FREQUENTLY ASKED QUESTIONS
FAQS
General
What payment methods do you accept?
We accept Visa, Mastercard, Zip Pay and PayPal payments
I want to test your hardware items before I purchase, is there a showroom I can visit?
Yes! We have a showroom in our QLD warehouse.
Please contact info@solefitness.com.au and let us know what model you would like to try so we can schedule a time.
If you are not in QLD, please contact us on info@solefitness.com.au and we will put you in touch with a store in your area.
I entered the wrong delivery address, can I change it after my order has been placed?
If this happens, please email: info@solefitness.com.au ASAP so that we can swap over the delivery address. Once you have received your dispatch notification, we cannot change your delivery address.
My order arrived damaged, what do I do?
If your order has been damaged in transit, please take photos of the damages and email us at: info@solefitness.com.au
We will review the photos and email you back with your options. Damaged items are dealt with on a case by case basis and refunds will not be given without viewing photos of the damages.
Technical support and maintenance
I misplaced my user manual, where can I get a replacement?
All user manuals can be downloaded from their product listing on this website.
If you are after a old Sole Manual, please search our manual directory located at solefitness.com.au/sole-product-manuals
I’m having trouble assembling my new product, can anyone help?
We have a extensive range of Assembly videos available on our Youtube channel. If you cannot find your product, please lodge a service request at bfe.com.au/service
A member from the service team should respond to you within 1-3 business days.
How do I maintain my treadmill / bike / cross trainer / rower?
- Treadmills: We recommend using the Lube and Walk roughly every 4 – 6 months. Products Available: Lube-N-Walk and Deluxe Lube-N-Walk
- Cross Trainers: Your Cross Trainer will come with a small bottle of lubricant. Wipe over rails every 4 – 6 months. Please email spares@bfe.com.au to order.
- Bikes & Rowers: Wipe over your Bike / Rower with a damp cloth to remove dust / dirt every 4 – 6 months.
All hardware products are recommended to be purchased with a protective Floor Mat.
We also have maintenance videos available on our Youtube channel.
I’m having a problem with my machine, what do I do?
Please check the back of your user manual in the troubleshooting guide to see if that will solve your problem. We also have a range of troubleshooting videos available on our Youtube channel.
If these don’t help, please lodge a service request at bfe.com.au/service.
A member from the service team should respond to you within 1-3 business days.
I’m missing parts from my machine or need spare parts.
Please lodge a service request at bfe.com.au/service
A member from the service team should respond to you within 1-3 business days.
Please make sure that you have your serial number so that our service centre supplies the correct part
If your product is under warranty, please have a scanned or photocopy of your purchase receipt to send to our service centre
I am in need of a technician to come to my house and assemble / service / replace parts on my machine.
Please lodge a service request at bfe.com.au/service
A member from the service team should respond to you within 1-3 business days. and they will be able to direct you to a service technician in your area.
Shipping and postage
Do you ship internationally?
Unfortunately, we can only send to Australian addresses. To find out where to get products in your country, please visit the brand’s international homepage.
Can you send to PO Boxes / Parcel Lockers?
Yes! We can send to all PO Boxes or Parcel Lockers. If you have ordered a large / heavy item (Treadmill, Cross Trainer, Bike etc), you will need to provide a home address as the courier will not be able to deliver this to a post office.
How much does postage cost?
Postage costs vary depending on the total weight of your order. You can see the total postage amount when you go into your shopping cart. You will need to add your state and postcode into the shipping calculator before it will calculate the postage cost for your order.
How long does it take for orders to be shipped?
Orders leave our warehouse Monday – Friday (except public holidays). Orders will usually leave our warehouse 1 – 2 days after your order has been placed and payment has been received.
Note. Orders may take longer to dispatch during busy times, such as Christmas and national holidays
How long will my order take to be delivered?
Orders will take up to 1 week to arrive from our Brisbane warehouse depending on your location.
During busier times of the year (Christmas etc) orders make take up to 2 weeks to arrive.
Tracking numbers will always be provided on the shipment confirmation. If you have not received your tracking number, please contact us on 02 4648 0800 or email us at: info@solefitness.com.au
Will the courier call me before delivery?
Small accessory orders are sent with Australia Post. These orders will either be left in your mail box or a collection card to pick up from your local post office.
If you have ordered large and heavy items, the courier will contact you prior to delivery.
Please ensure that if you have ordered a large / heavy item to enter in a contact number when you are placing your order.
I entered the wrong delivery address, can I change it after my order has been placed?
If this happens, please email: info@solefitness.com.au ASAP so that we can swap over the delivery address. Once you have received your dispatch notification, we cannot change your delivery address.
My order arrived damaged, what do I do?
If your order has been damaged in transit, please take photos of the damages and email us at: info@solefitness.com.au
We will review the photos and email you back with your options. Damaged items are dealt with on a case by case basis and refunds will not be given without viewing photos of the damages.
Pre-Orders
How do Pre-orders work?
When placing a Pre-Order for a Sole Fitness product, you will be required to pay the full price of the product (+ freight) at the time of order. Products will be shipped according to the order in which the Pre-Order was advised. For more information, please refer to our Pre-order Policy.