Shipping / Assemble Policy
As of right now, delivery of Gentle Factory Pilates equipment is only available within Malaysia. However, we are considering to expand our delivery services to international countries as well. So stay tuned!
Estimated Delivery Time
Upon payment confirmation, we will start to process your customised Pilates equipment within 24 hours (except weekends and public holidays) and kindly expect delivery within 14 – 21 business days unless delivery date is stated in the Order Confirmation.
Nevertheless, there may be delays for reasons such as the occurrence of unforeseen circumstances or the delivery zone.
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.
For the purpose of these Conditions, the “delivery” shall be understood to have taken place or the order “delivered” as soon as you or a third party indicated by you acquires physical possession of the goods, which will be evidenced by the signing of the receipt of the order at the delivery address indicated by you.
Delivery Cost
Free shipping is applicable for Klang Valley customers (for product weight is more than 20kg). 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.
Not sure which option is right for you? Please contact us for the best shipment details for your location.
Kerbside delivery: the driver will not enter your premises. The delivery driver will only unload the pallet via tail lift, ground level locations, solid surfaces that facilitate pump truck operation, flat ground, or gentle inclines, they are not permitted to move the delivery into the property so 2 physically people must be onsite to take 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 |