Frequently Asked Questions
Frequently Asked Questions
Everything you need to know before investing in a home Pilates reformer. Can't find your answer? Email support@reformora.com or call (781) 568-5891 — real people, Monday to Saturday, 9 AM–5 PM.
Quality & Build
Is this a real Pilates reformer or a lightweight home gadget?
A real, premium Pilates reformer. Materials vary by model and may include North American hard maple, precision steel springs, ultra-silent aluminum-alloy rails, high-density foam, and premium non-animal microfiber upholstery — not the plastic folding boards sold for a fraction of the price. Full specifications are listed on every product page.
Does it use real springs or elastic cords?
Real, adjustable steel springs — never elastic cords or bungees. Springs give you true, progressive resistance and consistent tension over years of use. The number of springs and resistance levels are listed on each product page.
How smooth and quiet is the carriage?
Our reformers glide on precision ultra-silent aluminum-alloy rails for a smooth, quiet ride that feels smooth, stable, and premium for serious home Pilates practice — not a noisy, clattering home unit.
How much weight does it hold? Is it stable?
Our reformers are engineered for exceptional stability. Maximum user weight depends on the model (typically 330–661 lbs — our Classic reformer supports up to 500 lbs) and is clearly stated on every product page so you can choose with confidence.
Choosing the Right Reformer
I'm a complete beginner — can I safely start at home?
Yes. Many of our customers begin as complete beginners. Start with the lighter spring settings and a beginner-friendly Pilates program (there are excellent free and app-based classes online). If you have an injury or medical condition, we recommend a session or two with a certified instructor or physical therapist first so you learn proper form. Our team is also happy to help you get started.
I'm an experienced or advanced practitioner — is this enough machine?
Absolutely. Our reformers, tower/Cadillac configurations, and chairs offer multi-spring resistance and full-range movement suitable for advanced strength, flexibility, and controlled mobility work.
I'm tall (or larger framed) — will it fit my body?
Carriage length, width, and overall dimensions are listed on every product page. If you're over 6 ft or want extra carriage room, message us before you buy and we'll point you to the best-fitting model.
Which reformer should I choose?
Tight on space or want to store it away? A foldable reformer is ideal. Want a fuller Pilates setup? A wooden or tower reformer may be the better choice. Not sure? Email support@reformora.com with your space and goals and we'll recommend the right model.
Space & Fit
How much space do I need?
Most full-size reformers need roughly 8–9 ft of length and about 3 ft of width, plus a little clearance to move safely around the machine. Exact assembled (and folded) dimensions are on every product page — measure your space against them before ordering.
Can I store it away when I'm not using it?
Our foldable reformers fold to reduce their footprint by roughly half and can be stored upright against a wall or in a closet. Look for the "Foldable" models if storage is a priority.
Shipping & Delivery
Where do you ship?
We offer free, tracked, and insured shipping to the United States, Canada, the United Kingdom, eligible European countries, and Australia. Applicable duties, import taxes, VAT, and customs fees are included in the total shown at checkout, so there should be no surprise import fees after your order ships. Shipping availability is confirmed at checkout based on your delivery address.
How long does delivery take?
Orders are processed in 1–3 business days. Reformers, towers, chairs, and large apparatus then arrive in 7–14 business days by freight carrier (the carrier calls to schedule a delivery appointment). Accessories and small items arrive in 3–7 business days by standard parcel. International deliveries may take a little longer.
Is my delivery insured?
Yes — every shipment is fully insured from our warehouse to your door at no extra cost, so you're protected against loss or transit damage.
Will I get tracking?
Yes. As soon as your order ships you'll receive an email with tracking, and you can follow it any time on our Track Your Order page.
Will my reformer arrive assembled?
Large equipment arrives substantially pre-assembled and usually needs only minor setup (for example, attaching the footbar or standing the rails). Tools and illustrated instructions are included, and exact assembly details are noted on each product page.
If Something Goes Wrong
What if my order arrives damaged?
Large equipment is delivered curbside on a pallet. Inspect it on arrival, note any visible damage on the delivery receipt before signing, take photos, and email support@reformora.com within 48 hours. We'll arrange a replacement, repair, or refund at no cost to you — this is exactly what your insured delivery protects.
Returns & Refunds
What is your return policy?
You can return most items within 30 days of delivery for a full refund, provided they're unused and in original condition and packaging. Returns are free — we'll email you a prepaid return shipping label and there's no restocking fee. Full details are on our Returns & Refunds page.
How do I start a return?
Email support@reformora.com with your order number and reason for return, and we'll send instructions and a return authorization.
When will I get my refund?
Once we receive and inspect your return, your refund is issued to the original payment method within 5–10 business days.
Payment
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Shop Pay, and PayPal. Checkout is securely encrypted by Shopify — we never store your full card details.
Can I pay in installments?
Yes. You can split your purchase into 4 interest-free installments with Shop Pay or Afterpay at checkout — a comfortable way to bring home a premium reformer.
Warranty & Support
What warranty do I get?
Reformers and large equipment include a 2-year limited warranty on the frame and a 1-year limited warranty on eligible non-consumable parts; accessories carry a 90-day warranty against manufacturing defects. See our Warranty page for full coverage details.
How do I reach a real person?
Email support@reformora.com or call (781) 568-5891, Monday–Saturday, 9 AM–5 PM. Address: 88 Whitman St, Malden, MA 02148.