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 Tab 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 or product replacement the following conditions must be met.

Product return requests can only be made by a studio owner or designated studio employee. All OTbeat product returns must be approved through the Orangetheory Fitness Returns Portal https://otf.returnsportal.net. A product return request must be made prior to the expiration of the product warranty period. 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 or product replacement. 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 void.

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.
* 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

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 the OTbeat Return Material Authorization Register. You can Download a copy using the Link: http://bit.ly/2rIM1Ss . 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.

OTbeat Product that has reached End of Life and is no longer sold on shoporangetheory.com, the product warranty period for a member product sale after the EOL date will equal the product warranty period plus 90 days starting from the EOL date. Product EOL date is noted in the product section below. Any product sold after the defined End of Life warranty period (product warranty period + 90 days from the EOL date) will not be covered.

OT-DA- SET-XXX OTbeat Core (Only) – 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 or a product replacement will be shipped back to the studio. Prior to submitting the product for a warranty claim the studio is required to go through the product guide and troubleshooting steps. Do not send the power charger with your return, if received Orangetheory Fitness will not be responsible for returning these items and they will be scrapped. NOTE: OTbeat Core strap must be treated as a separate product warranty return as noted below in the OTbeat Core Strap warranty instruction.

OT-DA-STP-XXX OTbeat Core Strap (Only) - 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 or a product replacement will be shipped back to the studio. Prior to submitting the product for a warranty claim the studio is required to go through the product guide and troubleshooting steps. The Core Strap must show visible signs of a manufacturing defect or an improper reading when tested. 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-CORE2 POD (POD Only) – 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 through the product guide and troubleshooting steps. Do not send product or accessories, but instead provide a certificate of destruction along with member's original sales receipt and a credit will be issued.

OT-CORE2 Strap (Strap Only) - 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 through the product guide and troubleshooting steps. The Core2 STRAP must show visible signs of a manufacturing defect or an improper reading when tested. Any BAND 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 or a product replacement will be shipped back. When you return the OTbeat Burn only return the optical module. Do not send in the wrist strap or charger, if received Orangetheory Fitness will not be responsible for returning these items and they will be scrapped.

OT-LINK-SET-XX 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 product replacement will be shipped back to the studio or a credit may be applied to the studio account. Prior to requesting an RMA, the OTbeat LINK must go through the Zen Desk troubleshooting process first, Zen Desk download link is http://otf.zendesk.com/hc/ . If the Zen Desk cannot correct or address the product issue, they will provide you a Zen Desk ticket authorizing you to request an RMA which must be made through the RMA Portal. The communication from the Zen Desk 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.

OTBeat Receivers - POE RMA WASP 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 or a product replacement will be shipped back to the studio. Prior to requesting an RMA you must go through the Zen Desk troubleshooting process first, Zen Desk download link is http://otf.zendesk.com/hc/ If the Zen Desk deems the device is malfunctioning, and the unit is within 12 months from the original purchase date, the Zen Desk will provide authorization for a return.

OT-Tablet-XX 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 12-month period from the date of the original sale a product replacement will be shipped back to the studio or a credit will be applied to the studio account. Prior to requesting an RMA, you must first go through the Zen Desk troubleshooting process first, Zen Desk download link is http://otf.zendesk.com/hc/ . If the Zen Desk cannot correct or address the product issue, they will provide you a Zen Desk ticket authorizing you to request an RMA which must be made through the RMA Portal. The Zen Desk 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-XX Refurbished 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 or a credit may be applied to the studio account. Prior to requesting an RMA, the OTbeat Tablet must go through the Zen Desk troubleshooting process first, Zen Desk download link is http://otf.zendesk.com/hc/ . If the Zen Desk cannot correct or address the product issue, they will provide you a Zen Desk ticket authorizing you to request an RMA which must be made through the RMA Portal. The Zen Desk 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.

OT-DOMSTA-01 CHARGING STATION (DOMESTIC Only) - If the product is found to have a manufacturing defect and is within a 12-month period from the date of the sale invoice, Certificate of destruction along with an image. A credit will be applied to the studio account.

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

OTbeat product rentals or in-studio loaner equipment are NOT covered under the OTbeat product warranty policy.

Section 3) OTbeat Product Warranty Credit: (Global)

Product Credit US Dollars
OTbeat Core - Pod $ 18.50
OTbeat Core - Strap $ 11.50
OTCore2 – POD $ 19.50
OTCore2 – STRAP $ 12.50
OTbeat Burn $ 75.00
OTbeat Link & Charging Case $ 70.00
OTbeat Receiver WASP $ 325.00
OTbeat Tablet $ 299.00
REF-OT-TABLET $ 299.00
OT-DOMSTA-01 $ 213.50
Challenge Tracker Go to www.maesupport.com

Note; 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 applied as stated in section 3 of this policy.

Section 4) RMA Return Request OTbeat Product: (USA ONLY)

Always attach the original product sales receipt for each item returned and in addition fill in the OTbeat Return Material Authorization Register which is available on the Download Link: http://bit.ly/2rIM1Ss

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 your returning.

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

When shipping your product return please 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 or box of the defective product your 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 remove covers, straps, power cords, charging blocks, etc. from your product return. In addition, make sure you properly pack your product return to ensure it does not arrive damaged. 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 REF-OT-TABLET-01 Refurbished Tablet you have 15 business days to return your defective Tablet to the Return Processing Center. NOTE; If the defective Tablet is not returned within the 15-business day period the studio will be charged $299.00 for each Refurbished 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 refurbished tablet shipping box along with the prepaid shipping label 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.

Do not return power cords, charging blocks or tablet covers with your defective Tablet when shipping to the Return Processing Center. NOTE; The Return Processing Center will not be responsible for returning any tablet covers, power cords or charging blocks that are shipped with your defective tablet return, if received these items will be scrapped.

Once the defective Tablet is received back at the Return Processing Center it will be inspected for any physical damage or misuse. NOTE; 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 original advanced replacement REF-OT-TABLET-01 Refurbished 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 engineering’s OTbeat product test protocol and properly dispositioned as a manufacturing failure. 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.

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 and in addition fill and submit a copy of the OTbeat Return Material Authorization Register which is available on the Download Link: http://bit.ly/2rIM1Ss

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]