Offices
How do I know the status of my order?
Click here to check the status via WhatsApp with the order number. Quick and clear response.
I don't have the order number
For security reasons, order tracking is done solely by order number . This ensures that only the purchaser can access the information.
If you lost it, please email us at contacto@ilusfitness.com with your full name, email address used for the purchase, and estimated purchase date . We'll help you recover it and track the status of your order.
I want to change the address or delivery/pickup method
You can request a change of address or method (pickup/shipping) within the first 24 hours after your purchase by writing to us at contacto@ilusfitness.com .
This timeframe is crucial because orders are quickly processed and, once shipped or ready for pickup, modifications cannot be made .
We'll be happy to help if we still have time!
What are the delivery times?
- Metropolitan Region: between 4 and 10 business days
- Other regions of the country: between 5 and 15 business days
These times reflect normal processing and delivery times from our Quilicura warehouse.
📲 Want to know the current status of your order?
Check it via WhatsApp here with your order number to get tracking information.
Withdrawals
When do I choose delivery or pickup?
You can choose between shipping or pickup once you confirm your cart. This option can only be changed before starting the checkout process.
How do I withdraw my product?
Pickup is available starting 48 business hours after your purchase , whether made on the website or through assisted sales.
To coordinate it, you must schedule it in advance by writing to contacto@ilusfitness.com , indicating the day and time slot you prefer .
📍 Pickup address:
Av. Presidente Eduardo Frei Montalva Nº 9770, Bodega Nº30, Quilicura, Santiago.
🕐 Available times:
Monday to Friday
- 09:00 to 13:00 hrs.
- 2:00 PM to 4:00 PM
(No service on Saturdays, Sundays or holidays.)
🔒 Important: Items will not be delivered without a confirmed appointment. This allows us to properly prepare your order and provide you with prompt and efficient service.
What do I do if I can't attend on the agreed day?
If you are unable to attend the retreat on the scheduled date, please let us know in advance by writing to contacto@ilusfitness.com .
🗓️ We'd be happy to help you reschedule a new date that fits your availability.
✅ We greatly appreciate your prompt notification. This allows us to better organize deliveries and ensure your order is always ready for you when you come to pick it up.
Where is the withdrawal made?
President Eduardo Frei Montalva Avenue 9770, Warehouse 30, Quilicura, Santiago
Reference: Panamericana Norte and San Ignacio, northwest road, access to San Ignacio towards the west
See on Google Maps
What are the pickup times?
Withdrawals are made from Monday to Friday , at the following times:
- Morning: 9:00 a.m. to 1:00 p.m.
- Afternoon: 2:00 PM to 4:00 PM
📌 Important: No service on Saturdays, Sundays, or holidays.
Remember that all retreats must be scheduled in advance by writing to contacto@ilusfitness.com .
Payments
What payment methods do you accept?
On our website we accept payments with:
- Debit card
- Credit card
Both options are processed securely through Mercado Pago .
📌 Important: If you wish to pay by bank transfer , this is handled exclusively through personalized sales . To do so, please contact us via WhatsApp or complete the form at www.ilusfitness.com , and we will send you the corresponding bank details.
Can I pay in cash?
No, we do not currently accept cash payments .
All purchases must be made via debit or credit card (via Mercado Pago) on our website, or via bank transfer if you coordinate a personalized sale by writing to us via WhatsApp or through the contact form at www.ilusfitness.com .
Can I pay in installments?
Yes! Through Mercado Pago, you can pay in up to 12 installments with a credit card , directly from our website.
💳 The number of installments, interest rates, and terms will depend on the type of card and the issuing bank.
Do you offer other payment methods?
All our payments are processed exclusively through Mercado Pago , ensuring a secure and reliable transaction with debit and credit cards.
📌 If you are looking for an alternative such as bank transfer , this option is only available in cases of personalized sales .
Please contact us at contacto@ilusfitness.com or via WhatsApp , and we will be happy to assist you.
Is it safe to buy from www.ilusfitness.com?
Yes, purchasing from ilusfitness.com is completely safe.
Our store is built on Shopify , one of the world's most trusted e-commerce platforms, with SSL encryption to protect all your personal and payment information.
Additionally, all transactions are made through Mercado Pago , a system recognized for its high security in online payments.
🛡️ Your information is protected at all times.
The money was deducted, but I don't have a receipt. What should I do?
If you made a payment and did not receive a receipt or confirmation of your purchase, don't worry .
Write to us at contacto@ilusfitness.com or via WhatsApp with the transaction details (such as date, amount, payment method, and email address used), and our team will help you verify the payment status and validate the purchase as soon as possible .
💡 Please note that confirmations may sometimes take a few minutes to process depending on the bank or payment method used.
Exchanges and Returns
Can I return an item if I am not satisfied?
Yes. You can exercise your right of withdrawal within 10 days of receiving your order.
Who bears the return costs?
It depends on the reason. We evaluate each case to determine whether we will be responsible for the reshipping costs.
How do I request an exchange or return?
If you need to make an exchange or return, the process is simple:
Send an email to contacto@ilusfitness.com with your information, order number, and the reason for the exchange or return.
Our team will respond within 48 business hours with the next steps.
⚠️ Important: Please wait for our confirmation before shipping the product or visiting our warehouse. We want to ensure a quick and hassle-free solution.
Products and Warranty
Do the products have a warranty?
Yes, all our products come with a minimum legal warranty of six months . In many cases, the warranty period may be longer depending on the type of product or brand.
You can check all the details in our
👉 Terms of Service .
How do I request a product warranty?
If your product has a defect covered by the warranty, the process is as follows :
Send an email to contacto@ilusfitness.com with your information, order number, and a description of the problem. If possible, include photos or videos to help evaluate the situation.
Our team will review your request and respond within 48 business hours with the next steps.
How long does it take for them to respond?
We respond within 2 to 3 business days. Once you receive our response, the subsequent process varies depending on the case.
Assembly and Implementation Service
How do I request assembly or implementation service?
Fill out the form on the ILUS Fitness Contact page . We will contact you shortly.
What is the cost of the service?
It depends on the order, location, and complexity. Request your quote on the ILUS Fitness Contact page .
Do you offer assembly of equipment from other brands?
No. We only assemble ILUS Fitness products or those of our represented brands. Our own brand is ILUS Fitness . We also represent and distribute the following brands in Chile: Keiser, Freemotion Fitness, Booty Builder, DRAX, Exxentric, Atlantis Strength, Glute Builder, HydroMassage, Prime Fitness USA, Gymleco, The Occlusion Cuff , and PowerBlock .
Maintenance service
How do I request maintenance?
Complete the form on the ILUS Fitness Contact page . We'll respond within 24 business hours.
Do you carry products from other brands?
We only provide service for ILUS Fitness products or those of our represented brands. Our own brand is ILUS Fitness . We also represent brands in Chile such as Keiser, Freemotion Fitness, Booty Builder, DRAX, Exxentric, Atlantis Strength, Glute Builder, HydroMassage, Prime Fitness USA, Gymleco, The Occlusion Cuff , and PowerBlock .
How often is maintenance recommended?
For intensive use, we recommend at least once every 6 months.
Spare parts
How do I order spare parts?
Complete the form on the ILUS Fitness Contact page with a brief description. We'll respond within 24 business hours.
Do you sell spare parts for other brands?
We have spare parts for ILUS Fitness products or for our brands represented in Chile: Keiser, Freemotion Fitness, Booty Builder, DRAX, Exxentric, Atlantis Strength, Glute Builder, HydroMassage, Prime Fitness USA, Gymleco, The Occlusion Cuff and PowerBlock .
How often is maintenance recommended?
For intensive use, we recommend at least once every 6 months.
Manuals and Assembly Help
I need the assembly manual for a product
Some are available on the product page. If you can't find it, please request it from the ILUS Fitness Contact page .
I need help putting together a product
Request support by completing the form on the ILUS Fitness Contact page . We'll guide you step by step.
Consulting
How can I get a quote?
Fill out the form on the ILUS Fitness Contact page or contact us via WhatsApp. We're available 24/7 with virtual assistants, and if necessary, an advisor will contact you Monday through Friday from 9:00 a.m. to 6:00 p.m.
I need to speak to a salesperson directly.
Write to us on WhatsApp. Our virtual team is available 24/7, and we'll connect you with an agent who will assist you Monday through Friday, 9:00 a.m. to 6:00 p.m., if applicable.
I want to know more about a product (use, measurements, etc.)
Get advice via WhatsApp. We'll provide quick and clear advice. If necessary, a specialist will assist you.
Alliances and Sponsorships
I have a training center and I want to work with ILUS
Complete the form on the ILUS Fitness Contact page telling us about your proposal. We will respond shortly.
I am an athlete and I want to apply for a sponsorship.
Visit the ILUS Fitness Contact page and tell us about your discipline, social media, and how you'd like to collaborate. We'll review your application.
I want to contact the ILUS managers directly.
Complete the form on the ILUS Fitness Contact page with the details of your proposal. We will forward your message to the appropriate department.