FAQ's

How will I know if my order has been processed?

We will send a confirmation email to you that confirms the details of each transaction. This email will contain the items purchased as well as the amount charged.

How long will it take for me to receive my order?

Customers may expect to receive their order 2-3 weeks after they receive the confirmation email from us confirming that we have received the order.

Do you offer quantity discounts?

We are happy to offer quantity discounts. Please contact us for a free quote.

What is your Price Match Guarantee?

We are constantly updating our shipping methods and systems in order to offer you the best possible price. If you find a lower price please contact us to see if we can offer you a lower price. Please also be sure to include shipping costs when comparing prices. Many of our competitors show a low price and then make it up by charging an exorbitant amount for shipping.

What are your shipping rates?

Shipping rates are based on the size of the order. Many products and product groups qualify for free shipping and if so will have a free shipping icon on the product page. If the order weighs less than 150lbs it will be sent small parcel (rates vary). If the order weighs over 150lbs it will be shipped using a freight carrier (normaly 18-30% of the purchase price). White glove delivery is also available on most large items. Contact us for a quote on white glove delivery items. For more information on the different shipping methods please see below.

How will my order be delivered?

Small Parcel Shipping (less than 150lbs) Order will be shipped via FedEx, UPS, or DHL. Shipping calculated during checkout based on weight, origin, and destination. Some items may be charged an additional amount based on the dimmensions of the package.

OR

Standard Freight Shipping (over 150lbs) is curb-side delivery. Customers will be responsible for unloading the shipment off the truck. The shipper will call to setup an appointment before delivery. We suggest having at least two people available to help unload the shipment and carry the product from the back of the truck into your house (or wherever it's going). White glove service is available for an additional fee at check-out.

OR

White Glove Service - The shipper will call and setup an appointment before delivery. White Golve delivery is not available on all orders. White Glove delivery is available as follows:

Bronze: Includes a 2-person delivery to a garage or first dry area. No weight limitation. Threshold or stair carries are not available for this level of service.
Silver: Includes inside placement, up to 2 flights of stairs.
Gold: Includes inside placement, up to 2 flights of stairs, unpacking/debris removal. Set up limited to 15 minutes.
Platinum: Includes inside placement, 2 flights of stairs, unpacking/debris removal, and light assembly up to 30 minutes.

Is it possible to order from more than one manufacturer at a time?

Items ordered from different manufacturers will arrive at different times depending on carrier schedule.

How do I know that this purchase will be a secure transaction?

We have partnered with AmeriCommerce in order to give our customers reliable, secure transactions. We are glad to pay a fee in order to make sure that our customers will feel safe purchasing online. Our e-commerce website is equipped with 128bit SSL Security.

What is the Return Policy?

Since we ship directly from the manufacturer returns are accepted based on the manufacturer's return policy. All items must be in original packaging and in original condition.

Hawaiian Lomi - When you purchase any Hawaiian Lomi Group product from us, it comes with a no questions asked, 10 day money back guarantee. This means that you get to try it for 10 days, and if you are not completely satisfied you can return if for a full refund. The full refund is minus shipping costs of $225.00. Product must be returned in its original container. Product must be in its original condition with no stains, rips/tears, or breakage. HLG is not responsible for damage caused by the shipping company on the return shipment. All product pieces, materials, and documentation must be included for a full refund.

Repose - The chairs can be returned within 2 weeks of receiving the chair but only if the chairs are returned w/o any customer related damage. The customer is responsible for a 25% restocking fee and would need to pay all freight costs associated with the order.

PSA (HoMedics) - NON-DEFECTIVE RETURNS: A return authorization number is required, and must be requested within 90 days of invoice date. All items must be returned in the original manufacturers packaging along with all parts, accessories, and paperwork. Please provide a reason for the return. Modified, damaged, or abused products will not be accepted as credit items. There will be a 15% restocking fee.

DEFECTIVE RETURNS: A return authorization number is required, and must be requested within 90 days of invoice date. Please indicate the nature of the defect. The Manufacturer will promptly issue a prepaid return label and send out the replacement upon receipt of the defective unit.

Omega - If the product has shipped or is in possession of the consignee, then there may be a restocking fee of up to 35%. The restocking fee is a function of the expenses incurred which include shipping costs, product inspection and repacking fees. For example, if the product is returned unopened, then only shipping expenses would be applied to the restocking fee. The Manufacturer will accept a product return, if the product is returned in it’s original packaging with all accessories, including the user’s manual. For example, if the product is opened, then we must inspect, test and repackage the product to ensure it’s in perfect working order. If the product is returned damaged, where it needs to be refurbished and could not be resold as new, then a 50% restocking fee will apply. You must notify Omega and MassageChairs.com within 30 calendar days of ship date to obtain an authorization to return. Returns without prior authorization will be refused by Omega.

OCI (Sanyo, Panasonic) - 30 day returns policy, 20% restocking fee and the customer is responsible for the freight back.

Human Touch - No Returns, All sales are final.

What should I do if my order was damaged in shipping?

We want you to be satisfied with your purchase. If the items delivered have obvious signs of damage, please refuse the shipment and they will be sent back to the manufacturer. Once the manufacture has received the return, it will send a replacement or you will receive a credit on your credit card. Since each situation is different, please contact us so that we can resolve the problem.

Do you ship outside the continental United States?

Due to the cost of shipping large products, we do not currently ship outside the 48 contiguous United States.

How will my order be delivered?

Regular shipping is curb-side delivery. Customers will be responsible for unloading the shipment off the truck. The shipper will call to setup an appointment before delivery. We suggest having at least two people available to help unload the shipment.

If you have any concerns not addressed here, please contact us.