Shipping policy

SHIPPING POLICY

HAJEX Fitness (“we” and “us”) is the operator of (https://hajex.com) (“Website”). By placing an order through this Website, you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations for our service. This policy is applicable both domestically and internationally, including the USA, Canada, etc.

1. General

Subject to stock availability we ship the orders as we get them. Our customer support team and dispatch team may work independently during or outside business hours.

2. Shipping Costs

Canada:

• An Estimated 20% per order is charged, and an estimated 500$ is charged on orders at and above 2400$
  

USA:

• An estimated 50% per order is charged, and an estimated 500$ is charged on orders 1400$ and above or Request Shipping Quote and refer to the detailed policy below.
  

Free shipping can be offered to clients having large orders or businesses ordering above $10,000 and as long as the shipping cost does not exceed 10% of the order total. The payment has to be made through electronic transfer i.e Bank Transfer. Please get in touch for further details

(Note: If the actual shipping cost is higher than the amount received from the client then the client must pay the difference. The shipping cost we can pay can not exceed the shipping cost paid to HAJEX by the client. The shipping depends on the delivery location, type of location, whether residential or commercial, size/weight of the items delivered, etc. Our Dispatch Team will contact you if needed. Placing an order with us does not guarantee it will be fulfilled/shipped! The final decision depends on shipping cost and delivery location. For Shipping Quotations please note we will collect prices for you which may consume lot of time for our team and this service have a fixed 50$ fee for collection of shipping quotes from 10+ carriers via HajexBolt.com and if the Shipping address is not same as Billing then a Proof of identification matching Billing or Shipping address needs to be provided - date of birth, id number or face photo can be hidden as we only need to see address and name of the party placing order matching billing or shipping address and name on order)

3. Returns

3.1 Return Due to Change of Mind (Customer Remorse)

HAJEX will happily accept returns due to a change of mind as long as a request to return is received by us within 30 days of receipt of the item and is returned to us in the original packaging, unused, and in resalable condition.

We can provide you with a prepaid return shipping label. This return label amount will be deducted from the original refund amount, or you can simply go to www.hajexbolt.com to book shipping labels yourself.

Once returns are received and accepted, refunds will be processed as store credit for a future purchase. We will notify you once this has been completed via email. HAJEX will refund the value of the goods returned, but will not refund the value of any shipping fees paid.

In case a customer does not accept the shipment during the given period, and as a result the shipment gets returned to us, there will be a recharge to ship to the customer again, or a refund can be requested after deduction of the shipping costs of both ways. It is the customer’s responsibility to communicate with the carrier using the tracking code provided and report immediately of any change, i.e., address change, availability, etc. Our driver or partner drivers may operate at any hour of the day or night; however, please make sure you are available 9 am - 5 pm to accept a delivery, and if you require special handling or an appointment, please inform us in advance. Our driver may attempt to deliver outside these hours in Quebec and Ontario so if you are unavailable outside these hours, please do advise in advance. In case an item gets lost after delivery, we shall not be responsible. Please also note that it is not obligatory for our carriers or drivers to do inside delivery. It is the responsibility of the customer to be available outside the property or premises that have been given at the time of order. If you need delivery inside please contact us directly for an approval in advance. We will determine on basis of service required if there will be any fee additionally or not for inside delivery, high rise building delivery, or other particular requirements. 

3.2 Warranty Returns

HAJEX will happily honor any valid warranty claims, provided a claim is submitted within 30 days of receipt of items. We can also provide you with a prepaid return shipping label or request you to book a return via https://www.hajexbolt.com

Upon receipt of items for a warranty claim, you can expect HAJEX to process your warranty claim within 7-10 business days.

Once the warranty claim is confirmed, you will receive the choice of:

(a) Refund in-store credit

(b) A replacement item sent to you (if stock is available and shipping fees are not included in any scenario i.e., warranty claim does not cover the shipping - only product replacement or equivalent store credit is covered)

(c) To return your product, you should mail your product to: 10051-10061 Mirabeau, Anjou QC H1J 1T7 or bring the item to our approved store address for return.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. Please note there is a 1% to 5% tolerance level we exercise in manufacturing defect claims, Minor cosmetic imperfections, including small scratches, paint inconsistencies, packaging wear, or manufacturing marks that do not materially affect the structural integrity or intended use of the product, may not qualify as warranty defects i.e., if a product is slightly scratched, then it will not be covered by warranty since it does not affect the purpose of the product when it comes to use. Often Dumbbells, Weight Plates, Benches, etc. get few cuts or have cosmetic imperfections, which could occur during mass production, transportation, and handling of the product, which is why it would not be possible for us to cover them under warranty, and neither we have any coverage on those from the manufacturing facilities. Any difference in product style, logo or look & feel differences would not be eligible for compensation of any kind of exchanges or refund. Please also note regardless of what you wish to exchange we will decide based on the stock available however the shipping cost for both ways will be the responsibility of the client. Warranty claims, replacement eligibility, refunds, and resolutions will be assessed by HAJEX in accordance with product condition, available evidence, manufacturer policies, inventory availability, and applicable consumer protection laws.

Disclaimer: Regarding approved but items with any minor damages or issues, for example pins broken, cradle breaks, plastic pieces cracking open, discoloration or issues of a similar nature occur, we will communicate with the manufacturer for replacement parts, and upon receiving the replacement parts it will be the client’s responsibility to arrange to pick them or can ask us to provide a shipping label for which the client must pay. Our locations will have the option to do it for you without a fee; however, since we operate across Canada and the USA the shipping is unpredictable so we do not take responsibility for offering Free Shipping in case of claims arising from product damages. 

4. Delivery Terms and Time

4.1 Transit, Handling & Order Cut off Time Domestically

Domestic shipments:

• Transit Time: 1 – 5 business days (Monday to Friday)
• Cut-off time:  3:00 pm Eastern Standard Time (Toronto)
• Order handling time:  1 – 2 business days
  

4.2 Transit, Handling & Order Cut-off Time Internationally

• Transit Time: 2 – 7 business days (Monday to Friday)
• Cut-off time:  3:00 pm Eastern Standard Time (Toronto)
• Order handling time:  1 – 2 business days

All shipping and delivery timelines provided by HAJEX are estimates only and are not guaranteed unless expressly stated otherwise in writing or through a guaranteed carrier service purchased separately.  

4.3 Change Of Delivery Address

Orders placed before 3:00 pm will be dispatched the same day; otherwise, within the next business day, both domestically and internationally.

Our warehouse operates on Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

For a change of delivery address request, we are able to change the address at any time before the order has been dispatched. 

4.5 P.O. Box Shipping

HAJEX will ship to P.O. box addresses.

4.6 Military Address Shipping

We are able to ship to military addresses.

4.7 Items Out Of Stock

If an item is out of stock, we may dispatch the in-stock items immediately and send the remaining items once they return to stock, or offer replacements/refunds. If part of an order can be fulfilled and part of it is missing or unfulfilled then the unfulfilled or missing part can be investigated for replacement or refund if approved.  

4.8 Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

4.9 Price Match

The price match is contingent on multiple factors, i.e., the product has to be same, the product supplier or seller must be recognized amongst known and legible businesses in the industry. Self pick up has to be around one of our warehouses and the product has to be available as well in that particular store i.e. for a pick up price match the price has to match the pick up and the competitor has to be closely located i.e. with in 45 minutes of drive away i.e. price matches for self pick up do not apply if the distance is over 50km between both locations client is comparing.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking code with which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. If the delivery is handled by our own drivers then no tracking will be provided however you can contact us from time to time to check the status of the delivery. 

6. Parcels Damaged in Transit

If you find a parcel is damaged in transit, please reject accepting the parcel from the courier and get in touch with our customer service. We need to be informed with in 24 hours of reception of the packages if they are damaged or the content of the packages is found damaged, replaced, incomplete, etc. Please note that most courier companies require you to keep the packages with you for up to 60 days while they complete their investigation. If the parcel has been delivered without you being present, please contact customer service with next steps. We may be able to provide you with a free downloadable return label that you can print to return the goods back to our address given to you by our dispatch department. Once the case is escalated & claim is confirmed, you will receive the choice of:

(a) a refund in-store credit

(b) a replacement item sent to you (if/when stock is available) & shipping cost is covered by the carrier or the client

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Customer will not pay for return shipping, nor will there be any deduction in case of loss of parcel during transit period if they have paid for insurance. Please contact us for insurance at support@hajex.com

7. Duties & Taxes

7.1 Sales Tax

Sales tax will apply to the price of the goods as displayed on the website, as per the destination of delivery chosen at checkout.

7.2 Import Duties & Taxes

Import duties and taxes for international shipments will be prepaid, without any additional fees to be paid by the customer upon arrival in the destination country in most scenarios. However, please do check with your Border Services to avoid unpleasant surprises. The USA often has a New tariff applied to each shipment, ranging between 10% to 35% payable by the receivers. Please pay these upfront so the delivery does not get delayed. Currently, UPS handles most of our shipments to the USA. If you have your own Broker, please do convey to us the details in Notes section at time you place the order.

8. Cancellations & Fees

If you change your mind before you have received your order, we are able to accept cancellations at any time; however, only store credit is issued. Details can be checked on our Refunds Policy page.

8.1 Installation Service

9. Insurance & Delivery Access

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim. Please do not hesitate to follow up if needed.

9.2 Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost. HAJEX will cover the costs approved by the carrier in full and pass it to customer. 

9.3 Delivery Access, Safety, and Service Scope Policy

A. Safe and Clear Access Requirement

The Client is solely responsible for ensuring a safe, unobstructed, and legally accessible path from the delivery vehicle to the designated drop-off location. This includes, but is not limited to:

Removal of snow, ice, water, mud, debris, and obstacles

No barricades, construction hazards, or access restrictions

Adequate lighting and visibility

Compliance with municipal parking and access regulations

A stable, non-slippery surface suitable for transporting heavy items

If safe access is not available upon arrival, the delivery may be refused, postponed, or completed curbside at the driver’s discretion. Additional fees may apply for re-delivery.

B. Responsibility for Injury or Property Damage Due to Unsafe Conditions

The Client assumes full responsibility and liability for any injury, accident, loss, or damage sustained by delivery personnel, equipment, or third parties arising from unsafe or inadequate site conditions at the delivery location.

This includes situations involving:

Slippery or unstable surfaces

Inadequate clearance or confined spaces

Hazardous materials or unsafe structures

Failure to disclose known risks

The Client agrees to indemnify and hold harmless the Company, its employees, contractors, and agents from any claims, costs, damages, or legal actions resulting from such conditions.

C. Scope of Delivery Service

Unless explicitly agreed in writing, delivery service is limited to standard drop-off at ground-level curbside or building entrance.

The following services are NOT included:

Inside delivery beyond the entrance threshold

White glove service

Placement, installation, or assembly

Stair carry, elevator transport, or maneuvering through tight spaces

Removal of existing items or packaging

Any assistance provided beyond standard delivery is performed voluntarily at the Client’s risk and does not transfer liability to the Company.

D. Right to Refuse Unsafe Delivery

Delivery personnel have the absolute right to refuse or stop a delivery if conditions are deemed unsafe or non-compliant with this policy. Such determination is final and made in the interest of safety.

E. Additional Charges

If delivery cannot be completed due to unsafe access, absence of the Client, or misrepresentation of conditions, the Client may be charged for:

Failed delivery attempt

Storage

Re-delivery

Additional handling requirements

F. Client Acknowledgment

By scheduling delivery, the Client confirms acceptance of these terms and acknowledges responsibility for providing a safe delivery environment.

10. Shipping or Transportation related Delay

In case of delay in logistics from the Port, Intermodal, etc. HAJEX would not be responsible where it is not under our control. A common example is National Holidays leading to delay in deliveries. Please also note that sometimes there may be a part of the bundle or order may be missing or not delivered and in that case, clients can contact us to check if there is a possibility to do cancellation on the pending items or if they can be shipped at later date. In the case of cancellation for refund please make sure the shipping cost is also considered as we have to recalculate the total cost or you can discuss with CSR to replace the items with other products possible with in the size and weight tier to avoid having to pay the shipping fee if you have “Free Shipping” applied on original order. 

11. Fraud Prevention & Verification

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

12. Chargebacks & Payment Disputes

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

13. Customer service

For all customer service inquiries:

• Trade name: HAJEX Fitness
• Phone number: 8553969333
• Email: support@hajex.com
• Physical address: HAJEX Fitness, 10051-10061 Mirabeau, Anjou QC H1J 1T7, Canada

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

Please allow up to 2 business days for us to respond to your emails or voice messages. Order change or cancellation requests submitted within this period are not automatically acknowledged or accepted until confirmed by our team. Please note that our offices are closed on weekends, and response times may be longer during this period.