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Shipping, Order & Guarantee

Shipping Information

At Live Pilates USA, we ensure a smooth delivery process for our custom-built Pilates equipment. Below are the shipping details tailored to your purchase:

Orders Shipped by Freight

Most of our large equipment, including Reformers and V12 Functional Machines, is shipped via freight carrier. To track your freight shipment, please contact Live Pilates USA Customer Service or call 786-536-3602 for assistance.

Shipping Terms

All products delivered to you are FOB our warehouse, meaning the risk of loss passes to you upon our delivery of the products to the shipping company.

You are responsible for:

  • Payment of all shipping, freight, and delivery charges.

  • Sales taxes, import fees and duties, and any other charges related to your receipt of the products.

Should any additional charges accrue after your initial invoice, you agree to pay these unless previously arranged with Live Pilates USA in writing.

Delivery and Inspection

Inspecting Your Equipment Delivery

Upon delivery, inspect your order for visible shipping damage, such as dents, chips, or scratches. Check all sides of the equipment, including the bottom, and confirm that all components, such as straps, risers, and mats, are included.

If there is any damage:

  1. Note the damage on the delivery waybill before signing.

  2. Immediately contact Live Pilates USA Customer Service or call 786-536-3602.

You must report any issues within three (3) business days of receiving the item. Failure to do so may hinder your ability to file a claim.

Damaged Merchandise

Live Pilates USA will repair or replace any item that arrives in damaged condition, including non-returnable items. To qualify:

  1. Report the damage within three (3) business days of delivery.

  2. Follow the Return Procedure outlined below.

Return Procedure

If your equipment is damaged during transit:

  1. Contact Live Pilates USA Customer Service to obtain a Return Merchandise Authorization (RMA) number.

  2. Clearly mark the RMA number on the package.

  3. Return the item in its original condition and packaging.

Shipping Costs:

  • For damaged or incorrect items, Live Pilates USA will cover the return shipping costs.

  • For all other cases, the buyer is responsible for return shipping and any damage during transit.

Guarantee

Custom-Built Quality Guarantee

All Live Pilates USA equipment is professionally welded from carbon steel and designed to last for 15 years or more under normal use.

Support for Damages

If any accessory, such as springs or mats, is damaged during transit, we will guide you through repairs or provide replacements to ensure your satisfaction.

Final Sales Policy

Due to the custom-built nature of our equipment:

  • All sales are final.

  • Live Pilates USA does not accept returns or exchanges.

Canceling or Changing Your Order

Canceling an Order

  • Orders canceled within 24 hours are eligible for a full refund.

  • Orders canceled after 24 hours are subject to a 25% restocking fee.

Changing an Order

  • You may change your order within 24 hours without additional charges.

  • Changes made after 24 hours require cancellation and a new order, subject to a 25% restocking fee.

Contact Information

For questions about your shipment, delivery, or guarantee:

At Live Pilates USA, we are committed to delivering exceptional service and high-quality equipment crafted to meet your needs.

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