Frequently Asked Questions

Q: Where is my order?
Orders are shipped the same business day if placed before 11AM Monday-Friday EST (excluding select Holidays). Orders placed after 11AM or on the weekend and select holidays, will be shipped the following business day. Orders may be delayed from shipment due to discrepancies in payment or billing/shipping information. Transit time may be extended due to incomplete shipping address (i.e. missing or invalid apartment number/street number), weather conditions and/or high volume of packages during holidays or promotional events.

Q: Can I make any changes to my order?
Once an order is placed, we are unable to make changes. In efforts to have members orders fulfilled as soon as possible all orders are exported to the warehouse 1-2 minutes after they are placed. This quick processing time does not allow us to edit orders once they have been placed.

Q: I want to return my purchase. What do I do?
Any items purchased online excluding final sale items may be exchanged or returned for a full refund within 30 days of the original purchase date. Please note, the returned items must be unworn and unwashed and must have all original tags attached. Your original shipping fees are non-refundable. Please contact our Support team to begin your return or exchange.

Q: I want to return a gift that was sent to me. How do I do that?
We can help assist with a gift return! Please contact our Support team through our live chat or email apparel@onepeloton.com and one of our amazing representatives will be able to assist. They will need some information on the order with the email address or number associated with the purchase. All returns have to be refunded to the original form of payment. However, we would be happy to assist you with a gift return. When a gift return is processed, we will provide you with a return label to send the item back. Once we have received the item and processed the return, we will issue a discount credit.

Q: Can I exchange my order instead of returning it?
You may exchange your order if needed. Please contact our Support to begin your exchange.

Q: I made a purchase with a referral code, can I return it?
Yes, all returns will be refunded back towards the original form of payment. If an order was purchased with a referral code, please contact our Support through our live chat or email. We will be able to help assist with referral refunds.

Q: How long does it take for me to get a refund?
If the refund is being issued to a credit card, depending on your credit card company, it may take an additional 2-10 Business Days after your credit is applied for it to post to your account.

Q: Is my account the same as my rider profile?
Your Apparel account is different than your rider profile for Peloton. Your Apparel account includes your shipping addresses saved for apparel orders plus your order history. This makes it easy to track your favorite items and sizes for future reference!

Q: I can’t login to my Apparel account. What do I do?
Don’t worry! You may click “Forgot your password?” on the Account page. If you are still having trouble logging in to your Apparel account please feel free to reach out to our Support!

Q: What is a referral code and how do I get one?
The referral reward is a $125 CAD discount to the online Apparel store when you refer a friend to a Bike or Tread order. The credit is a one-time use promotion code, is non-transferable, and cannot be combined with any other offers or discounts, including other referral promotion codes. The referral reward cannot be used for the purchase of gift cards or merchandise credits. Shipping fees may apply to your purchase. Reward codes are valid for six months from issuance.

Q: How do I apply my referral code to an order?
Once you receive your referral code and have added items in your cart you may apply your referral credit at checkout. There will be an option to include any “discount code.” After you apply your referral code, your order will be discounted the value of $125 CAD.

Q: Can I return an order purchased with a referral code?
Yes, all returns will be refunded back towards the original form of payment. If an order was purchased with a referral code, please contact our Support through our live chat or email. We will be able to help assist with referral refunds.

Q: How is my refund processed if my order contained a referral code?
Referral codes are applied to each item in your order. In the event of a return, the refund amount will be split across the items in your order and the referral code. If the entire order is being returned, we would be able to refund the amount paid out of pocket and issue a new code.

Q: I referred my friend but I never received my referral code. What do I do?
No worries! The $125 CAD online Apparel code is a one-time use code that will be sent to the referring account holder once a qualifying purchase is completed. The email with the online Apparel store code may take 3-5 days to send out. To locate your code, please search for the subject line "Your Referral Reward is Here!" in your email inbox. You may chat or email our Support if you still have not received yours.

Q: Does my referral code cover shipping?
Your referral code does not cover the shipping fee. Orders are eligible for standard shipping at $8 CAD or expedited shipping at $15 CAD after applied credits, discounts and promotions.

Q: Can I add more than one referral code to an order?
The credit is a one-time use promotion code, is non-transferable, and cannot be combined with any other offers or discounts, including other referral promotion codes.

Q: Can I use my referral code more than once if I did not use the full amount?
All referral codes are a one time use and cannot be used more than once.

Q: Can I use my referral code at a showroom?
At this time we are not accepting referral codes at showrooms. Referral codes are only valid on our apparel site.

Q: I forgot to apply my referral code to my order. What do I do?
No worries! You can chat or email our Support and we can assist in honoring your referral code. If you recently placed an apparel order and forgot to apply your referral code, we can honor it in the form of a refund and deactivate the code. Please have the code you did not use available for our Support.

Q: What forms of payment do you accept?
Peloton accepts the following forms of payment: Visa, MasterCard, American Express, Discover, JCB, Diners Club.

Q: Does my local showroom have Apparel to purchase?
We have a number of locations and showrooms who offer Apparel. For more information about your nearest showroom please click here.

Q: Can I use my referral code at a showroom?
At this time, showrooms are not accepting referral codes for Apparel.

Q: I bought my items online, can I return or exchange it in a showroom?
Yes! Any online or showroom apparel purchase within our return policy can be returned or exchanged in a showroom!

Q: How often do you restock?
Typically we do not restock our seasonal collections. However, if you join our Mailing List, we will be able to update you on any restocks or new collections. There is an option for select sizes to click the "Email When Back In Stock" tab underneath the item screen to be notified should this item return in the future. Make sure to follow us on Social for new Apparel updates!

Don't see your question here? You can reach out to our Support through our Live Chat or email us at apparel@onepeloton.com.