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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 brands do you offer?

    We offer a wide selection of prestigious brands such as Balanced Body, Merrithew, and Peak Pilates. We plan to include international brands as well to provide our clients with the largest Pilates equipment selection online.

  • How can I narrow down the search results?

    You can narrow down the search results by utilizing the search filter on the left-hand side of the equipment page. You can select brand, model, price, etc. by simply clicking the box. The page should automatically refresh to your request.

  • 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 make a purchase?

    You can make a purchase directly online or by phone. For online orders you can add a product to the cart. When you’re ready to purchase, select the number icon in the top right-hand corner of the page which will take you to the shopping cart. You will then hit the, “Check out” button to proceed to shipping & payment information.

    Our trusted customer support team is available if you prefer to make a purchase over the phone. You’ll need to provide them with product information, shipping address, billing address, and payment details. All phone payments are not stored in our system for your security.

  • 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 100% 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 you will need to follow our return policy instructions. You will be accountable for any shipping costs and a 3% 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?

    Yes, financing is made available through PayPal Credit. There’s no payments and no interest if paid in full within 6 months on purchases over $100. Credit approval required. For more information, visit: https://www.paypal.com/us/webapps/mpp/paypal-credit/faq .

  • 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.