Effective for all orders placed at https://hajex.com. By placing an order you agree to the terms below. This policy applies to all domestic and international orders, including Canada and the USA.

1. General

Subject to stock availability, orders are processed as received. Our customer support and dispatch teams may operate independently, including outside standard business hours.

2. Shipping Costs

2.1 Canada — Calculated by Weight and Region

Canadian shipping is calculated from the actual weight of your order and the region it is being delivered to, and the exact amount is shown at checkout before you pay. It is no longer a percentage of your order value.

We deliver from two warehouses — Anjou, Quebec and Delta, British Columbia — and our Canadian regions reflect distance from whichever warehouse serves your order:

Region	Provinces
CA Central	Quebec, Ontario
CA West	British Columbia, Alberta, Manitoba, Saskatchewan
CA Atlantic	Nova Scotia, New Brunswick, Newfoundland and Labrador, Prince Edward Island
CA North	Yukon, Northwest Territories, Nunavut

Rates rise with weight and with distance, and a minimum charge applies to small orders. Yukon, the Northwest Territories and Nunavut are quoted individually — select the quote option at checkout and our dispatch team will contact you before your order ships.

Local delivery. For addresses close to our Anjou and Delta warehouses, delivery by our own truck may be available at a flat rate. Where offered, it appears as a separate option at checkout alongside the calculated shipping rate, and you are free to choose either.

2.2 United States — Calculated by Weight and Region

US shipping is no longer a percentage of your order value. It is calculated from the actual weight of your order and the region it is being delivered to, and the exact amount is shown at checkout before you pay.

We ship heavy equipment. Weight and distance are what actually drive our cost, so pricing this way means you pay for the shipment you are actually receiving rather than a flat percentage. For most customers close to our warehouses, this is less than our previous pricing.

We deliver from two warehouses — Anjou, Quebec and Delta, British Columbia — and our four US regions reflect distance from whichever warehouse serves your order:

Region	States
US Near	ME, NH, VT, MA, RI, CT, NY, NJ, PA, DE, MD, DC, VA, WV, OH, MI, IN, WA, OR, ID
US Mid	IL, WI, MN, IA, MO, KY, TN, NC, SC, ND, SD, NE, KS, MT, WY, CO, UT, NV, CA
US Far	GA, FL, AL, MS, LA, AR, OK, TX, NM, AZ, AK, HI
US Territories & APO/FPO	PR, VI, GU, AS, MP, FM, MH, PW, AA, AE, AP

Rates rise with weight and with distance. A minimum charge applies to small orders, and orders shipped on a pallet carry an additional handling charge. Territories and APO/FPO addresses are quoted separately — please contact us before ordering.

2.3 Freight Quote Option (Heavy Orders)

On heavy orders a second option appears at checkout: Request a freight quote. It becomes available at 800 lb for Canadian deliveries and 600 lb for US deliveries.

Choose this if you would like us to shop the rate across our carrier network, if you have your own freight account or carrier, or if you would prefer to arrange collection yourself. Select it at checkout and our dispatch team will contact you with options before your order ships. No shipping is charged at the time of the order.

Selecting this option does not commit you to anything. If you do not like the quote, you may cancel for a full refund to your original payment method, with no restocking fee.

2.4 Free Shipping Eligibility

Free shipping may be offered on large or commercial orders exceeding $10,000, provided the shipping cost does not exceed 10% of the order total and payment is made by bank (electronic) transfer. Please contact us for details.

2.5 What Affects Your Shipping Cost

Shipping costs depend on: total order weight, delivery region, residential versus commercial address, the size and packaging of items, and carrier availability. Residential delivery of heavy equipment costs more than commercial delivery, and this is already reflected in our rates.

If your shipping address differs from your billing address, valid photo ID showing both name and address must be provided. Date of birth, ID number, and face photo may be redacted.

3. Duties, Customs and Taxes — US Orders

3.1 We Pay Them, Not You

US orders ship DDP (Delivered Duty Paid). Import duties, customs clearance and brokerage fees are prepaid by HAJEX and are already included in the shipping amount shown at checkout.

You should not be asked for any additional payment when your shipment is delivered. If a carrier does request payment on delivery, please refuse it and contact us immediately at support@hajex.com so we can resolve it directly with the carrier.

3.2 Our Commitment, and an Honest Note About Tariffs

The shipping amount you see at checkout is our best estimate of what it will cost us to get your order to your door, duties and customs included. We calculate it from real cost data across thousands of shipments, and in the overwhelming majority of cases it is accurate and nothing further is required from you.

However, US tariff rates have changed frequently and with little notice, and can be applied differently depending on the product, its classification, and the date it clears customs. We want to be straightforward with you rather than bury this in fine print:

If the actual duties, customs or brokerage on your order come in materially higher than we estimated, we will contact you before your order ships. You will then have the choice to:

• Proceed with the order as-is, with HAJEX absorbing the difference where we are able to;
• Share the difference with us, if you would like the order to proceed;
• Adjust the order — reduce the weight or substitute products — to bring the cost back in line; or
• Cancel the order for a full refund to your original payment method, with no restocking fee and no store credit condition.

The choice is yours, and we will never charge your card for an additional amount without your explicit approval. We would rather have this conversation with you honestly and up front than surprise you with a bill at your door.

We value our American customers and we are absorbing these costs wherever we reasonably can. This clause exists because of genuine uncertainty in cross-border trade policy, not as a way to quietly re-price your order after the fact.

3.3 Sales Tax

Applicable sales tax is applied at checkout based on the delivery destination.

4. Delivery Terms & Timelines

4.1 Handling Time

• Order cut-off: 3:00 PM Eastern Time
• Handling time: 1–2 business days before dispatch
• Our warehouse operates Monday–Friday, excluding national holidays

4.2 Transit Time — Canada

Region	Estimated transit
CA Central (QC, ON)	1–4 business days
CA West (BC, AB, MB, SK)	2–6 business days
CA Atlantic (NS, NB, NL, PE)	3–7 business days
CA North (YT, NT, NU)	Quoted individually

4.3 Transit Time — United States

Transit time varies by region. These are estimates after dispatch, and do not include the 1–2 business day handling time above.

Region	Estimated transit
US Near	4–7 business days
US Mid	5–9 business days
US Far	6–11 business days
Territories & APO/FPO	Quoted individually

All delivery timelines are estimates only and are not guaranteed unless expressly confirmed in writing or through a guaranteed carrier service purchased separately. Customs inspection may add time to any cross-border shipment.

4.4 Change of Delivery Address

Address changes can be accommodated at any time before dispatch. For US orders, please note that a change of delivery state may change your shipping region and therefore your shipping cost.

4.5 P.O. Box & Military Addresses

HAJEX ships to P.O. Box addresses and military addresses. Weight limits apply — please contact us before ordering heavy equipment to these destinations.

4.6 Items Out of Stock

If part of an order is out of stock, we may dispatch available items immediately and ship remaining items when restocked, or offer replacements or refunds for the outstanding portion.

4.7 Delivery Time Exceeded

If your order has not arrived within the estimated timeframe, please contact us at support@hajex.com so we can investigate with the carrier.

4.8 Price Match

Price matching is available subject to the following conditions:

• The product must be identical in specification
• The competing seller must be a recognized, established business in the fitness industry
• For in-store pickup price matches: the competitor must be located within 50 km of the applicable HAJEX warehouse and the product must be in stock at that location

5. Local Pickup

Free pickup is available at our two warehouse locations:

• 10051–10061 Rue Mirabeau, Anjou, QC H1J 1T7
• Delta, British Columbia

5.1 Local Delivery

For addresses close to our warehouses we offer local delivery using our own truck and driver, at a flat fee based on distance (30 km and 60 km bands). If your address qualifies, the option appears at checkout alongside the standard shipping rate and you may choose either.

Pickups are by prior arrangement only. Our locations are working warehouses — staff may be out on delivery, on break, or away without notice, and posted hours do not guarantee someone is on site. Please call or email on the day you plan to visit and wait for confirmation before travelling. HAJEX is not responsible for costs arising from unannounced visits.

6. Tracking Notifications

A tracking number is provided upon dispatch by email. If delivery is handled by an HAJEX driver, tracking may not be available — contact us directly to check delivery status.

7. Returns

7.1 Change of Mind Returns

We accept change-of-mind returns within 30 days of receipt, provided the item is unused, in its original undamaged packaging, and in resalable condition with no signs of wear.

A prepaid return shipping label can be provided — the label cost will be deducted from your refund. Alternatively, book your own return via www.hajexbolt.com.

Approved change-of-mind refunds are issued as store credit within 2–5 business days. Shipping fees originally paid are not refunded.

If a shipment is refused or undeliverable and returned to us, you may request a re-delivery (at your cost) or a refund with both-way shipping costs deducted.

Customers are responsible for being available 9 am – 5 pm to accept delivery and for communicating any changes (address, availability) to the carrier directly. Our drivers may operate outside these hours in Quebec and Ontario — please advise in advance if you are unavailable. Inside delivery is not included unless pre-approved; additional fees may apply.

7.2 Warranty Returns

Valid warranty claims must be submitted within 30 days of receipt. Claims are assessed based on product condition, available evidence, manufacturer policies, inventory availability, and applicable consumer protection laws.

To initiate a warranty claim, email support@hajex.com. A prepaid return label may be provided, or you may book return shipping via https://www.hajexbolt.com. Please return items to: 10051–10061 Rue Mirabeau, Anjou, QC H1J 1T7.

Once received, warranty claims are processed within 7–10 business days. If approved, you will receive either (a) a store credit refund, or (b) a replacement item, subject to stock availability.

7.3 Cosmetic Imperfections & Manufacturing Tolerance

HAJEX applies a 1–5% tolerance for minor cosmetic imperfections arising from mass production, transportation, or handling — including small scratches, paint inconsistencies, surface marks, packaging wear, or manufacturing blemishes that do not materially affect the structural integrity or intended use of the product. Such imperfections are inherent to heavy fitness equipment and are not covered under warranty.

Cosmetic imperfections up to 5% of surface area, or measuring under 3 inches in any dimension, are considered within tolerance.

7.4 Product Appearance, Styling & Batch Variations

Product shape, finish, logo placement, or packaging may differ slightly from website images due to manufacturing updates, supplier changes, or production batches. Minor variations in labelling style, font type, or surface finish — including raised versus printed lettering, or matte versus gloss coating — are considered acceptable product characteristics and are not defects.

This also applies to sets and multi-unit orders. Sets are assembled from available inventory which may span more than one production batch, so individual units within the same order may display different labelling styles or finishes. All units meet the same weight specifications and quality standards.

8. Parcels Damaged in Transit

If a parcel arrives visibly damaged, please refuse delivery and contact our customer service immediately. If you have already accepted the parcel, notify us within 24 hours of receipt. Most carriers require you to retain the original packaging for up to 60 days during their investigation.

Once the carrier's investigation is complete and the claim is confirmed, you will receive either (a) a store credit refund, or (b) a replacement item, if stock is available.

Customers who have purchased carrier insurance will not be responsible for return shipping or deductions in the event of parcel loss. Contact support@hajex.com for insurance options.

9. Cancellations & Fees

Cancellations before delivery are accepted. For change-of-mind cancellations, store credit is issued and a restocking fee of up to 35% may apply.

Exception: if you cancel because we have advised you of a shipping, duty or customs cost increase under section 3.2, or because you declined a freight quote under section 2.3, you receive a full refund to your original payment method, with no restocking fee. You are never penalised for declining a cost we did not quote you at checkout.

Orders not picked up will be charged a storage fee of $3/day after the first 2 business days.

Processing fees charged by credit/debit platforms are non-refundable: approximately 3% for Canadian cards and 5.1% for US cards.

10. Insurance & Delivery Access

Parcels are insured for loss and damage up to the value declared by the carrier. A refund or replacement is processed once the carrier completes its investigation or confirms the parcel as lost. HAJEX passes through the full amount approved by the carrier.

10.1 Safe Access Requirement

The client is solely responsible for ensuring a safe, unobstructed, and legally accessible path from the delivery vehicle to the drop-off point, including removal of snow, ice, water, mud, debris and obstacles; absence of barricades, construction hazards or access restrictions; adequate lighting and visibility; compliance with parking and access regulations; and a stable, non-slippery surface for transporting heavy items.

If safe access is not available on arrival, delivery may be refused, postponed, or completed curbside at the driver's discretion. Re-delivery fees may apply.

10.2 Liability for Unsafe Conditions

The client assumes full responsibility for any injury, accident, or damage to delivery personnel or property arising from unsafe site conditions, and agrees to indemnify and hold harmless HAJEX, its employees, contractors, and agents from any resulting claims or costs.

10.3 Scope of Standard Delivery

Unless explicitly agreed in writing, delivery is limited to ground-level curbside or building entrance. Not included: inside delivery beyond the entrance threshold; white glove service, placement, or assembly; stair carry, elevator transport, or maneuvering through tight spaces; removal of existing items or packaging. Any assistance beyond standard delivery is voluntary and does not transfer liability to HAJEX.

10.4 Right to Refuse Unsafe Delivery

Delivery personnel have the absolute right to refuse or halt a delivery if conditions are deemed unsafe. This determination is final.

10.5 Additional Charges

If delivery cannot be completed due to unsafe access, client absence, or misrepresentation of site conditions, the client may be charged for: failed delivery attempt, storage, re-delivery, and additional handling.

10.6 Installation & Assembly Service

By accepting delivery, installation, or assembly services from HAJEX Fitness, the client acknowledges that all work is performed at the client's own risk. HAJEX shall not be held liable for any loss, damage, defect, or issue arising during or after service. Once delivery or installation is completed, all risk and ownership transfer to the client.

11. Shipping & Transportation Delays

HAJEX is not responsible for delays caused by factors outside our control, including port congestion, intermodal delays, carrier capacity issues, customs inspection, or national holidays.

If part of a bundle or order is delayed or missing, please contact us to discuss options: shipping the remaining items at a later date, cancelling the outstanding portion, or substituting with an equivalent product at the same weight tier.

12. Fraud Prevention & Verification

To protect against fraud and unauthorized transactions, HAJEX reserves the right to request identity verification, address verification, payment verification, or additional documentation prior to shipment. Failure to provide verification within a reasonable period may result in shipment delay, cancellation, or order refund.

13. Chargebacks & Payment Disputes

Customers agree to contact HAJEX customer service to attempt resolution before initiating a chargeback or payment dispute, where reasonably possible. Fraudulent, abusive, or materially misleading chargebacks may result in refusal of future service, collection action, or legal proceedings where permitted by law.

14. Customer Service

Trade name: HAJEX Fitness
Phone: +1-855-396-9333
Email: support@hajex.com
Address: HAJEX Fitness, 10051–10061 Rue Mirabeau, Anjou, QC H1J 1T7, Canada

Please allow up to 2 business days for a response to emails or voicemails. Order changes or cancellation requests are not confirmed until acknowledged by our team. Offices are closed on weekends — response times may be longer.

Nothing in this Shipping Policy limits or excludes any rights or remedies available to consumers under applicable consumer protection laws in their province, state, or country of residence.