WHAT'S INCLUDED WITH MY WILLOW REFORMER?

Your Willow Reformer, a padded box, a jumpboard, a platform extender, and free lifetime access to the 'Toned In 20 Days' Guided Willow Reformer Program. That is everything you need to start, so there is nothing else to buy.

WHAT SPRINGS COME WITH THE REFORMER, AND WHAT ARE THE RESISTANCE LEVELS?

Six commercial springs: two heavy (red), two medium (green), and two light (yellow). You mix them to set your resistance, so the same machine works for your very first session and for the day you want it to feel hard.

WHAT ARE THE DIMENSIONS OF THE REFORMER?

Unfolded, it is 7 ft 9 in long by 2 ft 2 in wide by 26 to 29 in high (the legs are adjustable). Folded and stored upright, it comes down to about 2 ft 2 in by 1 ft 10 in footprint and 4 ft 4 in tall.

HOW MUCH DOES THE REFORMER WEIGH?

163 lbs. That weight is the solid oak frame and commercial hardware, and it is what keeps the carriage steady under you instead of shifting mid-movement.

IS THERE A WEIGHT OR HEIGHT LIMIT?

The Willow supports up to 300 lbs, and users up to 6 ft 4 in.

WILL THIS WORK FOR A COMPLETE BEGINNER?

Yes. The 20-Day Guided Program starts at day one and assumes you have never touched a reformer before. Begin on the light springs, learn the movement, and add resistance when you are ready.

IS THE WILLOW REFORMER COMPARABLE TO WHAT I USE IN THE STUDIO?

It is built to studio specification rather than to a home fitness price point: a solid oak frame, six commercial springs, a smooth quiet carriage, and the full reformer movement vocabulary. Complete beginners and certified instructors both train on it.

WHAT IS THE 20-DAY GUIDED PROGRAM? IS IT INCLUDED?

It is a 20 day guided course that takes you from your first session to a real routine, and it is included free with every reformer. Your access never expires. Once your order is placed, sign in at willowpilates.com/account with the email you used at checkout and open it from your account.

HOW MUCH ASSEMBLY IS REQUIRED?

Almost none. Your Willow arrives 85% assembled. Unbox it, unfold it, and you are ready in a few minutes with no tools required.

HOW DO I CARE FOR AND MAINTAIN MY REFORMER?

Wipe it down with a standard household cleaner and a rag. There is no lubrication to keep up with and no maintenance schedule to follow.

IS THE WILLOW REFORMER SAFE FOR BACK PAIN, JOINT ISSUES, OR INJURY RECOVERY?

Yes. Reformer Pilates is low impact and spring assisted, which means the springs carry part of your body weight and you control the range and the speed of every movement.

WHERE IN MY HOUSE SHOULD I PUT IT?

Anywhere you have roughly 8 ft 6 in by 3 ft 6 in of clear floor, which is the machine plus room to extend your arms and legs. Living rooms, bedrooms, and spare corners all work. When you are done it folds to about 2 ft 2 in by 1 ft 10 in and stores standing upright or lying flat, whichever suits your space, behind a couch or in a closet.

CAN ONE PERSON FOLD AND MOVE IT?

Yes. One person can fold the Willow and move it on her own, as long as she is on a flat surface.

DO I NEED ANY ADDITIONAL EQUIPMENT TO GET STARTED?

No. Everything you need is in the box, and the 20-Day Guided Program uses only the reformer and the accessories that come with it.

HOW LONG WILL IT TAKE TO RECEIVE MY REFORMER?

Freight delivery takes 10 to 12 business days. You get a tracking number the day your reformer ships, and it travels in a protective wood crate with a signature required on delivery, so it is never left unattended.

HOW MUCH DOES SHIPPING COST?

Nothing. US shipping is free, which is a $300 value on a freight item this size.

WHAT'S THE DIFFERENCE BETWEEN THE STANDARD WARRANTY AND THE LIFETIME WARRANTY UPGRADE?

Every reformer comes with the Willow Limited Warranty free: 2 years on the frame, 1 year on the mechanism, 1 year on springs, straps and ropes, and 6 months on upholstery. For $199 at checkout you can upgrade to the Limited Lifetime Warranty, which covers the frame for as long as you own the reformer and extends the mechanism to 5 years, springs, straps and ropes to 3 years, and upholstery to 1 year. The upgrade also transfers once to a new owner. It has to be added at the time you order your reformer. Full terms are on our Limited Lifetime Warranty page.

CAN I SHIP MY ORDER TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?

Yes. Just enter the delivery address you want at checkout.

CAN I DELAY OR SCHEDULE MY DELIVERY FOR A SPECIFIC DATE?

Yes. The freight carrier contacts you to arrange a delivery window that works for you. If you need us to hold your order for a while, email support@willowpilates.com and we will take care of it.

CAN I USE MY HSA OR FSA CARD TO PAY?

Yes. FSA and HSA funds are pre-tax dollars you can put toward qualifying health purchases, which is often an effective 20 to 30% saving. Choose the HSA/FSA option at checkout and you can check your eligibility in seconds.

IS FINANCING AVAILABLE, AND IS IT REALLY INTEREST-FREE?

Yes. Shop Pay splits your purchase into 6 interest free installments, or you can pay from $97 a month. Select Shop Pay at checkout.

CAN I CHANGE OR CANCEL MY ORDER AFTER PLACING IT?

Yes. Email support@willowpilates.com with your order number and we will sort it out. You also have a full 60 days from delivery to cancel or return for a refund, so there is no window to race against.

HOW DO I RETURN A WILLOW REFORMER?

Email support@willowpilates.com with your order number within 60 days of delivery and we will arrange the collection. We pay the return shipping.

WHAT IS THE PROCEDURE FOR RETURNS?

Email us with your order number, we arrange the collection, and we cover the return freight. One thing worth knowing before your reformer arrives: keep the original crate. We need it to move the reformer safely, and it is required for us to cover the return shipping. Once your reformer is back with us and inspected, your refund goes to your original payment method within 10 days. If it arrives damaged, send photos to support@willowpilates.com within 10 days of delivery and we will replace it or refund you at no cost to you.

WHAT IS THE CANCELLATION TIMEFRAME?

You have 60 days from delivery. Cancel or return any time inside that window for a full refund, with the return shipping on us and the original crate kept.