Shipping, Returns & Refund Policy

Last Updated: October 10, 2026

This policy applies to purchases made from STS at corepilate.com.

Pilates reformers and other large fitness equipment require careful handling and specialized transportation. Please review the terms below before ordering. For assistance, contact service@corepilate.com.

1. Order Processing

Before dispatch, we check stock availability and delivery details. Processing time may depend on the product, customization requirements, and warehouse availability.

Please provide a complete shipping address and an accessible telephone number. Incorrect information may delay delivery or create additional carrier charges.

2. Delivery Estimates

Delivery estimates depend on the destination, available inventory, shipping method, and customs processing. An estimate becomes a guaranteed date only when STS expressly confirms it in writing.

Weather events, port congestion, inspections, and carrier disruptions may affect delivery. We will assist with shipment inquiries and share available updates.

3. Freight and Curbside Delivery

Large equipment may travel through freight carriers. Unless your order expressly includes additional services, delivery is to an accessible curbside location.

Customers are responsible for moving equipment indoors and arranging any unpacking, assembly, installation, or carrying between floors. Confirm that your property has suitable access before ordering.

4. Tracking and Delivery Scheduling

We provide tracking details when available. International freight tracking may show limited updates during ocean transport, customs clearance, or transfers between carriers.

The delivering carrier may contact you to schedule an appointment. Please respond promptly and ensure someone is available to receive the shipment.

5. Remote and Extended Delivery Areas

An additional USD $400 Extended Area Delivery Fee may apply when your address requires transportation beyond our standard carrier network.

This charge applies only to qualifying destinations. We will identify the applicable fee before arranging the additional delivery service. Any further service required by unusual property access will be discussed separately.

6. Europe, the United Kingdom, and Switzerland

For destinations we serve in Europe, the United Kingdom, and Switzerland, shipments use DDP — Delivered Duty Paid terms.

STS covers applicable import duties and import taxes under this arrangement and manages standard customs clearance. Customers do not pay additional import duties or import taxes for standard DDP delivery.

Please supply any information reasonably required for clearance. Remote-area charges, address changes, storage, and special delivery services remain separate transportation expenses.

7. Switzerland Delivery Surcharge

Orders delivered to Switzerland carry a CHF 200 delivery surcharge, unless STS provides a written exemption.

This charge covers additional transportation arrangements. Applicable import duties and import taxes remain included under DDP terms. A remote-area fee may also apply where additional delivery services are necessary.

8. Other International Destinations

Shipping availability and import arrangements outside the regions above depend on the destination. STS will confirm applicable terms before dispatch.

Contact service@corepilate.com before ordering if you need clarification about delivery availability, duties, taxes, or additional charges.

9. Address Changes

Send address correction requests as soon as possible. Once a shipment is in transit, the carrier may be unable to change its destination.

Customers are responsible for actual additional costs caused by their requested changes, including rerouting, storage, or redelivery. We will explain known charges before requesting the change whenever possible.

10. Failed Delivery

Additional carrier costs may arise when an address is incomplete, the recipient cannot be reached, or a confirmed appointment is missed.

Where these circumstances are attributable to the customer, actual storage, redelivery, and return transportation charges may be payable by the customer or deducted from an eligible refund.

11. Cancellation Before Shipment

Standard orders may be canceled before dispatch without a cancellation fee, provided no non-refundable customization or separately agreed service has begun.

Email service@corepilate.com with your order number. A cancellation is confirmed when our team verifies that dispatch can be stopped.

12. Cancellation After Shipment

After dispatch, cancellation requires carrier interception or a return. We will assess the available options, but interception cannot be guaranteed.

For customer-requested cancellations unrelated to a verified product issue, actual resulting logistics costs may be deducted from the refund. STS covers authorized return transportation when the cancellation results from a verified issue for which we are responsible.

13. Return Window

You may request a return of an eligible item within 30 calendar days after delivery.

Submit your request within this period. Once approved, follow the return instructions and shipping deadline supplied by our team. The return window does not include complimentary transportation for preference-based returns.

14. Product Condition

Standard returns must be in new or like-new condition and include the supplied accessories, components, and documentation.

Retain the original packaging whenever possible. Large equipment must be packed securely for freight transport.

Missing components, customer-caused damage, or handling that materially reduces resale value may result in a reasonable refund adjustment. We will explain any proposed adjustment.

15. Preference-Based Returns

Returns arising from a change of mind, unsuitable dimensions, an incorrect customer selection, or personal preference are customer-initiated returns.

Customers pay actual return transportation expenses and other logistics costs they cause. Freight charges for oversized equipment can be substantial.

STS does not impose a fixed restocking fee. Any deduction must relate to applicable actual costs or the returned product’s condition.

16. Refusing a Shipment

A preference-based refusal is handled as a customer-initiated return. Actual return freight, storage, and other resulting logistics expenses may reduce the refund.

For severe damage or an incorrect shipment, document the issue and contact STS for instructions whenever possible. Customer-related refusal charges do not apply to a refusal authorized by STS because of a verified issue we are responsible for.

17. Transportation Damage

Inspect the packaging upon arrival. Photograph visible damage before unpacking, document any product damage, and keep the packaging while we review the claim.

Email your order number and supporting photographs or videos promptly. Depending on the damage, we may provide parts, repair assistance, replacement equipment, or a return and refund.

STS covers authorized return transportation required for verified shipping damage.

18. Defects and Incorrect Products

If an item appears defective or differs from your order, contact us with your order number, a description, and photographs or videos.

We may request reasonable additional information to assess the issue. Following verification, we will arrange an appropriate remedy. Where a physical return is necessary for an issue attributable to STS, we cover authorized return transportation.

19. Exchanges

Contact us within the 30-day return period to request an exchange.

Verified damage or incorrect fulfillment attributable to STS or its carrier will be resolved without additional exchange shipping charges to the customer.

For preference-based exchanges, customers pay applicable transportation costs and any product price difference. Exchanges depend on availability.

20. Customized Products

Products made or modified to confirmed customer specifications generally cannot be canceled or returned once customization begins.

Examples include special dimensions, colors, configurations, and branding.

This restriction does not remove remedies for defects, transportation damage, incorrect customization, or material differences from the agreed specifications.

21. Restricted Returns

Certain opened or used accessories, cushions, springs, and replacement components may be unsuitable for standard returns because of hygiene, safety, or condition.

Customized products are also subject to Section 20. These restrictions do not prevent claims concerning verified defects, shipping damage, or incorrect fulfillment.

22. Requesting Authorization

Email service@corepilate.com with:

• Your order number and purchaser’s name.
• The item and reason for return.
• Photographs of its current condition.
• Packaging photographs, where relevant.

Wait for authorization before sending equipment back. We will provide the designated return address and shipping instructions. Unauthorized shipments may create delays or additional costs.

23. Return Transportation

Customers cover transportation for approved preference-based returns. STS arranges or covers reasonable authorized transportation for verified defects, incorrect fulfillment, or shipping damage attributable to us.

Use the approved return method for large equipment. Pack all components securely and retain shipment documentation.

24. Refund Processing

Returned items are inspected after arrival at the designated location. Approved refunds are generally processed within 5–7 business days after inspection and issued through the original payment method.

Your payment provider may require additional time to display the credit.

We will explain applicable deductions, including customer-caused transportation costs or product-condition adjustments, during the refund process.

25. Return Address

Return locations depend on the product and logistics arrangements. The address on the original shipping label may not accept returns.

Use only the address provided with your return authorization.

26. Statutory Consumer Rights

This policy does not limit consumer rights that applicable law makes mandatory.

Where legislation provides additional cancellation rights, remedies, or refund protections, those requirements take precedence over conflicting provisions in this policy.

27. Contact

For shipping, cancellation, return, exchange, or refund assistance:

STS Customer Service
Website: corepilate.com
Email: service@corepilate.com