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Frequently Asked Questions [FAQ's]

Thank you for placing an order with us at Pilates Connector™ Our dedicated team is available to guide you step-by-step through the process of purchasing your next Pilates Reformer. Whether you’re new to Pilates or an experience Pilates member, it’s completely normal to ask questions. Below are some frequently asked questions to provide you with more information. If you don’t see an answer that you’d like to know, please reach out to us at support@pilatesconnector.com and one of our trusted team members will be able to assist you!

  • How do I check my order?

    You'll receive an email confirmation once your order is placed. Your order will be processed with the manufacturer in 1-2 business days after your purchase. Lead time ranges from product to product , however we're expecting anywhere from 10-20 days on most products. You'll receive a tracking number once your order leaves the factory. Your order is still being processed if you don't get an update in between your confirmation & tracking email. You can expect shipping to take 6-12 days once your order leaves the warehouse. Please feel free to contact us if you have any more questions. We appreciate your patience!

  • What are your hours of operation?

    Monday-Friday from 9 am-9 pm EST
    Saturday -Sunday from 11am-6 pm EST

    Your call is especially important to us. If we’re unable to pick up due to the high call volume, simply leave us a voicemail and we will contact you back promptly. For after hours, please send us an email at support@pilatesconnector.com and a representative will get back to you as soon as possible to answer your inquiries.

  • How do I change or modify my order?

    You can change or modify an order once the order is placed. Customers have 24 hours to contact our customer service department with the requested modification. Please make sure to have your order number on hand along with the desired change. We try to process orders as soon as possible. Changes made after 24 hours will not be considered, because there’s a good chance it’s already in production or being shipped.

  • How can I cancel my order?

    We can honor a refund if your product is cancelled within 24 hours. It’s important to contact us as soon as possible when trying to cancel an order. Please submit your request in writing including the order number, product, and your contact information. We will try our best to cancel for you. If the product is in production or already shipped, then it's too late to cancel your order. Not all orders can be cancelled after 24 hours. All if your order is eligible for a refund, it will be accountable for any shipping costs and processing fee on credit card transactions.

  • How will I know my order is confirmed?

    You’ll receive a confirmation email after placing your order. It’s important to hold onto that email so you can reference your purchase number if needed. If you do not receive a confirmation email, please double check your email spam folder to ensure it was not misplaced. You’ll receive a separate shipping email once your order has left the factory.

  • Will my payment be securely processed?

    We’re committed to protecting your personal information. All transactions are strictly protected with our PSP, Sage Pay, SSL certified secure payment system.

  • What payment methods do you accept?

    We accept most major credit cards; Mastercard, Visa, Amex, Discover, Apple PAY, Google PAY, and PayPal.

  • Do you offer financing for your products?

    AFFIRM FINANCING

    WHAT IS AFFIRM?

    Affirm is a financing alternative to credit cards and other credit-payment products. Affirm offers instant financing for online Pilates Connector purchases to be paid in fixed monthly installments over 3, 6, or 12 months.

    WHY BUY WITH AFFIRM?

    Buy and receive your purchase right away and pay for it over several months. This payment option allows you to split the price of your purchase into fixed payment amounts that fit your monthly budget.

    If Affirm approves your loan, you'll see your loan terms before you make your purchase. See exactly how much you owe each month, the number of payments you must make, and the total amount of interest you'll pay over the course of the loan. There are no hidden fees.

    The application process is secure and real-time. Affirm asks you for a few pieces of information. After you provide this information, Affirm notifies you of the loan amount that you're approved for, the interest rate, and the number of months that you have to pay off your loan -- all within seconds.

    You don't need a credit card to make a purchase. Affirm lends to the merchant directly on your behalf.

    You may be eligible for Affirm financing even if you don't have an extensive credit history. Affirm bases its loan decision not only on your credit score, but also on several other data points about you.

    Affirm reminds you by email and SMS before your upcoming payment is due. Enable Autopay to schedule automatic monthly payments on your loan.

    WHAT IS REQUIRED TO HAVE AN AFFIRM ACCOUNT?

    To sign up for Affirm, you must:
    - Be 18 years or older.
    - Residents of Iowa (IA) or West Virginia (WV) do not qualify.
    - Provide a valid U.S. home address.
    - Provide a valid U.S. mobile or VoIP number and agree to receive SMS text messages. The phone account must be registered in your name.
    - Provide your full name, email address, date of birth, and the last 4 digits of your social security number to help us verify your identity.

    HOW DOES AFFIRM WORK?

    Affirm loan-application process steps:

    After adding items to your shopping cart, proceed to check out and choose Pay with Affirm. Affirm prompts you to enter a few pieces of information: Name, email, mobile phone number, date of birth, and the last four digits of your social security number. This information must be consistent and your own. All sensitive information is safely encrypted and protected using standard security protocols. To ensure that you're the person making the purchase, Affirm sends a text message to your cell phone with a unique authorization code.

    Enter the authorization code into the application form. Within a few seconds, Affirm notifies you of the loan amount you're approved for, the interest rate, and the number of months you have to pay off your loan. You have the option to pay off your loan over three, six, or twelve months. Affirm states the amount of your fixed, monthly payments and the total amount of interest you'll pay over the course of the loan.

    To accept the Affirm financing offer, click "Confirm Loan" and you're done!

    After your purchase, you'll receive monthly email and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment is due 30 days from the date Pilates Connector processes your order.

  • What should I do if I’m having trouble processing my card?

    Check to make sure all the information is entered correctly. Most of the time, that’s usually the case. If the issue continues, please contact our customer support team.

  • How long does shipping take?

    Due to the COVID-19 pandemic, you can expect extended delivery times. Average shipping is between 10-20 days. Products with limited available you can expect a wait time of 4-5 weeks+. Please contact customer support for specific product delivery times.

  • Where is my order coming from?

    All orders ship factory direct. The manufacturing warehouses are in a wide range of locations. For a specific brand inquiry, please connect our customer support team for further explanation.

  • What’s a “Beyond Fee”?

    Very rarely, customers located in a very remote shipping area can be subject to an additional shipping fee. If you live in a remote location, please contact us before placing your order so we can provide you with accurate pricing.

  • How does the delivery process work?

    You’ll receive an email with a tracking number once your order ships from the warehouse. It’s important to make sure you’re available when your package arrives. You’ll be responsible to be present for the delivery. If you miss your delivery, you will need to reschedule a delivery date and time.

    Once you received your package, it’s important to inspect it before signing for it to identify any shipping damage. You’ll need to contact us immediately, provide photos of the damage, and have it returned to the manufacturer if so.

  • What does is curbside delivery, and what should I expect?

    Curbside delivery means you’ll receive freight delivery that’s dropped off at the curb. You will most likely need additional assistance to get the package inside your residence. Plan on asking a neighbor or friend for assistance. Most of the time assembly is quick and easy once it’s in the location of choice. You’ll be responsible for removing any packaging materials.

  • What is the customer's responsibility with Handy White Glove Assembly

    Our team is here to help you! You'll receive an email with your tracking number once your order ships from the warehouse. It is your responsibility to call the delivery company to set up a delivery appointment (date & time). We are not able to set up your delivery appointment for you because we are not the ones receiving the package. You will need to contact Pilates Connector customer support at least 72 hours before your delivery date so we can arrange your assembly team. Please contact us at support@pilatesconnector.com. Make sure to include your order number and delivery appointment information. You will receive a confirmation email once your team is successfully booked.

  • Do our products come with a warranty?

    Product warranties are listed on the product description page. You can also find warranty information on manufacturing websites. We can help you if you would like assistance contacting the manufacturer with a warranty claim. Please contact our customer support team for assistance.