Cancellations & Refunds Policy
At Pro Pilates Gear, we take pride in offering industry-leading return policies. You can cancel your order free of charge anytime before it ships (some exceptions apply for custom orders, detailed below).
For inquiries, please email support@propilatesgear.com or call us at (805) 398-6139.
Order Cancellations (Before Shipping)
If you need to cancel your order, contact us promptly. We will issue a full refund before your order leaves the warehouse. You can reach us during business hours at (805) 398-6139, via chat in the bottom-right corner of our website, or by emailing support@propilatesgear.com at any time.
Cancellations for Custom Orders
Custom or made-to-order products cannot be canceled or refunded as they are specifically produced for your request. These units are built to your specifications once you place your order. Your warranty will ensure a fully functional product. If you’re unsure whether your product is custom or made-to-order, contact us for clarification.
Note: All sales for custom-made or made-to-order products are final.
Refunds and Returns
If you need to exchange a product, you are responsible for any associated shipping costs.
Not all shipped orders qualify for returns, as our ability to accept returns depends on the manufacturer’s policy. If you need specific details about the return policy for a particular brand or product, please contact us.
Important:
• Outright returns are subject to a 25% restocking fee and return shipping costs due to increased LTL/freight shipping expenses.
• Replacement products may qualify for partial cost coverage; contact us for details.
• Customers have 30 days from the delivery date to initiate a return unless stated otherwise on the product page. Manufacturer-specific return policies override this general 30-day policy.
Shipping Times
We strive to deliver your order promptly. Shipping times listed on product pages are estimates based on supplier and freight information. Delays can occur due to factors beyond our control, including supply chain issues, manufacturing backlogs, and shipping demand.
We appreciate your understanding and patience during these times and value your business.
Customer Responsibilities
By purchasing from Pro Pilates Gear, you agree to the following terms:
• Inspect packages upon delivery, note and photograph any damage, and notify us within 24 hours at support@propilatesgear.com.
• Return products in unopened and unused condition, subject to applicable restocking fees.
• Orders already shipped are not eligible for full refunds.
• Returns for shipped orders will incur return shipping and restocking fees (typically 25%).
• Shipping estimates are subject to change and are not guaranteed.
Damages
Inspect item packaging upon delivery. If damaged, document the issue with photos and notify us within 24 hours. Send photos of the damage, box, and SKU, along with a brief description, to support@propilatesgear.com. Failure to report freight damage within 24 hours will render claims invalid.
Warranties
Warranty policies vary by manufacturer. Refer to individual product pages for details. Warranty claims cover issues from regular use over time, not damage upon arrival. Damage not reported within 30 days does not qualify for warranty claims.
BOGO Promotions
For BOGO promotions, both items must be returned for a full refund. If only one item is returned, you may receive a replacement or store credit equivalent to the item’s standalone price. The buyer is responsible for return shipping costs and potential restocking fees.
Chargebacks
Our team is here to resolve any concerns. We believe our policies are among the fairest in the industry and are committed to assisting you. Filing a fraudulent chargeback will result in criminal liability for theft. Contact us for support before initiating chargebacks for resolvable issues.
For further questions, email support@propilatesgear.com.
By using this site, you agree to these terms. If you do not agree, please do not use the site.