SHIPPING & RETURNS POLICY:
Upon delivery of your order, please inspect it carefully and note any damage to the outer box or skid on the carrier's waybill before signing for receipt of the order. If someone else will be signing for your order on your behalf, ensure that they are aware of this requirement and are over 18 years of age.
Please note that we cannot be responsible for any damage to your order that is not reported and noted on the waybill.
Curbside delivery means that you do not need to assist the driver in removing the equipment from the truck. The driver will deliver your shipment as close to your building as possible with the delivery truck.
Before accepting delivery, inspect the waybill to ensure that all packages noted on it have been delivered to you. Carefully inspect all packaging or crating. If there is any visible damage, note it on the waybill. Failure to do so may hinder or invalidate your claim for reimbursement or replacement.
When you unpack your order, please be careful. Please avoid using box cutters due to the potential damage to upholstered parts of your equipment. Check all sides of the equipment, including the bottom, for dents, chips, tears, or scratches in the wood or metal. Ensure that you have all equipment components, such as ropes, risers, loops, shoulder rests, and other small items. Verify what you received against the packing list.
If any product is damaged, please contact our Customer Service within 24 hours with a description and photographs of the damage. Failure to do so may hinder or invalidate your claim for reimbursement or replacement.
WARRANTY & DAMAGE CLAIMS:
Upon receipt of the shipment, the buyer shall be deemed to have accepted it. We will mediate your claims for repair or replacement with the equipment manufacturer, including any non-returnable item delivered to you in a damaged condition, provided that you report such damage within 24 hours of delivery and follow the manufacturer's claims procedures.
ANY DAMAGE TO PRODUCT OR MISSING/INCORRECT ITEMS MUST BE REPORTED WITHIN ONE (1) DAY OF RECEIPT.
If your product is missing parts, defective, or damaged during transport, email FitBody Pilates at support@fitbodypilates.com with details of the problem, and we will contact you to determine how best to resolve the situation with the manufacturer. Our manufacturers will repair or replace defective equipment per their respective 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.
PILATES EQUIPMENT RETURN POLICY:
All Pilates equipment sold by FitBody Pilates Equipment is manufactured with the utmost care, using the highest quality components and carrying the best warranties in the industry. However, please note that as many products are made-to-order, reformers and large equipment may not be canceled or returned for a refund. In case of shipping delays, it may be possible to change your order to a different product.
NON-RETURNABLE PRODUCTS:
Unless covered by warranty, these products are not returnable:
- Custom products: any product ordered with custom upholstery or equipment configuration.
- Equipment: reformers, trapeze and mat tables, reformer/trapeze combinations, reformers with towers, wall units, chairs, and ladder barrels.
- Non-equipment products: springs, mat conversions, wall tower mats.
PILATES EQUIPMENT SHIPPING QUESTIONS:
If you have any further questions about shipping and delivery, please email us at support@fitbodypilates.com.
For more information on Shipping & Returns see our FAQ page.