Shipping policy
Last updated: November 23, 2025
At GymFrog, we are committed to delivering our Pilates equipment and accessories safely and transparently to customers in the European Union, the United Kingdom, and worldwide. This Shipping Policy explains how orders are processed, where they ship from, how long delivery may take, and what to expect at the time of delivery.
1. Order Processing
All orders are processed within 3–5 business days after payment has been confirmed.
Orders placed on weekends or public holidays will be processed on the next business day.
For Pilates equipment (such as reformers and larger machines), additional production and preparation time may be required before shipping. Production time is separate from the shipping timeframes listed below and may vary depending on model and inventory levels.
2. Shipping Origins & Regions
Depending on stock availability and your delivery address, orders may ship from one of our partner warehouses (for example, in the EU, UK, US or Asia). In some cases, your order may be split into multiple shipments if items are shipped from different locations.
We currently ship to (subject to carrier coverage and local regulations):
- United Kingdom
- European Union countries
- United States
- Canada & Mexico
- Australia
- Selected countries in the Middle East
If your region is not listed, please contact us at support@gymfrog.eu before placing your order.
3. Estimated Shipping Times – Accessories
Accessories (for example straps, cushions, small tools and replacement parts) are generally shipped via standard parcel carriers. The timeframes below are estimates and may vary based on carrier capacity, peak seasons, customs, and local conditions.
| Region | Estimated Delivery Time | Typical Carrier |
|---|---|---|
| United Kingdom | 5–7 business days | UPS / FedEx or similar |
| Europe | 5–7 business days | UPS / FedEx or similar |
| USA | 5–7 business days | UPS / FedEx or similar |
| Canada & Mexico | 7–10 business days | UPS / FedEx or similar |
| Middle East | 7–10 business days | UPS / FedEx or similar |
| Australia | 7–10 business days | UPS / FedEx or similar |
4. Estimated Shipping Times – Pilates Equipment (Freight)
Pilates machines and larger equipment are shipped via freight carriers due to their size and weight. The following timeframes are estimates for shipping only and do not include production or preparation time:
| Region | Estimated Delivery Time | Typical Service |
|---|---|---|
| United Kingdom | 30–35 business days | Freight shipping (curbside) |
| Europe | 30–50 business days | Freight shipping (curbside) |
| USA | 20–35 business days | Freight shipping (curbside) |
| Canada & Mexico | 40–60 business days | Freight shipping (curbside) |
| Middle East | 30–35 business days | Freight shipping (curbside) |
| Australia | 40–60 business days | Freight shipping (curbside) |
These timeframes are estimates only. Actual delivery times may be longer during peak seasons, customs delays, or due to local carrier constraints.
5. Delivery Methods
Accessories: Shipped via parcel carrier and generally delivered to your door or mailbox, depending on local courier practices.
Pilates equipment: Shipped via curbside freight delivery. This means the carrier will deliver the crate or pallet to the nearest safe point at the curb, driveway, or entrance accessible by truck. The driver is not responsible for bringing the equipment inside, upstairs, or for assembly.
Please ensure that someone is available on the day of delivery to receive the shipment and make arrangements to move the equipment inside and to your desired room or studio space.
6. Shipping Costs & Free Shipping Offers
Shipping costs are calculated at checkout based on:
- Destination country or region
- Product weight and dimensions
- Shipping method and carrier rates
From time to time, we may offer free shipping or discounted shipping for certain products, order values or regions. Any such offers will be clearly shown on the product page and/or at checkout and apply only to eligible items and destinations as stated in the offer.
For large studio orders or special projects, shipping may be quoted separately by our team.
7. Customs, Duties & Taxes
Depending on your delivery country, your order may be subject to import duties, taxes, and fees imposed by local customs authorities. These charges are not included in our product prices or shipping costs unless explicitly stated otherwise.
You are responsible for paying any applicable customs duties, taxes, or import charges once the shipment reaches your country. Customs policies vary widely; please contact your local customs office for more information before ordering if you are unsure.
8. Tracking & Delivery Notifications
Once your order ships, you will receive a shipping confirmation email with the tracking number and a link to track your shipment, where available.
- Tracking information may take 24–48 hours to update after you receive the tracking number.
- For freight shipments, the carrier may contact you directly to schedule a delivery date or time window.
9. Signature & Missed Deliveries
High-value and freight shipments may require a signature upon delivery. Please ensure that someone is available at the delivery address on the agreed date.
If a delivery is missed, the carrier may:
- Attempt redelivery
- Hold the shipment at a local terminal or depot
- Charge additional storage, redelivery or appointment fees
Any extra charges due to missed appointments, incorrect addresses, or inaccessible locations may be the responsibility of the customer.
10. Inspection on Delivery & Damage Reporting
For freight deliveries, please:
- Inspect the exterior packaging and pallet/crate before signing the delivery receipt.
- Note any visible damage on the delivery receipt and take clear photos or videos.
- If the damage appears severe, you may refuse the delivery and contact us immediately.
If your order arrives with damage or missing parts, please contact us within 3 business days of delivery at support@gymfrog.eu and include:
- Your order number
- Photos or videos of the packaging and product
- A brief description of the issue
Timely notification and documentation help us file claims with carriers and arrange a suitable solution, such as replacement parts, a repair, or a replacement unit where appropriate.
11. Remote or Limited-Access Locations
For remote areas, islands, or addresses with limited truck access (such as narrow streets or restricted zones), the freight company may charge additional fees or require alternative delivery arrangements.
We will contact you in advance if extra charges or special arrangements are required. If you do not agree to such charges, we may need to cancel the shipment and process a refund in line with our Return & Refund Policy.
12. Need Assistance?
If you have any questions about shipping times, delivery arrangements, or tracking your order, please contact our support team:
Email: support@gymfrog.eu
We are here to help ensure your delivery experience is as smooth and reliable as possible.