How do I check my order?
After placing your order, you'll receive an email confirmation. We process your order with the manufacturer within 1-2 business days. Lead times vary depending on the product, typically 10-20 days. Once your order ships, you’ll receive a tracking number. Your order is still being processed if you haven’t received updates between your confirmation and tracking email. Please allow 6-12 days for shipping once your order leaves the warehouse. For further questions, don’t hesitate to contact us—we appreciate your patience!
How will I know my order is confirmed?
After placing your order, you'll receive a confirmation email. Please keep this email handy, as it contains your purchase number. If you don’t see the email, please check your spam folder. Once your order ships, a separate email with shipping details will be sent.
What payment methods do you accept?
We accept most major payment options, including Mastercard, Visa, Amex, Discover, Apple Pay, and Google Pay, and we are adding more.
Will my payment be securely processed?
Absolutely. We take your security seriously. All transactions are processed through our secure payment system, SSL-certified to protect your personal information.
What should I do if I’m having trouble processing my payment?
Ensure that all the information is entered correctly, as errors are often the cause. If the issue persists, please get in touch with our customer support team for further assistance.
Can I use two cards to pay for my order?
Our system currently allows only one payment method per order, but we can assist you to the best of our ability.
Do you offer financing options?
We offer various financing options through partners like Affirm and ShopPay, which are available during checkout. We also provide commercial financing for commercial establishments. For more details, visit our Easy Financing page.
Where is my order shipped from?
All orders are shipped directly from the manufacturer’s warehouse. Locations vary depending on the brand. For specific inquiries, please get in touch with our customer support team.
Do you ship outside the U.S.?
For some of our brands, we ship outside the USA. Please contact us to learn more.
How does the delivery process work?
Once your order ships, you’ll receive an email with a tracking number. You must be available when your package arrives, as you need to sign for it. If you miss the delivery, you’ll need to reschedule. Upon receiving your package, inspect it for any damage before signing. If you notice any issues, contact us immediately with photos of the damage.
What is curbside delivery, and what should I expect?
Curbside delivery means your package will be dropped off at the curb. You may need help bringing it inside, so plan to have assistance ready. Assembly is usually straightforward once the package is in place, and you’ll be responsible for disposing of the packaging materials.
What is my responsibility with Handy White Glove Assembly?
We’re here to assist! After your order ships, you’ll receive a tracking number. You must contact the delivery company to schedule a delivery appointment. Please notify RecovAthlete at least 72 hours before your delivery date so we can arrange the assembly team. Please email us at support@recovathlete.com with your order number and appointment details. We’ll confirm once your assembly team is booked.
What is a “Beyond Fee”?
In rare cases, customers in remote locations may incur an additional shipping fee. If you live in a remote area, please get in touch with us before placing your order so we can provide accurate pricing.
Do you offer free shipping?
Yes, we offer free shipping on select products. Items eligible for free shipping will be marked accordingly on their product pages. Shipping rates vary by brand and can be calculated on the cart page or at checkout.
What is your exchange policy?
Exchanges are not always possible, as not all manufacturers accept returns. Please review the product details carefully before purchasing. For returnable items, follow the return process outlined in our return policy. If the item is damaged upon arrival, follow our shipping & receiving policy to be covered for a replacement.
Do your products come with a warranty?
Warranty details are available on each product’s description page and the manufacturer’s website. If you need assistance with a warranty claim, our customer support team is ready to help.
Why is your price different from the brand’s website?
As an authorized dealer, we often offer products at lower prices than the brand’s retail price. This allows us to make high-quality Pilates equipment accessible to a broader audience and keeps our business competitive.
Do you offer discounts for military, healthcare professionals, or instructors?
Yes, our partnership with GovX ID offers discounts for military personnel, healthcare professionals, and instructors. This includes active and retired military personnel, first responders, and their families. After verifying your affiliation with GovX ID, you’ll receive a discount code to save up to 5% on your purchase. Visit our GovX ID Discount page for more details.
Do you offer the option to pick up my order instead of shipping it?
We do not provide pick-up options as our products are shipped directly from various warehouses closed to the public. The specific warehouse depends on the brand and your delivery address.
When are you open?
Our hours are:
- Monday-Friday: 9:00 AM - 6:00 PM EST
If you contact us after hours, please leave a voicemail or email, and we’ll respond as soon as possible. Orders can be placed online 24/7 and will be processed on the next business day. You will receive an email confirmation once your order is complete.
Do you price match?
We strive to offer the lowest prices possible. If you find a lower price elsewhere, send us a screenshot including taxes and fees, and we’ll do our best to match it. Could you email us at support@recovathlete.com? While we can’t guarantee a price match, we will work hard to offer the best possible price.