- Customer Care
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- Frequently Asked Questions
- 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
- Connecting the Power Cord
- Replacing a regular cord
- Adjusting strap length
- Replacing a wheel
- Folding the Reformer
- Rolling the Reformer
- Inflate and Exercise Ball
Frequently Asked Questions
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 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 stands, one that fits three cord machines and one that fits four cord machines.
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.