Frequently Asked Questions
Have a question before or after you order?
You’ll probably find the answer here. If not, our support team is always happy to help.
1. Orders & Payments
Q: What payment methods do you accept?
A: We accept all major credit and debit cards, as well as popular digital wallets such as PayPal, Apple Pay and Google Pay. All payments are processed securely through our trusted checkout providers.
Q: When will my card be charged?
A: Your payment is captured at the time you place your order so we can immediately start processing, packing and scheduling shipment for you.
Q: Can I use more than one discount code on the same order?
A: Only one discount code can be applied per order. Some codes are limited-time or single-use, so if a code isn’t working, please check that it hasn’t expired or been used before.
Q: Can I change or cancel my order after placing it?
A: If your order has not yet been shipped, we can usually update your shipping address, contact information or cancel the order. Once an order has shipped, we’re no longer able to modify it, but you can use our standard return process after delivery. Please contact us as soon as possible via our Contact page and include your order number.
Q: Will I be charged sales tax?
A: Depending on your shipping address, local sales tax may be applied at checkout in accordance with regional regulations. Any applicable tax will be clearly shown before you complete payment.
2. Shipping & Delivery
Q: Where do you ship from?
A: Orders are shipped from our partner warehouses in the United States. We’ll automatically select the closest warehouse to your address to help your equipment arrive as quickly as possible.
Q: How long will it take to receive my order?
A: Most in-stock orders leave our warehouse within 24–48 hours (business days). Standard delivery time within the contiguous U.S. is typically 3–7 business days after shipment. During peak seasons or extreme weather, carriers may experience slight delays.
Q: How much is shipping?
A: We offer free standard shipping within the contiguous United States on qualifying HOPHORSE equipment. Any exceptions (remote areas, oversized items, etc.) will be clearly indicated on the product page or at checkout.
Q: Do you ship to Alaska, Hawaii, Puerto Rico or internationally?
A: At this time, we primarily ship within the 48 contiguous U.S. states and do not ship to P.O. Boxes, APO/FPO addresses, Alaska, Hawaii or U.S. territories. We’re working on expanding our coverage; please check our Shipping Policy or contact us for the latest information.
Q: How do I track my package?
A: Once your order ships, you’ll receive a shipping confirmation email with your tracking number and a link to follow your delivery in real time. You can also check your order status from your account or the “Track Order” link on our website.
Q: My tracking shows “Delivered” but I can’t find the package. What should I do?
A: First, check around your home (side door, back porch, lobby, leasing office, neighbors) and confirm the shipping address on your order. Carriers sometimes mark packages delivered a few hours before they arrive. If the package still hasn’t shown up within 24 hours, please contact the carrier with your tracking number and then reach out to us so we can help.
3. Products, Assembly & Use
Q: Do HOPHORSE machines require assembly?
A: Assembly depends on the specific model. Many of our compact products (like certain vibration plates) come almost fully assembled—just unbox, plug in and start training. Larger machines, such as treadmills or ski trainers, may require simple assembly with a few steps.
Q: Are tools and instructions included?
A: Yes. Every product comes with a printed user manual and the basic tools needed for assembly (if assembly is required). We also provide clear diagrams and step-by-step guidance. If you have any trouble, our support team can walk you through the process.
Q: How long does assembly usually take?
A: For most customers, basic assembly takes about 3–10 minutes for compact machines and around 10–30 minutes for larger cardio equipment, depending on your experience and the specific model.
Q: What is the weight capacity of HOPHORSE equipment?
A: Weight capacity varies by product. Please refer to the “Specifications” section on each product page for the exact maximum user weight. We always recommend choosing a machine with a comfortable safety margin above your current weight.
Q: Are HOPHORSE machines suitable for apartments or upstairs use? Are they noisy?
A: HOPHORSE equipment is designed with home use in mind—quiet motors, stable frames and vibration-absorbing foot pads to reduce noise and floor impact. For apartments, we still recommend using an exercise mat under the machine and avoiding high-impact training late at night, but most customers find our products very apartment-friendly.
Q: Are your products suitable for beginners or seniors?
A: Yes. Many HOPHORSE machines offer multiple intensity levels so you can start gently and progress at your own pace. Always begin with shorter sessions and lower settings, and if you have any existing health conditions, consult your doctor before starting a new exercise program.
Q: Can multiple people in the household use the same machine?
A: Absolutely. As long as each user falls within the recommended weight and usage guidelines, the equipment can be shared by the whole family. For hygiene, we recommend wiping down handles and surfaces after each use.
4. Warranty, Returns & Exchanges
Q: What kind of warranty do you offer?
A: HOPHORSE equipment comes with a 3-year quality guarantee on manufacturing defects for the main structure and core components, plus coverage on selected parts and accessories according to the model. Full details are listed on our Warranty page.
Q: What does the warranty cover?
A: Our warranty is designed to cover problems caused by manufacturing or material defects under normal home use—such as faulty motors, control panels or welded frames. It does not cover normal wear-and-tear, misuse, lack of maintenance, or damage from improper assembly or storage.
Q: How do I make a warranty claim?
A: Please contact our support team with your order number, product model, a description of the issue and clear photos or videos. Our technicians will review your case and may provide troubleshooting steps, replacement parts or other solutions depending on the situation.
Q: What is your return policy?
A: We offer a hassle-free return window (for example, 30 days) from the date of delivery. Products must be in clean, good condition with all original parts, accessories and packaging. Please contact us before sending anything back so we can issue return instructions and an RMA number.
Q: Are returns free?
A: If your product arrives damaged, defective or we ship the wrong item, we will take care of the return or replacement at no cost to you. For change-of-mind or non-defective returns, the customer is typically responsible for return shipping and any applicable restocking fees, as large fitness equipment is costly to transport. Exact details are provided in our Return Policy.
Q: How long does it take to receive my refund?
A: Once your return is received and inspected, approved refunds are usually processed within 3–7 business days back to your original payment method. Your bank or card issuer may need additional time to post the credit.
5. Troubleshooting & Support
Q: My machine won’t turn on. What should I check first?
A: Please confirm that the power cord is firmly plugged into both the wall outlet and the machine, that the safety key (for treadmills) is properly in place, and that the power switch is turned on. Try a different outlet if possible. If it still doesn’t power on, stop using it and contact our support team with a short video of the issue.
Q: The display or remote isn’t working correctly.
A: Start by checking the batteries in your remote (if applicable) and ensure any protective films have been removed from the console. Unplug the machine for 5 minutes, then plug it back in to reset. If buttons or readings still don’t respond normally, please reach out to us with photos or a video so we can help diagnose the problem.
Q: I hear unusual noise or feel vibration during use. Is that normal?
A: Light noise and vibration are normal for fitness equipment, but loud knocking, scraping or shaking usually indicates that the machine is not level, bolts are loose or the floor surface is uneven. Stop using the product, double-check all screws and position the machine on a flat, stable surface or exercise mat. If the problem continues, contact us before further use.
Q: My product arrived with a damaged box. What should I do?
A: Shipping heavy equipment across long distances can sometimes cause scuffs or dents on the outer carton. We recommend opening the box to inspect the actual machine first—often the product inside is perfectly fine. If you notice any damage to the equipment itself, do not assemble or use it. Take clear photos of the box and product and contact us right away so we can assist with a replacement or other solution.
6. Health & Safety
Q: Can I use HOPHORSE equipment if I have a medical condition or recent injury?
A: Safety comes first. If you have any heart, joint or balance issues, are pregnant, or are recovering from surgery or an injury, please check with your doctor before using vibration plates, treadmills or any new training equipment. Always follow the guidelines in the user manual and start with the lowest intensity and shortest duration.
Q: How long and how often should I use the equipment?
A: For most healthy adults, we recommend starting with 10–15 minutes per session, 3–4 times per week, and gradually increasing duration and intensity as your body adapts. Listen to your body—if you feel dizzy, unusually fatigued or uncomfortable, stop the session and rest.
7. Contacting HOPHORSE
Q: How can I reach HOPHORSE customer support?
A: You can contact us through the Contact Us page on our website or by replying to any order-related email you received from us. Please include your order number, product model and a brief description of your question so we can help you faster.
Q: When can I expect a reply?
A: Our support team typically responds within 1–2 business days (often sooner) during our regular service hours. During major promotions or holidays, response times may be slightly longer, but we answer every single message.