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.
- Signing up for the wait list
- Model D and Model E RowErg Product Changes
- 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: What products are being sold through the wait list?
A: The RowErg, BikeErg and Dynamic RowErg are all being sold to customers who sign up on the wait list. The SkiErg is available for direct purchase on our online shop for customers in the US and Canada.
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: 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.
Model D and Model E RowErg™ Product Changes
Q: What is the RowErg?
A: We started using the name RowErg in 2019 when talking about our indoor rowers. All of our exercise machines are technically ergometers, or “ergs” for short, because they actually measure the work that you are doing. The name RowErg aligns better with our family of training machines, the SkiErg and the BikeErg. The RowErg with standard legs, which gives a 14” seat height, is what we formerly called the Model D.
Q: Are you still making the Model D and Model E?
A: Starting in May 2021, we will be streamlining our product line by offering two height options for our popular RowErg. The RowErg with standard legs (14” seat height) is the Model D. As we make this transition, the monorail graphics will eventually be updated to reflect the new name.
The RowErg with tall legs places the seat 20” from the floor, which some people prefer. The RowErg with tall legs replaces the Model E, which has been discontinued. Both options will now be available in black only.
Learn more about the RowErg >
Q: How do I get on the wait list for the RowErg?
A: You can sign up on the wait list now for the RowErg in either height option.
Q: I signed up for a Model E on the wait list. Do I need to change anything?
A: You do not need to change or confirm your wait list request if you signed up for the Model E. The Model E is discontinued. The RowErg with tall legs is the replacement.If the RowErg with tall legs is not available when you receive your invitation to buy, you will have two options:
- You can order the RowErg with standard legs (14” seat height). A Tall Legs Retrofit Kit will be available to purchase later this year to convert to the 20" seat height.
- You can wait and order the RowErg with tall legs (20” seat height) once it is available. When production begins, the RowErg with tall legs will be offered in order of the wait list. If you decide to wait, you don’t need to do anything at this time.
Q: What should I do if I’m on the wait list for a Model D?
A: If you signed up for the Model D on the wait list, you don’t need to do or change anything. When we reach your name on the wait list, you’ll be offered a chance to buy a RowErg with standard legs (the new name for the Model D).
Q: When will the RowErg with tall legs be available to order?
A: We are anticipating the RowErg with tall legs will be available for wait list orders starting sometime in May. The Tall Legs Retrofit Kit will be available to order sometime later this year.
Q: When will the Tall Legs Retrofit Kit be available to order? Is there a wait list for the Tall Legs Retrofit Kit?
A: We anticipate the Tall Legs Retrofit Kit will be available to order on our site later this year. The product cost will be $180.00. This kit will raise the standard Model D or Model C to a 20” seat height. There is no wait list for this Kit.
Q: What are the plans for the gray Model D and gray Model E?
A: As part of streamlining our product line, we have discontinued the gray Model D and gray Model E Indoor Rowers. When you receive your invitation to buy, you will have be able to purchase a black RowErg, with either the standard or tall leg option. If you have been waiting for a gray machine, we are sorry but we will not be able to fill that request. Please contact us for assistance buying a black RowErg.
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 email@example.com, in the search field and look for a subject line that is not the weekly update.
Q: Can I buy or sell the purchase link that allows me to place an order?
A: The purchase link is intended for individual use only by the person to whom Concept2 sent the link. It is not intended for resale. If we find that purchasing information has been sold or shared for commercial purposes, or that an individual is otherwise abusing the wait list, Concept2 reserves the right to expire those links. Concept2 also reserves the right to cancel orders placed using such links. Concept2 will not be held responsible for any transactional problems you may experience when buying equipment or wait list "spots" from third-party sellers.
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.
Q: Does Concept2 offer financing or payment plans?
A: We do not. Accepted forms of payment are: VISA, Mastercard, American Express and Discover.
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: 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 firstname.lastname@example.org.
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.