The FIRM® Customer Service
Below you'll find quick answers to the most frequently asked questions, as well as contact information for our customer service team.

To Contact Customer Service:

CustomerService@FIRMDirect.com
8:00 AM to 10:00 PM Eastern Time Monday-Friday
Customer Service is closed on Holidays


 
The FIRM Express FAQ's
 
The Firm WAVE FAQ's
 
The Firm Believer's Web Club FAQ's
 
FIRM DVD Club FAQ's
 
WAVE Speed Slimming System Deluxe Upgrade FAQ's
 
The Firm General FAQ's
 
 
The FIRM Express FAQ's


What is The FIRM Express™ Get Thin in 30?

The FIRM Express™ is a total body exercise system featuring 13 all-new super-effective programs led by 5 FIRM Master Instructors. The secret of the The FIRM Express's great results is a new ultra-efficient and effective technique called Mini Bursts.

You can do anything for 8 seconds, right? Our Mini bursts are a mere 8 seconds of higher intensity activity, followed by 12 seconds of recovery. As short as 8 seconds may sound, you WILL need that recovery! And then, we do it 3 more times! It seems too simple to work, but it does! The addition of Mini Bursts to the proven FIRM method can burn up to 9 times more fat than traditional cardio.

With Express, The FIRM has figured out a way to work out less and get faster results. The FIRM Express 30-Day system consists of four cycles specifically sequenced to optimize weight loss in just 30 short days! In 30 days you will see amazing results.  Each workout is only 20 minutes. No matter how busy your life is you can fit 20 minutes into any day. And for those with more time you can combine several workouts and get even faster results. We're sure you will find new ways to combine these workouts that we haven't even thought of yet!

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What is included with The FIRM Express?

The FIRM Express is a complete exercise system which includes 12 ALL-NEW DVDs, a 30-day Fitness Guide featuring a mix and match meal plan, workout calendar, and more, a 4-Day Kick Start Guide, BONUS DVD and FREE 30 day VIP web club membership. Here are the complete contents:

  • Cycle 1 IGNITE (3 DVDs)
    • Cardio
    • Sculpt
    • Cardio + Sculpt
  • Cycle 2 ACCELERATE (3 DVDs)
    • Cardio
    • Sculpt
    • Cardio + Sculpt
  • Cycle 3 TURBOCHARGE (3 DVDs)
    • Cardio
    • Sculpt
    • Cardio + Sculpt
  • Cycle 4 OVERDRIVE (3 DVDs)
    • Cardio
    • Sculpt
    • Cardio + Sculpt
  • 30-Day Fitness Guide
  • 4-Day Kick Start Plan
  • 30-Day VIP Web Club Membership FREE
  • Kick Start Your Metabolism (1 DVD w/ 2 Programs) FREE
    • Pump It up!
    • Shortcut to Flat Abs

 

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How much does The FIRM Express system cost?

The FIRM Express is being offered today for just 3 payments of $29.99 (total of $89.97 plus S&H). Web club members receive a 10% discount as a benefit of their membership and pay 3 payments of just $26.99 (total of $80.97 plus S&H). Additional S&H is required for items shipped to Canada and the Non-Continental U.S.

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The Firm WAVE FAQ's


What is the WAVE?

The FIRM has taken its proven training methodology to a whole new level with the Wave. The anchored side of the Wave is the perfect height to tighten and tone your hips, thighs and butt. Plus, you can use this “step” side of the wave for cardio sequences that maximize calorie burning with minimum impact. The rocking side of the Wave is The FIRM’s most exciting innovation yet! When using the Wave as a rocker, your core muscles—your abs, lower back and hips—are constantly engaged. So, you get amazing results through your mid-section while sculpting your upper and lower body. On the Wave, you keep making progress, shedding inches and getting a leaner, more toned body. Every time you step, walk or rock on the Wave, more of your muscles jump into action to stabilize you throughout every move. Plus, the dynamic movement of the Wave requires unique balance, so your core muscles work constantly to chisel your middle in record time. The Wave’s breakthrough design lets you anchor it or let it rock. It’s an ab machine, butt and thigh toner, strength and cardio platform and stretching device that lets you do over 100 exercises in the Wave DVD workouts. With its gentle incline for a natural stepping motion, wider base for added stability, perfect curve for greater range of motion and ideal height for increased calorie burn, the Wave is the ultimate in fun, and fast, results!

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What is included with the WAVE kit?
  • The WAVE personal gym
  • Ride the WAVE DVD - This easy-to-follow, step-by-step instruction teaches you proper exercise techniques while giving you a great workout. – 10 min.
  • Speed Slimming SCULPT DVD - The FIRM's most targeted, super sculpting workout giving you the trim, toned and tight body you've always wanted – 30 min.
  • Rock it OFF! DVD - The ultimate high-energy, total body firming and fat-burning cardio and strength interval workout designed to work every inch of your body and maximize your post-workout calories – 40 min.
  • Express ABS DVD – Free Bonus! - With Express Abs, you'll improve your core strength, balance and posture in a focused workout with cutting edge abdominal and lower back exercises. – 10 min.
  • The WAVE mat - For added stability on any surface
  • Success Guide Book – filled with exclusive tips and tricks, 7 Day Detox plan, 30 day Mix & Match meal plan to achieve your results even faster, 8 week workout rotational calendar, motivation and so much more!
  • The WAVE Learn the Moves Wall Chart – teaching you the basic 3 stances and 3 moves in easy to follow images, the wall-chart is all you need as a basis to rock the WAVE
  • Rock Solid Buns DVD – A comprehensive lower body workout to buff your ASSets – butt, hips and thighs. – 30 min.
  • The WAVE Band – works perfectly with your WAVE, amplifying your resistance and sculpting your body.

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How much does The Firm WAVE cost?

The WAVE can be yours with two easy payments of just $29.95 (+s&h).

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What are the dimensions of the WAVE personal gym?

The WAVE personal gym is 28” x 14” x 6.5”.

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What is the Weight Limit of the WAVE?

The weight limit of the WAVE is 275 pounds.

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The Firm Believer's Web Club FAQs


I forgot my password to The FIRM Believers Club, what do I do?

The Clubhouse login page offers online password retrieval. Your password will be emailed to you.

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I am having problems logging into The FIRM Believers Club, what do I do?

Click here for information on troubleshooting login difficulties.

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How do I cancel my club membership?

Please feel free to contact customer service at CustomerService@FirmDirect.com for assistance.

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FIRM DVD Club FAQ's


How do I get more workouts?

Love the FIRM as much as we do? Then become a real FIRM Believer. Get more workouts and join the exclusive FIRM DVD club. Best of all - The FIRM Master Instructors will send you a FREE Rock Solid CARDIO Workout DVD for your WAVE just for signing up! Starting today, and then about every three months, you’ll automatically receive a set of six unique FIRM workout DVD’s. There is no minimum to buy and you may cancel any time by calling us toll-free at 1-866-745-8416, or return any shipment for a product refund, less shipping and handling. The FIRM guarantees you’ll see visible results in 10 workouts, and you’ll really stay motivated with the diverse workouts in this extraordinary offer!

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What are the titles of The FIRM DVD club?

There are many great titles that come in the club. In your first shipment you will receive:

  • FREE - Rock Solid Cardio
  • Total Body Toner
  • Cardio Inferno
  • Burn & Shape
  • Total Body Time Crunch
  • Bootcamp Maximum Calorie Burn
  • Total Body Lite

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How many shipments are in the DVD continuity Program?
There are six shipments in total.

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What is the cost of each shipment?
Starting when you sign up, and then about every three months, you’ll automatically receive a set of six unique FIRM workout DVD’s for just three easy monthly installments of $29.90 (+S&H) and handling.

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How do I cancel my DVD club subscription?
There is no minimum to buy and you may cancel any time by calling us toll-free at 1-866-745-8416, or return any shipment for a product refund, less shipping and handling.

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WAVE Speed Slimming System Deluxe Upgrade FAQ's


What is the WAVE Speed Slimming System Deluxe Upgrade?

The Wave Deluxe Upgrade is a great way to take your body sculpting to the next level. Included in the kit are two more great workouts designed to get ultimate results in minimum time:

  • Rock Solid Abs DVD – Gives you the flat, fat-free sexy as of your dreams - 30 min.
  • Rock Solid CARDIO DVD - A fat-burning, body-shaping cardio workout that strengthens your heart and muscles while it energizes your whole body.

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How much does the WAVE Speed Slimming System Deluxe Upgrade cost?
It is only $29.90 (+ s&h).

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How can I order the WAVE Speed Slimming System Deluxe Upgrade?

Follow this link and you will be able to order the WAVE Speed Slimming System Deluxe Upgrade - http://www.firmdirect.com/firm/p/The-WAVE-Speed-Slimming-System-Deluxe-Upgrade.html

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The Firm General FAQ's


When will my order ship?

We try to ship all orders within five to seven business days from the day the order was placed.

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How can I check the status of my order?

If you supplied an email address at the time you ordered, we will send you an Order Confirmation email confirming the items, pricing, and shipping address. Your order should arrive within 7-10 business days after placing your order. When your order ships we will send you a second Shipment Confirmation email will be sent with a tracking number that you may use at www.fedex.com to track your package. If you did not supply an email address or have not received a Shipment Confirmation email, please feel free to contact customer service at CustomerService@FIRMDirect.com for your order and tracking information or visit www.customerstatus.com.

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How is my order being shipped to me?
We use different ship methods depending on the products you ordered and the destination of the shipment. We primarily use Fed Ex Home Delivery and First Class US mail. All orders going to Canada ship via Canada Post, and may take an additional 7 business days to be received. If you provided us with an email address, we will send you a shipment confirmation email detailing the shipment method and tracking information (when available).

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What is your return policy?
If you are not completely satisfied with your purchase you may return the item within 30 days and receive a refund. Original shipping and handling charges are non-refundable. Please review the back of your packing slip, or contact Customer Service for details.

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What if I receive a defective or damaged item?
Please feel free to contact our customer service department. They will be happy to assist you.

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What is Express Shipping?

Express Shipping means that you will be able to start working out with all-new FIRM Express™ or The FIRM WAVE™ fitness systems just 7-10 business days after you place your order because we use expedited shipping services to get your order to you even faster. Normally it can take up to four to six weeks to deliver the product to you, but with the free upgrade to Express Shipping, the waiting is over!

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What is Priority Upgrade?

By choosing to pay in one easy payment (instead of multiple monthly payments) for The The FIRM Express or The FIRM WAVE fitness systems, your order will automatically be placed in the high priority queue for shipping and you will first in line to ship. Customers choosing to pay in a single payment at checkout instead of monthly payments will automatically receive PRIORITY UPGRADE processing.

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Do you currently ship orders outside of the US?
We currently ship to US, Canada and US Territories only. Please allow an additional 7 business days for these shipments.

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Are there any additional charges for orders shipped outside of the contiguous US?
Please be advised that all customers outside the US must add $5.95 to the cost of S&H for all items, and generally add an additional 7 business days to the standard transit time. In addition, Canadian orders must add 7% GST.

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I did not get an order confirmation email. Now what?
Please check your spam folder. If you use Spam Blocking software please be sure to allow messages from www.FirmDirect.com to receive your shipment confirmation email.

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Can I pay with a check or money order?

We do accept checks and money order as payment.

The FIRM Pay By Mail
PO BOX 3556
Boulder, CO 80307-3556

Be sure to correctly calculate your complete order total! This includes all items, standard shipping & handling plus any additional shipping & handling ($5.95 per unit ordered) due on orders shipped to Canada and Non-Continental U.S. destinations .

Please allow 4-6 weeks for delivery of your order, if you pay by check or money order.

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Where can I find more FIRM titles and products?
We carry many more FIRM titles and accessories in The FIRM store: http://www.firmdirect.com/firm/ecs/main/store.html.

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How do I contact the Customer Service Team?

If you have any questions or concerns about your order or to update your information, please contact Customer Service at:

Email: CustomerService@FIRMDirect.com
Phone: 1-800-725-9740 (8:00 AM to 10:00 PM ET Monday-Friday)

Write to:

The Firm Customer Service
PO Box 3556
Boulder, CO 80307-3556

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