Hyperflex® Super Padded Knee

Order

• How can I track my order?
• I received my package, but I did not receive all the items on my order.
• How is sales tax calculated?
• Why was my order cancelled?
• How do I add items to my shopping cart?
• I want to change or cancel my order.

Pro Form

• I have a Pro Form card with a username and password. How do I use this to get my discount?
• How do I get a pro form discount?

Shipping

• Can I ship to a different address than my billing address?
• Can I ship to APO/FPO/International addresses?
• How will I know my order has been shipped?
• When should I expect my order to arrive?

Payment

• When will my credit card be charged?
• What method of payments do you accept?

Returns

• What is the return policy?
• How do I return my order?
• I threw away the instructions on how to return my order. How can I return my order?
• I have a defective product. Do I need a Return Authorization #?
• How do I exchange an item?

MAP Policy

• Does Seirus have a MAP policy in place?

Order

How can I track my order?
If you created a log in when placing your order you can log back in to the system to track your order. If you did not create a log in you will not be able to track online, but you will receive emails upon submission of your order and once your order has been shipped. You can call customer service at 1-800-447-3787 to find out any additional information on the status of your order.

I received my package, but I did not receive all the items on my order.

Your package should have come with a packing slip. Please confirm that the packing slip matches all of the items sent. You should have also received a confirmation email when you submitted your final order. Please confirm that all items on your confirmation email are what arrived in your shipment. If you still find a discrepancy, please contact customer service at 1-800-447-3787.

How is sales tax calculated?
We have integrated the Avalara AvaTax system to calculate sales tax based on your area. If you are interested in learning more about Avalara and how sales tax is calculated please visit their site at www.avalara.com.

Why was my order canceled?
There was likely an issue with product availability in the size or color requested, or there was an issue with payment. If you have not heard from customer service within 48 hours of your order being cancelled please contact us.

How do I add items to my shopping cart?
There is an "add to cart" button on every product detail page. Once you have found the product you wish to order, select the color, size and quantity and click on the "add to cart" button. This will load the shopping cart and you may check out from here or return to the product pages and continue shopping.

I want to change or cancel my order.
If you have not yet submitted your order you may cancel from the shopping cart page or click "clear cart" to start over. If you have already submitted your order through the system, please call customer service. You will need your order number that was given to you after submitting. All the information for your order that we will need to change or cancel is available in the confirmation email that was sent after you submitted your order.

ProForm

I have a pro form card with a username & password. How do I use this to get my discount?
You will only need the password portion of this card in order to apply your discount. Complete your order first, then, once at the shopping cart, there will be an option to enter a discount code. Please enter the password from your pro form card here and your pro form discount will be applied at check out.

How do I get a pro form discount?
Only Seirus representatives can distribute the pro form discount cards. If you are employed by a retail shop that carries Seirus products please contact your manager to request a pro form card from your Seirus Rep. Also, if you are an active PSIA member, you can submit an image of your card to customer service here and request a pro form discount.

Shipping

Can I ship to a different address than my billing address?
Yes. You will be prompted to enter your desired shipping address in the check out process. After you have entered your billing address information, simply click the "ship to different address" option and hit continue. You will be able to enter your desired shipping address in the next step. Currently we only ship to the continental USA, Hawaii and Alaska.

Can I ship to APO/FPO/International addresses?
At this time Seirus online sales are only available for customers in the continental USA, Hawaii and Alaska. Certain products are available in Canada through Sport Dinaco, you can find them at sportdinaco.com. Prices may vary due to Exchange rates, duties, transport and handling. Please contact customer service to find a Seirus distributor in your country.

How will I know my order has been shipped?
You will receive an email confirmation when your order has been confirmed and shipped. You will also recieve tracking information for your shipment.

When should I expect my order to arrive?
All orders will be shipped within 1-3 business days of placing your order. You will have the option of selecting Overnight, 2-Day or Ground in the shipping options. Orders must be submitted by 11:00am PDT to go out same day. Overnight and 2-Day orders will be prioritized. Overnight shipping will arrive by end of the next week day (Monday through Friday). If you select ground it is an estimated shipping time of 3-5 business days. Actual shipping time may vary based on location, weather and other unforeseen obstacles. Business days are defined as Monday through Friday, 8:00am - 5:00pm PDT, excluding holidays. We are closed on New Year’s Day, Martin Luther King Day, Presidents’ Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day & Christmas Day and will ship orders again beginning the following business day.

Payment

When will my credit card be charged?
Your credit card will be charged by midnight PDT of the day that your order is submitted.

What method of payments do you accept?
We only accept Visa and MasterCard at this time.

Returns

What is the return policy?
We accept returns within 30 days from the shipment date for any purchases made on seirus.com. All returns must be in new condition and have all original packaging and header cards attached. Once the return is received at our facility we will process a refund within 2-3 weeks. The customer is responsible for the freight cost coming back to our facility. We recommend using a carrier that provides a tracking # and insurance. If you purchased the item(s) from one of our authorized dealers, then please contact the dealer directly to process a return.

How do I return my order?
There is a packing slip that shipped with your order which includes instructions for your return. If you have misplaced this you may download the following PDF version and fill out and send with your item(s).
SEIRUS ONLINE RETURN FORM.

I threw away the instructions on how to return my order. How can I return my order?
Please download the SEIRUS ONLINE RETURN FORM and ship this completed form along with your items as instructed on the form.

I have a defective product. Do I need a Return Authorization #?
Please contact customer service with the details of a defective product here.

How do I exchange an item?
To process an exchange please follow the instructions to return your purchase that are part of the packing slip within your shipment. Then, place a new order at seirus.com or contact customer service here or by phone at 1-800-447-3787.

MAP Policy

Does Seirus have a MAP policy in place?
Yes, please see www.seirus.com/map for details.