Welcome to the Orangetheory Fitness Return Material Authorization (RMA) Portal. Please take a moment to review the current return and product warranty policy prior to submitting your request.

Please reference The Introduction Page for the RMA Process Cheat Sheet!

Policy Sections:
1) Product Return Policy
2) Product Warranties – (Global)
3) Product Warranty Credits – (Global)
4) Domestic RMA Return Request – (USA Only)
5) Product Packaging and Shipping – (USA Only)
6) International RMA Request Process – (International Only)

Section 1) Product Return Policy

All product disposition is determined by the Orangetheory Fitness RMA team. To qualify for a product warranty credit to your studio account, the following conditions must be met.

RMA credit requests can only be made by a studio owner or designated studio employee. All product credit requests must be approved through the Orangetheory Fitness Returns Portal https://otf.returnsportal.net. A product credit request must be made within 90 days of the member return. Product warranty periods are defined in the Product Warranties section of the policy document.

Any product with signs of physical damage, negligence, water damage or excessive wear and tear will not be covered under the product warranty policy.

An approved RMA authorization number must accompany all product returns.

RMA authorization numbers are valid for 20 business days from the time they are approved, after 20 business days the RMA authorization number will be Closed.

Studios are responsible for all shipping charges and assume the risk of loss or damage of the returned product while in transit to the Orangetheory Fitness Returns Processing Center. Orangetheory Fitness Returns Processing Center will not be responsible for packages or products that are lost or damaged while in transit. All units should be shipped with tracking and properly packaged to maintain the safety of the product.

Performance Monitor rentals or in-studio loaner equipment are not covered under the Performance Monitor warranty.

All product returns are subject to validation and approval by Orangetheory Fitness. Orangetheory Fitness has the right to limit or refuse a return. If a return is received in any of the following conditions noted below, Orangetheory Fitness has the right to reject the product return and or apply a $15 processing fee and/or other cost subject to the receipt and handling of the return.

* Product returned without an approved RMA number.
* Product return is received damaged, due to improper packaging.
* Product return is shipped collect.
* Product return is outside of the product’s defined warranty period.
* Product return is sent as a manufacturing warranty defect and found to be in good working condition.
* Product return with a voided RMA.
* Product return has physical damage, signs of negligence, water damage or excessive wear and tear.

Section 2) Product Warranties: (Global)

Orangetheory Fitness branded hardware is warranted against manufacturing, material, and workmanship defects. Product warranty time periods are listed below. The product warranty time period starts from the time of the original member purchase date of the product. If a product defect surfaces within the product warranty period, document the Product number, description, serial number, product defect type, member’s name, and date of original purchase. In addition, submit proof of member purchase for all product returns by uploading a copy of the proof of purchase or sales receipt with your RMA request in the Orangetheory Fitness Returns Portal https://otf.returnsportal.net . Requirements for a product warranty return are noted in the product warranty details below.

Products sold after the defined End of Life date may not be covered.

PM-1A OTconnect Beat Performance Monitor - If the product is found to have a manufacturing defect and is within a 12-month period from the date of the original member sale, a credit will be applied to the studio account. Prior to requesting an RMA you must go through the Zendesk troubleshooting process first, at http://otf.zendesk.com/hc/. If the Zendesk deems the device is malfunctioning, and the unit is within 12 months from the original purchase date, the Zendesk will provide authorization for a return. Follow the RMA Return Request process for your region in the following sections.

OT-BURN-X OTbeat Burn - If the product is found to have a manufacturing defect and is within a 12-month period from the date of the original member sale a credit will be applied to the studio account. Follow the RMA Return Request process for your region in the following sections.

OT-REC200 RMA requests must be submitted separate from all other product requests. If the product is found to have a manufacturing defect and is within a 12-month period from the date of the original sale, a credit will be applied to the studio account. Prior to requesting an RMA you must go through the Zendesk troubleshooting process first, at http://otf.zendesk.com/hc/. If the Zendesk deems the device is malfunctioning, and the unit is within 12 months from the original purchase date, the Zendesk will provide authorization for a return. Follow the RMA Return Request process for your region in the following sections.

OT-Tablet-XX - Tablet RMA requests must be submitted separate from all other product requests. If the product is found to have a manufacturing defect and is within a 12-month period from the date of the original sale a product replacement will be shipped back to the studio. Prior to requesting an RMA, you must first go through the Zendesk troubleshooting process first, at http://otf.zendesk.com/hc/. If the Zendesk cannot correct or address the product issue, they will provide you with a Zendesk ticket authorizing to request an RMA which must be made through the RMA Portal. The Zendesk approval and product sales invoice must be attached to your RMA request. Do not return power cords, charging blocks or tablet covers with the defective table. Orangetheory Fitness will not be responsible for returning any items shipped with the defective tablet, if received these items will be scrapped. Follow the RMA Return Request process for your region in the following sections.

REF-OT-TABLET-01 Replacement Tablet - Replacement Tablet RMA requests must be submitted separate from all other product requests. If the product is found to have a manufacturing defect and is within a 6-month period from the exchange date, or the balance of the 12-month period from your original tablet sales date, warranty timing will apply to whichever warranty period is greater. A product replacement will be shipped back to the studio. Prior to requesting an RMA, the Tablet must go through the Zendesk troubleshooting process first, at http://otf.zendesk.com/hc/ . If the Zendesk cannot correct or address the product issue, they will provide you a Zendesk ticket authorizing you to request an RMA which must be made through the RMA Portal. The Zendesk approval and original sales invoice must be attached to your RMA request. Do not return power cords; charging blocks or tablet covers with the defective table. Orangetheory Fitness will not be responsible for returning any items shipped with the defective tablet, if received these items will be scrapped. Follow the RMA Return Request process for your region in the following sections.

Challenge Tracker – For return product support and warranty coverage go to www.maesupport.com.

Section 3) Product Warranty Credits: (Global)

International product warranty credits will be honored as specified in your International Master Pricing Agreement or in lieu of an International Master Pricing Agreement product pricing credit will be based on the current purchase pricing.

Section 4) Domestic RMA Return Request: (USA ONLY)

Always attach the original product sales receipt and the Zendesk authorization for each item returned.

Once you submit your return request at the Orangetheory Fitness Returns Portal (https://otf.returnsportal.net) you will be assigned a Request ID Number indicating your initial request has been successfully submitted. Once your initial return request is submitted it will be reviewed for approval. Upon approval of your return request, you will receive an RMA Number indicating your product return request is now approved for return to the Returns Processing Center. Please do not return or ship your product to the Returns Processing Center until you have been issued an RMA number, example (RMA-OTF000000XXXX). You will be notified of your approval to return your product through the email address you provided with the original return request submission.

Once the return is received at the Returns Processing Center the defect mode will be verified. When the defect is verified the RMA administrator will approve the credit. If the defect cannot be verified, and the unit is shown to be in full working order, then no credit will be issued. You will be notified of either outcome via the email provided on the original RMA request.

NOTE: If you have more than one product to return make sure you enter all of your products on the same RMA request (exceptions are tablets and OT-REC200s, which must be submitted separately). For instance, if there are multiple performance monitors they should be placed on a single RMA request form with all member invoices and Zendesk authorizations attached to the single RMA request.

Section 5) Product Packaging and Shipping: (USA Only)

When shipping your product return be sure the package is marked with the RMA number on the outside of the package. In addition, put a copy of the RMA authorization packing slip inside of the package with the defective product you are returning.

With the exception of New / Unused product, do not return defective products inside of their original packaging.

Do not bag or package each product unit separately, we do ask that you bundle and bag all like product units together.

When returning your product, make sure you properly package your product return to ensure it does not arrive damaged. Please be sure to ship with tracking information to secure safe arrival. You can reference a FedEx or UPS website for instructions on how to properly pack a fragile product like an electronic item. Any product that is received damaged will not be covered under the product warranty policy.

Returning Your Defective tablet:

Once you receive your Replacement Tablet you have 15 business days to return your defective Tablet to the Return Processing Center. If the defective Tablet is not returned within the 15-business day period the studio will be charged $299.00 for each Replacement Tablet your studio received, and your original RMA number will be closed out as complete. Any defective Tablet returned and received at the Returns Processing Center after the RMA is closed out will not be processed and returned to the studio at the studios cost.

When packing your defective Tablet reuse the Replacement Tablet shipping box along with the prepaid shipping label provided in the Replacement tablet packaging and also add your RMA packing slip listing your approved RMA number with your tablet return. You must make sure the Tablet is properly packaged to avoid any damage during shipping. Any Tablet that is received damaged due to shipping, the studio may be charged for the cost of the original replacement tablet.

Once the defective Tablet is received at the Return Processing Center it will be inspected for any physical damage or misuse. If a defective Tablet is received with a damaged substrate, water damage, cracked screen, etc. due to mishandling, the studio will be notified and charged for the REF-OT-TABLET-01 Replacement Tablet they received.

After the Returns Processing Center completes the inspection of the defective Tablet the RMA will be closed out and the studio notified. No additional action is required from the studio at this point.

Section 6) International RMA Request Process: (International Only)

Product RMA requests can only be made by an International Master Franchise or their designated resource. All final product disposition actions are determined by the Orangetheory Fitness RMA team. All product warranties and credits apply as stated in Section #2 and #3 of this policy. In order to process your International RMA request you must follow the process as stated in this section of the policy. All RMA requests must be made prior to the expiration date of the product warranty period. Product warranty periods are defined in Section #2 Product Warranties.

If the product has a catastrophic failure rate you need to contact OTF RMA prior to executing a final disposition for scrap. A catastrophic failure rate is any failure rate that is above the average product failure rate currently at 2% or less as calculated by OTF RMA. All catastrophic product failure rates will be handled separate from this policy.

For each Performance Monitor, Tablet and POE Transceiver (OT-REC200) you must go through the Zendesk troubleshooting process first (http://otf.zendesk.com/hc/) and receive a Zendesk approval ticket to proceed to the RMA portal (https://otf.returnsportal.net) to submit an RMA request. The Zendesk troubleshooting must be completed prior to disposing of the product. If the Zendesk cannot correct or address your Performance Monitor, Tablet or POE Transceiver issue they will provide you a help desk ticket authorizing you to submit your RMA request for the defective product through the Orangetheory Fitness Returns Portal https://otf.returnsportal.net. When requesting your RMA request, you must attach a copy of the Zendesk approval ticket, a Certificate of Destruction and the Orangetheory Fitness sales invoice to your RMA request. A copy of the product sales invoice can be found in your studio billing portal.

Once you have tested the product and found it to be a manufacturing defect you need to process the units for scrap. When scrapping product you must follow all country, regional and local laws & regulations for processing and disposing of defective units. In addition, you must receive a signed certificate of destruction from the facility that destroyed and scrapped the product. The certificate of destruction must list the product number, product description, product serial number and total quantity disposed or scrapped for each product.

For each product warranty claim you must submit a Zendesk authorization ticket, a copy of the original members product sales receipt for each product and a Certificate of Destruction.


Contact Information:
Orangetheory Fitness
6000 Broken Sound Parkway NW Suite 200
Boca Raton, FL 33487 USA
Email: [email protected]