Frequently Asked Questions

 

Have a question? doubts? Browse through our Frequently Asked Questions below and you might find your answer. Question still not answer? Worry not, you can head over to our Contact Us page and let us know your query. Alternatively, you can email us at enquiry.gentlefactory@gmail.com or Whatsapp us +60 11 2876 8929. We will be happy to assist! Note that all enquiries will be reply within 24 business hours.

 

Placing an Order / Product Availability

• Do I need to create a Gentle Factory Account to make a purchase?

 We highly recommend you set up a Gentle Factory account to enjoy smooth experience in managing your orders, including saving your address details and payment information, tracking the status of your order, reviewing your order history and more!

 

• How do I place an order?

Here’s a quick and simple guideline on how to place an order:

1. Login and register an account at www.gentlefactory.store.
2. Start shopping by browsing through our equipment and you can also view more details on each product page.
3. Add your desire item(s) into your shopping bag by clicking on the ‘ADD TO CART’ button.
4. Check and review the items you have added by clicking on the ‘YOUR CART’ button. To delete an item from your cart, click on the 'remove' button next to the item.
5. Ensure order details are accurate then proceed to ‘CHECKOUT’ and follow the instructions to complete your order.
6. After order is completed and payment is made, an order number will be provided, you will also receive an email confirmation about your order details.

 

• How do I know if an item is in stock?

Under each product page, simply filter for “In Stock Only”, you will be able to browse through products that are in stock.

 Note that the item in your shopping cart does not guarantee your purchase and is not reserved until order is completed and payment is made.

If you are interested in an item which is out of stock, you may contact us via email or WhatsApp, and we will try our best to accommodate to your request.

 

• If the item I want is out of stock, can I still order it?

If the item you want is out of stock, you can contact us via email or WhatsApp. We will check on the availability of the product and inform you when it will be back in stock.

 

• How will I know that my order is successful?

After order is completed and payment is made, an order number will be provided, you will also receive an email confirmation about your order details. After order details has been verified, your order will be accepted, and the item will then be dispatched. You will receive a further email notification once your order is dispatched.

Our team will be in touch with you if we need to further verify your order details.

 

• Can I cancel or amend any of my order details after paying?

Once the order number is generated, you are unable to cancel or further amend your order details as we will be working towards fulfilling your orders as soon as possible. Gentle reminder to review all details in your cart carefully before making payment.

Note that we are unable to add or remove an item to an order or combine two orders together in the same shipment. If you need further assistance, please do not hesitate to contact us via email or WhatsApp.

 

• I don’t know which reformer to purchase, can you help?

Not sure which Reformer to go for? Worry not, we are here to assist, you can contact us via email or WhatsApp to book an online consultation or schedule an appointment to our showroom located at Shah Alam.

 

• Can I try Gentle Factory equipment first before purchasing?

Yes, kindly contact us via email or WhatsApp to book an appointment to visit our showroom in Shah Alam and we’ll be more than happy to have you experience Gentle Factory equipment!

 

• What should I do if I have issues with my purchase or receive an incorrect or faulty item?

You should immediately contact us via email or WhatsApp with the following information:

1. Customer Information:

Name

Contact Number

Email Address

2. Product Information:

Model/SKU

Purchase Date

Order Number

3. Issue Details:

Description of issue

Provide as much detail as possible and any steps you may have taken to remedy the issue

Upload any photos or files relevant to this claim

 

Customization Ideas  

• Can I custom made my Pilates equipment?

Yes! You can customize your Pilates equipment either for your home or your studio. Choose your preferred material of the equipment, Upholstery colors and you can also add your studio name or logo on the equipment.

Check out our Customize Idea here. 

 

• Can I customize my Pilates equipment outside of the customization offering?

We will try our best to cater to your personalization request. You can contact us via email or WhatsApp regarding the details.

At the meantime, you can check out our Customize Idea here. 

 

• Can I cancel or amend my custom-made order?

Any products purchased with custom size, customized material or custom configuration cannot be cancelled or amended upon confirmation.

 

• Are there additional charges for customization?

For all customization, the final charges will be calculated during checkout.

 

• I have a studio, but I am unsure how much equipment I can fit, can you help?

Yes, please visit our Customize Idea page. You can also contact us via email or WhatsApp to let us know your requirements, what equipment you are interested in, and space of your studio. We will then work from there and send you a customized plan just for your studio!

 

Payment and Instalment

• Which payment methods are accepted?

We do accept Visa and Mastercard credit/debit cards, Apple Pay, Grab Pay and FPX payment.

For other payment methods, you can scan our DuitNow QR below to pay with mobile banking or e-wallet.

You can also direct transfer to our bank account Gentle Factory PLT.

If you scan our DuitNow QR / direct transfer to our bank account, kindly email us at enquiry.gentlefactory@gmail.com your order number, along with the payment receipt.

 

• Which currency can I use to place my order?

All payments are processed in Malaysian Ringgit (MYR)

 

• Can I pay by instalment basis? KIV

Kindly refer to our payment and instalment details here for further information. (Link to “payment and instalment” page) 

 

Shipping Policy

• Can I amend my delivery address once the order has been placed?

Once the order number is generated, you are unable to amend your delivery address as we will be working towards fulfilling your orders as soon as possible.

If you need further assistance, please do not hesitate to contact us via email or WhatsApp.

 

• When will I receive my order?

Upon payment confirmation, we will start to process your Pilates equipment within 24 hours (except weekends and public holidays) and kindly expect delivery within 14 business days unless delivery date is stated in the Order Confirmation. 

 

We will inform you if there is a delay for reasons such as the occurrence of unforeseen circumstances or the delivery zone.

 

• When will I receive my custom-made order? 

Upon payment confirmation, we will start to process your Pilates equipment within 24 hours (except weekends and public holidays) and kindly expect delivery within 21 business days unless delivery date is stated in the Order Confirmation. 

 

We will inform you if there is a delay for reasons such as the occurrence of unforeseen circumstances or the delivery zone.

 

• How can I track the delivery of my order?

After your order is shipped, your order status will be changed from “In Process” to “Posted”. We will send you an email notification and update your delivery status via Whatsapp. 

 

• How much is the delivery?

Location	Assemble	Delivery Charges
West Malaysia	Yes	RM400 to RM800
West Malaysia	No	Free
East Malaysia	No assembly service	RM800 to RM1,200

 

• Will all items from my orders be shipped together?

We will ship all items together per order where possible. However, this will be dependent on stock availability.

We will inform you if some items from your order that will need to be ship separately.

 

• What if my parcel is lost?

If your order status is “delivered” but you did not receive your parcel, kindly contact us via email or WhatsApp within seven (7) days and we will assist you accordingly.

 

Please be aware that any complaints/reports submitted after the seven (7) day deadline will not be considered. Gentle Factory will not be held responsible for any financial losses.

 

• Is international shipping available?

As of right now, delivery of Gentle Factory Pilates equipment is only available within Malaysia. However, we are considering expanding our delivery services to international countries as well. So, stay tuned!

 

Assemble Policy

• Do I have to assemble my own equipment?

For deliveries within Klang Valley, we have a friendly team of installers available to deliver and fully install your Pilates equipment in your studio, gym, or home. We also offer a kerbside delivery option when we deliver your equipment on a pallet, meaning you would need to lift and assemble the equipment yourself.

For other options or locations, kindly refer to our shipping / assemble policy details here. 

 

• How much does the assembly cost?

Location	Assemble	Delivery Charges
West Malaysia	Yes	RM400 to RM800
West Malaysia	No	Free
East Malaysia	No assembly service	RM800 to RM1,200

 

 

• I'm not sure if the equipment can fit my door

We advised that you first check the measurement before purchasing any equipment. If you need further assistance, please do not hesitate to contact us via email or WhatsApp.

Note that it is customer's responsibility to ensure that the item(s) can fit the entrance of the premises. In any cases where item(s) does not fit, Gentle Factory will not be held responsible for any financial losses.

 

• There is no lift facility in my building

We must be informed prior to the delivery if there is any restricted access including the lifts, staircase, door entrance for the articulated lorries and drivers to move in the Pilates equipment. If we are not informed in advance, the courier will not be able to deliver, and you (the customer) will be liable for additional delivery charges.

Gentle Factory also reserve the right to refuse delivery if such case arises.

 

Return and Refund Policy

• Can I get change of mind exchange/ refund?

Gentle Factory strictly does not have change of mind policy as our Pilates equipment are only ordered after customer’s order confirmation. Gentle reminder to review all details in your cart carefully before making payment. You can always contact us if you need further assistance or just visit our showroom in Shah Alam to see the equipment(s).

 

• How do I return or exchange an item?

Please contact Gentle Factory Customer Service at enquiry.gentlefactory@gmail.com to initiate the return/refund process.

Check out our Return and Refund Policy details here. 

 

• Will I receive a full refund?

Gentle Factory is free to exchange the returned product or products, issue a credit toward a future purchase, or issue a refund at its option.

Check out our Return and Refund Policy details here. 

 

• What items are non-returnable?

Any products purchased with custom size, customized material or custom configuration cannot be returned or replaced.

 

Warranty, Service and Maintenance

• How long is the warranty period? 

Three Year Warranty

Offered for the frame and structural components for barrels (Ladder Barrel, Spine Corrector), chairs (Wunda Chair), wall system products (Wall Unit, Wall Tower) and Reformer gearbar and footbar mechanisms.

 

One Year Warranty

Offered for springs and mechanical components (accessories).

 

Ninety Day Warranty

The fabric or upholstery (ropes, straps, and loops) on Gentle Factory equipment will be replaced if it fails to give normal wear for 90 days after delivery. Proof of damage may be required. This does not cover wear-and-tear, stains, indentations, scratches, or defects arising from abuse or use of harsh chemical cleansers. If the identical fabric is unavailable, an equivalent will be provided.

 

• How do I keep track of the warranty?

The warranty is valid from the date of delivery stated on the Delivery Order (DO). We will keep a copy of the relevant document; you just need to verify your details with us.

 

• Who can claim the warranty?

Note that only product or products purchased directly from Gentle Factory website can claim the warranty. If you did not purchase the product or products directly from Gentle Factory, please contact the relevant third-party distributor, reseller, or retailer that you purchased from.

 

• What does this warranty cover and What does this warranty NOT cover?

Check out our Warranty, Service & Maintenance for further details.

 

• How do I request for a service?

Submit a warranty claim if you are experiencing issues with your Gentle Factory equipment. Our customer care team will respond to your claim within two business days with next steps for service or replacement parts.

Check out our Warranty, Service & Maintenance for further details. 

 

• Is there a fee for the warranty claim?

If the Pilates equipment malfunction fits the clause under warranty claim, we will rectify it FREE OF CHARGE.

Note that delivery charges of warranty claim will be borne by customer.

  

• What if the warranty on the product has expired?

If the warranty has expired and you would like to rectify any faulty or malfunction product, we will still assist you! Get in touch with us via email or Whatsapp, we will advise you accordingly.