PERSONALHOUR SHIPPING POLICY

Shipping & Delivery Terms

At PersonalHour, we work hard to deliver your Pilates reformer and accessories safely, carefully, and as smoothly as possible. Every shipment is prepared with inspection, protective packaging, and coordinated freight handling to help ensure a professional delivery experience.

By placing an order with PersonalHour®, the customer agrees to the Shipping Policy, Purchasing Agreement, and applicable order policies. Shipping and delivery timelines are estimates and may vary depending on product availability, freight scheduling, weather, routing, and logistics conditions.

Order Processing

Most orders begin processing within approximately 48 business hours after order confirmation.

In-stock items move to inspection, packing, and shipping preparation.

On-demand and custom orders move into production shortly after confirmation.

Shipping timelines may vary based on inventory, destination, and carrier scheduling.

Delivery dates are estimated and not guaranteed.

Freight Delivery Information

Large Pilates reformers and equipment are typically delivered through freight carriers using curbside delivery service.

Customers should be available to coordinate and receive delivery.

The delivery carrier may contact the customer to schedule delivery.

Customers are responsible for preparing access to the delivery location.

Moving the equipment beyond the delivery point is the customer’s responsibility unless additional services were purchased separately.

Delivery Inspection Is Important

Customers should inspect the shipment after delivery and report visible shipping damage, missing items, or delivery concerns as soon as possible according to the reporting timelines provided by PersonalHour.

Inspect all boxes and packaging after delivery.

Take photos of visible shipping damage if applicable.

Keep packaging materials until the inspection is completed.

Report issues promptly to help us assist you faster.

Shipping Damage & Claims

PersonalHour uses protective packaging designed to help minimize transit damage. However, freight shipping involves third-party carriers and long-distance transportation.

Shipping-related concerns are reviewed based on the provided photos, delivery information, packaging condition, carrier documentation, and applicable policy procedures.

Damage claims must include supporting photos and documentation.

Shipping damage is reviewed separately from manufacturing defects.

Approved resolutions may include replacement parts, repair support, or another reasonable solution depending on the situation.

Returns & Shipping Responsibility

Approved returns and cancellations remain subject to PersonalHour policies, including shipping, handling, logistics, and applicable service fees.

Large Pilates reformers require freight transportation.

Return freight costs may be significant due to product size and weight.

Additional logistics fees may apply depending on the shipment status and services used.

Why Customers Choose PersonalHour

PersonalHour combines premium Pilates equipment with a growing ecosystem designed to support long-term wellness and customer care.

Studio-quality Pilates reformers

U.S.-based operations and support

Protective freight packaging

App access with growing video library and community

Dedicated customer support team

Need Shipping Help?

For shipping updates, delivery concerns, or freight-related questions, please contact:

track@personalhour.com

Shipping & Delivery FAQ

How long does shipping take?

Shipping timelines depend on whether the product is in stock, on-demand, custom-built, or part of a scheduled freight shipment. Estimated delivery timelines may vary based on destination, carrier routing, weather, and logistics conditions.

What type of delivery is used for Pilates reformers?

Most large Pilates reformers are shipped through freight carriers using curbside delivery service unless additional delivery services were arranged separately.

Will the carrier contact me before delivery?

In many cases, freight carriers contact customers to coordinate delivery timing. However, communication methods and scheduling processes may vary depending on the carrier and destination.

What should I do when my reformer arrives?

Customers should inspect the shipment after delivery, check packaging condition, review included items, and report any visible shipping concerns as soon as possible with supporting photos if needed.

What if my shipment arrives damaged?

If you notice shipping damage or missing items, please take clear photos and contact PersonalHour promptly with the required documentation so the issue can be reviewed according to policy procedures.

Can I refuse a shipment?

Customers should contact PersonalHour before refusing or abandoning any shipment. Freight returns and refused deliveries may involve additional logistics, return shipping, storage, and handling fees.

Are shipping dates guaranteed?

No. Shipping and delivery dates are estimates only and may change due to production timing, freight scheduling, weather, carrier delays, or other logistics factors outside of PersonalHour’s control.

Does PersonalHour ship nationwide?

PersonalHour ships to many areas within the United States using trusted freight and logistics partners. Delivery availability may vary by region and product type.

What happens if I need to return a reformer?

Returns are subject to PersonalHour’s cancellation, return, purchasing, and shipping policies. Large reformers require freight transportation, and return-related shipping and handling costs may apply.

Who can I contact about shipping questions?

For delivery updates, freight concerns, or shipping-related support, contact PersonalHour at track@personalhour.com.