Gorila Order Flow
We're a team of humans, not robots. Many tasks are still done manually, so we appreciate your patience and understanding.
Payments & Ordering
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All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
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Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
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We accept payments from major credit card companies like Visa, Mastercard, and American Express. For corporate and large orders, additional payment methods may be available.
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Yes, we offer a one-time price adjustment if an item you purchased goes on sale within 14 days of shipment. Contact us within 14 days of your order to request this adjustment.
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No. Unfortunately, we are unable to accept orders for items that are out of stock. If the product page does not display a quantity available, this means the item is not currently in stock.
Please note that sometimes an item may be marked as 'In-Stock' due to system updates, but if there is no quantity listed, it is not available for purchase. We recommend checking back regularly for inventory updates or signing up for a stock alert if this feature is available on our website.
Shipping & Delivery
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We typically deliver in-stock item(s) within 3-15 business days from the date of payment. However, made-to-order items, such as steel products, may experience additional delays. These items can take up to 10 business weeks before shipping, irrespective of the estimated delivery times shown on our website. This is due to the potential unpredictability in manufacturing timelines.
Oversized items and large orders will be palletized and shipped via LTL. Please note that Gorila Fitness cannot be held responsible for unclaimed packages, expenses related to reshipping, or costs associated with returns.
Keep in mind that although we provide approximate delivery times on our website, additional, uncontrollable production delays are always a possibility for made-to-order items.
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Shipping rates vary by region and are calculated at checkout.
For larger orders, the website may not always provide accurate shipping costs. To ensure you receive the best rates, please contact our team to verify the shipping fees. We may be able to offer better deals.
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Yes, we offer free shipping with some conditions:
- Free standard shipping for orders of $150 or more in our Gear category (excludes 'Belts', 'Footwear', and 'Weighted Vests'). Free shipping is automatically applied at checkout.
- Free standard LTL shipping for orders of $5,000 or more. This does not apply to remote areas.
- Plate Package purchases come with free shipping. Adding barbells to a Plate Package order also ships for free.
*All promotions always exclude products mentioned in the exclusions section below, unless otherwise stated.
Exclusions
The products listed below are always excluded from all sales unless stated otherwise:- Gorila Flooring
- Concept 2 products
- Flooring Tiles 4x6' (Additional fees may apply; contact our team for details)
- Used items
- Assault Runners
Some locations are classified as "remote areas" and may not qualify for free shipping, even if the checkout process initially allows it.
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No. We currently ship our products within Canada and the USA.
Please note that free shipping is not applicable for all orders, and shipping rates may vary depending on your location.
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Shipping rates are normally automatically calculated in your cart or during checkout. Ensure the "delivery address" details are complete for an accurate quote.
If the delivery cost seems too high or the system cannot calculate shipping costs, please contact our team at info@gorilafitness.ca.
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Items may be on hold because they are yet to be received at our distribution center or they are awaiting restocking due to high demand. Your estimated shipping date will be indicated in your basket.
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If your item arrives damaged or defective, we're here to help. Promptly email us clear photos of the damage at info@gorilafitness.ca, including a detailed description and your order information.
In the event the damage is attributable to us, we will expedite a warranty order to resolve the issue swiftly.
Should the damage result from the carrier's handling, we will assist in filing a claim for reimbursement on your behalf, which may take additional processing time. Rest assured, we are committed to finding a satisfactory solution for any problems you encounter.
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Once delivery is confirmed by the shipping carrier, the package becomes the responsibility of the recipient. If you're not home, consider having it shipped to your office or a place where someone will be available to receive it.
Warehouse Pickups
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Yes, you have the option to choose pickup at our HQ in St-Pie, which is currently the only location that allows pickups.
Smaller Order Pickups:
- Pickup hours: Refer to the Contact section on our website.
- Upon receiving your readiness confirmation email, visit us during these hours. Please head to the back of the building and bring your order confirmation.
Larger Order Pickups:
- Pickup hours: Refer to the Contact section on our website.
- Await an email confirming your order's readiness, which will include instructions to schedule an appointment for pickup. Please come to the back of the building and have your order confirmation ready.
- Ensure you have the appropriate vehicle for your order. If you're unsure about the size of your order, please contact our team in advance.
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Yes, but to ensure a bespoke experience, we kindly ask that you make an appointment so we can have a dedicated sales representative available to assist you.
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We offer additional pickup locations across Canada. Please note that these are not Gorila Fitness warehouses.
Important Information:
- Shipping to these locations may add an additional 7 to 14 business days for order processing as we consolidate orders to save on shipping costs.
- These locations do not allow for direct purchases or exchanges.
- For any order inquiries, please contact Gorila Fitness customer service directly, not the pickup location.
- Ensure you have your receipt to pick up your order.
- Wait for our team to contact you with a pickup date. Orders will be kept on-site for 48 hours after the appointment.
- You are responsible for any additional delivery charges for missed appointments.
- Verify that you have the appropriate vehicle or equipment for pickup. Contact customer service for item dimensions if needed.
- Check business hours for pickups as they can vary by location.
- Inspect your items before leaving. Report any missing or damaged items to the depot, make a note, bring the items with you, and contact us immediately.
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- Please note that the following addresses are carrier warehouses, and you will need an appointment to visit them.
- You must wait to receive your tracking information and a call from the warehouse before picking up your order.
- Our team may choose to ship to a different warehouse within a few kilometers of the listed address to ensure the best shipping rates and availability of carriers. The correct and final pickup address will be provided on the shipping documents.
Toronto
9701 Highway 50, Woodbridge, Ontario, Canada L4H 2G4
Tel: 905.893.2600Ottawa
2411 Holly Lane, Ottawa, Ontario, Canada K1V 7P2
Tel: 613.747.7020Calgary
11440 - 54th Street SE, Calgary, Alberta, Canada T2C 4Y6
Tel: 403.264.1687Thunder Bay
340 Simpson Street, Thunder Bay, Ontario, Canada P7C 3H7
Tel: 204.633.8730Winnipeg
477 Keewatin Street, Winnipeg, Manitoba, Canada R2X 2S1
Tel: 204.633.8730Regina
12202 Rotary Avenue (GTH Global Transportation Hub), Regina, Saskatchewan, Canada S4M 0A1
Tel: 306.781.7733Saskatoon
2501 Faithfull Avenue, Saskatoon, Saskatchewan, Canada S7K 4K6
Tel: 306.652.8546Vancouver
1375 Kingsway Avenue, P.O. Box 100, Port Coquitlam, British Columbia, Canada V3C 1S2
Tel: 604.941.0691Kelowna
Valleywide Freightways Inc., 131 Tilley Road, Kelowna, British Columbia, Canada V2V 2K5
Tel: 250.766.1717Victoria
6858 Veyaness Road, Saanichton, British Columbia, Canada V8M 2A8
Tel: 250.652.0202St. John's
St. Anne's Industrial Park, P.O. Box 14058, Station A, St. John's, Newfoundland, Canada A1B 4G8
Tel: 709.782.4231Moncton
160 Frenette Ave., Moncton, New Brunswick, Canada E1H 0E2
Tel: 506.857.8170Halifax/Dartmouth
133 John Savage Ave., Dartmouth, Nova Scotia, Canada B3B 0A8
Tel: 902.468.7175Edmonton
10020-56th Avenue, Edmonton, Alberta, Canada T6E 5L7
Tel: 780.439.0061Montreal
4415 Fairway, Lachine, QC, Canada H8T 1B5
Tel: 514.639.7747
Manufacturing & Processes
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We will send you two communications: an order confirmation and a tracking notification when your order is ready. If you need further updates, please contact our team by phone or email.
Your order can either be processing, in progress (for the time of manufacturing for made-to-order items or treatment of in-stock products), or shipped.
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Made-to-order items may experience additional delays. These items can take up to 10 weeks before shipping, irrespective of the estimated delivery times shown on our website. This is due to the potential unpredictability in manufacturing timelines.
Keep in mind that although we provide approximate delivery times on our website, additional, uncontrollable production delays are always a possibility for made-to-order items.
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There's really no limit apart from the limits of possibility and creativity when it comes to building custom equipment.
As a manufacturer, we can customize logos, materials, colors, and anything in between. If you have an idea, please share it with the team, and we'll make it happen.
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Our manufacturing is green due to several initiatives.
Located in Quebec, we use 99% renewable hydroelectric power for Gorila manufactured products.
Since 2016, 79% of our suppliers are within a 3-hour drive, and 99% of our materials are sourced within an hour drive.
We've also reduced plastic use in our packaging by 80% in 2021.
Our general focus on quality, equality, and nature aims to inspire greener practices in the fitness industry.
Warranty & Repair
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It is very important to check the condition of your merchandise upon receipt. Inform the carrier and our team as soon as possible about any damage or missing items. Note all issues on the carrier's receipt to help us resolve the problem efficiently.
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Yes, the warranty does not cover damage due to negligent or faulty use, alteration, maintenance, storage, or handling by the user.
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The Lifetime Warranty covers all structural steel products and the integrity of their welds when used as intended. This warranty is applicable only to the original purchaser and is non-transferable.
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Paint, powder-coated, and finish are guaranteed for 90 days from the receipt of the order, applicable only to the original purchaser and non-transferable.
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For products supplied but not manufactured by Gorila Fitness, the original manufacturer's warranty applies. It is the customer’s responsibility to contact Gorila Fitness with relevant information regarding the condition of the equipment.
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Contact Gorila Fitness with relevant information about the condition of the equipment. If the issue is covered by warranty, Gorila Fitness will replace defective products/parts and cover shipping costs.
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Residential Warranty:
- 90 days: Apparel, Accessories, Bags, Collars, Speed ropes
- 1 year: Tactical plate carrier, Barbells, Bumper plates, Fatballs, Dumbbells
- 3 years: PlyoBox, Mandrill series
- Lifetime: Phantom plate carrier, KONG series, Silverback series, Racks & rigs accessories, Metal plates, Kettlebells, Competition plates
Commercial Warranty:
- 90 days: Fatballs, Dumbbells
- 1 year: Barbells, Bumper plates
- 3 years: Mandrill series, Metal plates, Competition plates
- Lifetime: Silverback series, Kong series, Racks & Rigs accessories, Kettlebells
Phantom Plate Carrier Warranty:
We guarantee our Phantom Plate Carrier to be free from defects in materials and workmanship for the life cycle of the product. Retain your warranty card and original proof of purchase to redeem your warranty.Concept 2 Product Warranties (Rower, SkiErg, BikeErg):
Details on the warranties for these products are provided by Concept 2. Please refer to their warranty documentation.Assault Fitness Warranty:
Assault Fitness offers a 2-year warranty on non-wear parts and a 5-year warranty on the frame. Please refer to their warranty documentation.Gorila Medicine Balls:
Our medballs are guaranteed for one year from the original purchase invoice date against faulty manufacturing or defects in material. Extreme usage damage is not covered. -
Your satisfaction is 100% guaranteed at Gorila Fitness! If you are not satisfied with a product within 30 days of purchase, contact us immediately and we will find a solution.
For any questions about the warranty or other matters, contact our bilingual team at info@gorilafitness.ca or toll-free at 1-866-499-4284. A member of our team will get back to you promptly. All requests will be processed within 48 hours.
Returns & Refunds
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Merchandise can be returned within 30 days of the order ship date for a full refund to the original payment method, or after 30 days with a 30% restocking fee. Sale items must be returned within 14 days. Please use ouronline return portalto print a postage-paid label.
Unfortunately, we do not offer exchanges. For returns, please initiate the process through our online return portal, which will provide you with a postage-paid label.
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Merchandise Returns Policy
Merchandise can be returned within 30 days of the order ship date for a full refund to the original payment method, or after 30 days with a 30% restocking fee. Sale items must be returned within 14 days. Please use our online return portal to print a postage-paid label.
Return Instructions
Please allow approximately 2-3 weeks from the time you mail your item for the return to be processed. Returns made after 30 days from the shipment date will incur a 30% restocking fee, which will be deducted from the due refund. An administrative fee of CA $10.00 will be deducted from the refund for items weighing less than 15kg, and a fee of CA $25.00 for items over 15kg.
Important Notes
- Original shipping fees are non-refundable.
- Ensure to return items in compliant and secure packaging using the original shipping box or bag; attaching the return label directly to the merchandise may result in additional charges.
- Once your return is processed, it may take an additional 7-14 days for the refund to appear on your card. In case of a change to your credit card, the issuing bank will route the refund to your new card.
- You will receive email confirmation once your return has been finalized and the refund has been issued to your initial payment method.
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Please allow approximately 2-3 weeks from the time you mail your item for the return to be processed.
Once your return is processed, it may take an additional 7-14 days for the refund to appear on your card. In case of a change to your credit card, the issuing bank will route the refund to your new card. You will receive email confirmation once your return has been finalized and the refund has been issued to your initial payment method.
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No. Unfortunately, we do not offer exchanges. However, you can return your item through our online return portal by clicking the 'Start a Return' tab on this page. You will receive a postage-paid label and can then place a new order for the correct product.
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Yes. You can return or exchange a product at our St-Pie warehouse only. Other pickup points are not Gorila warehouses.
Please refer to the contact page of our website to know our warehouse pickup hours. Call or email ahead of time to schedule an appointment. You will be able to initiate a return with the team and buy again on the spot.
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If you lose your order slip, please write down the following information on a piece of paper: your order number, your name, full address, and the name of the item being returned. Include this note inside the box with the item you are returning.