Asked Questions (FAQ) – TracyVN LLC

Your Questions, Answered – Everything You Need to Know About Shopping with TracyVN LLC

At TracyVN LLC, we believe that an informed customer is a confident customer. Whether you are new to home fitness or a seasoned athlete, you likely have questions about our Resistance Training Devices, Balance Training Equipment, Cardiorespiratory Exercise Equipment, and other Exercise Equipment. You may also have questions about payment security with Stripe, shipping times, returns, or product care.

Below, we have compiled the most common questions asked by our customers across the United States and internationally. Our headquarters in Portland, Oregon (5441 S Macadam Ave Ste R, OR 97239) oversees all operations, and our support team is always available at +84987755357 or tracydao@outlook.com.vn for anything not covered here.

Please note: This FAQ is part of our commitment to transparency. It works alongside our formal policies (Refund & Return, Shipping, Terms & Conditions, Privacy Policy). For legal matters, please refer to those documents.

I. ORDERING & ACCOUNT QUESTIONS

1. Do I need to create an account to place an order on tracyvn.store?

No, you do not. We offer guest checkout for your convenience. Simply add products to your cart, proceed to checkout, enter your shipping and billing information, and pay via Stripe. You will receive order confirmation and tracking emails even without an account.

However, creating an account (optional) allows you to:

Save your shipping addresses for faster future checkout.
View your order history.
Request returns or warranty claims more easily.
Receive exclusive discount codes.

You can create an account after checkout by clicking the link in your confirmation email. No pressure either way.

2. How do I track my order?

Once your order ships, you will receive an automated email from tracydao@outlook.com.vn containing:

A tracking number (USPS, UPS, or FedEx for US orders; local carriers for international).
A direct link to the carrier’s tracking page.
Estimated delivery date.

You can also contact us at +84987755357 with your order number, and we will look up the tracking for you. Please allow 24-48 hours for tracking information to update after shipment.

3. Can I change or cancel my order after placing it?

Yes, but only within 1 hour of placing the order. Our warehouse processes orders very quickly to ensure fast shipping. If you need to change the shipping address, swap a product, or cancel entirely:

Immediately call +84987755357 (do not rely on email for urgent changes).
Or email tracydao@outlook.com.vn with “URGENT – CHANGE/CANCEL – [Order Number]” in the subject line.
If your order has not yet been processed by our fulfillment team, we will make the change or cancel with a full refund via Stripe.

After 1 hour (or if the order has already been packed), we cannot guarantee changes. In that case, you can return the product under our 30-day return policy once it arrives.

4. Do you offer gift cards or gift wrapping?

Yes! We offer digital gift cards in amounts ranging from $25 to $500. Gift cards are delivered via email and can be redeemed at checkout using the unique code. They never expire. To purchase a gift card, visit the “Gift Cards” section on tracyvn.store.

For gift wrapping: We do not offer physical gift wrapping at this time, but all products ship in discreet, unbranded boxes (except for the shipping label). You can add a free personalized gift message in the cart notes, and we will print it on the packing slip.

5. I placed an order but never received a confirmation email. What should I do?

First, check your spam or junk folder. Emails from tracydao@outlook.com.vn occasionally get filtered. If it is not there:

Log into your account (if you created one) and check “Order History.”
Contact us at +84987755357 or email the same address with your name, order date, and the last 4 digits of the credit card used. We will manually resend the confirmation.

6. Can I order by phone instead of online?

Absolutely. If you prefer not to use the website, you can call +84987755357 during business hours (9 AM – 6 PM Pacific Time, Monday – Saturday). A customer service agent will take your order manually, process your payment via Stripe over the phone (we use a secure virtual terminal – we never write down your card number), and email you a confirmation. Phone orders are subject to the same policies as online orders.

7. Do you offer discounts for bulk purchases (e.g., for gyms, clinics, hotels)?

Yes. TracyVN LLC welcomes wholesale and bulk inquiries. We offer tiered discounts for orders of 10+ units of the same product, or mixed pallets. Please email tracydao@outlook.com.vn with “WHOLESALE” in the subject line, and include:

Your business name and tax ID (if applicable).
The products and quantities you are interested in.
Your shipping address.

A wholesale account manager will reply within 2 business days with a custom quote. Wholesale orders are subject to separate terms and may require a minimum order value.

II. PRODUCT-SPECIFIC QUESTIONS

A. Resistance Training Devices (Bands, Tubes, Handles)

8. What is the difference between your resistance bands and resistance tubes?

Great question. Both fall under Resistance Training Devices, but they serve different purposes:

Resistance Bands (Loop Bands): Flat, continuous loops without handles. Ideal for lower body exercises (squats, glute bridges, lateral walks) and physical therapy. Available in 5 resistance levels: X-Light (5-15 lbs), Light (15-25 lbs), Medium (25-35 lbs), Heavy (35-50 lbs), X-Heavy (50-80 lbs).
Resistance Tubes (with handles): Long tubes with plastic or foam handles on each end. Better for upper body exercises (bicep curls, rows, chest presses) and anchoring to doors. Resistance ranges from 10 lbs to 60 lbs per tube.

We sell both types individually and in kits. If you are unsure which is right for you, call +84987755357 and describe your fitness goals; our team will guide you.

9. Are TracyVN resistance bands made of natural latex or TPE?

We use both, depending on the product line:

ProLatex Series: Natural latex (high durability, max stretch up to 3x length). Latex may cause allergic reactions in sensitive individuals. If you have a latex allergy, choose our TPE Series.
TPE Series: Thermoplastic elastomer (latex-free, hypoallergenic, slightly less stretch but more environmentally friendly). TPE bands are labeled clearly on the product page.

All bands are powder-free and come with a storage pouch. Wash with mild soap and water after use; avoid prolonged sun exposure.

10. How do I know which resistance level to buy?

We provide a Resistance Level Guide on each product page. As a general rule:

Rehabilitation / Seniors / Beginners: X-Light or Light (5-25 lbs equivalent).
General fitness / Toning: Medium (25-40 lbs).
Strength training / Athletes: Heavy or X-Heavy (40-80+ lbs).

If you are buying a set (e.g., 5-band kit), you can progress from light to heavy as you get stronger. When in doubt, start lighter – proper form is more important than heavy resistance.

11. Can I use resistance bands for physical therapy after surgery?

Many physical therapists recommend resistance bands for post-surgery recovery (e.g., knee, shoulder, hip). However, always consult your PT or doctor before starting. Our bands are not medical devices; they are fitness tools. We offer very light resistance (X-Light, as low as 5 lbs) that is suitable for early-stage rehab, but your therapist should prescribe specific exercises and resistance levels.

If you need a band for a specific medical condition, email us at tracydao@outlook.com.vn and we can suggest a product – but we cannot provide medical advice.

12. How long do resistance bands last?

With proper care (stored away from heat/UV, cleaned after sweaty use, not overstretched), our latex bands typically last 6-12 months with 3-4 uses per week. TPE bands last slightly longer (12-18 months) but may lose elasticity faster. Always inspect bands for nicks, cracks, or thinning before each use. If you see any damage, discard the band immediately – do not risk snapping.

We offer a 6-month warranty against manufacturing defects (e.g., band snapping at the seam under normal use). Normal wear and tear is not covered.

B. Balance Training Equipment (Pads, Boards, Discs)

13. What is the difference between a balance pad and a balance board?

Balance Pad: A thick, foam cushion (typically 1.5 to 2.5 inches thick) that creates an unstable surface. Used for standing, kneeling, or sitting exercises to improve proprioception, ankle stability, and core engagement. Best for seniors, physical therapy, and low-impact training.
Balance Board: A rigid platform (wood or plastic) sitting on a fulcrum (wobble board) or rollers (rocket board). Requires dynamic balance and is more challenging. Used by surfers, skaters, and advanced fitness enthusiasts.

We sell both. Beginners should start with a balance pad, then progress to a wobble board.

14. What is the maximum weight capacity for your balance boards?

Standard Balance Board (wooden wobble board): 300 lbs.
Heavy-Duty Balance Board (reinforced plastic with anti-slip surface): 400 lbs.
Balance Pads (all sizes): 350 lbs (evenly distributed).

If you exceed the weight limit, the board may crack or the pad may compress permanently. Please respect the limits for your safety.

15. Can I use balance equipment on carpet or hardwood?

Yes to both, but with precautions:

Hardwood / tile: Use the board or pad directly on the floor. Our balance pads have non-slip bottoms; boards have rubber feet. However, for boards, place a yoga mat underneath to prevent scratching the floor.
Carpet: Balance pads work fine on low-pile carpet. Balance boards may be less stable on thick shag carpet – we recommend using them on a hard surface or a plywood board placed on the carpet.

Never use balance equipment near stairs, sharp furniture edges, or breakable objects. Clear a 6-foot radius around you.

16. Are your balance pads odor-free?

Our TPE balance pads have minimal odor (a faint, non-toxic smell that dissipates within 24-48 hours after removing from packaging). Our foam pads with PVC may have a stronger “new foam” smell; we air them out in our Portland warehouse before shipping, but some odor may remain. If you are extremely sensitive to smells, choose TPE pads (labeled on product page). If your pad has an overwhelmingly chemical smell that does not go away after 3 days, contact us for a replacement – that could be a defect.

17. How do I clean balance pads and boards?

Balance pads: Wipe with a damp cloth and mild soap (dish soap works). Do not submerge in water (foam can absorb water and grow mold). Air dry completely before storing.
Balance boards: Wipe the platform with disinfectant wipes. The rubber feet can be cleaned with a damp cloth. Do not use abrasive cleaners on the grip tape (if applicable).

C. Cardiorespiratory Exercise Equipment (Bikes, Ellipticals, Steppers)

18. Do your exercise bikes require assembly?

Yes, partial assembly is required. All Cardiorespiratory Exercise Equipment ships in a box that is approximately 80% assembled. You will need to:

Attach the front and rear stabilizers (feet).
Attach the pedals (marked L and R).
Attach the handlebars and seat post.
Connect the console (if not pre-attached, just plug in a wire).

Tools (Allen wrenches, screwdrivers) are included. A full instruction manual is provided. We also have assembly videos; request the video for your specific model by emailing tracydao@outlook.com.vn with your order number.

Most customers complete assembly in 20-40 minutes. If you are not comfortable with DIY assembly, hire a local handyman – it is usually a simple job.

19. What is the weight capacity of your exercise bikes and ellipticals?

Folding Magnetic Exercise Bike: 265 lbs.
Heavy-Duty Stationary Bike (upright): 330 lbs.
Elliptical Machine: 250 lbs for standard models; 300 lbs for commercial-grade.
Stepper Machines: 220 lbs (portable steppers); 300 lbs for larger models.

Please check the individual product page for exact specifications. Do not exceed the weight limit – doing so voids the warranty and risks structural failure.

20. How noisy are your cardiorespiratory machines?

We use magnetic resistance on all our bikes and ellipticals (except entry-level steppers which use hydraulic cylinders). Magnetic resistance is virtually silent – you will hear only the sound of the flywheel spinning and the pedals moving, typically under 50 decibels (quieter than a normal conversation). You can watch TV or listen to music without disturbance.

If your machine makes a grinding, clicking, or squeaking noise, it may need:

Tightening of bolts (common after assembly).
Lubrication of the pedal joints (use standard bike chain oil or silicone spray – not WD-40).
Belt adjustment (contact us for instructions).

21. Do you sell replacement parts (bike seats, pedals, resistance bands for machines)?

Yes, we stock common replacement parts:

Exercise bike seats (standard rail mount) – $19.99
Pedals with straps – $14.99/pair
Resistance bands for our rowing machines – $9.99
Console batteries (CR2032) – $2.99

Email tracydao@outlook.com.vn with your product name and the part you need. If the part is under warranty (first year for frame/electronics), we will ship it free. Otherwise, we will invoice you via Stripe.

22. Can I use my exercise bike while pregnant?

Exercise during pregnancy is generally beneficial, but you must consult your obstetrician before using any exercise equipment. Some considerations:

Bikes are generally safe in the first two trimesters (recumbent bikes are better than upright).
Balance may be affected in the third trimester – avoid any equipment that requires dynamic balance (exercise bikes are stable, but mounting/dismounting requires caution).
Do not overheat. Exercise in a cool room and stay hydrated.

TracyVN LLC makes no medical claims. Your doctor’s advice overrides anything on our website.

D. General Exercise Equipment (Mats, Rollers, Accessories)

23. What thickness are your yoga/exercise mats?

We offer:

Standard mat: 6mm thickness (good for general yoga, pilates, floor exercises).
Thick mat: 12mm thickness (extra joint cushioning for high-impact floorwork).
Extra thick (fitness mat): 15mm (best for cardio exercises on hard floors).

All mats are made of non-toxic, phthalate-free PVC or TPE (latex-free options available). They are reversible with a non-slip bottom.

24. How do I remove the “rolled up” memory from a new mat?

New mats often arrive with curled edges. To flatten:

Unroll the mat and lay it flat with the curl facing down (the curled edges touching the floor).
Place heavy books or weights on the corners for 24-48 hours.
Alternatively, reverse-roll the mat (curl it opposite direction) and secure with rubber bands for a few hours.

The memory will relax with use. If the mat remains curled after a week, it may be defective – contact us.

25. Are your foam rollers suitable for deep tissue massage?

Our High-Density Foam Rollers (firm, black color) are suitable for deep tissue self-myofascial release. They have a density of approximately 50-60 Shore A (similar to professional PT rollers). Our EVA Foam Rollers (colored, softer) are better for beginners or sensitive muscles.

If you have specific trigger points, consider our grid roller with textured bumps (available on tracyvn.store). Never roll directly over joints, spine, or bones.

III. PAYMENT & SECURITY QUESTIONS (STRIPE)

26. Is it safe to enter my credit card information on tracyvn.store?

Yes, absolutely. We use Stripe, a PCI Service Provider Level 1 certified processor – the highest level of security in the payments industry. Your card details are encrypted end-to-end and never touch our servers. Stripe’s infrastructure is used by millions of businesses including Amazon, Shopify, and Lyft.

Additionally, our website uses SSL/TLS encryption (look for the padlock icon in your browser). We do not store full credit card numbers. For more details, see our Privacy Policy and Payment Methods page.

27. What payment methods do you accept?

We accept:

Credit cards: Visa, Mastercard, American Express, Discover.
Debit cards (with Visa/Mastercard logo).
Apple Pay (Safari browser on Apple devices).
Google Pay (Chrome browser, Android devices).
Stripe Link (one-click saved payment for returning customers – optional).

We do not accept PayPal, Venmo, Cash App, cryptocurrency, checks, or money orders at this time.

28. Will I be charged sales tax?

TracyVN LLC is based in Oregon, which has no state sales tax. However, depending on your shipping address, we may be required to collect sales tax for other states where we have economic nexus (e.g., California, Texas, New York, Florida, Illinois). The exact tax will be calculated and displayed at checkout before you confirm payment. If you are an international customer, you are responsible for your country’s VAT, duties, or import taxes – see Shipping Policy.

29. Why was my credit card declined even though I have sufficient funds?

Common reasons:

Incorrect billing address – Stripe checks the address line and ZIP code against your bank’s records. Enter the exact address your card statement uses.
Incorrect CVC – The 3-digit code on the back (4-digit on Amex front).
Bank fraud block – Your bank may flag a purchase from a new website. Call the number on the back of your card and authorize the transaction, then try again.
International block – If you are using a US card while traveling internationally, your bank may block it. Use a local card or contact your bank.
Stripe’s 3D Secure – Some banks require an extra SMS verification. If you do not complete it within 2 minutes, the transaction is declined.

If none of these apply, try a different card or use Apple Pay/Google Pay, which often bypass bank blocks. If the problem persists, email tracydao@outlook.com.vn and we will investigate.

30. How do refunds work with Stripe? How long does it take?

When we process a refund (initiated by us after a return), Stripe sends the funds back to your original payment method. Timelines:

Credit cards: 5-10 business days (depends on your issuer, not us).
Debit cards: 3-7 business days.
Apple Pay / Google Pay: 3-7 business days (back to the same digital wallet).
Stripe Link: Same as underlying card.

You will receive an email from Stripe when the refund is initiated. If you do not see the refund after 10 business days, contact us – we can provide the Stripe refund ID for you to give your bank.

31. Is Apple Pay / Google Pay secure on your site?

Yes. Both digital wallets use tokenization: Instead of sending your actual card number to Stripe, they send a one-time, device-specific token. Even if a hacker intercepted the transaction, they would get a meaningless token, not your real card details. Additionally, both require biometric authentication (Face ID, fingerprint, or passcode) for each transaction. We highly recommend using digital wallets for maximum security.

IV. SHIPPING QUESTIONS

32. How long does shipping take within the USA?

We have fulfillment centers strategically located. Standard shipping (free on orders over $49) takes:

West Coast (CA, OR, WA, AZ, NV, UT, CO): 3-5 business days.
Central US (TX, IL, MO, MN, etc.): 4-6 business days.
East Coast (NY, FL, PA, GA, MA, etc.): 5-7 business days.

Expedited shipping (UPS Ground / USPS Priority, additional fee) takes 2-4 business days. Overnight shipping is available for an extra charge – email us before ordering to confirm.

Note: Business days are Monday-Friday, excluding USPS/UPS holidays. Orders placed after 2 PM Pacific Time are processed the next business day.

33. Do you ship internationally?

Yes, we ship to over 40 countries including Canada, the United Kingdom, Australia, New Zealand, most of the European Union, Japan, South Korea, Singapore, and the United Arab Emirates. If your country is not listed at checkout, please email tracydao@outlook.com.vn – we may be able to add it.

International shipping times vary widely (10-25 business days) depending on customs clearance. All international orders are shipped via DHL Express, FedEx International, or USPS Priority Mail International (tracked). Customs duties, VAT, and brokerage fees are the responsibility of the buyer. TracyVN LLC cannot predict or prepay these fees. Please check with your local customs office before ordering.

34. How much does shipping cost?

USA (contiguous 48 states): $6.99 flat rate for orders under $49; FREE for orders of $49 or more.
Alaska, Hawaii, Puerto Rico: $12.99 flat rate (free shipping threshold $79).
Canada: $19.99 USD (free shipping on orders over $150 USD – duties not included).
International (other countries): Calculated at checkout based on weight and destination, typically $25–$60 USD.

35. My tracking says “Delivered” but I did not receive the package. What do I do?

First, check with neighbors, building management, or any secure mailroom. Sometimes carriers mark “delivered” and then actually deliver the next day (a scanning error). Wait 24 hours.

If still missing:

Contact the carrier (USPS, UPS, FedEx) with your tracking number to file a “missing package” claim.
Then contact us at +84987755357 or tracydao@outlook.com.vn. We will verify delivery status with the carrier.
If the carrier confirms delivery to the correct address but you still do not have it (e.g., porch theft), we are not financially responsible (per our Terms & Conditions). However, we will try to help you file a claim with the carrier. For high-value items, we strongly recommend using a delivery address with a signature requirement (available for an extra fee – email us).

36. Can I change my shipping address after ordering?

If your order has not shipped yet (usually within 2 hours of placing it), we can change the address. Call +84987755357 immediately. Once the label is created, the address cannot be changed, and the package may be delivered to the original address. If it is returned to us, we will refund you minus shipping costs, and you can reorder.

V. RETURNS, REFUNDS & WARRANTY QUESTIONS

37. What is your return window?

30 days from the date of delivery for most products. Items must be in reasonably clean, resalable condition (if change-of-mind) or any condition (if defective). See our full Refund and Return Policy for exceptions (final sale items, hygiene products).

38. Who pays for return shipping?

If our error (wrong item, defective, damaged in transit): We provide a prepaid USPS/UPS return label – free.
If buyer’s remorse (changed mind, doesn’t fit, too hard/too easy): You pay return shipping. Original shipping charges are non-refundable in this case.

39. How long does it take to get my refund?

Once we receive your return at our Portland address (5441 S Macadam Ave Ste R, Portland, OR 97239), we inspect within 2-5 business days. Approved refunds are processed via Stripe within 48 hours after inspection. Then add 5-10 business days for your bank to post the credit. Store credit (coupon code) is issued instantly upon approval.

40. What is your warranty coverage?

Cardiorespiratory Exercise Equipment (bikes, ellipticals, steppers): 1-year limited warranty on frame, resistance mechanism, and electronic console.
Resistance Training Devices and Balance Training Equipment: 6-month limited warranty against manufacturing defects (snapping, splitting, delamination).
Accessories (mats, rollers, etc.): 30-day warranty (same as return policy).

Warranty does not cover normal wear and tear, misuse, improper assembly, or damage from exceeding weight limits. For warranty claims, email photos/videos to tracydao@outlook.com.vn. We may ask you to return the defective item at our expense.

41. Can I return a product if I simply don’t like it?

Yes. That is the point of our 30-day money-back guarantee. You do not need a “reason.” However, for change-of-mind returns, you pay return shipping, and we do not refund your original shipping cost. The product price (minus any restocking fee if damaged/missing parts) will be refunded.

42. I lost my original packaging. Can I still return?

Yes, as long as the product is packed securely in any box to prevent damage during transit. Write your Return Authorization Number (RA#) on the outside. Without original packaging, you might be charged a restocking fee (up to 15%) if we have to buy a new box to resell the item. We will notify you before deducting any fee.

VI. ACCOUNT & TECHNICAL SUPPORT

43. I forgot my account password. How do I reset it?

On the login page, click “Forgot Password?” Enter the email address you used to create the account. You will receive a password reset link from tracydao@outlook.com.vn within 5 minutes. If you do not see it, check spam. If you still have issues, email us and we will manually reset it for you.

44. The website is not loading properly. What can I do?

Try these steps:

Clear your browser cache and cookies.
Use a modern browser (Chrome, Firefox, Safari, Edge – updated).
Disable any ad-blockers (they sometimes interfere with Stripe checkout).
Try a different device or network (switch from Wi-Fi to cellular data).
If the problem persists, email us with a screenshot and description of the issue. Our tech team will investigate.

45. Do you have a mobile app?

Not at this time. However, tracyvn.store is fully mobile-responsive, meaning it works seamlessly on smartphones and tablets. Apple Pay and Google Pay are fully supported on mobile browsers.

VII. PRIVACY & DATA QUESTIONS

46. Do you sell my personal information to third parties?

Absolutely not. TracyVN LLC does not sell, rent, or trade your personal information to any third party for marketing purposes. We use your data only to process orders, ship products, and provide customer support (and, with your consent, to send promotional emails). See our Privacy Policy for full details.

47. How do I unsubscribe from your marketing emails?

Every marketing email we send includes an “Unsubscribe” link at the bottom. Click it, and you will be removed immediately (no questions asked). You may still receive transactional emails (order confirmations, shipping updates, return authorizations) because those are necessary for your purchases.

48. Do you store my credit card information?

No. Stripe stores a tokenized reference, but we (TracyVN LLC) cannot see your full card number. When you check out, Stripe directly handles the data. We only see the last 4 digits and card type for identification purposes.

VIII. COMPANY & CONTACT QUESTIONS

49. Where is TracyVN LLC physically located?

Our headquarters and returns processing center is at:
5441 S Macadam Ave Ste R, Portland, OR 97239, United States.

This is a commercial office/warehouse space. We do not have a retail storefront open to the public, but customers are welcome to schedule an appointment for will-call pickup (minimum order $50). Email us to arrange.

50. How can I contact a real human for support?

We pride ourselves on human support:

Phone / SMS: +84987755357 (9 AM – 6 PM Pacific Time, Monday – Saturday).
Email: tracydao@outlook.com.vn (response within 2-12 hours, 7 days a week).
Live chat: Available on tracyvn.store during business hours (bottom right corner).

We do not use automated phone trees. When you call, you will speak to a TracyVN employee, not a robot.

51. Do you have social media?

We are primarily focused on our website and direct support. However, we maintain a Facebook page and Instagram (@tracyvn.fit) where we post workout tips, product demos, and occasional promotions. Links are at the bottom of our website.

52. Can I become an affiliate or influencer partner?

Yes. We have an affiliate program that pays 10% commission on sales generated through your unique referral link. To apply, email tracydao@outlook.com.vn with “AFFILIATE APPLICATION” in the subject line and tell us about your platform (blog, YouTube, Instagram, TikTok, etc.). We review all applications within 5 business days.

53. How do I leave a product review?

After receiving your order, we will send a follow-up email with a link to leave a review. You can also go directly to the product page on tracyvn.store, scroll to the “Reviews” section, and click “Write a Review.” You will need your order number or the email address used to purchase to verify authenticity (to prevent fake reviews).

54. Do you price-match with other retailers?

We generally do not offer price-matching because our prices are already optimized for direct-to-consumer sales. However, if you find an identical product (brand, model, specifications) from a reputable US-based competitor at a lower price, email us the link. We will consider matching or beating it on a case-by-case basis. This does not apply to third-party marketplaces like Amazon, eBay, or Walmart (where counterfeit products are common).

55. Can I use FSA/HSA funds to purchase your products?

It depends on your specific FSA/HSA plan. Some plans cover fitness equipment if it is prescribed by a doctor for a specific medical condition (e.g., resistance bands for physical therapy after knee surgery). We do not directly process FSA/HSA cards, but you can pay with a regular credit card and submit the receipt to your FSA/HSA administrator for reimbursement. Please check with your plan first. We do not provide medical necessity letters.

IX. PRODUCT CARE & SAFETY

56. How should I clean my resistance bands?

Mix mild dish soap with warm water. Wipe bands with a soft cloth. Do not soak them. Rinse with clean water (briefly) and hang to dry away from direct sunlight. Never use alcohol, bleach, or abrasive cleaners – they degrade the rubber. Store in a cool, dry place, preferably in the included pouch.

57. Can I use resistance bands if I have a latex allergy?

Yes, but you must choose our TPE (latex-free) series. Do not use our ProLatex series. All product pages clearly indicate material. If you are severely allergic, we also recommend wearing long sleeves and pants as a barrier.

58. How often should I replace my balance pad?

Balance pads typically last 2-5 years with regular use (3-5 times per week). Signs of wear: permanent compression (pad does not rebound), visible cracks on the surface, or leaking air (if inflatable). Replace immediately if the pad tears, as the foam inside could be a choking hazard for pets or children.

59. Can I leave my exercise bike outside on a covered patio?

No. Our Cardiorespiratory Equipment is designed for indoor use only. Humidity, temperature extremes (below freezing or above 95°F), and direct sunlight will damage the electronics, rust the metal parts, and crack the plastic. Use indoors only.

60. What should I do if a resistance band snaps while I am using it?

First, do not panic. Most snaps happen at the handle attachment or a weak point; the band typically collapses rather than whipping violently, but it can sting. If you are injured, seek medical attention. Then:

Collect all pieces if possible (for warranty claim).
Take photos of the broken band and the area where it snapped.
Email us with your order number, the band’s resistance level, and how long you have used it.
If it snapped within 6 months and you were using it within the recommended stretch range (not overstretched), we will send a free replacement or refund.

Never continue using a band with visible nicks or thinning. Prevention is best.

X. MISCELLANEOUS

61. Do you offer military or first responder discounts?

Yes, we offer a 10% discount to active-duty military, veterans, police officers, firefighters, and EMTs. To verify, email a copy of your ID (you can redact everything except your name and status) to tracydao@outlook.com.vn with “MILITARY/FIRST RESPONDER” in the subject line. We will send you a one-time discount code. This is our small way of saying thank you for your service.

62. What is your stance on sustainability?

We are committed to reducing waste. Our product packaging uses recycled cardboard and minimal plastic. Our resistance bands are shipped in reusable cotton pouches instead of plastic bags. We are exploring a recycling program for used bands; stay tuned. We do not claim to be perfect, but we are actively reducing our environmental footprint.

63. Can I suggest a new product?

Absolutely. We love customer feedback. If there is a type of fitness equipment you wish we sold, email tracydao@outlook.com.vn with “PRODUCT SUGGESTION” in the subject line. We cannot guarantee we will add it, but we read every suggestion. Some of our best-selling balance boards started as customer ideas.

64. Do you have a physical catalog?

No, to save paper we are digital-only. All products are displayed on tracyvn.store with detailed photos, videos, and specifications. You can also request a PDF catalog by email – we will send one within 24 hours.

65. I have a question that is not listed here. What should I do?

Please contact us directly! We are happy to help with any question, no matter how specific.

TracyVN LLC
5441 S Macadam Ave Ste R, Portland, OR 97239
Phone / SMS: +84987755357
Email: tracydao@outlook.com.vn
Website: tracyvn.store

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