What do I do if I have a product needs to be repaired?
Please email us at firstname.lastname@example.org with the issue and pictures of the issue (if possible) that we can identify the problem and solution right away. Kindly also include your phone number and location in the email that our technical department will contact you as soon as possible to arrange repair. Kindly note that our office hours are 10am to 6pm from Mondays to Fridays Pacific Times. Closed on Saturday, Sundays & Public Holidays.
For massage chair repairs, the technical department will schedule on-location services that they will visit in-house to do repair and maintenance.
For other products, kindly email us and we will send you a return shipping label that you can send it to our Service Centre at no cost or if you prefer, you can also drop it off at any of the OSIM locations.
What are the charges I have to pay if the product is out of its warranty period?
Product service charge varies for products and will be informed when our technical department do a preliminary assessment. If spare parts are required to facilitate the repair, the technician will inform you of the spare parts charges before commencing the repair with your consent.
Can I purchase spare parts to do my own repairs?
In an effort to maintain the quality of our products, the company does not sell spare parts directly to customers without a product evaluation by our technicians. Likewise, we do not recommend repairs by non-authorized personnel. Do note that any unauthorized repairs will void the warranty of your product. We take pride in serving you so please let us know directly if you require assistance.
What should I do when my OSIM massage chair is having problem?
You can refer to the Operation Manual for the possible causes and trouble-shoot actions. If the problem persists, please contact us at email@example.com with description and pictures of the issue (if possible) that we can identify the problem and solution right away. Kindly also include your phone number and location in the email that our technical department will contact you as soon as possible to arrange in-house repair.
Does my massage chair has warranty?
Yes, all our products come with free 1 year full coverage warranty.
Can I purchase extended warranty for my massage chair?
Yes, you may do so anytime as long as it is still within the first two weeks of purchase.
How much is the extended warranty and what does it covers?
The 1 year warranty is free and it is full coverage. The extended 2 years full coverage warranty can be purchased at 10% of the unit price ( 3 years full coverage in total).
Can my OSIM product purchased in Canada be repaired overseas if it is still within warranty?
The company will definitely honour all warranty terms and commitments if the product (purchased from an OSIM Store located in Canada) is located in Canada. We will do our best to provide assistance but note that any products requiring repair assistance BUT transited out of the country of original purchase will be subjected to costs of freight, custom/government taxes, service charges, delivery/collection charges, spare parts charges and/or any charges dictated by the regulations/policies of the country that the product is residing in.
What are your operating hours?
Office hours: 10am to 6pm from Mondays to Fridays Pacific Times. Closed on Saturday, Sundays & Public Holidays.
How long does it take for my order to be processed and shipped out?
Once the order is placed, we will review, process and arrange delivery within 1-2 business days if the item is in-stock. If the order is placed during the weekend, we will process it on the next business day.
However, bank transfer and eCheck will take up to 10 business days, because we cannot process the order until the payment has been released from your financial institution.
Can I order a massage chair and have it delivered at later date?
Yes, you can order a product first to get a hold of the colour and have it deliver to you at a later date. Please contact us at firstname.lastname@example.org when placing the order.
What is your online return policy if the product is not suitable for me?
We want you to be happy with your purchase, please contact us at email@example.com and we will look for a solution with you first if you find the product is not suitable for you. However, if you are still dissatisfied with your online orders, we can issue a return and refund within 14 calendar days of receiving the shipment. The product must be in its original condition and packaging. Once your return has been received and inspected, we will issue a refund, less return shipping costs and a 15% re-stocking fee unless the product is defective or the return is a result of an error by OSIM. Refunds will be provided in the same way that the initial payment was made.
Please contact us at firstname.lastname@example.org before shipping back the returned item. For the safety of our employees, any package received without a return arrangement will be rejected.
How do I exchange the product if the product is defective?
If you have received a damaged or defective item, please contact us at email@example.com within 14 calendar days of receiving your shipment. We will send you a replacement of the same or similar product at no cost.