Frequently Asked Questions

We promise to do our best to get your order to you as soon as possible. Processing and Handling. 

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 payment confirmation. 
• Order Shipped to the Distribution Centre: Within 5 days of fulfillment date for normal orders.
• Order Shipped from the Distribution Centre to your Door: Within 3 days of arriving at the distribution centre. 
• Order Delivered. (Depends on the shipping speed).
• LOCAL customers are welcome to come to the warehouse for pick-up within 48 hours after payment

For products that require customization and are not in stock

On-Demand Product [Within 7 – 11 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 

Free shipping to any location in the United States, except Alaska, Puerto Rico and Hawaii.

Order delays have proven to be unavoidable and outside of Align Motive’s control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

All equipment is shipped by ground via a freight carrier.

Curbside Delivery is a lift gate service, delivered to the curbside as close to your building as possible. You do not need to assist the driver in removing the equipment from the truck. It is recommended that two people are available to assist with unpacking and carrying into the premises. You are responsible for unpacking, installation and disposal of packaging materials.

If the carrier attempts to make the delivery at the appointed time and you are not present, a redelivery fee may apply. Fees and policies vary from carrier to carrier and will be the responsibility of the consignee. Delivery is generally done during regular business hours. If available, after hours or weekend deliveries will be subject to additional charges. If you delay your delivery or must postpone your delivery after the scheduled day, storage fees may apply. On rare occasions, unforeseen circumstances may cause your delivery to be rescheduled.

The shippers are NOT licensed technicians; they are not qualified to assemble your new apparatus. 

Please view the shipping page if you need more information. 

To report an issue or a damage, please send an email to Issue to alignmotive@gmail.com.

Please keep the shipping box, until the issue is resolved to be able to help you faster, please include: 

1. Order ID
2. Received date
3. Image of the shipping box
4. Images of the damage. [at least 3 images] 

Return Conditions

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

• The item must be in the same condition as it was delivered.
• It must be unused, in its original packaging, and include all instructions, documentation, and accessories (all in their original condition).
• All returns must be shipped back to us within 10 days of return approval, except in cases of force majeure.
  

Return Shipping Costs

• Customers are responsible for all return shipping charges or re-consignment fees.
• Customers are also liable for any damage or loss incurred during return shipping.
• Due to rising freight shipping costs, outright returns will incur a 20% restocking fee plus return shipping costs.
  
  

Refund Processing Time

• Once your return is received and processed, refunds will typically be issued within 7-14 business days.If you have any questions or concerns regarding your return, please feel free to contact our customer support team.
  

Please Read the Following:

When you are making a purchase from Align Motive, you are acknowledging the following of the Exchange Agreement:

• I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Align Motive within 24 hours of the product being delivered.
• I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 
• I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.
• I understand that if my order has left the warehouse, I am unable to receive a full refund. 
• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 20%.