FAQ (old) – Wish Rock Relaxation

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FAQ (old)

Is free shipping applicable to Hawaii, Alaska and overseas?

Unfortunately, we aren't able to offer free shipping outside of the continental US.  That being said, we have great relationships with our freight carriers and will extend that savings onto you.  Please contact us for a shipping quote -- we will do our best to accommodate your needs.  

Do you ship to Canada?

We work with a couple of suppliers that have operations in Canada.  Human Touch and uKnead definitely are able to ship to Canada locations.  The Titan family of brands (Apex, Osaki, Kiwami and Titan) ship to Canada, but have several extra charges lopped on from the States making it a challenge.  We have worked with our own freight company that is very capable of getting your item to Canada--that being said, you would be responsible for any Duty/Tax associated with your purchase.

 What is the difference between Curbside Delivery and White Glove Delivery?

We offer free curbside delivery to all locations within the Continental US.  With curbside delivery, your chair is delivered to your door or garage.  We will provide the freight company with your phone number so that they can call you to schedule the delivery.  They will not bring your chair into the house.  You may find having a dolly (or two) on hand to be very helpful to move your chair into the desired room.  Our chairs typically ship in a big box (which has the main body of the chair fully reclined) and two smaller boxes for the footrest and side armrests.

With White Glove Delivery, there is an extra $250 charge.  Your chair will take an extra week to deliver because it first will travel to you with a national LTL Freight Company where it will be transferred to a local company for the "last mile" delivery to your location.  The final delivery company will move your chair into the room of your choice, assemble it, make sure it's working properly and then dispose of all of the packing material if you so desire.  Please make sure to notify us if you have stairs for the delivery company to go up or down--it's even helpful to take a picture of the area if you're in doubt.  The last thing that you want is for them to arrive without the appropriate number of people to safely move your chair into position. 

How hard is it to actually assemble a massage chair?

Don't worry -- you don't need an engineering degree to figure this stuff out!  In fact, I've assembled several myself.  But, it is very helpful to have more than one person available to help, a flashlight and dolly for moving the big box.  You will need to secure the armrests in place and the footrest.  In some cases, you'll also need to install a remote pedestal (just 4 screws where the biggest issue is dropping one of the magnetic screws).  

First, plug your chair in and move it into the upright position with the remote.  Once in the upright position, you can begin the next steps.

In order to secure the armrests, you'll first have to connect the air hose(s) and electrical connection.  Sometimes, the wire/hoses are shorter and it appears to have a tight working space.  This is where the flashlight and extra person come in very handy.  Once the hoses and electrical are connected, you simply place the male end into the female end near the shoulder area and rest the metal rail on top of forearm rail and slide the whole mechanism back into place.  Once it's secured, you'll likely need to screw the arm onto the body.

The footrest typically has 3 connection points.  For the higher end chairs, the footrest may be quite heavy--another place where the second person can come in very handy.

Once you get the hang of it, it's really not that bad.  You should be enjoying your chair in less than an hour!  We've had customers tell us that they were able to be enjoying their chair in <20 min.  In my opinion, trying to recycle all of the packing materials takes much longer than actually assembling the chair.

What happens once you place your order?

Once you place your order and hit the purchase button, you will immediately receive a confirmation e-mail with all of the details of your transaction and we will have pre-authorized your credit card for the purchase.  We then automatically reach out to our suppliers to confirm that your item is in stock and ready to be picked / packed and shipped to you.  :)

Since most of our items are quite heavy and ship via LTL (Less Than Truckload), it could take a day or two for your chair to be loaded onto a truck.  Typically, your chair will be delivered within 7-10 days of your order.  

Note:  even with a tracking or PRO number, it could still take a couple of days for the system to update and show you where your order is.

If for some reason your item is on back-order or unavailable, we will void the pre-authorization on your credit card and send you an email with an estimated shipping date from our supplier and/or offer you other comparable options.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

When will my item ship?

We strive to ship your items as fast as humanly possible--and try to regularly beat our goal of 48 hours.  Many of our items will leave the warehouse the same day that they were purchased (if your purchase is within working hours before noon).  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at info@wishrockrelaxation.com

How do you handle damaged items?

We will do everything possible to ensure that your item arrives in the same condition that it left the manufacturer.  Any product damage or loss is the responsibility of the shipping company, not Wish Rock Relaxation.  We will work with the supplier on your behalf to get your item fixed as soon as possible or a new item if necessary.

BEFORE you sign the shipping weigh bill, please THOROUGHLY INSPECT YOUR ITEM.  Signing for receipt of a damaged product removes the liability of the shipping company and Wish Rock.  Once you accept your shipment as non-damaged, then the item is yours.

What if I change my mind and want to cancel my order?

All orders canceled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped.  If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges and any restocking charges from the manufacturer. Refunds will only be issued to the original credit card that you used when placing your order.

What if I get my chair and decide I don't like it for some reason?

If you receive your chair and aren't quite happy with it, you have the option to return it within 30 days. You will be responsible for packing the chair back up, preparing it for reshipment and any return shipping costs back to the manufacturer. Return shipping costs also include the out-bound shipping--you will be responsible for the shipping cost in both directions.  There will also be a restocking fee of up to 15% depending on the manufacturer.  If you decide to get another chair of equal or more value, we will work with you to try to minimize any restocking fees and return shipping costs.