Your Questions Answered: Our Most Common Service & Product Queries

Every day, we hear so many interesting and unexpected questions from customers in-store, online and over the phone. Do I need to assemble the product myself? What's the difference between a 'commercial grade' machine and home machines? And how do I go about picking up bulky items?

Recently, we spoke to our customer service team about some of the customer queries they hear regularly. While our team is always here to provide answers, we've collected some of these questions here to better assist you in your shopping experience.

Service Questions

1. Are you the same Lifespan Fitness as the one based in the US?
   One interesting question we sometimes get is about a similarly named US fitness equipment company called LifeSpan. It's definitely unfortunate that we've ended up with near-identical monikers, but rest assured that Lifespan Fitness is 100% Australian-owned and operated. Our head office and main warehouse is right here in Melbourne, and all our equipment, warranties and technicians are local to Australia.
2. Do you do servicing call outs?
   Yes, we can absolutely organise a service call-out for repairs or replacement of parts. We know how frustrating small repairs like this can be, so our team can help organise a technician to come out to you. We'll walk you through the process and make it as easy as possible.
3. Do I Need to Assemble the Product Myself?
   We've probably all got trauma from hours spent on intractable IKEA flatpacks, so we understand the concern some customers have about assembly of larger items. While every product is different, most of our products will come at least 90% pre-assembled out of the box, with minor setup required. Others, such as our infrared sauna range, have an assembly that is nearly completely toolless, with simple locking systems that allow all parts to click into place.
4. Will someone help me load my item into the car?
   Yes, our team can give you a hand loading your order into your car when you pick it up. Just a heads up regarding your vehicle. It's a good idea to double check that your car can actually fit everything you're picking up. Every now and then, we'll get someone rocking up in a tiny hatchback thinking it'll fit a home gym. You don't necessarily need to have a heavy-duty van (in fact, your car is probably fine for most items), but if you're ever unsure, feel free to check with us before your pickup. And for heavier items, bringing a buddy along is always a good idea since our staff can only do so much under safety rules.
5. Do you have a direct line to the showroom store?
   We don't have direct numbers for each showroom, but our customer service team can connect you with the right store or staff member to help you out.

Product Questions

1. What's the difference between the commercial grade and other machines?
At Lifespan Fitness, we stock both commercial grade and standard home fitness machines. However, which is right for you can depend on a number of things.

Studio (Commercial-Grade)

• Built for high-traffic environments like studios, physio clinics and gyms.
• Reinforced frames, premium hardware and longer-lasting materials designed to handle multiple daily sessions.
• Accommodates a wider variety of body types, heights and sizes. Great for taller or heavier users.
• Ideal for professionals or serious home users who want top-tier performance and longevity.

Home Machines

• Designed for personal, lower-frequency use.
• Still high-quality, but without the unnecessary bulk of a commercial machine that would be overly cumbersome in a home gym. For more homes, that extra strength isn't necessary if it suits the users in your household.
• More compact and often easier to move or store.
• Perfect for regular home workouts.

2. Do you have any classes or apps for your Reformer Pilates machines?
While we don't currently offer our own live classes or a subscription-based platform, we do have a range of instructional videos, featuring guided beginner, intermediate and advanced Pilates workouts.

3. What is your most popular treadmill/spin bike/cross trainer?
We get this question a lot. The honest answer is: it depends on how you plan to use it. Here's a quick guide based on popular use cases:

Treadmills

• For Walking / Standing Desks:
  Walking Pad - compact, quiet, perfect for under-desk movement or casual walking at home.
• For Light Jogging & General Fitness:
  Pursuit 3 - foldable, user-friendly and ideal for everyday cardio workouts.
• For Running & Race Training:
  Apex Smart Treadmill - powerful motor, spacious running deck and incline options for serious runners.

Spin Bikes

• For Casual Riders / Home Cardio:
  SP-460 - smooth and compact with manual resistance, great for beginners or space-conscious users.
• For High-Intensity Training / Zwift & App Integration:
  EXER-80 Smart - advanced resistance, preset workout programs and compatible with popular training apps like Zwift and Kinomap.

Cross Trainers

• For Low-Impact Full-Body Workouts:
  X-22 Cross Trainer - rear-drive system, silent magnetic resistance and a sturdy build that supports smooth, joint-friendly motion.

4. Do the spin bikes automatically change resistance when using Zwift/Kinomap/FitLink?
This will depend. Some smart spin bikes, like the EXER-80 Smart, have automatic resistance changes that sync directly with apps like Zwift, Kinomap and FitLink. This means the bike can increase or decrease resistance automatically based on the virtual terrain or workout program, creating an immersive and effective training experience. Other models with manual resistance controls require you to adjust the resistance yourself. These bikes still track your cadence and speed but don't change resistance automatically.

Conclusion

We hope this guide has answered some of your top questions about Lifespan Fitness products and services. Our team is always ready to help you find the right equipment to support your fitness journey and provide expert advice.

If you have any more questions or need personalised assistance, please feel free to contact our team anytime.