Frequently Asked Questions

What can we help you with?

 

Do you offer financing or payment plans?

SOLE offers financing on approved purchases through Shopify Installments.

 

Do you offer price matching?

Sole offers a Price Match Guarantee on products purchased directly from www.soletreadmills.com within 7 days from the date of original purchase. If the same product is sold at a lower price within this timeframe, you may be eligible for a refund of the price difference. This guarantee only applies to products purchased from Sole Fitness directly. 

Products purchased from 3rd party retailers are not eligible.

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

 

What is your return policy?

SOLE proudly offers a 30-day 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. Return Requests must be initiated within 30 days of receiving your product to be eligible.

Any completed delivery services, such as Room of Choice, Assembly, or additional carrier access fees associated with the original delivery are non-refundable. 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 > Return Request and fill out the form.

 

What type of warranty does my equipment come with?

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

Support > Customer Service > Return 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 provider networks 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. 

 

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