Shipping & Order Handling Policy

Shipping & Order Handling Policy

 

1. Shipping Areas

We currently ship to Puerto Rico and the United States.

 

2. Processing Times

All orders require up to 24 hours of processing time before being shipped.
Orders placed on weekends or holidays will begin processing on the next business day.

 

3. Shipping Methods & Delivery Times

Accepted Payment Methods: Visa, Mastercard, PayPal, Apple Pay, and Klarna.
Shipping Carrier: We use standard ground shipping via USPS Ground Advantage Service.

Estimated Delivery Times:

  • Puerto Rico: 2 to 3 business days after order processing.

  • United States: 4 to 10 business days.

 

4. Shipping Costs

Free Shipping: On orders over $149.

Orders under $149 – Automatic Cost Calculation:
Shipping charges are automatically calculated at checkout based on package weight, size, and destination using USPS Ground Advantage through Shopify Shipping.

Estimated Rates:

  • Small Packages (e.g., capsule supplements, 3 lb protein): $2.95 – $6.95

  • Large Packages (e.g., 5 to 12 lb protein tubs): $6.96 – $12.95 or more

 

5. Order Tracking

A tracking number is provided to each customer once the order is processed.
Customers can track their package by entering the tracking number at www.usps.com.

6. Lost or Damaged Order Policy

Order Receipt

Immediate Inspection:
Upon receiving the package, customers are advised to immediately inspect its external condition. If visible damage to the packaging is observed, it is recommended to refuse delivery and notify our customer support team immediately.

Damaged Products

Notification:
If, upon opening the package, the customer finds that the products are damaged or defective, they must contact our customer service team within 7 calendar days of receipt.

Required Information:

  • Order number

  • Detailed description of the damage or defect

  • Clear photos of the damaged product and original packaging

Replacement or Refund Process:

  • Replacement: A new product will be sent at no additional cost

  • Refund: If the customer prefers, a full refund for the damaged product will be processed

Lost Orders

Notification:
If the customer has not received their order within the estimated delivery window, they must contact our customer support team within 14 calendar days from the shipping date.

Investigation:
We will initiate an investigation with the shipping carrier to locate the package. This process may take 3 to 5 business days.

Resolution Options:

  • Reshipment: We will resend the products at no extra cost

  • Full Refund: If the customer prefers, we will issue a full refund for the order

Customer Responsibility

Incorrect Address:
It is the customer’s responsibility to provide a correct and complete shipping address. We are not responsible for undelivered orders due to incorrect shipping information. If an order is returned for this reason, the customer will be responsible for paying for reshipment.

Unclaimed Packages:
If a package is returned to our facility because it was unclaimed or undeliverable, we will contact the customer to arrange reshipment. Any additional shipping costs may be the customer's responsibility.

Customer Support Contact

Customer Service Hours: Monday to Friday, 9:00 a.m. to 6:00 p.m.
Phone / WhatsApp Chat: 787-201-6921
Email: fitnesshq.pr@gmail.com

Important Notes

Shipping Delays:
If delays occur due to external factors (e.g., weather, high holiday order volumes, carrier issues), we will notify the customer with updates on their order.

Customer Commitment:
At Fitness Headquarters, we work to ensure that every order arrives in perfect condition and in the shortest possible time, offering fast and efficient solutions in case of any problems.