Frequently Asked Questions
If you need help, we have a list of frequently asked questions and answers. We strive to provide you with the best shopping experience possible. Click on a question below to see the answer.
How can I change something in my order?
If you need to change anything about your order, please contact us immediately. We typically process orders within 2-4 hours and once we have processed your order, we will not be able to make any changes.
How can I pay for my order?
The customer can freely choose to pay for purchases made through:
- Credit or debit card: MasterCard, Visa, Visa Debit and American Express
- Paypal: you can pay securely through PayPal.
- Pay in several installments with PayPal
- Payment by bank transfer.
- Finance: pay in installments up to 36 months (ABN Holders)
In certain cases and to prevent possible fraud Elina Pilates Australia reserves the right to request a specific payment method from a client in the event that the buyer's identity is not reliably proven.
Can I finance my order?
Yes, we have financing available depending on your needs and the amount of the purchase: (ABN Holders)
- If you have any questions about how to finance your order, do not hesitate to contact our team.
Can I track my order?
Yes, you can! After placing your order, you will receive an order confirmation via email. Each order begins production 24 hours after you place your order. Within 72 hours of placing your order, you will receive an expected delivery date. When the order is shipped, you will receive another email with the tracking number and a link to track the order online with the carrier.
Can I return an item?
Please visit our returns and exchanges page for more information.
How long will it take for my order to arrive?
Delivery times will depend on your location. Once payment is confirmed, your order will be packaged. Delivery can be expected within 10 business days.
Can I buy offline?
By phone: Calling 1300 756 553
By email: Sending your order to sales@elinapilates.au
Is it safe to buy from Elina Pilates?
Our store has installed a SSL Digital Certificate which means that all connections between any page of our store and your device are made using a secure HTTPS protocol, that's what we want meaning that all information travels encrypted and cannot be deciphered.
Do products include taxes?
The prices of the products displayed on the Elina Pilates website include the GST to be applied.
Does it include entry and assembly?
Entry and assembly are not included in the standard price. Generally in the budgets for packages of more than 10 kilos or voluminous, they cover transportation and delivery at street level. Although the client can also choose to manage the transport by his own means or collect the products in our facilities.
If entry and assembly service is required, we can obtain a quote from a specialized transport company. It is very important to provide specific details about delivery requirements. The assembly of our products is usually simple, since most of the equipment is usually almost assembled. However, we offer additional resources, such asassembly videos on our YouTube channel and manuals in PDF format, to facilitate customer installation.
What maintenance do the machines require?
With the assembly instructions come some maintenance recommendations to keep your machines as good as the first day:
Try to keep the equipment clean, free of dirt and dust, especially the guides and wheels. Metal parts must be lubricated periodically. The springs must be changed every 2 years, depending on the use of the machine this time may be shortened.
What product can I lubricate the parts with?
The best product to lubricate wheels, guides and any metal part is a light silicone oil spray.
What product should I clean the upholstery with?
After each use, it is advisable to clean the machine with water and a microfiber cloth. For stains that cannot be cleaned with water, use a small measure of neutral liquid or powder detergent, diluted in two liters of water. Be sure to dry it well.
How can I choose between a wood or aluminum reformer?
Often, the decision is not only reduced to the aesthetics that you want to give to your space. You must think about the properties of each material even if the functionality of the equipment is the same and the same exercises can be performed with the same result.
Aluminum is a lighter and more resistant to corrosion material and many of them can be stacked or placed vertically.
On the other hand, wood is a warmer, more pleasant and stable material.
You should also think about whether your space has a lot of humidity, the use you are going to give it and the space you have for your machines.
If you still have any questions, you can talk to our sales staff.
What is the difference between HLs?
The only difference between the HL1, HL2, HL3 and HL4 reformers is the height of the leg. Therefore, the height of the bed is: 22, 27, 42 and 62 respectively.
What is the difference between a reformer and a Fisio reformer?
In the case of the reformers that have the same model in Fisio, the difference is the height of the leg, for example, between the Master Instructor and the Master Instructor Fisio at a technical level they would be the same, the difference that exists would be the height.
Can I add any color to the upholstery?
Our products are available in two standard colors, black and gray, plus six other colors available on demand, including green, blue, red, ivory, ocean blue and mocha. These changes do not entail any extra cost.
If you are interested in other colors, do not hesitate to consult with our team.
Is there a discount for volume purchases?
Of course! We offer discounts for purchase volume and the higher the volume, the greater the discount. We not only consider the volume of a specific order, but also maintain or even increase it for future purchases, taking into account your previous purchases when calculating discounts.
How should I proceed if I have an incident?
You can contact our technical service team by email or phone call and they will tell you how to proceed.