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 Index Page for the RMA Process Cheat Sheet!

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

Section 1) Product Return Policy: (USA Only)

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 OTbeat 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 OTbeat Product Warranty section of the policy document.

The studio must return the defective OTbeat product to the Orangetheory Fitness Returns Processing Center to receive a warranty credit. Any OTbeat product with signs of physical damage, negligence, water damage or excessive wear and tear will not be covered under the product warranty policy.

Prior to accepting a member return with a power issue please check the USB connection for any damage caused to the unit. USB damage is not covered under the manufacturing warranty.

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.

OTbeat product rentals or in-studio loaner equipment are not covered under the OTbeat product 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.
* OTbeat product return with a voided RMA
* Product return has physical damage, signs of negligence, water damage or excessive wear and tear.

Section 2) OTbeat Product Warranty: (Global)

Orangetheory Fitness branded hardware is warranted against manufacturing, material, and workmanship defects. OTbeat 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 OTbeat 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.

Any product sold after the defined End of Life date will not be covered.

OT-DA- SET-XXX-X OTbeat Core – 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 submitting the product for a warranty claim, the studio is required to go to the Zendesk and troubleshoot or attain approval for RMA request.

OT-DA-STPXXX OTbeat Core Strap - 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. The Core Strap must show visible signs of a manufacturing defect. Any strap with obvious signs of negligence or excessive wear and tear such as rust, residual residue, mold, etc. will not be eligible for a warranty credit and scrapped.

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.

OT-LINK-SET-1.0 OTbeat Link with Charging Case - Link RMA request must be submitted separate from all other OTbeat product requests. If the product is found to have a manufacturing defect and is within a 12-month period from the member purchase date a credit will be applied to the studio account. Prior to requesting an RMA, the OTbeat LINK 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 communication from the Zendesk must be attached to your RMA request along with the member sales invoice. Make sure you return both the LINK module along with the charging case.

OT-REC200 RMA request must be submitted separate from all other OTbeat 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.

OT-Tablet-XX - Tablet RMA request must be submitted separate from all other OTbeat 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 a Zendesk ticket authorizing you 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.

REF-OT-TABLET-01 Replacement Tablet - Tablet RMA request must be submitted separate from all other OTbeat 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 OTbeat 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.

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

Section 3) OTbeat Product Warranty Credit: (Global)

International product warranty credit 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) RMA Return Request OTbeat Product: (USA ONLY)

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

Once you submit your return request 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. 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.

NOTE: If you have more than one type of OTbeat HRM Product to return make sure you enter all of your HRM Products on the same RMA request. Do not enter an RMA request or multiple RMA requests for each type of OTbeat HRM Product you are returning.

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 of 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 OTbeat product, make sure you properly pack 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 OTbeat product that is received damaged will not be covered under the OTbeat product warranty policy.

Returning Your Defective OTbeat TABLET:

Once you receive your Replacment 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 OTbeat Product: (International Only)

OTbeat 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 OTbeat 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 OTbeat Product Warranty.

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 OTbeat product failure rates will be handled separate from this policy.

Prior to submitting your OTbeat product warranty claim you must ensure the product has been tested using the OTbeat product test protocol and properly dispositioned as a manufacturing failure. Any OTbeat product with signs of physical damage, damaged ports,negligence, water damage or excessive wear and tear will not be covered under the product warranty policy.

Once you have tested the product and found it to be a manufacturing defect you need to process the units for scrap. When scrapping OTbeat 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 OTbeat product. The certificate of destruction must list the product number, product description, product serial number and total quantity disposed or scrapped for each OTbeat product.

For each OTbeat Heart Rate Monitor product warranty claim you must submit a copy of the original members product sales receipt for each HRM or HRM Strap, a Certificate of Destruction.

For each OTbeat Tablet and POE Transceiver you must go through the Zendesk troubleshooting process and receive a Zendesk approval ticket to RMA the product prior to destroying and filing a warranty claim for the Tablet or POE Transceiver. The Zendesk download link is http://otf.zendesk.com/hc/ . If the Zendesk cannot correct or address your OTbeat 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 Tablet and POE Transceiver 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 POE and Tablet sales invoice can be found in your studio billing portal.

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