FAQ – WalkingPad

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Frequently Asked Questions

Orders & Purchases

What if I receive a product and want to return it?

Please contact our after-sales staff：contact@walkingpad.com when you encounter problems. If you want to know more about the return, here is the return policy : Click Here,

How can I track my order, and what should I do if tracking is delayed?

Once your order has shipped, you will receive a shipping confirmation email with a tracking number and a link to track your shipment. Alternatively, log in to your account on our website, navigate to “My Orders,” and click on the tracking link provided for your order. Tracking information may take 48–72 hours to update. If tracking is still unavailable after this period or your order is delayed beyond the estimated delivery time, contact WalkingPad customer service for assistance.

Where can I purchase a Walkingpad replacement (parts)?

If you need replacement (parts), you can contact our customer service for details: contact@walkingpad.com.

What payment methods are accepted, and what should I do if my payment fails?

We accept Visa, Mastercard, American Express, Discover, Diners Club, Maestro, and UnionPay, as well as PayPal, Apple Pay, Meta Pay, Google Pay, Shop Pay, and Klarna.

If your payment fails, check that your card details and billing address are correct and that the card is active and has not expired. You may also try another available payment method or contact your card issuer. If the problem continues, save the error message and a screenshot of the checkout page and contact customer service. Do not provide your full card number, security code, or password.

Are there taxes charged when purchasing a Walkingpad?

We charge sale tax for certain places.

Where can I find current promo codes, and why isn't my code working or stacking with another discount?

Current promo codes may be available through specific promotional pages or special offers. If a code does not work, check its expiration date, eligible products, minimum purchase requirements, and other terms. Discounts on WalkingPad.com cannot be used simultaneously. If another discount has already been applied, remove it before applying a different code.

Does WalkingPad.com match prices from Amazon, Costco, Dick’s, or previous promotions?

Price matching may be available if the request meets the current price match policy. You will need to provide a valid, publicly available price for the same model, configuration, and sales channel. Price matching for expired or previous promotions cannot be guaranteed. All requests are subject to review and approval.

Why does my unlocked free gift still show a charge in the cart?

If your free gift has been unlocked, confirm that you have selected the gift and that the discount is correctly reflected in the cart or order summary. If the gift is still included in the amount due, do not complete checkout. Check that your cart meets the current promotion requirements, then contact customer service for assistance.

Which colors and models are currently in stock, and when will special colors be restocked?

Product and color availability may vary over time. Check the relevant product page for the latest stock status, and confirm availability again before completing checkout. If an out-of-stock color does not have a restock date listed, a specific restock time cannot be guaranteed.

Can I sign up for restock notifications or join a waitlist for an out-of-stock item?

If a restock notification option is available, it will appear on the relevant product page. If no notification or waitlist option is shown, availability cannot be guaranteed. Restock timing is subject to the availability information shown on the product page or provided through official notifications.

How can I confirm whether an accessory or free gift is compatible with my model before purchasing?

Check the full model name and the compatibility information on the relevant accessory or product page before purchasing. Accessories such as remote controls, safety keys, and floor mats may fit only specific models or selected product types.

For a promotional gift, review the offer terms and check your cart or order summary to confirm that the correct gift and discount have been applied before completing your purchase.

Where can I try or buy a WalkingPad in person?

In the United States, visit the Where To Try WalkingPad page to find participating DICK’S Sporting Goods locations where selected models may be available to try or purchase. Product and store availability may vary, so check with the retailer before visiting. For other countries or regions, refer to the appropriate regional WalkingPad website or local official sales channels. Prices, product configurations, and warranty terms may vary by sales channel.

Returns & Exchange

What is your return policy?

We offer a hassle-free return policy within a specified period of time. If you are not satisfied with your purchase, you can return the item for a refund or exchange. Please refer to our return policy page for detailed instructions.

How do I initiate a return?

To initiate a return, please contact our customer service team within the return period. They will provide you with a return authorization number and instructions on how to return the item.

Who pays for return shipping?

The cost of return shipping may vary depending on the reason for the return. In some cases, we may cover the return shipping costs, while in others, you may be responsible for the expense. Check our return policy for specific details.

How long does it take to process a return?

Once we receive your returned item, it typically takes a few business days to process the return. Once processed, a refund will be issued to your original payment method or an exchange will be sent out as requested.

Can I return a used item?

In general, items must be in new and unused condition to be eligible for return. However, there may be some exceptions depending on the product and the reason for the return. Contact our customer service team for more information.

Does WalkingPad come with a warranty, and how is the product warranty different from shipping protection?

WalkingPad products purchased directly from WalkingPad.com are covered by a one-year limited warranty, subject to the applicable warranty terms. The product warranty applies to covered defects or malfunctions of the product itself.

Shipping protection is separate from the product warranty. If Worry-Free Purchase protection is added at checkout, it may cover eligible cases involving shipment loss, delivery damage, or delay. Warranty periods, coverage, and exclusions may vary by purchase region and sales channel. For shipping protection, review the terms provided when the protection is purchased.

Shipping & Tracking

How long does shipping take?

Most U.S. orders are processed within 1–2 business days, followed by an estimated shipping time of 3–5 business days. Actual delivery times may vary depending on product availability, destination, weekends, holidays, and carrier conditions. For pre-order or out-of-stock products, check the estimated shipping information on the relevant product page.

Do you offer free shipping?

We offer free shipping for items over $100, which means that if you purchase fitness equipment on our website, such as treadmills, rowing machines, they are completely free of shipping charges.

Can I track my shipment?

Yes, once your order has been shipped, you will receive a tracking number via email. You can use this number to track the progress of your shipment on the shipping carrier's website.If you have purchased multiple items, they will usually be split into several packages. Please be patient and wait for the packages to arrive one after another.

Where does WalkingPad ship, including remote or special addresses?

WalkingPad.com currently ships only within the contiguous United States. Shipping is not available to P.O. boxes, APO/FPO/DPO addresses, or international destinations. For a remote or other special address within the contiguous United States, check the available shipping options at checkout or contact WalkingPad customer service before placing your order. If you are outside the United States, visit the Where to Buy page to find other purchasing channels.

How can I confirm whether my ZIP code or address is eligible for delivery before ordering?

Enter your full ZIP code at checkout to check the available shipping options. WalkingPad.com does not ship to P.O. boxes or APO/FPO/DPO addresses. If your address cannot be verified at checkout, contact WalkingPad customer service before placing your order.

Which shipping carriers does WalkingPad use, and can I request a specific carrier?

WalkingPad orders are generally shipped by FedEx or UPS. The carrier may vary depending on the delivery address and shipping arrangements. We cannot guarantee that requests for a specific carrier can be accommodated. If you have particular delivery requirements, contact WalkingPad customer service before placing your order.

Can my order be delivered inside my apartment, to a specific room, or upstairs? Is White Glove delivery available?

Standard shipping does not guarantee delivery inside your home, to a specific room, or upstairs. White Glove delivery is not listed as a standard shipping option on WalkingPad.com. If you have specific placement or access requirements, contact WalkingPad customer service before ordering to confirm the available delivery options for your address.

Can I request expedited shipping or guarantee delivery by a specific date?

Available shipping options are shown at checkout. Processing and delivery times are estimates, and delivery by a specific date cannot be guaranteed. If you are ordering for a birthday or another time-sensitive occasion, place your order early and allow additional time for possible delays.

What is Worry-Free Purchase, and is it worth it?

Worry-Free Purchase is optional shipping protection and is separate from the product warranty. It may cover eligible shipments that are lost, damaged, or delayed, subject to the applicable terms and claim requirements. Whether it is worth purchasing depends on your order value and tolerance for shipping risk. Refer to the terms shown at checkout for details.

About Products

Where can I download the app?

You can find the KS Fit APP on both Google Play store and Apple APP store.

How to register the app?

Please download the KS Fit APP from google play store or Apple APP store. Before registering the APP, please change the country into yours on the homepage of the APP. Because phone number registeration is only available for Chinese users. Oversea customers should register with emails.

What's the battery type for the remote?

The battery type of the remote control (C2/A1 Pro/R1 Pro/R2/Z1): 1 x CR2032 Cell Battery.

The battery type of the remote control (P1/C1): 2 x AAA batteries.

Which WalkingPad models have incline, and what is the difference between automatic and manual incline?

Incline options currently include the H1 Plus with nine levels of automatic incline, the Massage Step with a 5% manual incline, and the G5i with an adjustable powered incline of up to 18%. Automatic incline uses a motor to adjust the deck through the product controls, while manual incline requires the user to set the deck position manually. Available models and specifications may vary by region, so check the relevant product page for current details.

Three modes: ‘Standby’ ‘M mode’ ‘A mode’, What do they stand for?

1. "Standby" means sleep mode while not walking.

2. "M" means modified speed.

3. "A" means automatic speed You can switch between the 3 modes with the remote control.

What is FootSense™, and how do I use Automatic Mode?

FootSense™ is an optional automatic speed-control feature available on selected models. When enabled, it adjusts the speed based on your position on the walking belt. If you prefer not to use automatic speed adjustment, turn off Automatic Mode and use the available manual controls instead. Start at a low speed and become familiar with the machine before using Automatic Mode.

What is the difference between Walkingpad A1 and Walkingpad P1?

WalkingPad P1/C1 works with KS Fit app and a display remote control. Doesn't have LED display on the machine head cover; WalkingPad A1: no data is displayed on the remote control; the display is LED display on the machine head cover.

Which WalkingPad should I choose?

Choose based on how you plan to use it. For under-desk work and daily walking, consider the C2, A1 Pro, or Z1. If you need greater stability and support, consider handrail-equipped models such as the R3 Hybrid+ or Z3 Hybrid+. For running, consider X Series models such as the X21, X214, X218, and X25/X25+. For incline training, consider the H1 Plus or G5i. Your final choice should also meet your weight capacity, space, and budget requirements.

Which WalkingPad models are suitable for running, and how fast can they go?

For running, choose a model rated for running and compare its maximum speed, running area, handrails, and weight capacity. Running-capable options include the X Series and G5i, with maximum speeds ranging from 7.5 mph for the X21 to 11.5 mph for the X218. Check the current product page for model-specific specifications before purchasing.

What is the difference between the Just Walk, Vertical Fold, Hybrid, and Foldable Classic Series?

The Just Walk Series focuses on compact walking-only models for everyday movement and under-desk use. The Hybrid Series combines under-desk walking with higher-speed workouts by allowing the handrail to be lowered or raised. The Vertical Fold Series is designed for walking, jogging, and running, with upright storage against a wall. The Foldable Classic Series combines a more traditional treadmill form with a foldable running deck for walking, jogging, or running. Available speeds, handrails, incline features, and storage methods vary by model, so check the product specifications before choosing.

Can a WalkingPad be stored upright, and which models support vertical storage?

Some WalkingPad models support upright storage, but the approved storage method varies by model. Vertical Fold Series models, such as the X21, X214, X25, and X218, are designed to fold and store upright. The G5i also supports both vertical and flat storage. Before storing any model vertically, check the product page or user manual for its approved storage position, folding dimensions, locking or support mechanism, and safety instructions.

Which apps does WalkingPad support, and can it connect to Apple Health or other health platforms?

App compatibility varies by model and app version. WalkingPad devices primarily connect through official apps such as the free KS Fit app. Support for Apple Health, other health platforms, Bluetooth features, and data syncing may vary. Before purchasing, check the product page for the specific model and the app’s current compatibility information.

How loud are WalkingPad products, and are they suitable for home or office use?

Many WalkingPad products use brushless motors, making them suitable for home or office use. Noise levels may vary depending on the model, speed, user weight, flooring, and maintenance condition. Walking-focused models generally operate at under 65 dB, while some running-capable treadmills may operate at under 75 dB. A treadmill mat may help reduce vibration and impact noise. Check the product page for model-specific noise information.

Which models is the safety key compatible with, and can it be used with other brands?

Safety keys are designed for specific brands, models, and product versions and should not be assumed to be universally compatible. Compatibility with products from other brands cannot be guaranteed.

When purchasing a replacement, check the full model name and the compatibility information provided for the accessory. Do not select a safety key based only on its connector or appearance.

Does buying a WalkingPad require a subscription or monthly fee?

No subscription or monthly fee is required to use a WalkingPad or access its basic workout functions. The KS Fit app is free. Some optional third-party fitness apps or services, such as Kinomap, may require a separate paid membership, so check the relevant product or app page for details.

How can I determine whether the product will fit in my room?

Measure the intended workout area and compare it with the product's unfolded dimensions. Allow additional clearance at the front, rear, and sides according to the model's user manual, and make sure the ceiling height is sufficient. For storage, compare the folded dimensions and approved storage position with the available space.

For delivery and moving, compare the packaging dimensions with the width and height of doorways, hallways, elevators, and staircases. Check the product page, comparison page, and user manual for model-specific dimensions and clearance requirements.

How do I compare WalkingPad models if I only want to walk?

The C2, A1 Pro, and Z1 are all walk-only models suitable for home or under-desk use. The A1 Pro starts at 0.5 mph and offers a wider walking belt and higher weight-capacity options. The Z1 is the lightest at 51 lb, making it easier to move and store, while the C2 offers several color options for everyday walking. Compare the minimum speed, weight capacity, walking area, product weight, and folded dimensions before choosing.

Is my WalkingPad compatible with my country’s voltage and plug type? Do I need a transformer?

WalkingPad products sold on the U.S. website are intended for use with U.S. power standards. Before purchasing, check the rated voltage and plug type of the specific model and make sure they are compatible with your local power supply. Do not connect the product if the voltage is incompatible. Refer to the relevant product page for information about any officially supported conversion options.

Are WalkingPad products suitable for older adults or gentle walking?

For older adults or anyone who prefers gentle walking, compare the minimum speed, weight capacity, step-up height, belt size, and available handrails or side handles. Choose a model with sufficient weight capacity and support features for the user’s balance and mobility needs, and begin at a low speed.

If you have limited mobility, balance concerns, or a medical condition, consult a healthcare professional before use.

Where can I find product specifications, comparison charts, and dimension diagrams before purchasing?

Check the relevant product page for available specifications and dimension diagrams, and use the WalkingPad Comparison page to compare models. Review details such as unfolded and folded dimensions, weight capacity, speed range, walking or running area, handrails, incline, and power requirements where listed. Product information may vary by region, so refer to the website for your intended purchase location. If you need information that is not shown online, contact customer service before purchasing.

Does a WalkingPad need to be plugged in, and how can I check the power cord and outlet placement?

Power requirements vary by product. WalkingPad products that use a power cord must be connected to a power supply that matches the rated voltage and plug specifications. Power cord length, outlet placement, and power inlet location may vary by model, so refer to the user manual for model-specific information. Make sure the cord is positioned where it will not create a tripping hazard.

Are product configurations, included accessories, and warranty coverage the same across sales channels for the same model?

Check the relevant product listing. For purchases made on WalkingPad.com, refer to the product specifications, package contents, and warranty terms listed on the official website. For purchases from another retailer, confirm these details with the retailer before buying.

How should I choose if I weigh more than 220, 240, or 260 lb?

Check the maximum user weight listed for the specific model and choose one with a capacity higher than your body weight. if you weigh more than 260 lb, a 300 lb or 330 lb model may provide more suitable capacity. Current higher-capacity options include the R3 Hybrid+ and MX10 at 265 lb; the A1 Pro, X25, X218, and G5i at 300 lb; and the MX8 Plus Mix at 330 lb. Capacity may vary by model or version, so verify the specifications for the exact product before purchasing.

Repairs

How to solve the black screen when booting the machine?

1. If the screen is black. Please check if the switch is turned on.

2. If the white light is on but the screen is black. Please try to replace another power cable or plug.

The device can't connect to the app, the device wifi flashes fast.

If the wifi light flashes fast. can't find the device and the network timed out. Please follow this method: Press the big button on the right side of the machine and press it twice. 3s pause in the middle.

At this time, the wifi light becomes slower and then restarts. You can reconnect the device (press 3s to pause for 1s and then press 3s and then turn off the power)

What to do when it displays "SAFE" on the screen?

Please check if you have plugged the red safety key into the handrail. It's designed for protection. When the safety key is not plugged in, the machine will turn into safe mode.

What should I do if the machine shows an error code?

1. If the WalkingPad prompts codes start with "E". It may be caused by the transportation. Please power off the treadmill for about 10 minutes, and then restart, the code may disappear.

2. If you followed the step 1 method but the code still happening. E01 means drive communication error;E02 means motor abnormality;E05 means overcurrent protection;E06 means motor protection;E08 means sensor error. For these codes issues, please contact with our support for help.

3. If the WalkingPad prompts E10 or E11, don't worry, it will automatically resume after the countdown.

What should I do if the machine screen displays "press" or "rest"?

1. For "press", please press the remote control's function key to press and exit.

2, For "rest". The technician suggests that do not use it for more than 1 hour(for walking machine)/2 hours each time(for running machine). The machine will stop automatically after a long time of use.

This is helpful in extending the lifetime of the machine, not a malfunction problem. Please do not worry.

Just switch the machine off, let it cool down for half an hour, then switch it on again and keep using.

What should I do if the machine has an abnormal noise?

1. If a slam noise. You may place a treadmill floor mat under the WalkingPad.

2. If Motor carbon brush whistling (very sharp metal whistling sound), front / rear drum abnormal sound. If this situation continues for a couple of days, please contact out support for maintenance.

3. If the motor cover grinding to the walking belt: magnetic friction sound, please contact out support for maintenance.

4. If other abnormal sounds. It needs to be judged and processed according to a detail description or video attachment, please report to our support.

What if the remote control does not work?

1. can not be used. You need to match the machine and the remote control first. When the power is turned on, a white progress bar appears. Press the remote control's conversion button 5-8 times to match the success. After successful, it will automatically switch the mode.

2. The match is not successful. If it does not match, check if the battery is installed correctly. If it is correct, you need to send a new remote control according to the machine condition. If the code needs to be returned to the factory for repair.

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