FAQ

DELIVERY & ORDERS

What are your delivery times?

Our large Pilates apparatus (Reformer, Cadillac, Ladder Barrel, Combo Chair, Wall Unit, Wall Board) is manufactured to order by our partner workshops, with rigorous quality control performed on every machine before shipment.

For in-stock items, delivery takes 5 to 12 business days. For made-to-order items, the total estimated lead time is 5 to 7 weeks from order confirmation, broken down as follows:

• Production and quality control: 7 to 14 business days
• International ocean freight: 3 to 5 weeks
• Last-mile delivery to your address: 2 to 5 business days upon arrival

For accessories, delivery takes 3 to 5 business days regardless of destination.

Business days are Monday through Friday, excluding public holidays. You will receive a personalized email at every key stage — production confirmation, dispatch, and final delivery — along with a tracking number for last-mile delivery.

How much does shipping cost?

Accessories ship free of charge to all available destinations.

For large apparatus, rates vary by destination:

All large apparatus orders are shipped under DDP (Delivered Duty Paid) terms — all import duties and customs fees are included in the sale price. No additional charges apply at delivery.

I haven't received my order — what should I do?

Once your order ships, you will receive an email with your tracking number and carrier details. If your package appears delayed, we recommend waiting an additional 2 to 3 business days, then:

1. Check progress via your tracking link.
2. Contact the carrier directly using the tracking number provided.

If the issue persists, reach out to us at contact@kaleopilates.com with your order number and we will investigate promptly.

My order hasn't shipped yet — why?

Several factors can delay a shipment:

• Temporary stock unavailability
• Customs clearance procedures for international shipments
• Force majeure events (severe weather, strikes, etc.)
• Internal quality control verification

If your order has not moved within 7 business days of confirmation, please contact us for a status update.

How is my order delivered?

For accessories, delivery is made to your standard mailbox or front door by your local postal or courier service.

For large apparatus, delivery is made in person by the carrier to the ground floor of your address. Please note that assembly and installation are not included. Someone must be present at the time of delivery to accept and sign for the shipment. In the event of an absence, a delivery notice will be left and you may arrange redelivery or collection directly with the carrier.

CANCELLATIONS & RETURNS

What is your return policy?

You have 14 days from the date of delivery to request a return on eligible items.

The following items are strictly non-returnable and non-refundable under any circumstances: Reformer, Cadillac, Ladder Barrel, Combo Chair, Wall Unit, Wall Board, and any custom or made-to-order configuration. The only exception is a confirmed manufacturing defect or a verified shipping error on our part.

For eligible returns, the item must be unused, unassembled, and returned in its complete original packaging including all accessories, manuals, and labels. Any sign of use may result in a reconditioning fee of up to 30% of the purchase price, or outright refusal of the return.

Return procedure:

1. Contact us at contact@kaleopilates.com before sending anything back. Returns sent without prior written approval will be refused.
2. Ship the item at your expense using a tracked and insured service.
3. Once received and inspected, your refund will be processed within 7 business days to your original payment method.

Can I modify my order?

You have a 6-hour window after payment confirmation to request any modification (shipping address, item, quantity) by contacting us at contact@kaleopilates.com. After this window, no modification is possible. For large apparatus, once production has begun, the order is final and cannot be modified or cancelled under any circumstances.

Can I cancel my order?

Within 6 hours of purchase: yes, free of charge. Contact us immediately at contact@kaleopilates.com.

After 6 hours, for accessories: you may refuse delivery upon receipt, and the package will be returned to us. A return procedure will then apply with return shipping costs at your expense.

For large apparatus: once production has been initiated, cancellation is not possible under any circumstances.

My product arrived damaged — what should I do?

Report the issue to us within 48 hours of delivery at contact@kaleopilates.com. Claims submitted after this window cannot be accepted.

Please include:

• Your order number
• Clear photos and/or video of the outer packaging and the damaged item
• A precise description of the issue (damaged part, missing component, wrong model, etc.)

We will respond within 48 to 72 business hours with one of the following resolutions:

• A replacement of the defective item, with all shipping costs covered by Kaleo Pilates
• A full refund of the item and standard shipping fees

No resolution will be provided without the required documentation listed above.

PAYMENTS & SECURITY

What payment methods do you accept?

We accept Visa, Mastercard, Apple Pay, Shop Pay, and bank transfer for all orders.

Is my payment information secure?

Yes. Our website uses SSL/TLS encryption (HTTPS) to protect all data transmitted during your session. Payment data is processed exclusively by Shopify Payments, which is fully PCI DSS compliant. Kaleo Pilates never stores your credit card number on its servers.

I want to dispute a charge — what should I do?

Before initiating any chargeback or dispute with your bank or credit card provider, please contact us first at contact@kaleopilates.com. Our team will make every effort to resolve your concern quickly and fairly. Filing a chargeback without contacting us first on a legitimately fulfilled order may be considered first-party fraud and will be challenged accordingly.

CONTACT

By phone: +1 818 659 2999
Monday – Friday: 10:00 AM – 6:00 PM (MT) — Saturday – Sunday: Closed

By email: contact@kaleopilates.com
We commit to responding within 24 to 48 business hours.