Customer Support FAQs

Pre-Purchase Questions

  • Shipping & Delivery (USA)

    General Shipping Information All products sold through the Horizon Fitness website ship directly from Horizon Fitness...

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  • Shipping & Delivery (Canada)

    Delivery Areas Shipping is limited to certain areas in Canada. During checkout you will be notified if your postal co...

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  • Payment & Financing (USA)

    Payment & Financing Options Checkout securely with Visa, Mastercard, Discover or American Express. Or, buy now and p...

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  • Warranty Boosts (USA)

    Purchase Warranty Boosts You’ll automatically receive strong warranty protection with your purchase of exercise equ...

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General

  • How do I contact Horizon Customer Service?

    For all sales or recent order inquiries including cancellations and returns, contact the Horizon Fitness Customer Exp...

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  • How do I contact Customer Tech Support?

    For all inquires about existing products including damages or troubleshooting, contact the Horizon Fitness In-Warrant...

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  • What is not covered under the warranty?

    Normal wear and tear, improper assembly or maintenance, or installation of parts or accessories not originally intend...

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  • What is covered under the warranty?

    Repair or replacement of a defective motor, electronic component, or defective part, and is the sole remedy of the wa...

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  • What does “in home” use mean?

    Our equipment is intended for private, residential use within a climate controlled room within your home. It is not i...

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  • How do I get service outside of North America?

    Please contact the distributor for your country for more information about warranty and service. Products purchased w...

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See all 12 articles

Bluetooth

  • How do I connect the AFG Pro app to a Horizon product?

    First confirm that you own a T202, T303, 7.0AT, 7.4AT, 7.8AT, 7.0AE Horizon product. Next, you’ll need to download th...

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  • How do I pair console Bluetooth speakers to a tablet or phone?

    The speakers should automatically pair with your phone or tablet when you turn the Horizon unit on. If they don’t pai...

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Treadmills

  • What if I lost or damaged my safety key?

    To purchase a replacement safety key, please visit our parts website

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  • How do I tension or align my running belt?

    Tensioning the treadmill running belt: Aligning the treadmill running belt:  

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  • What brand of lubricant should I use on the running deck?

    For treadmills manufactured after November 2002, use lubricant that is 100 percent silicone oil. It can be purchased ...

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  • How do I lubricate my treadmill?

    Detailed instructions about how to lubricate the deck of your treadmill are attached to this article. If you need to ...

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  • What routine maintenance should I conduct on my treadmill?

    After each use, clean and inspect your treadmill, following these steps: Turn off the treadmill with on/off switch, ...

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Ellipticals

  • Will the magnetic brake system wear out over time?

    Since the magnetic brake doesn’t make direct contact with the flywheel, it should last the lifetime of the machine.

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  • What routine maintenance should I conduct on my elliptical?

    After each use: Turn off the elliptical by unplugging the power cord from the wall outlet. Wipe down the elliptical ...

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Exercise Bikes

  • How do I determine the best position for my bike seat?

    To determine proper seat position, sit on the seat and position the ball of your foot on the center of the pedal. You...

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  • What routine maintenance should I conduct on my exercise bike?

    After each use: Turn off the bike by unplugging the power cord from the wall outlet. Wipe down the bike with a damp ...

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