other Options

You can cancel the pre-order without penalty
Support can help identify other solutions
Referrals to authorized distributors (if applicable)

Back Order Timeline: Real Example

From actual CENTR support tickets, here's a real back order scenario:

FT1 Cables Back Order (October-November 2025)

What Happened:

October 2025: Multiple customers requested FT1 cables
Status: "On back order until mid-November"
Process: Customers placed on waiting list with SO# assigned
Expected restock: Mid-November 2025

Timeline for Back-Ordered Customer:

Day 1: Email sent requesting FT1 cables
Day 2: Notified of back order status, expected mid-November
Day 28 (mid-November): Parts arrive in stock, invoice sent
Day 29: Payment submitted
Day 40: Part processed and shipped (1-2 weeks after payment)
Day 47: Part delivered (5-7 days shipping)
Total wait: ~45-50 days (6-7 weeks) vs. typical 2-3 weeks

Key point: You don't pay until the part is actually available and ready to ship.

Parts Commonly Subject to Back Orders

Based on actual CENTR ticket data, these parts are more likely to be on back order:

FT1 Cables (high demand, noted on back order in Oct-Nov 2025)
Specialty cables for older models (lower production quantities)
Console parts for treadmills (complex, lower demand)
Parts for discontinued models (manufactured on demand only)

Most commonly in-stock: FT2 upper cables, SCS cables, weight selector pins, pulleys, bench pads for popular models.

Restock Notifications and Waiting List

How the Waiting List Works

When you request a back-ordered part:

CENTR acknowledges: They know you need this part
SO# created: Sales Order assigned and held
Waiting list entry: You're entered in order received
Restock notification: When parts arrive, you're contacted about invoice/payment
Payment and shipment: Order proceeds normally once payment confirmed

Will You Get Notified Automatically?

Yes. CENTR will proactively email you when the back-ordered part arrives in stock. You don't need to check back or follow up repeatedly.

Timeline: Notification typically comes within 1-2 business days of parts arriving.

Alternative Solutions When Parts Are Out of Stock

If you need a part urgently and don't want to wait for back order:

Option 1: Request Compatible Alternatives

Example scenario: You need FT1 cables but they're back ordered until mid-November. Support can:

Recommend compatible cables if available (though most cables are model-specific)
Check if universal replacements fit your equipment
Suggest newer/upgraded cables if compatible

Option 2: Refer to Authorized Distributors

For some specialty parts, CENTR may refer you to authorized third-party distributors:

Example: B&M Distributor (530-526-4833) for certain specialty parts
Distributor may have parts in stock
You can order directly from them
CENTR will provide contact information if applicable

Option 3: Address Root Cause

While waiting for parts to restock:

Prevent further damage (adjust weight, reduce usage)
Perform maintenance (lubricate cables, clean pulleys)
Inspect for other issues while equipment is partially down
Plan installation for when parts arrive

Pricing and Warranty During Back Orders

Does Warranty Status Change While on Back Order?

No. If you ordered a back-order part and you're within warranty:

Warranty status determined at time of order (not time of shipment)
If within warranty when you placed order, parts remain FREE when they arrive
You pay shipping only (or nothing if within 2-year courtesy period)

Important: If your warranty is about to expire, don't delay ordering. Order the part immediately, even if on back order, to lock in warranty coverage.

Example Warranty Scenario

Equipment purchased: October 2024
You order part: October 2025 (within 1 year - warranty applies)
Part arrives in stock: November 2025 (now over 1 year)
You pay: $0 parts (warranty honored from order date) + $15-$20 shipping

This is why ordering immediately matters, even for back-ordered parts.

Out-of-Warranty Back Orders

If you're out of warranty and order a back-ordered part:

Pre-order price: Quoted at time of order
Final invoice: Sent when part arrives (should match quoted price)
You pay: Quoted parts cost + shipping ($15-$20)
Price guarantee: Price doesn't increase due to back order delay

Timeline Expectations for Back-Ordered Parts

Short Back Orders (1-4 Weeks)

Examples: Seasonal demand, manufacturer shipment delays
Estimated restock: "Within 2 weeks" or "by mid-month"
Total customer timeline: 3-4 weeks (notification + restock + processing + shipping)

Extended Back Orders (4-12 Weeks)

Examples: FT1 cables (Oct-Nov, approximately 4-6 weeks)
Estimated restock: "Mid-month" or "within 6 weeks"
Total customer timeline: 6-8 weeks (as per FT1 example)

Long Back Orders (12+ Weeks)

Examples: Specialty parts for discontinued models, console replacements
Estimated restock: "Will contact when available" (no specific date)
Customer options: Continue waiting OR pursue alternative solutions

For very long back orders (3+ months), support may recommend alternatives or referrals to distributors.

Managing Back Orders Effectively

What You Should Do

Save the back order notification: Keep the email with SO# and expected restock date
Prepare for shipment: Have your shipping address verified and ready
Watch for restock email: Restock notification will arrive within 1-2 days of parts arriving
Respond quickly to invoice: Submit payment promptly to avoid delays
Plan installation timeline: Know when you'll have time to install part when it arrives

What Support Does

Notifies you of back order status immediately
Provides estimated restock date (if available)
Holds your SO# without charge
Contacts you when parts arrive
Processes your order immediately upon restock
Ships within 1-2 weeks of payment

Common Back Order Questions

Will I lose my place if I wait to decide?
Your place is secured the moment you request the part via email. Even if you're thinking it over, your SO# is assigned and you're on the list. You can confirm your order when ready.

Can I cancel my back order if I change my mind?
Yes. Simply email support and request to cancel the back order. No penalty or fee. You only pay if you proceed with the order after restock.

What if the part is still not available after the estimated restock date?
Contact support for an updated estimate. Manufacturing delays happen occasionally. Support will provide revised timeline or suggest alternatives.

If I need the part urgently, can I pay a premium for expedited manufacturing?
This is not explicitly offered for standard parts. However, contact support to explain your urgent need. They may be able to explore options or suggest alternatives that are in stock.

Can I check back order status without emailing support?
You'll need to contact support with your SO# to check current status. Response is typically within 24-48 hours. Having your SO# ready speeds up the process.

Back Order Example Timeline Comparison

In-Stock Order (Typical)

Day 1: Order placed
Day 2: SO# and warranty confirmation
Day 12: Parts processed and shipped
Day 19: Parts delivered
Total: 19 days

Back-Ordered Part (FT1 Cables Example)

Day 1: Order placed
Day 2: Notified of back order until mid-November
Day 28: Restock notification and invoice
Day 29: Payment submitted
Day 39: Parts processed and shipped
Day 46: Parts delivered
Total: 46 days (approximately 6-7 weeks)

The Difference

Back-ordered parts take approximately 3-4 weeks longer than in-stock orders. The main delays are:

Waiting for restock (1-6 weeks depending on part)
Then normal processing + shipping (1-2 weeks)

Solutions if You Can't Wait

Ask support about alternatives: "Do you have any similar cables that are in stock?" (though often model-specific)
Temporary workarounds: Reduce weight, limit usage, perform preventative maintenance while waiting
Refer to distributors: Support can direct you to B&M Distributor or other authorized sources
Order now anyway: Even though back-ordered, your SO# is secure, and you don't pay until restock
Ask about priority processing: Explain your business/urgent need (e.g., gym owner needs equipment operational)

Still Need Help?

If a part you need is on back order, or to check the status of a back-ordered part:

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

Include your equipment model, serial number, part needed, and SO# (if you already have one). Support will provide current back order status and timeline.

Was this article helpful?

Yes