When ordering large/heavy equipment or flooring, it is important that accurate measurements of the relevant area are supplied to ensure equipment will fit and can be used safely. Accurately measuring access points, corridors, lifts, stairs, and their height is equally important to ensure smooth delivery and installation. Escape offer a free site survey for those customers who place an order for both goods and installation (expressed as a credit on the final invoice). The survey takes account of all these factors as well as the suitability of the product for a particular location. This service is also available for ‘supply only’ orders at a cost of $150.00.
All deliveries must be checked as soon as received and before the delivery note is signed as any discrepancy or damage in the consignment must be notified to Escape immediately, and within 48 hours at the latest. Please note the time of delivery as recorded on the delivery note. If a discrepancy is identified, the customer should telephone Escape’s Customer Services Department with full details of the goods ordered and the damage or discrepancy identified. At its sole discretion, Escape will either replace or repair the goods. Reports of damage or discrepancy will not be entertained after the expiration of 48 hours from the time of delivery as recorded on the delivery note or similar device operated by the carrier.
Once a quotation is accepted by the customer placing an order, Escape will issue an order confirmation. The customer may amend or cancel the order within 14 days of the order confirmation and provided the order has not been dispatched. A fee of 10% of the order value will be charged to cover administration costs. Escape reserve the right to reduce the above fee, in its sole discretion when the amendment sought by the customer is de minimis or there are other exceptional circumstances justifying the same. Where goods have been dispatched, the customer may return some or all of the goods for up to 14 days after receipt (as recorded by the carrier) provided that the goods are returned to the supplier at the customer’s cost and in new and unused condition with all the original labels and packaging intact. A fee of 20% of the order value will be charged to cover administration and stock handling costs. Goods may not be returned unless a returns reference number has been issued by Escape’s Customer Service Department.
Unless goods are damaged or faulty, any customized, bespoke, or made-to-measure order equipment or flooring cannot be returned once an order for confirmation has been issued. Items such as floor mats, gloves, mitts etc cannot be returned once dispatched for hygiene reasons.
All sizes, weights and measurements are approximate.
When placing an order by post or fax, the customer should:
1. Quote the product code, product description, quantity required, price and carriage costs.
2. Include their unique purchase order number (for account customers this must have been authorised by an appropriate signatory).
3. Print the name, department and position of the person placing the order.
4. Confirm the method of payment.
5. Indicate the latest delivery date.
NB Customers purchase orders are only accepted from pre-approved customers or account holders.
All prices are in US Dollars and exclude shipping. Trade accounts and bulk orders may attract special pricing.
Customers may use the credit/debit cards shown (card payments are required for orders from non-account customers).
Escape believe in continuously improving our products and services. It can only do this by listening to its customers.
If you have a comment to make please contact Escape’s customer service team on:
Telephone: +1 614 706 4462
Email: [email protected]
Or alternatively write to: Customer Services Department, Escape Fitness USA LLC, 4434 Muhlhauser Road, Suite 300, West Chester, Ohio, 45011.
If you wish to place an order or have questions about any of our products or services then please don’t hesitate to contact a member of our team who will be happy to help.