Shipping policy

 

Most of our products are eligible for FREE shipping either nationwide or to metro areas.

Please check each product's shipping details to confirm its delivery rates, or contact us at hello@elitereformer.com.au or 0370448238.

Delivery Method:

If a product is applicable for free delivery, it is available as either home delivery or pick-up from your nearest depot.

Please check the delivery details for each product as the delivery option(s) will differ for each.

Order Confirmation:

As soon as you place your order you will receive an order confirmation email. This means that we have received your order in our system and pre-authorised your bank card for the purchase.

As soon as we receive your order, we automatically check that your order is in stock and available for immediate shipment.  If your item is on back-order or unavailable, we will reach out to you by email to see if alternate arrangements can be made or void the pre-authorised payment if you wish to cancel your order.

If your item(s) are available for immediate shipment (within 3-5 business days, depending on the product), we will process the charges and begin preparing your order for shipment.

Order Shipment:

If your order is in stock and we process the charges to your bank card, it will be dispatched within 3 business days from the date of your order.

Please note that certain products may take longer to process. These will be specified in the 'Shipping' description for those products.

We will send you shipping confirmation within 24 hours of your order leaving the warehouse to the email address you provided when checking out.

If you do not receive shipping confirmation from us within 4-6 business days of your order, feel free to contact us.

Delivery Timeframe:

The delivery timeframe will vary depending on the product and your location. Please refer to the delivery details for each product to check the estimated delivery timeframe.

Large & Heavy Item Deliveries

Certain products, including (but not limited to) Pilates reformers, treadmills, massage chairs, and other large equipment, are classified as large & heavy items.

All large & heavy items are delivered with curbside drop-off. This means delivery is made to the front of your property (such as your driveway or building entrance).

You are required to:

• Assist the delivery driver with unloading, and
• Ensure adequate assistance is available to safely move the item inside the property.

Delivery drivers may, at their discretion, assist with moving the item closer to your door. However, this assistance is not guaranteed, and drivers have the right to refuse any assistance beyond curbside delivery for safety or access reasons.

Customers are responsible for ensuring clear and safe access at the delivery location, including adequate space, pathways, and assistance to receive the item.

If you require assistance with carrying the item inside, installation, or rubbish removal (including wooden crates), please contact us before your order is shipped. Where available, we can arrange additional setup services with our service partners and provide a quote.

If you have any questions about delivery access or requirements, please contact our team before placing your order.

Damages:

Please inspect the packaging of your item(s) when they arrive. If you notice any damage, you should make note of it when signing for delivery or do not agree to accept the delivery.

If you do accept delivery, you are required to immediately take photos of the damaged packaging or products inside the packaging.

If your item(s) arrive damaged, please send us a message with photos or videos to hello@elitereformer.com.au.

Returns Delivery:

Want to know about our Returns Policy? Read more here.