I just placed my order. I need to change something/add something to it. Can I do that?
Unfortunately, we cannot make any adjustments to an order once it has been placed. Please place a new order with the correct item(s) and then email help@ballytotalfitness.com immediately to request that your original order be cancelled. However, if the order has already been shipped, it cannot be cancelled. At this point, please follow the regular return process.

I received my order and want to return it. How do I do that?
Please visit our Returns & Exchanges information page.

I received my order and I want to exchange it. Can I do that?
Please visit our Returns & Exchanges information page.

Do I have to pay for shipping on my return?
Please visit our Returns & Exchanges information page.

Can I return anything?
Please visit our Returns & Exchanges information page.

Do you do price adjustments?
We unfortunately do not honor price adjustments. To keep up with our sales we suggest you sign up for our email newsletter to always stay up to date with current deals and specials.

Have you received my return item(s)?
As soon as your return item(s) have been received and checked in by the Bally Total Fitness warehouse, you will be issued a refund (or store credit) and sent a confirmation email. If you have not received this email, then your return has not yet been checked in. If you believe your return package has been received and you have not yet been refunded or credited, please send an email to help@ballytotalfitness.com so that we can get this sorted out for you.

I can't place my order! The site does not accept my billing address. I see an error code which reads "AVS MISMATCH".
This error code is due to a mismatch between the billing address entered at checkout and that of the billing address registered with your bank. Our site is ultra-sensitive, for security purposes, so a detail as small as a capital letter instead of a lowercase letter of "avenue" instead of "ave" may be the reason for this. Please contact your bank for your EXACT billing address and enter this information. This should solve your problem. If you continue to experience technical issues, please feel free to give us a call at 1.855.666.7397.

I placed an order and it was declined. I received a message that stated that the order did not go through because it was a duplicate transaction. Why did this happen and what can I do?
If you placed an order and it does not go through because an error occurred (billing mismatch, incorrect credit card information, etc) you must wait at least 2 minutes before you try to place your order again. If you do not wait 2 minutes and place your order again, your order will automatically be declined because the order will be considered a duplicate transaction.

I received my order and it is incorrect! What do I do?
Please email help@ballytotalfitness.com as soon as possible with your order number and an image or detailed description of the incorrect item(s) you received.

I received my order and an item is damaged! What do I do?

Please email help@ballytotalfitness.com as soon as possible with your order number and an image and detailed description of the damaged item(s) you received.

I'm unsure about a size. How can I get help?
Please email help@ballytotalfitness.com with any questions regarding sizing. We will be happy to answer all sizing questions as well as provide a size chart for you.

I'm in love with something that's out of stock. Are you restocking it?
Once an item sells out on BallyTotalFitness.com, we rarely replenish stock. Please search to see if this product is available on any of our other online retailers. We also recommend that you sign up the Bally Total Fitness Newsletter to ensure that you are always informed when new merchandise is up on the site!

When will I receive my order?
If an order is placed before 12PM PST, it will be processed and shipped out that day. If your order is placed after this cut off time, it will be processed the next day. You will be emailed shipping confirmation as well as a tracking number as soon as your order has been shipped.

Why was my order cancelled?
If your order is cancelled, you will be informed immediately. Your order was most likely cancelled because the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will contacted within 24-48 hours and your card will be refunded. If your order contains additional items, these items will still be shipped to you. Only the unavailable item will be removed from your order.

I have a store credit. How do I use it?
Store credits are issued via email. When issued your credit, you will receive an email from help@ballytotalfitness.com containing a code. Enter this code at checkout to redeem your credit. If you are unable to find your original store credit email, please email us at help@ballytotalfitness.com and we would be happy to resend that information to you.

What payment methods do you accept?
At this time, BallyTotalFitness.com accepts all credit cards.

How long will it take to see my refund on my credit card?
Money will appear back in your account within 48 business hours.

Where can I track my order?
Please use the tracking number link we provide in your shipment confirmation email to track your order.

How do I sign up for the newsletter?
Our newsletter signup is located near the bottom of this webpage. Just click and enter your email address!