Frequently asked questions

To be able to view orders after placing them, you need to create a customer account before ordering or log in first. Orders placed as a guest cannot be assigned to an account afterwards. Create a customer account

You receive an order confirmation by email as soon as your order reaches us. Once the goods are on their way, a shipping confirmation with delivery time and tracking number follows. During the first one to two working days there is no status yet – that is normal.

If an item is out of stock, you can ask to be notified on the product page as soon as it is available again. Enter your email address and confirm the notification email.

Use forgot password to reset it. You will receive an email with a link to set a new password. If you no longer know which address you registered with, contact our customer service.

Usually it comes down to small things: upper and lower case in the password, accidental spaces at the start or end, or a different email address than the one you registered with. If it still does not work, write to info@fitstore24.com.

In your customer account under change account details you can update your email address and your password.

Yes. Send an email to info@fitstore24.com – please use the address stored in the account so we can be sure it is yours. You will receive a confirmation once it is deleted.

In the order process you can choose freely between bank transfer in advance, invoice, credit card (Visa, Mastercard, American Express), PayPal, Klarna, Amazon Pay, Zaver and financing. If you pick your order up at our store, you can pay in cash or by debit or credit card. The details of each provider are described in our terms and conditions.

If you pay in advance, our bank details including IBAN and BIC are listed in your order confirmation. If they are missing, just contact us at info@fitstore24.com.

There are many possible reasons, and most of them sit with your payment provider or your bank. The quickest route is to contact your payment provider directly – as a retailer we receive no information about declined payments for data protection reasons. Alternatively, place the order again using a different payment method.

There are no hidden costs such as handling fees or minimum order surcharges. We only charge shipping:

Other EU countries: shipping costs depend on the country – roughly 14.90 € to 24.90 € for parcels and 59.90 € to 189.90 € for freight shipments. For Ireland, Malta, Cyprus and other islands we prepare an individual quote.

You can find the exact amount for your country in our shipping cost overview.

Yes. Up to an order value of 249.99 € a shipping charge of 25 € applies, paid by the buyer; above that we deliver free of charge. For weights, weight plates, bars, table tennis tables and table football we reserve the right to charge the actual freight costs – but we always inform you and obtain your agreement before shipping. We deliver to Switzerland duty paid and taxed (DDP), so no further costs arise for you. More in our Switzerland FAQ.

We ship worldwide, but for countries outside the EU and Switzerland the actual shipping costs are charged. Customs duties, import taxes and other charges are paid by the buyer. Ask us for a quote at info@fitstore24.com. Please note that some goods, e-bikes with batteries in particular, cannot be shipped to every country because of air freight restrictions.

That depends on the product group and the destination country:

These are standard transit times. They can be longer when carriers are under heavy load.

That depends on size and weight:

• Bikes and e-bikes: GO! Express, a specialist for bicycle shipping. GO! calls you to arrange the delivery date.
• Parcels: GLS in Austria, DHL in Germany.
• Large items and freight: DB Schenker. The delivery date is arranged by phone here too.

Yes. You automatically receive a shipping confirmation with a tracking code. Note that, depending on the carrier, tracking only updates about every 24 hours.

Your bike is pre-assembled by our mechanics and shipped well protected. We adjust the gears, check and set the brakes, check all bolted connections and take it for a test ride. What is left for you: unpack, align and tighten the handlebar, fit the pedals. Instructions are included with the bike.

We handle add-ons and conversions on request and for an additional charge. Contact our customer service before ordering and we will tell you what is possible and what it costs.

Yes, every shipment is insured.

The tracking shows whether a second delivery attempt will be made. If not, the parcel goes to the nearest parcel shop. For freight shipments the carrier contacts you directly to arrange a new date.

Check the parcel for visible damage before accepting it. If it is clearly damaged, refuse acceptance – the shipment then returns to us automatically and you decide whether we send a replacement or cancel the order. If you have already accepted a damaged parcel, document the packaging and the item with photos and note the damage on the consignment note for freight deliveries. Send the photos with a short description to info@fitstore24.com.

Yes. On request we deliver equipment fully assembled or assemble it at your home. Our customer service will tell you what is available for your product and what it costs.

The statutory right of withdrawal applies for 14 days from receipt of the goods. The full conditions are set out in our right of withdrawal.

Please register your return in advance – by email to info@fitstore24.com or via our customer service. For parcels you receive a return label to drop off at a parcel shop near you. Bikes and large items are collected from you by our carriers, which is why registering first matters here. Please return the goods unused and without signs of use. Once your return arrives, processing usually takes no more than a week. Details: Returns.

For customers in Austria, Germany and the rest of the EU, returns are free within 14 days. Register the return beforehand and we will send you the return label or arrange collection for bikes and large items. After the 14 days, or for returns from outside the EU, we do not cover the costs – if you use the label anyway, we offset the costs against your credit. All steps are explained under Returns.

For sealed goods that are not suitable for return for reasons of hygiene – such as underwear, socks or heart rate chest straps – the right of withdrawal ends once the seal has been removed. Unopened items can be returned as normal.

Contact our customer service with your order number and the missing items. We will sort it out and send the missing parts.

All products come with the statutory warranty of 24 months from handover. It covers defects that were already present when the goods were handed over and applies regardless of any manufacturer guarantee.

The statutory warranty is required by law, runs for 24 months and makes us as the retailer your point of contact. A guarantee is a voluntary promise by the manufacturer on top of that. Its scope and duration are set by the manufacturer; longer guarantee periods are common for bicycle frames. The conditions are in the manufacturer's guarantee documents.

For smaller defects we send you spare parts and help over the phone. For bigger problems we collect the equipment – within the 24-month warranty period we organise collection even for large items.

• Fitness equipment and infrared cabins: +43 4852 68866-301, info@fitstore24.com
• Bikes and e-bikes: +43 4852 68866-302, info@fitstore24.com

Yes, our workshops handle repairs, maintenance and e-bike diagnostics for all brands. You can create your job online: service request.