✉️ Customer Service: customersuccess@kraftathlet.de | Purchasing Advice: beratung@kraftathlet.de | WhatsApp Consultation
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Post-Purchase Customer Service

Our partnership really begins with the delivery. Here you can see what happens after your purchase, what’s included in the price, and what additional services we offer upon request. You’ll receive a quote in advance for any additional services, so you’ll always know the cost up front.

1. Delivery

Larger items are shipped via a freight carrier. Delivery is made to the curb—not all the way into your workout room. We'll coordinate the delivery date with you.

After you place your order, you'll receive an email from us. If you've purchased a heavy item that needs to be assembled, or if you need help carrying it inside, please contact us directly. We'll take care of it for you.

2. Assembly and installation upon request

Installation is not included in the purchase price. However, you can add it as an extra service through us. Just let us know what appliance you have, where it needs to go (floor, elevator, stairs), and when it’s convenient for you. We’ll send you a quote, and our installation team will set up your appliance, align it, and test it.

3. Orientation

We offer training sessions for many pieces of equipment. You'll learn how to properly adjust settings, springs, and ropes, as well as how to care for your equipment. Whether training is available for your equipment—and in what form—depends on the manufacturer. Just ask us before or after your purchase.

4. When Something Is Wrong

Here's how it works:

  1. Please contact us using the contact form. It's best to include photos or a short video, along with your order number.
  2. We will investigate the matter, in consultation with the manufacturer if necessary.
  3. We'll solve the problem. Depending on the situation, we'll send a replacement part, instructions, or a technician.

If a warranty or guarantee claim arises, we'll take care of it. If, for example, the damage was caused by improper use, you'll receive a quote for a technician visit in advance. You can then decide whether to accept it. Customers with a maintenance contract receive technician service under the terms of their contract.

The manufacturer's warranty varies by brand. You can find it on the respective product page. Your statutory warranty rights remain unaffected.

5. Replacement Parts

We order replacement and wear parts for you directly from the manufacturer. How quickly a part arrives depends on the manufacturer and the part itself. We'll let you know the estimated delivery time before we place the order.

6. Maintenance for Studios

Do you run a gym? If so, your equipment needs to be inspected regularly. We offer fixed-price maintenance packages. Until then, we’d be happy to provide you with a customized quote.

7. 30-Day Return Policy

You can return equipment within 30 days. This applies to both individual customers and studios. You can find all the details on the Return Policy page at Kraftathlet.

8. Additional services available upon request

For these services, we'll provide you with a quote tailored to your project:

  • Dismantling, Moving, and Reassembling Your Equipment
  • Replacement of Springs, Cords, and Upholstery
  • Orientation for Your Coaching Staff
  • Help with Setup and Use in Everyday Studio Life

Firsthand

Linda furnished her Pilates studio with our products. In this Instagram video, she talks about how the collaboration went for her.

We're here for you

Do you have a question about your device or need one of the services listed above? Contact us using the contact form. Please include your order number so we can help you more quickly.

Your Kraftathlet Team

Frequently Asked Questions

Answers Before the Offer

Delivery, payment, financing, and service—these are the issues that should be clarified before making an investment decision.

We ship throughout the European Union. Our focus is on the DACH region—Germany, Austria, and Switzerland—because we have established our own freight forwarding, installation, and service partners there.

For deliveries to other EU countries, we calculate shipping and installation costs on a project-by-project basis. Let us know the delivery location, floor level, and access conditions—both of these details will be included in your quote along with the price.

That depends on the device and the model you choose. Once we've checked availability, we'll confirm the delivery date with you in writing.

For custom models, specific color and upholstery requests, or complete studio furnishings, we’ll schedule the delivery date together with you. We’ll confirm the delivery date in writing in your order confirmation.

We'll get back to you as soon as the delivery date is set.

You'll be given a realistic delivery date, and then you can decide for yourself whether to wait, switch to an available model, or cancel your request.

The following payment methods are available at checkout:

  • Credit and debit cards — Visa, Mastercard, American Express, Maestro, and UnionPay.
  • Digital Wallets — Apple Pay, Google Pay, and Shop Pay.
  • Local payment methods in Europe — Bancontact (Belgium), iDEAL and Wero (Netherlands), Przelewy24 (Poland), and MobilePay.
  • Bank Transfer — For studio equipment, a deposit is required upon order placement, and the balance is due before shipment.
  • Payment in installments via PayPal — for eligible customers.
  • Hire purchase and leasing through our financing partner.

For larger orders, we recommend bank transfer or financing, as credit card and digital wallet limits are often lower than that.

Yes. With rent-to-own or leasing, you spread out the investment over monthly payments instead of paying it all at once. With rent-to-own, the device becomes your property at the end of the term.

Upon request, we'll include the terms directly in the quote so you can see the purchase price and monthly payment side by side. You can find all the details and a calculator under " Leasing & Rent-to-Own."

Phone: Monday through Friday, 9:00 a.m.–5:00 p.m. (CET) at 0800 000 8929 — toll-free from Germany.

WhatsApp: You can also reach us outside of business hours at +43 665 67105401.

Email: beratung@kraftathlet.de for quotes and advice; customersuccess@kraftathlet.de for service and post-purchase inquiries.

You can return your order within 30 days of receipt. To do so, the merchandise must be unused and in its original packaging—for commercial equipment, this is a requirement for it to be resalable.

Please notify us in advance if you wish to return an item so that we can arrange for its return. The full terms and conditions are outlined in our Return Policy.

Yes. Upon request, we’ll handle transportation to the installation site—including transport to the appropriate floor—as well as setup, functional testing, training for your team, and disposal of the packaging materials—even in buildings without a ramp or freight elevator.

Tell us the floor, door width, and elevator situation, and we'll include the delivery location and price in the quote instead of it being a surprise on delivery day.

Production of your devices begins once you make a down payment. Once they're ready, you pay the balance before we ship them.

We'll discuss special terms and financing options—such as leasing or rent-to-own—directly with you.

The vast majority of our clients are studios, medical practices, hotels, and institutions. You will receive a proper invoice showing the applicable sales tax.

For intra-Community deliveries to businesses with a valid, verifiable VAT ID number, we bill using the reverse-charge procedure. We assist public contracting authorities by providing the compliance and procurement documents required internally.

Can't find your question here?

Send us a floor plan or room measurements and tell us what you want to do with the space. You'll receive an estimate before we discuss equipment.

Discuss the project 0800 000 8929