Customer Satisfaction Policy
Our first priority is customer satisfaction. We constantly strive to give you quick; easy, stress-free shopping that respects your precious time. It is our mission to achieve the best shopping experience for you, and satisfy all customers with our excellent massage products. To that end, we will do everything that we can to ensure that you are happy with your purchase. Typically this customer satisfaction happens naturally, since we sell great products, choose outstanding prices, ship orders promptly, and respond to questions quickly. This policy is your assurance -- and our commitment -- that if any issue comes up, we will do our best to resolve it to your satisfaction.
Privacy and Security Policy
We realize that making purchases on any Web site requires trust on your part. We value your trust highly, and pledge to you, our customer, that we are committed to ensuring the privacy of your personal information, and will use any information you give to us in a responsible manner. You are very important to us, and we are dedicated to providing you with a safe and secure online experience. We respect your privacy. Your data will not be given or sold to any third party. Your online orders are transmitted to us using secure technology, and processed on our secure Web site. In addition, we do not store your credit card information online, so there is never a chance of thieves ever getting to your sensitive financial information. We are serious about data safety and privacy.
In order to prevent fraudulent activities, for any order over $500.00 from first time customers, we may contact you to verify the transaction with your bank or credit card company by confirming your payment information.
We accept VISA, MasterCard, American Express, Chase QuickPay, PayPal, Amazon Payments, money order and personal check. Please note that payment with a personal check requires an additional 7 business days for processing.
Product Guarantee Policy
All of our products include their own product specific Signature Guarantees. Below is a list of the guarantees we are asked about more frequently. Please see the Signature Guarantees tab of each product page for more specific information.
All portable and stationary massage tables include a guarantee of between 90 days and one year for the headrest, arm shelf, and carrying case (if included with the table); a two year guarantee for any upholstery defects; and a ten year warranty for leg and frame defects. Electric tables include a two year guarantee covering defects in all electrical components. Chairs, stools, bolsters, and most massage tools include a two year guarantee covering defects. Towel warmers and warming pads include a one year guarantee covering defects. For more information and details on products not mentioned, please check the Signature Guarantees tab on each product page.
If a defect should arise during the guarantee period, contact us immediately. In general, we will try to send you replacement parts and instructions on how to repair a defective item. We may ask you to e-mail us a picture of any damage to assist this process. If an item is covered under a Signature Guarantee the parts will be free. If you are not able to fix a product please note that you will be responsible for the cost of shipping the product to us. We will repair or replace it and return it to you at no additional cost. Of course you can also bring a product to our showroom for repair or replacement under the terms of a Signature Guarantee.
30-day Money-back Guarantee Policy
All of our products have a 30-day no-questions-asked money-back guarantee. You can return the product for any reason. The returned merchandise is refundable only if undamaged, in new or nearly-new condition, and in its original packaging. For disposable items such as oils, lotions, and creams, the refund will be given only if they are unopened or due to manufacturer's defect. For all sheets, sheet sets and face pillow covers, the refund will only be given if the sheets are not washed. We reserve the right to refuse returns on items that have been clearly damaged or used extensively by customers. Sorry, there is no refund for any shipping, handling, or postal insurance costs.
We normally ship out the same or the next business day if the items are in stock after full payment has been received. More detailed information about shipping is available on our "Shipping Information" page.
General Returns Procedure
If you would like to return part or all of your order please contact our customer service department at firstname.lastname@example.org or 773-764-6542 and let them know what you would like to return and the reason for the return and if you would like a refund or a replacement.
To avoid processing delays, please e-mail the tracking number for your return to email@example.com. Please bring or send all returns to us at the following address and include a copy of your original order number:
Massage Supply Depot, LLC
1419 W. Howard St.
Chicago, IL 60626
Returns Procedure Details
Below, please find more details about our returns procedures which can also be obtained by speaking with our customer service staff.
Damaged/Defective Product Return Procedure
If an item you received from us is damaged or defective we may ask for a photo to facilitate the returns procedure. Please let us know if you would like a replacement or a refund.
For small package returns, we will give you two options to have the item(s) returned.
The first option is to have UPS bring a pre-paid label and pick up the package. Please note that with this option we cannot specify a pickup time.
The second option is to send you a pre-paid UPS label. You will then be able to drop the package off at a UPS store or with a UPS driver if you have regular pickups.
Please let us know what option is best for you when you contact us. However, please also note that if a returned item is not defective when received we will not issue a refund for shipping.
If the return is for a large item such as a stationary or electric massage table we will do our best to schedule the return within a window of time that works for you.
Unwanted Product Return Procedure
If you choose to return an item purchased from our website within thirty days because it does not meet your needs, is an unwanted gift, is no longer needed, or for other similar reasons, we can provide two options.
If you send the item to us or bring it to our store, we will issue a refund for the original product cost and any tax but not shipping costs or associated tax.
If you would like for us to send you a pre-paid return label we can do so. Please note that we will charge a return cost equal to the original shipping cost and will not refund the original or return shipping costs.
Once received, we will inspect the item and process the return. If necessary, we will send replacements as soon as possible. Otherwise, we issue refunds via the same method used to pay for the original order within one week. For example, if you paid for an order with a credit card, a refund will be returned to your credit card account. However, if the refund option has expired, we will issue the refund via check.
Legal Notices and Disclaimers
THE INFORMATION CONTAINED IN THIS WEBSITE IS PROVIDED TO YOU "AS IS," FOR YOUR INTERNAL INFORMATIONAL PURPOSES ONLY, WITHOUT ANY REPRESENTATION OR WARRANTY OF ACCURACY OR COMPLETENESS OF INFORMATION OR OTHER WARRANTY OF ANY KIND, INCLUDING ANY IMPLIED WARRANTY OF QUALITY, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. IN NO EVENT WILL TAO TRADING INTERNATIONAL BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES FOR USE OF THIS WEBSITE OR RELIANCE UPON ANY INFORMATION OR MATERIAL ACCESSED VIA IT OR ANY OTHER HYPERLINKED WEBSITE INCLUDING, BUT NOT LIMITED TO, DAMAGES ARISING FROM LOSS OF PROFITS, BUSINESS INTERRUPTION, OR LOSS OF DATA, EVEN IF TAO TRADING INTERNATIONAL IS EXPRESSLY ADVISED ABOUT THE POSSIBILITY OF SUCH DAMAGES, TO THE FULLEST EXTENT ALLOWABLE BY LAW. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES AND REPRESENTATIONS, SO THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU.
We have recently updated (03/01/2015) our warranties to correlate with individual products. Every item will include an improved policy that will apply to purchases made after 03/01/2015. If you are looking for information about the warranty for orders prior to March 1st 2015, Click HERE
If you have any questions, please do not hesitate to contact us. For our phone number or other information, please see our contact page.