Frequently Asked Questions


ORDER PROCESS

What payment methods does Pilates Lineage accept?
We accept Visa, MasterCard, American Express, Discover.

Do you offer gift cards?
Yes, you can buy gift cards here. Gift Cards are online only and available only in the US. They never expire or have any additional processing fees. They are delivered via email and you can enter your unique code during checkout. If you don't spend all the amount in one order, the remainder can be used on your next order. You can also use it towards tax and shipping. They are not redeemable for cash except when required by law.

How long will it take to process my orders?
Orders are typically processed and shipped between 9am and 11am Monday through Friday. Orders placed over the weekend or during a major holiday will be shipped the following Monday. Please note that depending on the number of orders, it can sometimes take longer. Please contact us at info@pilateslineage.comif you need an order expedited or if you are curious about processing times.

How can I check my order status?
Once your order has been shipped you will receive an email with order and tracking information.

I put in the wrong shipping address. What can you do?
If you have completed your order and realize you've entered the wrong shipping address, please contact us immediately with your order number and correct shipping address at info@pilateslineage.com or call us at (800) 783-9007, ext 800. Our e-commerce team is in the office Monday-Friday 9am-5pm, so don't panic if you don't hear back from us right away!

If you have already received your shipping confirmation, and your order has left the building, it will not be possible for us to intercept the package.

I ordered using expedited shipping. When can I expect my order?
For overnight shipping, delivery will be made one business day after you've received your shipping confirmation. Please note that it does not include weekends. For 2-day, it will be made on the 2nd business day and so on. Weekend delivery is not available. Please also keep in mind that the time of day in which the order is placed may affect when the order is processed.

To inquire about faster delivery options, please contact info@pilateslineage.com or call us at (800) 783-9007 and request to speak with online customer service.

Any other questions?
E-Mail us at info@pilateslineage.com. We’re here 9:00am to 5:00pm PST. We will gladly answer any of your questions about Orders, Order Modifications, Shipping, Returns, & Cancellations. We are typically able to respond within 24 hours. If you contact us over the weekend or during a holiday we will contact you back on the next business day.

Can you ship to an address other than my billing address?
Yes. At checkout you will be able to enter separate billing and shipping information. You must give us the correct billing address and the phone number your credit card company has listed on your account. This is for verification purposes. Pilates Lineage does not ship any order without proper billing information.

I’d like to sell Pilates Lineage in my Pilates studio, what do I do?
Contact our wholesale team using info@pilateslineage.com. or call (800) 783-9007 ext 800. We are always happy to make new friends and partners! Someone will get back to you about opportunities and possibilities.

How do I stay up to date?
Become a Member and sign up for our newsletter. Don't worry, we will not hassle you with constant e-mails.

 


 

SHIPPING

When will my order ship out?
Depending on the availability of the item, your order will ship out no later than 48 hours from your purchase date. If anything were to change, we will contact you. Orders placed after 12 pm on Friday will be processed the following Monday morning, major Holidays excluded.

Expedited orders will be processed and shipped out same day when placed by 12:00 p.m. PT.

How long does it take my order to arrive? Can it be expedited?
All domestic orders ship absolutely free via UPS Ground and take 5-7 business days to arrive unless otherwise stated. At checkout, you can choose UPS 2-Day expedited shipping for $20 or FedEx Next Day for $40.

Unfortunately, we cannot ship to P.O. Boxes.

Does Pilates Lineage ship internationally?
Yes. Pilates Lineage will do all we can to get you the best shipping rate possible

International Shipping
Pilates Lineage is not responsible for import taxes, customs and/or fees. Every country has its own shipping rules and regulations that restrict certain items. Please take some time to refer to the list of items restricted by your country before placing your order. If you decide to refuse a shipment, Pilates Lineage will not grant refunds of any kind. Pilates Lineage cannot be held responsible for packages held in customs, customs duties/taxes owed or any delays associated with the process. For international orders, we strongly recommend the Flat Rate DHL Express or USPS Priority options so that your package can be tracked and delivered with confidence.

Flat Rate International Shipping and how it's calculated
We offer flat rate shipping for our international customers as well! If your order is between 0.1 - 2.0 lbs, you will qualify for our Flat Rate DHL Express (2-5 Business Days) service. This service comes with tracking and up to $100 of insurance. If your order is 5.1 pounds and over you will have other options. Shipping prices are based on the weight of your order and will be automatically calculated before you check out, so you'll know exactly how much you'll be paying before finalizing your order. Prices are set by the carrier, and you'll see all of the shipping options listed in the shopping cart when you are ready to check out. Just enter your city and country into our shipping estimator. Remember, international shipments do not include import and customs tax that you may incur once the package arrives in your country.

 


 

RETURNS

For all returns or exchanges, please email us at info@pilateslineage.com within 7 days of your order delivery date and we will issue a Return Authorization Number (RA#). We require that all merchandise be returned within 30 days of your order date.

If you choose to use the pre-paid FedEx return label, a return shipping fee of $9 USD (domestic only) will be deducted from your refund.

If you choose to return via another carrier, please make sure to use a service with tracking capability.

Pack and securely seal the merchandise, including the original order confirmation. Please note the nature of the return or exchange on the invoice - wrong size, just don’t like it, etc.

Exchanges/Refunds are processed within 7 days of receiving the merchandise. You will receive a confirmation by email once your exchanges/credits are processed. Refunds will be credited to the original card used to purchase.

We do not refund original or return shipping costs. Shipping costs will only be refunded when the return is a result of our error or damaged merchandise.

Pilates Lineage is not responsible for the refund of any import tax/duty (apart from Massachusetts State Sales Tax) that your order may have incurred for returned items. Please be advised that any exchanges may require additional tax/duty for import to delivery destinations outside the US.

 


 

EXCHANGES

To exchange an item, please email your request to info@pilateslineage.com within 7 days of your order delivery date and we will issue a Return Authorization Number (RA#). Pilates Lineage will gladly accept all merchandise returned within 30 days of your order date.

Exchange requests will be shipped upon availability. You will receive a confirmation email with tracking upon dispatch. An additional shipping fee will be charged to the credit card that was used for your original purchase.