New Life Athlete

Shipping Policy

Renaissance Online Sales LLC, DBA New Life Athlete  •  newlifeathlete.com
Effective date: 8/24/26  •  Supersedes: all prior versions

We sell three very different kinds of things: small recovery devices that fit in a shipping box, freight-sized sports equipment that arrives by truck, and made-to-order simulator systems built after you buy them. Those three categories cannot honestly share one delivery promise, so this policy clearly states what you are buying and what happens next.

Everything below applies to orders placed on newlifeathlete.com. We are an authorized online reseller, which means most items ship directly from the manufacturer or their distribution center rather than from a warehouse we own. That is genuinely good news for you — fewer stops, less handling, and stock straight from the source — but it also means each manufacturer's handling schedule and freight rules govern your order's physical journey. We have written those real constraints into this page instead of burying them, because a delivery estimate you can rely on is worth more than an optimistic one you cannot.

One rule governs everything that follows: the product page is authoritative. If a product page states a lead time, delivery method, or shipping condition that differs from the general terms on this page, the product page controls. Those figures come directly from the manufacturer and are the most current information we have.

1. Where We Ship

We ship to street addresses in the contiguous forty-eight United States. We do not currently ship to Alaska, Hawaii, Puerto Rico, other U.S. territories, APO/FPO military addresses, or any international destination. Our freight and equipment carriers quote and route only to the lower forty-eight, and quoting you a rate we can't fulfill would waste your time and ours.

We cannot ship to P.O. boxes. Freight items require a physical street address with vehicle access, and even our parcel-sized recovery devices frequently ship with signature confirmation, which a P.O. box cannot accommodate. If you have an unusual delivery situation—a rural route, a gated community, a private road, a building with no loading access, a seasonal address—contact us before you order, not after. We would much rather spend ten minutes solving it in advance than unwind a refused delivery later.

2. What Shipping Costs

We calculate and display every shipping and handling charge at checkout before you pay. We don't add fees after the fact, and we don't send surprise invoices. Rates vary considerably by product because a compression sleeve and an in-ground basketball system are not remotely comparable freight, and we state on the product page when an item qualifies for free shipping.

Two honest caveats about free shipping. First, "free shipping" means we absorb the outbound cost as a promotional courtesy; it does not mean shipping was actually free, and if you later return that item for a reason other than our error, we deduct the outbound cost we absorbed from your refund. Second, free shipping covers the trip to you only. It never covers a return trip, a warranty shipment, or a repair shipment. This is standard practice across the equipment categories we carry.

Accessorial charges are the other thing worth understanding up front. On freight deliveries, carriers bill for services beyond a standard curbside drop: inside delivery, redelivery after a missed appointment, terminal storage, detention when unloading runs long, and reconsignment when an address changes mid-transit. These are carrier charges passed through to us, and we pass them to you at cost with documentation. We do not mark them up. Section 6 explains each one and, more usefully, how to avoid all of them.

Sales tax is calculated at checkout where applicable. Prices are in U.S. dollars.

3. Handling and Delivery Times by Category

This is the section most worth reading carefully, because the honest answer to "when will it arrive?" depends entirely on which category your item falls into. The figures below are realistic estimates based on the fulfillment terms our manufacturers commit to, not best-case marketing numbers. These are estimates, not guarantees, and your product page is always the most precise source.

A business day means Monday through Friday, excluding U.S. federal holidays and the observed holidays of the manufacturing facilities that fulfill our orders. Orders placed on a weekend or holiday begin handling the next business day. Handling time is the interval between your payment clearing and the carrier taking possession; transit is the carrier's own time on the road. Neither figure includes the appointment-scheduling window on freight deliveries, which depends on your availability as much as the carrier's.

Backorders, discontinued items, and stock verification

When your order arrives, we confirm availability with the manufacturer before anything ships. If an item is backordered, discontinued, or delayed beyond the window shown on its product page, we will email you promptly with the revised timeline and let you choose: wait, substitute something comparable, or cancel that line for a full refund. We will never quietly sit on a delayed order and hope you do not notice.

If a multi-item order includes something backordered, we will normally ship what is ready and send the remainder when it arrives, at no additional shipping cost. On multi-box freight orders, we note any backordered pieces on your packing slip, and they ship at no extra freight charge until your order is complete.

Pricing and availability errors

We work hard to keep the catalog accurate, but we sell multiple variants sourced from multiple manufacturers, and specifications, prices, and availability all change without notice on their end. If an item is listed at an obviously incorrect price or was shown as available when it was not, we reserve the right to cancel the affected line and refund you in full rather than ship something we cannot honor. If that happens, we'll contact you directly, and you will never be charged for an order we cannot fulfill.

4. Shipping Methods and Service Levels

We ship through established national carriers — USPS, UPS, and FedEx for parcels, and licensed LTL common carriers for freight. The carrier assigned to your order depends on the manufacturer shipping it, the destination, and the size and weight of what you bought. We generally cannot let you choose the carrier, because that decision belongs to the facility physically loading your item.

Standard shipping

Our default service on every order, priced at checkout, following the category timelines in section 3. For most customers most of the time, this is the right choice.

Expedited shipping

Available on selected parcel-eligible items to the contiguous forty-eight states for an additional charge shown at checkout. Where offered, orders must be placed before 12:00 p.m. Eastern to begin handling the same business day; orders after that cut-off begin the next business day, and orders placed after the Friday cut-off begin the following Monday.

Expedited service upgrades the carrier's transit time. It does not shorten manufacturer handling time, and it cannot be applied to freight shipments or made-to-order products. Paying for faster transit on an item that has not been built yet accomplishes nothing, so we would rather tell you that than sell you the upgrade. Carriers also suspend their own delivery commitments during severe weather and peak season, and when a carrier withdraws its commitment, we cannot extend one on their behalf.

Freight delivery for large and oversized items

Basketball systems move by LTL common carrier freight. Freight is a fundamentally different experience from parcel delivery, and section 6 covers it in full. The essential point: freight is delivered curbside, on a scheduled appointment, and you are responsible for unloading.

Threshold, inside, and white-glove delivery

Standard freight service ends at the curb. Some items can be upgraded to threshold delivery — into a garage, a porch, or just inside an entryway — for an additional carrier fee. On selected products, we can also quote white-glove service, which brings the item to a room of your choice and removes the packaging.

Two clarifications that prevent nearly all disappointment here. White-glove service does not include assembly or installation unless your order explicitly says so in writing, and it never includes in-ground concrete work, electrical work, drilling, mounting, or anything requiring a licensed trade. Once white-glove or threshold service has been performed, that portion of your charge is non-refundable even if you later return the product—the labor was delivered as promised. If you want any of these upgrades, ask us for a quote before you order; we generally can't add them once a shipment is in transit.

Installation

We do not install. Basketball systems, goalposts, simulator enclosures, and similar equipment often benefit from professional installation, and several of our manufacturers maintain installer directories we are happy to share. Any installer you engage works for you directly, not for New Life Athlete, and we are not responsible for their work, scheduling, or pricing. Please also confirm your own permitting and utility-locate obligations before any in-ground work begins — that responsibility sits with the property owner.

5. Tracking Your Order

You will receive an order confirmation by email as soon as you place your order, confirming we have your order and payment authorization. When the item ships, you will receive a second email with the carrier name and tracking number, normally within twenty-four hours of the shipment leaving the facility. Please allow another twenty-four to forty-eight hours for the carrier's system to begin reporting movement — a tracking number that shows nothing on day one is completely normal and almost never a problem.

Freight shipments work differently. Rather than continuous parcel-style scans, you will typically see a pickup scan, possibly a terminal transfer, and then a call from the destination terminal to book your delivery appointment. Long quiet stretches in freight tracking are ordinary.

If you have not received tracking information within three business days after the lead time shown on your product page has elapsed, please contact us, and we will look into it. That is a reasonable time to ask, and we would rather hear from you than have you wondering.

6. Receiving a Freight Delivery

If your order ships by freight, this section is the most important one on the page. A few minutes of preparation prevents essentially every freight problem we see, and the ten seconds you spend on the delivery receipt determines whether a damage claim can be paid at all.

Give us a phone number you actually answer

The destination terminal calls you directly to schedule delivery. They do not call us. If the number on your order goes to voicemail, a disconnected line, or a phone you never check, your shipment sits at the terminal accruing storage charges that become your responsibility. Storage typically begins if a shipment cannot be scheduled and received within roughly forty-eight hours of reaching the destination terminal. One reachable phone number solves it.

Be there for the appointment you booked

An adult eighteen or older must be present to inspect and sign for freight. If the carrier arrives for a confirmed appointment and nobody is there, the shipment returns to the terminal, your delivery is delayed, and redelivery plus storage charges apply. If you need to reschedule, call the carrier as early as you can — they are generally accommodating with notice and inflexible without it.

Understand curbside, and arrange help in advance

Freight carriers deliver to the end of your driveway or the curb. That is the full scope of standard service. The driver is not obligated to enter your property, and asking them to move the item into a garage, a backyard, a side yard, or anywhere beyond the curb converts the delivery into inside delivery, which carries a fee that is passed through to you.

You are responsible for unloading. Most single-unit residential deliveries can use a liftgate to lower the shipment to ground level, but some larger portable units and multi-unit orders cannot; a liftgate only gets the freight to the ground—moving it from there is yours. Please have enough people and the right equipment ready before the truck arrives. Carriers allow roughly thirty minutes for unloading; beyond that, they bill a detention charge for the driver's time, and that charge is passed through as well. A basketball system can weigh over a thousand pounds across multiple cartons, so plan accordingly and ask us in advance if you are unsure what to expect.

Confirm your address before you order

Once a freight shipment leaves the origin dock, any change to the ship-to address triggers a reconsignment fee from the carrier. That fee applies regardless of the reason and regardless of distance — moving a delivery one block costs the same as moving it to another town. Please double-check your address at checkout.

Concealed damage

Sometimes damage is only visible after unpacking. If you discover concealed damage, or if a shipment was left without a signature, please report it to us within forty-eight hours of delivery. This deadline is not ours — it is the window freight carriers allow to file a claim, and once it closes, the claim closes with it.

We know many customers order equipment intending to install it weeks later, and we understand the temptation to leave the cartons sealed until then. Please do not. Open and inspect everything within forty-eight hours even if installation is months away. Reports made after that window generally cannot be claimed against the carrier, which means you may have to purchase a replacement. A short inspection on arrival protects you completely.

7. Parcel Deliveries, Damage, and Missing Items

Parcel shipments are more forgiving, but the same principle applies: inspect promptly and tell us quickly.

If a parcel arrives visibly damaged, photograph the outer box before opening it, then photograph the contents and the damage. Report it to us within seven days of delivery with your order number, photographs, and a short description, and we will arrange a replacement or refund at no cost to you. For recovery and therapy devices, please report shipping damage within forty-eight hours—carrier claims on those items must be filed quickly, and prompt reporting helps us resolve it without charging you.

If something is missing from your order, contact us within seven days of delivery with your order number and the item details, and we will ship the missing piece or refund it. On multi-carton orders, please check every carton before concluding something is absent; manufacturers frequently pack hardware and accessories inside larger components, and a surprising number of "missing parts" reports resolve themselves at the bottom of box three.

If tracking shows delivered but you do not have it

Start by confirming the address on your order was correct, then check the usual places — with neighbors, at a side or back door, in a garage, with building management or a concierge, and with anyone else at the address who may have brought it in. Carriers also occasionally scan a parcel as delivered a few hours before it physically arrives, so it is worth waiting until the end of the following day.

If it still hasn't arrived, contact us, and we will open a trace with the carrier. We will do everything we reasonably can, including pursuing a claim where one is available. We should be straightforward with you, though: where a carrier confirms delivery to the correct address and no claim is payable, we may not be able to replace the item at no charge. This is why we use signature confirmation on higher-value shipments and why an accurate, secure delivery address matters so much.

Address accuracy and refused deliveries

Please enter your shipping address carefully. We ship to the address you provide, and we are not responsible for orders sent to an address entered incorrectly. If a shipment is returned to us because of an address error, an unclaimed delivery, or a refusal without our authorization, we will contact you to arrange reshipment; the outbound and return carrier costs and any reship charges are your responsibility. On freight, those costs are substantial, so a moment's care at checkout is genuinely worth it.

8. Order Verification and Payment

We prepay all orders in full before shipping. We accept major credit cards and the digital wallets shown at checkout.

Because we sell high-value equipment, we flag some orders for verification before release—most often when the billing and shipping addresses differ, on unusually large orders, or when our payment processor raises a risk signal. If your order is flagged, we will contact you promptly, usually asking you to confirm a detail or two. Verification typically adds no more than one business day, and it protects you and your payment method as much as it protects us. We cancel and refund orders we can't verify.

9. Cancellations, Changes, and Returns

If you need to change or cancel an order, contact us immediately — timing determines everything here. Before an order enters production or leaves the facility, cancellation is usually straightforward and often free. Once a made-to-order product enters production, or once any shipment leaves the dock, the picture changes materially: manufacturer cancellation charges may apply, and after shipping, the order must be handled as a return under our Return & Refund Policy.

Made-to-order simulator products deserve a specific warning. Those items are built or sourced after you buy; cancellation terms include a percentage fee plus non-recoverable payment-processing costs, and the cancellation window is limited to roughly seven days from order. If you have doubts about a simulator purchase, please raise them within the first day or two, not the second week.

Full return terms, windows, restocking fees, warranty coverage, and the return authorization process are in our Return & Refund Policy, which controls all of those questions. In brief: you may return most items within thirty days of delivery — including simply because you changed your mind — with a shorter fourteen-day window on recovery and therapy devices and a small number of clearly identified non-returnable categories. Every return requires a Return Authorization number before you ship it back; return shipping is the customer's responsibility unless we made the error; and restocking fees vary by category and condition. Please read that policy before buying anything you are uncertain about.

10. Things Outside Our Control

We will always do our best, and there are limits to what we can promise. Delivery estimates on this page are estimates, not guarantees, and we are not liable for delays caused by weather, natural disasters, carrier network disruptions, labor actions, customs or regulatory holds, manufacturer or component shortages, utility and infrastructure failures, or other circumstances beyond our reasonable control. Our liability for any shipping issue is limited to the value of the affected products and their shipping charges; we are not liable for indirect or consequential losses such as installation labor you have booked, facility revenue, event costs, or lost time. Nothing in this section limits any right you hold under applicable U.S. federal or state consumer protection law.

We do commit to communication. If your order is delayed and we know about it, you will hear from us with the real reason and the best revised estimate we have.

11. Getting Help

A short conversation before you order prevents most delivery problems, and we would genuinely rather have it. If you are unsure whether your driveway will take a freight truck, whether an item needs a liftgate, how much help you should line up for unloading, or whether a date is realistic, just ask. You do not need an account, a login, or an order number to contact us with a question.

New Life Athlete is an online-only retailer and does not operate a public retail showroom, so please do not send returns or walk-in deliveries to any address associated with our business records. We issue return addresses with your Return Authorization, and they vary by manufacturer.

12. Changes to This Policy

We update this policy as our catalog, carriers, and fulfillment terms change. The version in effect for your order is the version published when you placed it, and the effective date at the top of this page tells you which that is. By completing a purchase on newlifeathlete.com, you agree to the shipping terms above.

Thank you for shopping with us. We appreciate it, and we take our responsibility to get your equipment to you seriously.

New Life Athlete — an authorized online reseller owned and operated by Renaissance Online Sales, LLC
EIN 41-4951719  •  support@newlifeathlete.com  •  760-229-1343  •  newlifeathlete.com
Online only — no public retail showroom. Hours 9:00 a.m. – 5:00 p.m. Pacific, Monday–Friday.

Related: Return & Refund Policy  •  Terms of Service  •  Privacy Policy