Professional Assembly Service

Order Confirmation:

Once your order has been placed, you will receive an email with your order confirmation. This email confirms that we have received your order in our system. We then reach out to our suppliers to confirm that it is in stock and available for immediate shipment. Once confirmed we will process the charges and submit your order for shipment. In the instance that your order is unavailable we will void the pre-authorization and inform you via email.

In the United States we offer Free Shipping on select products. On some products there is the option to upgrade to a faster shipping service.

Standard delivery for Pilates Equipment is curbside - as close to your entrance or garage as possible.

Large equipment is either shipped by air or ground via freight carrier. The equipment is carefully packed in a cardboard or plywood box.

For curbside delivery, the driver does not require assistance in unloading the equipment from the truck. It is advisable to have two individuals present to help unpack and transport the equipment inside the premises.

A phone call will be made by the carrier to arrange your delivery. The cost of delivery covers one scheduled attempt. Failure to be available during the scheduled time may result in additional charges.

Check the waybill before accepting delivery to ensure all packages listed on it have been delivered to you.

Upon delivery, please inspect your order and note any shipping damage to outer box prior to signing for receipt of the order. We cannot be responsible for damage to your order that is not reported and noted on the waybill.

Order Shipment:

Tracking will be sent to you via email as soon as your order is shipped. If you do not receive tracking information from us, feel free to follow up with us at sales@pilatesmatters.com.

*Free US Shipping excludes Lagree Micro & Mini and Merrithew products. It also excludes shipping to Alaska, Hawaii and Puerto Rico.

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to returns@pilatesmatters.com and we will process an insurance claim on your behalf.

Cancellations & Refunds:

If your order is cancelled within 24 hours we will be able to provide you with a refund. If it has been longer than 24 hours we will try our best to cancel your order however there is no guarantee we will be able to. It is important to contact us as soon as possible when attempting to cancel an order. Shipped orders are not eligible for cancellation or returns. If your order is eligible for a refund you may be held accountable for actual return shipping charges and the processing fee on credit card transactions. Refunds will only be issued to the original credit card that you use when placing your order.

Returns:

Even though we have complete faith in every product we offer, we recognise that you might have second thoughts or that your purchase may not live up to your expectations. We have a 30-day return policy for the many of our products as a result. 

30-day return policy applies for: Align Pilates Accessories, Elina Pilates Accessories, Merrithew Accessories, BASI Systems Accessories, MetaLife Accessories and HUUM products. Please note you may be liable for the return shipping and a restocking fee.

Products in which all sales are final: Elina Pilates (excluding accessories), Merrithew (excluding accessories), BASI Systems (excluding accessories), Cryospring, Activemine Pilates, Align Pilates (excluding accessories), Fitkon, Lagree Fitness, Peak Pilates, Private Pilates and MetaLife Pilates (excluding accessories).

Pilates Matters® has partnered with Klarna & Shop Pay to offer customers the option to use financing on their purchase. 

The financing options are available in the checkout.

Selecting a financing option will not affect the shipping or delivery time of your product. Your product will be delivered to your door at the same speed that it would if you were to purchase using any other payment method.

Each financing option is slightly different, so use the information below to select the option which is best suited for you.

Easy and Simple. No bank account or credit card required. Manage your payment at any time by logging into your account at www.klarna.com.

1. Add items to your cart.
2. Select "Klarna" as your payment method at checkout.
3. Enter simple information and know instantly if you’re approved.
4. Klarna will send you an email confirmation and payment reminders.
5. Complete all future Klarna purchases with just a single click.

Each financing option is slightly different, so use the information below to select the option which is best suited for you.

Either pay in full or split your payments into instalments.

You can choose between the following instalment payment options at checkout:

• Four, biweekly, interest-free payments, for orders from 50 USD to 999.99 USD.
• Monthly payments for orders from 150 USD to 17,500 USD. Monthly instalment orders are interest-bearing from 10 to 36% APR, and may be paid in three, six, or twelve months depending on purchase amount.

1. Add items to your cart.
2. Select "Shop Pay" as your payment method at checkout.
3. Select to pay in instalments.
4. Review all of the instalment payment options that are available to you, and then choose the option best suited for you.
5. Review your purchase, and then make your first payment at checkout.

The estimated payment amount excludes taxes and shipping. Rates range from 0-36% APR. Payment options through Shop Pay Installments are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. More options may be available upon approval. State notices to consumers: affirm.com/licenses.