Shipping Policy

Fast, Reliable, and Transparent Delivery – From Our Portland Hub to Your Door

At TracyVN LLC, we know that waiting for your fitness equipment can feel like an eternity when you are excited to start your journey. Whether you have ordered Resistance Training Devices to build strength, Balance Training Equipment to improve stability, Cardiorespiratory Exercise Equipment to boost your endurance, or any other Exercise Equipment from our catalog, we want to get your gear to you as quickly and affordably as possible – without hidden fees or confusing timelines.

Our shipping operations are managed from our headquarters at 5441 S Macadam Ave Ste R, Portland, OR 97239, but we utilize a network of regional fulfillment centers across the United States to minimize delivery times. All orders are processed by our dedicated team, and every shipment is tracked from the moment it leaves our warehouse until it arrives at your doorstep.

This Shipping Policy applies to all purchases made on tracyvn.store. It is designed to be transparent, fair, and easy to understand. If you have any questions after reading, please contact us at +84987755357 or tracydao@outlook.com.vn. Our customer service team is available 9 AM – 6 PM Pacific Time, Monday through Saturday.

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I. Order Processing Time – What Happens After You Click “Buy”

Before your order ships, it must go through our internal processing. This is where we verify your payment via Stripe, check inventory, pick and pack your items, and generate a shipping label.

Standard Processing:

• Processing time: 1 to 3 business days for most orders.

• Business days: Monday through Friday, excluding major US federal holidays (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day).

• Cut-off time: Orders placed before 2:00 PM Pacific Time are typically processed the same business day. Orders after 2:00 PM PT are processed the next business day.

Expedited Processing (Priority Handling):

For an additional fee of $9.99, we offer priority processing. Your order will be processed within 1 business day (often within hours) and will be handed off to the carrier before standard orders placed on the same day. To select priority processing, choose the “Expedited Processing + Shipping” option at checkout (available for US addresses only).

Weekends and Holidays:

Our warehouse does not process orders on Saturdays, Sundays, or federal holidays. Orders placed on Friday after 2:00 PM PT will begin processing on the following Monday (or Tuesday if Monday is a holiday).

Pre-orders and Backorders:

If a product is marked as “Pre-order” or “Backorder” on its product page, the estimated shipping date will be clearly displayed. Processing time for pre-orders begins on that estimated date, not the date of purchase. We will send you an email update if the estimated date changes.

Order Verification:

Occasionally, Stripe or our fraud detection system may flag an order for manual review (e.g., mismatched billing/shipping address, unusually large order, international card used for domestic shipping). If this happens, we will contact you via email or phone (+84987755357) within 24 hours to verify your information. Processing resumes once verification is complete. Please respond promptly to avoid delays.

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II. Domestic Shipping (Within the United States)

We ship to all 50 US states, including Alaska and Hawaii, as well as Puerto Rico, Guam, and the US Virgin Islands. Shipping to APO/FPO/DPO military addresses is also available (see Section V).

A. Shipping Carriers

We primarily use:

• USPS (United States Postal Service) for lightweight packages (under 5 lbs) and PO Box addresses.

• UPS (United Parcel Service) for medium to heavy packages (5-70 lbs) and residential deliveries.

• FedEx for oversized items (e.g., exercise bikes, ellipticals) and expedited shipments.

You cannot select the carrier – we choose the most efficient option for your location and package weight. All carriers provide tracking numbers.

B. Shipping Options & Costs (Contiguous 48 States)

Note: Delivery times are estimates and begin after the order has been processed (i.e., after the 1-3 day processing window). For example, if you order on Monday with standard shipping and processing takes 2 days, shipping takes 3-7 days = total 5-9 business days to your door.

C. Free Shipping Threshold

• Orders of $49 or more (after discounts, before taxes) ship free via Standard (Ground) to the contiguous 48 states.

• Free shipping is automatically applied at checkout. No promo code needed.

• Free shipping does not include expedited or express methods. If you upgrade, you pay the difference.

D. Alaska, Hawaii, and US Territories

Shipping to non-contiguous states and territories takes longer and costs more due to carrier surcharges.

For expedited shipping to Alaska/Hawaii, please contact us before ordering – rates vary significantly.

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III. International Shipping (Outside the United States)

We are proud to ship to customers around the world. TracyVN LLC currently delivers to over 40 countries, with more being added regularly. If your country is not listed at checkout, please email tracydao@outlook.com.vn – we may be able to arrange a manual shipment.

A. Available International Destinations (Sample List)

• North America: Canada, Mexico

• Europe: United Kingdom, Germany, France, Italy, Spain, Netherlands, Belgium, Switzerland, Austria, Denmark, Sweden, Norway, Finland, Poland, Ireland, Portugal, Greece, Czech Republic, Hungary

• Asia Pacific: Australia, New Zealand, Japan, South Korea, Singapore, Malaysia, Thailand, Vietnam, Philippines, Hong Kong, Taiwan

• Middle East: United Arab Emirates, Saudi Arabia, Israel, Qatar

• Latin America: Brazil (selected areas), Chile, Colombia, Costa Rica (customs restrictions may apply)

We do not currently ship to Russia, Belarus, Ukraine (due to conflict), North Korea, Iran, Syria, Cuba, or any country under US trade sanctions.

B. International Shipping Carriers

• DHL Express (primary, fastest)

• FedEx International (for larger packages)

• USPS Priority Mail International (for smaller, lower-value packages to remote areas)

You cannot select the carrier; we choose based on reliability and cost.

C. Estimated Delivery Times (International)

• DHL Express/FedEx International Priority: 5-10 business days (to major cities)

• FedEx International Economy: 7-14 business days

• USPS Priority Mail International: 10-20 business days (plus customs clearance)

These are estimates. Customs clearance can add days or weeks, especially during peak seasons (November–January) or in countries with slow customs processing (e.g., Brazil, Italy). We have no control over customs delays.

D. International Shipping Costs

Shipping costs are calculated in real-time at checkout based on:

• Total package weight (dimensional weight for larger items like exercise bikes)

• Destination country

• Selected carrier speed (only one option is offered for most countries)

Typical ranges (USD):

• Small accessory (e.g., resistance bands, balance pad): $19.99 – $34.99

• Medium box (e.g., balance board, stepper): $34.99 – $59.99

• Large box (e.g., exercise bike, elliptical): $59.99 – $129.99

We do not mark up shipping costs; you pay what the carrier charges us plus a small handling fee ($2-$5 depending on size). We do not profit from international shipping.

E. Duties, Taxes, and Customs Fees (Very Important)

International customers are responsible for all import duties, value-added tax (VAT), customs fees, and brokerage charges levied by their country. These fees are NOT included in the price you pay on tracyvn.store.

• How it works: When the package arrives in your country, customs may assess duties and taxes. The carrier will typically hold the package and notify you to pay before delivery. You may also receive an invoice after delivery.

• Estimated costs: VAT ranges from 5% to 25% depending on the country (e.g., UK 20%, Germany 19%, Australia 10%, Canada 5-12% depending on province). Duties on fitness equipment vary but are often 0-8%.

• What we do: We include a commercial invoice with the package declaring the exact value of the contents (in USD). We do not mark packages as “gift” or undervalue them – that is illegal and unfair to customs authorities.

• What you should do: Before ordering, check your country’s import duty and tax rates for “exercise equipment” (HS codes 9506.91, 9506.99). Many countries have online duty calculators. Factor these fees into your budget.

We cannot reimburse customs fees, nor can we refund the product cost if you refuse to pay duties and the package is abandoned or destroyed by customs. If you refuse delivery due to high duties, the package will be returned to us, and we will refund the product price minus original shipping and a 15% restocking fee (to cover return shipping and handling). This is your risk as the importer.

F. International Shipping Restrictions

Some products cannot be shipped to certain countries due to size, weight, or material restrictions:

• Resistance bands (latex): Some countries restrict latex imports due to allergy concerns? Rare, but check.

• Exercise bikes with lithium batteries: We do not sell battery-powered bikes, so this is not an issue.

• Oversized items: Some carriers refuse packages over 70 lbs to certain countries. If your order is heavy, we may contact you to split shipments (additional cost).

We will notify you before processing if we discover a shipping restriction. You may cancel for a full refund at that point.

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IV. Tracking Your Order

Every order, domestic and international, comes with a tracking number that we will email to the address you provided at checkout (usually within 24 hours after shipment, sometimes the same day). The email will come from tracydao@outlook.com.vn with the subject line “Your TracyVN order has shipped.”

How to Track:

1. Click the tracking link in the email. It will take you to the carrier’s website (USPS, UPS, FedEx, DHL).

2. Alternatively, enter your tracking number directly on the carrier’s tracking page.

3. For USPS, you can also sign up for Informed Delivery (free) to see incoming packages.

Tracking Statuses Explained:

• “Label Created” / “Pre-Shipment”: We have printed the label, but the carrier has not yet picked up the package. This can last 1-2 business days.

• “Picked Up” / “Accepted”: The carrier has the package. This is when the clock starts for delivery estimates.

• “In Transit”: The package is moving through the network. For international, it may show “Processed Through Facility” (USPS) or “Customs clearance” (DHL/FedEx).

• “Out for Delivery”: The package is on the truck and should arrive today.

• “Delivered”: The carrier has marked it as delivered to the address. If you have not received it, check around your property, with neighbors, or with your building’s mailroom. Some carriers mark “Delivered” up to 24 hours before actual delivery – wait one more day.

What If Tracking Does Not Update for Several Days?

It is normal for tracking to stall for 1-3 days, especially for:

• USPS “Parcel Select” (ground) – updates only when scanned at major hubs.

• International shipments during customs clearance – no updates until released.

• Packages going through remote areas (e.g., rural Alaska).

If tracking does not update for 7 consecutive days (domestic) or 14 days (international), contact us at +84987755357 or tracydao@outlook.com.vn. We will open an inquiry with the carrier.

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V. Special Shipping Situations

A. APO / FPO / DPO Military Addresses

We proudly ship to US military personnel stationed overseas. When entering your address:

• Use the correct format: Name, PSC/Unit number, Box number, APO/FPO/DPO, AA/AE/AP, ZIP code.

• We ship exclusively via USPS Priority Mail for military addresses.

• Delivery time: 10-25 business days (depending on location).

• Cost: $9.99 flat rate (free on orders over $79). Heavy items (over 20 lbs) may incur additional surcharges – we will contact you before processing.

• Restrictions: No oversized exercise bikes (over 50 lbs) to APO addresses – USPS size limits apply. For such items, use a US domestic address or a freight forwarder.

B. PO Boxes

Domestic: We ship to PO Boxes via USPS only. UPS and FedEx cannot deliver to PO Boxes. If you provide a PO Box, we will automatically use USPS. Large items (exercise bikes, ellipticals) may exceed USPS size limits; in that case, we will contact you to provide a physical address.

International: PO Boxes are generally not accepted for international shipments because customs requires a physical address. If you provide a PO Box, we will ask for a street address.

C. Signature on Delivery

For high-value items (over $200) or at your request, we can require a signature upon delivery. This protects you against porch theft. To add signature requirement:

• During checkout, leave a note in the “Order instructions” field: “Require signature.”

• Or email us immediately after placing your order.

• There is no extra fee for signature confirmation (we absorb it).

If you are not home to sign, the carrier will leave a notice and attempt delivery twice more. After the third attempt, the package is held at the local post office or depot for pickup. If you do not pick it up within 15 days, it may be returned to us, and you will be responsible for reshipping costs.

D. Redirecting a Package After Shipment

Once a package is with the carrier, we cannot change the address. If you need to redirect (e.g., you will be away), you can:

• UPS My Choice (free sign-up) – allows you to redirect to a UPS access point or reschedule delivery.

• FedEx Delivery Manager – similar functionality.

• USPS Package Intercept – not always possible and costs a fee ($15.95 + postage). We can initiate this for you at your expense if you contact us immediately.

We recommend using a secure delivery address (work address, neighbor, or locker) if you are concerned about theft or missed deliveries.

E. Partial Shipments (Split Orders)

If you order multiple items that are stored in different fulfillment centers, we may split your order into two or more shipments. You will receive separate tracking numbers for each shipment. There is no extra shipping cost to you – we cover the split.

Example: You order a resistance band set (from West Coast warehouse) and an exercise bike (from Midwest warehouse). Both ship separately, possibly arriving on different days. You will receive two shipping confirmation emails.

F. Lost or Stolen Packages After “Delivered” Status

If the carrier’s tracking shows “Delivered” but you do not have the package:

1. Check with household members, neighbors, building front desk, or any secure location (e.g., behind a bush).

2. Wait 24 hours – sometimes carriers scan prematurely.

3. Contact the carrier directly to file a missing package claim. Provide your tracking number.

4. Then contact us. We will help you with the claim process, but TracyVN LLC is not financially responsible for packages that are marked delivered by the carrier to the correct address. This is standard e-commerce policy (as stated in our Terms & Conditions).

Why? Once the carrier confirms delivery, we have fulfilled our obligation. Porch theft, misdelivery to a neighbor who does not return it, or delivery to an incorrect but similar address are carrier issues or local crime issues. However, we will:

• Provide you with the delivery confirmation (GPS coordinates if available from UPS/FedEx).

• File a claim with the carrier on your behalf (for lost packages, not for theft after delivery).

• Offer a one-time courtesy discount of 20% off a replacement order for good-standing customers (at our discretion, not guaranteed).

To protect yourself, we strongly recommend:

• Using a delivery address where someone is home during the day.

• Installing a security camera.

• Using a UPS Access Point or Amazon Hub Locker (if available) – though we cannot directly ship to lockers, you can redirect via UPS My Choice.

• Purchasing shipping insurance for high-value orders (see Section VII).

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VI. Shipping Damages – What to Do

While we pack our Resistance Training Devices, Balance Training Equipment, Cardiorespiratory Exercise Equipment, and other items with extreme care (bubble wrap, double-walled boxes, foam inserts), shipping carriers occasionally mishandle packages. If your order arrives visibly damaged:

Step-by-Step:

1. Do not discard the original packaging. The box is evidence.

2. Take clear photos of:

   • The outside of the box (show the shipping label and any crushing, holes, or water damage).

   • The inside packing materials.

   • The damaged product(s) from multiple angles.

3. Do not use the product – using a damaged exercise bike could be dangerous.

4. Contact us within 48 hours of delivery at tracydao@outlook.com.vn with “SHIPPING DAMAGE – [Order Number]” in the subject line, attaching the photos.

5. We will respond within 12 hours with instructions. Typically:

   • For minor cosmetic damage (scratch on a balance board): We offer a partial refund (15-30%) and you keep the item.

   • For functional damage (bent frame on a bike, cracked resistance band): We will send a free replacement (if in stock) or issue a full refund. We will also provide a prepaid return label for the damaged item (so we can file a claim with the carrier).

   • For severe damage where the product is unusable and dangerous: We will refund fully and ask you to dispose of the item (no need to return, for safety).

Note: Damage caused by improper assembly or normal use after delivery is not shipping damage – that falls under our warranty or return policy.

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VII. Shipping Insurance

We do not automatically add shipping insurance to all orders, but you can purchase it for an additional fee at checkout. Insurance covers:

• Loss of package in transit (carrier loses it, tracking stops updating).

• Damage during transit (beyond what the carrier normally covers – carriers typically cover only up to $100 automatically).

Standard Carrier Liability:

• USPS: Up to $100 automatically for Priority Mail (no insurance cost). For First Class Package (under 1 lb), no automatic insurance – only tracking.

• UPS: Up to $100 automatically for Ground shipments.

• FedEx: Up to $100 automatically.

• DHL (international): Up to $100 automatically.

If your order value exceeds $100, we strongly recommend purchasing additional insurance via our checkout add-on (priced at $2.50 per $100 of coverage, up to $5,000). For example:

• $200 order: $5.00 insurance

• $500 order: $12.50 insurance

How to File an Insurance Claim:

If you purchased insurance and your package is lost or damaged:

1. Contact us immediately with documentation (photos, tracking showing “lost” for 15+ days).

2. We will file the claim on your behalf with the insurance underwriter (we use Shipsurance or Route, depending on the option you selected).

3. If approved, we will refund you or send a replacement product (your choice). The insurance company reimburses us.

Without insurance: If the carrier loses your package, we will help you file a claim with the carrier for the automatic $100 (if applicable). If your order was $150, you would lose $50. We cannot cover this gap. Please buy insurance for valuable orders.

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VIII. Shipping Delays – Force Majeure

Sometimes, factors beyond our control delay shipments. These include:

• Severe weather (hurricanes, blizzards, floods, wildfires) affecting carrier operations.

• Natural disasters (earthquakes, tornadoes).

• Pandemics and government-mandated lockdowns (e.g., COVID-19).

• Strikes or labor disputes (e.g., USPS or UPS strike).

• War, terrorism, or civil unrest.

• Customs holds (for international orders).

In such events, we will:

• Post a notice on tracyvn.store (if widespread).

• Email affected customers with updated estimated delivery dates, if known.

• Not charge you for delays – you will never pay extra.

• Offer cancellations for orders that have not yet shipped if the delay exceeds 30 days.

We are not liable for consequential damages caused by shipping delays (e.g., you miss a competition, you have to buy a gym membership). We are a fitness equipment company, not a logistics insurer. Please plan ahead.

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IX. Shipping to Freight Forwarders

Some international customers use freight forwarders (companies that provide a US address, then reship to your country). We accept orders to known freight forwarders, but all risk transfers to you once the package is delivered to the forwarder’s US address.

Important:

• Our responsibility ends when tracking shows delivery to the forwarder’s address. Any loss, damage, or theft after that is between you and the forwarder.

• We cannot assist with claims against forwarders.

• If the forwarder refuses the package or fails to reship, we will not refund your order (as we fulfilled our part).

Use a reputable forwarder with insurance. We recommend avoiding this method if possible – direct international shipping via DHL/FedEx is safer.

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X. Shipping Policy for Large or Heavy Items (Exercise Bikes, Ellipticals, Rowers)

Cardiorespiratory Exercise Equipment such as exercise bikes (30-70 lbs) and ellipticals (50-90 lbs) require special handling.

Delivery Method:

• Standard shipping: Delivered via UPS Ground or FedEx Ground. These are curb-side deliveries – the driver will leave the box at your doorstep or garage. Drivers are not required to carry it inside or up stairs.

• White Glove Delivery (inside, assembly): We do not offer this ourselves, but we can refer you to third-party services (e.g., Handy, TaskRabbit) for an additional fee. Please email us before ordering for a quote.

What to Expect:

• The box will be large and heavy. Have a helper ready to bring it inside.

• Inspect the box immediately for damage. If the box is crushed or torn, note it on the delivery receipt (or take photos before signing, if signature is required).

• Assembly instructions are included. Most bikes take 20-40 minutes to assemble.

Damaged Large Items:

If your exercise bike arrives with a bent frame or broken part, follow the “Shipping Damages” process above. Do not attempt to assemble a damaged bike – it could collapse during use.

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XI. Contact Us About Shipping

If you have any questions about this Shipping Policy, need to change your shipping address after ordering, or want to request expedited handling, please reach out:

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

Customer Service Hours: 9:00 AM – 6:00 PM Pacific Time, Monday – Saturday. For urgent shipping inquiries (e.g., “I entered the wrong address”), call us immediately – do not email, as email may be slower.

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XII. Summary Table – Domestic Shipping at a Glance

Alaska, Hawaii, and territories have different rates – see Section II.D.

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XIII. Final Promise – We Ship Fast, We Ship Right

At TracyVN LLC, we know that your time is valuable. That is why we have invested in a logistics system that prioritizes accuracy and speed. Our team personally oversees every shipment from our Portland headquarters and regional warehouses. We do not use third-party dropshippers with unknown quality control – we touch every product before it goes out.

Our shipping commitments to you:

• Transparency: No hidden fees, no bait-and-switch delivery timelines.

• Care: Each product is packed securely, with extra padding for fragile items like balance boards and exercise bike displays.

• Support: If something goes wrong, you talk to a real human at +84987755357 or tracydao@outlook.com.vn – not a chatbot.

Thank you for choosing TracyVN LLC. Your Resistance Training Devices, Balance Training Equipment, Cardiorespiratory Exercise Equipment, and other Exercise Equipment are on their way to help you build a healthier, stronger life. Train well, and train safely.