Pilates Equipment Shipping Policy

At Gymfrog, we want you to understand how your equipment will be shipped and what to expect when it arrives. Please review the information below before placing your order.

This policy applies to Pilates Reformers, Folding Reformers, Reformers with Towers, Cadillacs, and Cadillac Reformer Combos purchased from gymfrog.com.

1. Regional Stock Availability

Selected Gymfrog Pilates equipment models are available from regional warehouses serving:

  • Europe
  • The United Kingdom
  • The United States
  • Canada
  • Australia

Stock availability varies by model, frame finish, upholstery color, and warehouse location. Availability of one product or color does not mean that every option is available for immediate dispatch.

To confirm availability before ordering, please email service@gymfrog.com with the product name, preferred color, and delivery postal code.

2. Order Confirmation and Processing

After placing your order, you will receive an order confirmation email. Please check the model, finish, upholstery color, delivery address, and contact information carefully.

In-stock equipment can be prepared for prompt warehouse dispatch once payment, stock availability, and delivery details have been confirmed.

Customized equipment and products unavailable from a warehouse serving your destination require additional preparation and transportation time.

An order confirmation email confirms that we have received your order; it does not mean that your equipment has already shipped.

3. Estimated Lead Times

Estimated schedules by order type
Order Type Estimated Schedule
Selected in-stock products serving Europe, the UK, the USA, Canada, and Australia Prompt warehouse dispatch, subject to confirmed availability. Delivery timing depends on the destination and carrier.
Customized equipment Approximately 8–10 weeks, depending on customization requirements and the confirmed order schedule.
Orders to other countries, or equipment unavailable from a regional warehouse Approximately 8–10 weeks, depending on product availability and destination.

The presence of a regional warehouse does not guarantee that every model, finish, or upholstery color is stocked there.

The 8–10-week estimate is a general lead-time guide. Please contact us to confirm the expected dispatch and delivery schedule for your specific order.

Delivery estimates may be affected by production schedules, freight availability, customs clearance, weather, public holidays, or other transportation disruptions.

If you need equipment for a studio opening or another fixed date, please contact us before ordering.

4. Shipping Availability and Charges

Free standard shipping is available for eligible products and destinations. Please review the shipping information for your selected product and address before completing your purchase.

Remote areas, islands, restricted-access locations, and addresses outside standard delivery coverage may require a separate freight quotation.

If additional delivery charges are identified before dispatch, we will explain the charges and request your approval before proceeding.

Free standard shipping does not automatically include:

  • Indoor or room-of-choice delivery
  • Carrying equipment upstairs or between floors
  • Special unloading equipment
  • Assembly or installation
  • Removal of crates or packaging

For international shipments, please contact us before ordering to confirm whether the quotation includes applicable import duties, taxes, and customs-clearance charges. Free shipping alone does not mean that these charges are included.

5. Shipping Confirmation and Tracking

Once your order has shipped, we will email you the available tracking information.

You can also check your shipment through our Track Your Order page.

Large equipment shipments may pass through several freight partners. Tracking updates can be less frequent during international transportation, customs clearance, or transfers between carriers.

If your tracking information is unclear or you need an update, please email service@gymfrog.com with your order number.

6. Delivery Appointments

Large Pilates equipment is generally delivered by a freight carrier. The carrier may contact you to arrange an appointment once your shipment reaches the local delivery terminal.

Please provide a complete delivery address and a working phone number so the carrier can contact you.

An adult must be available to receive and inspect the shipment at the agreed delivery time.

If you need to reschedule an appointment, contact the carrier as early as possible. Missed appointments or unsuccessful delivery attempts may result in additional carrier charges.

7. Curbside Delivery and Unloading

Standard equipment delivery is curbside delivery unless another service has been expressly confirmed for your order.

Curbside delivery means delivery to an accessible curbside location near your address, subject to safe vehicle access and the carrier’s service conditions.

Standard delivery does not include moving the equipment into your home or studio, carrying it upstairs, positioning it in a room, or assembling it.

Pilates equipment is heavy and may arrive in large crates or multiple packages. Before delivery, please confirm:

  • Whether the delivery vehicle can safely access your address.
  • Whether liftgate service or unloading equipment is required.
  • How the equipment will be moved from the delivery point to its final location.
  • Whether doorways, corridors, elevators, and stairways can accommodate the equipment and packaging.

Do not assume that the driver can unload or move the equipment without suitable arrangements. Please contact us before dispatch if you need help confirming delivery requirements.

Liftgate service, forklift hire, special handling, or additional delivery assistance may involve extra charges.

8. Inspecting Your Shipment

Please inspect the shipment before signing the delivery receipt, as far as it is safe and practical to do so.

  1. Check the package count. Confirm that the number of crates or boxes matches the delivery paperwork.
  2. Inspect the packaging. Look for crushed corners, broken crates, punctures, or other visible damage.
  3. Take photographs. Photograph the packaging, shipping labels, and any visible damage.
  4. Record discrepancies. Ask the driver to note visible damage or missing packages on the delivery receipt.

Do not describe a visibly damaged or incomplete shipment as being received in good condition.

If the shipment appears severely damaged or unsafe to handle, contact Gymfrog and the carrier promptly for instructions before completing delivery, where possible.

After unpacking, inspect the equipment and included accessories. Report any damage or missing components to service@gymfrog.com as soon as possible.

Please include:

  • Your order number
  • A description of the issue
  • Photos or video of the affected equipment
  • Photos of the packaging and shipping labels
  • A copy of the delivery receipt, if available

Retain the packaging and affected components while the issue is being assessed. Do not assemble or use equipment that appears damaged or unsafe.

9. Assembly and Installation

Assembly and installation are not included in standard shipping.

Some equipment may arrive partially assembled. The remaining setup requirements depend on the model.

Please follow the instructions supplied with your equipment and arrange suitable assistance to move and assemble heavy components safely.

If instructions are missing, parts are unclear, or you need assembly guidance, contact us before using the equipment.

10. Address Changes and Delivery Access

Please contact us immediately if you need to change your delivery address.

Changes cannot always be accommodated once an order has entered the shipping process. Carrier rerouting or additional transportation charges may apply.

Before dispatch, tell us about any conditions that could affect delivery, including:

  • Narrow roads or restricted vehicle access
  • Gated properties or appointment-only facilities
  • Stairs or locations without a suitable elevator
  • Limited receiving hours
  • The need for special unloading arrangements

Incorrect address details, missed appointments, or undisclosed access restrictions may result in additional delivery or storage charges. We will explain any applicable charges when they become known.

11. Backorders and Shipping Delays

If a product becomes unavailable or its expected schedule changes, we will contact you with the information available and explain your options.

If your shipment is significantly delayed or appears to be missing, please contact us. We will investigate with the carrier and discuss the available resolution.

If you are considering cancellation because of a delay, contact us before making arrangements directly with the carrier. Available options depend on the order’s production and shipping status and applicable requirements.

12. Returns After Delivery

Shipping arrangements and return arrangements are different.

Free outbound shipping does not automatically include free return freight. For return eligibility, applicable costs, and the return approval process, please review our Pilates Equipment Return and Refund Policy .

Please contact us before returning equipment so we can provide the appropriate instructions.

13. Contact Us

For stock availability, shipping estimates, delivery requirements, tracking assistance, or shipment concerns, contact:

Email: service@gymfrog.com
Website: gymfrog.com

For an existing order, please include your order number. For a delivery quotation, please include the product name, preferred color, destination country, and postal code.