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Returns & Replacements

 

Rental Return Policy

For orders that are picked up, we strive to provide an extra window around the paid rental use days for pickup or dropoff.  If demand is high, the pickup and dropoff window may not be available.  Please ask if you will need additional time to return or pickup your item.  You may be responsible for charges if prior arrangements are not made for early pickups or late dropoffs.

If your item is shipped, we have a date scheduled where the unit is expected to be in the hands of the carrier.  If you do not ship the item back on the selected date, you may be eligible for a refund on early returns, or may be responsible for charges if you return an item late. 

Please call us at 800-687-5199 or us the Contact Us form if you need information about these charges.


Product Return Policy

You may return new, unopened items sold and fulfilled by MassageSupplier.com within 60 days of delivery for a full refund.  If you placed an order for a custom product designed for you, it was shipped from the manufacturer, and we will work with them to help you obtain a refund. If you have opened the item, we need to inspect it before we can issue a full refund, and the item must be re-sellable as new.  

We do require that you get a Return Authorization from us so we know the reason for the return, and can arrange an exchange or refund for you.  To get a return authorization, please Contact Us.

What about the return shipping?

We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.)  We will also be happy to send you a return label for your item.  If you are returning an item that is not defective or in error, your account will be charged a small return shipping fee based on the weight of your item(s).  Standard cost for most small items is $5-$8, but heavy items will be based on shipping weight and dimensions.

How long does it take to get my refund?

You should expect to receive your refund within two to four weeks of giving your package to the return shipper.  In many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (1 to 10 business days, depending on your location), the time it takes us to process your return once we receive it (1 to 5 business days), and the time it takes your bank to process our refund request (1 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item. 

What method of return payment is issued?

In most cases, we'll issue a refund in the same form of payment originally used for the purchase. Credit card and PayPal refunds are the quickest forms of payment to refund.  If you paid directly from your bank account, it may take up to 10 additional business days for the credit to be posted to your bank account. If you paid by check, it may take longer for you to receive the refund so the check can clear the bank and a refund check is issued and mailed to you.

If you used a gift certificate to pay for all or part of an item you want to return, that part of your refund will be credited to your account for use on a future purchase.

How do I get a return authorization?
If you have a return to make or have questions about returning an item, please Contact Us or call 800-687-5199.