Frequently Asked Questions

Returns
Product
Customization
Shipping
Returns
What is your return policy?
At Fortus Pilates, we believe in the satisfaction and happiness of our customers. That's why we offer a hassle-free return policy within 30 days of your purchase. To initiate a return, simply ensure the item is undamaged, unused (or lightly used), and in its original packaging. We are committed to making your shopping experience worry-free, allowing you the peace of mind to buy with confidence. Please reach out to our dedicated customer support team at [email protected] to initiate the return process. Your satisfaction is our priority.

Note that in the case an item is not defective or damaged on deliver we will not reimburse the shipping costs, either for the original delivery of the item, or the return of the item.  If an item is delivered to you defective or damaged, Fortus Pilates will reimburse all shipping costs.
What happens if an item arrives damaged?
At Fortus Pilates, your satisfaction is our priority, and we deeply regret any inconvenience caused by a damaged item. In the unfortunate event that your purchase arrives damaged, we kindly request you to notify us immediately upon receipt of the damaged item. 

To resolve the issue, please ensure that the damaged item is returned in its original packaging. Once we receive the damaged item and inspect it, you have the choice of either receiving a replacement unit promptly shipped to you, free of charge, or opting for a full refund. 

Our aim is to make your shopping experience as smooth and worry-free as possible, and we are committed to swiftly resolving any issues that may arise. Please don't hesitate to contact our dedicated customer support team at [email protected] to initiate the return and replacement or refund process.
Can I return a reformer if I don't have the original packaging?
We appreciate your interest in returning a reformer, and we understand that sometimes the original packaging may not be retained. However, due to the substantial size and weight of our reformers, they are specially crated for shipping, which is essential to ensure their safe transportation. 

Therefore, we kindly request that you maintain the original packaging if you wish to return your reformer. 

If you need to return an item due to premature wear or failure, we encourage you to reach out to our team directly. Our dedicated professionals are here to assist you, investigate the issue, and work together with you to find the best resolution possible. Your satisfaction is of utmost importance to us, and we are committed to addressing any concerns you may have in the most efficient and effective manner. Please don't hesitate to get in touch with our customer support team at [email protected] for personalized assistance.
What is your return policy?
At Fortus Pilates, we believe in the satisfaction and happiness of our customers. That's why we offer a hassle-free return policy within 30 days of your purchase. To initiate a return, simply ensure the item is undamaged, unused (or lightly used), and in its original packaging. We are committed to making your shopping experience worry-free, allowing you the peace of mind to buy with confidence. Please reach out to our dedicated customer support team at [email protected] to initiate the return process. Your satisfaction is our priority.

Note that in the case an item is not defective or damaged on deliver we will not reimburse the shipping costs, either for the original delivery of the item, or the return of the item.  If an item is delivered to you defective or damaged, Fortus Pilates will reimburse all shipping costs.
What happens if an item arrives damaged?
At Fortus Pilates, your satisfaction is our priority, and we deeply regret any inconvenience caused by a damaged item. In the unfortunate event that your purchase arrives damaged, we kindly request you to notify us immediately upon receipt of the damaged item. 

To resolve the issue, please ensure that the damaged item is returned in its original packaging. Once we receive the damaged item and inspect it, you have the choice of either receiving a replacement unit promptly shipped to you, free of charge, or opting for a full refund. 

Our aim is to make your shopping experience as smooth and worry-free as possible, and we are committed to swiftly resolving any issues that may arise. Please don't hesitate to contact our dedicated customer support team at [email protected] to initiate the return and replacement or refund process.
Can I return a reformer if I don't have the original packaging?
We appreciate your interest in returning a reformer, and we understand that sometimes the original packaging may not be retained. However, due to the substantial size and weight of our reformers, they are specially crated for shipping, which is essential to ensure their safe transportation. 

Therefore, we kindly request that you maintain the original packaging if you wish to return your reformer. 

If you need to return an item due to premature wear or failure, we encourage you to reach out to our team directly. Our dedicated professionals are here to assist you, investigate the issue, and work together with you to find the best resolution possible. Your satisfaction is of utmost importance to us, and we are committed to addressing any concerns you may have in the most efficient and effective manner. Please don't hesitate to get in touch with our customer support team at [email protected] for personalized assistance.
Can I get replacement parts for my reformer?
We understand that even the highest-quality equipment may require replacement parts over time. To assist you in maintaining the performance and longevity of your reformer, we maintain a stock of various replacement parts.

Depending on the nature of the replacement part and your specific situation, you may be eligible for free replacement, or there may be a cost associated with the replacement. To inquire about specific replacement parts, their availability, and any associated costs, please contact our customer support team at [email protected], and we will be happy to provide you with the information you need to keep your equipment in top condition. Your continued enjoyment of your reformer is our priority.
Why are your reformers priced lower than comparable high-end reformers?
At Fortus Pilates, we take pride in offering our customers the highest quality reformers at a price that is often lower than comparable high-end options. This is made possible through our direct-to-consumer model. By cutting out intermediaries and selling directly to you, we eliminate unnecessary costs associated with traditional retail channels.

Importantly, our lower pricing does not mean any compromise in quality. We maintain the same high standards, impeccable craftsmanship, and exceptional materials that you would expect from a premium Pilates equipment provider. Our commitment to delivering outstanding products at an accessible price point is rooted in our belief that everyone should have the opportunity to experience the transformative power of Pilates without breaking the bank.

Rest assured, when you choose a Fortus Pilates reformer, you are investing in top-notch quality, durability, and performance without the hefty price tag. Your satisfaction and value for money are our priorities, and we are dedicated to delivering exceptional Pilates equipment directly to you.
Does the reformer come fully assembled?
Almost.  Our reformers ship with the frame fully assembled and carriage mounted, but they do require some minimum assembly.  Specifically, you will need to assemble the posts and ropes which can be completed in less than 15 minutes for most customers.
Can I customize the colour of the leather?
Certainly!

We understand that customization can add a professional touch to your studio. For large orders, we do offer the option of customized colours, although this may involve an additional cost and increased delivery times. We invite you to contact us directly at [email protected] for specific details regarding the customization options and associated pricing.
Can I customize the reformer with my studio's brand?
We are delighted to provide our studio customers with the opportunity to personalize our reformers with their own branding. For more information and to discuss the specifics, please reach out to us at [email protected].

Please be aware that reformers with custom branding will incur additional costs and potentially result in extended shipping times. Feel free to inquire about the details when you contact us.
How are reformers packaged and shipped?
Our reformers are meticulously packaged to ensure their safety and security during transit. Each reformer is shipped in a custom-built wood crate designed to provide the utmost protection.

The decision to use wood crates is paramount due to the considerable weight of our reformers, with some models exceeding 250 lbs. These sturdy crates not only safeguard the reformer from potential damage during transport but also facilitate the ease of movement through the use of forklifts and dollies.

We take great care in packaging our reformers to guarantee that they reach you in perfect condition, ready for a smooth and hassle-free assembly process. Your safety, as well as the integrity of your investment, are our top priorities. If you have any further questions or require additional information, please feel free to reach out to our customer support team at [email protected], and we'll be happy to assist you.
What if I need help moving my reformer inside?
We understand that moving a heavy reformer inside your home or studio can be a challenging task. However, it's important to note that our delivery provider is unable to assist you in this regard. 

To ensure a smooth transition of your reformer from the curbside or delivery point to its intended location, we recommend enlisting the help of a friend, family member, or a professional moving service if necessary. 

Your safety and the safety of your reformer are our top priorities, and having additional assistance when moving heavy equipment is the best way to prevent any accidents or damage. If you have any further questions or require additional guidance, please feel free to contact our customer support team at [email protected], and we'll be glad to provide assistance to the best of our ability.
Can I pickup my delivery directly from your warehouse?
Regrettably, for safety and liability reasons, we cannot permit customers to pick up their deliveries directly from our warehouse. Our priority is to ensure your safety and the proper handling of our equipment, and the controlled shipping and delivery processes we have in place are designed to achieve that goal. 

If you have any concerns or specific requests related to your delivery, please feel free to reach out to our customer support team at [email protected], and we'll do our best to assist you within the confines of our delivery policies and safety standards. Your safety and satisfaction are of paramount importance to us, and we appreciate your understanding of these necessary precautions.
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