RETURN SHIPPING RETURN SHIPPING

How to Package and
Ship Your Return

Every return or exchange must be packaged to the same standard it was shipped in. This page shows you exactly how, by shipping method. If your item shipped LTL freight (crated or palletized), pay close attention to those sections below; this is where most returns get denied or reduced when skipped.

1Get your Return Authorization (RA) number from returns@buildagym.com. Do not ship anything back without one.
2Once your RA is approved, we'll email you the photo taken when your item was originally packed for shipment to you. Use it as your reference. Your return must go back looking the same.
3Photograph your packed return and get it approved by our team before a label is issued or a pickup is scheduled.
4Write your RA number and order number directly on the pallet or box exterior, visible from at least two sides.
Hero image — warehouse worker strapping a pallet

Shipping Method Index

Small Parcel
Accessories, small parts, non-freight items
LTL Freight, New-in-Box
Unopened crated equipment
LTL Freight, Reman Cardio
Treadmills, bikes, ellipticals, rowers
LTL Freight, Reman Strength
Racks, machines, plate-loaded equipment
Section 1

Small Parcel Returns

For items that shipped in a standard box (not on a pallet).

What you need

  • The original shipping box (or a box of equal size/strength)
  • Original foam inserts, poly bags, or dividers
  • Packing tape

Steps

  1. Repack the item exactly as received: same inserts, same orientation, same bagging on any loose hardware.
  2. Seal the box and tape all seams.
  3. Write your RA number and order number on the outside of the box.
  4. Attach the return label we provide (or your own, if self-booking).
Item repacked with original foam inserts
RA number written on box exterior
Section 2

LTL Freight Returns — General Requirements

Applies to anything that arrived on a pallet, whether new-in-box or remanufactured.

Non-negotiables

  • Item goes back on the original pallet (or an equivalent one if the original was damaged/discarded).
  • All original packaging materials go back on: cardboard, corner boards, edge protectors, banding.
  • The item must be strapped, wrapped, and protected to match the condition it arrived in. Your approved-RA photo is the benchmark.
  • RA number and order number marked clearly on the pallet itself, not just the shrink wrap.
  • No pickup is scheduled until we've reviewed and approved your packaging photos.
Equipment type not listed below?

Email returns@buildagym.com for guidance before you pack. Full packaging specs by equipment type are in the sections that follow.

Pallet with RA# and order# clearly marked in marker/label
Section 3

Palletizing Remanufactured Cardio Equipment

Treadmills, bikes, ellipticals, rowers — this is the section customers get wrong most often. Follow it exactly.

Materials needed

  • Original pallet
  • Ratchet straps or banding (minimum 2, front-to-back and side-to-side)
  • Stretch wrap (full roll)
  • Bubble wrap for console and any digital display
  • Corner/edge protectors for exposed frame corners
  • Cable ties or tape to secure loose cables, pedals, or folding arms

Steps

  1. Base strapping. Set the unit on the pallet in the same footprint/orientation it arrived in. Strap the base of the frame directly to the pallet, minimum two straps, cinched tight enough that the unit cannot shift or rock.
  2. Console protection. Wrap the console and display screen in bubble wrap, minimum two layers, taped closed. This is the single most commonly damaged part on a cardio return.
  3. Moving parts. Fold, secure, or tie off pedals, arms, or any part that swings or slides. Nothing should move freely once wrapped.
  4. Frame wrap. Wrap the full frame in stretch wrap, working bottom to top, overlapping each pass by half. Minimum three full passes around the unit.
  5. Corner protection. Add corner or edge protectors anywhere a sharp frame edge could puncture wrap or catch on a forklift/dock.
  6. Final check. Compare your wrapped unit side-by-side against the reference photo we sent you. It should look the same: same strap points, same wrap coverage, same protected areas.
  7. Mark the pallet. RA number and order number, visible on at least two sides.
  8. Photograph and submit. Send photos of all four sides plus the top before you request pickup.
Treadmill strapped to pallet, base straps visible
Console wrapped in bubble wrap
Fully stretch-wrapped cardio unit ready for pickup
Side-by-side: original ship photo vs customer return photo
Section 4

Palletizing Remanufactured Strength Equipment

Racks, machines, plate-loaded equipment.

Materials needed

  • Original pallet
  • Ratchet straps or banding
  • Stretch wrap
  • Moving blankets or foam padding for upholstered pads
  • Corner/edge protectors
  • Cable ties for cables, pulleys, or loose attachments

Steps

  1. Base strapping. Same as cardio: strap the base of the frame to the pallet, minimum two straps, no rocking or sliding.
  2. Pad protection. Wrap any upholstered seat, back, or leg pad in moving blankets or foam. Do not let stretch wrap touch upholstery directly; it can pull or stain the vinyl.
  3. Attachments and cables. Secure or remove loose attachments (pulldown bars, ankle straps, etc.) and tie off any hanging cables so nothing swings during transit.
  4. Frame wrap. Stretch wrap the full frame, bottom to top, minimum three passes, overlapping half each pass.
  5. Corner protection. Corner boards on any exposed frame edge or upright corner.
  6. Final check. Match against your reference photo. Same strap points, same padding, same wrap coverage.
  7. Mark the pallet. RA number and order number, visible on at least two sides.
  8. Photograph and submit. All four sides plus the top, before requesting pickup.
Rack/machine strapped to pallet
Upholstered pad wrapped in moving blanket
Fully wrapped strength equipment, corner boards visible
Side-by-side: original ship photo vs customer return photo
Section 5

Photo Approval — Before You Book Pickup

1
Photograph all four sides, the top, and the RA marking
2
Email photos to returns@buildagym.com
3
Wait for written approval before scheduling pickup
4
If flagged, fix and resubmit before shipping
Graphic — 3-step approval flow icon strip

Why This Matters

If a return arrives damaged because it wasn't packaged to standard, the customer is responsible for the cost to restore it to sellable condition, deducted from the refund or invoiced separately. Full detail is in our Return, Exchange & Refund Policy.

If your item was packed correctly and it's still damaged in transit, that's on the carrier, and we handle it through our freight claim process instead. You're covered either way, as long as it went out the door packed right.

Closing image — warehouse team doing final inspection before pallet pickup

Need help before you pack?

Email returns@buildagym.com with your order number and we'll walk you through it.