Shipping & Delivery
General Shipping Information
Shipping Costs
Shipping costs are displayed during the checkout process once you have entered your shipping address. Shipping cost is computed for each item in your cart based on the item’s dimensional weight, the item’s ship-from location, and your shipping address.
Estimated Delivery Dates
Each product page displays an estimated delivery date for that product. If your order is time-sensitive, please contact our sales team at info@massagetools.com or (866) 928-9955 extension 1 to confirm product availability and an estimated delivery date for your order.
Shipping Times
Most orders received by noon EST for in-stock items will ship within 2 business days. You will receive a shipment confirmation email containing tracking information for each shipment in your order. Small parcel shipments reach most US destinations within 3 business days. Freight delivery times average 5 business days.
Small Parcel Shipments
Small parcel packages ship via Fedex, UPS, or USPS.
Tracking Information
You will receive a shipping confirmation email containing tracking information for each shipment in your order. Tracking information, including proof of delivery, is crucial to ensure that your products are delivered to you successfully. In all cases in which the tracking information and/or shipping proof of delivery shows that your products were delivered to the shipping address for the order, you agree that we successfully fulfilled your order for those products. You also agree that we are not responsible for replacing or compensating you for the misplacement or theft of products whose tracking information shows were delivered to the shipping address for the order.
International Orders
Massage Tools currently ships to the United States and Canada only. Shipping amounts calculated during checkout for Alaska, Hawaii, and Canada orders are estimates only. For all such orders, our Order Fulfillment team will calculate actual shipping costs (and for Canada orders, brokerage and custom costs as well) and contact you to confirm those costs before finalizing your order. You will have the option to approve those costs and proceed with your order or cancel it with no charges whatsoever.
Freight Delivery
Freight delivery is unlike small parcel delivery, the kind of shipping with which people are most familiar. While a small parcel shipment arrives in a cardboard box that can usually be carried by a single person, freight shipments are very large (with at least one dimension of 5 ft or more) and heavy (weighing several hundred pounds). Most of our stationary tables, electric lift tables, and treatment chairs are freight shipments.
We offer three levels of freight delivery service.
1. Ground Curbside Delivery (usually $195)
The carrier delivers your order to the curb of the shipping destination. You must arrange to bring your order inside. Two people and a furniture dolly can transport most single-item pallets.
2. Inside Ground Delivery (usually $295)
The carrier delivers your order inside the front entrance of the shipping destination. This service is available for commercial locations only and does not include delivery to a specific room or unpacking. Please note that delivery of your shipment inside the entrance of the destination is only possible if there is an entrance large enough to accommodate passage of your shipment on a pallet rack. If the entrance is too small, the carrier will deliver your shipment to the outside of the front entrance only.
3. White Glove Delivery (usually $595)
Turnkey delivery. The carrier delivers your order to a room of your choice, unpacks the items, and removes the packing materials and pallet. The price quoted is for ground floor deliveries to commercial locations only. If you need white glove delivery to a different floor, or to a residence, please contact us for a quote before placing your order. Please note that the $595 cost is estimated, and our order fulfillment team may reach out to you with a different white glove shipping quote before processing your order.
Freight Delivery Policy
**By placing an order for a freight item on our website, you acknowledge and agree to the following Freight Delivery Policy.**
Because of the size and weight of freight orders, your cooperation and availability are required for carriers to perform freight deliveries successfully. The freight carrier will call you at least one day in advance to schedule a window during which to deliver your shipment. The delivery window proposed by the carrier will be several hours (often 2 or 3 hours but sometimes longer). We cannot guarantee that the carrier will deliver your shipment during a specific period of time or on a specific day. You must make yourself, or someone acting on your behalf, reasonably available to receive your freight shipment once the carrier contacts you to schedule delivery.
Responsibility for Additional Shipping Charges Incurred by the Customer. If you make changes to your delivery service after your order ships, you will be responsible for any additional shipping charges. Changes that may incur additional charges include:
- Change of delivery address (reconsignment)
- Upgrade in delivery service
- Terminal storage fees due to a customer’s limited availability to accept delivery
- Redelivery fees due to a customer’s initial refusal to accept a shipment
Refusal of Freight Delivery
Once a freight item has shipped, if you refuse to accept the shipment for any reason other than visible damage to the shipment during an attempted delivery by the carrier, your refusal to accept the shipment will constitute an elective return under our Returns Policy. Please place an order with us only if you intend to accept delivery of your shipment.
White Glove Delivery
All white glove delivery services are performed by third-party last-mile delivery agents. When the delivery agent delivers your shipment, do not sign the proof of delivery (POD) documents from the agent until you are fully satisfied with the delivery service you have received. If you have any problems with the delivery service that cannot be resolved by speaking directly to the delivery agent, you must call us before signing the POD at (866) 928-9955 extension 1 so that we can assist you. If you are dissatisfied with your delivery service but sign the POD anyway and/or do not contact us via phone, we will not be able to assist you with your delivery.
The white glove delivery cost shown on the product page (usually $595) is only for delivery to ground floor commercial locations with no stairs. If your delivery location is anything other than a ground floor commercial location with no obstructions and no stairs leading to the desired delivery room, please contact us before placing your order with the details of the delivery location and the delivery path that the agent must traverse. If you do not contact us for this quote in advance, we will contact you upon receipt of your order and collect this information so that we can request an accurately priced white glove quote for you.
Please note that with white glove delivery service, final delivery to a room of one's choice is not always guaranteed. If upon arrival the white glove agent finds that there are limited access areas in the delivery path (e.g., a passage or stairwell that is too small to accommodate the movement of the shipment, or stairs that must be traversed when you reported that no stairs would be involved in the delivery), the white glove agent may not be able to perform the delivery to your room of choice. The agent shall in all cases be the final arbiter of whether a delivery path can accommodate delivery to your room of choice. However, please note that white glove delivery fees are not refundable, regardless of whether the item is delivered to your room of choice. If you refuse a white glove delivery because the agent determines that it cannot perform room-of-choice delivery for you safely, you assume responsibility for any additional storage, terminal, or transport fees due to the refusal of delivery.
**By placing an order for a freight item on our website, you acknowledge and agree to the foregoing Freight Delivery Policy.**
Warranty
Spa Luxe tables, Spa luxe treatment chairs, and Silver Fox treatment chairs have a 2-year motors and electronics limited warranty. During the limited warranty period, if a covered component fails due to normal use, we will replace the component free of charge and provide instructions on how to install it. Due to variations in frequency and intensity of use and cleaning methodology, the upholstery of these products is not covered under warranty. To maximize longevity, we recommend cleaning these products' upholstery with only mild soap and warm water.
All other products. The manufacturer's warranty is as stated on the product page.
Warranty Shipping Costs. While we will happily cover small parcel shipping costs related to parts provided and products replaced under warranty, all shipping costs for products returned under warranty and all freight transportation costs for products replaced under warranty are the sole responsibility of the customer. For orders outside of the contiguous 48 states, we will not cover shipping costs for any items under warranty, although we will provide replacement parts to you at no product cost. For these orders the customer is solely responsible for all shipping charges.
Warranty Claims. If you have a warranty claim please contact our Customer Service team at cs@massagetools.com or 1-866-928-9955, extension 3.
Replacement Components. Replacement components for our products, including replacement cushions for most electric tables and exam chairs, may be purchased directly through us if your product is out of warranty. if you wish to purchase replacement components, please contact our Customer Service team at cs@massagetools.com or 1-866-928-9955, extension 3.
Returns Policy
**By placing an order on our website, you acknowledge and agree to the following Return & Cancellations policy.**
If you are not totally satisfied with any item from your order, you may return it within 30 days of its shipment date for a full refund less shipping charges. Return requests received after 30 days cannot be processed.
Defective Items
Massage Tools is an authorized dealer for all our products, so your purchases are covered by manufacturer warranty. If you receive a defective item, please contact our Customer Service Department (cs@massagetools.com or 1-866-928-9955, extension 3) and we will help you obtain a replacement, repair, or refund from the manufacturer.
Damaged Items
Freight Items
When your freight items are delivered, you must inspect the shipment before signing the proof of delivery (POD). If the shipment appears to be irreparably damaged, you agree to refuse the shipment and contact us immediately (1-866-928-9955 extension 3 or cs@massagetools.com) so that we can assist with determining the best course of action for your shipment. After you accept delivery of a freight item, you agree to fully inspect the contents of the shipment and notify us within 2 business days of any internal damage that was not detected in your delivery inspection.
Small Parcel items
When your small parcel items are delivered, you agree to immediately open and inspect the products inside for damage and notify us within two business days of any damage.
We will provide replacement parts, a replacement item, or a refund for items damaged in transit. All of our shipments are fully insured so you will not bear the financial burden of any damaged deliveries, provided you notify us within 2 business days of any shipment damage. If you notify us of shipment damage more than 2 business day after the date of delivery, you assume financial responsibility for any damage.
Elective Returns
If you wish to return a non-defective item, you must first obtain a return merchandise authorization (RMA) from our Customer Service Department (cs@massagetools.com or 1-866-928-9955, extension 3). Refunds can be issued only for items that are returned in their original packaging and that remain in new, resalable condition. All refunds exclude the item’s actual original and return shipping costs, as we bear these costs directly in delivering the item to you and returning it to its origin. A 20% manufacturer restocking fee also applies to all returns of non-defective items. Because this restocking fee is passed directly from the manufacturers to us, we cannot waive it.
Returns of Freight Items
Any freight item that you wish to return must be in like-new condition. If the item is in any way damaged, marked, scratched, or scuffed, it cannot be returned. You must return the item in its original packaging and secured to a pallet, just as it was delivered to you. If you do not have the original packaging, the item cannot be returned. If you have any doubts about your equipment, be sure to store the original packaging and delivery pallet so that they are available in case you wish to request a return.
Exclusions
We do not accept returns for the following items:
- Custom / Made-to-Order Products
- Disposable Towels
- Massage Recliners & Chairs
- Facial Machines & Steamers
- Oakworks Products
Cancellations
If you need to cancel your order, please contact our Customer Service Department (cs@massagetools.com or 1-866-928-9955, extension 3) immediately. We can usually process order cancellations within 1 business day of your original order. If your item ships or enters a shipping queue before you request a cancellation, your order will be refunded less any shipping charges incurred and the 20% manufacturer restocking fee.
**By placing an order on our website, you acknowledge and agree to the foregoing Return & Cancellations policy.**