FAQs

Frequently Asked Questions (FAQs)

Find quick answers to the most common questions about orders, shipping, returns, refunds, and Pilates equipment support at 1GKU.

1. How can I track my order?

Once your order has been shipped, you will receive an email with your tracking number. You can use this number to track your package through the carrier’s website or the tracking link provided in your confirmation email.

2. What should I do if I receive a defective or damaged item?

We apologize for the inconvenience. Please contact our support team at support@1gku.com and include the following:

• Your order number
• Photos or videos of the defect or damage

Our team will assist you promptly to resolve the issue.

3. Can I cancel my order after it has been placed?

Once an order has been processed, it cannot be canceled. However, you may return the item after receiving it by following the guidelines in our Return & Refund Policy.

4. How do I initiate a return or exchange?

Please visit our Return & Refund Policy page and follow the steps provided. To qualify for a return or exchange, your item must be:

• In its original condition
• Unused
• In original packaging
• With all tags attached

Following these requirements ensures a smooth and successful return process.

5. What payment methods do you accept for refunds?

Refunds are issued using the same payment method used during your original purchase. Please allow several business days for the refund to appear in your account, depending on your bank or card provider.

6. Do you offer international shipping?

Yes, 1GKU ships worldwide using trusted express and freight carriers. Shipping times vary by region. For detailed delivery estimates, please refer to our Shipping Policy.

7. How long does shipping take?

General shipping timelines:

• Accessories: Usually delivered within 5–10 business days.
• Pilates Equipment (Reformers, Towers, Cadillacs, Chairs): U.S. deliveries typically arrive within 7–10 business days from our U.S. warehouse. International delivery times vary by region.

For full details, see our Shipping Policy.

8. Do you offer warranty coverage?

Yes. All 1GKU Pilates equipment includes:

• 2-year warranty on reformer frames
• 1-year warranty on springs, straps, wheels, and accessories

More details can be found in our Warranty Policy.

9. How can I contact customer support?

You can reach our customer service team at:
Email: support@1gku.com
Phone: +1 (281) 451 9576

We typically respond within 24 hours during business days.

Still need help?

If you didn’t find the answer you were looking for, feel free to contact us anytime. Our team is here to assist you with anything related to your order or Pilates equipment.