Frequently Asked Questions
What number do I call to place an order?
Please call +44 (0)2921 167949 or email sales@tumbltrak.co.uk.
How do I access my account?
To access your account, click on “Log In”, enter your credentials and you will have access to your account information. If you have forgotten your password click the "forgot password" link and you will receive an email on how to reset your password.
How do I track my order?
Sign into your account, choose Orders, click on the tracking number provided.
How will my product be shipped?
Tumbl Trak ships customer orders using both small parcel couriers (UPS, DHL, TNT, etc) and pallet delivery companies. Click here for more detailed information.
Can I collect from the Cardiff Warehouse?
Yes, you can! Proceed through the Cart to the Checkout page. "Collect from Cardiff" will appear as a Shipping Method to select. We will then email you to confirm your order is ready for collection.
What should I do when my order arrives?
Read your Shipping Notification completely and determine if all boxes were received. For parcel delivery: if damage is noticed, take pictures right away and notify Tumbl Trak Customer Service at +44 (0)2921 167949 or sales@tumbltrak.co.uk. For freight, inspect for damage, count the pieces, and confirm the quantity on the order confirmation BEFORE you sign the delivery receipt. If you fail to inspect for damage or verify the quantity before signing and find damage or a shortage later - we cannot help. The carrier will claim no responsibility.
How long do I have to Return or Exchange an item?
You have 14 days from the time you received the item to return it or 30 days from the time you received the item to exchange it. It is the responsibility of the buyer to pay for return shipping and original shipping charges will be deducted from the original invoice total. Please click here to see the full Terms & Conditions.
Who pays for return shipping?
The customer is responsible for return shipping fees.
Will my order be delivered inside my house?
Quoted delivery price is to the shipping address provided. If to a business/school/leisure centre this will be delivered to reception or goods in. Any further delivery on site will need to be arranged by the buyer.
Assembly Instructions
Some items will require assembly. Written assembly instructions are included with your order. If for some reason, this documentation is not found, you may also download assembly instructions from the product page found on our website.
Do you ship internationally? Yes, we ship internationally.
For orders to Europe you can purchase directly on this website. For any other country proceed as if you were ordering and you will be able to see shipping costs for most items. If your cart includes freight items (Tumbl Traks, large Practice Mats) please email us directly. You can email us at sales@tumbltrak.co.uk. If you are located in the US or Canada, please visit www.tumbltrak.com directly.
How do you show prices on your store?
Prices on our website include UK VAT (20%). Customers with a shipping address outside of the UK will not be charged the UK VAT. When you select your Shipping Country on the Checkout Page, the prices will update to include the costs to deliver your order to your destination country.
For countries within the European Union, total purchase costs on our website are calculated using Delivered Duties Paid terms. This means all import duties, taxes and fees are paid by Tumbl Trak UK to the courier. No additional payments to the courier will be required when the parcels are delivered.
If you are a VAT-registered business please contact us via email directly, as your local VAT rate is not being charged.
I have a Promo Code, where do I enter it?
Promo codes can be entered during the checkout phase of ordering.
My Promo Code doesn’t work?
Only valid promo codes can be entered. If a code is entered that is not valid, you will receive an error message. Only Codes authorised by Tumbl Trak will be valid. Codes found on the internet may be faked and cannot be honoured.
I have a Gym Fundraising Programme Referral Code, where do I enter it?
Referral Codes can be entered during the checkout phase of ordering in the Shipping Address section. Please include the Referral Code in this field to earn credit for your club.
Price Adjustments
If you purchase an item(s) at retail price and then the item(s) goes on sale, we allow a 3 day window from the date of purchase for a price adjustment. Exception: No price adjustments will be given for Cyber Monday, Black Friday, ONE DAY only sales, or THREE DAY only sales . If you wish to request a price adjustment, contact customer service at +44 (0)2921 167949.
My Air Product is not holding air, what should I do?
Click here to review the troubleshooting guide. If you are unable to resolve the issue using the information in the troubleshooting guide, please call customer service at +44 (0)2921 167949. You may be asked to provide photos and detailed information regarding the issue.
For products under warranty, your customer service representative will determine if the product will be repaired or replaced. Tumbl Trak’s warranty covers manufacturer’s defects only. Please refer to the full warranty language found on the Terms & Conditions Page.
Can my Tumbl Trak equipment be used outdoors?
All Tumbl Trak products are designed and warrantied for indoor use. Using any products outdoors may cause damage to the equipment and would void your warranty.