Select a topic below for answers to our most frequesntly asked questions.

Coupon Codes

   Is there a coupon code I can use right now?

   How do I enter a coupon code?

Ordering

   How to remove duplicate items from cart

   Where Kinetic Bands can be purchased (not sold in stores)

Products

   Kinetic Bands are rubbing or sliding

   New Product Design (April 2011) with short green and red bands

Shipping

   Shipping to an APO address

   Delivery issues

   Duty taxes, import fees, sales tax

   Why your phone number is needed

   What does "Awaiting Fulfillment" mean?

Coupon Codes

Is there a coupon code I can use right now?

Use this coupon code now to save 15% off each item in your order: SAVE15NOW (all caps)

How do I enter a coupon code? 

From "View Cart" you will need to click on the "Proceed to Checkout" button. Once you have entered your billing and shipping information, you will arrive at a page that shows all of your order details. Below your order details you will see a box that reads: "Redeem a Gift Certificate or Coupon". You must enter the coupon code (we do not currently offer gift certificates) where indicated and click "Apply". You will see that your order total has changed, reflecting the discount. You can then choose how you wish to pay, enter any instructions or comments if desired, and then click on "Proceed to Payment" to complete your purchase. At this time, you will not be able to enter a coupon code if you checkout with Gogole Checkout or if you use the PayPal button on the "View Cart" page. You will however have another opportunity to select PayPal Express Checkout on the order details page. If you experience any problems, please contact us at 1-877-561-0873 or customerservice@myosource.com.

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Ordering

How can I remove duplicate products from my cart?

At anytime in the checkout process, prior to completing your order, you can adjust your cart by clicking on "View Cart" at the very top of the page. You can then click on "Remove" which is located directly under Qty (Quantity) for each item listed and it will remove that item from your cart. Once the cart contains only the items you wish you purchase, you can click on "Proceed to Checkout" and follow the prompts to complete the purchase. If you continue to experience problems, please contact us at 1-877-561-0873 or customerservice@myosource.com.

Where can I purchase Kinetic Bands?  Are they sold in stores?

Kinetic Bands are shipped all over the world, but are only available for purchase on our website (www.myosource.com).

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 Products

The Kinetic Bands rub my thighs.  Is this normal?

No, there should be little to no rubbing.  If the bands are rubbing it usually means the straps are placed too high on the leg.  The straps should be placed approximately one to two inches above the knees.  Click on the following link for a demonstration of how to put Kinetic Bands on correctly so they won't rub.

There was an issue with the bands sliding up or down on the legs when we first gave them a trial run. I don't know if this is something that can be avoided..kind of annoying.

It is not normal for the Kinetic Bands to slide on the legs.  If the bands are sliding, then one of two things is happening: 1) One or both of the leg straps are not placed correctly on the legs or 2) The straps have been placed over a slippery type of fabric.  Suggestions: Try placing the straps directly on the legs or over a non-slip fabric.  We also suggest reviewing this demonstration of how to put Kinetic Bands on correctly so they won't slide on your legs.

Why do the sets of green and red resistance bands have one long band and one short band?

This new design was introduced in early April 2011 to provide additional hamstring activation to equalize the level of resistance for the hamstrings and quadriceps.  The sets of blue power bands and youth red and yellow bands are still the same length.

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Shipping

Do you ship to an APO address? I keep getting a message that you cannot deliver to an APO address.

The answer is yes.  Google Checkout does not allow for APO addresses so in order for us to offer Google Checkout as an option in our store, we had to disable the ability to ship to APO addresses.  However, there is a successful and proven work around to this.  If you contact us through our "Contact Us" page and let us know you wish to order with an APO shipping address, we will then prepare an invoice and send it via email for you to pay securely online through PayPal.  You do not have to have a PayPal account and can still pay with a credit or debit card, PayPal just processes the payment for us.  We will then ship your order as normal via USPS Priority Mail.  You will need to provide the following information in your message to us so we can prepare the invoice:  1) The item(s) SKU or product description(s) and quantity  2) Your name (as it appears on the credit/debit card) and the billing address associated with the card  3) Your email address  4) The APO address where you would like it shipped  5) Phone number (optional).  Once the transaction is completed, we will mail the order immediately.  Please feel free to contact us if you have any questions.

What do I do when USPS.com shows my package was delivered, but I have not received it?

Your package will be delivered by your local postal carrier and if the package is too large to fit in your mailbox or the mailbox is too full, they will sometimes deliver it to the apoartment complex office (if applicable) or take it back to the post office to await pick up by you. They generally leave a note in the box, but that doesn't always happen. Most of the time missing packages can be found in one of these locations, so please contact them first. Contact us if you have checked these places and are stll unable to locate the package. ***Please Note: If a package is not picked up from the local post office within their specified time period or if the shipping address you provided was incomplete or incorrect, the package is usually returned to us and additional shipping charges may apply to re-ship the package.

I live outside the United States.  Will I have to pay duty taxes or other import fees and if so, how much?

Most if not all countries charge import fees and/or duty taxes for products you purchase in other countries.  These requirements vary by country and by the value of the product(s) you import.  The purchaser/importer is required to pay these fees/taxes and it is our responsibility to correctly state the value of the shipment in United States Currency.  In some countries, gifts are treated differently, but you must notify us prior to shipping so "gift" can be displayed on the label.  You will have an opportunity to send us a message at the time you place the order.  We are providing a few links to helpful information for some of the countries we ship to frequently.  If your country is not listed, it could be that we are unable to locate that information, but we recommend you search for and review the information prior to placing your order so you know what to expect to pay in fees/taxes once your package arrives.

Australia

Canada

United Kingdom   

Will I have to pay sales tax?

At this time, sales tax is only charged on orders shipped to an address in the state of Kansas, USA.

Why must I provide a phone number? What if I don't have a phone number?

The phone number is a requirement so that we can contact you easier if your order is returned to us for any reason. It is especially important on international orders because of the risk of your order being thrown away if customs officials need to reach you for any reason and no valid phone number is provided. If you do not have a phone number, then we suggest providing the phone number for a friend, relative, co-worker, or anyone that can forward the information to you. If you have any questions regarding this issue, please send us a message through the "Contact Us" page on this website.

***PLEASE NOTE (IINTERNATIONAL ORDERS ONLY): Replacement costs for lost international orders that do not contain a vaild phone number are the responsibility of the purchaser.

What does "Awaiting Fulfillment" mean under order status?

"Awaiting Fulfillment" means your order has been processed and is waiting to ship.  Orders generally ship the same or next business day.  Once your order ships, the status will change to "Shipped" and you will receive an email by the end of that day with the shipping details.

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