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Consumer Relations Information

If the information below does not address your concern, please contact us.

Frequently Asked Questions

Should I choose Nautilus, Inc. Branded Consumer Products for my fitness needs?

All Nautilus, Inc. branded consumer products including Nautilus, Bowflex, Schwinn, Universal and CoreBody Reformer brands are designed and intended to provide home users with a dependable and affordable workout experience.  With proper maintenance, our products will provide home users with years of quality use.  Nautilus® consumer products are not intended to be used in any commercial or institutional setting or application.   These include but are not limited to:

  • Commercial Gyms
  • Churches
  • Police/Fire Departments
  • Government Agencies - Federal/State/Local
  • Apartment/Retirement/Condominium Communities
  • Cruise Ships/Hotels
  • Medical Facilities
  • K- 12 Schools
  • Community Colleges
  • Universities

Using any Nautilus, Inc. branded product in a commercial or institutional setting will void the products warranty, and may open the owner of the property to unnecessary risks.  If you have questions regarding whether or not your intended use falls under the category of commercial or institutional use, please contact us.

What is your return policy?

Our return policy applies to products purchased direct from Nautilus, Inc. and includes Bowflex, Schwinn Fitness, Nautilus and Universal products. If you purchased a Nautilus, Inc. fitness product from a retail store, please refer to the store return policy.

What do I do if my all/part of my order is damaged or missing?

Once shipments leave a Nautilus distribution center and are loaded on a carrier vehicle the product becomes the customer's responsibility.

For damaged packages:
  • Contact the carrier right away and report the damage
For missing packages:
  • Check your tracking information at the end of the delivery day to see if the package may have been left with a neighbor
  • Make sure no one in your household picked up the packages
  • Look all around your house, many times the delivery driver will attempt to hide the package, or place something valuable on a back porch
  • Check for a delivery notice – if the shipper attempted delivery they may have left a notice
  • Contact the shipper

At Nautilus' discretion, our Customer Care team may be able to assist customers who claim that their shipment is damaged on receipt, or if the all or part of the shipment is missing.

What is product registration?

Product registration is a means by which Nautilus accounts and identifies the owners of specific products.   Product registration merely alerts Nautilus of owner and physical location of products at any specific time.  The information gathered at the time of registration can be useful for certain limited purposes such as a safety notification and it helps identify if the consumer purchased a product by any other means or channel other than directly from Nautilus or from an authorized seller of Nautilus equipment.

What does product registration do for me?

It allows Nautilus to be able to contact the customer in the unlikely event that a safety notification is required or if Nautilus is required by some third party or governmental entity to disclose any owners of our products.

Does product registration automatically make my purchase eligible for warranty?

No.  Purchasers who bought a product from any other means than Nautilus (Direct) must provide acceptable proof of purchase documentation to be eligible for warranty support.   Purchases made “Direct” from Nautilus do not need to provide proof of purchase to be eligible for warranty support as that information is already entered into our system. Our warranties are otherwise extended only to customers who originally purchased our products through authorized channels and dealers. That can exclude individuals who purchased the equipment through non-authorized channels such as internet re-sellers or other “grey market” means such as e-Bay. Purchases through these non-authorized channels are not eligible for a Nautilus manufacturer’s warranty.

What is “proof of purchase?”

The proof of purchase is a document which is required as evidence of where the product was purchased.  Proof of purchase is required in order to obtain warranty support as it will indicate that the product was purchased through an authorized channel or dealer.  Product registration alone is not proof of purchase through an authorized sales channel and will not in and of itself be sufficient to extend application of the Nautilus manufacturer warranty to the product.

What is a StarTrac Treadclimber?

Nautilus, Inc. has licensed our TreadClimber® brand and technology to StarTrac to create a commercial TreadClimber® under their StairMaster® brand. It is important to note however, that the StairMaster® TreadClimber® is a commercially rated product. If you are interested in a TreadClimber® product for your home please visit www.BowflexTreadclimber.com

What is your order cancellation policy?

Your order begins processing as soon as you click the "Submit" button. After submission, it may be possible to cancel your order by calling us directly. Once inventory has been allocated to your order, it cannot be canceled. IMPORTANT: Any attempts to cancel your order after it moves into the shipping process does not guarantee the order will not be shipped.

If you change your mind about the order or we are unable to stop your order, you can return any unwanted items in accordance with our return policy.

What is your Do Not Call policy?

Click here to download a copy of our Do Not Call policy.