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  • White Glove Service® In-Home Delivery & Assembly

Shipping & Returns

Pilates Direct is only offering Pilates equipment from the most reputable manufacturers, hereby guarantying the highest quality and finest materials in the industry.

Freight & Delivery Policy

UPON DELIVERY, PLEASE INSPECT YOUR ORDER AND NOTE ANY SHIPPING DAMAGE TO THE OUTER BOX/SKID ON THE CARRIER'S WAYBILL PRIOR TO SIGNING FOR RECEIPT OF THE ORDER.

If you appoint someone to sign for your order on your behalf, please ensure that they are aware of this requirement and are over 18 years of age.

WE WILL NOT BE RESPONSIBLE FOR DAMAGE TO YOUR ORDER THAT IS NOT REPORTED AND NOTED ON THE WAYBILL.

IMPORTANT: Please use care when opening your freight. Box cutters should not be used due to potential damage to upholstered parts on your equipment

ANY DAMAGE TO PRODUCT OR MISSING/INCORRECT ITEMS MUST BE REPORTED WITHIN FIVE BUSINESS DAYS OF RECEIPT.

Large Equipment Shipments

Within Canada & Continental USA

Pilates Direct proudly offers White Glove delivery and assembly services in selected markets. Please contact our customer service team at support@buypilatesdirect.com for a custom quote. 

Large equipment is shipped by ground via freight carrier, carefully packed in a cardboard box and secured to a wooden skid.

Curbside delivery is a lift gate service, delivered to curbside as close to your building as possible. You do not need to assist the driver in removing the equipment from the truck. It is recommended that two people are available to assist with unpacking and carrying into the premises. You are responsible for unpacking, installation and disposal of packaging materials.

Delivery prices quotes include one scheduled delivery attempt. If the carrier attempts to make the delivery at the appointed time and you are not present, a redelivery fee will apply. Fees and policies vary from carrier to carrier and will be the responsibility of the consignee. The carrier will call you to schedule your delivery. Delivery is generally done during regular business hours. If available, after hours or weekend deliveries will be subject to additional charges. Additional charges for stairs and unusual conditions, i.e. narrow passageways will apply. Please make us aware in advance and the freight quote will be adjusted accordingly. If you delay your delivery or must postpone your delivery after scheduling it with the carrier, storage fees may apply. On rare occasions, unforeseen circumstances may cause your delivery to be rescheduled.

While this is our typical service level, each level can be customized to create a home delivery solution that meets your needs. The shippers are NOT licensed Pilates technicians; they are not qualified to assemble your new apparatus.

International and Overseas Shipments

Standard quoted shipping options include Ocean Freight to nearest port or Air Freight to nearest airport. Door-to-door delivery is always available for your order. Please contact us for details and charges..

Local Customs & Duties Outside Canada & USA

Unless prearranged, buyer will subject to import duties and taxes levied when a shipment reaches its destination country. Additional charges for customs clearance are the buyer's responsibility; Buyer is considered the importer and must comply with all laws and regulations of the country in which the buyer is receiving the goods. Please contact us prior to ordering your equipment for a custom quote. You can reach our International Support Team at support@buypilatesdirect.com and per phone at +1-800-511-3391.

 

Return Policy

Reformers & Large Equipment

All Pilates equipment is manufactured with the utmost care, using the highest quality components, and carrying the best warranties in the industry. As all products are custom made to order, reformers and large equipment purchased from Pilates Direct may not be returned for refund.

Protect your investment and keep your reformer and other large equipment items running at optimal performance with regular maintenance. Download our Large Equipment Inspection & Maintenance Schedule for recommended guidelines and a full checklist.

If your product is defective, email us at support@buypilatesdirect.com, indicating the problem, and we will contact you to determine how best to resolve the situation.

Our manufacturers will repair or replace defective equipment per the product warranty. If they opt to repair or replace your equipment, this may require that your product be returned for inspection and analysis at the manufacturing facility prior to sending out a replacement product.

Problems & Questions

For further questions & support, please contact our Customer Service Team at 800-511-3391 or email us at support@buypilatesdirect.com.