Customer Support

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Contact

We know that sometimes you just need a little help. That’s why we're here. Have a part that needs replacing, need help with assembly, or even want a workout tip? There are a few ways to get in touch. Someone will get back to you within 48 hours. 


The best way is to email us: support@enginefitness.com 

The next best way is to call: +1 (310) 435-0587

We want to talk to you too, so please leave a message. We're a small crew and want to give you all the time you need. We'll return your call as soon as possible. 

Problems with your order? 

We understand that things just don’t workout sometimes, no pun intended! 😊 Sometimes you may just need a little help to make it work, whether it be a little personal guidance or a part that needs replacing.

Just email us at  support@enginefitness.com and we'll get you fixed right up! Email is the best way for us to help, but if you need to call or text, we can be reached at:  +1 (310) 435-0587. Please give us 24-48 hours to respond. We're a small team, but we try to get back to you same day if possible. 

Returns

We provide a 30 day money-back guarantee from the date of delivery. Try it out, and if it's not for you, follow the return instructions below. If you're outside of your 30 days, we're unable to accept your return and issue a refund.

All returns must be in the original box, with all parts and materials included. 

You will be responsible for paying for your own shipping costs for returning your item. Returns due to buyer's remorse, no longer needed, ordered by mistake, etc., are not eligible for return labels or shipping refunds.   

If your item is defective, or we've made a mistake, please contact us at  support@enginefitness.com and we can arrange a return label to be emailed to you, or sent through snail mail if you prefer. Please note that we are unable to send return labels outside of the 48 continental states, so if you live in Alaska, Hawaii, a U.S. territory, or internationally, we'll have to make special arrangements for you.  

1. Mail your item back to:

ENGINE FITNESS
7850 RUFFNER AVE
DEPT 4000
VAN NUYS, CA 91406

2. Email us at support@enginefitness.com with your tracking info so we know it's on the way to us. If you'd like to let us know why you're returning, we'd like your feedback so we can make improvements in the future. 

3. As soon as we hear from you and have received your return, we'll issue your refund. 

Do I need to fill out any labels or paperwork for a return?

No, all we need is either the name or email address on the order, or the order number. We don't include any return paperwork in the box. 

Which carrier should I use to return?

We accept returns from any carrier, so whatever is most convenient or cheapest for you is fine with us. 

Refunds

Once your return is received, we will send you an email to notify you that we have received your returned item and your refund has been processed. A credit will automatically be applied to your credit card or original method of payment, within 10 days.

Shipping costs are non-refundable, so the initial shipping charge for your order will be deducted from the total refund. The purchase price of the item and taxes will be refunded.  

If it's been more than 10 days and you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@enginefitness.com.

How do I cancel my order?

If you need to cancel, contact us ASAP at  support@enginefitness.com or call  +1 (310) 435-0587. If your order is already in process, we are unable to cancel and you'll need to send your order back to us. You may either refuse the shipment, or we can send a return label if we weren't able to get to it in time.

There is a 12-24 hour window to cancel your order after you've placed it. Our orders are processed Monday-Friday from 6 a.m.-10a.m. PST.  If you place an order after 10 a.m. Monday-Thursday, it will be processed the following day. If you place your order after 10 a.m. on Friday, it will be processed on Monday. Our fulfillment center does not operate on weekends.

If you contact us after that 12-24 hour window, we will not be able to send a return label, and you will be responsible for any costs related to returning your item.

Do you ship internationally?

Yes! The cost of international shipping is calculated during checkout if you live outside of Europe or Canada. Shipping to Canada costs $24, and to Europe $40. 

How long does shipping take? 

Regular shipping takes 7-10 days, depending on where you live. We ship from Los Angeles, so it may not take that long if you're close to us. If you live outside of the continental United States, expect shipping to take longer. 

Do you offer expedited shipping? 

Yes! You can choose two-day shipping while checking out. 

How much does shipping cost?

We have a subsidized flat fee of $10.50 for shipping within the continental United States. Shipping to Alaska, Hawaii, and U.S. Territories is $15. Shipping to Canada is $24, and to Europe is $40.  

What carrier do you use? 

Our default carrier is FedEx, but if you're shipping to a P.O. Box, we'll use FedEx Smartpost. FedEx will turn your package over to USPS for delivery once it arrives in your area. 

If you require special shipping accommodations, please contact us before you place your order at support@enginefitness.com, or call  +1 (310) 435-0587.

Do you require a signature upon delivery?

No, we do not require a signature. If your package is being delivered to a location where you need a signature, or if you live in an area where packages are often stolen, please contact us before placing your order so we can accommodate.  

How can I track my order?

You'll receive an email confirmation as soon as you place your order, and our fulfillment center will send a shipment confirmation as soon as it ships. Your confirmation will include carrier tracking info. If you don't receive these confirmations, please contact us at support@enginefitness.com so we can check the status of your order. 

The tracking says it was delivered, but I never received it...

First, check with your neighbors to make sure the package wasn't delivered to the wrong address. Also check your order to make sure you didn't make any mistakes on the shipping info. 

If you still can't find your package, check the tracking info online to see if the carrier left any notes about the delivery. Try contacting the carrier to see if they made a mistake. Sometimes they accidentally mark a package as delivered, and the delivery driver may still have the package in his truck. The driver may also be able to tell you exactly where he left it. 

If you're still left empty-handed, contact us at support@enginefitness.com, or call  +1 (310) 435-0587 and we'll work with you to resolve the problem. 

My box is missing the balance staff and anchor parts...

If you think you're missing some parts, first check to see which Pilates Wheel you ordered. The Pilates Wheel COR ($199) does not include the balance staff and anchor. Only the DLX model ($259) will have those parts. Our videos may include information for both models, so don't be alarmed if you have a COR and we mention something about the DLX anchor. 

If you truly are missing anything from your box, please contact us at  support@enginefitness.com and we can send you that part. 

I'm missing a screw...

Check your wheels first to see if the screws are already in their holes. On rare occasion, the manufacturer will place the screws there instead of the bag with the other small parts. 

If you still can't find it, email us at support@enginefitness.com and we'll send you one. 

Can I get a replacement for lost or broken parts? 

Yes! Our online store has all of the Pilates Wheel parts available if you need replacements: https://www.thepilateswheel.com/collections/shop-all.

Do you have written instructions on how to assemble and use the Pilates Wheel?

All of our assembly information is in the Orientation video here:  thepilateswheel.com/training-videos, along with the rest of our "getting started" Pilates Wheel training. We don't have written instructions at this time. 

What's the difference between the COR and DLX?

The COR (Center of the Room) allows you to do the fundamentals of Pilates wherever you are. The DLX (Deluxe) adds an anchor system that attaches to any heavy object, or under a door, to give you a more complete reformer feel. While you can do a lot with the COR, the DLX adds more workouts only possible with the anchor. If you're new to Pilates, or just not sure which Wheel is best for you, give the COR a try and you can add on the DLX Anchor Package later.

Where are your online classes? 

We have Live and on-demand classes offered all week long on our Facebook page! New ones are added all week and there are hundreds of classes in the videos page archive. We have all kinds of modalities and instructors to choose from plus you can make comments and ask questions and we will get back to you! You don't need a Facebook account to view the page - it's available to the general public. 

Also check out our YouTube channel for more content.

Where are the DVDs?

As of late 2018, we no longer include DVDs in the boxes. However, the instructional content is on our YouTube channel at thepilateswheel.com/training-videos. Start with the Orientation video, and go from there. 

If you don't have streaming capability and need physical DVDs, they're available for purchase here: https://www.thepilateswheel.com/collections/shop-all.

Are the wheels supposed to spin easily? 

The wheels on the Pilates Wheel are designed to roll smoothly, but not spin freely. If you try to spin the wheel in air, it shouldn't spin completely around. This is for safety reasons, and so the Pilates Wheel gets proper traction for your workouts. 

However, the wheels should never "stick." If one wheel is dragging while the other rolls smoothly, you may have a defective wheel and need a replacement. Please contact us at support@enginefitness.com.

Is there a carrying bag for the Pilates Wheel?

Not at this time, but we have one in the works - so stay tuned! The Pilates Wheel can be disassembled, and will fit into a small suitcase for travel, or a gym bag for workouts outside your home. 

How big is the Pilates Wheel and what does it weigh?

The Pilates Wheel is 24" wide, and the wheels are 14" in diameter. The COR weighs around 10 lbs., and the DLX with the anchor weighs around 13 lbs.  

How much space do I need to use the Pilates Wheel? 

You'll need approximately 4' x 8' of space, or a little more space than a yoga mat for DLX workouts. The COR can be used in a space slightly smaller. 

How does the Pilates Wheel anchor? 

The Pilates Wheel can be anchored under a door, or to any heavy object low to the ground, such as a couch, bed, or weights 60 lbs. or more. You can also use an eye-screw to anchor it to the baseboard of a wall. 

Do you sell the weights you use to anchor the Pilates Wheel in your videos? 

No. Those are simply weights we used for the purposes of making the videos. You may use any heavy weights - even dumbbells - to accomplish the same thing in your home. 

What if I'm a beginner or have never done Pilates before?

You're a big part of the reason we developed the Pilates Wheel. We start your training with fundamentals which you can do till you feel completely comfortable living in Pilates land. Once your ready all the workouts are designed so that you can progress from a beginner level and work your way up as you get better and more fit, of course.

Can I do other workouts outside of Pilates?

Yup. After we developed the Pilates Wheel we realized there were a lot of other things it could do. So we designed strength and cardio workouts around it that are awesome and we will continue to add more in our live/on demand platform.

Who teaches the live/on demand classes?

Some of the best teachers around! We have actively working teachers with years of experience and education. All are certified, tenured instructors. They teach all different levels. You can pick the one you like and stick with them or try them all. We love our teachers and we will continue to bring more highly qualified teachers on line as time goes on. Visit our instructors page to learn more. 

Will the Pilates Wheel work on my floor? Will it hurt my floor?

Pilates Wheel is safe and works on virtually any surface. Only thing we haven't tried it on is shag carpet, but who has shag anymore?

I have mobility issues. Will Pilates Wheel work for me?

Pilates is an excellent, low impact way to get your body moving again. We understand not everyone will be able to do all the workouts. That's why we have fundamentals to get you started. We also have a workout called Table/Chair. If you have a hard time getting to the floor this is the ideal place to start to help you to start moving.

I've just received my Pilates Wheel. What do I do next?

First, jump up and down. Then, you need to put it together. It's super easy. Go to the orientation video on our YouTube channel. You'll find everything you need to get started. Have fun!

I am a teacher/studio owner interested in bringing the Pilates Wheel into my business. What do I do next?

Contact us at info@enginefitness.com  One of our top priorities is making our business help your business. We are here to help and have lots of ways for you to get started. Go to our studios/teachers page for more info.