FAQs
ORDER AND LEADTIMES
HOW CAN I PLACE AN ORDER?
If you are based in the UK you can place an order online through our website.
For international orders, we offer bespoke shipping solutions.
For further information you can call our experienced sales team on 0808 239 3362 who will happily assist.
Please note that we are available for a phone call 9.30am – 5pm Monday to Friday, alternatively you can email us at sales@primalstrength.com.
DO YOU OFFER INSTALLATION?
If you are based in the UK we offer a number of installation packages including half day, full day, and multi day installation.
These can be added at checkout and will be calculated depending on the size of your order.
We also offer full bespoke commercial gym design before installation including consultation, 3D and video designs, site visit and risk assessment.
After we install your products we also offer rubbish removal, launch video, and excellent aftercare packages.
Please contact 0808 239 3362 or sales@primalstrength.com for all overseas and commercial enquiries.
HOW CAN I PAY FOR MY ORDER?
We currently accept all types of credit or debit cards online (except for AMEX, unless with Paypal) and you can also purchase using Paypal.
Should you wish to pay via bank transfer please contact our sales team on 0808 239 3362 or sales@primalstrength.com, who will send over a pro-forma invoice with our bank details.
Finance options, including 0%, through V12 and Klarna are also available. We also offer leasing options for commercial gyms and businesses. Please see our finance and leasing page for full information.
WHAT IS YOUR ORDERING PROCESS?
For UK customers you can order products and installation through our website.
For international orders please contact our sales team on 0808 239 3362 or sales@primalstrength.com so we can forge a solution for you.
WHERE IS MY ORDER?
For questions about your order please have your order number to hand and contact operations@primalstrength.com, or our team at 0808 239 3362 who can assist you. Please note our phone lines are available 9.30am – 5pm, Monday to Friday.
CAN I COLLECT MY ORDER?
You can collect your order directly from our showroom in Glasgow. You will need to bring proof or purchase and two valid forms of ID. Please contact sales@primalstrength.com or phone 0808 239 3362 between Monday to Friday, 9.30am to 5pm to arrange this.
WHERE IS MY CONFIRMATION EMAIL?
Confirmation of your order will be sent via email within 24 hours. Please check your spam or junk folder in case this has been sent there by mistake. If you still cannot locate, please contact operations@primalstrength.com or 0808 239 3362 so we can assist. Please note our phone lines are available 9.30am – 5pm, Monday to Friday.
WHAT IS THE EXPECTED DELIVERY TIME OF MY ORDER?
If the goods you have ordered are in stock, we aim to despatch with 1-2 days. If your item is not in stock or you have pre-ordered we will contact you when this becomes available. For smaller items we will contact you with a tracking service and for larger items we will contact you to arrange a delivery that suits you. Please contact operations@primalstrength.com with your order number if you have any questions about your order.
HOW DOES DELIVERY CHARGE WORK ON LARGER ORDERS?
Delivery charges are calculated automatically at the checkout, and are based on item size/weight, number of items, plus distance from our showroom. We also offer free delivery on all UK orders over £500.
For international customers we offer bespoke shipping solutions and encourage you to contact sales@primalstrength.com or 0808 239 3362.
HOW DO I REQUEST A VAT INVOICE?
A full invoice will be sent to you upon despatch. Please contact operations@primalstrength.com if you have any further questions.
MY ORDER IS MISSING AN ITEM/S?
We are sorry to hear that you are missing an item from your order, please email operations@primalstrength.com and provide your postal code, order number and the description of your missing items and we will get this resolved for you as soon as possible.
CANCELLATION, RETURNS & SERVICE
HOW CAN I CANCEL MY ORDER?
You can cancel your order within 24 hours, though you may still be charged for delivery. We will refund your order within 14 days.
Please see our cancellation and returns policy page for full information.
Contact operations@primalstrength.com with your order number so we can assist or call 0808 239 3362. Please note our phone lines are open Mon-Fri, 9.30am to 5pm.
HOW CAN I RETURN MY ORDER?
You have the right to return most domestic products purchased from us, depending on distance, and receive a full refund within 14 days of delivery, excluding carriage costs for both delivery and return.
We must be notified of your intention to cancel in writing or email and the cost to return the goods will be the responsibility of the customer. Please note any items that are clearly personalised or made specifically to the consumer’s specifications are exempt. We also reserve the right to make a deduction from refunding the full purchase price if we believe (on examination of the returned goods) that they exhibit use (including self-assembly and attempts at disassembly). The amount of deduction will be based on the extent of the diminishment in the goods value.
Please contact operations@primalstrength.com or 0808 239 3362 with your order number so we can help you. No orders can be returned without a return number from our operations. Our phone lines are open from 9.30am to 5pm, Mon-Fri.
I HAVE RECEIVED A DAMAGED ITEM?
We are sorry that you have received an item that is not up to our usual standards. Please contact operations@primalstrength.com or 0808 239 3362 with your order number so we can assist you. Our phone lines are open Mon-Fri, 9.30am to 5pm.
WHAT IS YOUR EXCHANGE/REFUND POLICY?
Please see our Refund policy page for full information, contact operations@primalstrength.com, or phone 0808 239 3362 with your order number so we can help. Our phone lines are open from 9.30am to 5pm, Mon-Fri.
I HAVE A FAULT WITH MY PRODUCT?
We are sorry that you have received an item that is not up to our usual standards. Please contact office@primalstrength.com or 0808 239 3362 with your order number so we can assist you. Our phone lines are open Mon-Fri, 9.30am to 5pm.
SALES ENQUIRIES
CAN I HAVE A QUOTATION?
Yes of course, please contact our sales team at sales@primalstrength.com, or you can call 0808 239 3362 between the hours of 9.30am-5pm, Monday to Friday.
I NEED FURTHER INFORMATION ON A PRODUCT?
If you require further information regarding any of our products please contact our sales team at sales@primalstrength.com. You can also call us on 0808 239 3362 between the hours of 9.30am to 5pm, Monday to Friday. We are always happy to help.
CAN I SET UP A TRADE ACCOUNT?
Please contact trade@primalstrength.com with your company details and/or a link to your website so we can forge a solution together and reshape the future of strength.
WHAT COUNTRIES DO YOU SHIP TO?
We deliver across the UK through our website and this can be arranged at the checkout.
If you are based overseas please contact sales@primalstrength.com so we can offer a specific shipping quotation or find a way of working with a distribution partner in your region.
TERMS AND CONDITIONS
Our terms and conditions are available here.
FINANCE OPTIONS
We offer a range of personal and business finance options. Please click here for more information.
NOT ANSWERED YOUR QUERY?
Contact us on sales@primalstrength.com
