Current lead time for new orders: 

• Under 3 months for all apparatus: Reformers, Cadillacs, Towers, Chairs, Barrels, and Mats 
  
• 30 days or less for most Parts and Accessories   
  

All Gratz equipment is made to order, even if you select colors such as black. Each piece is custom-built to your specifications and undergoes the same production timeline.

Orders ship once all items in the order are ready. 

We have ambition to shorten lead times further, but this is what we can commit to this time. We will notify the community as lead times come down via our Lead Times page, across the website, and via email.  

Note - Lead times do not include shipping time as this varies by location and shipping method selected. 

All upholstered apparatus is custom-built for each customer. This combined with overwhelming demand outstripped our manufacturing capability.  

However, due to significant investments, lead times are coming down! We will keep the community updated as lead times continue to decrease via our new Lead Times page. 

Out of respect and fairness to all our customers we process orders in the order they are received. 

If you have a hard deadline or narrow window for accepting delivery, please advise our customer care team when they email you to finalize your order (after you’ve submitted your order online).  

We cannot guarantee a certain date upon submission of your order, but we are happy to work with you to try to hit a specific date within our lead times. When our customer care team emails you to finalize your order after you’ve placed it via the website, let them know your unique needs.

Placing your order through www.gratzpilates.com is the faster way to get a shipping quote. A team member will contact you via email to provide a shipping quote and collect payment 5 - 7 business days after you place your order.  

Ordering through the website is the fastest way to get a shipping quote and finalize your order. When you place an order through the website that order goes directly to our sales team. They will reach out to you within 5 - 7 business days to confirm all the details, provide a shipping quote, and confirm lead times with you. Placing your order through the website produces a quote faster because all your order details are in our system.  

Occasionally emails will go to your spam folder. So if you don’t hear from us after 7 days please check your spam folder, or send us another email. 

We apologize if your order is not received as expected. Contact us at customercare@gratzpilates.com regarding the error and we’ll work to rectify the issue ASAP. Please include your order number, detailed description of the error, and pictures of the item if available.

Yes. Orders ship once all items in the order are manufactured and ready to ship out. So, if you need a Cadillac (6 month lead time) and a Mini Barrel (2-3 month lead time) and you want each as quickly as possible, it is better to place separate orders so you get the Mini Barrel in 2 – 3 months, rather than when the Cadillac is ready in 6 months. The same is true for parts and accessories.

If you forgot a part or accessory when placing an order, you should simply place a new order for these additional items. This will get the item to you as fast as possible, and not delay your current order. 

If you forgot a larger apparatus, you should contact customercare@gratzpilates.com with your order details and what you need to add. They will assist in updating your order.  

Your shipping options differ depending on whether the order is domestic within the USA or international and the shipping service you want. Curbside, Threshold, White Glove are available in the USA. Air Freight, Air Freight Threshold and Ocean Freight are available internationally.

Pick up onsite from Gratz Pilates Factory:

Available upon request. The Gratz Pilates team member who finalizes your order with you can provide the invoice for the $250 cost for On-site Pick up. In addition, an 8% tax is required by the city of Philadelphia on all on-site pick-up orders. Note, this does not shorten the manufacturing time for your order.

You can read more about all your options here.  

Upon receiving your Estimate Request through the website, the Gratz team will provide the following quotes by default: 

Domestic – Curbside (standard) shipping 

International – Air Freight to nearest airport 

If you would like to choose a different shipping method you can select this via the drop down menu during checkout for the Estimate Request. 

Learn more about our shipping options here.   

Gratz Pilates proudly ships worldwide, ensuring our equipment reaches studios and practitioners across the globe. However, due to shipping restrictions we are unable to deliver to all locations. We ship everywhere except the locations listed below. 

If your desired shipping destination is listed below, please contact us and we will help you find the nearest available shipping location. 

Gratz ships everywhere except these countries and territories 

• Afghanistan 
• Belarus 
• Crimea 
• Donetsk 
• Burma/ Myanmur 
• Central African Republic 
• Cuba 
• Democratic of the Congo  
• Eritrea 
• Haiti 
• Kherson 
• Luhansk 
• Iran 
• Iraq 
• North Korea 
• Russia 
• Somalia 
• South Sudan 
• Sudan 
• Syria 
• Venezuela  
• Zaporizhzhia 

Taxes and Duties 

As a reminder, any order shipped to a destination outside of the United States are likely 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 is entirely separate from your Gratz Pilates order. These fees are collected by the local customs agency at the time of delivery. More information can be obtained by contacting your local customs office. 

Your order will ship when all parts of your order are ready to ship. So, if you ordered Parts & Accessories and a Reformer, the order would ship when the Reformer is completed (lead-time 6 months). 

If you need various pieces ASAP and they have different lead times you should place separate orders.  

1. Photograph any damaged boxes before opening.
This is essential for possible insurance claims. 

2. Avoid sharp blades! 

Knives and box cutters can slice mats, reformers, and other apparatus. Instead, gently remove our paper tape using a house key or pen.

3. Unwrap carefully. 

Take your time with each component—don’t rush the unboxing. Handle with care to ensure nothing gets damaged or lost. 

4. Look for small parts wrapped in paper. 

Parts and hardware can be easy to miss and are often discarded by mistake. 

We’re excited for you to enjoy your new Gratz equipment and to be part of bringing the joy of classical Pilates to the world. If you have any other questions regarding unpacking, please email customercare@gratzpilates.com.

Each Gratz apparatus is built and tested before it ships from our factory. After a full quality check, we carefully take apart certain parts such as the Cadillac canopy, to ensure everything ships more securely and with less risk of damage. 

When your order arrives, here’s what you can expect for setup: 

No Assembly Needed 

• Mini Barrel 

• Spine Corrector 

• Pilates Mats 

• Small Arm Chair 

• Most Small Accessories and Small Parts 

Minor Adjustments Needed

Push Up Devices

Push Up Devices can become misaligned during transit.  

Realign them in three easy steps: 
1) Loosen the nuts on each side of the handle with a wrench
2) Put the device on the floor, align the device base, and stand on it to keep the device in place
3) Tighten the nuts on the side of the handle

Least Assembly Needed 

Assembly can take between 10-15 minutes; hand tools may be needed. 

Reformer 

• Reformer Assembly Guide 

Ladder Barrel 

• Ladder Barrel Assembly Guide 

Pedi Pole 

• Pedi Pole Assembly Guide 

Wunda Chair 

• Wunda Chair Assembly Guide 

Combination Electric / Wunda Chair 

• Combination Electric / Wunda Chair Assembly Guide 

Electric Chair 

Most Assembly Needed 

Pilates Cadillacs 

• Require assembly with hand tools; typically, under 1 hour, a power screwdriver can help 
• Cadillac Assembly Guide 
• Instant Full Cadillac Conversion Assembly Guide 
• Instant Half Cadillac Conversion Assembly Guide 

Guillotines 

• Due to the size and weight of the Guillotine Tower, Gratz strongly recommends hiring a professional contractor for the assembly. If you choose to assemble it yourself, please ensure 2-4 people are available to complete the setup safely. 

Studio Wall Unit 

• Due to the unique nature of the Studio Wall Unit, Gratz strongly recommends hiring a professional contractor to review your space before installation. 
• Studio Wall Unit Assembly Guide 

Most Gratz equipment requires little or no re-assembly, and setup is designed to be straightforward. If you have further questions, reach out to customercare@gratzpilates.com.  

Due to the size and weight of various apparatuses, the shipping costs vary greatly based on shipping location and require a customized quote from the delivery company. When you place an Estimate Request on the website a Gratz team member will follow up via email with a shipping quote in 5 business days. 

Wire transfers are Gratz Pilates' preferred method of payment. Wire instructions can be found here. For any questions don’t hesitate to reach out to our customer care team. 

Yes, credit card payments are accepted. 

For smaller Parts and Accessories orders that are shipping domestically or to the UK you will pay as part of your order checkout.    

For all other orders you can pay by credit card, but payment will not be requested until your Estimate Request is submitted and you approve the shipping estimate emailed to you by the Gratz team. Once approved, the team will send you a secure payment link.  

Gratz now accepts Apple and Google Pay, Affirm in addition to credit cards, wire transfers, and HSA/FSA cards.

How do I clean the upholstery on my apparatus? 

A 1:10 solution (1 part household liquid dish soap and 10 parts water) is the ideal upholstery cleaner, effective and gentle. Spray, wipe, and dry upholstery thoroughly after each use.  

Upholstery should not be saturated or soaked. Do not use Tea Tree, Peppermint, or similar on upholstery as this will dry out the upholstery and cause it to crack and split. 

Find more tips here for cleaning wheels, tracks, springs, and more. 

Like any furniture or upholstered items, it is best to keep exposure to direct sunlight, aerosols of any type (cleaners or personal products), and sunscreens to a minimum. It is also a good idea to keep zippers, metal accents on clothing, and anything sharp away from upholstery. 

We recommend making your students aware of these “no-no’s”, especially sunscreens, so they can be part of the solution. 

Darker upholstery colors look great, showing less wear and tear for longer. 

Lighter color upholstery like Bone, Adobe White, and Alabaster shows natural irregularities and variability in texture and color.  

Yes, apparatus can be reupholstered or upholstered piece can be replaced. There are a few ways to approach depending on your exact needs, timing, and budget. Contact customercare@gratzpilates.com with information about your specific needs and we’ll help you figure out the best route for your circumstances.

If your Gratz Reformer wheels are squeaking or grinding, it's likely time for cleaning and lubrication. Hair, dust, and debris can accumulate over time, especially since grease tends to attract dirt. Regular maintenance helps prevent buildup and ensures a smooth, quiet ride. 

We recommend servicing the wheels every three months or sooner if the carriage begins to feel rough or makes any uncommon noise. Using a pipe brush, dip and apply white lithium grease to the inner center of the wheel. Avoid applying grease directly onto the screw, as this can create "blind spots" and lead to inconsistent performance. 

Note: Avoid getting white lithium grease on the wheel surface or tracks. The white lithium grease is sticky and can be difficult to remove if it gets on the upholstery. 

Proper care and attention to your reformer wheels will ensure optimal performance and prevent unnecessary wear over time.  

For a visual walkthrough of the process, watch here. If you have any questions, please contact our team. 

Sometimes there is "mill scale", powdered iron, which is created as a biproduct of the spring manufacturing process. Luckily, it should be easy to remove. Below are our recommended Spring cleaning instructions:

Remove the springs from your apparatus before cleaning.

Gently wipe down each spring using a 3M Scotch-Brite #07445 White pad. This specific white pad is non-abrasive and safe for the springs—please avoid colored pads, as they can scratch the surface. Here’s a link to the recommended pad on Amazon.

After cleaning, use a clean rag lightly coated with WD-40 to wipe down each spring. This will help remove any remaining residue and offer protection against rust. Provide the answer to the question here.

We put love and care into every Gratz Pilates apparatus, and we want you to be delighted with your new purchase. If there is an issue with your order, we want to solve it, but please keep the following in mind: 

Non-upholstered Parts and Accessories can be exchanged or returned within 30 days. This includes but is not limited to Springs, Wheels, Straps, Foot Correctors, etc. 

Upholstered products are made on-demand, custom to your order and are non-refundable. Custom products are anything with upholstery as these pieces have been produced on-demand, custom-made in the color of your choice, for you. This includes but is not limited to Reformers, Cadillacs, Mats, Barrels, Chairs, etc – anything upholstered. 

Other important details relating to Exchanges and Returns: 

Upon return, your item will be inspected, and exchanges, credits, or refunds will be issued for the purchase price. Tax will be refunded in accordance with applicable law. Shipping and delivery fees are not refundable except in cases of manufacturing defects or transit damage. We reserve the right to refuse returns or exchanges of items that are not in like-new condition because of misuse or damage caused by a customer. Please keep in mind that apparatus is vulnerable to damage during shipping. For this reason, it’s important that you keep and use the original packaging materials for any items you wish to return. 

Please include your full name and order number in your email to Customer Care: Start a return 

You can cancel non-upholstered Parts and Accessories orders within 24 hours. 

You can cancel Custom orders free of charge any time before production begins (in accordance with published lead-times). If your order is already in production, you will be refunded the amount invoiced minus 25% restocking fee. 

To cancel an order contact customer care with your order number and a note on why you want to cancel your order. 

You can change non-upholstered Parts and Accessories orders within 24 hours. 

You can change Custom orders including custom-made upholstery free of charge before it goes into product (production schedule is based on published lead-times). Changing your order may delay your shipping date.  

If you change an upholstered custom-made item when it is already in production (i.e. upholstery color), you will incur a 25% restocking fee for the custom item. 

When you choose Gratz Pilates, you’re investing in equipment designed to last, elevate your practice, and support your studio for years to come. 

At Gratz, we’re committed to transparency and fairness in all aspects of our business, including pricing. Our prices reflect the craftsmanship, materials, and precision that go into every piece of equipment, as well as our commitment to providing the highest-quality Pilates apparatus available. 

To ensure our pricing aligns with the value we provide and the costs of maintaining quality standards, we periodically review and adjust pricing when necessary. This allows us to sustain and grow our business in a way that continues to support our customers now and into the future. 

Whenever a price change is planned for a product, we will clearly post a 30-day advance notice on the product page. This gives time to plan and make informed decisions. 

We understand that investing in Pilates equipment is a thoughtful decision. Our goal is to make that process as clear and stress-free as possible, while continuing to deliver the trusted quality Gratz is known for. 

No, Gratz Pilates does not offer bulk order discounts.  

Gratz Pilates is the original and best Pilates manufacturer, producing each individual apparatus custom, and with much skill and hand work for woodworking, finishing, welding and assembly.  

You can feel the Gratz difference in quality and durability as we build Pilates apparatus to Joseph Pilates’ specifications and to last a lifetime. 

Currently, financing is not available. However, if your order is over $5,000, you may request to only pay half at the time your order is placed. The second payment is due 45 days after your first payment is made or when your order is ready to ship.

For Small Parts and Accessories, to use your HSA or FSA debit card, add products to your cart as usual. At checkout, select “Flex | Pay with HSA/FSA” as your payment option, enter your HSA or FSA debit card, and complete your checkout as usual.

If you don’t have your HSA or FSA card handy, still select “Flex | Pay with HSA/FSA” as your payment method. Enter your credit card information and Flex will email you an itemized receipt to submit for reimbursement.

 HSA/FSA cards are debit cards, and the most common reason for declines is insufficient funds. Reach out to your HSA/FSA administrator to confirm your balance.

We strongly recommend checking with your HSA/FSA provider to see if a purchase is eligible prior to completing the purchase. However, if you believe your claim has been wrongly denied, please send over any response from your HSA/FSA provider to us so we can share it with Flex and receive guidance on the next best steps to take. Please note that employer-sponsored FSAs can determine what products are eligible beyond the IRS’s guidelines, so it’s extremely important to check prior to purchase.

Please check your spam folder, as sometimes emails from notifications@withflex.com may be automatically filtered as spam by some email service providers. If you still can’t find it, please email support@withflex.com and let them know the email address associated with your order.