Pilates Direct FAQ
Pilates Direct is the Source for Studio-Quality Pilates Equipment for Exercise and Rehabilitation in the Comfort and Privacy of Your Home.
*Published shipping rates are valid on orders within the contiguous United States (excluding HI, AK and PR). Offers and discounts cannot be combined.
Buy safely from our online shop:
- Simply add the item you want to buy to your shopping cart.
- When you are ready to complete your order, click on the shopping bag icon at the top right of each page.
- After reviewing your items, click the "Checkout" button to complete your order.
- You will be taken to our secure checkout process where you will be prompted to enter your delivery address and choose your payment method.
- Once you submit your order, we will confirm via email.
We use the latest technology to ensure safe processing of your order. We use a secure SSL communication technology to ensure that your personal information and payment details are encrypted before sending.
If you prefer to order by phone, call us at 800-511-3391 and our customer support team will process your order quickly and efficiently. Calls are charged at standard national rate.
If you need help before placing your order, our customer support team is highly trained and always available to provide specialized knowledge and advice about our products.
Customer Support Schedule:
- Monday - Friday - 9 a.m. 6 p.m. EST
- Saturday - Closed
- Sunday - Closed
Outside these hours, please leave a voicemail and we will contact you as soon as possible.
Can I modify or add products to an order already made?
We can usually make changes to your order, as long as it did not go into production or ship. If you want to make a change to your order, we recommend you to email us as soon as possible after placing your order.
Will I receive an order confirmation?
Yes, you will receive a detailed confirmation email for all orders. Please check all details carefully to ensure that your order is correct.
I am trying to place an order online, but my credit / debit card is not accepted.
First, make sure your billing information match your card details exactly. If you still have problems, call us and we will try to figure out what the problem is. Be careful when trying to send the order too many times because the card issuer may cancel your order or block your card automatically.
Where are your products shipping from?
Our products ship factory-direct from the most reputable Pilates equipment manufacturers. Shipping times depend on shipping distance, product availability, and/or production times.
How can I cancel my order?
If you want to cancel it, is best to email us as soon as possible after placing your order and we will do everything possible to cancel it before shipping. If your item has already been sent, you will have to follow our return procedure, and you will be responsible for both shipping and return costs. Reformers and large Pilates equipment are usually not returnable.
How do I know if I can place an order safely?
We take online security very seriously; we use the latest technology to ensure a secure ordering process. We use SSL protocol in all communications to ensure that personal information and payment details are encrypted before being sent.
What payment methods are accepted?
- Most Credit Cards / Debit Cards (Stripe)
- Apple Pay
- Amazon Pay
- Wire transfer
Normal PayPal payments are processed immediately, however if you choose to use the PayPal eCheck service may cause a delay with processing your order (approximately 7-10 business days). We recommend using a credit / debit card to complete the transaction, avoiding long delays.
White Glove Service
The optional PILATES DIRECT WHITE GLOVE SERVICE by experienced technicians provides for the unpacking, assembly, and set up of your Pilates home-studio equipment. This service is optional and separate from standard, curbside delivery.
White Glove Service, is not available for all states and addresses and in some cases might be higher than $250. We will notify you of availability and final charges upon receiving your order. Please contact us with any White Glove Service Availability questions.
Financing for order of more than $99 is available through PayPal Credit, with no payments and no interest if paid in full in 6 months. This offer is subject to credit approval and for U.S. customers only. You will need a PayPal account and pay for your Pilates Direct order with PayPal. Easily create your account here: https://www.paypal.com/us/webapps/mpp/sem/account-selection-signup.
For more information, visit: https://www.paypal.com/us/webapps/mpp/terms/paypal-credit.
As an authorized retailer for the Pilates equipment brands in our catalog, Pilates Direct will help facilitate the contact between customers and suppliers for warranty claims. The respective Pilates equipment manufacturer is responsible for any shipping delays, shipping damage, incomplete orders, and warranty issues. If you are experiencing an issue with your order, please contact us per email.