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Service & FAQ


 

Our services:
 

- Delivery with FedEx
 

- Free returns
 

- 30 days right to return
 

- Service hotline: 1-877-242-5676
 

- Service address: service.us@cybex-online.com

 


 

FAQ   

Credit Card (Visa, Mastercard, American Express)

PayPal

Apple Pay

 

1. Payment by Credit Card

When paying by credit card, the charge is made when the goods are shipped. We accept American Express, VISA, and MasterCard.
 

2. Payment by PayPal

You need a PayPal account to pay using the PayPal online payment service. If you choose this payment method, you will be redirected to PayPal for payment. The debit takes place when your goods are shipped.
 

3. Payment by Apple Pay

Apple Pay is a payment method offered by Apple Inc. To use Apple Pay, you must have activated the Apple Pay function (e.g. on your iPhone), identify yourself with your access data, and confirmed the payment order. The debit takes place when the goods are dispatched.
 

We have 2 different shipping methods, standard, and express. We charge shipping fees to the amount of $29 per order for the standard and $65 for the express shipping method which we deliver to you within the next working day.

You will receive an email when your goods have left our facility. If you still have not received your goods within a week of the shipping confirmation, please contact our Customer Service Department using our Contact Form or the Service Hotline.

For both types of shipping methods available in your state, the regular return delivery is generally free of charge. If you want to return your product(s) please access our Return Page.

IMPORTANT! Express shipping (next day) delivery is for orders placed until 1:30 pm. For Alaska and Hawaii we only have express shipping. 

Using the tracking number provided with the emailed shipping confirmation, you can track the shipment 24 hours after dispatch at our tracking order webpage, at www.fedex.com, or in your Account.

Unfortunately, due to automated processing, it is not possible to add additional items or change the delivery address after the order has been placed.

Unfortunately, we do not currently offer an exchange service.

You have the option of returning items to us within 30 days after delivery after requesting a return label from our Customer Service Department. After receiving and inspecting the returned goods, the value will be credited to you.

You are welcome to order new items from the selection of products in our CYBEX Online Shop. 

Whoever chooses to purchase a product from us should rightly expect our superb CYBEX quality. Nevertheless, should your delivery not meet your expectations or be defective, please contact our Customer Service Department.

Naturally, you can claim defective goods with us within the scope of your statutory warranty claims. Please also read our Terms of Sale and Terms of Use. Please note that this only applies to goods purchased from the CYBEX Online Shop and not any third-party vendors.

For questions regarding customer complaints or any other matter, our Customer Service Department will gladly assist and advise you – as you should always expect from CYBEX.

Customers may return items free of charge by simply requesting a return label.

You can do this by going to our return processing page and taking the following steps:

Provide your email address, order number, and zip code of the billing address.

1. Validate that this is the correct order and click on "Return items".

2. Select the articles to be returned and enter the reason for the return. (Note that a return area and a return reason must be specified in this step)

3. After making the selection, click on “Continue”.

4. Review the return items and click on "Continue".

5. A pop-up with return information will be shown, after reading carefully, click on "Generate Label".

6. You will receive the corresponding number of return labels that are necessary for returning the selected items.

7. You can print out the return labels directly from the website. You will also receive this by email and can print out the labels at a later date.

8.Pack the items in their original packaging and seal them securely.

Notes:

- Please attach a separate return label to each box being returned.
- Please bring the package(s) to the delivery point of the shipping service provider within 7 days of submitting the return request. 
- You will be notified by email when the return is registered in the warehouse. The reimbursement of the purchase price can take up to 7 days after receipt of the return in the warehouse.
- In the event of a complaint within the warranty period, please contact customer service.

Important! The returned items must be in their original condition. The products must only have been used to the extent that is necessary for their inspection, in the same way, that products in a physical retail store can be reasonably inspected prior to purchase. We cannot resell any returned items showing signs of wear. In this respect, we reserve the right to deny claims for compensation. 


You can prevent damage during transit by carefully packaging the goods.   

If possible, we kindly ask that you use the original packaging. This will ensure that the package is wrapped safely and is also more environmentally friendly.

Once we receive the returned item in the warehouse, we will check it to ensure that the return is eligible for a refund. If the item is in its original condition, you will receive a full refund for your purchase. This will be done within 7 business days, using the same payment method that you used to pay for your purchase.

Important! If you ordered with express shipping, these costs will not be refunded.

First, please check if you are registered as a customer at the CYBEX Online Shop. If you are a newsletter subscriber or if you checked out as a guest, you will need to create an account. 

If you do not see the email in your inbox, please check the spam folder. If you did not receive an email please contact our Customer Service Department using the Contact Form or the Service Hotline.

Please apply directly to our job postings on the careers page of our website.

Like many companies worldwide, we’re experiencing severe difficulties with our logistics and freight operations. In order to deal with these difficulties while continuing to deliver the same high level of quality to our customers, we have increased the recommended retail price of our products as of April 11th, 2022. We ask for your understanding during this challenging time.