FAQ
Everything you need to know about SALUSIA products, ordering, shipping, and care.
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### Ordering & Payment
#### What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Apple Pay. All payments are processed securely through Stripe.
#### Do you offer financing or payment plans?
Yes, we offer flexible payment plans through Klarna and Afterpay at checkout. You can split your purchase into 4 interest-free payments.
#### Is my payment information secure?
Absolutely. We use industry-standard SSL encryption and never store your credit card information on our servers. All payments are processed through PCI-compliant payment gateways.
#### Can I change or cancel my order?
Since our products are custom-made to order, we can accept changes or cancellations within **48 hours** of placing your order. After that, production has begun and we may not be able to make changes. Contact us immediately at support@salusiaworking.com if you need to modify your order.
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### Production & Shipping
#### How long does production take?
Every SALUSIA product is custom-made to order. Our standard production time is approximately **60 days** from the date of order. This allows us to ensure the highest quality craftsmanship for every piece.
#### Can I track my order?
Yes! Once your order ships, you'll receive a shipping confirmation email with a tracking number. You can also track your order by logging into your account on our website.
#### Do you ship internationally?
Yes, we ship worldwide to most countries. Shipping costs and delivery times vary by destination. You can see exact shipping costs at checkout before completing your purchase.
#### How long does shipping take?
After production is complete (60 days), shipping typically takes:
- **United States:** 7-14 business days
- **Australia:** 10-18 business days
- **United Arab Emirates / Middle East:** 10-20 business days
- **Europe:** 10-18 business days
- **Other countries:** 14-25 business days
Please note: These are estimates and may vary due to customs processing, holidays, or other factors beyond our control.
#### Do I have to pay customs duties or taxes?
Customs duties and taxes are the responsibility of the customer and are not included in the product price or shipping cost. These fees vary by country and are typically collected by the shipping carrier upon delivery. We recommend checking with your local customs office for an estimate of any applicable fees.
#### What if my order arrives damaged?
We package every product with extreme care to ensure it arrives in perfect condition. However, if your order arrives damaged, please contact us within **7 days** of delivery with photos of the damage and packaging. We'll arrange a replacement or refund as quickly as possible.
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### Returns & Exchanges
#### What is your return policy?
Since our products are custom-made to order, we do not accept returns for change of mind. However, if your product arrives defective or damaged, we will replace it or issue a full refund. Please inspect your order carefully upon delivery and contact us within 7 days if there are any issues.
#### Can I exchange my product for a different color or size?
Because each product is custom-made, we cannot offer exchanges for different colors, sizes, or configurations. We recommend carefully reviewing product specifications and contacting us with any questions before placing your order.
#### What if I'm not satisfied with my purchase?
We stand behind the quality of our products. If you're not completely satisfied, please contact us at support@salusiaworking.com and we'll do our best to make it right. Your satisfaction is important to us.
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### Product & Care
#### What materials do you use?
We use only premium, durable materials including:
- High-grade steel for frames and structures
- Premium rubber for grips and flooring
- Solid wood accents (where applicable)
- Corrosion-resistant coatings for longevity
All materials meet international safety and quality standards.
#### How do I care for my SALUSIA equipment?
- **Clean regularly** with a soft, damp cloth and mild soap
- **Avoid harsh chemicals** or abrasive cleaners that could damage finishes
- **Dry thoroughly** after cleaning to prevent moisture buildup
- **Check bolts and connections** periodically and tighten if needed
- **Store in a cool, dry place** away from direct sunlight and extreme humidity
- **Use equipment mats** to protect floors and reduce noise
#### Do your products come with a warranty?
Yes! All SALUSIA products come with a **2-year limited warranty** covering manufacturing defects in materials and workmanship. This warranty does not cover normal wear and tear, misuse, accidental damage, or modifications made by the customer.
For warranty claims, contact us at support@salusiaworking.com with your order number, photos of the issue, and a description of the problem.
#### Can I purchase replacement parts?
Yes, we offer replacement parts for all our products. Contact us at support@salusiaworking.com with your product model and the part you need, and we'll provide pricing and availability.
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### Custom & Bulk Orders
#### Do you offer custom colors or finishes?
Yes! We offer custom color options for most products. Contact us at partnerships@salusiaworking.com with your requirements, and we'll provide a custom quote. Custom orders may have longer production times.
#### Do you offer bulk or wholesale pricing?
Yes, we offer wholesale pricing for bulk orders, commercial clients, interior designers, and fitness studios. Contact us at partnerships@salusiaworking.com with details about your project, and our team will provide a custom quote.
#### Can I use your products in a commercial gym or studio?
Our products are designed primarily for home use, but many are suitable for light commercial environments. Contact us to discuss your specific needs, and we'll recommend the best products for your space.
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### Still have questions?
We're here to help! Email us at **support@salusiaworking.com** and we'll get back to you within 24-48 hours.