Tunturi Support
Frequently Asked Questions

Is your question not among the frequently asked questions?

Did you encounter a malfunction? Is a part defective, broken, missing or do you want to purchase new parts? Please use our service platform.

[knop]REPORT PROBLEM[/knop]    [knop]PURCHASE PARTS[/knop]  

Note: we will first ask you to create a user account. This way, we can process your problem reports and purchasing orders for new parts as fast and safe as possible. When you report a problem, we require some additional information: serial number, date of purchase and optional attachments like a scan or photo of your purchase receipt, the defective product or part, et cetera.
 


For other questions or comments, please fill in our contact form.

1 Report problem & Purchase parts
1.1 Can I report my problem or malfunction to you, and where?

If you are a resident in the Netherlands, Belgium, Germany or Luxembourg, report your issue or malfunction via our service page. Create an account or sign in with your existing account. You will then directly see the service form. Always enter your serial number, date of purchase and the store where the product was purchased. Please describe the problem or malfunction as clearly as possible so that we can fix the problem quickly and appropriately, and you can make the most of your purchase again. 
 
If you are not a resident in the Netherlands, Belgium, Germany or Luxembourg, please refer to the reseller/dealer where you purchased your product. They are aware of the service procedure. 

1.2 I am missing a part. Can I order it through Tunturi?

If you are a resident in the Netherlands, Belgium, Germany or Luxembourg, you can report this via our service page.
 
Please note: always provide us with the model/product type and serial number so we can determine which part you need. 
 
If you are not a resident in the Netherlands, Belgium, Germany or Luxembourg, please refer to the reseller/dealer where you purchased your product. They are aware of the service procedure. 

1.3 Can I exchange or return a part?

If the part is unused and in its original packaging, it is possible to exchange or return the part. If this is not the case, it is unfortunately not possible to exchange or return the part. Once we receive the part you have sent, we will review the product and contact you as soon as possible. The return address is: Tunturi New Fitness B.V., De Steiger 89, 1351 AH Almere, The Netherlands. Please note that the return costs are not reimbursed. 

1.4 How do I pay for my part?

If you are a resident in the Netherlands, Belgium, Germany or Luxembourg, please visit our service page and log in. Don't have an account yet? Then you can easily create it. Click here. After logging in, click on Buy items. You can pay directly with iDeal, Paypal, or credit card.  
 
If you are not a resident in the Netherlands, Belgium, Germany or Luxembourg, please refer to the reseller/dealer where you purchased your product. They are aware of the service procedure. 

1.5 Where can I find my trainer's serial number?

You can find the serial number on the front of most guides. If this is not the case, you can also find the serial number on your trainer's big plastic caps. If you have a strength trainer, the serial number is indicated on the frame of the product/trainer itself. 

1.6 My serial number is not recognized when entering the number. What to do then?

You will receive the following message when filling in the form: No products were found with this serial number. Click here to sign in without serial number. Enter the serial number in the complaint description. 

1.7 When will the mechanic come to fix the problem or malfunction?

If you are a resident in the Netherlands, Belgium, Germany or Luxembourg, you will first receive a confirmation of receipt from our service partner, FSS Service. A plan proposal will then be submitted within 48 hours and is sent to the email address you provide. You need to confirm this so that action can be taken as soon as possible. 

If you are not a resident in the Netherlands, Belgium, Germany or Luxembourg, please refer to the reseller/dealer where you purchased your product.

1.8 I already have an older trainer with a defect. Is it worth repairing? Or, given the cost of assembly, is it better to buy a new trainer?

This depends on the size of the defect. To know the cost of a repair, we recommend that you request a quote through our service partner FSS Service. Please send an email to [email protected] and include the model/type and serial number of the product or trainer. This is important for a correct quotation.  

1.9 What information do I need to report a problem?

You'll always need your serial number, date of purchase, store of purchase and any photos. You can do this via our service page (link) by creating an account or by logging in with your existing account. This allows us to process your queries and orders faster and more securely. Did the login succeed? Then click Report Issue. You can find more information about reporting an issue here. 

1.10 Why a serial number?

We need a serial number so we can provide the right service for the product you have. Parts may vary by serial number series and to avoid delays in the service process, it is important to provide the correct serial number. After entering the correct serial number, your trainer will appear in the picture. If it matches your trainer, confirm this by checking the box. 

2 Technical assistance
2.1 Can I assemble the Tunturi trainers myself?

Yes, that's possible. Please read the manual carefully and follow the instructions as described. For certain actions, two people may be required. 

2.2 Why does my chest strap not work (well)?

First, make sure you have the right chest strap. If you have a chest strap with an analog frequency between 5.0 and 5.4 Khz, check your trainer's specifications to see if it has an analog heart rate strap connection.  
If you have a chest strap with Bluetooth connection, check the trainer's specifications if it has a Bluetooth heart rate strap connection. If there is a Yes, it can be linked directly to the trainer. If the text Yes, via app is included, the strap is not directly linked to the trainer, but via the Tunturi Routes app. 
 
Do you have the right chest strap? Then lightly moisten the chest strap with a damp cloth so that the signal can be passed on properly. Put on the chest strap so it can detect the heart rate and connect to your trainer or app. Without a heart rate detection, the connection is not possible.  
 
If your chest strap still doesn't work, replace the CR2032 button cell battery.  
 
Keep the chest strap in default, please go to (link) and press Report problem. Then create an account and fill out the service form. 

2.3 Why does the running mat of my hometrainer make a banging sound?

This is due to the oblique weld seam in the running mat. Here the material is slightly thicker so you can hear a banging sound when the material makes contact with the roller. This decreases over time and use of the device. Yet your hometrainer will never be completely silent. It will also be slightly worse in winter, as soon as it gets a bit colder. 

2.4 Should I lubricate my hometrainer?

For optimal use, lubricate the treadmill with our T-lube lubricant at least once a year. It is available from our product page (link search term T-lube). Go to Buy online to place the order.  
 
Has the T-lube been delivered? Watch the tutorial on our YouTube page. 

2.5 The hometrainer has been lubricated according to the manual. The tire continues to have issues, what should I do?

If the tire of the hometrainer continues to fail, you need to tighten the mat. Watch our tutorial video for a comprehensive and clear explanation. 

2.6 What do the error messages on my trainer's display mean?

For several error messages, we have a list of error codes in our guides. These can be found on our service page (link). If this is not the solution, go back to our service page and click on Report issue. We will contact you as soon as possible to resolve the issue.  

2.7 Can my faulty display be repaired?

This is often very tricky. However, we can find out exactly what the problem is. You can already do a check yourself by looking at the connection. Contact spray can also help solve the problem. If the problems persist, complete the service form via (link) and click Report issue. It is important that you include the correct serial number, date of purchase, and store of purchase. Don't forget to describe the problem as clearly as possible in the complaint description, and we will then be able to determine the follow-up steps. 

2.8 My display stops working, what can I do?

Make sure the connection is properly connected to the display and contact source. You can also use contact spray if necessary. If the problems persist, complete the service form and click Report issue. It is important that you include the correct serial number, date of purchase, and store of purchase. Don't forget to mention the problem as clearly as possible in the complaint description, we can then determine the follow-up steps. 

2.9 My app doesn't seem to work on the trainer; what now?

Make sure your trainer has Bluetooth and that the app can be connected to it. If this is possible, make sure you connect it to the trainer in the Tunturi Routes app. The trainer's Bluetooth module is always ready to connect. Don't try to connect the trainer directly to your phone. For a more detailed explanation, see our tutorial video on connecting Tunturi Routes to a trainer via (link) 
If this doesn't work out either, go to our service page (link), click Report issue and complete the service form. It is important to include the correct serial number, date and store of purchase. Don't forget to describe the problem as clearly as possible in the complaint description, and we will then be able to determine the follow-up steps. 

2.10 Does Zwift also allow automatic resistance adjustments on slopes?

No. The device does have a connection but the resistance itself needs to be adjusted manually.  

2.11 I want to try to fix the trainer myself. Can Tunturi assist me in that process?

No. However, we have instructions in the accompanying guides that you can follow. You can also find your trainer's manuals online via our website (link). For additional information, see our YouTube tutorial videos via (link). 

2.12 My crosstrainer beeps, can you help me?

First, carefully check all the connections of the device. You can check and tighten the screws again just to be sure. With a front driven crosstrainer, it is necessary to clean and grease the wheels and rail well with the included lubricant. To lubricate the rail, follow the instruction video. Is there no lubricant included with your crosstrainer? Contact us by going to Report problem and filling out the service form. NOTE: Do not use any other means as this may affect the rubber wheels. 

2.13 What is the best way to replace the water and keep my rowing machine clean?

The water won't run out because it is in a closed container. To keep the water clean, you need to add a special chlorine tablet to the water at least once a year. This prevents pollution and algae formation. Never use any other type of chlorine tablet, for example the ones that are used for swimming pools. This will cause serious damage. Check out our instructions via (link) on how best to replace the water in the container.  

2.14 When I adjust the resistance, I hear a sound on the inside.

This is normal, the servo motor will turn and pull a cable. 

3 General use
3.1 Can I use my Tunturi trainer to do a heart rate controlled workout?

Yes, you can! Many Tunturi trainers have heart rate controlled programs. This means you can set a target heart rate. If you go above that heart rate, the resistance goes down. If you're under the target heart rate, the resistance goes up. This is visible on your trainer's display. Also, many of our trainers have the option to connect a chest strap. This ensures accurate heart rate monitoring.  
 
All our trainers, except rowing trainers, are equipped with handles that automatically measure and record heart rate pulses during a workout. This is visible on the device's display.  

3.2 Which heart rate strap can I use on my Tunturi trainer?

Most trainers can be paired with an analog 5 - 5.4 kHz band. Check the specifications to see if your trainer has an analog heart rate strap connection (5 - 5.4 kHz).  
 
Bluetooth trainers can be paired directly or via an app like Tunturi Routes with a Bluetooth 4.0 or BLE heart rate strap (link). Check the specifications in your trainer's manual to see if it can be paired with a Bluetooth heart rate strap. If it is directly linked to the trainer, there will be a check mark. If it needs to be linked via an app like Tunturi Routes, it will say Yes, via app. 

3.3 Why is heartrate controlled training so important?

By doing so, potential training goals can be achieved faster and more effectively, such as improving your fitness and/or achieving weight loss. This form of training is not only effective, but can also be important to help you keep track of your progress and adapt your workouts to it. 

4 Warranty
4.1 My trainer wasn't bought from an official Tunturi dealer. Do I still have a guarantee?

This may vary by situation. We have a more detailed explanation of this on our website. Click Warranty & Delivery at the top left of the menu. 

4.2 How many years of warranty will I get on a Tunturi trainer?

This may vary by country. We have a more detailed explanation of this on our website. Click Warranty & Delivery at the top left of the menu. 
 
This applies only to residents of the Benelux and Germany, for other countries please refer to the reseller/dealer where you purchased your product. They can inform you about the warranty term in your country. 

 

5 Product information
5.1 What's the difference between a front and rear powered crosstrainer?

The movement of a front driven crosstrainer is flatter and can be more comfortable than a rear driven crosstrainer. The front driven crosstrainer also has a longer stroke length, approximately 50 cm. This is less stressful for the knees and joints. The effect of this is more relaxing and comfortable. 

The rear driven crosstrainer is more intensive and has a larger incline. The rear driven crosstrainers have a shorter stroke length, approximately 40 cm. This ensures more intense movement and is therefore highly recommended for intense workouts. The effects on the cardiovascular system are almost the same for both types of crosstrainers. Click here to learn more about our crosstrainers. 

5.2 Where can I find more user info about my trainer?

On the website, find your trainer using the search bar by entering the product number. At the top of your trainer's page, you'll find a link to the guides where you can get all the information about your trainer. If you scroll further down, you'll find more product information and specifications. 

5.3 Where can I find the maximum user weight of a trainer?

On our website, you can see the specifications under the product header. Most power products have what is called a maximum load capacity. This can be found in the first image of the product on our website. 

5.4 Where can I find the maximum user length of a trainer?

Our website allows you to search for your trainer at the top right corner. Find your product and then scroll down. Here you will find a downloadable guide and specifications of the product itself. 

5.5 Can I buy a trainer from Tunturi as a consumer?

We have several partners and outlets selling our devices. This can be done online as well as in a physical store near you. For the online outlets, click here. For stores near you, click here.  

5.6 I want to buy a cardio device. What are the key points I should pay attention to when buying a device?

What are your training goals? Would you like to burn more fat, get in a better shape, strengthen your muscles, or all of these? For example, if you want to strengthen your muscles, we recommend a rowing machine. With high resistance, you will have an intensive and muscle-strengthening workout. If you want to improve your fitness or burn fat, you can do so with almost every product within the Tunturi range and of course with our Tunturi Routes app. 

It is also important that you find out which movements or type of product you like most. Make sure you choose a device that suits you best. This allows you to sustain workouts for longer periods and to reach your training goals sooner. You can also be informed by one of our partners in your area. It's also possible to view our devices in real life and it might help you make the right choice. 

Decide what you prefer when it comes to a simple display with a manual resistance acceleration or a more advanced monitor with pre-programmed training and programs. For example, trainers that can be paired with Bluetooth to Tunturi Routes also make your workouts more fun and challenging. 

Certainly not unimportant: what's your budget? What do you want to spend on a trainer and what do you want to do with it? 

It's also good to look at the space itself. Does the trainer fit the space you have in mind for it? Is it going to be too tight to move? Can you work out safely and store the equipment? 

5.7 How can I compare the current collection of Tunturi trainers?

Our website makes it easy to compare our Tunturi products by category. 

For cardio: click here. Select the desired category. Click the compare button and select two products you'd like to compare. You can compare up to two products at the same time. 

For strength: click here. Select the desired category. Click the compare button and select two products you'd like to compare. You can compare up to two products at the same time. 

5.8 Are the prices on the website fixed retail prices?

No, prices may vary due to market conditions and different countries, for example. In addition, providers do not need to follow these prices as they are only retail prices. 

5.9 Can I also check the trainers on your website somewhere in real life before making a purchase?

Yes, you can! Many of our retailers have a showroom with Tunturi products. However, we recommend calling in advance to avoid disappointments. Look for stores near you. 

Is your question not among the frequently asked questions?

Did you encounter a malfunction? Is a part defective, broken, missing or do you want to purchase new parts? Please use our service platform.

     

Note: we will first ask you to create a user account. This way, we can process your problem reports and purchasing orders for new parts as fast and safe as possible. When you report a problem, we require some additional information: serial number, date of purchase and optional attachments like a scan or photo of your purchase receipt, the defective product or part, et cetera.
 


For other questions or comments, please fill in our contact form.

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