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Welcome to Reformer Supply! We are an Authorized Dealer for Pilates Machines!
Welcome to Reformer Supply! We are an Authorized Dealer for Pilates Machines!

Refund policy

Return & Refund Policy

Last updated: May 18, 2026

At Reformer Supply, operated by Polaris Store LLC, we are committed to providing transparent policies and excellent customer service. Please review the following cancellation, return, refund, and freight delivery terms before placing your order.

If you have any questions, please contact us:

Email: support@reformersupply.com
Phone: +1 800-656-2860

Business Hours:
Monday – Friday
9:00 AM – 5:00 PM EST

Order Cancellations

Orders may be canceled prior to shipment for a full refund unless the product is custom-made, made-to-order, or already in production.

If you need to request a cancellation, please contact us as soon as possible.

Custom & Made-to-Order Products

Many of our Pilates reformers and fitness equipment products are made-to-order or manufactured specifically for each customer order.

Because production often begins shortly after an order is placed, custom and made-to-order products may not be eligible for cancellation, return, or refund once processing or manufacturing has started.

Estimated lead times and shipping timelines may vary depending on manufacturer production schedules and product availability.

If you have questions regarding lead times or cancellation eligibility, please contact us before placing your order.

Returns & Exchanges

Eligible products may be returned or exchanged if they are:

  • Unused

  • Unopened

  • In original packaging

  • In resellable condition

Customers are responsible for:

  • Return shipping costs

  • Replacement shipping costs

  • Freight return charges when applicable

Certain products may not qualify for return based on manufacturer policies. Because many items are shipped directly from manufacturers, manufacturer return restrictions may apply.

Return Fees

Approved returns may be subject to:

  • Return shipping charges

  • Freight carrier fees

  • A restocking fee of up to 20%

If exchanging for another product, some fees may be reduced depending on the item and manufacturer.

Return Window

Return requests must be submitted within 30 days of delivery unless otherwise stated on the product page or required by the manufacturer.

Refund Processing

Approved refunds are generally processed within 7 business days after the returned item has been received and inspected.

Refunds are issued to the original payment method only.

Transaction & Financing Fees

Payment processing fees may be deducted from approved refunds when applicable.

Examples may include:

  • Standard credit/debit card processing fees

  • Financing or installment payment processing fees

Shipping & Delivery Estimates

Estimated shipping and delivery times shown on our website are estimates only and are not guaranteed.

Delivery timelines may vary due to:

  • Manufacturer production schedules

  • Freight carrier scheduling

  • Supply chain delays

  • Weather conditions

  • Carrier delays outside of our control

Freight Delivery Inspections

Due to the size and nature of freight shipments, customers are responsible for inspecting deliveries upon arrival.

When receiving your order, please:

  • Verify the number of packages received

  • Inspect packaging for visible damage

  • Take photos of any damage or irregularities

  • Note any damage, missing items, or concerns on the carrier’s delivery receipt whenever possible

Examples may include:

  • Damaged packaging

  • Torn or opened boxes

  • Missing packages

  • Visible product damage

If you notice any discrepancy, even a minor one, please do not discard packaging materials.

Damage Claims

Customers must notify Reformer Supply within 24 hours of delivery for visible freight damage.

Please email support@reformersupply.com with:

  • Photos of the product

  • Photos of packaging

  • Shipping labels

  • A description of the issue

Please keep all original packaging materials until the claim has been resolved.

Warranty Information

Warranty policies vary by manufacturer and product. Please refer to individual product pages for warranty details.

Warranty coverage applies to eligible functional defects and does not replace freight damage reporting requirements.

Promotional Offers

For Buy-One-Get-One (BOGO) or bundled promotions:

  • All promotional items must generally be returned together for a full refund

  • Partial returns may qualify for store credit or adjusted refund amounts

Chargebacks & Order Issues

If there is an issue with your order, please contact our support team first so we can work toward a resolution.

We are committed to resolving customer concerns fairly and professionally.

Contact Information

Reformer Supply (Operated by Polaris Store LLC)

4810 SW 57th Terrace
Davie, FL 33314
United States

Phone: +1 800-656-2860
Email: support@reformersupply.com
Website: www.reformersupply.com

Business Hours:
Monday – Friday
9:00 AM – 5:00 PM EST