Discover the new Xenios USA Magazine

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FAQ - Frequently Asked Questions

Account

How do I create an account?

Signing up is super easy! On the website Home Page in the upper right-hand corner, you can click on the words “Login/Sign Up”. This will take you to the page, where you can follow the procedure to create your new account. Upon creating your account, you’ll receive 75 Xenios USA Club points that can be used on your first order (more information in the section “Xenios USA Club Points”).

I forgot my password, how can I reset it?

No need to worry if you’ve forgotten your password! You can quickly reset it by clicking “Forgot your password?”. We’ll send you an e-mail with a link so that you can create a new one.

What is the Wishlist?

The Wishlist is where you can save all of the products you’d like to keep an eye on. Once you’ve signed into your account, you can add as many products as you’d like to the section “My Wishlist”, so that you have all of the products that interest you right in one place. Adding an article to your wishlist is very easy: all you have to do is go to the product’s page and click on the small heart that you’ll see on the side of the product name.

How can I change my account information?

Once you’ve signed in, you can change your account information directly in the “My Account” section: you can update your contact information, modify your billing or shipping address, and/or sign up for the Newsletter to stay in the loop of the latest Xenios USA news. Furthermore, you’ll also be able to see your recent orders and how many loyalty points you’ve accumulated.

How can I delete my account?

You can delete your account whenever you’d like by going to the “Privacy settings” section: the request to delete your account along with all of its data will be processed by our staff. The elimination of your account will delete your purchase history, any discounts, invoices and any other information related to your account and purchases. All orders and information will be deleted and will not be recoverable. Once your request to delete your account has been approved, all data will be lost permanently.

How can I sign up for the Newsletter?

You can sign up for the Xenios USA Newsletter directly on the Home Page of the website: scroll down to the bottom of the page and fill in the box “Sign up for the Newsletter” with your e-mail address. You’ll stay updated on the latest Xenios USA news, offers, and promotions. Additionally, by signing up for the Newsletter, you’ll receive extra Xenios USA club points and a “Welcome” discount that can be used on our website!

Xenios USA Club Points: what are they and how do you use them?

Xenios USA Club points are loyalty points that you can accumulate every time you make a purchase on www.xeniosusa.com. To utilize your Xenios USA Club points you have to register an account (see the section “How do I set up an account?”) so that all of your purchases will be associated to your account and you can accumulate points. For every 1 € spent, you’ll receive 1 Xenios USA Club point; you’ll find the total points that you’ve accumulated when visualizing your Cart and also on the Checkout page. 20 Xenios USA Club points are equal to 1 € that can be spent whenever you’d like on our website.

How does Xenios USA use my personal data?

Xenios USA takes the protection of its users’ data very seriously, whether it’s the data of a client or simply a visitor of the site. We go above and beyond to protect and manage personal data in a confidential manner by adopting adequate security measures to prevent unauthorized access, disclosure, modification or destruction of the data provided. In compliance with the obligations deriving from the national and European legislation (European Regulation for the Protection of Personal Data _ GDPR - EU 2016/679), our website respects and protects the privacy of all users, making every possible and proportionate effort to protect their rights. For more information, you can visit the Privacy Policy section on the website www.xeniosusa.com.

Orders

How do I make a purchase?

Buying online is simple and intuitive. Select the products you’d like to buy in the quantity desired and add them to your cart by clicking “Add to Cart”. Next, select “Go to Cart” where you’ll be able to see the list of products in your order. By clicking “Proceed to Checkout”, you’ll be taken to the Checkout page where you’ll be asked to complete your information to finalize the order. On this page, you can choose the payment method that you prefer, see the estimated shipping costs, use your Xenios USA Club points, and use a gift card or discount code that you might have.

Do you have to be registered to make an order?

It’s not obligatory; you can complete your order as a guest without having to register, however, without an account you’ll miss out on a bunch of advantages that registered users have such as: saving your products in your Wishlist, verifying your order status, participating in the fidelity program and earning Xenios USA Club points.

Is it possible to modify or cancel an order once it’s been placed?

Unfortunately, once you’ve confirmed your order it’s no longer modifiable. In order to cancel your order, you can write an e-mail to specifying your order number (this can be found on the order confirmation received via e-mail or in your account) and the reason for canceling. Our Customer Care team will then contact you as soon as possible.

Can I make an order by telephone?

All orders need to be made and processed by our system online, therefore, it’s not possible to order by phone. For any assistance while making an order, you can contact us at .

I’d like to order more products online, can I receive a quotation?

You can create your quotation autonomously online by selecting the type and quantity of products that you’re interested in and placing them in your cart. By completing your invoice and shipping information during checkout, our system will calculate your shipping costs and delivery times, so that you have all the information necessary to proceed with your order.

How can I know if my order’s been shipped?

We’ll send you an e-mail as soon as your package has left our warehouse! In addition, you can go to your account to track your order.

What’s my order status?

By signing in to your account, you’ll find the list of all orders that you’ve made under the “my orders” section. Under the “Status” field, you’ll see which phase your order is currently in. Here’s a link to the track your order page.

Where is my order?

In normal conditions, all orders are processed by our Shipping and Logistics Department in 3/5 working days from the date we’ve received the payment. If you’ve requested a payment by bank transfer, it may take up to 1 business day to confirm receipt of your payment. As soon as your order is shipped, you’ll receive an e-mail confirmation; your tracking number will be available 24/48 hours afterwards. The shipper may take up to 5 business days to deliver your order; this depends on the shipping address and restrictions regarding travel at this time. You can see your order status at any time by clicking this link, filling in your e-mail address that you used to confirm your order.

Where does Xenios USA ship to?

Xenios USA sells its products to all countries in the European Union. Anyone located in countries outside of the EU that would like to make a purchase can complete the order online and confirm the request for a quotation: this request will be automatically sent to our Sales Department that will contact the client and send them an ad hoc quotation including shipping and/or customs fees.

I’m having troubling making an order online, who can assist me?

For any issues during checkout, you can contact us at . Our Customer Care is available to offer you assistance during every phase of your order.

Payments and Discounts

What payment methods are available?

We offer many payment options in order to guarantee that our clients can purchase the materials they desire to workout without any hassle. Our website accepts the following payment methods:

  • Credit Card
  • PayPal
  • Bonifico Bancario
  • Contrassegno
  • Bank Transfer
  • Split-it monthly payments

For more information about monthly payments, please see the “Are there financing options available?”

Are there financing options available?

Of course! Split-it is applicable for orders with a total between 100 € and 600 €, by using your credit card and has 0% interest.

I’m having trouble paying for my order. What should I do?

If you see the “Failed Payment Transaction” message, this means that your chosen payment method isn’t working. For example, this could mean that you’re over your credit limit or perhaps the card has expired. To conclude the purchase, we suggest that you try a different payment method. If after choosing a different payment method you continue to have issues, please contact our Customer Care team at - our team will be happy to help you.

How does payment with Split-it work?

Split-it offers the possibility to pay in 4 monthly rates directly charged to your credit card. This payment method is eligible for order totals between 100 € e 600 €; there’s 0% interest, no registration fees, and the approval process is immediate. During check-out, after you’ve chosen Split-it as your payment method you’ll be taken to their webpage to complete the payment by filling in your information and providing your credit card information. Split-it is a secure website that uses strict encryption to protect your data. For more information, take a look at the informative box you’ll see in the check-out page when you choose the Split-it payment method.

Is my payment information protected with Xenios USA?

All communications relating to payment and the data communicated by the customer at the time of payment take place on protected systems, managed directly by the suppliers/managers of the payment method chosen by the customer (for example, Paypal, Credit Card, etc.). The security of electronic payments on the Xenios USA website is guaranteed for the PayPal Holdings Inc. payment manager, through SHA256 + TLS 1.2 certification/encryption, and for the credit card payment manager Stripe Inc. (USA), via AES-256 certification / encryption.

Are there active promotions or discount codes?

Stay updated about our Xenios USA discounts and promotions by signing up to our Telegram channel “Xenios USA Club”: Every week you’ll see our latest innovations and can’t-miss opportunities!

I have a discount code, how can I use it?

If you have a discount code, you can apply it to you cart at check-out as soon as you’ve finished your order. In the field “Insert Your Coupon Code”, fill in your code and then click “Apply Coupon” to see the updated order total before completing your order.

Why doesn’t my coupon code work?

Please verify that it hasn’t expired or that it wasn’t written incorrectly in the coupon field. Furthermore, please remember that discount codes are not applicable on the following products: cardio machines, products with a promotion or already discounted, or used products.

What’s a Gift Card?

The gift card will be sure to make anyone, especially those passionate about fitness, extremely happy! Select the desired import of the card, insert the e-mail of the person you wish to give the card to, and the date you’d like them to receive it. You can also add a personalized message. The Gift Card doesn’t expire and can be used on more than one order until the total has been completely used.

How can I use my Gift Card?

If you have a Gift Card, you can use it before confirming your order at check-out. Simply enter the code of your Gift Card in the appropriate section and click "Apply": by doing so, the amount of the Gift Card will be discounted from the total. If the amount of your Gift Card is higher than the amount of the order, you’ll still have some credit left that you can use on future purchases. You can check the balance of your Gift Card any time in the dedicated section of your account.

What is the Xenios USA Affiliate program?

The JOIN THE CREW program is aimed at gyms, sports associations, coaches, and trainers that are as passionate about fitness as we are, to promote Xenios USA training equipment among their customers and followers. Each affiliate will receive a unique and traceable link to share with their customers and will earn a commission every time they make a purchase on the Xenios USA site. For more information, visit the page.

Shipping and Delivery

What are delivery times?

In normal conditions, all orders are processed by our Shipping and Logistics Department in 3/5 working days from the date we’ve received the payment. If you’ve requested a payment by bank transfer, it may take up to 1 business day to confirm receipt of your payment. The shipping times may vary depending on the address and restrictions regarding travel as this time. Normally, in Italy the shipper delivers in about 4-6 business days while international shipments may need 10-12 business days for delivery.

How much does shipping cost?

The shipping cost is calculated based on the weight and volume of the merchandise. During checkout, by completing the invoice and shipping information, the website will calculate the shipping costs so that you can have all information necessary to proceed with your order.

Can I change the shipping address?

If you are a registered user then before you make an order you can modify the shipping address manually (see the section “How do I change my account information?”). If you decide to modify the shipping address that’s already been confirmed, we ask that you please send an e-mail as soon as possible to and our Customer Care team will assist you.

What is 3 Ship for Free?

This is a promotion for certain clothing items or accessories to have free shipping: by purchasing at least 3 products located in the category, you can enjoy free shipping. This service is temporarily suspended.

Is it possible to choose a date and time for delivery?

Yes, it’s possible to add this supplementary service to your delivery during checkout. After you’ve filled in your shipping address, the website will calculate your shipping costs and you can select the option “Delivery by Appointment”. The shipper will then contact you on the number provided to organize the day and time that the merchandise will be delivered. This service has an additional cost.

Is it possible to request priority shipping?

For more information regarding delivery times, visit the section “What are the delivery times?”.

How can I monitor my shipping status?

Once your order has left our warehouse, you’ll receive an e-mail confirmation. Your tracking order will be ready 24/48 hours after the order has shipped, so you can track your package directly from the shipper’s website.

I’ve received the wrong product, how can I get assistance?

In the case that you’ve received a product that you haven’t ordered, we ask you to please send an e-mail to , specifying your order number, the code of the incorrect article (this can be found on the carton box), and attaching a photo of the incorrect product. We will assist you as soon as possible.

I’m missing a product that I ordered, how can I get assistance?

If your order is missing an article, please contact us as and we’ll be happy to assist you.

I’ve received a damaged package, what should I do?

If your package arrives damaged, the first thing you should do is remember to sign the shipping document stating that you reserve the right to check the items. Next step is to send us an e-mail at , specifying your order number and attaching any photos/video that show the package’s condition. We’ll verify the situation and assist you as soon as possible.

I’ve received a defective product, who can assist me?

If you’ve received a defective product, we ask you to please send an e-mail to our After Sales Department at , explaining the problem, specifying your order number, and attaching photos/video that shows the conditions of the product. We’ll be happy to assist you as soon as possible.

Returns and Refunds

I’ve changed my mind about a product, how can I return it?

You can return a product purchased online within 14 days of receiving your order. To start the return procedure, please send an e-mail to , specifying the order number, the product code and the quantity of the items you wish to return. For more information, you can view the General Conditions of Sale on the following page (point 6. Right of Withdrawal - RETURNS AND REFUNDS).

I purchased a product by mistake, what can I do?

You can request a return of the product within 14 days of receiving your order by writing an e-mail to , specifying the order number, the product code, and the quantity of items you’d like to return. For more information, you can view the General Conditions of Sale on the following page (point 6. Right of Withdrawal - RETURNS AND REFUNDS).

I’ve initiated the return process, how long do I have to return the product?

You’ll have to return the products within 14 days from the date in which you communicated your intention to initiate the return procedure. The products must be returned intact, in their original packaging, and complete in all of their parts (including packaging, any documentation and accessory equipment: manuals, cables, etc.). If these conditions are not respected, the expenses for any damages will be withheld from the reimbursement.

How long does it take to receive a refund?

Once the merchandise has returned to our warehouse and we’ve verified that they’re in good condition, it will be possible to refund the returned products. The return shipping costs will be at your expense, as indicated in the General Conditions of Sale, point 6 ; rates are set by the shipper.