NEW YORK BARBELL OF ELMIRA CORP.
FREQUENTLY ASKED QUESTIONS
Q: How can I contact you?
A: Our mailing address is:
New York Barbells
160 Home St.
Elmira, NY 14904
Phone: (800) 446-1833 or (607) 733-8038
Fax: (607) 733-1010
Q: Can I come pick up equipment from you directly so I don't have to pay for shipping? Do you have a showroom?
A: Yes to both questions. We have 10,000 square feet of showroom space where our equipment is on display. Feel free to come try out anything you are interested in. Our warehouse is right here as well, so you can take your purchase home with you.
Q: What are your hours?
A: Monday-Thursday: 8:00 AM - 4:30 PM Friday: 7:30 AM - 4:00 PM
Q: Does the equipment ship assembled?
A: In almost every case, no. Shipping a unit completely assembled would double the cost of shipping at least, and the chances of the equipment getting damaged increases greatly.
Q: How will my order ship?
A: It depends. Small items generally would ship with Fedex or UPS. Larger items (i.e. weighing 150 pounds or more) or large orders will ship on a freight line. Some smaller units (most notably those with cams) also ship on a freight line, as the chance of damage to the equipment is much smaller for these items. If you have a questions, please call or email and we will be able to let you know ahead of time how a particular order would ship.
Q: Will someone need to be home to sign for the order when it is delivered?
A: If your order ships with Fedex or UPS, it is not necessary, but we need to know ahead of time to put a release on the order. We are not responsible for orders that are lost or stolen after delivery if you have released the order from being signed for. Orders that ship on a freight line are explained below.
Q: My order is shipping with a freight line. How does that work?
A: When an order ships on a freight line, we will contact you via phone to give you the tracking information. It is then up to you to call the trucking company and set up a time for delivery. Someone must be present at the time of delivery. The driver will move the freight to the back of the truck, but it is your responsibility to get the equipment off the back of the truck and into your home, office, etc. If you wish to use the truck's liftgate to get the freight from the back of the truck to the ground, there is an added charge involved, which varies by trucking company. If you want the driver to help deliver the equipment inside, this is called an 'inside delivery' and also has an added charge. You are required to help the driver, as there is only one driver per truck. If you require either of these services, please call us before you place your order to find out the costs of these services. Alternately, you can request them at the time of delivery, and pay the driver directly.
Q: How long will it take to ship my order?
A: Most orders ship the same day or the next day. Special orders can take several days before they ship. Backordered items ship as soon as they are available.
Q: How long will it take to receive my order?
A: Orders that ship via Fedex or UPS generally arrive within 3 business days. Orders that ship via freight line can take 1-7 business days, depending on how far they have to travel. The transit time for international orders varies greatly. You will be informed of the time when we give you your shipping options (explained below.)
Q: I received my order, but part of it was missing/damaged!
A: Please give us a call and we can take care of it.
Q: What is your return policy?
A: Items can be returned within 15 days of date of purchase. The customer is responsible for shipping the equipment back to us. If the boxes have been opened, there is a minimum 20% restocking fee, and the customer is responsible for the cost of shipping the equipment to them in the first place. The customer must call us prior to returning the shipment. NO REFUNDS WILL BE GIVEN FOR EQUIPMENT RETURNED AFTER 15 DAYS.
Q: I live in Alaska/Hawaii/Puerto Rico/Canada/somewhere else outside the US. Can you ship to me?
A: In most cases, yes. It takes us a day or two (sometimes longer in the case of large orders) to determine the cost to ship your order to you. We will contact you with this information to get your authorization before we charge you. Please note that 'free freight' only applies to the contiguous 48 states. Other destinations will have a shipping charge regardless of what items are ordered.
Q: Can you ship to APO/FPO addresses?
A: Yes, but there is a limit to the size of the items that we can ship. Items weighing more than 70 pounds and those with a girth of greater than 108 inches (Girth is the sum of the length of the box and the distance around the box) cannot be shipped to an APO/FPO address. Please call or email us if you are unsure whether a particular item can be shipped to you.
Q: Do you accept purchase orders?
A: ONLY from educational institutions. We do not accept them from governments, YMCAs, sports teams, gyms, or other groups. Purchase orders MUST be printed on the school's letterhead with the COMPLETE address and contact information of both the person ordering, and the person responsible for paying the bill. The purchase order must be faxed or mailed to us. We do not accept purchase orders over the phone or Internet under any circumstances.
Q: I need to get a quote before I can place an order. Is this possible?
A: Sure. If it is just 2 or 3 items, we can do it right over the phone. Larger quotes, or any international quote MUST be faxed or emailed to us. We will work up the quote and get back to you within a few days (depending on how long it takes for the carrier to get the cost of shipping to us.) Quotes are valid for one month from the date the quote is issued.
Q: I placed an order, but then was told that something was on backorder. What should I do?
A: That is up to you. If you wish to wait for the backordered item, it must be paid for in advance, because we can't hold units for people based on a promise to pay for them later. If you don't want to wait, just call or email us, and we will cancel that part of your order and credit you immediately.
Q: What forms of payment do you accept?
A: We accept Visa, Mastercard, Discover, and American Express. We also accept checks and money orders. Personal checks require 10 business days to clear before your order is shipped. Returned checks have a fee of $25.00. Checks and money orders should be made out to "New York Barbells of Elmira."
Q: Can I put something on layaway?
A: Yes, we can do that. The requirements are 50% down, and 20% of the balance paid each week until the order is paid for, at which time it will ship.
Q: I would like to sell your equipment. Is wholesale pricing available?
A: Yes. We are only accepting dealers who have a physical storefront where our equipment can be displayed, and are looking to stock our equipment. We are not currently accepting dealers who only have a website, or are only looking to fill an order or two. All wholesale orders must be prepaid.
Q: My question isn't answered here!
A: Simply call, write, or email us and we will be more than happy to answer it for you.
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