Frequently Asked Questions
Orders & Purchases
What if I receive a product and want to return it?
What if I receive a product and want to return it?
Please contact our after-sales staff：contact@walkingpad.com when you encounter problems. If you want to know more about the return, here is the return policy : Click Here,
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
Where can I purchase a Walkingpad replacement (parts)?
Where can I purchase a Walkingpad replacement (parts)?
If you need replacement (parts), you can contact our customer service for details: contact@walkingpad.com.
What payment methods can be used to purchase a Walkingpad?
What payment methods can be used to purchase a Walkingpad?
Paypal, We accept all major credit: Visa, Mastercard, American Express, Discover, Diners Club, Diners Club, Apple Pay, Meta Pay, Google Pay, Shop Pay, Maestro, UnionPay, Paypal and Klarna in the US.
Are there taxes charged when purchasing a Walkingpad?
Are there taxes charged when purchasing a Walkingpad?
We charge sale tax for certain places.
Returns & Exchange
What is your return policy?
What is your return policy?
We offer a hassle-free return policy within a specified period of time. If you are not satisfied with your purchase, you can return the item for a refund or exchange. Please refer to our return policy page for detailed instructions.
How do I initiate a return?
How do I initiate a return?
To initiate a return, please contact our customer service team within the return period. They will provide you with a return authorization number and instructions on how to return the item.
Who pays for return shipping?
Who pays for return shipping?
The cost of return shipping may vary depending on the reason for the return. In some cases, we may cover the return shipping costs, while in others, you may be responsible for the expense. Check our return policy for specific details.
How long does it take to process a return?
How long does it take to process a return?
Once we receive your returned item, it typically takes a few business days to process the return. Once processed, a refund will be issued to your original payment method or an exchange will be sent out as requested.
"Can I return a used item?
"Can I return a used item?
In general, items must be in new and unused condition to be eligible for return. However, there may be some exceptions depending on the product and the reason for the return. Contact our customer service team for more information.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
The shipping time depends on various factors such as your location, the shipping method chosen, and the availability of the product. The processing time varies depending on the number of orders. Generally, under normal daily sales circumstances, it takes us 1 to 2 days to process an order, and the shipping time is typically 3 to 5 days. If it's during promotional periods like Black Friday, the order processing time will usually be a bit longer.
Do you offer free shipping?
Do you offer free shipping?
We offer free shipping for items over $100, which means that if you purchase fitness equipment on our website, such as treadmills, rowing machines, they are completely free of shipping charges.
Can I track my shipment?
Can I track my shipment?
Yes, once your order has been shipped, you will receive a tracking number via email. You can use this number to track the progress of your shipment on the shipping carrier's website.If you have purchased multiple items, they will usually be split into several packages. Please be patient and wait for the packages to arrive one after another.
About Products
Where can I download the app?
Where can I download the app?
You can find the KS Fit APP on both Google Play store and Apple APP store.
How to register the app?
How to register the app?
Please download the KS Fit APP from google play store or Apple APP store.
Before registering the APP, please change the country into yours on the homepage of the APP. Because phone number registeration is only available for Chinese users. Oversea customers should register with emails.
What's the battery type for the remote?
What's the battery type for the remote?
The battery type of the remote control (C2/A1 Pro/R1 Pro/R2/Z1): 1 x CR2032 Cell Battery.
The battery type of the remote control (P1/C1): 2 x AAA batteries.
Does the WalkingPad models have incline or decine?
Does the WalkingPad models have incline or decine?
Currently, our WalkingPad models do not feature incline or decline. However, we already have a prototype with incline capability in internal testing, and we believe it will be available in the near future—stay tuned!
Three modes: ‘Standby’ ‘M mode’ ‘A mode’, What do they stand for?
Three modes: ‘Standby’ ‘M mode’ ‘A mode’, What do they stand for?
1. "Standby" means sleep mode while not walking.
2. "M" means modified speed.
3. "A" means automatic speed
You can switch between the 3 modes with the remote control.
How to use ’A‘ mode?
How to use ’A‘ mode?
All walking treadmill has the "A" / Automatic Mode.
Light of the automatic mode is on; Speed is automatically controlled by intelligent algorithm.
It follows the speed of walking.
*For R Series ( R1/R2 ), please put down the handrail first. Then you can switch to auto mode.
The start-up requires the customer to stand at the head part of the treadmill belt before the machine runs. The head section of the walking belt is acceleration, the middle section is constant speed, and the rear section is stop.
Because there are sensors on the walking machine, if the customer has a very soft mat, the sensor's induction will cause the novice mode to pass, and the solution will remove the mat. (If the ground is uneven, this will happen, you need the customer to put the machine on the ground)
What is the difference between Walkingpad A1 and Walkingpad P1?
What is the difference between Walkingpad A1 and Walkingpad P1?
WalkingPad P1/C1 works with KS Fit app and a display remote control. Doesn't have LED display on the machine head cover;
WalkingPad A1: no data is displayed on the remote control; the display is LED display on the machine head cover.
Repairs
How to solve the black screen when booting the machine?
How to solve the black screen when booting the machine?
1. If the screen is black. Please check if the switch is turned on.
2. If the white light is on but the screen is black. Please try to replace another power cable or plug.
The device can't connect to the app, the device wifi flashes fast.
The device can't connect to the app, the device wifi flashes fast.
If the wifi light flashes fast. can't find the device and the network timed out. Please follow this method: Press the big button on the right side of the machine and press it twice. 3s pause in the middle.
At this time, the wifi light becomes slower and then restarts. You can reconnect the device (press 3s to pause for 1s and then press 3s and then turn off the power)
What to do when it displays "SAFE" on the screen?
What to do when it displays "SAFE" on the screen?
Please check if you have plugged the red safety key into the handrail. It's designed for protection. When the safety key is not plugged in, the machine will turn into safe mode.
What should I do if the machine shows an error code?
What should I do if the machine shows an error code?
1. If the WalkingPad prompts codes start with "E". It may be caused by the transportation. Please power off the treadmill for about 10 minutes, and then restart, the code may disappear.
2. If you followed the step 1 method but the code still happening.
E01 means drive communication error;E02 means motor abnormality;E05 means overcurrent protection;E06 means motor protection;E08 means sensor error.
For these codes issues, please contact with our support for help.
3. If the WalkingPad prompts E10 or E11, don't worry, it will automatically resume after the countdown.
What should I do if the machine screen displays "press" or "rest"?
What should I do if the machine screen displays "press" or "rest"?
1. For "press", please press the remote control's function key to press and exit.
2, For "rest". The technician suggests that do not use it for more than 1 hour(for walking machine)/2 hours each time(for running machine). The machine will stop automatically after a long time of use.
This is helpful in extending the lifetime of the machine, not a malfunction problem. Please do not worry.
Just switch the machine off, let it cool down for half an hour, then switch it on again and keep using.
What should I do if the machine has an abnormal noise?
What should I do if the machine has an abnormal noise?
1. If a slam noise. You may place a treadmill floor mat under the WalkingPad.
2. If Motor carbon brush whistling (very sharp metal whistling sound), front / rear drum abnormal sound.
If this situation continues for a couple of days, please contact out support for maintenance.
3. If the motor cover grinding to the walking belt: magnetic friction sound, please contact out support for maintenance.
4. If other abnormal sounds. It needs to be judged and processed according to a detail description or video attachment, please report to our support.
What if the remote control doesn not work?
What if the remote control doesn not work?
1. can not be used. You need to match the machine and the remote control first. When the power is turned on, a white progress bar appears. Press the remote control's conversion button 5-8 times to match the success. After successful, it will automatically switch the mode.
2. The match is not successful. If it does not match, check if the battery is installed correctly. If it is correct, you need to send a new remote control according to the machine condition. If the code needs to be returned to the factory for repair.