Why can't I find my order?
In order to be able to view orders after they have been placed, it is necessary to create a customer account before placing an order or to log in if you already have a customer account. 
If you order as a guest, a subsequent assignment of your order to the customer account is no longer possible.
I would like to create a customer account. 

What is my order status?
Our staff will do their best to get your order on its way as quickly as possible. You will receive an order confirmation as soon as we receive your order. So that you always know the current status of your order, we will send you another mail with information about delivery time and parcel label number!

1-2 working days - no status
Order confirmation
Tracking code

An item is not available, when will it be available again? 
Unfortunately this item is not in stock. If you want, we will inform you when the item is available again.
Please enter your e-mail address. You will receive an email to confirm the notification.

I forgot my login details, what now?
Via the link: "Forgot your password" you can change your password.
Please enter the email address you used for registration in the field provided. You will immediately receive an email with a password that you can use to log in to your account, and then set your own new password.
If you have forgotten the email address you used to create your account, simply log in as a new customer. If you are using an email address that is already in our system, proceed as described above for "Forgot password".

I can no longer log in to my customer account, what can I do?
Please make sure that your data is correct, this concerns your eMail address and the password. Upper and lower case or blanks in the password can lead to problems. 
If the information is correct and you still can't log in, please contact us at info@fitstore24.com.

How can I change my email address?
In your customer account under "Change account data" you can enter a new email address and also change the password. 

Can I delete my account?
If you want to delete your account including your personal data, please send us an email to info@fitstore24.com.
Please use the same email address that you used for your account, so that we can be sure that it is really your account. 
After deleting the account you will receive a confirmation email. 

What payment methods do we offer?
We accept the following payment methods, which you can freely choose in the order process: Invoice, Bank transfer, Cash on delivery in Austria and Germany, Credit card (Visa, Mastercard), Sofortüberweisung, Amazon Pay, Financing, At pickup (cash, credit card, debit card).

What are our bank details?
We will be happy to provide you with our bank details, as well as IBAN and BIC for payments from abroad, by email if required.

Problems with payment, what to do?
There are many reasons why problems with payment can occur. In most cases the problem lies with your respective financial service provider, so it is best to contact the financial service provider directly, as we as a merchant do not receive information from customers for data protection reasons.
 

Can accessories be mounted on the bike?
Modifications can be mounted on request and at extra cost. 
Mounted on request; 
Modifications at extra cost and on request. 

What pre-settings are made on the bike?
The following pre-settings are made on the ordered bicycle:
Adjust gearshift

• Check and adjust brakes
• Check screw connections
• Test by the mechanic 

For you it only means: unpack the bike, straighten the handlebars, tighten the screws and mount the pedals (if included). More detailed information about the assembly can be found in the enclosed assembly sheet or on the homepage under: Assembly aids

What are the handling and shipping costs?
You will not find any hidden costs, such as processing costs, minimum quantity surcharge, etc. with us. We only charge shipping costs, which are structured as follows:

Shipping costs Europe: Up to an order value of EUR 150,- there are shipping costs of EUR 6,- in the EU. From an order value of EUR 151,- we deliver free of charge.
Shipping costs Switzerland: Up to an order value of EUR 249,99 shipping costs of EUR 25,- are charged and have to be paid by the buyer. When shipping bulky items, we reserve the right to charge the actual shipping costs. 
You can find more information here. 

Which transport company will deliver my goods?
The selection of the logistics partner is based on the size of your products. Equipment and piece goods we deliver with the forwarding agency SCHENKER, small items and parcels are sent by parcel service.
Bicycles are shipped internationally with GO-Express. The specialist for bicycle shipping. The delivery takes place after telephone advice.

Can I track the shipment?
You will receive an automatic shipping confirmation, which includes the tracking code for shipment tracking.
The tracking updates itself in 24-hour intervals.

What delivery time should I expect for the bike I ordered?
Our delivery times vary depending on the item group and country. Below we have compiled an overview of the current delivery times.

BICYCLES & E-BIKES
Bicycles and e-bikes are shipped by us with the special logistics company GO! Express. GO! will contact you by phone to arrange the delivery date.

Delivery time (including bike pre-assembly by the Fitstore24 team)
Within Austria: 3-6 business days
Delivery to Germany: 4-7 working days
Rest of the EU: 6-9 working days

BIKE ACCESSORIES, SMALL PARTS AND SMALL-FITNESS EQUIPMENT
The shipping of clothing, accessories, bike racks, watches and everything that fits in a box is done by parcel service (UPS/GLS).

Within Austria: 2-3 working days
Delivery to Germany: 3-4 working days
Rest of EU: 3-5 working days

FITNESS EQUIPMENT AND SHIPPING ITEMS
Heavy items like rowing machines, power stations, ergometers, treadmills and weights over 30 kg will be shipped by forwarding agency (DB Schenker). The forwarding agency will contact you for a delivery date.

Within Austria: 3-5 working days
Delivery to Germany: 6-7 working days
Rest of the EU: 7-9 working days

How will my bike arrive?
The bike arrives safely and well packed. As a rule, only the handlebars need to be straightened and tightened and the pedals need to be mounted. 
You can find detailed instructions online at: Assembly helper

Is my package insured?
Yes, every package!

The package could not be delivered, what now?
If the first delivery attempt was not possible for any reason, you will receive a tracking notice whether a second delivery attempt will be made. 
If this is not the case, the parcel will be forwarded to the nearest parcel store.
In the case of freight forwarded goods that could not be delivered, the freight forwarder will contact you. 

What should I pay attention to when taking over the parcel?
When taking over the parcel, please first check it for damage. If the package should show clear damages, refuse the acceptance. The package will then automatically be returned to us. 
You can then decide whether the goods should be delivered again or the order should be cancelled. 

If you still accepted the damaged package, we ask you to document the damage to the packaging and also to the item with photos, so that we can claim the damage from the delivery company. 
Please contact our customer service. 

Shipping to Switzerland
Information about shipping to Switzerland can be found here. 

Delivery to non-EU countries
For delivery to non-EU countries the costs for shipping, customs etc. have to be paid by the customer. 

My fitness equipment or bike was damaged during delivery, what now?
In case of minor defects we can send you spare parts. After receiving the parts, we can explain further steps to you via phone support. If it is a bigger problem, we would have to pick up the equipment. Within the warranty period of 24 months, we can pick up any major device in case of a warranty claim.

If, contrary to expectations, the package arrives damaged, please document the damage as best you can with photos and also note the damage on the waybill when the package is delivered by the shipping company. Please send the photos with a short description of the damage to office@zanier.at or info@fitstore24.com.
We will take care of the case immediately. 

Is there an assembly service for fitness equipment?
For more information click here.
 

How can I return the ordered goods?
If you want to return goods, contact our customer service. 

The delivery is not complete, what now?
If the delivery is not complete and parts are missing, contact our customer service.

Is there a charge for a return?
Returns are usually not subject to a fee if the return is made within 14 days of receipt of the goods.

How do I get a return slip?
Please request the return slip from customer service.

How long can I return the goods?
In general, the return period is 14 days.
Excluded from the return are hygiene articles (e.g. chest strap, underwear, socks...).

My bike, fitness equipment or infrared cabin is broken, what now?
In case of minor defects we can send you spare parts. After receiving the parts, we can explain further steps to you by phone support. If it is a bigger problem, we would have to pick up the equipment. Within the warranty period of 24 months we can 
pick up any major equipment in case of a warranty claim. 
Service contact - fitness equipment / infrared cabins: info@fitstore24.com, Tel: +434852 68866301
Service contact - bicycles: info@fitstore24.com, Tel: +434852 68866302 

What warranty do I have?
Technical products have a manufacturer's warranty of 24 months.