Help & FAQs

Shipping and tracking

Where can I track my shipment?

Click here to access your reserved area and track your shipment.


Do you ship internationally?

CiaoGym currently ships to USA and EU (except for UK and Switzerland). We are working towards getting our products worldwide.


When will my order ship?

We fulfill order within 1-2 business days.


My order has been shipped/delivered but I haven’t received it?

If you got a notification saying that your purchase has been delivered, but you did not receive it, send an email to [email protected] Our team will be happy to help you.


Do you deliver to PO Boxes?

We do not deliver to P.O. boxes

Returns and refunds

I have returned the goods, how long will it take to get my refund?

Once we receive the returned goods, the refund will be processed in 5-7 working days. The full amount will be credited directly to your initial payment method. Depending on your banking institution, it can take between 3 to 10 working days for the refund to be credited to your account.


How long do I have to return the goods?

You have 20 days from receiving your order to initiate a return.


Can I return a product by exchanging it for another item at the same price (instead of a refund)?

At the moment we do not exchange products. You can only return the goods and get a refund.


What should I do if I want to return an item?

To start the return procedure, simply access your personal area, click on the Returns and Refunds section and follow the instructions given.


I received the item but it’s faulty, what should I do?

Contact our customer service team at [email protected] - Make sure you have your order number and a photo of the damaged item ready. We’ll start the return and refund procedure.


Can I get an update on the status of the return procedure?

To view the status of your return procedure, access your personal area and click on the Returns and Refunds section. Alternatively, you can view the status of your order even without registering. Just click on Returns and Refunds and enter your order number.


I have received a product that I did not order, what should I do?

Send an email with your order number and a photo of the wrong article to [email protected] We’ll immediately send you the correct article and a prepaid return label so that you can return the wrong article.

Orders and payments

How long does the customer service team take to reply?

Normally 1 working day. Our customer service is open from Monday to Friday.


I made a mistake ordering, how can I cancel/change my order?

To cancel or modify your order, access your customer account by clicking HERE. If your order has already been processed, it cannot be canceled or modified. Once received, you can decide whether to return it or keep it. If you have any questions, do not hesitate to contact us at [email protected]


Who pays for the taxes and customs duties?

Taxes and duties incurred by each country on imported items are the customer's responsibility. Custom fees are based on the total value of the products entering your country.


Do I have to pay taxes and customs duties for orders going to the USA?

Orders under $800 shipped to the USA are tax-free and duty-free. If you want to place an order over $800, we suggest you to divide it in two or more different purchases. Each one must be under $800 in order to avoid taxes and customs duties (the limit for duty free trade under NAFTA).


Do I have to pay import taxes and duties for orders going to Europe?

All orders to EU are tax-free and duty-free. Very important: The UK and Switzerland are not part of the EU. All taxes and customs duties applied by such countries will be paid by the customer.