Shipping policy
Processing and Handling
All orders are processed within 24 to 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.
Order Life Cycle
In-Stock Product [Within 2 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 3 days of fulfillment date for normal orders and 3 weeks for on-demand orders.
- Order Shipped from the Distribution Centre to your Door: Within 2 days of arriving the distribution centre.
- Order Delivered. (Depends on the shipping speed).
On-Demand Product [Within 5 - 10 weeks of placing the order]
- Order Confirmed: 24 - 48 hours of placing the order.
- Production Schedule Start Date: 1 - 2 weeks of payment confirmation.
- Production Completed: 2 - 3 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
In the United States we offer Free Shipping on Pilates Equipment. On some products there is the option to upgrade to a faster shipping service. (contact us for that)
Standard delivery for Pilates Equipment is curtsied - 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.
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.
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.
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 infor@personalhours.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 infor@personalhours.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.
If you have any further questions, please don't hesitate to contact us at info@personalhours.com