Ordering and Confirmation

1. Order Confirmation: As soon as you place an order, you’ll get a confirmation email. This confirms we've received your order and have an authorized payment from you for us to begin processing your shipment(s).

2. Stock Availability: If your chosen product is in stock, we’ll process the charges and prepare it for shipment. If it’s out of stock or on backorder, we will notify you via email right away.

3. Shipping Timeline: The shipping time varies depending on the brand and the warehouse fulfilling the order. The estimated shipping time is stated on each product page. For any shipping questions, feel free to contact us beforehand or respond to your order confirmation.

Shipping Process

1. Small or lightweight Items: These are shipped via standard carriers like UPS, FedEx, or USPS. These generally ship much quicker and do not require and scheduled curbside delivery on a pallet. 

2. Heavy or Bulky Items: Large pieces of equipment, multi-item orders, or anything that is at risk of being damaged by a standard carrier, will be delivered via Less Than Truckload (LTL) Freight Carriers.

3. Leaving the Warehouse: In-stock items are picked and packed up by a team of people at the warehouse and shipped out in chronological order of how they came in. Busy seasons are subject to slightly alter the shipment time.

4. Tracking Number: Right before your shipment is picked up by the freight carrier, your order is assigned a tracking and Bill of Landing number. Once assigned and scheduled for pickup/shipment from the warehouse, we will send you the tracking number in a shipment confirmation email. 

5. Delivery Time: Once picked up and in transit on it's way to your local freight terminal, the driving time can vary depending on length. You can generally expect the items to arrive in your area within 2 to 8 weeks days after they have departed from the warehouse. Delays and stalled shipments are subject to happen occasionally while not on a normal basis. 

6. Delivery Appointment: For freight shipping, once the shipment is in your area, the carrier will call you to set a 4-hour delivery appointment window or time when you can be available to sign the Bill of Landing. You must be present to receive the delivery, or you may incur re-delivery fees.

7. Delivery Options: For facilities with a loading dock, the truck driver will pull right up to the dock and unload the pallet(s). If you don’t have a loading dock, your item will be lowered off the truck using a lift gate and delivered to your curbside or closest accessible place to your doorway. 

What To Do When Your Item Arrives

1. Curbside Delivery: The driver will leave your item on a pallet at your curbside.

2. Inspect Before Signing: Please inspect the boxes for any damage before signing the delivery receipt. If there's damage, mark “DAMAGED” on the receipt, or go into detail explaining the damage. Then, immediately take photos or videos and email them to support@cigapilates.com.

3. Unpack and Check: Open the boxes, inspect your items, and check for missing or damaged parts within 2-3 business days. Report any issues to us within this period to ensure prompt and effective support.

Additional Services

• Threshold Delivery: If absolutely needed, we can arrange for a delivery of your shipment into the nearest possible safe, dry place, on your property as apposed to a curbside delivery. 

• Professional Assembly: We offer professional assembly services. Get a quote if you’re interested.

Storage Fees

If you can’t receive the order upon arrival, you might incur storage or additional shipping fees. Inform us ASAP if you need to schedule delivery for a specific date.

By placing an order, you agree to these terms. If you have any further questions about shipping or delivery, feel free to contact us at support@cigapilates.com. 

*Free US Shipping excludes shipping to Alaska, Hawaii and Puerto Rico.

Our Customer Support information is posted below:

Business mail: support@cigapilates.com

Business phone number: +1 ‪‪(689) 240-4522‬

Address: 891 S Azusa ave. City of Industry, CA 91748, United States

By placing an order on Cigapilates.com store, You confirm that You have read, understood and accepted this following policy.

How can I cancel my order?

We can honor a refund if your product is cancelled within 24 hours. It’s important to contact us as soon as possible when trying to cancel an order. Please submit your request in writing including the order number, product, and your contact information. We will try our best to cancel for you. If the product is in production, you will be subjected to a 20%-50% restocking fee depending on how far along your reformer is in the manufacturing process. If your order has already shipped, then it's too late to cancel your order. Not all orders can be cancelled after 24 hours. All sales are final once your order is shipped. If your order is eligible for a refund, you may be held accountable for any shipping costs and processing fees on credit card transactions.

Can I return my order?

Customer satisfaction is very important to us. Our Customer Services Support Team is here to assist you. To return a returnable item to us, Buyer must send an email to support@cigapilates.com within 24-72 hours of your original purchase date.

As long as you follow our shipping & receiving policy, we will be able to process a replacement at no cost as soon as possible.

How to return a returnable product(s):

• All returnable items must be returned within 30 days of placing the order.
• To be eligible for a return, your item(s) must be in the original packaging, unused, and in the same condition that you received it. Otherwise, a refund can’t be issued.
• It’s the customer’s responsibility to ship and pay for the return shipping on any item(s) that is not damaged.
• All returns are subjected to a 5% restocking fee, and a 3% processing fee on credit card transactions that will be deducted from your refund.
• When shipping back your item(s) you must use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item(s).

To complete your return, we require a receipt or proof of purchase. Please contact our support team support@cigapilates.com

Please be informed that you have to pay the return shipping fee. No pre-paid shipping label.

PS:Customer who use PayPal should notice the following

PayPal has made additional changes to the user agreement. Hence, there will be an additional 5% service charge for each order refund Customer needs to pay for the 5% service charge if they cancel their order .Or it would be deducted from customer's refund.

Ciga Pilates warrants to its customers, the original purchaser, that its products are free from Manufacturing Defects (workmanship and/or material). “Manufacturing Defects" as used in this warranty is defined as - imperfections which impair the utility of the product or affect the structural integrity of the product. 

5-years warranty for the structure.
2-years warranty for the other parts.

Upon receipt of the product the customer must inspect the product thoroughly prior to use, and any Manufacturing Defects should be noted and reported no later than seven days of receiving the product. If a Manufacturing Defect is found during normal use, we should be notified within the covered warranty period as to the nature of the defect, along with a proof of purchase. Customer must also provide photographs of the defect in order for us to determine the extent of the defect and the most efficient resolution.

If replacement is required in accordance with this warranty and the defective material or product has been discontinued or unavailable, we reserves the right to select and supply similar merchandise of like value or offer full credit for the merchandise; otherwise the same material or product will be supplied for replacement purposes.

WARRANTY IS VOID FOR ANY OF THE FOLLOWING CONDITIONS:

1. Normal wear and tear (fading of fabrics/upholstery material is considered normal wear and tear).

2. Improper maintenance or improper use of product.

3. Any product modifications by dealer, consumer, or other 3rd parties

4. Minor variations or differences between website images and product received.

5. Damage incurred during assembling or maintenance.

6. Damage incurred by acts of God, accidents or abuse.