Aftercare

Can I collect my order?

You can collect your order from our warehouse in Paisley. You will need to arrange a time to collect your order with our support team and bring proof or purchase and two valid forms of ID.

Please contact our support team or phone 0800 689 4021 between Monday to Friday, 9.30am to 5pm to arrange this.  

Do you offer installation?

If you are based in the UK we offer a number of installation packages including half day, full day, and multi day installation.

These can be added at checkout and will be calculated depending on the size of your order.

We also offer full bespoke commercial gym design before installation including consultation, 3D and video designs, site visit and risk assessment.

Please contact 0800 689 4021 or [email protected] for all overseas and commercial enquiries.

How can I pay for my order?

We currently accept all types of credit or debit cards online and you can also purchase using Paypal or ShopPay
Should you wish to pay via bank transfer please contact our sales team on 0800 689 4021 or [email protected], who will send over a pro-forma invoice with our bank details.
Finance options, including 0%, through V12 and Klarna are also available. We also offer leasing options for commercial gyms and businesses. Please see our finance and leasing page for full information.

How can I place an order?

You can order directly on our website or if you are looking for advice and bespoke quote for your gym please call our experienced sales team on 0800 689 4021 who will happily assist.

Please note that we are available for a phone call 9.30am – 5pm Monday to Friday, alternatively you can email us at [email protected].

How do I request a VAT Invoice?

A full invoice will be sent to you upon despatch. Please contact our support team if you have any further questions.

How are delivery charges calculated?

Delivery charges are calculated automatically at the checkout, and are based on item size/weight, number of items, plus distance from our warehouse.

My order is missing an item?

We are sorry to hear that you are missing an item from your order, please reach out to our support team and provide your postal code, order number and the description of your missing items and we will get this resolved for you as soon as possible. 

What is the expected delivery time of my order?

If the goods you have ordered are in stock, we aim to despatch with 1-2 days. If your item is not in stock or you have pre-ordered we will contact you when this becomes available. For smaller items we will contact you with a tracking service and for larger items we will contact you to arrange a delivery that suits you. Please contact our support team with your order number if you have any questions about your order.

Where is my confirmation email?

Confirmation of your order will be sent via email within an hour of your order being placed. Please check your spam or junk folder in case this has been sent there by mistake.

If you still cannot locate, please contact our support team at [email protected] and we will resend this to you.

Where is my order?

For questions about your order please have your order number to hand and contact our support team, or call the team on 0800 689 4021 who can assist you. Please note our phone lines are available 9.30am – 5pm, Monday to Friday.

How can I cancel my order?

You can cancel your order within 24 hours, though you may still be charged for delivery. We will refund your order within 14 days.

Please see our cancellation and returns policy page for full information: Refund policy – Primal Strength

Contact our support team with your order number so we can assist or call 0800 689 4021. Please note our phone lines are open Mon-Fri, 9.30am to 5pm.

How can I return my order?

You have the right to return most domestic products purchased from us, depending on distance, and receive a full refund within 14 days of delivery, excluding carriage costs for both delivery and return.

We must be notified of your intention to cancel in writing or email and the cost to return the goods will be the responsibility of the customer. Please note any items that are clearly personalised or made specifically to the consumer’s specifications are exempt. We also reserve the right to make a deduction from refunding the full purchase price if we believe (on examination of the returned goods) that they exhibit use (including self-assembly and attempts at disassembly). The amount of deduction will be based on the extent of the diminishment in the goods value.

Please contact our support team or call 0800 689 4021 with your order number so we can help you. No orders can be returned without a return number from our operations. Our phone lines are open from 9.30am to 5pm, Mon-Fri.

I have a fault with my product?

We are sorry that you have received an item that is not up to our usual standards. Please contact our Support team so we can assist you.

I have received a damaged item?

We are sorry that you have received an item that is not up to our usual standards.

Please contact our Support team or call 0800 689 4021 with your order number so we can assist you. Our phone lines are open Mon-Fri, 9.30am to 5pm.

What is your exchange/ refund policy?

Please see our Refund policy page for full information: Refund policy – Primal Strength

If you believe there is a fault with your product we will be happy to assist. Simply fill in our Fault Report form so our support team can review the issue

Can I have a quotation?

Yes of course, please contact our sales team, or you can call 0800 689 4021 between the hours of 9.30am-5pm, Monday to Friday.

I need further information on a product

If you require further information regarding any of our products please contact our sales team at [email protected]. You can also call us on 0800 689 4021 between the hours of 9.30am to 5pm, Monday to Friday. We are always happy to help.

What countries do you ship to?

We deliver across the UK through our website and this can be arranged at the checkout.
If you are based overseas please contact [email protected] so we can offer a specific shipping quotation or find a way of working with a distribution partner in your region.