FLO Pilates Home Reformer

As soon as you place your order, you will receive an order confirmation email. This confirms that we have received your order and pre-authorized your credit card for the purchase.If your item(s) are available for immediate shipment, we will process the payment and submit your order for shipping. If an item is backordered or out of stock, we will contact you by email. If you choose not to wait for the item to become available, we will void the pre-authorization.It is the customer's responsibility to carefully review the order confirmation email and make sure all products, sizes, colors, and selected options are correct.Before placing an order, customers are responsible for confirming that the item(s), including the shipping packaging, will fit in the intended space and through any doors, hallways, corridors, and stairways required for delivery. Returns due to size or fit issues are the customer's responsibility and are only available for products that qualify for returns.

If the item(s) you ordered are in stock and ready to ship, they will typically ship within 5-10 business days from the date your order is placed. Shipping times are estimates and are not guaranteed.Processing and shipping times may be longer during holidays, high-volume periods, or supplier warehouse delays. If a significant delay affects your order, we will contact you by email.Estimated delivery times vary by product and can be found on each product page. All estimated delivery dates and lead times are estimates only and are subject to change. Made-to-order and custom products may require additional time.Reformer Supply currently ships within the 48 contiguous United States.We do not currently ship to Alaska, Hawaii, Puerto Rico, U.S. territories, P.O. Boxes, military addresses, or freight forwarders.Some products may have additional shipping restrictions based on the manufacturer, product size, or delivery location..Once an order has shipped, the delivery address cannot be changed. If an order is returned because of an incorrect or unavailable delivery address, it will be handled according to our standard return policy, including any applicable return fees. This applies only to products that are eligible for return.Some of our products are shipped using fully insured freight carriers rather than standard ground shipping. Unless otherwise stated, ground and freight shipments are delivered curbside. This means the carrier will deliver your shipment to the curb, roadside, or end of your driveway.Lift-gate service may not always be available, and some packages may be too large for a lift gate. The driver may also decline to use a lift gate if they determine that it cannot be used safely. In these situations, the customer is responsible for assisting with unloading the shipment from the truck.For residential and commercial deliveries, the customer is responsible for moving the package(s) from the delivery point into the home, garage, business, or other desired location and for arranging assembly unless additional delivery or assembly services have been purchased.

Within 24 hours of your order leaving the warehouse, we will send tracking information to the email address provided at checkout.If you do not receive tracking information within the estimated shipping timeframe, please check your spam, junk, and other email folders. You can also search your inbox using the order number from your order confirmation email.If you still cannot locate your tracking information, please contact us and we'll be happy to assist you.Your shipping confirmation email will include the carrier's website and tracking number. If you are unable to track your shipment online, you may contact the carrier directly and provide your tracking number. The carrier can provide the most current information regarding the status of your shipment.

We do our best to ensure that all orders are processed and delivered as quickly as possible.For orders shipped by freight carrier, a delivery appointment must be scheduled before delivery. Once your shipment arrives at the carrier's local terminal, the carrier will contact the phone number provided with your order to arrange a delivery date and available time window.It is the customer's responsibility to schedule the delivery appointment directly with the freight carrier. We recommend monitoring your tracking information and contacting the carrier proactively once your shipment reaches the local terminal.Scheduled delivery appointments are not guaranteed and may be changed or delayed by the freight carrier. While we understand that delays can be inconvenient, carrier delays, scheduling changes, or shipment issues are outside of Reformer Supply's control and are not grounds for cancellation without applicable fees. Customers must allow the carrier a reasonable opportunity to resolve the issue and complete delivery.If you choose to cancel your order because of a freight delay, loss, scheduling issue, or other carrier-related problem before allowing the carrier an opportunity to resolve the situation, the request will be treated as a standard cancellation and applicable shipping costs and restocking fees may apply.An adult 18 years of age or older must be present at the time of delivery to receive the shipment and sign the Bill of Lading (BOL).

All orders placed through Reformer Supply are subject to our shipping and receiving guidelines. These instructions are available on this page and will also be provided after your order ships.Please read these instructions carefully. Failure to inspect your shipment and properly document shipping damage at the time of delivery may affect our ability to file a freight claim on your behalf. Damage that is not documented according to these instructions may not be covered.If your shipment is damaged during transit and the receiving instructions below are followed, we will work with you and the manufacturer/carrier to arrange the appropriate replacement parts or resolution.Please follow these steps when receiving your shipment:1. VERIFY THE BOX COUNTCount all boxes and compare the number received with the Bill of Lading (BOL) provided by the freight carrier. If any boxes are missing, notify the driver immediately and write the missing box(es) on the Bill of Lading before signing it. Make sure the shortage is documented in writing.2. INSPECT FOR VISIBLE DAMAGECarefully inspect every box, crate, and package before signing for the delivery. Look for punctures, tears, crushed corners, open packaging, or any other signs of damage.If you see any damage, notify the driver and clearly note the damage on the Bill of Lading before signing. We also strongly recommend taking photos of the damaged packaging and shipment.Signing a Bill of Lading without noting visible damage generally indicates that the shipment was received in acceptable condition and may significantly limit our ability to pursue a freight damage claim. Damage discovered after an unqualified delivery receipt may be considered concealed damage and may be subject to different carrier claim requirements.Manufacturer defects are separate from freight damage and will be handled according to the applicable manufacturer's warranty.IMPORTANT: Please inspect your shipment thoroughly before the driver leaves and document any missing items or visible damage on the Bill of Lading.Following these receiving instructions gives us the best opportunity to quickly resolve any shipping damage or missing-package issues.

If you notice any damage when inspecting your shipment:Document the damage before the driver leaves. Notify the driver and make sure all visible damage is clearly noted on the Bill of Lading (BOL) and delivery paperwork. Take clear photos and/or video of the boxes, packaging, damaged areas, and the Bill of Lading, and send them to us.Contact Reformer Supply immediately so we can begin working with the carrier and/or manufacturer to arrange replacement parts or another appropriate resolution.Do not accept a visibly damaged box. Ask the driver to take the damaged box back. Please keep any boxes and packages that arrived in good condition.All shipping damage must be reported to Reformer Supply within 24 hours of delivery. Damage reported after this period may not be eligible for a freight claim, replacement, or other resolution.If the damage is cosmetic only, we reserve the right to resolve the issue by providing a replacement part or arranging professional repair when appropriate.If we submit a damage claim with the carrier or manufacturer, we may be able to arrange replacement parts or a refund before the carrier's final claim decision is completed.You must keep the damaged item(s), all original packaging, boxes, cartons, and shipping materials until we confirm that the claim has been fully resolved. The carrier or manufacturer may require these items for inspection or claim processing.Discarding the damaged item or original packaging before the claim is closed may prevent us from completing the claim and could affect your eligibility for a replacement or refund.

Your satisfaction is important to us, and we want you to be confident in your purchase.Please note that return policies vary by manufacturer, and some products are not eligible for return. We strongly recommend reviewing the product information and applicable return policy before placing your order.Non-Returnable ItemsThe following items are generally non-returnable:Large equipmentCustom or made-to-order productsNon-returnable products are still protected by the applicable manufacturer's warranty. Defective products or parts will be handled according to the manufacturer's warranty terms.Products shipped by freight carrier are insured against eligible shipping damage. As long as our Shipping & Receiving instructions are followed, we will work with the carrier and/or manufacturer to arrange an appropriate replacement or resolution for covered shipping damage.How to Return an Eligible ProductEligible products must be returned within 30 days of the order date.Products must be unused, in their original packaging, and in the same condition in which they were received to qualify for a refund.For returns unrelated to damage or defects, the customer is responsible for arranging and paying all return shipping costs.Approved returns are subject to a 20% restocking fee. A 3% payment processing fee may also be deducted from refunds for credit card transactions.Returned products must be shipped using a trackable shipping service and/or shipping insurance. Reformer Supply cannot guarantee receipt of returned merchandise that cannot be tracked.All returns must be authorized by Reformer Supply before being shipped back. Please contact us before returning any product.

Most of our products ship directly from our suppliers or manufacturers' warehouses, and orders are prepared for shipment quickly after they are placed. For this reason, orders may only be canceled within 1 hour of being placed, and cancellation is not guaranteed.If you need to cancel an order, please contact us as soon as possible. Your cancellation request should include your order number, contact information, and the name of the product(s) you wish to cancel. We will do our best to accommodate your request.If your order has not yet been processed or shipped and can be canceled, you will receive a cancellation confirmation by email. If the payment has not yet been captured, the transaction will be voided. If your card has already been charged, a refund will be issued to your original payment method, less a 3% processing fee.If your order has already been processed or shipped and can no longer be canceled, you may refuse the delivery or return the product after delivery, provided the product is eligible for return.In this case, the return will be subject to return shipping costs, applicable restocking fees, and a 3% credit card processing fee, which will be deducted from your refund.Refunds will be processed after the returned product has been received at the warehouse and inspected.

In addition to standard ground and curbside delivery, professional installation is available for select products for an additional fee. Installation can be purchased directly from eligible product pages or through our Professional Installation page.Installation pricing is per item. If your order contains multiple products requiring installation, the service must be purchased separately for each item.Please note that professional installation does not change the delivery method. Your order will still be delivered curbside. It is the customer's responsibility to move the package(s) from the curb or delivery truck into the home, garage, business, or other location where the product will be stored.After your order has been delivered, you must inspect the shipment according to our receiving instructions and confirm that all parts are present, undamaged, and ready for installation. Once confirmed, contact us with your available dates and times. We will then locate an available installer in your area and confirm the installation appointment with you.Once installation is complete, the installation team may take photos of the completed work. If you have any concerns, please notify the installer and make sure they are noted on the installation receipt. By signing the installation receipt without any comments or concerns, you are confirming that the installation has been completed and the product is in good condition.Removal of boxes, packaging, debris, and trash is not included with professional installation unless otherwise specified.Professional installation is performed by independent third-party service providers, not by Reformer Supply. Reformer Supply is not responsible for losses, damage, delays, or other issues caused by third-party installers or movers. Any damage caused by an installer or mover is subject to the service provider's insurance coverage. If damage occurs, we will assist with the claim process and do our best to help resolve the issue.Installation pricing or availability may need to be adjusted due to circumstances including:Installation on an upper floor or basement requiring stairs, turns, or difficult access.Delivery locations in remote areas with limited installer availability.A significant distance between the curb/delivery point and the installation location.If you purchase professional installation and the service cannot be provided, your product order will continue to be processed and you will not be charged for the installation service (or the installation charge will be refunded if already collected).Any additional installation charges are the customer's responsibility. We will notify you of installer availability and any additional costs after reviewing your order and installation location.

Product colors may appear differently depending on your monitor, device, browser, and display settings. Because screens are calibrated differently and online color reproduction is not always exact, we cannot guarantee that the color displayed on your screen will precisely match the actual product.We make every effort to display product images and colors as accurately as possible. However, variations between the images shown on our website and the actual product may occur.If an exact color match is important to you, we strongly recommend requesting a color sample before placing your order. If a sample is available from the manufacturer, we will be happy to arrange one for you.Returns are not accepted based on color variations or differences between the color displayed online and the actual product.

If any part of our Shipping & Returns Policy does not address a specific situation or requires further clarification, the applicable manufacturer's policy will apply.Because manufacturer policies may vary and change over time, the customer and Reformer Supply agree to follow the manufacturer's current shipping and return policy in such situations.