Shipping

We can ship to virtually any US address. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates based on the availability of your items and the shipping option you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. 

Please also note that the shipping rates for many items we sell are weight based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

White Glove Service on weekends may incur an extra charge.

 

Return Policy

Our 30-Day Return Policy

Your satisfaction with purchases made at Ootori is our primary concern. Purchases from www.ootorihousehold.com can be exchanged or refunded within 30 days of the date of receipt of your purchase. Returned items must be in “like new” condition: be clean and free from stains and odors. All the original packaging material must be included.

CUSTOMER CONSENTS TO THE FOLLOWING:

Customer must fill in a Warranty Information Form and prominently display the product tracking number on the shipping label of the boxes containing the returned product. Click here to download our Warranty Information Form.

Customer is solely responsible for shipping any returned product to Ootori.

Customer agrees to use only reputable carriers (such as USPS, UPS or FedEx) capable of providing tracking numbers and proof of delivery.

Customer is responsible for shipping charges back to Ootori.

Customer must ensure that all returned products are 100% complete, in resalable condition, and include original packaging material, manuals, and other accessories provided by Ootori.

If any component of the return product is missing, Ootori’s Return Procedure will be breached, and Ootori will reject the entire return or may choose to impose additional charges (i.e., a 15% restocking fee) against the customer for replacement of the missing component.

Original shipping fees are non-refundable.

Refunds will be issued in the same manner as the purchase was made except for cash purchases, which will be refunded via check. All check refunds are processed and mailed within 10 days. If the purchase was made via credit card, you will need to present the credit card used to make the purchase in order to receive a refund.

While we try to ensure accuracy, we reserve the right to correct any errors in pricing or descriptions, and to cancel or refuse to accept any order based on an incorrect price or description. Such corrections may be made even after an order is accepted. 

Exchange Policy

Customers have 30 days to exchange their massage chairs for another model. The customers are responsible for return shipping fees and the possible 15%-30% restocking fees. If the massage chair is defective at the time of delivery, we will exchange it for the same model with no additional shipping costs with proof of the defect shown to our main office.

If an exchange occurs in a non-defective chair, there is no option for a return. If you have exchanged a massage chair for a different model and still aren't satisfied, you can either exchange the chair for a similar model of the same brand, or return the massage chair to receive a refund, minus the shipping and restocking fees.

 

Warranty

The standard warranty is different for all products. Please check the product warranty for each product. Warranty period and conditions may change due to the deal you agree to when you purchase the product(s). Likewise, if we are having an open box sale with 1-year warranty conditions for a massage chair, the standard warranty does not apply. 

What Is Covered?

This warranty explicitly covers all parts, labor and the framework of the chair.

In the first year, this warranty includes the charges for parts and labor at no cost to the customer.

three (3) years.

The additional extended warranties include parts and labor costs covered at no charge to the customer. 

What Is NOT Covered?

This warranty does not include any shipping expenses incurred.

This warranty does not include normal wear and tear, including Velcro or zipper malfunction, or tears in any fabric covering that are the result of abuse.

The warranty shall not apply if the product has been damaged physically, whether intentionally or due to accident or neglect; including stains, fluids, mold, water damage, animal damage, cuts or burns; or is otherwise unsanitary, damaged or soiled.

Implied Warranty & Other Damages

Any implied warranties shall be limited to the duration of the 1-year portion of this limited warranty, and with regard to structural framework, limited to the duration of the 3-year portion of this limited warranty.

By making a purchase, you agree that OOTORI LLC will not be liable for any items damaged and/or lost while en route to the specified address. Any claims for such loss or damage must be addressed and resolved with the designated carrier.

In no case will OOTORI LLC be liable for incidental or consequential damages, whether such damages are claimed on account of breach of warranty, breach of contract, negligence or strict/product liability, including without limitation, damage to property (other than the product) or other economic losses.

Cancellations

If you want to cancel your order after your massage chair has shipped, you will take responsibility for any shipping charges for all orders, including free shipping orders. The usual shipping charge in the US is around $300 one way. White glove service is also not refundable.