Frequently Asked Questions

What can we help you with?


Do you offer financing options or payment plans?

Yes. SOLE offers financing on approved purchases through Shopify Installments.


Do you offer price matching?

Yes! SOLE will match the final price on equipment sold through authorized dealers with the following conditions. The product is the same model, the same year, and in NEW condition. The matched price is inclusive of any and all costs being charged by the authorized dealer as part of the sale. This includes shipping charges, applicable taxes, handling fees, as well as any other costs the customer will incur when checking out. If we are unable to verify the price at the final checkout screen we may not be able to match it. The request to price-match is made within 7 days from the date of original purchase.

Special promotions and other deals specific to our authorized dealers may not apply.
Price Matching excludes: Gift cards, coupon codes or promotional offers with an expiration date. 
These offers may not be combined with any other coupons or discounts.

For more details, please call our customer support line or email info@soletreadmills.com


Can I return or exchange my equipment if it doesn't meet my expectations?

SOLE proudly offers a satisfaction guarantee on all our products!  Give it your all for 30 days and if you're not completely satisfied with your equipment, you can return it. A Return Request must be initiated within 30 days to be eligible for a return. The 30 days starts from the date received for curbside deliveries, or the date assembled if you paid for that upgrade. 

For more specific information please reference our Guarantee Page.


Returns using Truemed

If you plan to use a personal credit card for payment, please contact Trumed prior to completing your purchase to obtain a comprehensive guide on reimbursement procedures. You can reach them at support@truemed.com.

 

How do I submit a Return Request?

Please go to Support > Forms > Return Request and fill out the form.


What type of warranty does my equipment come with?

SOLE offers a comprehensive warranty on all of our products. We are dedicated to resolving any issues you may have. If you encounter an issue with your equipment, please contact our warranty team for support. 

Please go to Support > Forms > Warranty Request and fill out the form.

Please remember to have your serial number and purchase information handy when you contact us. Also, please keep in mind that the warranty only applies to the original purchaser as our warranties are non transferable. 

* To ensure that we can meet your expectations and provide you with the best possible service, we kindly request that if you reside in a rural or hard-to-service area, please reach out to us prior to making a purchase. This will allow us to discuss and confirm our network and availability in your area. 


Where do I locate my serial number?

Your serial number is a 16-digit number printed on a burgundy sticker above the barcode.  Please provide all numbers and/or letters printed on this sticker. 

(Example: 5638860606000024)

  • Treadmill serial numbers are located on the front lower base of the unit.
  • Elliptical serial numbers are located on the mast just below the flywheel cover. 
  • Spin bike serial numbers are located on the backside of the chain cover.
    Upright/Recumbent bike serial numbers are located at the base of the console mast just under the cover.

What type of general maintenance is recommended? 

To ensure optimal performance and longevity with your fitness equipment, proper general maintenance is required. 

  • GENERAL CLEANING - Keep the area around your equipment free from dust & debris. Vacuum underneath your treadmill or elliptical to prevent buildup. Once a year you should remove the black motor hood and vacuum dirt that may accumulate.

Clean the belt and deck of your Sole treadmill with a soft, damp cloth. Avoid using harsh chemicals as they can damage the belt and deck material. Make sure to dry the areas thoroughly after cleaning.

  • BELT/DECK LUBRICATION- It's recommended to lubricate your Sole treadmill every 90 hours of use or every 3 months, whichever comes first. See owner’s manual for approved lubricant and how to apply. 
  • TREAD-BELT TRACKING ADJUSTMENT- If the belt is off-center, you can adjust it by turning the left rear roller bolt clockwise to move the belt to the right, or counterclockwise to move it to the left. Make small adjustments and check the belt position before making further adjustments.

Please refer to your Owner’s Manual for specific maintenance instructions, safety precautions and troubleshooting tips. 

 

What are the Terms and Conditions for the current Coupon Codes? 

    For Welcome50

    • For Online Only
    • $50.00 off All Products
    • Applies once per order
    • Code must be entered during checkout on the website.
    • Minimum purchase of $500.00 required
    • Only applicable to customers who haven't purchased before
    • One use per customer
    • Combines with product discounts
    • Does not combine with other coupon codes

    Promo codes do not apply to purchases made through authorized dealers.

    For more details, please call our customer support line or email info@soletreadmills.com 

    Free Shipping

    All of our orders Include Complementary Curbside Shipping with every order

    Customer Service

    You may contact our Customer Service Representatives at: info@soletreadmills.com

    Secure Payments

    We use the Highest Industry Standard Encryption on all the data we process.