FAQs

GIFT CARDS

May I purchase an Equinox Gift Card online?

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

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

Equinox Gift Cards and Shop Credits are not automatically redeemable on EQUINOXTHESHOP.COM at this time.  To convert your Equinox gift card or Shop Credit, please submit this form and allow 1 business day for response from Concierge@equinox.com.  You may also visit your local Equinox Shop to use your gift card in-club.

 

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.

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

We are unable to do exchanges at this time.  In lieu of an exchange, 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.

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.

Do you offer different levels of shipping services?

Yes!  Orders over $150 pre-tax receive complimentary shipping.  For orders under $150, there is an $8 shipping cost.  Expedited shipping is available for an additional fee.  2nd Day shipping is offered for $15 and Next Day is offered at $25.  Please note all shipping services occur once your order is shipped from our warehouse.

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, there are a few exclusions: 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). Addtional exclusions may be added to this list at any time. Discount eligibility is noted on each individual product page.

 

RETURNS

Please see our Returns Policy for details