- I need technical assistance on my XTERRA Fitness equipment, who should I contact for service?
The dealer that you purchased your fitness equipment from is your administrator for all warranty and service needs. Your first step is to contact your dealer. You may also utilize our network of Independent Service Companies for assistance.
- I purchased my XTERRA Fitness product online - who do I contact for service in my area?
Your first step is to contact your online dealer for support. They will assist you in finding a service company in your area.
- What if I need replacement parts for my XTERRA Fitness product?
If you are out of warranty and you can no longer contact your dealer, you may purchase replacement parts directly from XTERRA Fitness by emailing
service@xterrafitness.com
- My dealer is no longer in business or I have moved to another location - what should I do now?
You may either e-mail XTERRA Fitness or call our service line 1-800-258-4555. Our service technicians will assist you in diagnosing the problem or locating a service company in your area.
- What information should I be prepared to give to XTERRA Fitness Service Department?
In order to better assist you, please provide the model and serial number for your fitness equipment as well as your name, phone number, your dealer name and a brief description of the problem.
- Where do I locate the serial number on my XTERRA Fitness fitness bike, elliptical or treadmill?
Your serial number for your XTERRA Fitness fitness bike is located on the back base frame of the bike where the rear stabilizer meets and attaches to the base frame. Your serial number for your XTERRA Fitness elliptical trainer is located on the main housing in the back of the main housing/shroud of the unit. Your serial number for your XTERRA Fitness treadmill is located in the front of the treadmill near the power switch and electrical plug of the unit. Please provide all numbers and or letters printed on this sticker. In most cases the first three numbers of the serial number indicate the model. Example - 6858100601000111 - This is an XT685 treadmill. If you are unable to locate your serial number please call XTERRA Fitness service directly and provide us an approximate date when your model was purchased and the model number.
- Is there any General Maintenance I need to perform on my XTERRA Fitness fitness bike, elliptical trainer or treadmill?
To keep your model looking new and operating at its highest optimum performance use a soft, damp cloth or paper towel to wipe your fitness bike, elliptical trainer or treadmill down and keep clean. In addition to general cleaning your ellipticals rollers and guide rails should be clean. If needed you can use XTERRA Fitness lubricant on the rails to elevate any noise. Follow the same guidelines as noted on the bike & elliptical above for your treadmill in addition to wiping the edge of the belt and the area between the belt edge and the frame on your treadmill. This should be done once a month to extend the belt and deck life. Keeping the area beneath your treadmill vacuumed is also important. Once a year you should remove the motor cover hood to your treadmill and vacuum dirt and dust that may have accumulated. Use water only - No cleaners or abrasives. A mild soap and water solution along with a nylon scrub brush will clean the top of the textured belt. Allow to Dry Before Using.
- What should I lubricate the belt and deck with and how often?
Do not lubricate with other than XTERRA Fitness approved lubricant. Your treadmill comes with one tube of lubricant. You may purchase lubricant by calling: 1-800-258-4555
- How can I order XTERRA Fitness approved lubrication for my XTERRA Fitness products?
You may purchase lubricant by calling: 1-800-258-4555
- Where is the power receptacle located on my XTERRA Fitness fitness bike, elliptical trainer, or treadmill?
Your electrical plug for your XTERRA Fitness treadmill is located in front of the machine on the right hand side. Your electrical plug for your XTERRA Fitness elliptical is located on the left hand side of the housing toward the front of your machine. Your electrical plug on your XTERRA Fitness fitness bike is located on the front right side of the housing/shroud.
- I don't see a dealer in my area, may I purchase directly from XTERRA Fitness?
If you do not see a XTERRA Fitness dealer in your area, you may call XTERRA Fitness directly to better assist you by calling: 1-800-258-4555 or order directly through the website.
- There is a dealer in my area, may I still purchase directly from XTERRA Fitness?
Yes, you may purchase our fine fitness products directly through this website.
- How do I get White Glove Delivery & Assembly?
This is our premium level of service. In addition to placing the equipment in the room of your choice, we'll also assemble it. (The 2 flights of stairs rule still applies, call us to arrange for more flights). While we do everything we can to make do-it-yourself assembly simple, for some people this in room placement and assembly option is well worth it.
Call (800)123-1324 to add this service for an additional $199 per unit.
