FAQ

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@modernreform.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

It’s important to hold onto that email so you can reference your purchase number if needed. You’ll receive a separate shipping email once your order has left the factory.

We are only able to alter or moidify orders within 24 hours of the order, which is also the cancellation window per store policy.

All orders ship factory direct. The manufacturing warehouses are in a wide range of locations. For a specific brand inquiry, please connect our customer support team for further explanation.

Our selection includes branded wellness and fitness products, with a focus on large equipment such as Pilates Reformers, Saunas, Plunges, and Exercise Equipment. Larger items are custom built-to-order and need manufacturing or assembly before shipping. Shipping times are only estimates and do not include manufacturing lead time. Once your order is with freight service, it typically takes 7-14 days to deliver is shipped from the US. Bulk orders may take longer to build and ship. Some manufacturers only ship from interntational locations, you can request lead time + shipping time estimates for those products.

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online. 

You'll receive an email confirmation once your order is placed. Your order will be processed with the manufacturer in 1-2 business days after your purchase. Lead time ranges from product to product , however we're expecting anywhere from 10-20 days on most products. You'll receive a tracking number once your order leaves the factory. Your order is still being processed if you don't get an update in between your confirmation & tracking email. You can expect shipping to take 6-12 days once your order leaves the warehouse. Please feel free to contact us if you have any more questions. We appreciate your patience!

We can honor a refund if your product is cancelled within 24 hours. It’s important to contact us as soon as possible when trying to cancel an order. Please submit your request in writing including the order number, product, and your contact information. We will try our best to cancel for you. If the product is in production or already shipped, then it's too late to cancel your order - All sales are final once your order is shipped. 

Please note all equipment is built-to-order. If the product is in production, you will be subjected to a 20%-60% restocking fee depending on how far along your equipment is in the manufacturing process. 

Not all orders can be cancelled after 24 hours. If your order is eligible for a refund, you will be accountable for any shipping costs and processing fee on credit card transactions.

If you decide to cancel your order after it has been processed and is being held in our inventory (but before shipment), there will be a restocking fee or holding charge applied if the request is made after 72 hours from the time of order. This fee helps cover the cost of inventory holding and preparation time.

Restocking Fee: A charge of 5% will be applied to orders canceled after 72 hours.

Holding Fee: If an order is held in our warehouse for more than 72 hours at the customer's request, a daily holding fee of $5 will apply. This fee is intended to cover the space and resources used to store the item.

Please reference our rules and guidelines in the 'Return' section.

Very rarely, customers located in a very remote shipping area can be subject to an additional shipping fee. If you live in a remote location, please contact us before placing your order so we can provide you with accurate pricing. Else, we will attempt to contact you and will typically send an invoice with the balalnce of the additional freight cost. If the 'Beyond Fee' is not paid within 48 hrs, we reserve the right to cancel the entire order and refund less the card processing fee per refund policy. 

You’ll receive an email with a tracking number once your order ships from the warehouse. It’s important that you communicate with the freight service provider and establish a delivery appointment. It is important to make sure you’re available when your package arrives. You’ll be responsible to be present for the delivery. If you miss your delivery, you will need to reschedule a delivery date and time.

Curbside delivery means you’ll receive freight delivery that’s dropped off at the curb - they will not take your package inside of your location. You will most likely need additional assistance to get the package inside your residence. Plan on asking a neighbor or friend for assistance. Most of the time assembly is quick and easy once it’s in the location of choice. You’ll be responsible for removing any packaging materials. There are customized 'white-glove' delivery options : see handy delivery option that includes technicians service for  move labor, assembly, and package disposal.

Once you received your package, it’s important to inspect it before signing for it to identify any shipping damage. You’ll need to contact us immediately, provide photos of the damage, and have it returned to the manufacturer if so.

Our team is here to help you! You'll receive an email with your tracking number once your order ships from the warehouse. It is your responsibility to call the delivery company to set up a delivery appointment (date & time). We are not able to set up your delivery appointment for you because we are not the ones receiving the package.

You will need to contact Modern Reform® customer support at least 72 hours before your delivery date so we can arrange your assembly team. Please contact us at support@modernreform.com. Make sure to include your order number and delivery appointment information and any information pertinent to the white glove service, for e.g., if it includes move labor you should indicate if navigation of flight of stairs is involved. You will receive a confirmation email once your team is successfully booked. It is important for you to be there for your service appointment, other than that, leave the rest to us!

Product warranties are listed on the product description page. You can also find warranty information on manufacturing websites. We can help you if you would like assistance contacting the manufacturer with a warranty claim. Please contact our customer support team for assistance at support@modernreform.com or call 1-855-723-2532 during our business hours.

Shop Confidently Knowing Our Prices are Always Competitive Thanks to our 100% Price match guarantee policy.

We at Modern Reform are committed to providing our customers with the best possible prices on the fitness, wellness, and recovery products we offer. That's why we offer a Price Match Guarantee! If you find another authorized dealers online store that offers a lower price than us within 7 days of your purchase date, please let us know and we will refund your original payment for the difference.

We want you to be confident that you are getting the absolute best price for our products you order. This also extends to price changes for the same item on our website within the 7-day period.

What can be Price Matched?

- Identical items that are currently in stock and available for purchase from authorized online retailers within the United States.

- Items must be new, unused, and in original packaging.

- We reserve the right to limit price matches to one per customer and per item.

- Pre-purchase or proactive price matching is permitted and bounded by the same matching rules as listed in this policy

What cannot be Price Matched?

- Items that are clearance, rebates, seasonal or special promotions, coupons, discontinued, or on sale at the competitor's store.

- The competitor must be an online store. They may not have a physical retail location.

- Items that require a membership or subscription to purchase from the competitor.

- Items from auction websites or discounter marketplaces (i.e. eBay, Overstock, etc.).

- Shipping costs or other additional fees charged by the competitor.

- Obvious pricing errors.

How to request a Price Match

If you find a lower price on an identical item elsewhere online, please contact us within 7 days of your purchase at support@modernreform.com with the following information:

- A link to the competitor's product page
- The competitor's price
- The date the competitor's price was advertised
- Once we have verified the information, we will be happy to match the competitor's price.

Price Match Guarantee Disclaimer
Our Price Match Guarantee includes the item price and shipping charges only. It excludes any sales tax.

We reserve the right to modify or discontinue this Price Match Guarantee at any time without prior notice.

The store provides shipping to US mainland states. Shipments to non-contiguous states such as Alaska, Hawaii, and Puerto Rico shall incur additional, non-published shipping fees due to remote location surcharges by freight service providers. Extra charges will be calculated and accurate shipping quotes will be provided via emailed invoice post-checkout for your approval to continue with freight delivery of your product. Please contact customer service at support@modernreform.com or call 1-855-723-2532 for specific shipping quotes to these destinations. If you decline to pay the quoted freight rate fee after you have placed your order, we will cancel your entire order.

We ship mainly with in the United States. However, some manufacturers ship to international destinations. Please contact us for additional information regarding these products (Sportline™, Private Pilates™).

We do not accept returns or exchanges outside of products that are already damaged upon being received. Only those can be returned or serviced under manufacturers warranty.

Please make certain you are purchasing the correct product - ALL SALES ARE FINAL!

Return Procedure For Damaged Products

• Reference your order number as proof of purchase 
• Returned items request must be in their original condition, including any retail packaging, in order to be accepted.
• Media of shipping damage or defect must be sent to support@modernreform.com.
• If the item arrived damaged or was not what you ordered, Modern Reform will pay the return shipping cost. For all other returns, customers are responsible for the return shipping cost and for any damage or loss during shipment back to us.

The MRX™ is built with a reinforced frame of aluminum and cold-rolled steel, designed for the rigorous demands of commercial settings. Its construction blends global excellence: European design aesthetics, Japanese metal processing, and high-grade American-sourced plastic and rubber components, ensuring superior durability and finish. It's core structural integrity and load bearing capability, robust frame, smooth and quiet operation, adjustability, and high quality components make it a commercial grade equipment.

The MRX™ features a highly precise 5-spring system (2 Heavy, 1 Medium, 1 Light, 1 Extra Light) with a vibrant color-coded insert style. Crucially, we utilize a Dual Spring Anchor System, allowing you to fine-tune resistance at two different points for unparalleled precision and range of motion.

The steel wire springs are rigorously tested for longevity, proven to endure over 800,000 to 1,000,000 effective stretches, guaranteeing lasting performance.

The base price includes The Essential MRX™ (Reformer, Jump Board, Sitting Box, and Foot Extender). We also currently offer tiered bundles—like The Digital Sanctuary (with the wheeled smart screen) and soon to come we will be offering The Complete Studio (with the Pilates Chair)—to provide immediate, premium utility at an exceptional value. We remain commited to creating more bundles so you can get value for your wellness investment.

The MRX™ is engineered for silent fluidity. It features patented 360° Rotating Silent Pulleys and 8 built-in castor wheels that uniformly distributes the load, which guarantees a whisper-quiet, smooth carriage glide.

Modern Reform® backs the MRX™ with confidence. We offer a Five-Year Structural Warranty covering the main frame and sheet metal parts against manufacturing defects. All other accessories and non-structural components carry a One-Year Warranty.

Due to the nature and size of the equipment, all sales are final once your order has shipped. Returns are only accepted if the product is defective, and these will fall under the Manufacturing Warranty. Objective evidence of the defect must be provided, and the return must be initiated within 3 days of delivery. In the extremely rare situation that your reformer set is delivered to you with missing pieces, please contact Modern Reform ® customer support immediately at support@modernreform.com and we will arrange shipment of the missing part free of charge.

All orders can be canceled before shipment if made within 24 hours of the order being placed. If the request is made after 72 hours from the time of order placement, a 5% holding charge/restocking fee will be applied to cover inventory holding and preparation time. In addition to this, the refund will be less the payment transaction fee that was already charged.

Our dedicated support team is ready to assist. Please email us at support@modernreform.com or call us at 1-855-723-2532 for assistance with setup, parts, or warranty claims.

The MRX™ is shipped free of charge standard from within the US, via Less Than Truckload (LTL) freight, due to its size and weight, typically arriving palletized to ensure maximum protection. We utilize trusted nationwide carriers to deliver the equipment right to your curbside.

Does the price include "White Glove" delivery inside my home?

For non-free customized white-glove delivery options that include taking your package inside, assembly in location, and disposal of packaging see our additional shipping options at your MRX™ checkout cart. If you do not add white delivery options at the time of checkout, and later decide you need it, do not fret as it can be added post purchase. You can purchase any tier 'Handy' white glove service at your convienience. 

Handy Basic Assembly Service: Includes assembly in location only (no move labor).

Handy Premium Assembly Service: Includes package move into location, assembly, and package disposal.

For the Handy white glove assembly service - You will need to contact Modern Reform® customer support at least 72 hours before your delivery date so we can arrange your assembly team. Please contact us at support@modernreform.com. Make sure to include your order number and delivery appointment information and any information pertinent to the white glove service, for e.g., if it includes move labor you should indicate if navigation of flight of stairs is involved. You will receive a confirmation email once your team is successfully booked. It is important for you to be there for your service appointment, other than that, leave the rest to us!

For all types of shipping you will receieve an email with your tracking number once your order ships from the warehouse. It is your responsibility to call the delivery company to set up a delivery appointment (date & time). We are not able to set up your delivery appointment for you because we are not the ones receiving the package.

The MRX™ is designed for minimal assembly. It arrives mostly pre-assembled, and the final steps are straightforward. Detailed instructions are included. Due to the length and weight of the reformer we recommend having a friend or family member assist when moving the unit. Assembly typically takes 30-60 minutes. Detailed instructions are included in form of a detailed manual and there is also video instructions available.

Monday-Friday from 9:00 AM - 5:00 PM PST
Saturday from 11:00 AM - 5:00 PM PST

Call us at 1-855-723-2532. Your call is especially important to us. If we’re unable to pick up due to the high call volume, simply leave us a voicemail and we will contact you back promptly. For after hours, please send us an email at support@modernreform.com and a representative will get back to you as soon as possible to answer your inquiries.