Customer Service

GENERAL CUSTOMER SERVICE

How do I reach you if I have a question and can’t find the answer here?

We’re always ready to answer your questions and provide you with the information you need. You can reach us in any of the following ways:

  1. Call us between 9am-5pm EST, Monday-Friday. Our voice mail will answer at all other times.
    USA/Canada: 1-800-488-VASA (8272)
    International: 1-802-872-7101
  2. E-mail us: info@vasatrainer.com.
  3. Fax us: 1-802-872-7104.
  4. Send us a letter: Vasa, Inc., 1 Allen Martin Drive #5, Essex Junction, Vt., 05452

We look forward to hearing from you!

How do I check the status of my order?

We strive to ship all orders within 5 business days. During busy periods, the fulfillment time may be longer. If your order is delayed for any reason, a Vasa representative will be in touch on the next business day after you place your order to review the status with you. Otherwise, you will receive an order confirmation on the next business day after you place your order, which will include an estimated ship time. If you have specific questions about your order, either before or after you place it, call us at 1-800-488-VASA (8272) and we will be happy to assist you.

How do I know if my order has shipped?

Once your order is shipped, you will receive a shipping confirmation e-mail that includes an estimated delivery date and a tracking number (if applicable). If you have specific questions about your order, please e-mail Customer Support at info@vasatrainer.com or call us at 1-800-488-VASA (8272).

If I select FedEx Ground to ship my order, how many days will it take to arrive?

If you live in the United States, you will have the option to select FedEx Ground service. The number of days for the shipment to arrive will depend on your location.

FedEx_Ground_Map

What other fees (duty, taxes, etc.) are expected for international customers?

The estimated shipping rates we provide are for the transportation portion only.  Any additional duty, taxes, and/or other customs clearing fees will be the sole responsibility of the buyer.  The carrier will contact the buyer prior to delivery to collect these fees directly.

Visit the FedEx Estimated Duty and Taxes Tool to learn more about the rates in your region.

What is the warranty on Vasa products?

Our machines are guaranteed against all defects in materials and workmanship on non-moving parts (the metal frame) for as long as you own your machine, provided it is used according to instructions in a dry, non-corrosive environment. Most moving parts have a one-year warranty, while rubber stretch cords and power cords have a 6-month warranty.

View the full details of our Lifetime Warranty.

If you have a question about a specific warranty issue, please contact us directly or fill out our warranty request form.

What is Vasa’s return policy?

We offer a “satisfaction guaranteed” 90-Day Improvement Guarantee. Simply purchase any machine and use it for up to 90 days; if you are not 100% satisfied with it in every way, you may notify us and return it for a full refund of the purchase price. You will be responsible only for the shipping charges. View the full details of our 90-Day Improvement Guarantee.

Where can I try out a Vasa before I buy?

We have a worldwide network of Vasa Demo Centers where you can view and/or use a Vasa Trainer or Vasa Ergometer.  Contact Vasa to ask if there is one in your area.  MAP COMING SOON!!!

Is there a Vasa dealer in my country?

We have several authorized Vasa Dealers located throughout the world.  View the Dealers in MY country.

NOTE:  If your company is interested in learning about becoming an authorized dealer, please complete the Dealer Inquiry Form.

Do you ever sell used or demo machines at a discount?

We do occasionally sell used or demo Vasa Trainers and Ergometers at a discount. If you would like to be put on our waiting list and notified when we have a machine available, please send us an e-mail at info@vasatrainer.com with the following information:

  1. Your name, e-mail address and phone number;
  2. The model/machine you’re interested in.

I have an old Vasa Trainer or Vasa Ergometer; how can I find out which model I own?

Use this Vasa Model History chart to identify which Vasa Trainer or Vasa Ergometer you own.  If you are still unsure, please contact us and we can check our records for this information.

Do you provide training information / support?

Every Vasa Trainer and Vasa Ergometer includes a complete Training Manual which provides illustrated instructions for proper exercise technique, training programs, and other important information.  The manuals are written by Rob Sleamaker, inventor of the Vasa Trainer and Ergometer and recognized author, sport physiologist and coach.

You can find a preview of the manuals here:

Trainer Manual       Swim Erg Manual       Kayak Erg Manual

Additional training resources by sport niche are available on our Training Resources and Vasa YouTube Channel pages.

If you have specific training questions you need help with, feel free to call or e-mail us. We enjoy helping our customers achieve their fitness and competition goals!

Call us between 9am-5pm EST, Monday-Friday. Our voice mail will answer at all other times.

USA/Canada: 1-800-488-VASA (8272)

International: 1-802-872-7101

E-mail us: info@vasatrainer.com.

BILLING/PAYMENT

Do you offer a payment plan?

We do not offer a payment plan directly. However, during checkout you have the option to use your PayPal account which features a Bill Me Later program.  This program essentially allows you to buy now, and pay later.   Visit the Bill Me Later website for full details.

What payment methods do you accept?

We accept Visa, MasterCard and Discover credit cards, wire transfers, personal / corporate checks (note: U.S. checks only; orders paid by check will be held for two weeks for the funds to clear) and official school purchase orders. You may place your order securely online at any time, or call us directly.

Is it safe to use my credit card?

Shopping online with us is very secure. When placing your order, note that the URL will begin with “https” – this indicates that you are on a secure page, and your information is encrypted with industry standard technology.

Do you charge sales tax?

Vasa is required to charge sales tax on any order picked up or shipping to state of Vermont.  Vasa will not collect taxes directly from any other state or country at this time.

Do you accept Purchase Orders?

We accept school/university purchase orders based in the United States only.  The signed purchase order must be provided in writing (digital, mailed, or faxed). We do NOT accept requisitions.  We do NOT accept any non-school purchase order.

You may place your order securely online referencing the PO#, and then provide us with a signed copy of the official PO by email.  If you would like a quote in advance to help facilitate your PO, please email us at info@vasatrainer.com.  We will need the following information:

– Desired item & qty
– Shipping address (city, state, zip code)
– Contact name
– Contact phone number

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