FREQUENTLY
ASKED
QUESTIONS
General & Services
Q: Where is your gym equipment manufactured?
A: We are proud to state that our strength sections are manufactured locally in Mohali, Punjab, India. This ensures high-quality craftsmanship and reliable availability.
Q: I am planning a new gym. Do you offer assistance with the design?
A: Yes, we provide gym layout planning services to help you maximize your space and create an efficient, professional workout environment.
Q: Do you offer interior design services for gyms?
A: Yes, we provide interior design services. Please note that these are customized, service-based offerings aimed at enhancing the aesthetic appeal of your gym.
Q: Can I customize the color of my equipment?
A: Yes, custom colors are available. However, please note that dual-color or custom-color orders require an additional 2 weeks for delivery beyond the standard timeline, and may incur additional cost.
Warranty & Coverage
Q: What constitutes the warranty on your equipment?
A: Our standard warranty coverage includes:
-
Frame: 7-year structural warranty (excluding weights).
-
Mechanical Parts: 1-year standard warranty on bearings, catchers, pull pin locks, and adjustment knobs.
-
Electronic Parts: 1-year standard warranty on drives, incline motors, PCB cards, MCB cards, and displays.
-
Cables & Pulleys: 6-month standard warranty under deemed normal usage.
Q: Is there a warranty on consumables or wear-and-tear items?
A: No. Parts such as plastic, rubber footrests, stickers, treadmill covers, and cardio main cables do not carry a warranty as they can be damaged through normal wear and tear or mishandling.
Q: Do weight plates and dumbbells come with a warranty?
A: Yes, dumbbells and weight plates carry a 6-month warranty. Please note that they may have a weight tolerance level of +/- 5% to 7%.
Q: Are there specific electrical requirements to maintain the warranty on cardio equipment?
A: Yes. A 4 KVA Servo Stabilizer (with Auto Cut and Time Delay features) is required for all treadmills and Stairmasters. Failure to install this will void the warranty. Additionally, proper earthing is mandatory on all floors.
Ordering & Payment
Q: Is there a Minimum Order Quantity (MOQ) to qualify for commercial pricing?
A: No, all equipment in our commercial segment qualifies for commercial pricing, regardless of order size.
Q: What are the payment terms for placing an order?
A: We require a 50% advance payment along with the purchase order. The remaining 50% balance must be cleared against the Performa Invoice 7 days prior to dispatch.
Q: Can I pay in cash?
A: No, we do not accept cash payments. Any cash deposited directly into our bank accounts will be forfeited to comply with Section 269 ST of the Income Tax Act. Accepted modes include Pay Order, Demand Draft, Cheque, NEFT, or RTGS.
Q: Can I claim GST input credit?
A: Yes, to avail of GST input credit, the buyer must provide their GST number before the tax invoice is generated.
Q: Can I modify my order after booking?
A: Yes, modifications are possible within 15 days of booking. Beyond that, changes could lead to delays in dispatch.
Q: Can I cancel my order after booking?
A: No cancellations or refunds of token/advance payments are permitted once the Advance and Purchase Order have been issued.
SHIPPING & DELIVERY
Q: What is the estimated delivery time?
A: Standard delivery takes up to 45 working days from the date of the order.
Q: Do you export equipment internationally?
A: Yes, we ship globally. Please contact our sales team for specific details regarding shipping terms, customs, and duty structures for your region.
Q: Do you offer tracking for my shipment?
A: Yes. Once your order is dispatched, you will be connected with a dedicated logistics coordinator who will provide updates on your shipment status.
Q: Is insurance included during transit?
A: Yes, all items are fully insured by the company during transit when shipped through our partners. However, if you arrange your own transportation, the company does not cover insurance, and we are not liable for any loss or damage during transit.
Q: How is the equipment packaged to prevent damage?
A: We use industrial-grade packaging, including multiple layers of heavy-duty bubble wrap, to ensure maximum safety during long-distance transit.
Q: Can I pick up the equipment directly from your factory to save on shipping?
A: Yes, factory pickup is available. Kindly coordinate with our dispatch team to determine the required vehicle size based on your order volume. Please note that for self-arranged transport, the customer is responsible for obtaining their own transit insurance.
Installation & Support
Q: Is installation free?
A: Installation is free for orders above ₹5 Lakhs. For orders below ₹5 Lakhs, an installation charge applies (minimum ₹5,000 or 2% of the deal amount, whichever is higher).
Q: Will you provide on-site support to ensure proper installation?
A: Yes, on-site technical support is provided within 2-5 days after the equipment has been unloaded and unwrapped at the installation site.
Q: Do your technicians perform a safety check on the installed machines?
A: Yes, our installation team performs a thorough functionality check on all assembled machines to ensure they are safe and operating correctly for your members.
Q: Can installation be scheduled on weekends or holidays?
A: Yes. Once the equipment is received, you can coordinate with our team to schedule the installation for your preferred date, including weekends or holidays.
Q: Who is responsible for unloading the equipment at the gym site?
A: Unloading is the client's responsibility. You must arrange for a minimum of 5 individuals and crane service if necessary.
Q: Do I need to arrange food and lodging for the installation team?
A: No. The client does not need to arrange food or accommodation for technicians; the company covers these travel and installation costs.
Q: How do I report a service issue or complaint?
A: You can contact our helpline at +91 79863 20159 (11 AM to 7 PM) or email support@proultimategyms.in.
Q: What is the expected response time for a service complaint?
A: Our standard response time for a technical evaluation is typically between 0 to 24 hours.
Q: Is post-installation service provided?
A: Yes, we provide one free general service within the first 3 months. After 3 months, general service visits are chargeable at ₹2,000 plus travel expenses.
Maintenance & Repair
Q:Do you offer Annual Maintenance Contracts (AMC) after the warranty expires?
A: Yes, we offer comprehensive paid AMC packages that include preventive maintenance visits. Please contact our support team for specific package details and pricing.
Q: How long do you guarantee spare parts availability?
A: We ensure that spare parts remain in stock for at least 8 years after a specific model has been discontinued, ensuring the longevity of your investment.
Q: Can I purchase spare parts (like cables or pulleys) directly from you later?
A: Yes, a full range of spare parts and consumables is readily available. You can purchase them directly from us at competitive rates.
Q: How often should I lubricate the treadmill decks?
A: We generally recommend lubrication once every month, though this may vary based on usage frequency. Please refer to your specific product manual for the exact maintenance schedule.