Shipping and Delivery

Shipping Policy

This Shipping & Delivery Policy is part of our Terms of Service ("Terms") and should be read alongside our main https://massagechairconcierge.com/policies/terms-of-service.

Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy will apply to any order you place with us.

Shipping Options

We offer free shipping for all smaller items shipped via USPS, UPS, or FedEx.

We offer free curbside freight shipping on all oversized items. Sometimes, a third-party supplier may manage our inventory and be responsible for shipping your products.

We hold the right to pick the freight way that transports your shipment. We do not directly control the shipping businesses, whether they are freight carriers or regular couriers.

Unless otherwise stated, all Curbside Delivery ships within three days of the initial order and consists of a three to fourteen-day transportation period. Shipping times may be slightly longer due to unforeseen circumstances such as inclement weather, limited product availability, and Freight Company difficulties.

Free shipping only applies to orders with shipping addresses within the Continental U.S., except for rural and remote areas. Islands, remote locations, rural areas, and other areas where trucks might not be able to enter will incur a shipping charge calculated by the freight carrier on a case-by-case basis. We will contact you for additional fees approval before your order ships. All times and dates given for delivery of the products are given in good faith but are estimates only.

We cannot modify shipping addresses or schedule delivery for a specific date once a package is in the care of the delivery service. We can estimate delivery times, but we can only do that based on the date the delivery service makes available. Please email us at frontdesk@massagechairconcierge.com if you have further inquiries about your delivery.

Please note that all deliveries are curbside only. White glove and in-home delivery are neither implied nor offered without additional charge. These services aren't necessarily available even if you're willing to pay more. Delivery staff does not have the proper insurance to enter your property. Please make sure you have adequately prepared to receive any heavy items.

Must-Know Information for Delivery of Large Packages

You must be prepared and understand what's required of you well before delivery day. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.

While UPS and FedEx are our carriers for smaller items, be aware that larger items and orders ship via freight. In addition, freight delivery is different from the standard shipping process, so it's important that you're prepared and understand what's required of you well before delivery day. For more detailed information, refer to our Freight Delivery Guide or print out our helpful Freight Delivery Checklist to prepare for delivery day.

Most freight products on ship on a pallet.
Freight drivers leave all pallets at the curb, meaning you're responsible for moving your shipment up the driveway and into your home or backyard.
Most carriers will not call to schedule your delivery. While a few carriers may call you to schedule an exact delivery window, most will only provide a tracking number and an estimated delivery date.
We'll specify which process you can expect in your shipping confirmation email.

For carriers that schedule delivery appointments:

You are required to be home and provide your signature at the time of delivery.
The delivery is made with a semi-truck with lift gate services.
The shipment is dropped off at the curb, meaning you're responsible for transporting it to its intended location. We'd recommend having at least two helpers on standby to assist with your delivery.

The primary contact number you provided at the time of checkout will be used when the shipping company calls to arrange your precise delivery window. Therefore, when placing an order with us, it's imperative that you provide the best phone number to reach you at.

Inspect your shipment for any missing or damaged items and be sure to note these on the signature documents provided by the delivery driver. If any items are missing or damaged, contact us immediately at frontdesk@massagechairconcierge.com. You have five calendar days from the delivery date to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.

Things to look for:

If items arrived with NO PALLET
The shrink wrap is torn
Any dents on the box
Arrived with NO straps
A wet or dirty box

***Be as picky as possible and always make a note of all box damages on the paperwork. Please take pictures and send them to frontdesk@massagechairconcierge.com. By doing this, you will help us accelerate replacements due to shipping damage***

For carriers that deliver without an appointment:

You will not be provided a specific day and time window when your shipment will be delivered, only an estimated delivery date.
While you are not required to give your signature at the time of delivery, we still recommend that you be home when your order arrives.
The driver will leave your pallets at the curb whether you are present at the time of delivery or not.

Even if your carrier has not called to schedule an exact delivery window with you, we strongly recommend that you inspect your shipment for lost or damaged items when it arrives. If any items are missing or damaged, be sure to contact us immediately at frontdesk@massagechairconcierge.com. You have five calendar days from the delivery date to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.

Shipping to Remote Areas

Be aware that remote or hard-to-reach areas may incur additional shipping fees, which apply to free and regular shipping orders. If your order is being shipped to a location with known shipping restrictions, a customer service representative will promptly contact you to notify you of any additional charges.

Please note that we don't always know if your area is remote or will make freight delivery difficult. Therefore, if you anticipate that a shipping company will have issues reaching your residence, you must inform us of those issues at the time of purchase. Such problems include but are not limited to narrow or winding roads, dirt or gravel roads, and vacant establishments.

Massage Chair Concierge is not responsible for shipping costs on merchandise not delivered because of a shipping company's inability to reach a particular location. Additionally, white glove and in-home delivery are neither implied nor offered without additional charge and aren't necessarily available even if you're willing to pay more. The delivery staff does not have the proper insurance to enter your property.

Shipping to APO/FPO Addresses

We might ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we can't send a package to your APO/FPO address, we'll contact you to find an alternative. Likewise, APO/FPO shipments may be subject to additional shipping fees — if such a case arises, we'll contact you to notify you of the fees and allow you to adjust your shipping address if desired.

Incorrect Addresses & Failed Freight Deliveries

If any item is shipped and returned because it's not deliverable due to an incorrect address, you'll be responsible for shipping both ways. If an item shipped via freight is returned because the freight company couldn't reach your residence or you rejected the delivery, this will be considered a return, and the order will be subject to our regular return policies. Likewise, if an item shipped via freight is returned because you refused to make a required delivery appointment with the freight company, this will be considered a return, and the order will be subject to our regular return policies.

Delivery Address Changes

Please note that address changes after an order has shipped will incur re-routing fees charged by the freight carrier. Please review your delivery address carefully. Re-routing fees are charged and calculated by the freight carrier. We have no control over these fees. Delivery address changes after shipment affected all related deliveries in an LTL Freight Truck. It is expensive and cumbersome to re-route orders.

Returns Not Due to Damage

If you are unhappy with your purchase, please get in touch with frontdesk@massagechairconcierge.com within 30 days to request an RMA. Please note that the buyer is responsible for all shipping and handling charges.

Shipping Outside of the Continental U.S.

All shipments to Alaska and Hawaii are sent via FedEx 2Day, and as such, require an individual quote. A customer service representative will contact you shortly after we receive your order with the additional shipping charges (before the item is shipped). Fright items shipped to Alaska and Hawaii will also require additional quotes. Free shipping only applies to the contiguous U.S.

We do not ship items directly to Canada; however, we will ship to the US-based freight forwarder of your choice. We advise contacting the desired freight forwarder first to learn about their shipping and receiving procedures. You will be in charge of coordinating with the freight forwarder for delivery to the final location and paying all duties and tariffs on Canadian shipments. If you need help, email frontdesk@massagechairconcierge.com; if not, enter the shipping address that your US-based freight forwarder has provided.

Shipping FAQ

What happens if my shipment is delayed?

If your delivery is delayed for any reason, we will let you know as soon as possible and advise you of a revised estimated date for delivery.

Questions about returns?

If you have questions about returns, please review our Return Policy: https://massagechairconcierge.com/policies/refund-policy

How can you contact us about this policy?

If you have any further questions or comments, you may contact us by email at frontdesk@massagechairconcierge.com.

Common Questions about Freight Delivery

Although we've gone over the essentials of freight delivery, some aspects of the procedure can be challenging to comprehend. Therefore, we've compiled a list of frequently asked questions covering everything from scheduling your delivery to how you should handle damaged packages to make sure you're always aware of the situation. Have a question that still needs to be addressed here? Contact our professionals at frontdesk@massagechairconcierge.com.

How do I know if my shipment is being delivered by freight?

After placing your order, watch for your shipping confirmation email because it will include the delivery method. Of course, you can always call us if you believe there will be a freight delivery involved; we're working on ways to notify you sooner.

When will the freight carrier call me to schedule a delivery?

Typically, freight carriers won't call you before delivery. However, some delivery services may contact you as a courtesy to schedule a delivery. When your order gets to a local facility of a freight company, the carrier may call to schedule this with you. Therefore, it is essential that you provide the best phone number to reach you when placing an order with us. The freight company will call that number, and you don't want the delivery process slowed down because the carrier can't get through to you. Decide on a delivery window (which can last between 4 and 8 hours), mark it on your calendar so you remember it, and plan to be there.

Do I need to be home to accept the delivery?

If the carrier calls you to schedule your delivery, you only need to be there to accept your shipment. To confirm delivery, the freight driver will give you a receipt you must sign (unless you reject the delivery due to package damage; see below for more information). You do not need to be home to receive your delivery if they did not call to schedule it, but we still advise you to be there to check it out and move it from the curb.

Will the driver help me move the pallet into my home?

No, all truck drivers will only make curbside deliveries. Their liability insurance does not cover the inside of your property. Although the liftgates on their semi-trucks are used to unload the goods, it is ultimately your responsibility to drive the shipment up your driveway and into your house or backyard. To help you when your delivery arrives, we advise having at least two helpers close by. You'll appreciate the assistance because items only ship via freight when they are too big or heavy to be delivered by a regular courier.

What do I need to do when my shipment arrives?

Upon delivery, look over the pallet and packaging for any issues. Spend some time checking for any dents or tears. You have two choices after carefully inspecting your shipment: either refuse the delivery if there is excessive damage or make a note of any minor damage on the receipt before signing to accept the delivery. Please only refuse the delivery if several items are damaged, but call us immediately if anything is damaged.

Be aware that sometimes smaller items are shipped inside larger ones, giving the impression that your order isn't complete. Please unpack each item completely before calling to report any missing parts. If you check your shipment and find any problems after you do so, don't worry if the driver is not there. Any problems should be reported to frontdesk@massagechairconcierge.com within five calendar days.

What should I do as soon as the driver leaves?

Grab the packing list inside your packages after carefully removing the shrink wrap.
To ensure your order is complete, cross-reference the model number of each item with the packing list. The box's exterior or a UPC sticker attached to the box will be printed with the model numbers. Make sure to completely unpack each component because some items might be packed inside of others. Carefully open the boxes and inspect each item to check for physical damage. Verify all of the moving parts, including the hinges, knobs, arms, legs, and feet.
Call us as soon as you can if there are any issues with damages or missing items. After accepting the delivery, you have five calendar days to report any issues, but we want to take care of you immediately.

What should I do if my shipment is damaged?

Before calling us:

Note any obvious damage on the receipt, such as a tear in the shrink wrap, that can be seen on the packaging itself. If there are several damaged items in the shipment, you can refuse the delivery.
Unpack each item completely and check it for physical damage as well.
If you notice any scratches or dents on the items themselves, take pictures and notify us by e-mail at frontdesk@massagechairconcierge.com immediately.

How long do I have to notify Massage Chair Concierge about an issue with my shipment?

You must report any damages or other issues with your order within five calendar days of delivery. Please include photos of the damage (including the boxes) to frontdesk@massagechairconcierge.com.

What happens if the carrier misses the scheduled delivery window?

We know how frustrating it can be to plan a day off work and round up some friends to help, only for the delivery window to pass with no sign of your shipment. If that happens, kindly call us immediately so we can assist you in rescheduling a delivery time and inform the freight company about the missed appointment. Of course, we'll always set up whatever works best for you, but we may also look into alternatives like a terminal pickup.

Are there places freight companies won't deliver to?

Freight carriers usually make deliveries in semi-trucks, which cannot navigate narrow, dead-end, or obstructed streets. If your residence is in such a location, please let us know at the time of your order, and we'll work with you to find a solution. For example, we may arrange a terminal pickup, allow for a change of address, hire movers to assist with delivery, or find a carrier with a truck small enough to reach your residence.

Have any other questions? Get in touch with our experts at frontdesk@massagechairconcierge.com.

Returns

Thank you for shopping at Massage Chair Concierge.

If, for any reason, you are not completely satisfied with a purchase, We invite you to review our Policy on refunds and returns: https://massagechairconcierge.com/policies/refund-policy

The following terms are applicable for any products that You purchase with Us.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear singular or plural.

Definitions

For the purposes of this Return and Refund Policy:

Company (referred to as either "the Company," "We," "Us," or "Our" in this Agreement) refers to Massage Chair Concierge.

Goods refer to the items offered for sale on the Service.

Orders mean a request by You to purchase Goods from Us.

Service refers to the Website.

The Website refers to Massage Chair Concierge, accessible from https://massagechairconcierge.com.

You mean the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Conditions for Remorse Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

In order for the Goods to be eligible for a return, please make sure that:

The Goods were purchased from us in the last 30 days
The Goods are in the original packaging
The Goods were not used or damaged
You have the receipt or proof of purchase

The following Goods cannot be returned:

Goods made to Your specifications or clearly personalized
Goods that were damaged during installation.

To start a return, you can contact us at frontdesk@massagechairconcierge.com. Please note that returns will need to be sent to the address provided in your RMA.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

In our sole discretion, we reserve the right to refuse returns of any merchandise that does not meet the above return conditions.

Once the returned Goods are received and inspected, a refund minus restocking fees will be issued to the original form of payment within 14 days.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us.

Please get in touch with frontdesk@massagechairconcierge.com to request a Return Authorization. You should send the Goods to the address provided on Your return authorization.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at frontdesk@massagechairconcierge.com.

Your Order Cancellation Rights

You are entitled to cancel Your Order before dispatch / shipping has started without giving any reason for doing so.

In order to exercise Your right of cancellation, You must inform Us of your decision through a clear statement. You can notify us of your decision by email to frontdesk@massagechairconcierge.com.

Orders canceled after shipping has started will be treated as Remorse Returns.

If the shipment is refused at delivery for any reason other than damages or a shipping error, please be aware that the order and return will be treated as a product remorse return. That means You will be responsible for return shipping and restocking fees (if applicable).

Returns Due to Damage

For obvious damages, please refuse the delivery immediately.

Massage chairs and some of our other products are very large and heavy yet delicate products. Shipping damage, unfortunately, happens at times. In case of visible damage during delivery, You should reject delivery.

Make sure to ask the delivery personnel to note anything you find on the Proof of Delivery paperwork (POD) and have it signed by them. Also, remember to keep a copy of the paperwork for yourself.

You should be meticulous about the state of your delivery – we want your Goods to arrive in only the best condition. So take note of even the most minor rips or tears in packaging on the POD, and be as thorough as possible.

You have five days to report any concealed damage from the time of delivery. If You do find any previously concealed damage, take photos of the damaged Goods and email frontdesk@massagechairconcierge.com along with a detailed description of the issue. We'll take care of it and replace the parts for free.

Any damages must be reported not later than five days after delivery. After this timeframe, shippers' insurance expires and cancels our ability to issue a free replacement.

Contact Us

If you have any questions about our Returns and Refunds Policy, don't hesitate to get in touch with us by email at frontdesk@massagechairconcierge.com.

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