◄Please Read This First

Our Shipping & Returns Policy applies to all products on our website and all orders placed on our website. It was created to protect our customers and our business, and to make your buying experience as easy and convenient as possible.
Please read all our policies carefully and make yourself familiar with them.

By placing an order on our website you acknowledge that you have read, understood, and agreed with our Shipping & Returns Policy, Terms of Service, and Privacy Policy.

◄Order Confirmation

As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase. If your item(s) is available for immediate shipment, we will process the charges and submit the order for shipment. If your item(s) is on backorder or out of stock, we will reach out to you via email and void the pre-authorization in case you don’t want to keep your order until the item(s) become available.

It is a customer's responsibility to review the order confirmation email carefully and ensure the products, sizes, colors, and other options chosen are correct.

Before placing the order, it is the customer’s responsibility to check that the item(s) can fit the desired space and travel through doors, corridors, and staircases in its packaging. Any returns as a result of sizing issues will be the customer’s responsibility (returnable products only).

◄Shipping Information

If the item(s) you ordered is in stock and ready to ship, it will ship within 3-5 business days from the date the order was placed with no guarantees.

Shipping lead times may be longer than usual during holiday/rush periods, or supplier's warehouse backlogs. In this situation, we will notify you via email to obtain your permission to proceed with the order.

The estimated delivery time of each item(s) on our website is different and can be found on each product page.
Estimated delivery times are not a guarantee and are subject to change.
Items that are made-to-order or custom can take longer to be delivered.

Currently, we only ship within the USA, to the lower 48 states, and we do not ship to PO Boxes, Freight forwarders, Military addresses, Hawaii, Puerto Rico, and Alaska.

Once your order has shipped, changing the delivery address is not permitted.
Any returns due to that reason will be treated as a regular returns with return fees applied per our returns policy (returnable products only).

Some of our products ship via fully insured freight shipping that is different from ground shipping. By default, all ground and freight shipments will be delivered with curbside delivery. This means that the truck driver will deliver the shipment roadside or to the end of the driveway/curb. In some cases, adding a lift-gate service won't be possible, or the item(s) will be too large for a lift-gate due to the size of the package.
The driver has the right to refuse to use the lift gate if he/she doesn't feel safe using it. In this case, it's the customer's responsibility to help the driver offload the package from the truck.

Please be prepared that when delivering the shipment to your home or business, it is your responsibility to transfer the package(s) from the truck to your garage, home, or wherever you might want to store the package and assemble the product.

◄Track Your Order

Within 24 hours of your order leaving the warehouse, we will send you tracking information to the email address you provided when checking out. If you do not receive the tracking information from us within the estimated shipping time of your order, try to search your email for the order number received with the order confirmation email. Emails can sometimes end up in spam/junk or other email folders.
Please feel free to contact us if you do not receive the tracking information.

The shipping confirmation email will include the carrier website link and the tracking number. If you are not able to track the shipment using their website, look for the carrier phone number on their website, call them, and provide the tracking information to track your shipment. They should be able to provide you with the most updated information about your shipment.

◄Deliveries

We always do our best to ensure fast processing and delivery of all orders.
All orders that are shipped via freight carriers require the customer to schedule a delivery appointment.
Once your package arrives at your local station, the freight carrier will call the phone number provided with the order to schedule a delivery appointment.
It is the customers’ responsibility to schedule the delivery appointment with the carrier.
The carrier will provide their available slots for delivery and you can choose an available date and time.
We highly recommend that you keep track of your delivery and be proactive by calling the carrier to schedule the delivery appointment.

Delivery appointments are not a guarantee and are subject to change by the carrier due to different reasons.
We understand this is an inconvenient situation, however, cancellations due to this reason are not acceptable. Freight delays and package losses can happen with any freight carrier from any company across any state and unfortunately, our company doesn’t have control over it.
You agree to allow the freight company to rectify the issue and deliver your package when possible.

If you wish to cancel the order due to freight delay/losses/issues without giving the freight carrier time to rectify the issue and deliver your package, it will be considered a regular cancellation request and you will be responsible for the shipping costs and paying restocking fees.

An adult over the age of 18 must be present at the time of delivery to receive the shipment and sign the Bill of Lading.

◄How to Receive a Freight Shipment - VERY IMPORTANT

All orders placed on our website are subject to our shipping & receiving guidelines. Those guidelines can be found on this page, and will also be emailed to you once your order has shipped.

Please read this carefully. If you do not report product damage according to the proper protocol you waive your liability to file shipping insurance claims and our company will not be responsible for damages or filing concealed damage.

If your product is damaged in transit, as long as you follow our receiving instructions we will be able to send out the replacement parts immediately.

Here's how to properly receive your shipment:

BOX COUNT
Inspect all boxes and make sure you have the exact number of boxes included with this order. Check the bill of lading from the delivery company to make sure you have all your boxes. Report any missing boxes to the driver and NOTE THAT ON THE BILL OF LADING. Get it in writing!

CHECK FOR DAMAGE
Next, inspect all the boxes for anything that looks like damage. A punctured or smashed box, open it and make sure that there is no damage. In the event of damage, you must report it to the driver and NOTE THAT ON THE BILL OF LADING. If you do not note the damage on the bill of lading you are confirming that you received the goods in a new condition and you release our company and the shipping company from any liability on the shipment.

To be clear – if you sign the bill of lading without notes, you cannot claim damage afterward. Our company is not responsible for shipping damage discovered after signing the bill of lading without notes. It will be the customer’s responsibility to pay for any replacement parts. Manufacturer defects are not the same as concealed damage and will be covered under the product(s) warranty.

OUR COMPANY IS NOT RESPONSIBLE FOR CONCEALED DAMAGE AS A RESULT OF NOT INSPECTING THE ORDER DURING DELIVERY.

Please, for the sanity of all parties involved, follow our shipping receiving instructions to ensure the smooth delivery of your products.

◄Damages

If you find any damage when inspecting the package(s):

1. Note the damage to the driver and make sure you have it in writing on the Bill of Lading and delivery paperwork. Take clear pictures/video of all boxes, the damage, and the Bill of Lading, and email it to us.
2. Call us immediately, we will make sure your replacement pieces will ship as soon as possible.
3. DO NOT accept the damaged box, send it back with the driver. Please keep the boxes which are in good condition.
4. Any damage must be reported within five calendar days of the delivery date, due to carrier insurance regulations and rules. Any damage report outside of this time frame is subjected to refusal.
5. If the damage is cosmetic only, we reserve the right to repair the product/part as new with a new part or professional assistance.

If we processed an insurance claim for damage with the carrier/manufacturer, we will be able to process refunds/replacements without waiting for the claim decision (which can take some time).
When processing an insurance claim for damage, you agree to hold onto the damaged item(s) and the original box/carton the item(s) came in until the claim is closed with a final decision.
Refusal to warehouse the damaged item(s) and the original box/carton, means that we won’t be able to process the insurance claim and/or process refunds/replacements.
This is a required procedure with all shipping carriers when processing insurance claims.

◄Returns & Refunds

Your satisfaction is our top priority, and we always want to make sure you are happy with your order.
Please note that not all manufacturers accept returns and not all products are returnable.
Please check the product(s) information carefully before placing the order.

Non-Returnable item(s)

1. Large equipment
2. Custom/made-to-order products

Non-returnable items are still covered by the manufacturer’s warranty and the manufacturer will repair or replace defective parts according to each product warranty.
If the item(s) ships via freight carrier, it will be covered with insurance for any damage that might occur during shipment.
As long as you follow our shipping & receiving policy, we will be able to process a replacement at no cost as soon as possible.

How to return a returnable product(s):

1. All returnable items must be returned within 30 days of placing the order.
2. To be eligible for a return, your item(s) must be in the original packaging, unused, and in the same condition that you received it. Otherwise, a refund can’t be issued.
3. It’s the customer’s responsibility to ship and pay for the return shipping on any item(s) that is not damaged.
4. All returns are subjected to a 20% restocking fee, and a 3% processing fee on credit card transactions that will be deducted from your refund.
5. When shipping back your item(s) you must use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item(s).

◄Cancellations

Most of our items ship directly from our suppliers or the manufacturer's warehouses, and we are prepared for fast shipping after your order is placed. Therefore, items can only be canceled within 1 hour after placement with no guarantees.
It’s important to contact us as soon as possible when trying to cancel an order.
In the cancellation request, please include your order number, contact information, and the name of your product(s), and we will do our best to cancel your order.

If your order wasn’t processed/shipped yet and can be canceled, you will receive a cancellation confirmation email, and we will void the transaction so you won't be charged. If we already charged your card, we will issue a refund back to your original method of payment, and your order will be is subjected to a 3% processing fee that will be deducted from the total refund.

If the item(s) is already processed or shipped and can’t be canceled, you will have the option to refuse the delivery or return your order once delivered (returnable products only).
Such a return is subjected to a return shipping fee, restocking fee, and 3% processing fee on credit card transactions, which will be deducted from your refund.
The refund will be processed once the item has been received at the warehouse and inspected.

◄Professional Installation

In addition to the default ground and curbside delivery, we offer professional installation services for some of our products for an extra charge.
These services can be purchased from the product pages or using our professional installation page.
Professional installation prices are calculated per item. For orders with multiple items, these services need to be purchased per item.

Please keep in mind that your order will still be delivered curbside. It is your responsibility to transfer the package(s) from the curb/truck to your garage, home, or wherever you might want to store the package

Once your order has been delivered and inspected properly in accordance with our receiving instructions, and you are 100% sure that all the parts inside the boxes are in a new condition and ready to be installed, you will need to contact us and provide us with an available date and time to book the installation. We will then look for available installers in your area and will let you know once we find one.

Once the installation is completed, the installation team will take a few pictures.
Should you have any remarks/notes, please let them know and note that on the installation receipt.
Once you sign the installation receipt without any remarks/notes, you are confirming that the service has been completed and your item(s) is in good condition.
Debris and trash removal are not included with these services.

The professional installation services will be performed by third-party companies and not by our company.
Our company is not responsible for any losses, damages, issues, and inconvenience caused by the installers and/or movers.
Any damage caused by the installers and/or movers will be covered by the insurance of the companies providing those services.
In rare situations where item(s) got damaged by the installers and/or movers, our company will fill out the insurance claim on your behalf and do our very best to resolve the issue as soon as possible.

Our company reserves the right to cancel or change the professional installation cost due to the following reasons:

1. The room is located on a higher floor or a basement with turns and stairs
2. The delivery address is located in a remote area with limited installers' availability
3. The distance from the curb to the room is considered long-distance

In a situation where you purchased the installation service but it needs to be canceled, we will process your order and we won't charge you for these services.

Any additional charges for the installation services will be paid by the customer. We will notify you of installation availability and final charges upon receiving your order.

◄Color Disclaimer

Due to the many variations in monitors and browsers, the color of products may appear different on different monitors. Computer monitors are not all calibrated equally and color reproduction on the Internet is not precise. Since it is not possible to guarantee our online colors will look the same on all computers, we do not guarantee that what you see accurately portrays the color of the actual product.

We have made every effort to display as accurately as possible the colors and images of the products we carry and that appear on the website, but cannot guarantee that what you see is an exact representation. If you need the color to be exact, it is highly recommended that you request a sample from us, before placing an order. We will ship you one if samples for the color are available. We don’t accept returns based on colors for any of our products.

◄Legal Disclaimer

For any policy omission or clarification, the individual manufacturer policy will apply without exception. As policies are multi-faceted and constantly evolve, the customer (you) and retailer (us) agree to defer to the manufacturer's shipping & returns policy in these instances.

Why Shop Pilatesreformersplus.com for your Pilates reformers and Pilates equipment?

We know you have a choice in online shopping, and we want to do everything we can do to earn your business and keep you in our family.

Here are the top 6 reasons to buy from Pilatesreformersplus.com

100% Safe and Secure Online Shopping - Rest assured every transaction that takes place on our website is 100% secure.  We use the newest technologies so you can feel comfortable shopping with us. 

Fully Insured Shipments - Every shipment that leaves our warehouses is fully covered in case of a lost item or damage.  Please refer to the Shipping & Receiving Instructions page to learn more about our policy.

High Quality - We understand what it can be like to purchase online without actually seeing and touching the product itself.  So we want you to know that all the manufacturers and suppliers on this site are hand chosen by our owners to ensure you receive a high-quality product. All items are inspected before leaving the warehouses so we know that you’ll be happy with the product you ordered.

Customer Service Is Our Top Priority - Plain and simple, we are here for YOU, the customer. Our goal is to deliver exceptional service. We strive for excellence in customer service and are driven to provide value at all times.  You can expect communication from us immediately after your order is placed, and also when your product ships. Feel free to contact us anytime. We are here for you.

Authorized Dealers - Pilates Reformers Plus is an authorized dealer for every brand that we carry.  You can be sure you will receive the lowest price available and full manufacturer's warranty with every purchase.

Volume Discounts - If you are looking to purchase a large quantity of one item or, if you are buying for a studio or a large business, send us an email at info@pilatesreformersplus.com or give us a call and we may be able to offer special pricing.