Shipping policy

1. Delivery destinations

• Contiguous United States and Washington, D.C.: Delivery is free to the 48 contiguous states and Washington, D.C., subject to the Cozzia restriction below.
• Alaska and Hawaii: Delivery costs $1,500 for each massage chair. The charge appears at checkout. We confirm which delivery service is available at your address before shipment. Cozzia products are not eligible for delivery to either state.
• Unsupported destinations: We do not deliver to Puerto Rico, Guam, the U.S. Virgin Islands or any other U.S. territory; APO, FPO or DPO addresses; post office boxes; or addresses outside the United States. An order for one of these destinations will be canceled and refunded in full.
• Forwarding and reshipping addresses: We may verify or decline an order using a freight forwarder or reshipper. Once delivered to the U.S. address on the order, we are not responsible for subsequent transportation, export, use abroad or damage occurring after that delivery.

Cozzia is available for California delivery only. House of Massage Chairs does not ship or deliver Cozzia-branded products to addresses outside California. This brand-specific restriction applies to both online and showroom purchases, including delivery of a Cozzia replacement through a swap, upgrade or trade-in. It takes priority over the general delivery areas and free-delivery statements above. If an order requests Cozzia delivery outside California, we will decline or cancel that order and refund any payment collected for it in full.

Svago recliners: We can ship Svago recliners to eligible U.S. delivery addresses outside California. Svago is not limited to California delivery. The applicable delivery method and any additional service are stated on the product page or in a written quote. For recliners and other items outside the massage-chair delivery schedule, any destination-specific charge is disclosed at checkout or agreed in writing before order acceptance; it is not added after acceptance without your agreement.

2. Delivery charges and related fees

For a new purchase delivered within the contiguous United States, no delivery fee is added at checkout. This includes the delivery method we select for the product and White Glove service on eligible chairs. Cozzia delivery is available only within California.

The following charges apply only in the stated circumstances. Related details appear in our Returns, Swaps & Cancellations Policy and the Upgrade Program in our Terms and Conditions.

There is no pickup or delivery charge for an eligible online 30-Day Swap within the contiguous U.S. Showroom purchases do not qualify for that program. Paid upgrades have the quoted fees even when requested within the first six months. Alaska and Hawaii return, swap and upgrade collection costs are quoted in writing before scheduling. Contingent transportation charges are disclosed before purchase and applied only when the stated customer-related event occurs and the charge is lawful. A company-caused failure, qualifying arrival defect or mandatory no-fee remedy is not charged as a customer delivery failure. The California-only Cozzia restriction continues to apply.

3. Order preparation shipment estimates and delays

Full payment is required before a delivery appointment is arranged. We ordinarily prepare an in-stock order within two business days after payment clears. Business days are Monday through Friday excluding U.S. federal holidays. Delivery generally takes 5-14 business days after shipment. Product-specific availability or a different date expressly agreed before purchase controls where applicable.

These are estimates, not a promise of a particular arrival day. Carrier capacity, safe access, weather and holiday volume can affect timing. We must nevertheless have a reasonable basis for any shipment representation. Internal payment clearing, verification or scheduling procedures do not restart a legally applicable shipment deadline for a properly completed order. If no shipment time is stated for an order subject to the FTC merchandise rule, its applicable default shipment period controls.

Delay notices and cancellation: If we learn that we cannot ship within the stated or legally required time, we notify you by the applicable deadline, explain the delay, give a revised shipment date if available, and provide a way to cancel for a full refund without a penalty. We obtain consent to wait when required. If the revised date is unknown, an additional delay occurs, or express consent is required, we do not assume consent from silence. If we cannot fulfill the order or required consent is not obtained, we cancel and issue the required prompt refund to the original payment method within the legal deadline. Any right to cancel an indefinite delay continues as the law provides.

A showroom, special-order or clearance label does not remove an applicable delayed-shipment or non-delivery remedy. A delivery estimate does not authorize indefinite delay. Contact us for available tracking or delivery information; a printed label alone does not mean the carrier has received the chair.

4. Making a delivery appointment

Our delivery partner will call, text or email to arrange a delivery window. Keep your contact information current. Someone age 18 or older must remain at the address throughout delivery.

Give us at least 24 hours' notice to change or cancel an appointment. Shorter notice or a missed appointment may result in the redelivery fee in section 2.

If we cannot reach you to schedule delivery within 30 days after our first contact attempt, we may suspend scheduling, notify you and, if the order cannot be completed, cancel it. If we cancel an unshipped order, we refund the amount paid without a cancellation fee. A shipped order is resolved according to its recorded sales channel, the applicable policy and legal rights; inability to schedule does not automatically create a voluntary showroom return right.

5. White Glove delivery and setup

For deliveries within the contiguous United States, a new massage chair purchase includes White Glove delivery at no extra cost except for the Solara. Upgrade orders are charged as stated in section 2. Cozzia chairs qualify for delivery only to California addresses.

The service includes:

• Bringing the chair into the room you select. There is no fixed stair or floor limit.
• Assembling the chair.
• Plugging it into an existing, functional standard electrical outlet.
• Performing a function test with you.
• Taking away the packaging and delivery debris.

The service does not include:

• Electrical work, installation of outlets or supply of extension cords.
• Removing doors, railings or fixtures, or modifying walls or doorways.
• Hoisting, cranes, or access through a window or balcony.
• Moving other furniture.
• App, Wi-Fi or smart-home configuration beyond the basic function test.
• Removal of an existing chair or other furniture, unless arranged in writing before delivery, such as through an approved trade-in, upgrade or 30-Day Swap.

The team may stop work if access is unsafe or differs from what was described, including an obstructed route or a stairway hazard. If the cause is on the customer's side, section 10 applies.

If you later return a non-defective chair, a $700 charge applies for White Glove delivery and setup already completed, as explained in our Returns, Swaps & Cancellations Policy.

6. Curbside and parcel shipments

The Solara and foot massagers use curbside delivery. Accessories and replacement parts are sent by parcel carrier. Curbside delivery stops at the curb, driveway or building entrance and does not include indoor placement, unpacking, assembly or packaging removal.

7. Preparing the route into your home

Before ordering, measure the entire delivery route, including doorways, corridors, stair widths and turns, landings, elevators and ceiling clearance. Check the product page for dimensions or ask us. You are responsible for checking the accurately disclosed product dimensions against your delivery route and arranging building access, including elevator bookings, loading dock appointments, entry codes and management approval. Tell us about access constraints before ordering so we can discuss the service available. A problem caused by materially incorrect dimensions or service information supplied by us is not automatically treated as your fault.

If your building requires a certificate of insurance from the delivery company, notify us at least five business days before delivery. Where a chair cannot be delivered because it does not fit or access has not been arranged, section 10 applies.

8. Delivery inspection and damage reporting

White Glove deliveries: Inspect the chair, test its functions with the team and examine the delivery area before the team leaves where reasonably possible. Note visible damage or an incorrect item on the delivery record and take photographs. Signing for delivery documents the handover without waiving claims for hidden defects, legal warranties or other rights that cannot be waived.

Curbside and parcel deliveries: Inspect the cartons when received, note visible carton damage where possible and keep photographs. For concealed damage, we ask you to notify us within 24 hours after discovering it and retain the packaging where reasonably practical until the assessment is complete. Prompt notice helps preserve carrier evidence. These reporting requests are not an automatic deadline extinguishing statutory or warranty rights, and a clean delivery record is not conclusive proof that the item was defect-free.

Property damage: Report damage to your home or building promptly, photograph the issue and keep the delivery details. We help identify the involved provider and arrange the appropriate claim process. Responsibility follows the law and facts, without a blanket waiver for us or the delivery company.

Contact us with your order number, model, serial number, description and available photographs or video. Our Returns, Swaps & Cancellations Policy explains assessment and no-fee remedies for qualifying damaged, defective, incorrect or misdescribed goods. Do not keep using an unsafe item or arrange an avoidable return shipment before safe collection instructions are agreed.

9. Ownership risk and legal remedies

Ownership and ordinary risk of accidental loss pass upon completed delivery to the agreed address or collection from the showroom, subject to applicable law. Collection by a carrier from our supplier is not treated as completed delivery to the customer. Transfer of risk does not waive a right to reject or revoke acceptance where the law permits, excuse delivery of the wrong or defective item, or release us or a provider from responsibility for damage they cause. Contact us if a shipment is missing or the delivery record is disputed.

10. Missed refused or unsuccessful deliveries

A customer-related delivery failure includes no adult being present, missing the appointment or changing it with less than 24 hours' notice, an inaccurate or incomplete address, unavailable access, a chair that will not fit along the delivery route, or refusal of a non-defective chair.

• If you request another attempt, the redelivery charge in section 2 applies to each new attempt.
• For an online order that qualifies for a post-shipment cancellation or return, refusal or a decision not to reschedule is handled under the Returns, Swaps & Cancellations Policy. We deduct the 15% restocking charge and the applicable return-trip charge. White Glove service is charged only if setup was completed and not previously paid for that chair.
• A showroom order remains subject to the showroom final-sale terms. A missed, refused or failed delivery caused by the customer does not, by itself, create a voluntary cancellation, refund or 30-Day Swap right. We will contact you about redelivery or another lawful written resolution.
• We do not charge both a return-trip fee and a failed-delivery transportation fee for the same return journey. We do not impose an undisclosed storage fee or treat your payment as automatically forfeited under this policy.
• If the problem is caused by us, an incorrect product, transit damage or a confirmed defect, the no-fee remedies and applicable legal rights remain available. A final-sale designation does not excuse our failure to fulfill the order.

11. Collecting a floor model

Floor models must be collected from the showroom where purchased. White Glove delivery is not included.

• Collect the chair within 30 days after purchase and bring the order number and photo identification. Another person may collect it with your written authorization.
• Inspect the chair and sign the condition form at handover. We are responsible for its condition when we give it to you.
• You are responsible for transport, securing the load, unloading and setup that you arrange yourself. We do not cover customer-caused damage during those activities. This does not disclaim responsibility for damage caused by our own staff or other liability that cannot lawfully be excluded.
• Bring an appropriate vehicle and sufficient assistance. For safety, staff will not load a chair onto an open trailer, roof rack or vehicle in which it cannot be secured.

12. Collection of an existing chair

We collect an old chair only if this has been agreed in writing before delivery, for example through our Trade-In Program, Upgrade Program or an eligible online 30-Day Swap. Any charge is disclosed in the relevant program or confirmed in writing in advance. The chair must be empty, unplugged and accessible along the same route used for the replacement.

13. Verifying orders and purchase quantities

To prevent fraud or resale and address pricing or address issues, we may verify, hold, restrict or cancel an order. If we cancel it before shipment, the amount paid is returned to the original payment method.

14. Delays outside our control

We are not responsible for delays caused by events beyond our reasonable control, including severe weather, natural disasters, transportation disruptions or public emergencies. We will provide updates. The applicable delayed-shipment, non-delivery and refund rights in section 3 remain available. A force-majeure event does not automatically make customer payments nonrefundable or permit an indefinite delay without the notice and consent required by law.

15. Contact information