Shipping & Returns
Shipping & Returns Policy
SHIPPING METHODS
To-Door
Our delivery partners will deliver your crate as close to your door as possible. Due to the nature and size of the package, if your front entry has stairs, they will place it either at the base of your entry steps or in your driveway. As our Reformers arrive mostly assembled, we recommend that you unpack the crate and carry your Reformer inside. We will provide you with easy-to-follow video tutorials to complete the final steps of setup.
- Available: Across the Continental US (excl. Alaska and Hawaii)
Room of Choice
Our delivery partners will deliver the Reformer to your designated Pilates space, unpack it, and will dispose of any trash so that you can begin adding the easy final touches to assemble your Reformer. We will be providing you with easy-to-follow video tutorials to complete the assembly, no tools required. Please note that if deemed unsafe due to the condition of stairs or clearance from wall and ceiling height, your Reformer will be delivered to your second room of choice that is located on the ground floor.
- Available: Across the Continental US* (excl. Alaska and Hawaii). *Availability may vary depending on your region.
Your Reformer Valet Delivery & Installation
Your Reformer Valet is our premium delivery service provided by our own internal Delivery Team. Our staff will deliver your Reformer, assemble it in a room/space of your choosing, dispose of packaging and trash, and will even walk you through the setup and answer any questions you may have. Please note that if deemed unsafe due to the condition of stairs or clearance from wall and ceiling height, your Reformer will be delivered to your preferred location on the ground floor.
- Available: Eligible locations within the Southern California region. Delivery options that are available to your location will appear during checkout.
The Rental
Our Delivery Team will deliver and assemble your Reformer in your designated Pilates space, along with all of your essential Pilates accessories. To provide the ultimate flexibility for you to have our Rental as long as you need it, your rental just continues week to week until you give two weeks notice to have us come and collect it. At this point, we will let you know a day and window that we will be back in your area for the Reformer and its accompanying accessories to be picked up (your collection is included in your initial delivery fee). Please note that our priority is the safety of our team as well as preserving the condition of your home. To avoid potential damage to your walls, if deemed unsafe due to the condition of stairs or clearance from wall and ceiling height, your Reformer will be delivered to your preferred location on the ground floor.
- Available: Eligible locations within the Southern California region. If you are located within an eligible area, this will come up during checkout.
SHIPPING TIMELINES
Accessories (if in stock) will be shipped within 2 business days of placing your order and if they have been purchased on the same order as a Reformer, they will be shipped separately from our Anaheim warehouse.
For Purchase Model Reformers outside of our Valet zone (if in stock), we dispatch your order within 3 business days of placing the order. Should your Reformer be on preorder, please refer to your order confirmation for a guide to the expected arrival of your order into our Anaheim warehouse and we will keep you updated with any information you need closer to this date.
Please Note shipping information cannot be updated or changed once an order has been fulfilled and shipped from our warehouse. Please make sure all information under shipping is correct before finalizing your order.
SHIPPING COSTS
Purchasing a Reformer and you live within the SoCal Area?
Your Reformer Valet is available to eligible SoCal regions (specifically from Santa Barbara down to San Diego and Palm Springs). This is complimentary to those that are located within eligible regions. Our internal Delivery Team will deliver the Reformer, install it, remove any trash and answer any questions.
Purchasing a Reformer and you live outside of the SoCal Area?
The delivery options available to your area will display once you add the Reformer to your cart. Choose your shipping option at checkout to take advantage of the great services that our shipping partners provide.
To-Door: $200
Room of Choice: $300
Choosing The Rental?
Your Rental Delivery Fee of $99 also includes final collection of the Reformer once you have provided two weeks' notice of your desire to cancel your Rental agreement.
Just purchasing Accessories?
Accessory postage is capped at $10 for under $50 spend value, or free if you spend over $50.
Returning The Original, The Original Folding, or The Studio.
If you are not satisfied with your Reformer (The Original, The Original Folding, or The Studio), you can request a return within 14 consecutive days of your delivery.
Your Reformer’s guarantee doesn’t cover ordinary wear and tear, or damage caused by improper use or accidents subject to the terms of our Limited Warranty for The Original, The Original Folding and The Studio.
Because of the size and weight of our fitness equipment, we do not offer a refund for any shipping or delivery charges that you may have paid to receive The Original, The Original Folding, or The Studio. Returns will be charged an additional return shipping fee of $250 or more, to cover the cost of bringing the crate back to our Anaheim Warehouse. The final amount will be confirmed with you and deducted from the refund amount of your purchase.
If the Reformer (The Original, The Original Folding or The Studio) is returned in damaged condition, with missing parts, or otherwise has signs of abuse, Your Reformer reserves the right to refuse a refund or to charge additional restocking fees, at Your Reformer’s sole discretion.
Reformers that were shipped outside of our Valet Delivery areas must be in their original packaging including the crate it arrived in. If the Reformer (The Original, The Original Folding, or The Studio) is returned in damaged condition or with missing parts, you may be charged an additional restocking fee.
To initiate a return, please contact us at hello@yourreformer.com and include:
- Reason for return
- Photos of Reformer and inclusions (if applicable)
- Order number
Returning Accessories
The following merchandise may not be returned or exchanged if they have been worn, used, or purchased marked down/sale item, or been provided as a gift with purchase:
- Apparel
- Socks
- Accessories
- Drink Bottles
- Mats
- Towels
All other returns must be made within 14 days of purchase and must be shipped in the original packaging with tags still attached at your expense. Your Reformer does not offer free returns of exchanges and is not responsible for packages lost in transit without proof of tracking. Refunds for purchases will be credited back to the original payment method only once return is received and checked.
A $10 flat rate shipping fee will apply to all return items, which will be deducted from the final reimbursement.
To initiate a return, please contact us at hello@yourreformer.com and include:
- Reason for return
- Photo of item/s being returned
- Order number
Exchanging Accessories
If the socks or apparel you receive aren’t the appropriate size for you, we're happy to exchange them for you within 14 days of purchase.
A $10 flat rate shipping fee will apply to all exchange items.
To request an exchange, please contact hello@yourreformer.com and include:
- Size you are returning and what size you are requesting
- Photo of item/s being exchanged (to confirm condition)
- Order number
After we confirm your request via email, we will provide a shipping address, and you can organise to send the item/s back to Your Reformer at your expense. Your Reformer is not responsible for packages lost in transit without proof of tracking. Once we receive your return item/s we will organise the replacements to be shipped in your new size as soon as possible.