Yes! We offer free shipping on our cardio equipment to most destinations within Canada! 

1. Eligible Cardio Equipment: Our free shipping offer extends to a range of cardio equipment designed to elevate your fitness journey. This includes treadmills, elliptical machines, exercise bikes, and rowers. We believe in providing you with not just quality products but also a seamless delivery experience.

2. Destinations Within Canada: The good news is that our free shipping offer applies to most destinations within Canada. Whether you're in the bustling city or nestled in a quieter corner of the country, we strive to bring the benefits of free shipping to you.

3. Remote Postal Code Restrictions: While we endeavour to reach as many locations as possible, some remote postal codes may have specific restrictions. Unfortunately, certain remote postal codes may not qualify for our free shipping offer. This is due to higher shipping costs associated with delivering to these specific areas. In these cases, shipping fees may be applicable.

For more information or to find out if any fees are related to the shipping of your order, contact us via live chat or by email at hello@movewithascend.com.

When ordering online, the product page will indicate if the item is in stock or not. If it isn't in stock, there will be a timeframe with dates indicating when the next batch is arriving here in our Montreal warehouse.

When you pre-order online or with a representative, this will guarantee you that you will receive the product from the earliest batch available. 

For example, if you order an item that is arriving between the 15th-30th of next month, this means that it can arrive at our warehouse anytime between those dates. Once we receive the shipment containing your order, we will process orders for shipping within 48-72hr of receiving our stock. Once it has been processed for shipping, you will receive a tracking number.

From there, the carrier's delivery time generally varies between 1-4 business days for a delivery in most of Quebec and southern Ontario. In remote areas of Quebec and Ontario, as well as for the rest of Canada, delivery time ranges from 4-7 business days.

If order is shipped on a pallet with a LTL carrier, processing time and transit time can be a little longer, depending on the volume of the order and the destination.

Shipping time for pre-orders

When ordering online, the product page will indicate if the item is in stock or not. If it isn't in stock, there will be a timeframe with dates indicating when the next batch is arriving here in our Montreal warehouse.

When you pre-order online or with a representative, this will guarantee you that you will receive the product from the earliest batch available. 

For example, if you order an item that is arriving between the 15th-30th of next month, this means that it can arrive at our warehouse anytime between those dates. Once we receive the shipment containing your order, we will process orders for shipping within 48-72hr of receiving our stock. Once it has been processed for shipping, you will receive a tracking number.

Shipping time for orders that are in stock

If you order a product that is currently in stock, please allow us 1-3 business days to process the order. Once it has been processed for shipping, you will receive a tracking number.

In stock orders take between 1 to 3 business days to be prepared for shipping and picked up at our warehouse. From there, the carrier's delivery time generally varies between 1-4 business days for a delivery in most of Quebec and southern Ontario.

In remote areas of Quebec and Ontario, as well as for the rest of Canada, delivery time ranges from 4-7 business days.

If your order is shipped on a pallet with a LTL freight carrier, processing time can be a little longer, depending on the volume of the order and the destination.

Our warehouse team will send you a tracking link via email once your order has been prepared and dispatched. Using that link, you can follow your order more closely and get a better idea of its arrival.

If your order comes in multiple boxes, there will be more than one tracking linked to the same "master tracking".  You can find the information regarding the status of each individual boxes' transit yourself on the tracking page from the carrier's website directly.

Please note that the tracking information received when we process your order for shipping will only show an update after the carrier initiated the first scan. 

We understand how important it is for your order to arrive complete and on time. If you find yourself with only part of your order, don't worry—let's navigate this together. Here's a step-by-step guide to help you:

Check Your Tracking Information: The first thing to do is to review your tracking information. If your order consists of multiple items, there may be more than one tracking number. Each tracking number
corresponds to a specific box or package in your order.

You can independently verify the transit status of each box by accessing the tracking page directly from
the carrier's website. Here are instructions based on specific carriers:

CANPAR: View instructions
UPS:  ​View instructions
FEDEX: View instructions
GLS: ​ View instructions 

Different Delivery Dates: It is possible that carriers attempt to deliver different parts of your order on
separate dates. This is especially true if your items are in different-sized boxes that require special care. Check the tracking page for each item to see if they are scheduled for delivery on different dates.

Wait for Updates: If one of your tracking numbers shows no updates, give it 2 business days.
Sometimes, carriers may take a bit of time to process and update the status. 

Contact Customer Service: If there are still no updates after 2 business days or if you have concerns
about the status of your order, reach out to our customer service. We're here to assist you and provide
the information you need.

Large Orders with LTL (Pallet Service): For larger orders delivered using LTL (pallet service), all items should typically arrive at once. If this isn't the case, contact our customer service for assistance.

We always strive to deliver the highest quality products and ensure they are in pristine condition before they leave our warehouse. Although it is rare, some damage may occur during the shipping process due to the handling in transit.

If your order arrives damaged or with missing parts, contact us promptly. We're here to help, and your feedback is crucial in resolving the issue. Failure to report damage/missing parts in a timely manner or failure to follow the support team's instructions in such cases may negatively impact our ability to support and provide adequate resolution. Below is a guideline on what to do if you believe you've received a defective product.

Report the damage: If you believe you've received a defective product, please contact us within 7 days of receiving it. Provide details such as your order number, the defective item, and include a photo or video clearly showing the defect. 

Resolution process: Depending on the severity of the damage to your order, we reserve the right to offer suitable solutions tailored to your situation. These options may include:

• Compensation: In cases where the damage is minor and can be addressed without replacing the entire item, we may offer compensation as an appropriate resolution.
• Replacement Parts: If specific components of the product are damaged or missing, we may provide replacement parts to ensure the complete functionality of the item.
• Entire Replacement: For more severe damage that affects the overall usability of the product, we may offer a complete replacement of the item.

Warranty Terms: Products returned under warranty terms may be subject to inspection. We reserve the right to refuse a refund or exchange if there's a breach that voids the warranty coverage. This may include undisclosed damages, improper packaging, failure to follow handling instructions, or any condition that affects our ability to salvage, refurbish, or resell the product.

Return Initiation: To initiate an exchange or a return request, contact us via email. Include the following information:

Your order number
The defective or missing item
A clear photo or video of the defect

Prepaid Return Label: If an exchange or a return is approved under warranty terms, a prepaid return label will be provided free of charge. Note that the label is valid for fourteen (14) days from the date of issue via email. If you do not use the prepaid return label during its period of validity, you will be responsible for the cost of obtaining a second prepaid return label.

Exchange - Refund Process: Once we receive the returned package and conduct an inspection, the exchange or refund will be initiated.

We appreciate your cooperation and understanding. Our team is committed to resolving the issue promptly and ensuring your satisfaction. If you have any further questions or concerns, feel free to contact our customer service team.

We understand the importance of receiving your order at a time that suits your schedule. However, we  we cannot guarantee specific delivery dates or times.

This is because we rely on shipping carriers to efficiently handle and expedite the delivery of packages and carriers do not provide services that allow for such specific scheduling.

Nevertheless, we've got you covered! You can easily track the transit of your order online to stay informed about the expected delivery time. Once your order is on its way, you'll receive tracking information, offering real-time updates on its journey to your doorstep.

For any specific inquiries related to delivery or if you have special considerations, we recommend reaching out directly to the carrier handling your shipment. They will be best equipped to provide detailed information and address any concerns you may have.

We appreciate your understanding and cooperation as we work to ensure a smooth and reliable delivery process for your order. If you have further questions or need assistance, feel free to contact our dedicated customer service team!

Once the order is shipped and in the carriers' hands, we do not control the delays, as well as the delivery time. If you have any requests regarding those, please take them up directly with the carrier's customer service. The above delivery times are only estimates given by the shipping carriers. Different factors that are out of our control might prolong the estimated shipping time; such as strikes, pandemics or periods of high traffic (Black Friday, Holidays, Boxing Day, etc.).

Once the order has left our warehouse, we will assist our clients to our best ability to ensure they receive their items in a timely manner, however, we have no control over the deadlines and cannot be held responsible for any delays. 

Please be advised that our products do not require a signature upon delivery. In the event that you are not at home, the package(s) will be left outside your door.

To stay updated on your delivery status, we recommend tracking your orders regularly. This will help you stay informed about the estimated delivery date and make any necessary arrangements.

When it comes to bringing packages inside the house, it's best to reach out directly to the shipping company. Policies vary among different companies, so they'll be able to provide the most accurate information once you have your tracking number.

At this time, we currently only ship within Canada. However, we are continuously working to expand our shipping capabilities to reach more North American countries in the future!

Unfortunately, we do not ship to P.O. Boxes. This is because some carriers do not accept packages destined for P.O. Boxes, and considering the nature of the bulky equipment we sell, alternative shipping arrangements are necessary.

We want to ensure that your order reaches you securely and without any complications. Therefore, when placing your order, please provide an accurate shipping address that does not involve a P.O. Box. This ensures a smooth delivery process, and you can have your purchased equipment in your hands as quickly as possible.

If you have any concerns or need assistance in selecting an appropriate shipping address, feel free to reach out to our customer service team. We're here to help make your shopping experience with us as convenient and straightforward as possible. Thank you for your understanding!

LTL Freight is short for “Less-than-TruckLoad” Freight shipping where items are packaged on a pallet and shipped by freight. These items are heavier and require specific handling and delivery.

Yes, absolutely! We understand that sometimes you prefer the convenience of picking up your order in person. We offer a hassle-free pickup option at our warehouse in Ville Mont-Royal!

Here's how it works:

1. Place Your Order: Simply browse our selection, add your desired items to the cart, and proceed to checkout.

2. Choose Pickup Option: During the checkout process, you will have the option to select "Scheduled Pick Up - Montreal" as your preferred delivery method.

3. Receive Pickup Invitation: Once your order is ready, you will receive an email invitation. This email will guide you on scheduling your pick up appointement.

4. Schedule Your Pickup: You have the flexibility to choose a pickup time that suits your schedule. Pickup slots are usually available between 10 am and 5 pm from Monday to Friday and between 10 am and 4 pm on Saturdays (Eastern Time).

5. Visit Our Warehouse: Head to our warehouse at the scheduled time. Our team will have your order ready and waiting for a swift pickup experience.

Yes, shipping charges do apply to weightlifting equipment. This includes essential items like barbells, dumbbells, weight benches, and other accessories integral to your weightlifting journey.

Calculation Based on Location and Method: The shipping cost for your weightlifting equipment is determined by two key factors: your location and the selected shipping method. We calculate the most accurate shipping charges to ensure transparency and fairness in our pricing.

Why Shipping Charges? Shipping heavy and bulky items, such as weightlifting equipment, incurs higher logistical costs. Considering the huge charges imposed by shipping companies for such heavy and bulky equipment, we’ve decided to absorb a large part of the shipping cost to keep our items affordable for you.

Personalized Shipping Quotes: To find out the cost of shipping, simply add items to your cart, enter your shipping address at checkout and proceed to the shipping page. You will have the option to select the carrier of your choice. The price indicated will be the remaining balance for you to pay, as we cover part of the shipping cost.

If you have any questions regarding shipping rates, contact our customer support team via live chat or by email at hello@movewithascend.com. 

Yes! We're happy to accommodate your request to update the shipping method to delivery, instead of local pick-up. However, please note that there may be associated fees with this change, depending on the equipment and your location.

To proceed with this adjustment, could you please send us an email at hello@movewithascend.com or give us a call at 1-855-905-3486. Our team will be ready to assist you further and provide you with all the necessary details.

Yes, of course! You can use the same link originally sent to schedule the pick-up. You could also send us an email at hello@movewithascend.com or give us a call at 1-855-905-3486 and we will be happy to provide you with a new pick-up date.

When your order is in stock and ready for pick-up, you will receive an email to schedule your appointment at our warehouse in Ville Mont-Royal. You will simply have to follow the link in the email and choose your preferred date and time. We are open from 10am and 5pm from Monday to Friday and from 11am and 4pm on Saturdays.

Yes, there are shipping charges for accessories, including items like resistance bands, exercise mats, and hybrid clip-in bike pedals, etc. The shipping cost is calculated based on your location and the chosen shipping method.

Calculation Based on Location and Method: The shipping charges for accessories are determined by your geographical location and the shipping method you select during the checkout process. This ensures that you receive accurate and fair pricing for the delivery of your chosen accessories.

Free Shipping with Cardio Equipment: Here's a fantastic perk for our customers: you can avoid shipping charges on accessories when you purchase them alongside cardio equipment. Any accessories added to your order along with a cardio machine will be eligible for free shipping. It's our way of enhancing your overall shopping experience and making fitness more accessible.