Shipping policy

 

Processing and Handling 

All orders are processed within 48 business hours (excluding weekends and holidays) after receiving your order confirmation email.  When your order fulfillment will start, you will receive another email or SMS notification. 

Please note that our shipping and handling timelines are estimated, not guaranteed. We strive to process and ship orders as quickly as possible, but in some cases, the timeline may vary by plus or minus 30% of the estimated timeframe.

We recommend contacting us if your in-stock order has not shipped after 3 weeks or if your on-demand order has not shipped after 9 weeks. For assistance, please contact Track@PersonalHour.com 

Order Life Cycle

In-Stock Product [Within 3 weeks of placing the order]

• Order Confirmed: Within one hour of placing the order.  
• Order Payments Confirmation: Within 8 hours of placing the order.  
• Order Fulfillment Started: Within 48 business hours of payments confirmation. 
• Order Shipped to the Distribution Centre: Within 10 days of fulfillment date for normal orders and 3 weeks for on-demand orders. 
• Order Shipped from the Distribution Centre to your Door: Within 3 days of arriving the distribution centre. 
• Order Delivered. (Depends on the shipping speed).

On-Demand Product [Within 7 - 11 weeks of placing the order]

• Order Confirmed: 24 - 48 hours of placing the order. 
• Production Schedule Start Date: Within 1 week of payment confirmation. 
• Production Completed: Within 6 weeks of production start date.  
• Order Shipped to the Distribution Centre: 1 - 2 weeks of production complete. 
• Last Mile Delivery Arrangements: 1 week after arriving at the distribution center. 
• Order Delivered: 1 week of last mile delivery arrangements

Pilates Equipment Shipping

Standard delivery for Pilates Equipment is curbside - as close to your entrance or garage as possible.

Large equipment is either shipped by air or ground via freight carrier. The equipment is carefully packed in a cardboard or plywood box.

For curbside delivery you do not need to assist the driver in removing the equipment from the truck. It is recommended that there are two people available to assist with unpacking and carrying the equipment into the premises.

For Pilates equipment orders, the shipping address cannot be changed after 10 days from placing the order. We book shipping well in advance of the actual delivery date, so changing the address may incur additional fees.

The carrier will call you to schedule your delivery. Delivery prices include one scheduled delivery attempt. If you are not present for the scheduled delivery time you may be responsible for additional fees.

Once it is shipped, it must be delivered within the expected timeframe, and no storage will be authorized on our end. We cannot approve any storage fees, and the customer is responsible for accepting the shipment within the standard delivery period. 

Before accepting delivery, inspect the waybill to be sure that all packages noted on the waybill have been delivered to you. Upon 

Upon delivery, please inspect your order and note any shipping damage to outer box prior to signing for receipt of the order. We cannot be responsible for damage to your order that is not reported and noted on the waybill.

International Shipping

We provide international services, cost and shipping speed may vary based on the item and the destination country. 

Taxes and Duties for International Orders

For international shipments, please note that we are only responsible for covering the shipping fees. Taxes, duties, and any additional customs fees required by the destination country are the sole responsibility of the customer. These charges are determined by local customs regulations and must be paid by the recipient upon delivery.

We recommend checking with your local customs office for details on potential charges before placing your order.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 29 days of receiving your shipping confirmation email, please contact us at Track@PersonalHour.com  with your name and order number, and we will look into it for you.

In-case of damaged shipment, what should I do?  

In the event that your order arrives damaged in any way, please email within 3 days at Issue@PersonalHour.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

Note: Please pay attention to check the status of the products and the number of pieces when the you sign for the products, if unfortunately damage and lost pieces occur, please make sure that the recipient notes on the front of the signed receipt slip to indicate that it is proposed within 3 days from the date of signature, proposed to facilitate our company to help the recipient submit a claim application.

Important Notice

At PersonalHour®, we take immense pride in our commitment to fostering strong relationships with our clients and customers. Our dedication to providing the lowest prices and the highest quality products is unwavering. For on-demand orders, we go above and beyond by offering competitive pricing, often close to cost, to ensure affordability for you.

To achieve this, we may occasionally reduce shipping costs or even offer free or cost-effective shipping options. Rest assured, we always strive to find optimal solutions for cost reduction without compromising product quality.

However, we acknowledge that unforeseen circumstances can lead to delays in shipping or production. In such instances, we kindly request that you reach out to us first with any questions or concerns. Please bear with us as we work diligently to address your needs and provide a satisfactory resolution.

We are fully committed to ensuring your experience with us is nothing short of exceptional, despite any limitations we may encounter. However, we must emphasize the importance of open communication. Initiating a chargeback without prior contact or resorting to threats against our business or customer support will prompt us to escalate the matter to the Consumer Trust Score.

As a small business, we are continuously striving to improve and grow, all with your satisfaction in mind. We place our trust in you to collaborate with us in making Pilates more accessible and enjoyable for everyone.

If you have any further questions, please use send us email Track@PersonalHour.com

Please read about PersonalHour communications disclaimer before contacting us.