PRODUCT INFO & FAQ

Product

The Orbitrek™ Elite is great for anyone who wants to get in shape quickly without damaging impact. It combines the intensity of cardio to burn fat and calories with power resistance for muscle building strengthening your buns and thighs – while the alternating arm action simultaneously targets your chest, shoulders, arms and back.The large elliptical movement is super low impact, so unlike treadmills that beat you up with every step, the Orbitrek™ Elite is easy on your body.

Innovative features like Easy-Touch variable resistance allows you to customize your workout. Turn it a little and you are in the fat burning zone, turn it a lot to tighten and tone muscles.

Finally, the Orbitrek™ Elite’s smart engineering includes anti-slip pedals, ergonomic handlebars, easy to use motion, finger touch resistance, and a sleek, compact design. It’s perfect for exercise of all ages, skill levels, and fitness goals.

The Orbitrek™ Elite requires a simple assembly process, hardware and tools are provided. please refer to the instructional manual for details.

Everyone can benefit from the Orbitrek™ Elite except children, or the persons with reduced physical, sensory or mental capabilities. Please consult your doctor prior to usage if you are pregnant, have a pacemaker, diabetic, or have any concerns regarding health.

Use the Orbitrek™ Elite only for its intended use as described in the manual. DO NOT use any other accessories not recommended by the manufacturer.

We encourage you to always refer to the Orbitrek™ Elite Instructional Manual for details

The maximum user weight is 220 lbs (100 kgs).

The Orbitrek™ Elite measures 86 x 57 x 143.5cm, weighs 27.5kg.

The Orbitrek™ Elite is designed for indoor, home use. It is not to be used outdoors and must not be exposed to rain, moisture, or high humidity.

For use, the Orbitrek™ Elite must be placed on a level, flat surface.

The Orbitrek™ Elite requires routine inspection, do not use abrasive cleaning articles to clean the machine. Remove drops of sweat from the machine immediately after use. Please refer to the instructional manual for details.

Shipping

Our orders ship from our fulfillment centre in Canada anywhere from 2 to 5 business days from credit card approval. An automated shipment confirmation notification with the tracking number is sent to the customer's email. Please log into our customer service portal at support.thane.ca/ to access your account and to check on the status of your order. See Shipping Information for details

For more information on our shipping and delivery, check out our shipping page.

Returns

Our 30 day money back guarantee entitles you to a full refund of the purchase price, less the shipping and handling charges. If you're not completely satisfied with your purchase, please log into our customer service portal at support.thane.ca to access your account and submit a return request to obtain an RMA number (Return Merchandise Authorization ). You will receive an email from Thane Customer Service within 1 to 2 days with the RMA number and return instructions. Once you have received your RMA number, please return all items in its original condition and packaging. When returning your order, please ensure that you use an insured carrier to return your order.

Please note that Thane is not responsible for any return shipped charges incurred to return your order. Once your order has been received at our fulfillment center, the refund will be processed. Please allow 7 to 10 business days for the credit to appear on your credit card. Refunds do not include shipping and handling or assembly fees and trial fee payments. See Returns for complete details.

Refunds for returned orders are processed weekly. If your return shipment tracking number confirms that your order was successfully delivered to our fulfillment center, please allow 7 to 10 business days for the refund to be processed to your credit card. If your order was placed on a 30-day trial offer, the trial fee paid is non-refundable. We do not refund any shipping charges. If after 10 days, you do not see your refund on your credit card, please log into our customer service portal at support.thane.ca to access your account and submit a help request to our customer service center. Please allow 1-2 business days for a response.

RMA (Return Merchandise Authorization) Number. Please log into our customer service portal at support.thane.ca to access your account and submit a return request to obtain an RMA number. You will receive an email from Thane Customer Service within 1 to 2 days with the RMA number and return instructions. See Returns Policy for complete details.

Warranty

Should your product prove to be defective within one year from the date of purchase, please call our Customer Care Team. Under this warranty, Thane Direct will repair or replace any parts found to be defective. This warranty is effective only if the product is purchased and operated in Canada. This warranty extends only to personal use, and does not extend to any product that has been used for which it is not intended. Your warranty does not apply to the following:

  • Accident, misuse, abuse or neglect.
  • Improper or inadequate assembly or maintenance.
  • Unauthorized modification or commercial use.
  • Improper packaging in return transit.
  • Normal wear and tear.
  • Unsupervised use by children under 18 years of age.

Although required replacement parts are available to you at no cost during your one year warranty, they are subject to a $14.95 shipping and handling fee. After expiration of the warranty, the cost of parts will be the responsibility of the customer.

Please log into our customer service portal at support.thane.ca to access your account and submit a warranty parts request to our customer service center. Please ensure to identify the make/color and model of your unit and the problem you are experiencing. Please ensure to include your order number or proof of purchase to support any warranty related issues.

The product you have purchased from Thane is warranted against defects in materials and workmanship under normal use and service to the original owner for one (1) year from date of original purchase (“Warranty Period”). Should the product prove defective during the Warranty Period, please log into our customer service portal at support.thane.ca to access your account and submit a warranty parts request to our customer service center. Please allow 1-2 business days for a response. Do not return the defective part or unit unless instructed to do so after contacting us. Under this limited warranty, Thane Direct Inc will replace any parts found to be defective due to a manufacturer’s defect. A shipping and processing charge may apply to any replacement undertaken by Thane. See Warranty Information for complete details.

THIS WARRANTY DOES NOT APPLY TO THE FOLLOWING

  1. Accident, misuse, abuse or neglect.
  2. Improper or inadequate assembly or maintenance.
  3. Unauthorized modification or commercial use.
  4. Improper packaging in return transit.
  5. Normal wear and tear.
  6. Unsupervised use by children under 18 years of age.

See Warranty Information for complete details.

We do not have a service centre however, the product you have purchased from Thane is warranted against defects in materials and workmanship under normal use and service to the original owner for one (1) year from date of original purchase (“Warranty Period”). Please log into our customer service portal at support.thane.ca to access your account and submit a warranty parts request to our customer service centre. Please allow 1 to 2 business days for a response. See Warranty Information for complete details.

Payment

Please log into our customer service portal at support.thane.ca to access your account and confirm how many installment payments you have left.

If you see two transactions posted for the same amount on the same day, you are not being charged twice. What you are seeing is the pre-authorization obtained from your credit card company and the actual charge. Please note that the pre-authorization will be held in your account until your order ships, at which point, your card will then be charged. Please log into our customer service portal at support.thane.ca to access your account.

MY ORDER

24/7 support available at support.thane.ca with our Customer Service Team.

My Order

Our orders ship from our fulfillment center in Canada anywhere from 2 to 5 business days from credit card approval. An automated shipment confirmation notification with the tracking number is sent to the customer's email. Please log into our customer service portal at support.thane.ca to access your account and to check on the status of your order. See Shipping Information for details.

We understand that you may have changed your mind about your order and now you wish to cancel. Please log into our customer service portal at support.thane.ca to access your account and follow the steps to cancel your order. It is important to note that in our efforts to get your order delivered to you as quickly as possible you may have as little as one hour or less from order placement to cancel your order. Our systems are automated to ensure the fastest order processing and shipment times possible and once an order has been processed and sent to fulfillment we are unable to cancel an order.

Your order is shipped from our fulfillment center via one of our preferred carriers. An automated shipment confirmation notification with the tracking number is sent to the customer's email. Please log into our customer service portal at support.thane.ca to access your account and to check on the status of your order.

Please log into our customer service portal at support.thane.ca to access your account and to update your bill to/ship to information. Please note that you may have only 1 hour from order placement to change the information and ensure the information has been properly updated on your order. We have an automated system; our orders are processed as soon as they are received and sent to our fulfillment center.

An automated order confirmation notification is sent to the customer's email on file. Please log into our customer service portal at support.thane.ca to verify your email address. Please also check your junk/spam folder as your email provider may have filed it as “junk” or “spam”. Be sure that your email settings are marked to accept emails from us.