Shipping, Handling, and Pick Up
Shipping and Handling
Orders are shipped on business days only. Business days are Monday-Friday, excluding federal holidays within the United States. The total shipping costs for your order is a reflection of the total value of your order. Please call a Customer Service Representative at 1-215-222-1225 if you have any questions.
Shipping prices are calculated by weight, size and quantity and will vary between destinations. Shipments are sent via our chosen carriers whenever possible and unless otherwise requested. Please feel free to contact us at firstname.lastname@example.org with questions or special requests regarding shipping services/standards.
Special Delivery Services
For an additional charge, white glove service provides special handling for your high value, sensitive shipments, and is flexible enough to handle oversized deliveries.
- White Glove – Delivery to room of choice (additional charges apply for stairs), unpack and trash removal of packaging materials. Customer will be responsible for assembly.
- Threshold – Delivery inside the main entrance of the residence or business. Customer will be responsible for unpacking, installation/assembly of equipment and disposal of packaging materials.
- Standard (Curbside Delivery) – Delivery to the first dry area outside the residence or business. Driver will remove the box/boxes. Customer is responsible for bringing equipment into your residence or business, unpacking, installation/assembly of equipment and disposal of packaging materials.
The shippers are NOT licensed Pilates technicians, they are not qualified to assemble your new Gratz apparatus.
Unless specified all domestic freight quoted is for standard “Curbside” delivery. Once your shipment is in transit, your delivery method or destination cannot be easily changed. If changes are possible, additional shipping charges may apply.
Service Levels for International Freight Shipments:
Our standard quote for international freight shipments is to the nearest International Airport via Air Freight.
Door to door delivery (Incoterm: DAP) may be available for your order at an additional charge. Please email us or include in the “Notes” section when placing a Request for an Estimate/Order through our website if you would like to receive a DAP quote via Air Freight or would like to receive an Ocean Freight Shipping Rate.
CUSTOMS AND IMPORT CHARGES
Any order shipped to a destination outside of the United States may be subject to import taxes or duties. Duties and taxes are determined by the customs agency within the destination country. Payment of any duties and taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. More information can be obtained by contacting your local customs office.
Gratz only charges the merchandise and shipping to your credit card.
When your order leaves our facility we will provide you with a tracking number via e-mail as soon as possible which you can use to track your order.
PICK UP ORDER FROM GRATZ WAREHOUSE
An administrative fee is placed on all pick up charges. Also, Philadelphia requires we charge an 8% tax on orders pick up from our warehouse.
DEMO EQUIPMENT / ACCESSORIES
The DEMO equipment will be used during the event and pick up would be a designated time and is usually on the last day of the event. Pick up is usually directly from the Event site and is the sole responsibility of the person who purchased to make all arrangements to independently pick up the equipment at the designated time that will be provided by the host of the event.
TRACKING YOUR ORDER
At our warehouse, tracking numbers are assigned to packages almost immediately and generally appear on our website along with your order information. However, it may take up to 48 hours or longer before the package is checked into the carrier's tracking system. That means even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours or more. Orders placed on www.pilates-gratz.com may be delivered by one of several different carriers and shipping methods. Therefore, tracking availability may vary depending on the type of item you purchased, the shipping method you selected during Checkout, and the carrier that is delivering your item(s).