Official Statement on Recent Shipping & Tracking Concerns——Addressing Recent Negative Feedback Transparently

Clarifying Recent Logistics-Related Questions

Recently, we have noticed an increase in questions and concerns regarding order tracking visibility, delayed updates, or unclear shipping status, which has led to some misunderstandings and negative speculation online.

We would like to clarify openly and responsibly that these concerns are related solely to logistics and tracking processes, and do not reflect issues with our products, order fulfillment, or business legitimacy.

Below, we would like to explain our current shipping structure, the reasons behind recent tracking inconsistencies, and the steps we are actively taking to improve the experience.

1. Our Global Shipping Network

BuyReformer ships to customers across Europe, Asia, Australia,and the Americas, operating from five active fulfillment centers:

• United States: California (CA), Texas (TX), New Jersey (NJ)

• Asia: Hong Kong & Shenzhen, China

In earlier stages, our Hong Kong warehouse served as the primary hub. As demand in North America increased, U.S. warehouses have become our main fulfillment centers, significantly improving delivery times for U.S.-based customers.

For most destinations outside the U.S. and China, orders are shipped via international transportation.

2. Why Tracking Information May Appear Delayed or Incomplete

For many international orders—especially those shipped to Europe, Canada, and certain Asian regions—the logistics process generally follows this route:

International ocean freight → arrival at destination port → local carrier delivery

Shipping and delivery are handled by professional international logistics partners, not directly by BuyReformer. During this process:

• Tracking systems may not update in real time during ocean transport

• Multiple carrier handovers may cause temporary gaps in tracking data

• Some carrier systems may experience temporary outages or delays

While this can understandably cause concern, it does not mean an order has not been shipped or does not exist.

3. Our Philosophy & Ongoing Improvements

At BuyReformer, our guiding philosophy has always been:

“We’re here to help you find your perfect reformer.”

To keep professional-grade reformers accessible at the most reasonable price possible, we rely on experienced global logistics partners rather than operating our own international delivery fleet.

That said, we fully recognize that clearer tracking and faster delivery are essential to long-term trust.
To address this, we are actively:

• Expanding local warehouse coverage

• Reducing international transit where possible

• Improving last-mile delivery coordination

• Offering manual tracking support when automated systems fall short

Although building local warehouses increases operational costs, we believe this investment is necessary and worthwhile for improving customer experience.

4. Regional Shipping Clarifications

Ireland
Some tracking links may not open correctly. Please contact us via email or WhatsApp for manual tracking assistance.

Canada

• Some carrier tracking systems may be temporarily unavailable

• Multiple transfers are common due to Canada’s geographic size

If tracking appears unclear, our team is happy to assist directly.

European Union
EU shipments require customs inspection and tax processing, which may result in additional waiting time after port arrival.

Remote or Special Regions
In rare cases involving remote locations or unusually high logistics costs, we may contact customers after order placement to discuss adjustments.
If a cost can reasonably be absorbed by us, we will do so without disturbing customers.

5. Additional Transparency

BuyReformer operates as a real, active business with established warehouses and fulfillment partners worldwide. All products are physically stocked, assembled, packed, and shipped through our logistics network.

To provide additional reassurance and transparency, we have shared authentic photos below showing our production floor, assembled reformers, packing process, and container loading.

📸 Behind the Scenes: Our Warehouses & Shipping Process

Production & Assembly Area
Rows of reformers undergoing assembly and final preparation before packing.

Finished Products Ready for Packing
Fully assembled reformers staged for quality inspection and packaging.

Crated & Secured for International Transport
Products packed in reinforced wooden crates to ensure safety during transit.

Container Loading
Palletized crates being carefully loaded into shipping containers for export.

6. A Message to Our Customers

BuyReformer is a growing brand, and growth comes with challenges.
What matters most to us is how we respond—with transparency, responsibility, and continuous improvement.

We sincerely thank every customer who has shown patience, understanding, and trust. Your support allows us to refine our logistics, enhance our service, and bring the Pilates reformer experience to more people around the world.

We truly appreciate the opportunity to grow together with our community.

— BuyReformer Team