Shipping Policy
Shipping Policy
Door to Door:
Order Confirmation:
Once you compelet your payment, you will receive a comfirmation email for your order. Then we will prepare your order and available for immediate shipment if it in stock. Once confirmed we will process the charges and submit your order for shipment. In the instance that your order is unavailable we will void the pre-authorization and inform you via email.
Order Shipment:
Tracking will be sent to you via email as soon as your order is shipped. If you do not receive tracking information from us, feel free to follow up with us at ascs@massfitman.com.
Shipping:
Normally the usual delivery time provided the product is in stock, is 15 to 45 working days. As these are international shipments, delivery times may vary due to technical or operational transport requirements.
Standard delivery for Pilates Equipment is curbside - as close to your entrance or garage as possible.
Delivery:
Large equipment is either shipped by air or ground via freight carrier. The equipment is carefully packed in a cardboard or plywood box.
For curbside delivery, the driver does not require assistance in unloading the equipment from the truck. It is advisable to have two individuals present to help unpack and transport the equipment inside the premises.
A phone call will be made by the carrier to arrange your delivery. Delivery prices quotes include one scheduled delivery attempt. If the carrier attempts to make the delivery at the appointed time and you are not present, a redelivery fee will apply. Fees and policies vary from carrier to carrier and will be the responsibility of the consignee. The carrier will call you to schedule your delivery. Delivery is generally done during regular business hours. If available, after hours or weekend deliveries will be subject to additional charges. Additional charges for stairs and unusual conditions, i.e. narrow passageways will apply. Please make us aware in advance and the freight quote will be adjusted accordingly. If you delay your delivery or must postpone your delivery after scheduling it with the carrier, storage fees may apply. On rare occasions, unforeseen circumstances may cause your delivery to be rescheduled.
Check the waybill before accepting delivery to ensure all packages listed on it have been delivered to you.
Please inspect your order and note any shipping damage to outer box prior to signing for receipt of the order. We cannot be responsible for damage to your order that is not reported and noted on the waybill.
If you appoint someone to sign for your order on your behalf, please ensure that they are aware of this requirement and are over 18 years of age.
IMPORTANT: Please use care when opening your freight. Box cutters should not be used due to potential damage to upholstered parts on your equipment
Damages:
Please CHECK the packaging of your product(s) when they arrive, if the package is damaged, please make note of it when signing for delivery. If damaged, please send photos to ascs@massfitman.com and we will process an insurance claim on your behalf.
ANY DAMAGE TO PRODUCT OR MISSING/INCORRECT ITEMS MUST BE REPORTED WITHIN 48 HOURS OF RECEIPT.
For Business:
Standard quoted shipping options include Ocean Freight to nearest port or Air Freight to nearest airport. Door-to-door delivery may be available for your order at an additional charge. Please contact us for details.
Local Customs & Duties – Unless prearranged, buyer will subject to import duties and taxes levied when a shipment reaches its destination country. Additional charges for customs clearance are the Buyer's responsibility; Buyer is considered the importer and must comply with all laws and regulations of the country in which Buyer is receiving the goods.
Returns Policy
Even though we have complete faith in all products we offer, we understand that you might have second thoughts or that your purchase may not live up to your expectations. We offer the 14-days return policy.
Please note you may be able to pay for the return shipping , restocking fee and the customs(if it happened).
Please note that only items purchased directly from Jusai Pilates can be returned. If you purchased your product through a third-party distributor, reseller, or retailer, please contact them directly.
All sales of custom items are final. Due to the custom-made nature of these products, we do not accept returns or exchanges unless the item arrives damaged or defective. In such cases, please contact us within 3 days of delivery with clear photos of the issue so we can assist you.
To attend a return, the merchandise must be in the same condition in which it was delivered. It must be in its original condition, same packaging, keep the instructions, documentation, accessories (in their original condition too) and must be unused.
The receipt of purchase must be attached to all returns.
If the merchandise meets the above guidelines, please contact the Customer Service of Jusai Pilates to begin the return process at ascs@massfitman.com .
If your return is approved, you will be provided with a RMA (Return Merchandise Authorization) number, which must be visible outside the equipment. Products received without a return authorization number will not be processed, we are not responsible for any item returned without the RMA number clearly marked on the outside of the package.
The customer will be responsible for the return shipping costs, as well as any damage or loss during shipment that may occur in the equipment.
Any product sent cash on delivery will be rejected.