It is important that we take extra care to ensure your safety as well as that of our delivery teams during these unprecedented times. At this time, we are working closely with our partners to ensure that we are following the guidelines set forth by the CDC to help minimize the risk of spreading the virus. Rest assured we will continue to monitor the situation closely and will make adjustments as new guidelines are released. In the event that your delivery is impacted due to new delivery requirements or measures, we will contact you regarding your delivery and how those changes may affect you.
If you live in a community or building that is subject to delivery restrictions and/or prohibitions, we ask that you contact our shipping partner, J.B. Hunt, via phone at 1-855-246-6723 or email at email@example.com to reschedule for a time when restrictions have been lifted.
Yes, doorstep delivery may be requested at the time of your delivery scheduling. With this method, our drivers will unpack the bike outside of your home and deliver it pre-assembled to the threshold of your front door. Unless otherwise requested, we will attach the tablet and bring the fully assembled bike and tablet to your front door. Additionally, our delivery partner will provide you with the power adapter, user manual, and an extra set of cleats separately. From there, you will be responsible for moving the SoulCycle at-home bike into your home and configuring the bike by following the onboarding instructions we will provide.
You can request doorstep delivery when you schedule your appointment with our delivery partner, J.B. Hunt. You can also let J.B. Hunt know of your request anytime before your delivery by contacting J.B. Hunt via phone at 1-855-246-6723 or via email at firstname.lastname@example.org.
We are taking extra precautions to ensure your health and safety, and are working closely with our delivery partner, J.B. Hunt, to ensure that the delivery process is safe and adheres to the guidelines set forth by the CDC. In addition to offering the option for doorstep delivery, J.B. Hunt drivers are equipped with hand sanitizer and masks and disposable gloves which they are required to wear before entering homes. J.B. Hunt employees are also required to report confirmed and suspected cases of or contact with COVID-19, and to self-quarantine in accordance with CDC guidelines. These employees will not be allowed to return to work and will remain on temporary paid time off until clearance has been provided.
For additional safety, we recommend that you continue to maintain social distance (at least 6 feet) during delivery and follow the bike cleaning instructions in the FAQ below upon receiving your bike.
Lastly, we encourage you to watch this video that our delivery partner, J.B. Hunt, put together outlining safety precautions they are implementing during these unprecedented times.
Avoid using any harsh chemical wipes or cleaners as those can damage the paint and cause rusting on your bike.
We recommend cleaning your SoulCycle at-home bike frame, handlebars, and seat with a mild soap (standard dish soap works!) and water mixture using a soft, slightly damp cloth.
You can use a standard antibacterial glass cleaner on the touchscreen. Avoid spraying the touchscreen directly. Instead, spray the glass cleaner directly onto a soft, slightly damp, lint-free cloth and then wipe the screen.
If you or a member of your household is exhibiting symptoms of illness of any kind, including fever, cough, or shortness of breath, or has had close contact with an individual known or suspected to have COVID-19 during the period beginning 48 hours before onset of symptoms, we ask that you postpone your delivery until 14 days after you are symptom free or are otherwise cleared by your physician. Rest assured that we will work with your schedule to get you the soonest possible delivery date while maintaining your safety and the safety of our drivers.
In the event you receive doorstep delivery, our drivers will unpack the bike outside of your home and deliver it pre-assembled to the threshold of your front door. From there, you will be responsible for moving the SoulCycle at-home bike into your home and configuring the bike. The following steps are designed to help you finish onboarding and set up for your new SoulCycle at-home bike.
1.) Receive and Prepare the Bike:
Before your delivery is scheduled to begin, you should arrange to have a second person present to help move your bike to its final location (near an outlet!), as it weighs 142 lbs with the touchscreen attached.
Once our delivery partner has arrived and prepared the bike for you to receive at your doorstep, they will notify you by calling your phone.
Before moving the bike, make sure all adjustment knobs are securely tightened and the bike’s resistance knob is turned all the way clockwise to prevent it from spinning while you move the bike.
2.) Move the Bike:
Using only the handlebars, push down to tilt the bike forward onto its front two wheels. Do not put pressure on the touchscreen, if attached.
While holding on to the handlebars, have a second person lift and support the rear stabilizer bar.
Carefully roll the bike to the intended location inside the home and lower the bike’s feet to the ground. Avoid moving the bike through uneven surfaces.
If you have ordered a mat, please place your bike on top of your mat.
3.) Set up the Bike:
Once your bike is in its final location, level your bike by following the instructions here: Bike Stabilizer Link.
Once leveled, plug the power cable into the power adapter, and plug into the nearest outlet.
There are cable routing slots on the front and rear stabilizer bar to ensure the power adapter is secure.
Once the power adapter is plugged in, turn on the touchscreen by pressing and holding the power button.
Once on, your touchscreen will walk you through logging in, connecting to Wi-Fi, and pairing any Bluetooth devices.
At this time, bike returns are not being impacted by COVID-19. You can try the SoulCycle at-home bike for 30 days. If for any reason you decide to return the SoulCycle at-home bike, we’ve got you. We’ll coordinate the pick-up and your refund. Please note, returns are subject to a return shipping and handling fee of $250, which will be withheld from your refund. See our Terms and Conditions for more information.
At this time, bike repairs are not being impacted by COVID-19. In the event that you are experiencing issues with your bike that may require repair services, please send an email to our Member Experience team at email@example.com. If your bike requires repairs, we’ll work to get a team out to you as soon as possible. All repairs should be performed by an authorized service professional for your safety and to avoid voiding your limited warranty. Please note that repair service availability may be limited based on location and additional factors.