FAQs

Customer Service

Phone Number (Toll Free): 800.847.7746
Phone Number: 310.823.7008
E-mail: info@spinning.com
Hours: Monday - Thursday, 7 a.m. - 4 p.m. / Friday 6 a.m. - 3 p.m PT

This information does not apply to Europe, Middle East or Africa. Visit www.spinning.eu for EMEA order policies and information.

GENERAL INFORMATION ABOUT YOUR ORDER

Order Confirmations and Shipping Notification: You will receive your order confirmation via email after placing your order.  A shipping confirmation email is sent once your package has shipped from our warehouse. The shipping confirmation may include a tracking number if the carrier provides this service. If you do not see either of these emails, please check your spam/junk folder.

Changing or Canceling an Order: If you have made a mistake on your order, please notify us immediately either by phone or by e-mail. We will make every attempt to correct your order; however, if your order has shipped, we will be unable to cancel or change any portion of your order.

Damaged or Incorrect Orders: If any part of your order is damaged, defective, incorrect or missing merchandise, contact us and report any discrepancies within 72 hours of receiving your order. Save all the cartons and packing material for inspection. Mad Dogg Athletics will refund shipping costs associated with returning such merchandise.

Back Orders: Occasionally, we sell out of an item faster than expected. If this occurs, the item will be placed on backorder and you will be given the choice to either wait for the product or receive a refund.

Refused Orders: Refused or undeliverable orders may be subject to a 20% restocking fee, in addition to all applicable freight charges.

RETURNS AND EXCHANGES

Mad Dogg Athletics is committed to 100% customer satisfaction. Returns or exchanges are accepted for most purchases within 30 days of the original purchase, except for refurbished bikes and other exclusions described below. If we authorize a return or exchange outside of the 30-day window, a restocking fee will apply. A 20% restocking fee applies to all Spinner® Bikes.

  • Under our flat-rate shipping promo, the original shipping cost will be deducted from all credits issued to the purchaser for Spinner® bikes.
  • Electronic items such as heart rate monitors, Spinning® computers and all Spinner® bikes must be returned in their original packaging.
  • Clothing and accessories must be unworn and unwashed with all original tags.
  • Product returns that are received damaged or otherwise not able to be sold as new will be evaluated on a case-by-case basis.
  • In the case of a manufacturing defect, please refer to the product’s warranty policy.
  • For returns, cancellations and refunds of education products, please refer to the Education, Training and Membership Policies.
  • For cancellations and refunds of app subscriptions, please refer to the Spinning® Apps section.

RMAs: All returned items must include a Return Merchandise Authorization (RMA) number clearly marked on the outside of the package. Returns without an RMA will be rejected. If you have questions about an RMA for a particular item, please call (1) 800.847.7746 or (1) 310.823.7008 or e-mail info@maddogg.com. Items must be received within 30 days of the RMA being issued to avoid a 20% restocking fee. We recommend returning your items using an insured, traceable shipping method. We are not responsible for items lost or damaged during the return shipping process, nor are we responsible for shipping costs to return merchandise to us. Original shipping charges are not refundable. Once your return has been received, inspected and processed, your refund or exchange will be processed within 7-10 business days.

Mad Dogg Athletics Returns Dept.
RMA #
5360 E. El Campo Grande Ave.
Building #100
Las Vegas, NV 89115
800.847.7746

EDUCATION, TRAINING AND MEMBERSHIP POLICIES

Canceling or Rescheduling: You can cancel or reschedule your training or workshop reservation up to 96 hours (4 days) prior to the event start date without penalty. If you cancel or reschedule within 96 hours (4 days) of the workshop, a $50 cancellation or rescheduling fee will apply.

Mad Dogg Athletics strives to hold all trainings and workshops as scheduled, at the same location, and on the originally scheduled date(s) and times. Some events however, are postponed or relocated due to low enrollment, inclement weather or other unforeseen circumstances. Therefore, we highly recommend that you do not commit to non-refundable travel accommodations or any other arrangements that would result in financial loss due to a cancellation. Mad Dogg Athletics, Inc. is not responsible for travel and/or personal expenses for any training, workshop or event hosted by Mad Dogg Athletics, Inc. or its affiliates.

No-Shows: If you do not attend a workshop for which you are registered for, and you do not contact us to cancel or reschedule a minimum of 96 hours (4 days) in advance, you will be considered a "no-show" and will forfeit all registration fees paid for that workshop; no refunds/credits will be issued. If you attend a portion of your training and choose not complete the course, no refunds will be issued. For conferences, tradeshows and all other events (such as WSSC, WSX, PES, etc.), please refer to the cancellation/refund policies associated with that specific event.

Canceling Online Course Enrollments: You may cancel your enrollment in an online course and receive a refund within 48 hours of your purchase. Your enrollment and access to all materials and continuing education credits will be removed from your account.

SPIN® Membership Renewals: SPIN® Membership will auto-renew and charge your payment method at the end of each term unless you cancel. You can manage your renewal settings and payment methods by logging into your SpinU account at www.spinu.spinning.com

HOME SPINNER® BIKES

·       Home Bike Comparison Chart: Compare Here

·       Bike Assembly: Your bike’s owner’s manual has illustrated instructions for assembly. You can also watch a step-by-step video here.

  • Warranty Specifications: Home Spinner® Bikes are warranted for home use only. They are not intended to be used in commercial settings. Warranty 1 year, no labor or service.
  • Flat rate ground shipping applies to all home Spinner® bikes (within the continental US), via FedEx or UPS unless an alternative shipping method is selected.
  • Returned Spinner® Bikes will incur a 20% restocking fee. The original shipping costs, valued at $85, will be deducted from all credits issued to the purchaser. Return shipping costs are the responsibility of the purchaser.
  • Maximum Quantity: There is a maximum order quantity of two Home Spinner® Bikes per online order. If you wish to purchase more than two bikes, please contact us for special order quotes at 800.847.7746 or info@spinning.com

·       Refurbished Bikes: Our refurbished bikes are gently used with slight aesthetic wear normal for any bike. Each piece of equipment has been thoroughly inspected to ensure that functionality and usability are intact. Some products have been repaired and returned to a like-new state and will include the original parts and accessories (or a suitable replacement). In addition, the product was professionally cleaned and repackaged with care to give you a product as near to new as possible. Sorry, these items are not available for Alaska, Hawaii, Puerto Rico, or Canada. All sales on refurbished bikes are final. Warranty on these bikes is one year, no labor. SPIN® Member discount will not be applied to the price of Refurbished Bikes.


SPINNING® APPS

All fees for app subscriptions, memberships, in-app purchases, and any other digital content are non-refundable, except in cases of a verified billing error (e.g., duplicate or unintended charge). Please refer to our Terms and Conditions for full details.

Spinning® Indoor Cycling App

Free 30-day trial: Download the app from the App Store or Google Play and start a free 30-day trial, no promo code required.

Promo code: If you have a promo code, use the Spinning® Dashboard to start your subscription. (Promo codes are not valid on the App Store or Google Play.)

Manage your subscription: You can change or cancel your subscription in the same place where you created it – your iOS or Android device, or on the Spinning® Dashboard.

Support: Tap Help from the app menu to see support videos or visit the Spinning® App YouTube playlist. For common questions about how to create your profile and connect your sensors read Getting Started with the Spinning® App. You can also find more support articles on the Spinning® Apps Blog.

Spinning Connect™ App

Free subscription: Download the app from the App Store or Google Play and create a free account. You will automatically receive a free subscription, no promo code or payment method required.

Premium subscription: Upgrade to a Spinning Connect™ Premium subscription to get unlimited training history and the option to connect your STRAVA account.

Manage your subscription: You can change or cancel your subscription in the same place where you created it – your iOS or Android device, or on the Spinning® Dashboard.

 

    PRICING AND PAYMENTS

    Pricing: Prices shown are in U.S. dollars only. Pricing is subject to change without notice. If an item goes on sale within 7 days of purchase, you may contact us within 14 days of the purchase date and we will apply the price difference in the form of store credit.

    Sales Tax: Mad Dogg Athletics is required to collect sales tax in the states of California, Texas, Nevada and Colorado at the rate in effect at the time your order is shipped. Additionally, the state of Texas requires that sales tax be collected on all freight/shipping costs. The state tax rate will be calculated during the ordering process.

    Fraud: Mad Dogg Athletics thoroughly checks the validity of orders for fraudulent use and is not responsible for any delays due to verification of orders. We reserve the right to cancel orders without notice if they appear to be fraudulent.

    Pay with Affirm! We have partnered with Affirm to give you a simple way to make your purchase with no hidden fees.

    • Easy monthly payments: Provide some basic information and get a real-time credit decision to split your purchase into monthly payments. Rates from 0 to 36% APR with loans of 3, 6, or 12 month terms. Based on a purchase price of $500.00 at $43.97/mo at 10% APR for 12 months. Downpayment may be required

    ·       Flexible repayment: Simply pay your monthly bill using a debit card, bank transfer at www.affirm.com/pay

    ·       Disclosure: Your rate will be 0-36% APR based on credit, and is subject to an eligibility check. Payment options through Affirm are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required.

    PayPal: Normal Paypal payments are processed immediately, however if you choose to use the Paypal echeck service, it may cause a delay with processing your order (approximately 7-10 business days). If you are ordering with expedited shipping (Overnight, 2day or 3day service), we recommend using a credit / debit card to complete the transaction, avoiding long delays.

     

    CLYDE PROTECTION PLAN

    What's included in the Clyde Protection Plan?

    The Clyde Protection Plan covers:

    • Mechanical and electrical breakdowns after the manufacturer's warranty expires
    • Normal wear and tear after the manufacturer's warranty expires
    • Repairs at no additional cost for approved claims. Reimbursement or replacement if product can't be repaired

    What is not included in the Clyde Protection Plan?

    The Clyde Protection Plan does not cover: Accidental damage; Cosmetic damage, like scratches or dents that do not impact your product's functionality; Damage from third-party assembly or third-party maintenance of your product; Loss or theft. Other exclusions apply see Terms and Conditions

    Are batteries covered?

    The Clyde Protection Plan provides a 1x battery replacement during the term of the plan.

    How do I view the detailed terms and conditions of the Clyde Protection Plan before I buy it?

    You can view the detailed terms and conditions contract here: Terms and Conditions

    When does the Clyde Protection Plan begin and end?

    The Clyde Protection Plan begins after the shortest term of the limited warranty expires and ends 1,2 or 3 years from the start date.

    Do I qualify for Clyde Protection Plan options?

    The Clyde Protection Plan is available to you if all of the following are true:

    • You are a customer in the United States of America (excluding territories)
    • You purchased your product directly from our website
    • There are at least 60 days remaining in the limited warranty period

    When are you ineligible to purchase a Clyde Protection Plan?

    • Customers cannot purchase a Protection Plan after a breakdown occurs
    • If the product is not eligible for a protection plan
    • Customers cannot purchase a Protection Plan if there are fewer than 60 days remaining in the limited warranty period

    How do I purchase a Clyde Protection Plan?

    There are three ways to add a Clyde Protection Plan to your product:

    • From our website – You can choose the Clyde Protection Plan option at checkout when purchasing your product
    • Through the link in the post-purchase email more than 60 days prior to the end of the limited warranty period
    • Directly from Clyde's customer portal, HiClyde.com – It will be necessary to create a Clyde account in order to purchase a plan this way. You must use the same email address that was used when purchasing your product from Spinning.com when creating an account to link to your Spinning.com sales order.

    How can I file a claim?

    To file a claim on hiclyde.com, you have two options:

    • By logging in to your account and selecting the corresponding product
    • As a guest using the contract ID found on your welcome email

    Can I file multiple claims?

    Yes, you can file multiple claims using your Clyde Protection Plan during the course of the contract's term. You are covered for multiple repairs up to the value of the original product purchase price. If your claim is approved for a full reimbursement or replacement product, then your contract is fulfilled. You will have the option to purchase a new protection plan for your replacement on hiclyde.com.

    Is the Clyde Protection Plan transferable?

    Yes, this Clyde Protection Plan may be transferred to any person in the United States. To initiate the transfer of a Clyde Protection Plan, contact Clyde at protection@hiclyde.com.

    Does the Clyde Protection Plan provide coverage for theft or loss?

    No, this Clyde Protection Plan does not cover for loss or theft.

    Can the Clyde Protection Plan be canceled?

    Yes, plans may be canceled via contacting protection@hiclyde.com. See Terms and Conditions for details.