FAQs

Welcome to Pilates Girl. Below, you’ll find answers to the most common questions about ordering, shipping, payments, returns, and support. If you need further assistance, our customer service team will be happy to help.

1. Where do you ship?

We currently ship to the United States, the United Kingdom, Canada, Australia, New Zealand, and selected countries across the Euro Area.

Shipping availability may be expanded over time as our logistics network continues to grow. If your country is not available at checkout, please contact our support team before placing your order.

2. Do you offer free shipping?

We offer free standard shipping on all orders.

Shipping is available to multiple regions including the United States, United Kingdom, Europe, and Worldwide.
All applicable shipping costs are fully covered by us, no additional shipping fees are charged at checkout.

3. How long does order processing take?

Orders are typically processed and dispatched within 24 to 48 business hours.

Processing times may be slightly extended during high-demand periods, holidays, or exceptional operational circumstances.

4. How long does delivery take?

Estimated delivery time is typically 4 to 11 business days (including processing and shipping).

During high-demand periods or due to external factors such as customs or carrier delays, delivery may take slightly longer.

If you experience any issue, our support team is available at contact@pilates-girl.com.

5. What are your business days and hours?

Business Days: Monday – Friday
Business Hours: 10:00 AM – 06:00 PM (CT)

Our support team responds during business hours only.

6. What payment methods do you accept?

We accept secure payment methods available at checkout, which may include major credit and debit cards, PayPal, Apple Pay, Shop Pay, and other local payment options depending on your region.

All payments must be completed at checkout before an order can be processed.

7. Is my payment information secure?

Yes. All payments are processed through secure third-party payment providers using encrypted technology.

Pilates Girl does not store your full credit or debit card details.

8. Can I change or cancel my order after placing it?

If you need to change or cancel your order, please contact us as soon as possible.

Once an order has entered processing or has already been dispatched, changes or cancellations may no longer be possible.

9. What is your return policy?

We accept return requests within 30 days of delivery.

To be eligible for a return, items must be:

  • unused
  • unworn
  • in their original condition
  • in the original packaging

Return requests must be submitted by email before sending anything back.

Please note:

  • return shipping costs are the customer’s responsibility
  • original shipping fees are non-refundable
  • certain items may not be eligible for return, including gift cards, personalized items, and final sale items

For full details, please refer to our Return and Refund Policy.

10. What should I do if my item arrives damaged, defective, or incorrect?

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • your order number
  • clear photos of the item
  • clear photos of the packaging

Our team will review the issue and assist you with the appropriate next steps.

11. What if my order is delayed or lost?

If your package has not arrived within the expected timeframe, or if it is marked as delivered but cannot be located, please follow the steps below:

  1. Verify your shipping address and check with household members, neighbors, or your local carrier.
  2. Contact us at contact@pilates-girl.com within 48 hours of the delivery status update or once the delay becomes clear.

Please include:

• your order number
• a brief description of the issue
• any relevant photos, including clear photos of the packaging if applicable

Once your request is received, our team will review the case within 24–48 hours and assist you with the appropriate next steps.

In some cases, delays may occur due to carrier issues, customs processing, weather conditions, or other external disruptions beyond our control.

12. How do I contact customer support?

If you need assistance with your order, shipping, return request, or any other question, please contact us at:

Pilates Girl
Address: 811 Buffalo Park Drive, #1001, Houston, Texas 77019, United States
Phone: +1 646-416-9016
Email: contact@pilates-girl.com
Business Days: Monday – Friday
Business Hours: 10:00 AM – 06:00 PM (CT)

Our team is here to assist you as quickly as possible during business hours.