Fast. Easy. Free. No Minimums. Green Packaging - We strive to minimize waste and lessen our impact on the environment by recycling and repurposing everything possible. Please note that your order may arrive in a slightly used shipping box, or that the materials we use for packing / protecting the product may have come to us in one of the shipments we receive.
MULTIPLE PRODUCT ORDERS & SPLIT SHIPMENTS
For those orders that require multiple packages to be sent, we will generate individual tracking numbers for your review. This may be necessary to protect delicate / fragile products during transport, or due to size & weight restrictions from the carrier. We will always seek to consolidate orders to minimize the environmental impact by way of packaging, transport, etc. Also, we will make every attempt to ship all products contained in the order at the same time. Products that are unavailable at the time of shipping will be shipped as they become available, unless you inform us otherwise. You will only be charged for products contained in a given shipment, and only be charged for shipping at the rate quoted to you on your purchase receipt. The entirety of this shipping charge will be applied at the time of order, and prior to the first product(s) being shipped.
ORDERS SHIPPING FROM OUR WAREHOUSE
We work very hard to ship out all orders as quickly as possible, and ask that you allow 1-2 business days for this product to leave our warehouse after payment is received. That said, 90%+ of orders received before 1:00PM will ship the same day, provided the product ordered is in stock, and the carrier has not made their scheduled pickup. This also anticipates that the weather will support safe access to / from our facility. Most orders received after 1:00 PM will ship the next business day. Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement. We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by MassageStore or other parties only as an estimate. We encourage you to order in a timely fashion to avoid delays caused by shipping and/or product availability.
ORDERS MANUFACTURED ON DEMAND AND / OR DROP SHIPPED
For products that are shipped from the manufacturer and / or need to be made upon being ordered, we ask that you allow for 3-7 business days for it to leave the originating warehouse. There are times when a drop ship order will be in transit within 1-2 business days, but this is not a guarantee.
SHIPPING METHODS & CARRIERS
We use UPS & UPS Surepost, FedEx & FedEx Smartpost, United States Postal Service (USPS), and various Amazon services for shipping. Please note that we can not be held responsible for delays on their part. We will, however, work feverishly to find out what the issue is should the product not arrive on time, or in a damaged state.
Depending on the delivery service used, most items take between 1 and 5 business days to arrive once shipped - perhaps 1 or 2 days longer if you are in an extremely remote area of the United States. We can not be held responsible for weather delays or incomplete / misinformation given to us by our customers. We ask that you please double check your shipping address and make sure it is complete. Please include Street Number, Name, Apt or Suite, Post Office Box, Business Name (if that applies), City, State, Zip Code are required.
There may be times when the product you have ordered is out-of-stock, which will delay fulfilling your order. We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment. You will be provided with a status update, estimated shipping and arrival dates, and you may cancel your order at any time prior to shipping.
To complete your return, we require a receipt or proof of purchase. Our policy calls for our notification within 30 days of receipt of your order, and if this time period has passed, unfortunately, we can’t offer you a return, exchange, or exchange. Also, please note that to be eligible to return a product your purchased from us, your item must be unopened, unused, in the same condition that you received it, and in the original packaging.
PRODUCTS THAT ARRIVED WITH MANUFACTURERS DEFECT / DAMAGED
If, for some reason, your product arrives with a manufacturers defect or is damaged in transit, it will be replaced at no cost to you. Depending on the circumstances, we may ask you to send us a picture of the damaged packaging / product so that a claim can be filed, or to alert the manufacturer of an issue. Please note that origination shipping fees are not charged upon returning a defective product that is based in manufacturing, or failure to function as described upon receipt.
RECEIPT OF WRONG ITEM
Fulfillment mistakes that we make resulting in the shipment of an incorrect product to you will also be accepted for return 30 days from the date of purchase at no expense to you. This includes the original shipping cost to get the product to you as well as any expense experienced in returning the product to us.
GENERAL EXCHANGE / RETURN OF PRODUCTS
For any reason other than a manufacturers defect or damage during shipping, you can return your item(s) for a merchandise / exchange credit, or refund, but only if they are unopened, unused, and in their original / unused condition so they can be resold. You will be responsible for arranging and paying for return shipping of the item(s). Your refund will also have the original shipping cost that we paid to get the item to you deducted. Shipping costs are non-refundable. Please contact us for details at [email protected] or call 732.559.0022 and we will begin the exchange process which will involve calculating the exchange fees. These fees will include new handling and shipping costs based on the product that is ordered as well as the shipping method that is chosen. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval / amount or rejection of your return / refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please note that while we do everything we can to make our return products sellable again, there are times when this is not possible. As per our policies, a restocking fee of 20-50% is deducted from the refund to cover the original shipping costs, the amount of rehabilitation / repackaging needed, and we ask you to assume financial responsibility for shipping the product back to us. In most cases, the restocking fee is 20%, but for items that have been opened and / or used, and can not be resold due to hygiene / safety concerns, such as massage cream or roll on fragrance, the restocking fee is 50%.
20% - Unopened, Unused Items
30% - Opened, Used Items, Unmarked Items That Can Be Repackaged / Resold As New
50% - Opened, Used, Marked Items That Can Be Resold As Used Or Needs To Be Disposed Of
Please contact us at [email protected] for return instructions and to confirm the address you are shipping the product to. While the majority of returns will come to our Eatontown, NJ location, there are circumstances where we will want to ship the product to manufacturer for inspection, or decide that no physical return is necessary at all due to the expenses involved.
If a physical return is requested, please package the product(s) in such a way as to prevent further damage and minimize the restocking fees, if any. Our address is:
MassageStore - Returns
22 Meridian Road - Unit 3
Eatontown, NJ 07724
Please do not send your purchase back to the manufacturer unless specifically instructed to do so.
A number of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additional non-returnable items: Gift cards and Downloadable software products.
Tables, Chairs, Equipment – These items are further subject to the manufacturers warranties and return / refund policies, which are listed on their websites.
Once we receive your return, we will send you the replacement product, authorize a credit, or generate a refund based on your indicated choice. Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-3 business days of initiation. The amount refunded will reflect the adjustments made based on restocking, reconditioning, origination based shipping fees (this reflects the cost of getting the product to you in the first place - shipping is not free to us, and it is included in the purchase price. We have records showing exactly how much shipping cost to get the product to you, and that is the amount we will deduct when making our final calculations. We do not make any money on shipping costs or deductions).
Please note that origination shipping fees are not charged upon returning a defective product that is based in manufacturing, or failure to function as described upon receipt.
There are certain situations where only partial refunds are granted (if applicable):
Books, Flashcards, Posters, Charts with obvious signs of use.
CDs, DVDs, Software that has been opened, shows obvious signs of use.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Any item that is no longer sellable as new.
Items purchased on sale are refunded at the sale price, even if the sale is over when the return / refund takes place.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected] with the subject line 'missing refund'.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.