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Shipping & Returns

We Offer Free Shipping on Orders over $50. All orders under $50 will be charged a flat rate $5 shipping fee for ground service. 

Where We Ship: 

At this time, our products are only available for the contiguous 48 United States. However, our international customers should feel free to contact us directly at sales@pilatesflexibility.com. We will respond directly, or tell you if a representative serves your country.

Order Confirmation: 

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.

Shipping Time Frame & Policy: 

If your order is stock and we process the charges to your credit card, it will ship within 5 business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within 6 business days of your order, feel free to follow up with us at sales@pilatesflexibility.com. 

Our shipping policy includes 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 could be subject to additional charges.

When Additional Charges May Apply: 

Additional charges for stairs and unusual conditions (e.g. 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. 

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. 

If you are unable or unwilling to accept delivery without order cancellation, you may choose to return the product. All Returns are subject to a 35% processing fee and the buyer will be responsible for shipping product back to authorized address attached to the Return Authorization Number with insurance and tracking. Refunds will be processed upon receipt of product and inspection by our team.   

Unforeseen Delays: 

We cannot be responsible for or make compensation for unforeseen delays caused by circumstances beyond our control. These circumstances may include shipping company delays, customs/border clearance delays, inclement weather and natural disasters. 

Damages:

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. We will not be responsible for damage to your order that is not reported & noted on the waybill. If your item(s) do arrive damaged, please send photos to returns@pilatesflexibility.com and we will process an insurance claim on your behalf.

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 5 BUSINESS DAYS OF RECEIPT.

Cancellations & Refunds:

All orders canceled after 48 hours are subject to a $20 administration fee if your order has not shipped. If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges and will be charged a 35% processing fee after being issued a Return Authorization Number. Refunds will only be issued to the original credit card that you use when placing your order.

Easy Returns: 

At Pilates FLEX, we're serious about making sure you're happy with your product. If you don't like what you've purchased for any reason, contact us within 30 days of receipt* at returns@pilatesflexibility.com. We'll be happy to help you process the return by issuing a Return Authorization Number.

*There are a few exceptions you should be aware of: 

  • 3B Scientific + Stark Pilates Product: These manufacturers only accept returns 14 days from receipt. 
  • Merrithew/STOTT: Within 30 days of receipt of your order, you may return any of these items for a full refund, exclusive of shipping and our 35% returns processing fee, provided they are unused and in their original condition.
    • Fitness Circle® Lite & Pro resistance rings
    • Flex-Band® exercisers and handles
    • Mats
    • Stability Balls™/Toning Balls™
    • Foam Cushions
    • Rubber Pads
    • Foam Rollers™
    • Clothing
All Merrithew/STOTT equipment is manufactured with the utmost care, using the highest quality components, and carries one of the best warranties in the industry. As all products are custom made to order, equipment purchased from this manufacturer may not be returned for refund. However, if the product is defective, we'd be happy to help you resolve the situation as quickly as possible. Just send us a note at returns@pilatesflexibility.com with the problem and we'll work to provide you solutions.
 
Returns Processing Fee: 

All Returns subject to a 35% processing fee and the buyer will be responsible for shipping product back to authorized address attached to the Return Authorization Number with insurance and tracking. Refunds will be processed upon receipt of product and inspection by our team.   

If your product is defective, call us at returns@pilatesflexibility.com indicating the problem and we will contact you as soon as possible to discuss further and determine how best to resolve the situation.

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