Shipping Issues

1. How long will it take to get to me?

Massager Machines and More ships UPS ground daily out of Torrance California. If you are in California, shipping takes about 1 business day, and about 2 or 3 at most to the west coast and close states. It can take up to 7 business days to the far east coast but usually closer to 5 business days. UPS doesn't deliver to residences on Saturdays. We will send you a tracking number as soon as your item ships so you can track the progress as well.

Expedited shipping is available as well. IMPORTANT! 2nd day air means two business days from the day it ships. (ex: Shipped Wednesday= Friday arrival; Shipped Friday= Tuesday arrival). The time the order is placed affects shipping date as well. If you need a package delivered in fewer days, call to see if there are other options.

Orders to Canada go USPS and take from 5 to 14 business days normally depending on how long it gets stuck in customs, something we are entirely unable to control. Closer to the Christmas season it can take almost a month to get to Canadian addresses so plan accordingly if it needs to get there by Christmas.

2. How Do I get Free Shipping?

Massager Machines and More offers Free UPS Ground Shipping on all orders over $125 within the contiguous 48 states. If the order is under $125, there will be a Standard Shipping charge of $9.95 added to your order at checkout.

3. Shipping to Alaska and Hawaii and Puerto Rico

Hawaii, Alaska, Puerto Shipping Policy: We ship your orders USPS priority and extra shipping costs are involved. The extra shipping fees will be added to your cart when you checkout.

4. Shipping to P.O. Boxes

We do ship to P.O. Boxes, however, we cannot use UPS to ship to PO Boxes so your order might take a little longer to get to you. Also, shipments going to PO Boxes will involve an extra $5.00 handling fee. We are not responsible for delays when a P.O. Box address is used.

We highly recommend that you try to provide us with a street address (or have your item shipped to your office / workplace).

5. Shipping to Canada

We do ship most everything we have to Canada.

CANADA ORDERS: ORDERS TO CANADA MAY BE SUBJECT TO SPECIAL TARRIFFS, TAXES AND DUTIES THAT THE CUSTOMER IS RESPONSIBLE FOR PAYING WHEN THE ITEM ARRIVES IN CANADA. PLEASE BE AWARE OF THIS AS WE WILL ONLY TO BE ABLE TO REFUND YOU THE AMOUNT OF YOUR ORDER MINUS ROUND TRIP SHIPPING CHARGES TO AND BACK FROM CANADA IF YOU REFUSE THE ORDER BECAUSE YOU DON'T WANT TO PAY THE TAXES OR DUTIES.

IMPORTANT - PORTABLE STEAM SAUNAS AND MASSAGE CHAIRS CANNOT BE SHIPPED TO CANADA.

6. Massage Chair free shipping and "White Glove" shipping

Free Shipping offered on large items such as massage chairs is limited to Curb Side Service, and goes out by a special cargo company.

Curb Side Service means that the item will be delivered to the desired address only. This basic service does not include removing the item from the truck, carrying the item into a building, nor does it include any setup of the item.

Therefore deciding on this service, means that you are prepared to have this item removed from the delivery truck and brought up stairs if there are any by your own means.

We offer our *White Glove Delivery* service for more convenience to our customers who order large items. This service is provided for about an additional $150.00, with an average additional fee of $100.00 if there are stairs involved. In addition, this service does not include any removal of old items. Ex. If the ordered item is a new massage chair intended to replace an old one, the transportation company will not remove the old one for you.
*White Glove Delivery* includes:
1. Delivery to the building
2. Carrying the item into a building
3. Set-up of item
4. Removal of packing materials

7. Refusing a shipment

You can, of course, refuse a delivery.
If you're refusing it because of an error we made, we will of course refund you fully when it arrives back at our warehouse.

If you refuse it for any other reason, we will refund you the item price minus any shipping we paid to send it to you (in the event that it was free shipping) and what it cost us to get it back to us.

8. Your delivery address

Please take care when entering your shipping address. Packages that are undeliverable as a result of a shipping address that cannot be located despite best faith efforts will incur an additional ship-back fee in the amount of the order's shipping cost.

9. UPS and signatures / lack of signatures

Shipments from UPS generally require a signature upon receipt. In certain areas they don't, it's up to them. If you specifically want them to demand a signature or specifically DON'T want them to, please write that in the "special comments / notes" section at checkout. In the event that UPS does require signatures in your area, and if you are not available when UPS attempts to deliver your package, you will receive a notice with options for picking up your package from your local UPS shipment center or having the package delivered again at an alternate time (or to an alternate address). UPS will attempt to deliver your package three times before giving up and returning the package back to us.

Return Issues

1. Massager Machines and More 30 day satisfaction returns (applies to all returnable items except Massage Chairs)

We understand that picking an item online can be hard, so we created the MMM 30 Day Money Back Guarantee. If for any reason you wish to return your item, simply call us toll-free at 1-800-438-8143 for a return authorization number (RA).

IMPORTANT: We will refuse ANY and EVERY item returned without an RA number because we have no way of tracking it in our system. Your Return Authorization number helps us match your returned item to your order in our system. Please note that it is not related to a shipping or tracking number and will not be recognized or used by USPS, UPS, or any other shipping company.

Return shipping labels are only provided for items that are defective within 30 days of purchase. Return shipping charges for non-defective items are the responsibility of the customer. We are happy to work with you to find the most cost-effective way to return.

**HINT: Shipping rates change frequently but we generally find that the cheapest shipping is through your local Post Office when you select "USPS Parcel Post". Be sure to add Insurance because we can't replace or refund items that we never receive. Many of our customers also like to add Delivery Confirmation or Return Receipt services for more detailed updates.

PLEASE UNDERSTAND: Many of our products are offered with free shipping. Please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your return refund. You will also be responsible for shipping the merchandise back to us. All returns must be in the original condition and packaging.

For hygienic reasons there are some products we don't accept back under that satisfaction agreement and those products will say they are not returnable in the in the "Warranty" section under the "Add to Cart Button".

How to return under these terms:
**Requests must be made within 30 days of receipt of item
**Return shipping charges are the responsibility of the customer
**Place item back in original, undamaged packaging
**Make sure all original parts, including manuals, are included
**We will refund your credit card in the amount of the product price, less shipping/handling costs and 15% restocking fee, upon our receipt of the item IN GOOD WORKING CONDITION, UNDAMAGED INCLUDING BOX AND MANUAL.
**You will receive email confirmation of your refund.

2. Defective returns (Other than Massage Chairs)

If your item is defective within the first 30 days or arrives defective, call or email in and we will issue you a Return Authorization number and send you a UPS ground return label at our cost by email or fax. If you decide to email us, please provide your order details in the email to better assist us in processing your return.

If you do NOT have an email address, please call our Customer Service Department VIA TOLL FREE PHONE NUMBER 1-800-438-8143 (Mon.-Fri. 10:00a.m. - 5:00p.m. PST)

When you call to receive your Return Authorization Number, please have your shipping information handy to assist our Customer Service Representative. This includes:
**Purchaser's Name
**Shipping Address
**Purchaser's Phone Number
**Requests for refunds or replacements must be made within 30 days of receipt.
**Place items back into original packaging
**Include all original parts, accessories, manuals, etc.
**Merchandise that becomes defective after 30 days is subject to Manufacturer's Warranty, if applicable. These items must be returned to the manufacturer for repair or replacement at manufacturer's discretion, contact us for instructions. Be aware that many manufacturers don't offer free shipping when fixing or replacing an item.

If you need your proof of purchase we'll be happy to provide you and the manufacturer with a copy of your receipt.

3. Massage chair returns

To insure free return shipping on damaged chairs, NOTIFY US WITHIN 48 hours after delivery of any damage.

4. Non-returnable items

Due to health codes and customer safety, personal care and perishables can only be returned in unopened, unused original packages. This includes, but is not limited to: pillows, food items, facial massagers, footwear, eye massagers, creams / lotions, items that are designated as non-returnable for hygienic reasons. See each product page for specific return restrictions.

5. If we've made a mistake and shipped the wrong item:

This RARELY happens (and heads roll when it does) but if it does, call us or email us, we'll take care of everything at our cost.

Refunds

1. How long does it take?

Once we have received and processed the returned merchandise with the RA number, we will notify you via e-mail or telephone regarding the refund. We will issue a refund within 14 business days in the same manner of payment originally used for the purchase.

2. What do I get back?

If you've returned a non-defective item, you'll get back the price of the item minus any shipping we've paid for plus our 15% restocking fee. All returned items that have been opened are no longer sold as new at our shop and the 15% covers the losses we take on the item rather than being a profit for us. We are happy to provide an itemized breakdown of your refund before you return your item(s).

3. How long will it take to get back into my account??

Once we've processed the refund, we immediately process the money out of our merchant account and that will send you an automated emailed letting you know. After that, depending on YOUR BANK, your bank can take up to 30 days to remit it to your account even though it has already been moved out of ours (the instant the email is sent to you.)

Warranties

1. Massager Machines and More 30 day satisfaction policy:

Massager Machines and More 30 day satisfaction returns (applies to all returnable items except Massage Chairs)

We understand that picking an item online can be hard, so we created the MMM 30 Day Money Back Guarantee. If for any reason you wish to return your item, simply call us toll-free at 1-800-438-8143 for a return authorization number (RA).

IMPORTANT: We will refuse and item returned without an RA number because we have no way of tracking it in our system.

Many of our products are offered with free shipping. Please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your return refund. You will also be responsible for shipping the merchandise back to us. All returns must be in the original condition and packaging.

Merchandise that becomes defective after 30 days is subject to Manufacturer's Warranty, if applicable. It must be returned to the manufacturer for repair or replacement at manufacturer's discretion. Feel free to contact us for information on how to contact them. Be aware that many manufacturers don't offer free shipping when fixing or replacing an item.

2. Manufacturer's warranties:

The length / availability of manufacturer's warranties is listed under the "Add to Cart" button on every product page, and varies according to item and manufacturer. All merchandise that becomes defective after 30 days is subject to Manufacturer's Warranty, if applicable. It must be returned to the manufacturer for repair or replacement at manufacturer's discretion. Feel free to contact us for information on how to contact them. Be aware that many manufacturers don't offer free shipping when fixing or replacing an item.

Payment Methods

1. Credit cards:

We have a certified secure payment gateway that accepts Visa, Master Card, Amex and Discover.

2. Paypal

You can use the Paypal checkout option and either enter your credit card info there or pay directly from your Paypal account, it's up to you with what you feel most comfortable doing.

3. Bank issued money order

We do accept Bank issues money orders. Here's how that works; You place your order online, choose "Bank issues Money order" as your payment method, then send in the total invoice amount to the address on the invoice. We will deposit the check into out bank account and when it clears we will ship you your item.

Card Decline Issues

If your card has been declined on our site: How Does Online Shopping Work? Understanding Credit Card Transactions; the Authorization and Capture Process.

A. The first step of an online Credit Card Purchase is the Authorization Step. This is when you enter your Credit Card information and place your order online and get emailed a receipt. When our gateway checks your card for all the fraud issues and finds it to be a good card, your bank then immediately places a hold on the funds in your account and sets those funds aside for the online shop. The online shop (Artisan Socks, Amazon, Zappos..) does not yet get the funds, but your account appears to have been charged and you cannot access those funds. Allow me to repeat this; The money is being held by YOUR bank until the Capture Stage which we never reach if your oder was declined or voided.

A. The Capture Stage is when we (the online shop) actually get the funds from your bank and transfer them into ours.
This happens only on the day that your order ships. The funds that were authorized and set aside for us are then collected by us, and we send you your item.

A. The point of the Authorization-Capture Process is to protect both you and the online store.
Your bank shows your account as charged so that you consider those funds as gone, yet we don't get them until they day we ship.
(Did you know that this is the law? We can't take your money into our account until we are ready to send you your goods) so that we never have your money without immediately sending you your product.
Also we never ever have your Credit Card information on file. Once you place your order, your personal information is protected so that even we cannot look at it.

A. For several reasons, but mostly so you don't panic, and also so we can help you with YOUR bank if we need to.
Confusing? Let me try to explain a little more.
Our gateway, or the program / bank resource that checks your credit card's address and other information for validity is often much stricter than your bank. Scary but true.
In some cases, you will try to place aqn order with us, but the order will be declined because some information you gave us didn't match what the central gateway has on file for you. Maybe you moved recently and the banks still have your old address on file, maybe your CCV code was worn and you mis-read it, any of those cases will result in a DECLINE by our merchant account.
Once you order is declined, we no longer have any access to your credit card details and all our account shows us is a "Declined" message. We can't go in at a later time and capture these funds; they're gone to us for good.

Your bank may show transactions like these (ones declined by our gateway for security reasons but that your bank allowed), as well as orders placed then cancelled as "Authorizations" meaning they (YOUR BANK) are freezing these funds (I can not stress this enough, in this situation we don't have your money, nor do we have access to it!). Uncaptured Authorizations fall off in a few to 30 days in general. If you need that money freed up for personal use sooner, YOU MUST HAVE THE CARD ISSUING BANK CALL US FOR A CONFERENCE CALL SO WE CAN GIVE THEM THE DECLINE CODE AND TRANSACTION ID. WE CAN NOT CALL THE BANK ON YOUR BEHALF BECAUSE WE DONT HAVE YOUR CARD INFO AND THEY WILL NOT ALLOW YOU TO AUTHORIZE REMOVING THE AUTHORIZATION!! Still have Questions? Call Our Toll Free Number and we'll be happy to help.

Protecting Privacy

1. We don't store credit card numbers

We take security very seriously. For your protection, we store no credit card numbers, and all numbers entered on our site go through a secure gateway that handles the transaction.

2. We protect your personal information and never share it with sources other than those needed for shipping such as UPS and USPS

We only give your name, address and phone number so the delivery people can contact you about deliveries. See our entire Privacy policy here »

Who / Where is Massager Machines and More

Tell me who you are and where you are!

We are located in Torrance California with our warehouse and customer service office at 1218 El Prado Ave. Suite 128, Torrance CA, 90501 (Don't send items back to this address without an RA number! We'll have to refuse them. See Returns on this page for more information.)

Massager Machines and More has been online since 2003 and lives to bring you fun and relaxing health goods.

Our warehouse is clean and carpeted and we take customer service and quality seriously. Here's a little more about us

Are your products Refurbished? (Hint, the answer is NO)

NO! All our products are new in the box unless they are sold from a special separate page marked "Open Box".
"Open Box" means just that; the box has been opened for either photographing or is a gift / item unwanted by the person who received it and sent it back.
We will never sell an item that a person has opened as a new item, so these "Open Box Specials" are a chance to get a great deal on our items that have been tried out, but are in great working condition, clean, and not refurbished.
Our Open Box item special section can be found here »