Frequently Asked Questions

Frequently Asked Questions

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How do I create an account on myfamilyfitness.com?

You can create your account on myfamilyfitness.com by entering and verifying your email ID. Click on "Create New Account" after that and fill up the form to create your myfamilyfitness.com account.

How do I login on myfamilyfitness.com?

You can simply log in by entering your registered email ID or the google account.

Why am I asked for my credit card details to access my account?

In case you do not have access to your registered email ID with you anymore, myfamilyfitness.com can use a saved credit/debit card detail from your account, to match for expiry date and give you the option to change your password and update your new email ID in your account. There is no charge made to the card in this process.

Why is my account locked?

myfamilyfitness.com locks accounts for a specified time period or permanently in case there are too many failed login attempts to your account. This is for the security of your account. You should be able to gain access back to your account by resetting your password or call customer care for further help.

To purchase myfamilyfitness.com Gift card, please follow below mentioned steps:

  1. click on Gift Card option on myfamilyfitness.com
  2. Then, on 'Buy Gift Card' option
  3. Enter recipient email address
  4. Select or enter the Gift Card value
  5. Make payment using your credit card, debit card or net banking
  6. On successful payment, the Gift Card details will be sent to the recipients email address.

I just received a myfamilyfitness.com Gift Card. How do I use it?

For making a purchase with your Gift Card on myfamilyfitness.com website simply enter your ** digit gift card number at the checkout page. The purchase amount will be deducted from your Gift Card's available balance. Follow the below mentioned steps to redeem the gift card:

  1. Click on ‘Place Order’
  2. Once you have reviewed and confirmed your address, click on ‘Proceed to Payment’
  3. Select ‘Gift Card’ from ‘Other Payment Options’
  4. Enter your 12-digit gift card code
  5. Click on ‘Apply’ to redeem the balance.

 

How do I check the available balance or expiry date on my Gift Card?

To check Gift Card balance, you must have an account with us, click on Gift Card section on myfamilyfitness.com then, enter 12-digit card no.

What should I do if, I have not received the e-mail that had Gift Card details?

For Gift cards issued by myfamilyfitness.com, sender can resend the Gift card e-mail, from 'My Orders' section of his myfamilyfitness.com account. Sender must also verify few details mentioned below:

  1. Confirm the recipient email address entered is correct. If an incorrect email address is entered, we will not be able to re-send the Gift Card details to the right recipient.
  2. Confirm that the Gift Card is not in the recipient's Spam/Junk inbox. If you have not received the Gift Card details purchased from different merchant, please contact the sender, they can resend the copy of the e-mail received while purchasing the Gift Card

Does myfamilyfitness.com Gift Cards expire?

Yes, myfamilyfitness.com Gift Card expires in 06 months from date of issue unless notified otherwise.

When is the myfamilyfitness.com issued Gift Card sent to the recipient?

The Gift Card email is typically sent to the recipient immediately on your purchase and you can choose delivery timings too for different time zones.

 If a Gift Card has not arrived within a reasonable timeframe, please ensure that recipient checks e-mail 'Spam/Junk' inbox before contacting myfamilyfitness.com Customer Support Team.

What can my Gift Card not be used for or to purchase?

Gift Cards cannot be used to make credit card payments or any account deposits. Gift Cards are non-refundable following the loading of funds onto the Card. Gift Cards cannot be exchanged for cash. Cash cannot be withdrawn from the available balance of a Gift Card.

How do I cancel a Gift Card?

For myfamilyfitness.com issued gift cards, we will not be able to perform cancellations and refunds after you have placed the order. Please review your order to ensure value entered is correct and the recipient details are accurate before completing your purchase.

What exactly does the recipient receive when I send a myfamilyfitness.com issued Gift Card?

On the date of your purchase, an email is sent to the recipient informing him/her of your gift. The email contains card details such as the 12-digit card number, card value, sender name, personal message, instructions to redeem etc.

What can I do to ensure that the Gift Card is delivered to the recipient?

We adhere to the industry best practices to ensure successful delivery of the Gift Card email. It is possible that some email clients may treat the Gift Card as Spam/Junk. Please ensure that:

  1. Correct email address of the recipient is provided.
  2. The recipient's e-mail inbox allows emails from the domain '@myfamilyfitness.com'

What happens if I need to return something, I purchased with my Gift Card?

Partial or full Payment made through Gift Card will be refunded to the same Gift Card.

How many Gift Cards can be used in one transaction?

If you have received a Gift Card, you are eligible to use only one Gift Card in one transaction.

How does the COD (Cash on Delivery) payment option work?

Myfamilyfitness.com Cash on Delivery (COD) option allows you to pay order value at the time of delivery for all orders between AED 100 and AED 15000.

Your existing limits will be revised once, there is a delivery or order rejected against your account, from the new limit implementation logic, if required. To pay for any order using Cash on Delivery (COD) mode of payment, please select the 'Cash On Delivery' option on the payment page. Cash on Delivery option is available to all Emirates; however, the COD limit may differ from customer to customer depending upon the order rejection percentage from a particular customer registered email id. For avoidance of doubt, 'Order Rejection Percentage' shall mean any undelivered orders which are returned from the address provided by the customer even, after three successful delivery attempts. In event of COD limit breach, your order will be cancelled, and you will have to place a new order using Pre-payment options.

Further, the COD limit for any user may get decreased to any amount basis on order rejection percentage and can be reset to higher than AED 15000 basis on Order acceptance percentage and number of prepaid orders placed, post limit decrease.

Why can't I see the COD option on my payment page?

If you do not see a COD option on your payment page, this may be due to one of the following reasons:

  1. Your order value may be less than AED 100 or over AED 15000.
  2. You may have placed another order using the COD option which is pending delivery. If the amount of this order when added to your current order exceeds AED 15000, then the COD option will be disabled temporarily.

 

What is COD limit?

Myfamilyfitness.com reserves the right to determine the COD limit for every customer and/or orders. The COD limit includes any undelivered, unpaid orders and any new orders being placed.

What should I do if my payment fails?

Please retry making the payment after ensuring that the information entered is accurate, including all account details, billing addresses and passwords. If your payment still fails, you can use the Cash on Delivery (COD) payment option, if available on the payment page to place your order. If your payment is debited from your account after a payment failure, it will be credited back within 14 days, after we receive a confirmation from the bank.

I am being charged VAT amount on my order. What is VAT?

VAT is a single tax on the supply of goods and services that is levied on every value addition (through production and services) and is added to a product's sale price. VAT has to borne/paid by the ultimate consumer of the product or service. If your order is fulfilled on or after January 1st, 2018, VAT will be applicable on your orders. Applicable VAT is 5% of the product/service value.

If I return/cancel the purchased product will the GST/VAT amount charged be refunded?

Yes. If you return the product the applicable VAT amount will also be refunded into the source account selected at the time of return initiation. However, no refunds of VAT shall be made in relation to delivery charges collected from the consumer under myfamilyfitness.com’s shipping policy.

What is myfamilyfitness.com’s Shipping Policy?

We strive to deliver products purchased from myfamilyfitness.com in excellent condition and in the fastest time possible. If this is your first order with Myntra, shipping will be completely FREE. Also, for all the subsequent Orders of AED 100 or more, we will deliver the order to your doorstep free of cost. AED 15 for all orders below an order value of AED-100.

  1. If the order is cancelled, lost or un - delivered to your preferred location, we will refund the complete order amount including any delivery charges paid online.
  2. If you return an order delivered to you, delivery charges paid, if any, will not be refunded.

*Order value is calculated after applying discounts / VAT or any other applicable charges.

 

How do I check the status of my order?

Please tap on ‘Order status’ section under main menu of Website to check your order status.

How are orders placed on myfamilyfitness.com delivered to me?

All orders placed on myfamilyfitness.com are dispatched through our own delivery service and through reputed courier partner such as Ftechr.

Does myfamilyfitness.com deliver products outside United Arab Emirates?

No. At this point, we deliver products only within United Arab emirates.

How can I get my order delivered faster?

Sorry, currently we do not have any service available to expedite the order delivery. In future, if we are offering such service, you will receive a communication from our end.

I have received a partial item/partial order or an Unintended/Void packet?

Kindly reach out to us for pilferage within 48 hours of delivery failing which the claim will not be entertained. Whilst we investigate, request you to please make note of the below pointers:

Please do not use the item for which claim is being raised.

You may be required to information’s like, short description of the case (A few questions will be asked to help us understand the scenario)

The snapshots of the packet and other boxes (If any) (Try to cover the sides which look tampered/damaged as per the Users

The refund for prepaid/Cash on delivery orders will be done after the investigation

You may not be liable for a refund, in the following scenarios stated below:

Failure to provide adequate information about the case.

Failure to provide snapshots of the packet and box(if any)

If a pilferage delivery was received, pilferage claims must be made the same day.

You must not dispose of the packaging for 5 days post - delivery. We might need to pick-up your packaging for investigation at our end.

You have used the item for which claim was raised.

  • Start the return process within 14 days of receiving your item.
  • Product must be in new or unused condition, with all original product packaging, inserts, and accessories.
  • Shipping costs will be the responsibility of the customer in cases of buyer’s remorse returns, such as an item did not fit, didn’t like the color/quality, changed your mind, ordered by mistake, etc.
  • We will refund the full cost of the merchandise and shipping charges if the return is a result of our error or defective product.
  • Return the product as soon as possible so it arrives at our facility within 10 days of receipt of the item. (See Product-Specific Return Policies for exceptions)
  • We inspect all returned items and will refund you based on the condition of the item. We award a partial refund for opened or used products.
  • However, once the installation of Fitness Equipment is done, under no circumstances, it shall be refunded. In case of any manufacturing defect in installed Fitness Equipment, it will be either replaced or repaired free of cost.
  •  

Do not have an account?

Call our customer support for further assistant. Defective Product and Returns Due to Our Error If there are mistakes with your order, or products arrive defective/damaged at the time of receipt, we will make it right by:

  • Sending you replacement parts or accessories
  • Replacing the product
  • Issue a credit note or refund**
  • And we will also cover the cost of any return shipping
  • If the product is not defective, return shipping fees will apply and/or a partial refund may be issued

**See our Product-Specific Return Policies for specific item exceptions and policies. 

Products Returned After 14 days

Did you miss the 14-day return window? Great news! You may still start a return after 14 days, but you may get a partial refund depending on the following:

  • Condition of the merchandise
  • Cost of the original and/or return shipping charges deduction from your refund
  • If we send you a replacement item, we need to receive the original item at our warehouse within 10 days of you starting the return process. Otherwise, we will charge you the full price for the replacement.

Please contact Customer Care if you need to return an item outside the 14-day return time frame.

We always strive hard to provide the best experience to our customers. Therefore, please ensure that the details you provide us are correct and complete and inform us immediately of any changes to the information that you provided while registering.

myfamilyfitness.com verifies the email addresses to ensure important communication about orders and shipments are reaching our customers. Email addresses that have an invalid domain, no mail server, or no mail box, fail the verification processes set by myfamilyfitness.com and myfamilyfitness.com reserves the right to disable any cash on delivery option for orders placed from such accounts that fail the email verification process.

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