Frequently Asked QuestionsMuch of this information is located throughout the site, but we've put it all in one place for easy reference. If you still have a question or think we should add something please contact Customer Service.
How long will it take for my order to ship and arrive?
Our Shipping Calculator will give you an accurate ETA based on processing lead time and time in transit to the ship-to zipcode. 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.
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). Please refer to the estimated arrival date during checkout or while using our Shipping Calculator. If you supply an incorrect address and the shipping company makes an address correction, you will be subject to a $13 correction fee for ground packages and a $20 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 #. Or you can check your order status online. Online Order Status
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?
Which credit cards do you accept?
We accept Visa, Mastercard, American Express, and Discover. We also accept PayPal and Bill Me Later extended payment option through PayPal. MassageTools also offers flexible financing through our equipment financing partners
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?
MassageTools.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.
Customers choosing to refuse an order will be treated as a refund under our return policy. Refused shipments are also be subject to original and return shipping fees charged by the shipping company.
30 Day Return Policy: (non-defective merchandise) Most products may be returned within 30 Days (exceptions are listed below). 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 & Chairs – 20% restocking fee
Disposable Towels - No Returns (perishable item)
Massage Recliners & Chairs – No Returns
Electric & Stationary Tables – No Returns
Facial Machines & Steamers – No Returns
Unwrapped CD's and DVD's - No Returns
Opened containers Massage Oil, Lotion, Cream - 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 MassageTools.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 add items to the cart, proceed to checkout and print the final page as a mail order form. Send a check or money order along with order form to the address below. Please include a telephone number for contact and e-mail if you would like to receive a confirmation of your order.
Sundaes Novelty, Inc
Attn: MassageTools.com Division
5910 Sea Lion Place #160
Carlsbad, CA 92010