Revolt Fitness – Customer Service FAQ

Reference document for customer support. Covers common questions, policies, and suggested responses.

Orders & Shipping

Where is my order / when will it ship?

Many products are sold as preorders. If an order is unfulfilled, apologize for the delay and provide the updated fulfillment date. Common delay reasons: port congestion, customs/tariff inspections.

"I sincerely apologize for the ongoing inconvenience regarding your order. Currently, we are still awaiting the bulk delivery of the [product], which has unfortunately impacted the shipping timeline. We are doing everything we can to expedite this process. Would you be able to give us until next week to fulfill your order?"

If stock has arrived: "The [product] has now arrived at our warehouse and orders are currently being processed. Your order is scheduled to ship any day this week — you'll automatically receive a tracking number by email once it ships."

My package shows as delivered but I haven't received it

Ask the customer to:

Check with neighbors or other household members
Check safe/hidden locations where delivery drivers often leave packages
Send a photo of their front door or CCTV footage confirming no delivery attempt

We will also contact the shipping company to investigate. If confirmed not received, offer a reship.

My package appears to be lost in transit

Apologize and confirm the package is likely lost. Offer to reship — do not immediately refund. Ask: "Will you allow us to reship it?"

How long does delivery take after shipping?

Estimated delivery time once dispatched is 1–5 business days.

Do you ship internationally?

We ship some products to the UK and Germany. We do not ship to India. For other countries, check with us first. Some large items (e.g. Smith machine) cannot ship to Hawaii due to size restrictions.

Where do you ship from?

We ship from Henderson, Nevada, Pennsylvania, and California. We do not have a physical retail location.

Cancellations

How do I cancel my order?

If the order is unfulfilled, we can cancel it immediately and issue a full refund.

"We've gone ahead and canceled your order. You should receive a notification email about the refund soon."

My order has already shipped — can I still cancel?

Once shipped, we cannot cancel or intercept the order. The customer should wait to receive it, then contact us to initiate a return. We will provide a return label.

My cancellation/refund won't process — what's happening?

This is most likely because the customer has opened a dispute with their bank or PayPal, which blocks our ability to process a refund.

"We've tried to cancel your order, but it won't go through because of the dispute you've opened with your bank. Please help close or cancel it so the refund can go through. Let us know if you need additional assistance."

Can I change my payment method after ordering?

No — we cannot change the payment method on an existing order. Options:

Cancel the existing order and reorder with the correct card (if order is unfulfilled)
Contact their bank or payment provider for assistance

Returns & Refunds

What is the return policy?

Returns accepted within 30 days of delivery
Item must be in original condition and original packaging
Return shipping cost is deducted from the refund
Original shipping charges are not refundable
20% restocking fee applies if not in original packaging or if hardware/components are missing
Refund is denied if the returned item is not eligible for restock (damaged, missing parts)
Allow 3–5 business days to process refund after we receive the return

We can make exceptions to the 30-day window in cases of illness, extenuating circumstances, or our own shipping delays.

How do I return an item? (Standard return instructions)

Carefully repack everything in the original boxes. Nothing should be scratched or damaged.
Take clear photos of the product and box before sending — this is required proof of condition.
Attach the provided return label, covering any old shipping labels.
Drop off at the nearest FedEx, UPS, or USPS location.
We do not offer package pickup — drop-off only.
Once received, allow 3–5 business days for refund processing.

How do I exchange an item for a different size?

Item must be in original condition and original packaging
Email a photo of the undamaged original box before dropping off
Drop off at FedEx or UPS using the free return label we provide
We process the exchange once we receive the unit in original condition

We provide a free return label for exchanges.

How long does a refund take?

Allow 2–10 business days for the refund to appear on your bank statement after we process it. Processing time varies by bank. If not received within 10 business days, contact your bank.

Product Compatibility

Will the pulley system fit my squat rack?

Ask the customer to send a link to their rack. Requirements:

Rack upright dimensions: 2"×2", 2"×3", or 3"×3"
Hole size: 5/8" or 1" (if 11/16", use 5/8" and tighten bolts)
Top-to-bottom upright height: at least 69"
Inside rack width: minimum 41.3", maximum 47.4"
Rack must be bolted to the ground for safety

2×2 and 3×2 racks may need spacers for the lat seat — we provide these free of charge.

What hole size should I choose — 5/8" or 1"?

Choose the size that matches your rack's hole diameter. If your rack holes are 11/16", use the 5/8" version and tighten the bolts snugly.

Will the Smith machine fit my rack?

The Smith machine fits 2"×2", 3"×2", and 3"×3" racks with either 5/8" or 1" holes.

Is the lat bar included with the pulley system?

No — the lat bar is not included in the pulley system package.

What pulley system packages are available?

Upper Pulley Set — $169.99 (5/8" or 1")
Upper + Lower Pulley Set — $229.99 (5/8" or 1")
Upper + Lower + Row/Pad/Seat — $449.99 (saves $160, 5/8" or 1")

Does the leg extension/curl attachment work for hip thrusts?

No. The leg extension/curl attachment is designed for leg exercises only. For hip thrusts, we recommend the Revolt Belt Squat 2.0.

What is the weight capacity of the leg extension/curl attachment?

Rated to 300kg / 660 lbs. Practical maximum with standard plates is around 315 lbs.

What is the belt squat standard length?

The Belt Squat 2.0 is 30" standard, extendable to 40".

Is the squat belt included with the Belt Squat 2.0?

The belt is sold separately. If currently out of stock, we recommend the Rogue dip belt (roguefitness.com/dip-belt). You'll also need a heavy-duty carabiner clip.

Do you have an assembly video for the Smith machine?

No video currently. A printed manual with a parts list is included in the box. Contact us if you need help with specific steps.

Warranty & Replacement Parts

A part arrived broken or is defective — what do I do?

We will send a free replacement part. The customer does not need to return the defective item unless we're doing a full exchange. Ask for their shipping address and we'll keep them posted on the tracking number.

Common replacement parts we send: cables, spacers, bolts, bearings, pulleys, screws, hitch pins, spacers for lat seat.

My assembly instructions were missing from the box

Apologize — a printed manual should be included. Send the PDF assembly instructions via email.

I need spacers for my lat seat (2×2 or 3×2 rack)

We provide customized spacers free of charge. Allow 1–2 weeks for preparation. We'll send tracking once shipped.

What screw size does the lat pulldown pad use?

Standard M8 × 30mm screw. Available at most hardware stores (Home Depot, Amazon).

Do you sell Smith machine parts separately?

No — we do not sell Smith machine parts as standalone items.

Discounts & Pricing

Do you offer military or first responder discounts?

We don't offer military or first responder discounts, but we can offer 10% off. Use code FIT10 at checkout.

Do you offer tax-exempt purchases?

Yes. Provide a tax exemption certificate to support@revoltfitness.com. Once verified, we'll process the order without tax.

I was charged customs/import duties — why?

We ship from the USA. Customs duties and fees are determined by the destination country's customs authorities. These charges are outside our control and are the customer's responsibility, as stated in our product descriptions.

Do you have an affiliate program?

Our affiliate program is currently closed. We hope to reopen it soon.

Out of Stock & Preorders

When will the Chest Support 2.0 be back in stock?

Estimated restock: approximately 2–4 months. Subscribe to our newsletter to be notified.

When will the Glute Builder Pro be back in stock?

No confirmed restock date. We'll offer a refund if the customer cannot wait.

When will the Functional Trainer Upgrade System ship?

Estimated fulfillment: approximately 4–5 months. We'll offer a refund if the customer cannot wait.

I placed a preorder — what does that mean?

Preorders secure your place in line for products not yet in stock. Fulfillment dates are listed at time of purchase. Delays can occur due to shipping, port congestion, or customs. We will always communicate updated timelines. You can cancel a preorder for a full refund at any time before it ships.

Contact & General

Do you have a phone number?

We do not offer phone customer service at this time. Please contact us via email at support@revoltfitness.com.

How do I track my order?

A tracking number is emailed automatically once your order ships. Carriers we use include Amazon Logistics, UPS, USPS, FedEx, OnTrac, UniUni, ShipBob, and CirroTrack.

Can I leave a review?

Yes — we'd love that! Please share your experience on Trustpilot: https://www.trustpilot.com/evaluate/revoltfitness.com