FAQs

GIFT CARDS

May I purchase an Equinox Gift Card online?

No, unfortunately, gift cards are not currently available for purchase on SHOP.EQUINOX.COM.  We apologize for any inconvenience

I have an Equinox Gift Card can I redeem it online?

As of October 15, 2024, Equinox gift cards are redeemable online, noting the following:

  • The full gift card number must be entered in the Gift Card prompt at checkout.
  • The Equinox Member ID of the systemic gift card owner must be entered in the Member ID prompt at checkout.
  • Gift cards will ONLY be redeemable on SHOP.EQUINOX.COM with the above, accurate information entered in the prompts.
  • Equinox Gift Cards are only usable on our online site when the Member ID of the original systemic owner is entered.

Gift cards converted for use at our online Shop prior to October 15, 2024, are still redeemable without the Equinox Member ID, simply entering the issued gift card number in the Gift Card prompt at checkout.

If you receive an error message when trying to redeem an Equinox Gift Card online, you may submit our conversion request form linked here. Please note however, we do not convert gift cards for anyone besides the systemic owner under any circumstances. Requests from anyone but the systemic owner will be denied.

NOTE: Once an Equinox Gift Card number and the owner's Member ID are entered in the corresponding prompts in our online checkout, THE ENTIRE GIFT CARD BALANCE WILL ONLY BE USABLE ON SHOP.EQUINOX.COM going forward. Please be aware of this before entering this information in these prompts.

 I have an Equinox Shop Credit can I redeem it online?

Equinox Shop Credits still require submission of the conversion form with all requested information included. Incomplete forms will result in denial of the conversion request. The form may be accessed here.

ONLINE ORDERS

May I cancel or modify my order after it has been placed?

Once an order is placed, it cannot be canceled or modified. This includes adjustments to size, color, or any other changes to the item that was ordered.

May I get a refund for merchandise purchased during sales events?

There are no refunds or exchanges for sale merchandise. All sales are final for merchandise purchased during any sales events.

May I get a refund for merchandise purchased at full price?

Full refunds are available for full price merchandise returned within 30 days of purchase, unopened, unwashed, with tags attached. Exclusions apply. Items purchased on shop.equinox.com from and fulfilled by our partner brands are per their return/refund policies. Please see your separate confirmation email from the partner vendor for details. See our Refund Policy for more details. 

May I exchange an item I bought on Equinox's website?

You may exchange an item for a new size if available at our warehouse via our returns center. We are unable to do exchanges of other products at this time.  In lieu of an exchange for another product, please return the item and place a new order.

Do you ship internationally or to PO boxes?

Currently, we are only able to accept and fulfill orders in the United States. We do not ship to PO boxes. Orders without proper address validation will be cancelled. See our Shipping Policy for full details. 

When will my order ship?

Once orders have been placed, they typically will be fulfilled and ready to ship within 2-3 business days. Orders shipping directly from our vendor partners are shipped per their service levels. See our Shipping Policy for full details. 

Do you offer different levels of shipping services?

We are currently unable to offer any shipping options apart from FedEx Ground from our warehouse. Orders typically fulfill within 2-3 business days, and are received within 7-10 business days, depending on shipping location. Orders over $200 pre-tax receive complimentary shipping. For orders under $200, there is an $10 shipping cost. Please note all shipping services occur once your order is shipped from our warehouse. See our Shipping Policy for full details. 

When will my card be charged?

Full payment for your order will be charged to your debit/credit card at the time of purchase, though your banking institution may reserve the order amount in your account upon submitting your order.

 

ONWARD SHIPPING PROTECTION

Onward Shipping Protection is an insurance offered to solve for lost, stolen or damaged packages. This service is default opted-in on all orders. If you purchased Onward Shipping Protection with your order and your package was damaged, lost, or stolen, follow the instructions below to file a claim. 

    • You will have received an email from Onward after your purchase with the subject line “Your Shop at Equinox Shipment is Covered with Onward”. You can file a claim directly by clicking through on the email. If you can’t find the email, please visit https://app.useonward.com/make-a-claim and input your email address and Order Number to start the claim process.
    • If you have any issues with the claim process, you can email Onward directly at help@useonward.com
    • Claims for packages marked as “delivered” but not yet received can be filed two days after the marked delivery date and must be filed no later than 15 days after the marked delivery date.
    • When filing your claim, if the package was stolen, you will have the option of replacing the item(s) stolen. If the item(s) are no longer available, you will receive a refund. For lost and damaged packages, you will have the option of replacing the item(s) or receiving a refund. When receiving a refund, the subtotal, shipping and taxes will be refunded.
    • Onward has partnered with Cool Effect, a 501c3 non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Onward to your order, you’ll be automatically taking action against climate change.


DISCOUNTS

I just became an Equinox member, can I use my New Member Discount?

No, unfortunately, new member discounts cannot be used online at this time.  Should you like to use utilize this discount, please visit your local Equinox Shop

It’s my birthday month, can I use my Birthday Discount?

No, unfortunately, birthday discounts cannot be used online at this time.  Should you like to use utilize this discount, please visit your local Equinox Shop

Are there any discount exclusions?

Yes, exclusions include but are not limited to: Stroops, Crossrope, Normatec, Beats Headphones, select Hyperice products (Hypervolt GO, Hypervolt, Hypervolt+, Hypervolt (with Bluetooth®), Hypervolt+ (with Bluetooth®), Hypervolt 2.0, Hypervolt 2.0 PRO and Hyperice X Knee) and select Theragun products (Elite & Mini). Additional exclusions may be added at any time. Discount eligibility is noted on each individual product page.

 

RETURNS

See our Refund Policy for more details.