CASA Pilates FAQ

CASA Pilates is Your Source for Studio-Quality Pilates Equipment for Exercise and Rehabilitation - whether in Professional Pilates Studios or in the Comfort and Privacy of Your Home.

*Published shipping rates are valid on orders within the contiguous United States (excluding HI, AK and PR). Offers and discounts cannot be combined.

Online Orders

Buy safely from our online shop:

• Simply add the item you want to buy to your shopping cart.
• When you are ready to complete your order, click on the shopping bag icon at the top right of each page.
• After reviewing your items, click the "Checkout" button to complete your order.
• You will be taken to our secure checkout process where you will be prompted to enter your delivery address and choose your payment method.
• Once you submit your order, we will confirm via email.

We use the latest technology to ensure safe processing of your order. We use a secure SSL communication technology to ensure that your personal information and payment details are encrypted before sending.

Phone Orders

If you prefer to order by phone, call us at 800-319-6119 and our customer support team will process your order quickly and efficiently. 

If you need help before placing your order, our Pilates Equipment Experts are  highly trained and always available to provide specialized knowledge and advice about our products.

Customer Support Schedule:

• Monday - Friday - 9 a.m. 9 p.m. EST
• Saturday - Closed
• Sunday - Closed

Can I modify or add products to an order already made?

We can usually make changes to your order, as long as it did not go into production or ship. If you want to make a change to your order, we recommend you to email us as soon as possible after placing your order. 

Will I receive an order confirmation?

Yes, you will receive a detailed confirmation email for all orders. Please check all details carefully to ensure that your order is correct.

I am trying to place an order online, but my credit / debit card is not accepted.

First, make sure your billing information match your card details exactly. If you still have problems, call us and we will try to figure out what the problem is. Be careful when trying to send the order too many times because the card issuer may cancel your order or block your card automatically.

Where are your products shipping from?

Our products ship factory-direct from the most reputable Pilates equipment manufacturers. Shipping times depend on shipping distance, product availability, and/or production times.

How can I cancel my order?

If you want to cancel it, is best to email us as soon as possible after placing your order and we will do everything possible to cancel it before shipping. If your item has already been sent, you will have to follow our return procedure, and you will be responsible for both shipping and return costs. Reformers and large Pilates equipment are usually not returnable.

How do I know if I can place an order safely?

We take online security very seriously; we use the latest technology to ensure a secure ordering process. We use SSL protocol in all communications to ensure that personal information and payment details are encrypted before being sent.

What payment methods are accepted?

We accept:

• Most Credit Cards / Debit Cards (Stripe)
• Affirm
• Apple Pay
• Amazon Pay
• Wire transfer

Unpacking & Assembly 

The optional Unpacking & Assembly Service by experienced technicians provides for the unpacking, assembly, and set up of your Pilates home-studio equipment. This service is optional and separate from standard, curbside delivery. 

Click here for more information about our PILATES EQUIPMENT ASSEMBLY SERVICE.

This service is not available for all states and addresses and in some cases might be higher than standard pricing. We will notify you of availability and final charges upon receiving your order. Please contact us with any questions.

Financing

CASA Pilates Equipment offers affordable and flexible payment options for Pilates Equipment and Pilates Reformer Financing through our partner Affirm. We also offer Commercial Financing for Pilates Studios and health clubs. Please click here for information about Pilates Equipment Financing.

Warranty Claims

As an authorized retailer for the Pilates equipment brands in our catalog, CASA Pilates will help facilitate the contact between customers and suppliers for warranty claims. The respective Pilates equipment manufacturer is responsible for any shipping delays, shipping damage, incomplete orders, and warranty issues. If you are experiencing an issue with your order, please contact us per email. 

What is your Privacy Policy?

We respect your privacy and are committed to maintaining it. For more information on our privacy policy, see our Privacy Policy section.