Shipping & Returns
Shipping & Returns Policies
We know that spending $1000 or more on a brand new beauty spa & salon furniture is a large investment. The Chairs That staff values your time spent to find the best-suited salon furniture for your space by providing you with a professionally curated selection. Once your order is placed, we work hard behind the scenes to get rapid and professional delivery of your new spa furniture order.
Most queries you'll have concerning your purchase will be answered below, but for additional questions, you can always reach out to us!
By ordering with us, you agree to these terms.
We highly appreciate you & your salon business.
Table of Contents
- Special Attention
- Freight Receiving Instructions
- Damaged and/or Missing Boxes?
- Location-Based Freight Surcharges
- Free Shipping
- Colors & Photography
- What happens when I order?
- Will I get a tracking number?
- Making Changes To Your Order
- What about pre-orders or backorders?
- Returns & Refunds
- Can I Cancel An Order?
- How do I return or exchange a product?
- We're here to help!
- To Return An Item
- There is a 25% restocking fee on all returned items
- Manufacturer Specific Return Policies
Freight Receiving Instructions
Please share the following information with anyone who may receive this shipment.
When you received your delivery, do not use a knife to open the packaging. Instead use scissors and be careful with it as to not damage the inside.Please count the boxes and make sure the number matches the B.O.L. or delivery slip. Carefully inspect all sides of each box looking for signs of damage, these can be scratches or dents or torn carton, anything.
You MUST write “Damage” on the freight bill when signing if you are to claim any freight damage. This is crucial!If the shipment arrives without a pallet, shrink-wrap, or straps then please note “possible concealed damage” and contact us immediately. We highly recommend taking pictures of all shipments before removing any packaging material.
Damaged and/or Missing Boxes?
Please follow the instructions below.
- If you see SIGNS OF DAMAGE - Sign “DAMAGED” on the freight bill, accept the entire shipment and contact us immediately.
- Take pictures of all damage from two or more angles before signing.
- Don’t refuse, send back or throw anything away. We will need pictures to identify what is damaged to send you the correct replacement parts.
- Promptly email the photos to us at firstname.lastname@example.org.
- If there are MISSING BOXES - Note the number missing on the bill before signing. Contact us immediately to report it.
- Please open the boxes immediately and inspect the contents inside and out. If there are missing or damaged items, we need to know within 24 hours or you will not be protected.
Please DO NOT sign the freight slip until everything has been checked.
**If you DO NOT follow these instructions, we will not be responsible for any damages, shortages, or other issues with this delivery. You will become responsible for damage and/or missing pieces.**
When you sign the Delivery Receipt without noting any damages, then you are saying that the shipment arrived in good condition and with no missing pieces.
If there is any type of shipping discrepancy such as visible or concealed damage, missing boxes or pallets, etc., the customer needs to contact and report them to us immediately, otherwise, any possible service requests will be denied.
If you are not present during the time of delivery, the freight company will charge redelivery fees which we will have to pass on to you before we can authorize the redelivery.
If we don't handle fast there will also be storage fees and the longer it takes the more fees there will be. If the shipment is being refused for reasons other than shipping damage, then the customer will be subject to a 25%-35% restocking fee according to the manufacturer, plus all applicable freight charges.
Location-Based Freight Surcharges
In rare cases, shipping may be more expensive than the price tag which you see and pay on our site. Why does this occur? What are your choices if it will? Let us explain.
Freight firms occasionally incur extra expenses, since it costs more to send to some addresses over others.
The reasons change but are often due to distant places, narrow country or village roads, higher freight taxation areas, residential addresses, etc... These unexpected surcharges get billed to us.
We will not know whether your address is subject to the extra cost until our staff begins coordinating your purchase when you already paid for it. If you have already been in contact with us prior to placing your order, we might have the ability to notify you before ordering.
Our site presumes your address isn't subject to such extra freight expenses, and roughly 95 percent of the time, that premise is accurate. Thus, shipping prices listed on our site, and paid at the time of purchase, don't include these extra expenses.
For the 5 percent or so that are influenced, there are two or three choices.
1. Ship to a different address. Most frequently, the extra price is because the address is hard to pull a huge truck into - frequently a building that is, or has been formerly a home. In cases like this, they might need to offload your product (s) and load them on a bigger truck, resulting in the extra cost.
The majority of our clients who fall into the class have yet another, more accessible business address. It is possible to just send to the alternative address and prevent the surcharge entirely.
2. Pay the extra fee. Nobody enjoys unexpected expenses. We know that. If we are able to warn you beforehand, we most definitely will!
Thanks for your understanding.
The following conditions apply to all orders which fall under our free shipping promotions.
Our free shipping applies only to addresses that are not subject to location-based additional freight costs. Please see above for more information.
To supply free delivery promotions, we've budgeted a sum which works for 95 percent of our clients. We'd not be in a position to offer you these promotions when we budgeted the sum required to send to all addresses.
We strive to do right by our clients, and we trust you will understand if you're in the 5 percent that's subject to some carry-on cargo fee.
Consequently, if there's a location-based additional price to deliver your product, you will find two choices, as mentioned previously. Please see above for descriptions, however in summary, they're:
- Ship to a different address.
- Pay the additional fee.
Colors & Photography
• Due to photographic and scanning/printing processes, all displayed colors shown may vary slightly from the actual color of the items. We can't be held responsible for that.
• Due to our continuing efforts to develop new and improved products may cause any and all specifications to change without notice.
• Reflected bowl colors not exactly as shown. Glass contains a reflection which refracts different colors
What happens when I order?
When you place your order, you will receive an instant order confirmation. When we receive your order, we will send the information to our fulfillment team for shipment.
If you don't receive your confirmation, please check your spam folder.
Will I get a tracking number?
Of course! We'll send you tracking information as soon as your order is on the truck. The carrier will have an estimated time of arrival for you.
If you don't see your shipment on the carrier's website right away, don't worry. It can take several hours or sometimes longer to go through their system.
Making Changes To Your Order
Once an order has been finalized through the checkout process, the order can still be modified before we capture the payment, unless the payment was made through PayPal or Amazon Pay. However, you’re free to cancel your current order to make modifications and resubmit the order, as long as the order is still in ‘pending’ status (and has not yet entered our production stream). We can agree to changes but we need written agreement from both parties before we can make those changes.
What about Pre-Orders or Back-orders?
In case we have placed a backorder we immediately have to make the payment to our suppliers to assure you are first in line to have the product shipped to you once it's available. Once an order is confirmed the items are kept aside and marked as sold, which means that if the customer cancels the order for any reason you are charged a 25% to 35% restocking fee by the manufacturer.
Our Shipping Options
Our standard delivery service will bring the chair to your curbside or front door, known as curbside delivery. Please, make sure you have some help to bring the items inside since most of our chairs and furniture is very heavy.
How long does my order take to arrive?
Orders are usually shipped from the warehouse within 1-3 business days. Products that are made to order, including all pedicure chairs, can take longer and we will give you an updated timeframe once production has started.
Depending on your location, you can expect your order to be delivered within 3-8 business days after it leaves the warehouse.
Free Shipping Promotions
Our free shipping promotions apply only to deliveries with a minimum of $1000 to commercial addresses within the lower 48 States excluding Canada, Hawaii, Alaska and Puerto Rico. All items, unless otherwise stated, generally ship within 1-3 business days of your payment being received. Special delivery services and fees not included with free shipping.
We do our best to keep prices updated and keep them competitive, but since we offer free shipping on moat of our items sometimes we make an error. When we have to ship to the other side of the country and the product's margins don't allow for us to ship for free we will sometimes request a small additional payment to be still shipped at a very low price. Please apologize us if our pricing turns out to be a little off and we can't possibly ship for free in case we would make a loss. Unfortunately, we can't fulfill those orders, but to make up for our mistake we will still try the best we can to give you the best price on the market. We'll send an offer for your consideration and hope our efforts to research competitors and beat their prices can keep your order with us.
Orders that are custom built according to the wishes of the customer normally take 1 to 3 weeks, but can take 4-6 weeks or in extreme cases up to 8-12 weeks to be manufactured before they ship. This is due to your product being custom-built according to your specific preferences for color and options. It happens that a certain color or part needed to complete a pedicure chair is awaiting delivery or production finish so that they can't yet be implemented in the unit, which results in higher lead times.
Once the order is placed with the manufacturer we don´t have much control over how fast they work and they are also tied to their manufacturing schedule for other customers they have. We definitely chase the manufacturer to make it go as quickly as possible, but can't make it go faster as they work, unfortunately.
Residential Delivery of Commercial Furniture
On orders for commercial equipment, such as salon furniture, there will be an additional charge for deliveries to residential addresses. This is because freight companies charge extra to deliver to residences due to their tight schedule and customers not always being at home to receive their delivery. Also the different sized trucks that are needed for residential areas. Our free shipping promotions assume the cost of delivering to commercial addresses, apart from our residential massage chairs. There is an option at checkout for residential deliveries, please choose accordingly. In case a customer chooses free curbside delivery, but the shipping address turns out to be residential, we will contact you for additional payment.
Please note that if the business is situated within the house or beside the house, freight companies will still consider this as a residential address and will be tagged as residential shipping. For this, you will be required to pay for additional residential delivery cost upon checkout of $197.
Will you bring my chair inside and set it up for me?
We offer inside delivery for all items, but it greatly depends on the location of your business if the freight shipper is able to deliver it inside. In case you chose inside delivery but it can't be delivered inside then we will issue you a refund. We also offer "white glove" delivery on certain items, such as massage chairs for residential purposes. Inside delivery is just that people help bring the furniture inside for you, but they don't help with unboxing or setting it up for you. This is what white glove delivery is and this is mostly available for residential massage chairs. This means our delivery team will bring your chair inside and set it up for you. It does take some extra time to schedule a qualified technician to meet you at your house or business with the chair, so you can expect delivery time to be 10-12 business days. We will call you to set up a time that you will be home.
There is an additional charge for these services, so please make sure you select the option at the time of your purchase.
What should I do when I receive my items?
Go back to read the Special Attention’ section at the top of this page.You'll receive receiving instructions in your order confirmation email. It's very important that you, or anyone who will receive the delivery, reads and follows the instructions. Otherwise, you may be responsible for damaged items.
We currently only ship to the lower 48 United States but do make exceptions for Alaska & Hawaii or Canada. Just reach out before your order and we'll get you sorted. If you want to order but you are located internationally then we suggest to use a shipping company that can help you with that.
We have worked with ShopUSA. We ship to their location and you organize the shipping to your location with them. This has been a smooth process and good experience to ship to our customers in Denmark, Thailand, the U.K., ... Thanks to our partnership with ShopUSA we can now ship internationally to over +150 countries.
Just follow these simple steps:
Sign up FREE today at ShopUSA.com.
Buy products from our website & ship them to ShopUSA at 1424 Baker Road, Virginia Beach, Virginia 23455.
Once your package is received, login to ShopUSA.com & create a ship request to your doorstep.
Receive your products.
Learn more at www.shopusa.com
We are an authorized dealer for all of the products that we carry, and all of our products come with a full manufacturer's warranty. Please see below or the manufacturer’s website for more details.
All items become subject to the manufacturer’s warranty, once the delivery bill has been signed and items are accepted by the customer. Each manufacturer has its own warranty, but generally, they cover manufacturing defects, not damages (see below for damages).
All items are insured when shipped. To claim shipping damages, you must follow our receiving instructions, which will be emailed to you (also below). If you do not follow the instructions and find damages after you accept delivery, all damages will be replaced at your expense.
If you receive a damaged or broken item, we'll make sure you get a replacement or replacement parts of service by the manufacturer. However, you must follow the freight receiving instructions below.
If your item is defective when you receive it, it is protected by the manufacturer's warranty. Just let us know and we'll help you initiate the warranty process with the manufacturer.
There's no need to consider returning an item for those reasons.
If you decide you don't like the item, returns are often accepted, with some costs such as restocking and credit card fees. Returns are not accepted on some items such as custom-built production items.
Returns & Refunds
Can I Cancel An Order?
Yes, but there may be costs.
If we can process your cancellation before your item begins production, you will receive a full refund minus any credit card fees that are not returned to us. In the case of credit cards, there is a 2.9% + $0.30 fee or 3.49% + $0.49 fee with Paypal, or a 5.9% fee with Affirm through Shop Pay or 5.9% through Klarna that does not get returned to us regardless of the reason for cancellation.
Note that in some cases production may start within just a few hours of receiving your order. Unfortunately, if the Manufacturer has already started production before we are able to stop it, you will have to return the item or be charged a restocking fee under the conditions set out below.
How do I return or exchange a product?
Our returns policy is through the manufacturer, meaning that they handle the return - the only part we play is coordinating with them.
Our products are subject to the return & exchange policies of the manufacturer. See below for details.
We're here to help!
We understand the process can seem complicated. If you have any questions, please send us an email at email@example.com. The manufacturers' return policies vary and are subject to change without warning. We won't be held responsible if the customer doesn't understand the return policy for his or her order, or if the specific warranty differs from the general summary below.
To Return An Item
You must obtain a return merchandise authorization (RMA). Contact us and tell us you'd like to return the item and let us know why.
Returns will not be accepted without an RMA.
Returns will only be accepted for items in a new and re-saleable condition. Returns are not accepted on any product that has been assembled or used, such as if you filled and turned on a portable foot spa.
Returns are not accepted on any custom or made-to-order items. This includes all pedicure chairs. Again, if it's not working, there's no need to worry as it's covered by the manufacturer's warranty.
When you receive your RMA, you will be responsible for carefully packing the item in the original packaging, and shipping the item. It must be received undamaged and in sellable condition in order for any refund to be processed.
You are responsible for making sure the item reaches its destination safely. If you send an item back and we do not receive it, we cannot provide a refund of any amount. We highly recommend delivery confirmation and insure the item for the full value.
There is a 25% restocking fee on all returned items
You will be responsible to pay any return shipping costs. If we shipped the item to you for free or subsidized the shipping, we will deduct our original cost of shipping from your refund.
When your return has been inspected and approved, we will refund your original payment method for the amount paid minus the 25% restocking fee, and our shipping costs, if any.
As noted, these rules vary slightly by manufacturer. If you have any questions, just let us know.
Please contact us before filing any chargebacks. On rare occasions we are especially busy and our replies are delayed, but we will always resolve any issues with you as fair as possible
In the extremely unlikely event that you should decide to claim a chargeback (or open an inquiry) with your credit card company (reverse your payment), the following terms (subject to change without notice) will apply:
We cannot issue any refunds or process any returns until your bank has completed its review.
If you win the chargeback, the transaction is complete and final, however we are covered by a 3rd party compliance provider that pursues any civil issues of fraud, including so called 'friendly fraud' committed by our customers.
If you do not win the chargeback, the transaction is complete and final.
Manufacturer Specific Return Policies
AYC (Mayakoba, Berkeley & Dermalogic Brands)
Authorization is required for all returns. No return requests are accepted after 7 business days from the date of delivery. Any products that have already been installed and/or connected to plumbing (including but not limited to shampoo backwash units, pedicure spas, etc.) are ineligible for returns/exchanges.
New unused products in their original packaging may be eligible for a full refund if sent back within 30 days from the delivery date. Returned products without its original packaging, will be subject to a minimum restocking fee of 25%.
Authorization is required for all returns. Please contact Chairs That Give for a return goods authorization number. No returns will be accepted without the return goods authorization number written on the box to be returned. No refunds will be given for opened or used products. Continuum does not accept returns on custom pedicure spas.
Unopened and unused quick ship items will receive credit less a twenty five percent (25%) restock fee. If a returned quick ship item is not in new condition or any parts or accessories are missing, we may reduce the refund based on the condition of the merchandise. The customer is responsible for return freight charges. If a free shipping promotion was applied to the order, the original shipping amount will be deducted from the refund.
New Dir Salon Furniture merchandise may be returned for a refund within 15 days of receipt. ALL Special Order Color & Materials are non-refundable. Other drop ship products are restricted to their own return policies. Return requests MUST be approved in advance and are subject to a 25% restocking fee (if not returned in original packaging and condition) plus shipping charges (both directions will be billed the original shipping cost). Products must be returned in their original packaging - in Like New condition. Refunds are contingent upon Dir Salon Furniture Inspection and approval. All credits will be issued to the original method of payment used (i.e. credit card, store credit, check, etc.). Special Order items are NOT returnable.
Returns will be accepted only with written consent of Gulfstream.
Any items may be returned within 15 days of receipt of your shipment, for a full refund. If there is an error with your order that was made on our part, we will refund the shipping costs as well.
We can only exchange if the items are damaged or defective. Any items returned missing parts, in unsellable condition or more than 15 days after delivery will be subject to a re-stocking fee at Gulfstream's discretion.
You may cancel or change any item from your order as long as it has not entered the manufacturing process. The manufacturing process generally starts 3 days from the time you place your order.
If the item you chose to cancel or change has already entered the manufacturing process but has not begun the shipping process, you can still cancel your order by contacting your reseller. A stocking fee will be charged to you at our discretion. Cancellation is not allowed after your order(s) has been shipped.
If you wish to cancel an order which has already entered the shipping process you may return the item.
All packages that are returned, to us, due to an undeliverable address are subject to a restocking fee at our discretion which shall not exceed the purchase price of the undeliverable item(s). In the case of refusing to accept an order, the purchaser will be deemed liable for cancellation charges. Along with any storage and freight charges, refused orders are subject to a restocking fee at our discretion.
We will notify you via e-mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 to 15 business days of our receiving your return. Please note that we can refund shipping costs only if the return is a result of our error.
Returns Shipping Charges
We cannot provide reimbursement for return shipping charges or refund original shipping and handling fees. If you cancel your order after the item has been manufactured or shipped from the manufacturer, shipping and handling costs will not be refunded.
Packing and Sending Your Return
Upon receipt of our returns instructions via email, package the item(s) securely, and ship it (prepaid and insured) to the manufacturer address as indicated in the email.
The above policies are subject to change without notice.