Take Advantage of our Buy Now Pay Later Program
Take Advantage of our Buy Now Pay Later Program

FAQ

What do I do if I have a product needs to be repaired?

Please email us at info@osim.com 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.

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 part to do my own repair?

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 if my OSIM massage chair is having a problem?

You can refer to the Operation Manual for the possible causes and trouble-shoot actions. If the problem persists, please contact us at info@osim.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.

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 info@osim.com 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 info@osim.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 info@osim.com 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 info@osim.com within 14 calendar days of receiving your shipment. We will send you a replacement of the same or similar product at no cost.

Don't see the question that you have in mind? Send us a message below and we will answer any questions that you may have about our brand, products, or operations. We are happy to help.

 

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