FAQ – Frequently Asked Questions
Delivery & White Glove Installation
What are your typical lead times?
Lead times vary by product and availability. In-stock items typically ship within 3–7 business days. Made-to-order or specialty items (such as custom saunas) may take 4–8 weeks. You will receive a tracking number and delivery confirmation once your order ships. For the most accurate estimate on a specific product, please contact us before ordering.
What is white glove delivery?
White glove delivery means our delivery team brings your product inside your home, places it in your room of choice, performs full assembly, and removes all packaging materials. This is included or available as an add-on for most large items such as massage chairs and saunas.
Can you deliver to an upstairs room?
Yes, in most cases we can deliver to upper floors. Please note that staircase delivery may require additional coordination and, in some cases, an additional fee depending on your location and the size of the product. Please contact us in advance so we can plan accordingly.
Do you deliver across Canada?
Yes, we ship across Canada. Delivery timelines and white glove availability may vary by region. Please contact us for details specific to your area.
Financing
Do you offer financing?
Yes! We offer flexible financing through Affirm, allowing you to split your purchase into manageable monthly payments. You can apply directly at checkout with no impact to your credit score for checking your rate.
What financing terms are available?
Affirm offers a range of payment plans depending on your purchase amount and credit profile. Terms typically range from 3 to 36 months. Visit our Customized Funding page for more details.
Is a deposit required?
For certain made-to-order or pre-order items, a deposit may be required at the time of purchase. The remaining balance is collected prior to delivery. Details will be clearly communicated at checkout or by our team.
Can I use financing on floor models or open-box items?
Yes, financing through Affirm is generally available on all eligible purchases, including floor models and open-box units. Eligibility is subject to Affirm's approval.
Warranty & Protection Plans
What warranty do your products come with?
Most products come with a manufacturer's warranty. Relaxacare also offers an exclusive 10-Year Warranty Protection Plan on select products, giving you long-term peace of mind on your investment. See our 10-Year Warranty Protection page for full details.
What does the 10-Year Warranty cover?
Our 10-Year Warranty Protection Plan covers parts, labour, and structural defects for eligible products. Coverage details vary by product category. Please refer to the warranty page or contact us for specifics on your product.
How do I make a warranty claim?
To submit a warranty claim, visit our Warranty Claims page and complete the claim form. Our team will review your submission and follow up within 2–3 business days. Please have your order number and proof of purchase ready.
Does the warranty transfer if I sell the product?
Warranties are generally non-transferable and apply to the original purchaser only. Please contact us if you have questions about a specific product's warranty terms.
Floor Models, Open Box & Demo Units
What is a floor model or open-box unit?
Floor models and open-box units are products that have been used for display or demonstration purposes, or returned in like-new condition. They are thoroughly inspected and cleaned before being offered for sale at a discounted price.
Do floor models come with a warranty?
Yes, floor models and open-box units typically come with a warranty, though the terms may differ from a brand-new purchase. Warranty details are listed on each product's page. Contact us if you have questions about a specific unit.
Are floor models in good condition?
All floor models and open-box units are inspected and graded before listing. Condition details (e.g., Like New, Good) are noted on the product listing. If you'd like more information or photos of a specific unit, please reach out to our team.
Returns & Exchanges
What is your return policy?
We want you to be completely satisfied with your purchase. Please review our full Return & Refund Policy for eligibility, timelines, and conditions. Due to the size and nature of our products, returns must be arranged in advance with our team.
Do you offer a buy-back program?
Yes, Relaxacare offers a buy-back program on select products. If you'd like to upgrade or return a product you purchased from us, contact our team to discuss your options. Eligibility and buy-back value depend on the product's condition and age.
How do I initiate a return or exchange?
To start a return or exchange, please contact us directly by phone or email. Our team will guide you through the process, arrange pickup if applicable, and ensure a smooth experience.
Product Questions
Where can I find product dimensions?
Dimensions are listed on each product's detail page. If you need additional measurements or have questions about fit for a specific space, please contact us and we'll be happy to help.
What are the power requirements for massage chairs and saunas?
Most massage chairs operate on a standard 120V outlet. Saunas may require a dedicated 120V or 240V circuit depending on the model. Power requirements are listed on each product page. We recommend consulting a licensed electrician before installation of larger units.
What is EMF and how does it relate to your products?
EMF (Electromagnetic Field) refers to the low-level radiation emitted by electrical devices. Our infrared saunas are designed with low-EMF heating panels to minimize exposure. Specific EMF ratings are available on individual product pages or upon request.
Can I try a product before buying?
We occasionally have demo units available. Contact us to inquire about in-person demonstrations or showroom availability in your area.
Still have questions?
Our team is here to help. Contact us by phone, email, or live chat and we'll get back to you as quickly as possible.
