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Customer Service

General Q&A for Vasa Trainer Customer Service

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

We always appreciate the opportunity to provide our customers with the information needed to make good decisions. (VASA Fitness members – DO NOT CALL US.  We are a different business based in Vermont.

You can reach us by filling out the Contact Us Form, Phone, or schedule an in person visit at Vasa Trainer’s Vermont headquarters!

Postal Mailing & Physical Address: 

Vasa Trainer, 1 Allen Martin Drive, Essex Junction, Vermont 05452 USA

Telephone:  USA & International: 1 • 802 • 872 • 7101

Vasa Trainer headquarters business hours are 9am – 5pm Eastern Standard Time, Monday through Friday.  Due to the nature of COVID and in office staffing, our phone hours are 9am – 2pm and email hours are 9am – 5pm Eastern Standard Time, Monday through Friday.  Note: If you call before or after phone hours, please leave a detailed message on our voice messaging system, and we will return your call the following business day during normal business hours.

We look forward to serving you!

How do I check the status of my order?

All orders are shipped within 1-3 business days of receiving your order. No orders are shipped on Saturday or Sunday, any order placed after 12 PM EST on Friday will ship the following week. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there is a significant delay in the shipping of your order, we will contact you via email or telephone.

If you have specific questions about your order, either before or after you place it, Contact Us or call 1 • 802 • 872 • 7101, 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 an email confirmation that includes an estimated delivery date and a tracking number (if applicable). If you have specific questions about your order, please Contact Us or call us at 1 • 802 • 872 • 7101.

Review our Shipping Policy here.

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.


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. Unfortunately, Vasa cannot estimate these fees for you.

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

Please note, if a package is returned to Vasa due to failed payment of the duties, taxes and/or customs clearing fees, all return shipping fees will be deducted from the refund. International customers will be responsible for any duties, taxes and/or customs clearing fees associated with their order.

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 refund. (NOTE: Customer will be responsible for paying all shipping charges plus a “restocking fee” equivalent to 15% of the merchandise price paid.)

Click these links for more details of our Return Policy or our  90-Day Improvement Guarantee.

Where can I try out a Vasa before I buy?

Please contact Vasa Customer Service to let us know your location (city, state, country) and what machine you are interested in and we will check to see if there is a coach in your club in your area.

Note: We also have a network of International Dealers that may have additional locations.  Please contact them directly for more information.

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 Contact Us 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 Pro and Vasa SwimErg includes a complete Training Manual that provides illustrated instructions for proper technique, training programs, and other important information.

You can find a preview of the manuals here:

Trainer Manual       SwimErg Manual

Additional training resources by sport niche are available on our Training Resources page and Videos & Podcast page.

If you have specific training questions you need help with, please Contact Us or call us at 1 • 802 • 872 • 7101.

Vasa Trainer headquarters business hours are 9am – 5pm Eastern Standard Time, Monday through Friday.  Due to the nature of COVID and in office staffing, our phone hours are 9am – 2pm and email hours are 9am – 5pm Eastern Standard Time, Monday through Friday.  Note: If you call before or after phone hours, please leave a detailed message on our voice messaging system, and we will return your call the following business day during normal business hours.

We enjoy helping our customers achieve their goals and look forward to connecting with you!


Do you offer a payment plan?

Vasa now offers a Buy Now, Pay Later option through Klarna for orders over $150.  NOTE: This is currently for US Customers only.  Visit the Klarna FAQ Page on our website for more details.

What payment methods do you accept?

We accept Visa and MasterCard credit cards, Klarna Buy Now, Pay Later, wire transfers, Official school or University purchase orders, US Military / Government Purchase Card (GPC), and personal or corporate checks (note: checks from USA banks only.  Orders paid by check will be held for two weeks for the funds to clear). 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 Official purchase orders from schools and universities based only in the United States and Canada.   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 orders.

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 Contact Us.  We will need the following information:

– Product name & quantity you wish to order
– Shipping address (city, state, zip code)
– Contact name and email address

– Contact phone number