FAQs
Answers to the questions we hear most about ordering strength and fitness equipment from TrailOcean. If you need anything else, contact us at [email protected] or call +1 212 758 5700.
What does TrailOcean sell?
TrailOcean is an online store for strength and fitness equipment. Our catalogue covers Olympic barbells, dumbbell sets and racks, power rack attachments, cable machine attachments, storage racks and infrared saunas from brands including Body-Solid, TKO, York Barbell, BodyKore, Fringe Sport and Synergee.
Where do you ship?
We ship to addresses in the United States only. We do not currently ship internationally.
Is shipping free?
Yes. Free standard shipping applies to every order, with no added shipping fees at checkout.
How long will my order take to arrive?
Orders are processed within 0–2 business days, Monday to Friday. Orders placed after the 5:00 PM (EST) cut-off are processed on the next business day, and orders are not processed on weekends or public holidays. Shipped orders arrive within 3–5 business days, for a total delivery time of 3–7 business days. See our Shipping Policy for full details.
How do I track my order?
When your order ships, you will receive a confirmation email with a tracking number. You can also track your order on our Order Tracking page using the Order ID from your confirmation email and the billing email you used at checkout. If you have not received a tracking email within 2 business days, please contact us.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, JCB, Discover, Diners Club and Apple Pay. All payments must be made in full at the time of purchase. We do not offer payment plans or installment billing at this time. See our Payment Policy.
Can I cancel my order?
You may cancel your order within 30 minutes of placing it by sending us an email at [email protected], including your order number. Once an order has shipped, it cannot be canceled, but eligible items may be returned under our Refund & Return Policy. See our Cancel Order Policy for full details.
What is your return policy?
Returns are accepted within 30 days of the delivery date for items that are unused, in their original condition and in their original packaging, including all parts, manuals and accessories. Returns are made by mail only; we do not accept in-store returns. A prepaid return label is provided for eligible returns, and there is no restocking fee. If a return is due to a customer error or a change of mind, the return shipping cost may be deducted from your refund.
What if my item arrives damaged or defective?
Please contact us within 7 days of delivery with clear photos of the damage and your order number, sent to [email protected]. We cannot issue a refund, replacement or credit for a damaged or defective item without photographic proof.
Do larger items need assembly?
Larger items, such as racks and saunas, may need to be put together after delivery. Follow the instructions included with your product, and contact us if any part is missing or damaged on arrival. TrailOcean does not offer an assembly service.
How do I return a heavy item?
Heavy strength equipment is returned the same way as any other eligible item: by mail, using the prepaid label provided for eligible returns. Repack the item securely in its original packaging, attach the label and drop it off at the carrier location shown on the label. If your label is misplaced, contact us and we will help.
How do I contact TrailOcean?
You can reach us by email at [email protected] or by phone at +1 212 758 5700. Our address is 57 E 57th St, New York, NY 10022, USA. You can also visit our Contact Us page.