Q: There is a SOLE dealer in my area, may I still purchase directly from SOLE?

Yes, SOLE proudly supports all our retail partners and encourages each customer to buy wherever they feel most comfortable using any option they choose. You may purchase directly from SOLE Fitness by calling 1-866-780-7653.

Q: I need technical assistance with my SOLE Fitness Equipment, who should I contact for service?

You should contact the location where you purchased your equipment or contact SOLE directly. The first step is to fill out our service request form in the technical support section and hit the "submit" button at the bottom of the page. Your request will be submitted directly to the service department for immediate attention.

Q: What if I need replacement parts for my SOLE product?

If you are out of warranty and you need a part for your equipment, you may purchase replacement parts directly from the SOLE Fitness service department.

Q: What information should I be prepared to give to the SOLE Service Department?

In order to better assist you, please provide the model and serial number for your fitness equipment as well as your name, phone number, address and a brief description of the problem. This information is required on the SOLE service request form.

Q: Where do I locate the serial number on my SOLE equipment?

Your serial number is located on the front lower base of the treadmills, printed on a burgundy sticker. Please provide all numbers and or letters printed on this sticker. Example – 5638860606000024REV-00.

Q: Is there any General Maintenance I need to perform on my SOLE equipment?

Use a soft, damp cloth or paper towel to wipe the edge of the belt and the area between the belt edge and frame if you have a treadmill. This should be done once a month to extend belt and bed life. Use water only - no cleaners or abrasives. A mild soap and water solution along with a nylon scrub brush will clean the top of the textured belt. Allow to dry before using. Also, vacuum underneath your treadmill or elliptical to prevent buildup. Once a year you should remove the black motor hood and vacuum dirt that may accumulate.

Q: What should I use to lubricate the belt and deck of my treadmill and how often?

Your Sole treadmill purchase comes with one tube of lubricant.* You should lubricate the deck every three months or every 90 hours of use, whichever comes first. Additional tubes of lubricant can be purchased through Sole by calling 866-697-6531 between 8am-7pm CST Monday through Friday. Please refer to the owner's manual for instructions on how to apply the lubricant. *This applies to all Sole treadmills with the exception of the TT8. The TT8 model has a wax coating that is infused into the deck. It generally withstands up to 20,000 miles of use on the original side. It can then be flipped to the other side. As it wears down the user can reapply paraffin wax.

Q: Does SOLE offer Direct Financing?

Yes, Financing is Available on qualifying purchases of select products charged to a Citizens Pay Line of Credit Account. Citizens Pay Line of Credit Account offered by Citizens Bank, N.A. Standard Purchase APR: 29.99%. Regular account terms apply to non-promo purchases. 0% APR from date of purchase for 12 payments, then 29.99% APR for the remaining 12 payments. Limited time offer.

Q: Does SOLE have any retailers overseas?

Yes, you can find a list of our International SOLE Dealers Here

Q: Does SOLE match competitors prices?

We are glad to match any advertised price on the same model, including any taxes and/or shipping costs. If we cannot verify the price at the final checkout screen we will not be able to match it. Special promotions and other deals specific to a website may also not qualify. For specific details about a certain price please call in and speak to a SOLE representative.

Q: Does SOLE charge sales tax?

Sole collects sales/use taxes on the sale of products through our phone order system or web site based on any applicable tax rates and laws. Tax rates are subject to change as new tax laws are passed. Sales tax is charged based on the applicable state sales tax rate for orders delivered to: AL, AR, AZ, CA, CO, CT, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, NC, ND, NE, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY. Sales tax is not charged for orders delivered to: AK, DC, DE, FL, HI, MO, MS, MT, NH, OR.

Q: What is Route?

Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we've partnered with Route to provide assurance that you're supported, no matter what. Route Protect is automatically added to all orders.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you're tracking via the Route App or online Route's real-time shipping updates keep you in the loop throughout every part of your delivery. Haven't downloaded the app yet? Download here

Looking to file a Route claim? File here

Q: Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route's mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

Q: How Does Route Work?

If your order ends up lost, damaged, or stolen, Route's expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

Need to file a claim? File here

Q: How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.

Q: When Should I File a Claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
  • In some cases, the Route Support team may require a police report before moving forward with an order issue

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date


  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route's policies are listed here

Q: What if My Order Never Arrives or is Stolen?

If your order has not arrived, please file a claim with Route here.

Q: What if My Order Arrives Damaged?

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO) and we will be happy to work with you to remedy the situation.

Q: How Do I File a Claim for my Lost, Damaged, or Stolen Order?

You can file a shipping issue on Route's app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven't downloaded the app yet? Download here

Q: What are Route's Terms and Conditions?

Route's terms and conditions are listed here:

Q: Is Route a Licensed Insurance Company?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.