FAQs
Any questions? Check this out. If you can't find help, feel free to email us at contact@reform-renew.com
Answers about our products
Products
How do I use the portable Pilates Reformer?
Simply set it up on a flat surface, adjust the resistance, and follow along with exercises in your guide or video.
It’s designed to be easy to use, even for beginners!
Does the Pilates Reformer have resistance?
Yes! The portable Pilates reformer offers a fixed level of resistance and an automatic rebound.
This ensures a consistent and stable workout, making it perfect for developing your strength and form over time.
What is included in my purchase?
Your purchase includes:
- 1 Compact Pilates Reformer
- 2 Resistance Bands
- 2 Push-Up Attachments
- 1 Countdown Timer
- 1 Phone Holder
- 1 Knee pad
Is there a weight limit for the reformer?
The weight limit is 400 pounds.
Answers about your order, returns, etc.
Shipping & Orders
Shipping
Order Processing
Orders are typically processed and shipped within 1-3 business days.
You will receive an order confirmation when your order has been placed. Please verify:
order details, customer information, shipping address
If there is an issue, please contact our customer support at help@orlawonders.com
Shipping
You will also receive a shipping confirmation and tracking number when your package is in transit. Notifications for order and shipping/tracking will be sent to the email address provided at purchase, or to your contact phone number. Please double check junk and spam mail folders, in case your confirmation has been received there. Also allow us up to 3 business days before contacting us in case you did not receive your tracking number yet.
Our customer support can assist with tracking numbers and package deliveries. Please always provide your order number when sending inquiries to help@orlawonders.com
Estimated Delivery Times
USA: Delivered within 5-8 business days
Canada: Delivered within 8-10 business days
United Kingdom: Delivered within 4-6 business days
Australia: Delivered within 5-8 business days
Europe: Delivered within 5-8 business days
Middle East: Delivered within 7-10 business days
Rest of World: Delivered within 5-10 business days
For more information about shipping, please visit our Shipping Policy.
Where do you ship from?
We have inventory ready to be shipped in warehouses all across the globe: United States, Portugal & China.
I haven't received my order confirmation?
First of all, please check that our emails are not in your spam/junk folder. If you think you've entered the wrong address, please email us at contact@reform-renew.com and we'll update your details.
How to track my order?
Once your order is shipped, you will receive a confirmation email (or text) that contains your tracking number.
You can use this tracking number either HERE or on an external international tracking website such as https://www.17track.net/ to track your package in real-time, for your peace of mind.
If you did not receive your confirmation email (or text) within 5 business days after placing your order, please send our customer support a message at contact@reform-renew.com and we'll sort this out.
Is my payment secure and what are the payment options?
We use secure, third-party payment gateways to process your payments. We do not retain your credit card information during or after the transaction.
If you choose to save your card information, your credit card details will be tokenized, encrypted, and stored securely by the third-party gateway, and will be submitted directly to your bank for authorisation.
We accept payments by Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Union Pay, Shop Pay & Klarna.
When will my refund be processed?
We aim to process your refund within 14 working days after receiving your return at our warehouse.
Once your refund is issued, you’ll receive an email notification. Please note, it may take up to 5 additional working days for the funds to appear in your account, depending on your bank’s processing time.
If you haven’t received the refund after 5 working days, we recommend contacting your bank directly.
How to change or cancel?
If you want to change or cancel your order, please get in touch with us as soon as you can after ordering. We can typically process changes and cancellations within 6 hours of you placing your order, if your package isn't in transit yet.
For details, please email us at contact@reform-renew.com
Returns
Not satisfied?
We offer a Lifetime Warranty on all our Pilates. Please contact our customer support at contact@reform-renew.com
Return costs for unwanted items are non-refundable at this time.
If you have received your item and there is a problem with defect/package, please contact our customer support.
contact@reform-renew.com
Please also refer to our Refund Policy.
