Frequently Asked Questions
Got a question?
You'll find quick answers about orders, shipping, returns, payments and privacy below. If you don't see what you need, our team is always happy to help.
About FitXFusion
Who runs FitXFusion?
FitXFusion is a brand of Matugi LLC, based in Orlando, Florida, United States. It was founded in 2010 by Hleb Matugi.
Where are your products made?
Our products are manufactured in China and sourced from approved suppliers. Orders ship directly to you from our supplier partners.
Are your products medical devices?
No. Our products are designed for general wellness, comfort and relaxation. They aren't intended to diagnose, treat, cure or prevent any disease. If you have a medical condition, are pregnant or are recovering from an injury, please check with your healthcare provider before use.
Orders
Can I place an order at any time?
Yes. You can order 24/7, and there's no daily cut-off time. Processing starts as soon as your order is placed.
Can I cancel or change my order?
Yes, if you email us within 12 hours of placing your order with your order number. There's no cancellation fee, and refunds go to your original payment method within 10 days.
Can I change my delivery address?
Yes, within 2 hours of placing your order. Email us with your order number and the correct address.
Can FitXFusion cancel my order?
We may cancel an order if we suspect fraud or unauthorized use of a payment method, or if an item becomes unavailable. You'll receive a full refund in either case.
Shipping and Delivery
Do you offer free shipping?
Yes. Every order ships free, with no minimum spend.
Where do you ship?
We ship within the United States and to most international destinations. We're currently unable to ship to Belarus, Russia or Ukraine.
How long will my order take to arrive?
Your order is processed within 12 hours and handed to the carrier within 3–4 days. Shipping takes 7–14 days, so most orders arrive within 10–18 days of being placed.
Will I pay customs duties or import taxes?
No. For international orders, any duties, taxes or import charges are covered by us.
How can I track my order?
Your tracking number is emailed to you automatically once your order has been prepared.
What if my order is late or lost?
If your order hasn't arrived within 18 days, email us and we'll check with the carrier. If it hasn't been delivered 30 days after your order date, we'll treat it as lost and send a free replacement, or a full refund if the item is unavailable.
My tracking says delivered, but I don't have my parcel. What should I do?
Check around your home and with neighbors first, then contact us within 7 days of the delivery date. We'll open a carrier investigation and send a replacement if the carrier confirms it wasn't delivered.
Returns, Refunds and Warranty
What is your return policy?
You can request a return within 30 days of delivery. Once approved, you have 15 days to send the item back. Items must not be intentionally damaged, and Final Sale items can't be returned.
How do I start a return?
Email us at support.fitxfusion@gmail.com with your order number and the reason for your return. We'll send instructions once your return is approved.
Who pays for return shipping? For standard returns, you pay for return shipping. If your item arrived damaged, defective or wrong, there's nothing to send back.
Do you charge a restocking fee?
No.
Do you offer exchanges?
Not at this time. You can return your item and place a new order instead.
What if my item arrives damaged, defective or wrong?
Email us within 30 days of delivery with your order number and photos. We'll send a free replacement with the correct or working item. You don't need to return the original.
Do your products come with a warranty?
Yes. Every product is covered against manufacturing defects for 90 days from delivery. Just email us with your order number and photos or a video of the defect.
When will I get my refund?
Within 10 days of approval, back to your original payment method. Your bank may take a few extra business days to show it.
Do you offer partial refunds?
No. Approved refunds cover the full amount you paid for the returned item.
Payments and Billing
Which payment methods do you accept?
All credit and debit cards, PayPal, Apple Pay, Google Pay, Shop Pay and Amazon Pay. None of them carry an extra fee.
What currency are your prices in?
All prices are in U.S. dollars (USD) and include applicable taxes.
Can I use more than one discount code?
Each discount code can be used once per customer and doesn't apply to items that are already discounted.
I was charged twice or the wrong amount. What should I do?
Email us with your order number and a screenshot of your bank statement. Once we confirm the error, we'll refund the extra amount within 10 days.
Privacy and Security
Is my payment information safe?
Yes. Checkout is powered by Shopify, is encrypted and is PCI DSS compliant. We never see or store your full card number.
Do you sell my personal information?
No. We only share what's needed with trusted providers, such as Shopify, payment providers, our supplier partners and carriers, to process and deliver your order.
How do I unsubscribe from marketing emails?
Click the "unsubscribe" link at the bottom of any marketing email, or email us and we'll remove you.
Contact
How can I reach your team?
Email us at support.fitxfusion@gmail.com, use live chat on our website or fill out the form on our Contact Us page. We're available Monday to Friday, 9:00 AM to 6:00 PM ET, and Saturday, 10:00 AM to 2:00 PM ET, and we reply within 24 business hours.
Why Just FitXFusion?
