Frequently asked questions

Shipping is based on your order’s weight and where it’s going: a per-pound rate for your region plus a fixed fee per order. Each product page shows an estimate for your area, and the exact amount appears at checkout before you pay. Orders over 10,000 lb get a freight quote instead, and no shipping is charged when you order.

Orders leave our warehouse within 1–2 business days (order cut-off 3 PM Eastern, Monday to Friday). Transit then takes 1–4 business days to Quebec and Ontario, 2–6 to Western Canada, 3–7 to Atlantic Canada and 4–11 to most of the US. Times for Yukon, the Northwest Territories and Nunavut vary by community. All times are estimates.

Most orders ship from our warehouse in Anjou, Montreal. Items in stock at our Delta, BC location can ship from there to customers nearby, which is often faster and cheaper.

Heavy orders ship in several boxes (the X1 Smith machine alone comes in five), and carriers sometimes deliver them on different days. Each box has its own tracking line on HAJEX Bolt. If a box is still missing once the others have arrived, email support@hajex.com with your order number.

Standard delivery is to the curb or your building entrance. Inside delivery, stairs, placement and assembly aren’t included unless agreed in writing before delivery. Please keep a clear, safe path from the truck and be available between 9 am and 5 pm.

Near our Anjou warehouse in Montreal, and near our Delta, BC pickup location, local delivery may be available for a flat fee based on distance (30 km and 60 km bands). If your address qualifies, the option appears at checkout next to the standard rate.

We email a tracking number when your order ships, and you can follow any order on HAJEX Bolt. If our own driver delivers, tracking may not be available, so contact us for an update.

Yes. Pickup is free at our warehouse in Anjou, Montreal (10051–10061 Rue Mirabeau, H1J 1T7) and at our pickup location in Delta, BC, which a logistics partner runs for us. Both are by appointment only, and pickup at each depends on your items being in stock there. Call or email on the day you plan to come and wait for our confirmation before you travel. Orders not collected within 2 business days are charged $3 per day for storage.

Yes. Whoever picks up needs to show valid photo ID.

Yes. Machines are on the floor at our Anjou warehouse in Montreal. Call or email to arrange a visit, or ask for a WhatsApp video call at 855-396-9333 and we’ll walk you around the machine.

The X2, X3, X4 and X5 have built-in weight stacks: 2 × 132 lb on the X2, 2 × 165 lb on the X3, 2 × 220 lb on the X4 and 2 × 154 lb on the X5. The X1 and Z1 are plate-loaded and come without plates, so add Olympic (2-inch) plates.

Match the hole to your bar. Standard plates have a 1-inch hole for 1-inch bars; Olympic plates have a 2-inch hole for Olympic bars and plate-loaded machines such as our Z1 Smith machine. Cast iron and PVC plates come in both sizes, so choose the Sleeve Size on the product page; bumper plates are 2-inch only.

Yes. Rubber hex dumbbells can be bought one at a time (choose “1 Dumbbell (Not a Pair)”) or as full sets, and plates are sold by the plate, so you can order exactly the weights you need.

No. Machines ship flat-packed in several boxes (the X1 Smith machine comes in five, none over 99 lb) and are assembled at home. Allow a few hours and a second pair of hands for a Smith machine.

New rubber can smell for the first few days. The smell fades on its own; airing the pieces out and wiping them with mild soap and water speeds it up.

No. US orders ship duties paid: import duties, customs clearance and brokerage are prepaid by us and included in the shipping shown at checkout, and we don’t add US sales tax. If a carrier asks you to pay on delivery, refuse and email support@hajex.com.

You can return unused items in their original, undamaged packaging within 30 days of delivery. Approved change-of-mind returns are refunded as store credit, and the original shipping isn’t refunded. We can send a prepaid return label (its cost comes off your refund), or you can book your own return through HAJEX Bolt. Items marked Final Sale can’t be returned for a change of mind.

Every product has a 12-month warranty against manufacturing defects, starting on the delivery date. To make a claim, email support@hajex.com. Claims are processed within 7–10 business days of receiving the item, with a replacement or store credit if approved. Minor cosmetic marks from production or transport aren’t covered.

If the box is visibly damaged, refuse the delivery and contact us right away. If you’ve already accepted it, tell us within 24 hours and keep the original packaging, as the carrier may need it for up to 60 days.

Visa, Mastercard, Discover, Diners Club and American Express, including business and corporate cards. You can also check out with Shop Pay, Apple Pay or Google Pay, or spread the cost with Affirm. See our Payment Policy for details.

To protect you and us from card fraud, we may ask for ID, address or payment verification before shipping. If your shipping address differs from your billing address, we need valid photo ID showing your name and address; you can cover your date of birth, ID number and photo. Read why we verify orders.

The product page shows when out-of-stock items are expected. If part of your order isn’t in stock, we may ship what’s ready now and the rest when it arrives, or offer a replacement or refund for the missing part.

Yes, any time before delivery. Change-of-mind cancellations are refunded as store credit, and a restocking fee of up to 35% may apply. If you cancel because we told you about a higher shipping or duty cost, or you decline a freight quote, you get a full refund with no fee.

Yes, on an identical product sold by an established fitness retailer. For pickup orders, the competitor must be within 50 km of our warehouse and have the item in stock.

Call 855-396-9333 or email info@hajex.com before you buy, and support@hajex.com after. We reply within 1–2 business days, and the office is closed on weekends.