Frequently asked questions | Tonic Performance
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Frequently Asked Questions

Tonic Performance headquarters are located in the West Island of Montreal. Our address is 16647 Boulevard Hymus, Kirkland, QC, H9H 4R9.

In an effort to reduce our carbon footprint, all Tonic Performance products are listed online. Inventory is updated hourly and is reflected on our website in real time. 

Yes, simply select the “pick-up” option in the online ordering process. Once your order has been finalized and paid, you will receive an email with a link to our scheduling application. You will be asked to schedule an appointment to pick up your order. A confirmation email will be sent to your inbox. Appointments can be modified at any time. 

Missed your appointment? CLICK HERE to reschedule. 

In an effort to ensure the safety of our team and our clients alike, we ask that you arrive on time, wearing adequate face covering and maintain social distancing.

If your order has been processed, a confirmation email with the details of your order will be sent to you within 48 hours of finalizing the sale. Delays may apply if orders are placed outside of Tonic Performance’s hours of operations. Before placing your order again, please email  [email protected] to confirm that your first attempt has not been processed. 

  1. Shipment of your order will be initiated as soon as payment has been received. This may be delayed due to a “pending payment” processing status.
  2. Please refer to the tracking number provided to you via email.
  3. If payment has been confirmed and shipping information has not yet been received, please contact our shipping department at [email protected]. Please be sure to include the following information: full name associated with the order, phone number, order number, and a brief description of the item(s) you purchased. A member of our team will get back to you within 48 hours of receiving your inquiry. 
  4. Please note that due to COVID-19 and extreme demand for fitness equipment, you might experience longer than usual shipping delays.

In the event your order has arrived damaged/defective or was not complete (ie. missing items), you must notify us within 24 hours of reception. Please send an email to [email protected] and be sure to include the following information: full name associated with the order, phone number, order number, pictures of damaged/defective item or a description of the missing item. A member of our team will get back to you within 48 hours of receiving your claim to rectify the issue.

** UPDATED FOR COVID**

In an effort to minimize in-person contact, we ask that you complete your purchase payments online. We accept VISA, MASTERCARD and electronic funds transfer (EFT). If you are unable to make a payment with one of these modalities, please contact us to confirm if you’ll be completing payment by cash or check prior to your arrival.

Yes. If you are placing your order online, you will be prompted to enter your payment information in the “check-out” process. If you are working directly with a TP team member, your invoice will be emailed to you with a link to facilitate online payment.

We are currently only serving Canadian customers and do not ship outside of Canada. 

All TP products are guaranteed against manufacturing defects. Limited warranties vary from 30 days to 2 years from date of purchase depending on product.

Merchandise may be returned upon reception of an authorization number which can be obtained from a TP Customer Service Representative by email [email protected] This authorization number must appear on the returned package(s). Please be advised that all returned merchandise will be subject to handling and restocking fees of 30% of its value. Return postage will be at the customer’s expense.

Carriers are selected depending on the size of your order and its destination. We are committed to sourcing the best possible shipping rates to ensure that your purchase arrives safely and in a timely manner. 

General orders will ship within 2 business days of receiving payment confirmation. Delivery can take between 2-5 business days depending on its destination. Clients will be provided with tracking information when applicable.

If an item you’re interested in purchasing is currently out of stock, we invite you to leave your email on the item’s page on our website. As soon as the item’s inventory has been replenished, you will be notified by email in real time. Tonic Performance will not reserve stock or pre-sell out of stock inventory.

Federal (GST) and provincial (QST) sales taxes are not included in our prices and will be applied according to the legislation in force.

COVID-19 UPDATES

The health and safety of our customers and our team will remain our priority during the pandemic. The team at Tonic Performance is committed to continue serving the wellness community and has taken several initiatives to ensure that all interactions remain in compliance with government recommended regulations. As a result of these measures, we ask that you read below to find out how our ordering process has been modified.

Yes, you can place an order directly through our website TONIC PERFORMANCE

Despite the higher volume of orders, we remain committed to processing your order within 2 business days of receiving payment confirmation. Tonic Performance cannot guarantee delivery dates as delays may vary by carrier. 

We are working closely with our carriers to ensure that all deliveries are executed with the health and safety of our customers in mind. We ask that you include any additional details about your delivery in the comments section of your order (ie. leave at door, etc…)

Yes, simply select the “pick-up” option in the online ordering process. Once your order has been finalized and paid, you will receive an email with a link to our scheduling application. You will be asked to schedule an appointment to pick up your order. A confirmation email will be sent to your inbox. Appointments can be modified at any time. 

Missed your appointment? CLICK HERE to reschedule. 

In an effort to ensure the safety of our team and our clients alike, we ask that you arrive on time, wearing adequate face covering and maintain social distancing. 

Once your order has been finalized and paid, you will receive an email with a link to our scheduling application. You will be asked to schedule an appointment to pick up your order. A confirmation email will be sent to your inbox. Appointments can be modified at any time. 

Missed your appointment? CLICK HERE to reschedule.