Treadmills
Exercise Bikes
Ellipticals
Rowers
Mini SteppersFrequently Asked Questions
We have provided a list of answers of the most frequently asked questions in the FAQ section. If you have further questions, please contact us.
Before Placing Your Order
Where do I see the prices of your equipment?
The prices for each of our pieces of equipment differ from one country to the other. Contact your local authorized dealer for more information or get in touch with our sales team right now.
Where is VSG fitness equipment manufactured?
VSG fitness equipment is designed and manufactured in China and Taiwan. We build equipment to order using high quality materials including structural steel and premium components. Quality, durability and safety are our highest priorities.
Does your equipment have any certificate?
Yes, all VSG fitness equipment will come with either CE, EN957 or RoHS certificate. If a third-party certificate is required, please discuss details with us before confirming order.
What countries do you deliver to?
We deliver to all countries around the world.
Can I place sample order?
Of course! But you will have to pay for the sample and delivery fee. However, if an official bulk order is placed after testing, you can ask for a refund of the sample fee.
What is your minimum order quantity (MOQ)?
To maximize the production efficiency, our MOQ is a 20′ container per item.
How do I place an order?
Please always contact us by e-mail to make an order. We will get back to you with an official proforma invoice. If you want to contact us you can call us on our phone line: which is open between 8 AM to 5 PM TST on weekdays or email us at info@vsgfitness.com.
Which Incoterms do you use?
Normally we use EXW & FOB but it really depends on the customers and orders.
What payment methods does VSG accept?
We currently accept wire transfer, Visa and Mastercard. Please note that we do not accept any other methods or payment apart from those listed above.
How is equipment shipped?
All equipment will be shipped in a 20′, 40′ or a 40’HQ container by sea. As for spare parts, we can deliver by DHL, FedEx or TNT.
What are the lead times for delivery after I place my order?
All of our products are made to order, which means when your order is put in is when we start production. So, when you are ready to place your order we can provide you an accurate lead time. Normally, orders can be shipped within four to six weeks of receiving full payment, however, the lead time varies depending on fluctuating demand and plant capacity. Custom orders require extra time to process and build. Your sales representative will work with you to determine when your order must be placed to meet a specific delivery date. We always do our best to satisfy a specific delivery date however the orders ship based on the order they are confirmed.
Can you make custom products?
Absolutely. We can modify many of our products to meet your specific requirements. Our representative will consult with you to determine the best product to meet your needs.
What are the custom logos requirements?
For an additional fee, the equipment can be custom with the original logos you provide. All customized orders must be quoted individually based on the artwork. For best results, please provide your logo in one of the following file formats: AI, JPG, PDF, EPS, or PNG (vector art preferred). Please note that we cannot reproduce trademarked logos or art without explicit permission from the owner.
During Production
What are the differences between commercial, light commercial and home use equipment?
The main difference is the engineering and construction to ensure reliability and performance under different use conditions. Our commercial equipment is made to withstand constant use in facilities, while light commercial equipment is designed for 3-5 hours use per day. Home equipment is built to support use in a home setting, which is also generally smaller and weighs less than commercial and light commercial equipment.
How can I follow my order?
Don’t worry, we will send you product pictures and package pictures to keep you updated.
How long will it take for my order to be ready?
Lead times are dictated by the volume of orders so they vary from period to period. Our goal is to keep them between 4-8 weeks.
After Shipment
My order arrived but I am missing items, what do I do?
Please always write down the order number and identify the missing parts then contact our after-sales team on or info@vsgfitness.com and we’ll sort this out for you.
My order arrived but it’s the wrong product, what do I do?
Normally this rarely happens. However if it does then just give us a call on , talk to us via Live Chat, or drop us an email at info@vsgfitness.com and the customer service team will help to determine the next steps.
My order arrived but it’s demaged / faulty, what do I do?
Our equipment leaves the factory in perfect condition, should this happen though please contact our customer service team. To speed up the process please have the below to hand:
- Order number
- Product name
- Details of the damage
- photos of the defected areas
We will then resolve this for you as quickly and best we can.
What is the equipment warranty policy?
At VSG Fitness Inc., we stand behind the quality of our products and are more than willing to replace the equipment / spare parts if it meets our criteria. we offer a 1-year standard warranty on any any workmanship defects and a 12 months warranty on all material defects.
Not covered under warranty:
- Alterations
- Electronic parts
- Materials over 12 months from date of manufacture.
- Products classified as seconds, samples, promotional, or used.
- Damage caused by mistreatment or consequential use.
- Requests without valid serial number sticker.
What is the warranty process for equipment?
Please contact customer service first with Order no. or Serial no. and photos of the damaged parts of the equipment. The customer service team will help to determine the next steps.
How do I track my order?
Shipping advice will be provided when the container has left our factory. The email will include ETC, ETD, ETA & vessel name. For packages delivered by air, you will have a tracking number from DHL or FedEx and sometimes the tracking information may not be available immediately. This is caused by a scanning delay with their system. Give us a call on if any tracking links still not working after 48 hours.
I need to replace a part, what do I do?
Parts for your equipment can always be purchased from the us or your VSG local dealership. However, kindly note if the machine is discontinued for years, the parts will be no longer available. So, please send us an email at info@vsgfitness.com along with your equipment serial number and pictures of the pieces you need a replacement for.
Where can I get a copy of the manual for my equipment?
Please contact info@vsgfitness.com for more information.
Where do I find the serial number on my VSG fitness equipment?
VSG serial numbers are generally found at the base of the unit and consist of a series of 6 numbers on a silver label.
