These FAQs aim to provide you with quick answers to the most commonly asked questions, in hopes of saving you the need to contact us. Our phones have been exceptionally busy since the start of the pandemic, but rest assured, we are doing our best to work through our wait list. We update this information regularly.
Please read the FAQs below prior to contacting us. If you need to contact us outside these hours, please use Chat (if available from the website) or email. If you do need to call us, please note our customer service phone hours: Monday–Friday, 9:30 a.m–4 p.m. ET.
Please note that our US office will be closed Thursday, November 26 and Friday, November 27, in observance of the Thanksgiving holiday.
- Signing up for the wait list
- Ordering and payment
- Order status and shipping
- Other suppliers/resellers
RowErg, BikeErg and SkiErg Wait List and Availability
Signing up for the Wait List
Q: How long will I have to wait to be able to place my order once I sign up for the wait list?
A: You will find estimated wait times for new sign-ups on the wait list page. Please sign up on the wait list for better estimates and regular updates. If you had previously signed up, the weekly email updates you receive will provide you with the most current estimates available.
Q: Why is there a backlog?
A: After a 6-week shutdown in March and April 2020 due to the pandemic, we’re still catching up to the high demand for our product. We are currently manufacturing equipment and shipping from Morrisville, Vermont.
Q: I signed up for the Model E or Dynamic; why am I receiving an update about the Model D?
A: Our timelines for the Model E and Dynamic RowErgs are uncertain. We‘re sending updates for the black Model D in case you’d like to purchase the first available type of RowErg instead. For most people, the Model D provides everything you need.
Q: I received an invitation to buy a Model D, but I want to wait for the Model E, Dynamic or gray Model D. What should I do?
A: You can ignore the Model D invitation to buy email and remain on the wait list if you are not interested in purchasing a Model D. We will notify you by email regarding the availability of the Model E, Dynamic, or gray Model D as long as you stay on the wait list.
Q: What if I need to add or change products on my wait list request?
A: You can come back and submit a request for additional types of products. If you need a larger quantity or wish to be removed for a particular item, please contact us. Please note your sign-up date is per item, so you may end up being able to order different items at different times.
Q: Is there a wait list for spare parts or accessories?
A: No. You can order online or call us at 800.245.5676. If the items you’re looking for are not online, our team can confirm the best known ship date when you call. Supplies are limited.
Ordering and Payment
Q: How will I know when it’s time for me to order?
A: When product is available for you to order, you will receive a separate email with instructions on how to place your order. In the meantime, we will continue to send regular emails to everyone on the wait list with the status of product availability.
Q: My weekly email update says something like, “9–10 weeks” for when I’ll be able to order, but it’s long past that time since I signed up. What should I do?
A: That means you most likely missed the invitation to order email on a prior date. Please search your entire email—spam, deleted items, promotions tab, updates tab, everywhere—by entering firstname.lastname@example.org, in the search field and look for a subject line that is not the weekly update.
Q: Can I pre-order or pay now?
A: No. When stock is available for you to order, we will email you with instructions on how to place your order.
Order Status and Shipping
Q: How can I find out my order status?
A: If you placed your order online, log in to the Concept2 Shop, go to My Account > My Orders and click the Order reference code for the order you’d like to view. If at any time you need to contact us regarding order status, please have your order number available.
Q: How quickly are orders shipping once placed? How long is transit time?
A: We are shipping orders from Vermont within 5 business days of receipt. Transit times vary; please see our website for more information. There are some disruptions in the carrier network; delivery times are only estimates.
Q. Will I receive my order by Christmas?
A: We are processing orders as quickly as possible, but due to high volume and potential delays in the carrier networks, we cannot guarantee delivery by Christmas. You can download a gift acknowledgement from our Looking Ahead to the Holidays blog post while we work hard to get your order to you. Concept2 cannot be held responsible for shipment delays after your order has left our facility in Vermont.
Q: I got the order confirmation, but I have not yet received my shipment tracking information. Why not?
A: That’s not unusual. Once we process your order, it may take a couple days to get into the shipping system. Please wait another day or two before contacting us.
Q: I got the tracking information, but my package hasn’t gone anywhere!
A: That's not unusual. Your order may be scanned into the UPS or FedEx system before it starts moving. Please wait another day or two and check your tracking again before contacting us.
Q: Can I ship to a freight forwarder or have a friend in the US export the equipment once I get the notice to order?
A: If you are shipping to a freight forwarder, friend, or other export service company, please do not sign up on the US/Canada wait list. To prevent any delay in ordering, please email C2global@concept2.com to be placed on the international wait list. There are a few additional steps required for equipment with final destinations outside of the US.
Q: Can I come to the office to pick up an order when they are available again?
A: The Concept2 office and warehouse will remain closed to outside visitors for the foreseeable future. Orders are not be available for pick-up until further notice.
Q: Can I order oars?
A: Yes. Concept2 is currently producing oars and sculls. Please call 877.887.8053 to discuss your order or email email@example.com.
Q: Where else can I buy Concept2 equipment in the US or Canada?
A: Concept2 ships directly to customers throughout the US and Canada. In addition, you may find products available at some of our resellers.
- Rogue Fitness has a notification list and may have limited quantities available from time to time.
- Amazon may have limited quantities available from time to time.
- Regional resellers may have limited inventory available. If you have someone in your area whom you know to carry Concept2, please contact them directly.
If you choose to buy through one of those retailers, we will support all warranties and questions you may have.
Please be aware that there are scams and fraudulent offers for Concept2 equipment. If you see ads or a website with a “too good to be true” offer, or even if it seems at all suspicious, please feel free to check with us to find out if the offer is legitimate.
Q: I found someone listing Concept2 equipment for sale with a promised availability date. Is that date accurate?
A: We work with a limited number of resellers in the US and Canada. At this time, we have not promised delivery dates to our resellers. If you have found a deal that sounds “too good to be true” in terms of price or promised ship date, feel free to contact us to confirm. Scam websites do exist.