Important Information

Thank you for considering a Pilates Reformer from Vitalis Fitness.

We are dedicated to providing exceptional service from the moment you place your order through to delivery and beyond. Your satisfaction is our top priority, and we’re here to make your experience seamless and rewarding. We hope you’ll take the next step in bringing studio-grade Pilates into your home.

Delivery Information

We offer convenient door-to-door delivery. Due to the size and weight of the box, someone must be present at the delivery address to assist with unloading. Please refer to the product description for box dimensions.

Please note: Your phone number is required for shipping updates and delivery coordination only. 

Important Shipping Information: Ocean Freight

Our Pilates Reformers are shipped via ocean freight, which means longer delivery times than air shipping. Depending on your location, orders typically arrive within 25–60 days from the shipment date.

Once your order has been fulfilled and dispatched, you’ll receive a tracking number via email to monitor your delivery.

Ocean freight allows us to keep costs low and reduce environmental impact. We truly appreciate your patience and are here to help with any questions along the way.

Shipping & Import Taxes

Free Shipping: We offer free shipping on all orders.

Customs & Import Duties: While shipping is free, any applicable customs duties or import taxes are the customer’s responsibility. These fees are determined by your local customs authority and are not included in the product price.

Handcrafted with Care, Just for You:

Each Vitalis Reformer is individually handcrafted to order, ensuring the highest quality and attention to detail. Please allow a lead time of 7–10 business days for crafting before your order is dispatched.

What to Expect

1. Order Confirmed – You’ll receive a confirmation email when your order is placed.
2. Production Begins – Skilled craftsmen begin building your reformer to studio-grade standards.
3. Quality Control – Each unit undergoes a thorough inspection before shipping.
4. Dispatched & Tracked – Once shipped, tracking details will be emailed to you.

We truly appreciate your patience and understanding — this tailored approach allows us to deliver reformers that aren’t just equipment, but an investment in your wellness journey. 

One-Year Warranty & Accessory Protection

Every Vitalis Reformer comes with a 12-month warranty, giving you peace of mind from the moment it arrives. If any accessories arrive damaged, we’ll send you a free replacement—no hassle, no stress.

Returns & Refunds

Due to the size and custom nature of our reformers, returns for change of mind are not accepted. However, we stand by the quality of our products — if your reformer arrives faulty, damaged, or not as described, we’ll issue a full refund or replacement.

Refund Process:

• Timeframe: 7–10 business days after approval.
• Method: Refunded to the original payment method.

In Case of Damage or Defect

While all reformers are carefully inspected before dispatch, if yours arrives damaged:

• Contact our support team within 48 hours of receiving your order.
• Photo or video evidence may be requested.
• In rare cases, we may request the item to be returned at the customer’s expense before issuing a refund or replacement.
• If the claim is approved, we will arrange a full refund or replacement.

Please Check Before You Buy

We encourage all customers to review the product specifications carefully before purchasing. If you have any questions, please reach out — we’re always happy to help you make an informed decision.