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Common reasons include incorrect card details, insufficient funds or bank restrictions. We recommend contacting your bank or trying another payment method.

Why was my payment declined?

Payments

Which cardio equipment are low impact on joints?

Can I keep my fitness equipment undercover outdoors?/ Does your fitness equipment require to be used indoors only?

How do you lay the rubber gym floor mats?/ What do you use to glue the mats to ground?

Can your gym mats be used outdoors?

General FAQ

Is maintenance required for my treadmill?

Is running on a treadmill as effective as running outside?

What is the difference between a normal treadmill and a curved FreeRun treadmill?

Which treadmill is suitable for me?

Are treadmills easy to install?

Which treadmill cover is right for my treadmill?

Why are some treadmill higher at the front of the walking deck when it is on 0 incline?

How to avoid static electricity build up

Treadmills FAQ

Which spin bike is suitable for me?

What is the difference between Spin bikes, Upright bikes and Recumbent bikes?

What is the difference with spin bikes with front flywheel vs the rear flywheel?

Do you have a bike that can generate resistance from pedalling backwards?

What are the benefits of the air bikes?

How do I check if the bike seat distance to pedals is suited for my height?

What kind of maintenance is required for upright/spin/recumbent bikes?

Exercise Bike FAQ

What is the difference between having a front or rear flywheel for cross trainer?

What kind of maintenance is required for cross trainers?

How does the hybrid cross trainers work?

How much assembly is required for the cross trainers?

Cross Trainer FAQ

What is the difference between water, magnetic, and air & magnetic rowing machines?

How do you keep the water clean for the water rower?

Rowing Machine FAQ

What are cable ratio? / How much weight am I actually pulling on your cable machines?

What is the difference between Olympic and Standard weight plates and barbells?

What is the difference between Olympic Bumper Plates, Olympic Tri-Grip Plates and Olympic Competition Bumper Plates?

Strength Equipment FAQ

How to connect to the compatible Apps?

APP's FAQ

Fitness Equipment

Do I need to cement my play centre?

What is the difference between Springless and Spring trampoline? Which one is better?

How do I care for my trampoline?

What additional accessories can I use on the trampoline?

Trampoline FAQ

My timber swing set/cubby house is cracking

How do I care for my wooden play equipment?

What type of wood is used? Is your timber treated?

Can I paint the timber play equipment?/ What paint or stain should I use?

Timber FAQ

Does the inflatable come with a blower?

My inflatable has little holes in it in random areas. Is this normal?

Inflatable FAQ

Kids Play Equipment

Can it be plugged to a standard wall power point?

Can the sauna be placed under an alfresco or outside but under cover?

Can the sauna be placed on carpet?

Do you need an electrician to install the sauna?

Does the sauna emits low EMF emissions?

Sauna FAQ

Regen8 Products

Do I need a permit for the gazebos/pergolas?

Is there gutters on the gazebos/pergolas?

Yardtopia

What is the maximum speed of the electric bikes?

What is Pedal Assist / PAS  or PEDALEC? What is the difference between PAS and Throttle?/ Does your Electric Bikes have a Throttle control?

How long should I charge the battery?

What is the furthest distance your electric bikes can travel on full charge?

Is it possible to de-limit / remove speed restrictor the electric bike to go faster than 25km/h?

Can bike battery be removed to charge?

Mid Drive Motor Vs Hub Drive Motor/ Front Hub Vs Rear Hub

Is it ok to ride in the rain?

Electric Bikes

Do you sell accessories like: bike covers, baby seats, lights etc.?

Will this bike suit my height?

Can I change the gears/brakes or add a electric motor to this bike?/ Can I modify the bike?

Can I add a baby seat to this mountain/retro/road/trike bike?

Does your bikes come assembled?

Can I view your bikes as assembled?/ Do you have a showroom?

What is the user weight for this bike?

What parts are covered for your warranty?

What are the benefit or use for fat bikes?

Geared bikes Vs Single Speed (No Gears)

Suspension Vs Rigid Fork

Can I take my bike on public transport?

What maintenance is required for bikes and how often should it be done?

Do you rent out the bikes?

My bike was stolen. Do you keep copy of the bike serial number?

What is a Coaster brake?

Bicycles

Product Information

Can I pick up my purchase?

Will This Fit in My Vehicle?

What do I need to bring to collect my order?

Can Someone Else Collect My Order?

Can Someone Help Me Put It in My Car?

I am arranging a courier to collect on my behalf. What do I need to do?

Collection FAQ

How Much Is Delivery?

Why Is Express Delivery the same price as Standard Delivery?

How Do I Know When My Delivery Will Arrive?

What If No One Is Home to Accept?

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Delivery & Tracking

Delivery & Collection

What if I Change My Mind After Purchasing?

How do I Return a Faulty or Damaged Product?

I Received the Wrong Product

Return & Refunds

What Payment Methods do You Accept for Online Orders?

Do You Accept Zip?

Do You Accept PayPal?

Can I Use Multiple Payment Methods for One Order?

When will I be charged for my order?

How to obtain a copy of my invoice

Can I place an order over the phone?

Have I been charged twice for my order?

Do you accept American Express (Amex)?

What’s Included in the Standard Assembly Service?

Do I Need to Pay for Assembly Services Upfront?

What if I Need to Cancel My Assembly Appointment?

Does ActiveGo Perform the Assembly Themselves?

Do I Need to Prepare/Do Anything for the Assembly?

Will the Assembler Remove Packaging After Installation?

Can I Ask the Assembler to Relocate Existing Equipment?

What if the Product is Damaged or Faulty?

What is a Room of Choice Delivery?

Room of Choice + Install

When Will My Assembly be Scheduled?

Assembly & Services

How Do I Make A Warranty or Repair Claim?

What does the ActiveGo warranty cover?

Do I Need to Keep the Original Packaging?

How Do I Return a Product for Repair?

What’s Not Covered Under Warranty?

What Proof is Needed for Warranty Claims?

Is There a Cost for Technician Callouts?

Will I Receive a New Product or a Refurbished One?

What Happens if a Fault Occurs After the Warranty Period?

I Bought an ActiveGo Product Second-Hand. Does Warranty Still Apply?

Warranty & Repairs

How Can I Contact ActiveGo?

Do You Do Occasional Promotions or Discounts?

What is ElitePass?

What is Kinomap?

What is Zwift?

What is Fitlink?

What Is Your Affiliate Program and How Do I Join It?

Info & Updates

How Do I Create an Account?

I Forgot My Password

How Can I Update My Account Details?

How Do I View My Order History?

Is My Account Information Secure?

How Do I Unsubscribe from Promotional Emails?

My Account

Placing an Order

Live Chat with Us

How Do Pre-Orders Work?

How Do I Cancel My Online Order?

Can I Change or Update My Address on a Delivery Order?

Can I Cancel my Click & Collect Order?

What Happens if the Item I Ordered is Out of Stock?

I Am Having Trouble Placing My Order

Orders & Processing

Why was my payment declined?Updated 2 months ago