KEISER COVID-19 UPDATE
Updated: 20 August, 2020
It has been an extraordinary few months as our world faces historic challenges. At Keiser, we exist to help others and remain committed to serving our customers and supporting our community during this uncertain time.
As a manufacturer of equipment for medical facilities, military facilities and residential customers, Keiser remains open and shipments of equipment will be fulfilled as quickly as possible. We are experiencing some production limitations due to COVID-19, the details of which are below.
Additionally, Keiser is following the guidance of the CDC and State of California health officials to take the steps necessary to protect our staff and customers.
Please check back here for updates as the situation evolves.
FREQUENTLY ASKED QUESTIONS
Q: How soon can I get cardio equipment?
A: We are currently back to typical lead times for orders placed on Keiser.com. Orders are shipped within 5 business days of purchase, which means you will receive your product in 1-2 weeks. Please note this applies only to purchases made on Keiser.com shipping to the Unites States and Canada.
The only exception will be the M5i Strider, which is temporarily out of stock. If you send an email to email@example.com, we can add our name to a waiting list to be contacted when the M5i becomes available again.
Q: Do you know if there are delays with Fedex?
A: You'll want to contact your local Fedex terminal for up to date information, though at the moment Fedex Ground shipments are operating with minimal delays.
Q: I have already placed an order, can I get an update?
A: Your order confirmation email will have your projected ship date, you will receive tracking by that date or sooner. If your projected ship date has passed, please send an email to firstname.lastname@example.org and we will look into the delay at once.
Q: Am I able to speak directly to a Sales Rep?
A: All of our Sales Reps are available to assist our commercial customers or for any items you can’t buy in our online store. To find your rep please click here.
Q: Is there a place I can try your cardio equipment?
A: Due to the mass shutdown of most exercise facilities this is more complicated than usual. There may not be a local option, though we do have a 30-day return policy in the event your purchase doesn't work out.
Q: What is your return policy?
A: You can return your product for any reason in the first 30 days. Once received, you will receive a refund less the cost of replacing damaged parts, if any, and return freight.
We will see if we can get a service technician or sales rep to pick up the cycle fully assembled. If this isn't an option, you can disassemble the cycle and repackage it for Fedex pickup. If your product cannot be picked up locally or disassembled and re-packaged for pickup, it will have to be picked up fully assembled.
Local pick up return freight: $185
Fedex pick up return freight: $185
Assembled return freight: Rates available upon request, varies city to city
Please note this applies only to purchases made on Keiser.com shipping to the Unites States and Canada.
Q: Are you running any promotions right now?
A: Yes! Currently, our M3i is shipping for free along with the media tray, stretch pads, and Polar heart rate monitor when you purchase online. You will also receive a $50 discount on the Assembly and Maintenance Kit and a $29 discount on the M Series Converter if ordered with your M3i online. Please note this applies only to purchases made on Keiser.com. Free shipping applies to orders shipped to the continental US only.
Q: Do you have any refurbished bikes available?
A: We inspect and qualify our returned equipment on a revolving basis, please feel free to give us a call to inquire!
Q: Do I need the Assembly and Maintenance kit?
A: While the kit is helpful in the assembly of your bike, you can source the tools elsewhere if desired. The kit has no proprietary tools.
Q: I have other questions, where can I find more information?
A: Please find Phone, Chat, and Contact support resources here.