- Customer Care
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- Frequently Asked Questions
- Parts Ordering
- Warranty Information
Welcome to Stamina’s On-Line Customer Care
Our #1 goal is Customer Satisfaction! We are here to service your requests, answer your questions, and provide technical support for our product line. Please choose from the list of Options.
If you are unhappy for any reason with an item purchased from staminaproducts.com, you can return it within 30 days of delivery.
Please note, if you purchased a Stamina Products item from a retailer other than staminaproducts.com, please contact that retailer for their return instructions. If you purchased a Stamina item from another retailer and need assembly assistance or assistance with a missing or damaged part, please contact us via email or phone and we can help.
Office Hours : Monday – Thursday 7:30 a.m. until 5 p.m. CST Friday 8 a.m. until 3 p.m. CST
Type in your product number to search for the User Manual, Workout Guide, or Assembly Video. Not all products will have these available.
How to Videos
Need to know how to replace an AeroPilates Reformer cord or inflate an exercise ball? We've created several videos about assembling and replacing your Stamina equipment. Explore our collection of how-to videos to find the answer you need.Explore Videos
Frequently Asked Questions
What is Stamina's Video on Demand service?
Stamina now offers an on-demand video workout service giving customers unlimited online access to workout videos they purchase. This program is designed to help motivate and educate users of all fitness levels by providing them with workouts guided by Certified Personal Trainers in the comfort of their own home. All purchased videos are available 24/7 through your account at www.staminaproducts.com , giving you complete control over your fitness journey. Work out at home, work, abroad, or any place you have internet access. Help remove barriers keeping you from achieving your fitness goals by working out with us on your schedule. These workouts are streamed online through our website only and do not come with a physical DVD.
You can find any workouts you have purchased in the My Videos section of your account. If your having trouble or just have a question don’t hesitate call us at 1-800-375-7520 or e-mail us at customer.care@
I was provided a coupon code for free videos with my purchase, how do I redeem it?
Some of our products now come with free online videos. If your product includes videos, the instructions for accessing them along with how to identify your unique coupon code will be found in the first pages of your product manual (Find a digital version of your manual here).
Once you have found your coupon code, navigate to our Video on Demand shop page here and click “Redeem a Code”. Enter your unique code in the box as prompted and continue through the checkout process.
If you already have an account be sure to sign in during the checkout process to attach the purchase to your account. If you do not already have an account simply create one by finalizing the checkout process, filling out all the required fields (If your balance due is $0 after applying coupon, payment information is not required). Once you have completed the checkout process you will find all of your purchased videos in the “My Videos” section of your account page on our website.
How do I view my video on demand purchases?
Before you are able to view any video on demand products you will need to have already purchased them or redeemed them with a coupon code. In order to complete one of those transactions you would have been required to create an account on our website.
All online videos (video on demand) previously purchased through your account will be found in the “My Videos” section of your account page which can be found in the top right corner of your browser window while on our website.
How do I view Video on Demand workouts on my TV?
There are numerous different ways you can view our online videos on your tv but it all depends on which devices and specific TV you are using. Because the technology landscape is constantly changing we cannot cover every scenario but here are some common methods our customers are using:
Screen mirroring from smart device directly to a compatible TV or other streaming device such as Apple TV, Chromecast, Roku TV, Amazon Fire TV, or others. Here is a link to an outside article with more information on the various scenarios you might encounter and what you might need to get set up: https://www.digitaltrends.com/home-theater/how-to-mirror-a-phone-on-your-tv/
If your Smart TV has a built-in web browser you can simply use it to navigate to our website and play them that way.
Don’t have the required hardware to play them on your TV? No worries, many of our users enjoy the simplicity of playing them directly on their smartphone, tablet, or computer.
How do I know how many cords I should use for each exercise on my AeroPilates reformer?
The number of resistance cords you use is determined by the exercise and your workout level—beginner, intermediate, or advanced. The workout videos that come with each Stamina reformer and the reformer videos you purchase from staminaproducts.com often specify the number of resistance cords to use with each exercise, but use the number of resistance cords that challenge you without compromising your form. If the exercise is too easy, add a cord. If it is too hard, take a cord off.
How do I adjust the rope length for my AeroPilates reformer?
The latest Stamina reformer models’ ropes have clips that attach to rings on the side of the reformer frame under the sliding platform. To adjust length, simply unclip and move the clip to the ring that gives you the proper rope length. Older Stamina reformer models are adjusted by untying the ropes from the hand straps and retying them to the desired length. With my AeroPilates reformer, how close should my shoulders be to the shoulder pads? Your shoulders should be snug against the shoulder pads, but not pushed hard against them.
What do I do if my AeroPilates reformer's rollers are squeaking?
If your rollers are making noise or not rolling smoothly, first make sure your frame is aligned correctly. If the alignment is correct or if you have roller noise after adjusting the frame, use silicon spray on the steel roller track.
What is the Box and Pole?
The Box and Pole is used with your AeroPilates reformer to make some Pilates exercises more challenging. The Box is placed on the sliding platform so your body is raised off the platform creating a different workout angle. The pole is used for stability. A strap is also included when you purchase your Box and Pole. The strap attaches to the footboard of your reformer for abdominal work using the Box and Pole.
How do I fold my AeroPilates reformer?
Remove the tension cords from the slots in the front frame and slide the cushion assembly toward the rear frame. Turn the reformer on its side and move the front frame toward the rear frame so it folds in the middle. Secure by inserting the locking pin into the rear frame.
How do I get a replacement for my AeroPilates DVD?
To order replacement DVDs, call Stamina customer service at 1-800-375-7520.
Can I get a stand for my Pilates reformer if it didn’t come with one?
Yes. Stamina makes two stands that can be purchased on this web site. These stands are easy to assemble and disassemble. There are two stand sizes, so make sure you get the one that is sized for your reformer. Click here for more information.
Where can I find the model number of the product?
The model number consists of two numbers followed by a hyphen, four more numbers, and possibly a letter (for example, 55-1111 or 15-1025A). This number can be found in three places:
- The outside of the box directly under the bar code.
- The lower right hand corner of the front cover of the owner’s manual.
- Most products have a sticker with the model number, serial number, and customer service toll-free number located on one of the frame pieces of the unit.
It seems as though I am missing some hardware needed to assemble the product I purchased. What should I do?
First, take all parts out of the box and positioned in front of you. Move any packaging material out of the way, but do not dispose of it until the machine is assembled and functioning properly.
Next, begin with Step 1 of the assembly process reading each step carefully. The instructions specifically give the name, dimensions, and part number of the items needed. When you finish reading the instructions, you will have inventoried all your parts. If you are missing a part, please contact us or choose Replacement Parts in the Services section of this site to order your missing part online. The item(s) will be shipped to you.
The hardware illustration page in the front of the owner’s manual is for reference only. This page is provided to help identify the various types of hardware used in the assembly steps. The parts list page in the back of the Owner’s Manual is a list of every component used to make this product complete. This page is provided to help identify parts for future replacement.
How do I return an item?
To return an item, first contact the retailer you purchased the item from and follow their return instructions. If you purchased it from staminaproducts.com, contact Stamina customer service at 1-800-375-7520. For quicker service, have the purchase order number, the date of purchase, and the model number of the product when you call.
- How do I order replacement parts for my Stamina exercise equipment?
Stamina Products Inc. warrants our products to be free from defects in materials and workmanship at the time of the original purchase from an authorized retailer. In the event that a product becomes defective, please contact us by phone at 1-800-375-7520 or send written notification to the address listed on the Contact Us page of this website.
If the defect is under the limited warranty, you may be requested to return the product or part to us for repair or replacement. Stamina Products Inc. reserves the right to require the customer to pay for the return shipping of the item.
Warranty information on a specific product can be found toward the back of the Owners Manual or you can call us at 1-800-375-7520. The warranty will not apply to any product that has been subject to commercial use, abuse, misuse, or any type of modification by the consumer.
To confirm your rights as described in the warranty statement, be sure to complete the Product Registration Card and mail it to us promptly! Or register on-line here.
Note: Some states do not allow limitations on how long an implied warranty lasts, so the above limitations may not apply to you. Some states do not allow the exclusion on limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.