FAQs
We take pride in our 5 star Yahoo! customer service rating. We really value your business and appreciate your feedback!
Please e-mail us with any questions, problems, or suggestions to help us continue to provide you with excellent customer service.
How long will it take for my order to ship and arrive?
Upon acceptance of your credit card, an order confirmation will be sent to the email address you have specified in your account information. Orders are usually shipped with 48 hours of being placed, except when received after UPS pick-up on Friday, all remaining orders will ship Monday. Some drop-ship items and custom massage table and chair orders may take longer. This will be noted on that particular product page.
UPS Ground Delivery can take anywhere from 2-7 "Business Days" depending on location (UPS does not pick-up/ship/deliver Ground packages on Saturday or Sunday). See our UPS time in transit map
for details. If you supply an incorrect address and UPS makes an address correction, you will be subject to an $8 correction fee for ground packages and a $10 address correction fee for Air packages.
If you feel that you should have received your order by a specific date, please contact us for a Tracking #. To check on your Order Status with Massage-Tools.com, click here.
How do I know if I am ordering on a secure site?
Yahoo Store encrypts your personal information, such as your credit card number, when transmitting over the Internet using SSL. When your browser is in secure mode, you will notice a blue bar at the top of the page and an unbroken key or lock at the bottom of the page.
What are you going to do with my name and order information?
Massage-Tools.com does not rent or sell any personal information from web orders or any off-line orders to third parties. For more information, see our Security and Privacy Policies by clicking here.
Which credit cards do you accept?
We accept Visa, Mastercard, American Express, and Discover. We also accept PayPal by request only.
Can I cancel My Order?
Most orders can be cancelled anytime prior to shipping. However Massage and Spa table orders already in production are subject to a 10% cancellation fee. You have 72 hours from placing your order in which you may cancel a table order with no cancellation fee.
How do I return a product that I purchased on-line?
Massage-Tools.com is an authorized dealer for all the products we carry. Manufacturer warranties are in full effect.
If your order was damaged in transit, you must contact Customer Service immediately. Keep all boxes as you may be required to present these items to the shipping company. Once the damage has been verified, we will ship you a replacement with a return label for the damaged unit. If the item was drop-shipped, the replacement will be sent by the manufacturer.
30 Day Return Policy: (non-defective merchandise)
Most products may be returned within 30 Days. You must obtain a return authorization first from Customer Service with return instructions. Customer is responsible for return shipping and securely packaging the product with original packaging in new, resalable condition. We recommend you insure the product for your protection.
Portable Massage Tables – full refund; satisfaction guarantee
Portable Massage Chairs – full refund; satisfaction guarantee
Disposable Towels - No Returns (perishable item)
iJoy Ottomans – 20% restocking fee
iJoy & Human Touch Massage Recliners – No Returns
Stationary Massage Tables – No Returns
Electric Lift Massage Tables – No Returns
Facial Machines & Steamers – No Returns
Non-stock color accessories & bolsters - No Returns
Any Item not specifically mentioned - 15% restocking fee
Please call if you are at all unsure on the return policy for the item you would like to purchase?
Upon receipt of the returned merchandise, you will be refunded the original purchase price and applicable sales tax, less the restocking fee. Original shipping & handling fees are non-refundable.
We will not accept returns beyond 30 Days. This starts with the ship date of the actual merchandise.
For Warranty Service, please contact the manufacturer. If you require proof of purchase documentation, please contact Customer Service with your order number and we will be happy to help.
Do you ship internationally?
Yes. Contact us if you would like a quote for shipping to your International location. Please remember to include the item you would like shipped and your Country, City, and Postal Code. Shipments to International locations may incur additional customs or duty fees charged by authorities. It is the legal responsibility of the buyer or recipient of massage-tools.com products to pay these additional fees, when such fees are submitted for payment to buyer or recipient, by authorized Government Agencies or their representatives (UPS or FedEx will often act as agent for such fee/duty collection). It is our understanding that these products do NOT fall under NAFTA regulation.
Can I order via mail?
Of course! Although, we do take every precaution to make your online purchases secure, we accept mail orders as well. You can click here for a mail order form. Send a check or money order along with order form to
Sundaes Novelty, LLC
Attn: Massage-Tools.com Division
200 Valley Drive #36
Brisbane, CA 94005 |
