Home&Studio Package

　　Our Shipping Policy applies to all products on our website and all orders placed on our website. It was created to protect our customers and our business and to make your buying experience as easy and convenient as possible.

　　Please read all our policies carefully and make yourself familiar with them.

　　By placing an order on our website you acknowledge that you have read, understood, and agreed with our Shipping & Returns Policy, Terms of Service, and Privacy Policy.

　　1.Order Confirm

　　Immediately after your order is placed, we will send you an order confirmation email with a summary of your order and estimated delivery time.

　　It is a customer's responsibility to review the order confirmation email carefully and ensure the products, sizes, colors, and other options chosen are correct.

　　2.Order Processing

　　Once your order is confirmed, your items will be prepared for shipping. Order  take 1-2 business days to be processed.Deadline for daily orders: 5 PM (working day).

　　We offer completely FREE shipping on ALL our products!

　　Special statement:

　　If your Pilates needs to change delivery addresses in transit, you will be responsible for the new shipping costs.

　　3.Track Your Order

　　Once your order is shipped, you will receive a Shipping Confirmation email with details about the items in the package as well as a tracking number and a link to the shipping company website. To track your package, simply click onto the link provided. You can also track the status of your shipment.

　　Please note that sometimes it takes the shipping company some time to update the status of the shipment and your tracking link may not work immediately. In the event of any unsuccessful delivery, you will also be notified by e-mail.

　　Please feel free to contact us if you do not receive the tracking information.

　　4.Deliveries

　　All orders that are shipped via freight carriers require the customer to schedule a delivery appointment.

　　Once your package arrives at your local station, the freight carrier will call the phone number provided with the order to schedule a delivery appointment.

　　It is the customer’s responsibility to schedule the delivery appointment with the carrier.

　　The carrier will provide their available slots for delivery and you can choose an available date and time. The carrier generally schedules one delivery attempt and if you are not present at the appointed time, redelivery fees may apply.

　　We highly recommend that you keep track of your delivery and be proactive by calling the carrier to schedule the delivery appointment.

　　Delivery appointments are not a guarantee and are subject to change by the carrier due to different reasons.

　　We understand this is an inconvenient situation, however, cancellations due to this reason are not acceptable. Freight delays and package losses can happen with any freight carrier from any company across any state and unfortunately, our company doesn’t have control over it.

　　You agree to allow the freight company to rectify the issue and deliver your package when possible.

　　If you wish to cancel the order due to freight delay/losses/issues without giving the freight carrier time to rectify the issue and deliver your package, it will be considered a regular cancellation request and you will be responsible for the shipping costs and paying restocking fees.

　　An adult over the age of 18 must be present at the time of delivery to receive the shipment and sign the Bill of Lading.

　　5.How to Receive a Freight Shipment - VERY IMPORTANT

　　All orders placed on our website are subject to our shipping & receiving guidelines. Those guidelines can be found on this page, and will also be emailed to you once your order has shipped.

　　Please read this carefully. If you do not report product damage according to the proper protocol you waive your liability to file shipping insurance claims and our company will not be responsible for damages or filing concealed damage.

　　If your product is damaged in transit, as long as you follow our receiving instructions we will be able to send out the replacement parts immediately.

　　Here's how to properly receive your shipment:

　　(1)BOX COUNT

　　Inspect all boxes and make sure you have the exact number of boxes included with this order. Check the bill of lading from the delivery company to make sure you have all your boxes. Report any missing boxes to the driver and NOTE THAT ON THE BILL OF LADING. Get it in writing!

　　(2)CHECK FOR DAMAGE

　　Next, inspect all the boxes for anything that looks like damage. For a punctured or smashed box, open it and make sure that there is no damage. In the event of damage, you must report it to the driver and NOTE THAT ON THE BILL OF LADING. If you do not note the damage on the bill of lading you are confirming that you received the goods in a new condition and you release our company and the shipping company from any liability on the shipment.

　　To be clear – if you sign the bill of lading without notes, you cannot claim damage afterward. Our company is not responsible for shipping damage discovered after signing the bill of lading without notes. It will be the customer’s responsibility to pay for any replacement parts. Manufacturer defects are not the same as concealed damage and will be covered under the product(s) warranty.

　　OUR COMPANY IS NOT RESPONSIBLE FOR CONCEALED DAMAGE AS A RESULT OF NOT INSPECTING THE ORDER DURING DELIVERY.

　　Please, for the sanity of all parties involved, follow our shipping receiving instructions to ensure the smooth delivery of your products.

　　If you find any damage when inspecting the package(s):

　　（1）Note the damage to the driver and make sure you have it in writing on the Bill of Lading and delivery paperwork. Take clear pictures/video of all boxes, the damage, and the Bill of Lading, and email it to us.

　　（2）Call us immediately, we will make sure your replacement pieces will ship as soon as possible.

　　（3）DO NOT accept the damaged box, send it back with the driver. Please keep the boxes which are in good condition.

　　（4）Any damage must be reported within five calendar days of the delivery date, due to carrier insurance regulations and rules. Any damage report outside of this time frame is subjected to refusal.

　　（5）If the damage is cosmetic only, we reserve the right to repair the product/part as new with a new part or professional assistance.

　　For more information, please see the Damages section of the Refund Policy（https://cunruope.com/pages/returns-refunds）.

　　6.Device installation:

　　We are temporarily unable to provide installation services. You need to do the assembly yourself.

　　Part of our equipment has been pre-assembled, and you can assemble it according to the installation instructions.

　　A. Pilates Accessories Estimated Shipping Time:

　　B. Pilates Freight Orders:：2-8 Weeks (Curbside Delivery)

　　（1）Shipping from CA warehouse: 1-3 weeks

　　Pilates equipment in stock (Update time: Nov 29):

　　Pilates inventory is about to be sold out, and the next batch of stock will be arranged.

　　Warehouse is located in CA. Estimated delivery time is 1-3 weeks.

　　Please note: Certain colors may be out of stock, stock is rapidly disappearing.

　　（2）Factory Shipping: 5-8 weeks

　　What is curbside delivery？

　　Standard delivery for Pilates equipment is curbside.

　　Update on May 12, 2023:
To improve the delivery experience, we re-signed new truck companies. We are responsible for putting Pilates equipment on the curb.

　　Curbside delivery means your package will be dropped off at the curb. You will most likely need additional assistance to get the package inside your residence.

　　Backorders:

　　From time to time, a product may run out of stock at our warehouse and the website wasn't updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in getting a product sooner.

　　The expected arrival time may change due to unforeseen circumstances like a shipment getting held up at the port upon arrival or the factory missing a certain part needed to complete the manufacturing process.

　　If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different product, or cancel the order altogether.

　　Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days.

　　*Local holidays in origin countries that may cause a delay in shipping are not considered business days.

　　Order Tracking

　　>>>Track Your Order<<<

　　Click the link to enter your order number to get the latest tracking information.

　　Please allow twenty-four hours for your order to be processed and for the status to be updated.

　　Upon receipt of your order please inspect your shipment carefully. If you notice considerable damage to the box or contents please refuse the item and the freight company will return the products to us. If you notice slight damage or missing items please have the driver note this on the freight bill. This will make it much easier to make a freight claim if you notice any “concealed damage” after signing for the item.

　　Please know that our teams are working as quickly–and safely–as possible to fulfill orders.

　　Please contact us prior to placing your order about current shipping times for the equipment you are interested in. Please email the product information to our Fulfillment Department at support@cunruope.com for further assistance.

　　If you are not 100% satisfied with the items you received, we gladly accept the return&exchange within 30 days of receipt.

　　Returns

　　All returns must be unused and shipped back in the original packaging to the warehouse address from which the order was shipped. To initiate a return, send an email to us at support@cunruope.com so that we can provide you with a Return Authorization Number which is to be noted on the outside of the package. The Return Authorization Number allows our warehouse to identify your return when it arrives and helps us credit you properly. Returns sent back without the Return Authorization Number noted on them could be missed or not received.(You need to contact the courier company yourself to return the device to the warehouse.) Upon inspection of the return, you will receive a full refund of product cost minus our outbound shipping costs via the payment method that was originally used (i.e. Credit Card, PayPal, etc.).

　　Return address:

　　4980 Eucalyptus Ave, Chino, CA 91710

　　▲support@cunruope.com

　　You can also track the package online（>>>Track Your Order<<<）, then you will know when the package delivered to us.

　　Shipping Damage or Error

　　At Cunruope.com, we strive to ship orders quickly and with precision so that our customers receive the correct product(s) in the expected amount of time. We work diligently to make sure that our catalog contains quality products that do not damage easily during transit and we work closely with our warehouses to make sure that products are packed & packaged properly. Damages and shipping errors are rare but when they do occur, proper procedure in identifying the damage to the shipping carrier is very important. 

　　If you find any damage when inspecting the package(s):

　　1. Note the damage to the driver and make sure you have it in writing on the Bill of Lading and delivery paperwork. Take clear pictures/video of all boxes, the damage, and the Bill of Lading, and email it to us.

　　2. Call us immediately Or Send an email message now (support@cunruope.com), and we will make sure your replacement pieces will ship as soon as possible.

　　3. DO NOT accept the damaged box, send it back with the driver. Please keep the boxes which are in good condition.

　　4. Any damage must be reported within five calendar days of the delivery date, due to carrier insurance regulations and rules. Any damage report outside of this time frame is subjected to refusal.

　　5. If the damage is cosmetic only, we reserve the right to repair the product/part as new with a new part or professional assistance.

　　If we process an insurance claim for damage with the carrier/manufacturer, we will be able to process refunds/replacements without waiting for the claim decision (which can take some time).

　　When processing an insurance claim for damage, you agree to hold onto the damaged item(s) and the original box/carton the item(s) came in until the claim is closed with a final decision.

　　Refusal to warehouse the damaged item(s) and the original box/carton, means that we won’t be able to process the insurance claim and/or process refunds/replacements.

　　This is a required procedure with all shipping carriers when processing insurance claims.

　　Cancelling your Order

　　All of our Pilates equipment is handmade.Please keep in mind that once your order has started, it cannot be cancelled. If you refuse a delivery, the round-trip shipping costs will be deducted from your refund. If you need to cancel your order, please contact us at support@cunruope.com as soon as possible so that our customer service team can determine if your order can be cancelled.

　　Please be informed that a management, processing,round trip cost and transaction fee will be applied for the cancellation.

　　Refunds

　　Once we have received the returned item(s), our customer service will apply the refund in 5 business days and will be made in the original method of payment.

　　It normally takes 1-15 business days for the refund to appear on your bank account or credit card. Or 1-3 business days in PayPal (normally in 48 hours ), that depends on the original way you used.

　　How to exchange the order?

　　You can make a new order first, and when we get the return, we will apply  refund of the items you returned.

　　Can I have a full refund for the return?

　　We will offer refund of the items you returned. The original shipping fee are non-refundable. Please note that the customer is responsible for the return shipping fee. Exception is when we send wrong deffective product.We will not charge any restocking fee for return.

　　Can I apply for refund if the products damaged on arrival?

　　Yes, you can contact our customer service with pictures showing damage detail. If the damage is due to shipping, we will refund products cost in order not including discount as well as shipping cost.

　　How can i get refund if the order shipped?

　　We suggest you waiting for the order delivery. If you still want to refund, you can go return process above.

　　For other scenario, you can contact us for inquiry.

　　TAG:We hate scam buyers, please stay away, the transaction fee will be deducted.

　　Additional Information

　　Please refer to our FAQ for additional information. If you have any further questions about our returns/cancellation policy, feel free to contact us at support@cunruope.com or use our Contact Us page.