Frequently Asked Questions

What are your operating hours for Customer Service Call Center?

Office hours: 9am to 4pm from Mondays to Fridays. Closed on Saturdays, Sundays & Public Holidays.

How long does it take for my order to be processed and shipped out?

Your order will take 1-3 working days to be processed. The delivery time will be 5-10 working days for metro areas (Sydney, Melbourne, Brisbane and Perth).

Can I order a massage chair and have it delivered at later date?

Of course! Once your order have been placed, please contact us at and we will be able to help you with the delivery arrangement.

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

Please email us at with description, pictures or videos of the issue (if possible) that we can identify the problem and solution right away. Kindly also include your invoice number, phone number and location in the email that our customer service team will contact you as soon as possible to arrange repair.

My massager needs service/repair. Do I have to pay to get it fixed?

Within the one year warranty period

Customer may send the product to OSIM service depot in Sydney, Melbourne, Brisbane and Perth at his/her own cost.

The warranty excludes wear and tear part, such as fabrics, foam, pads, plastics, upholsteries, or any exterior coverings.

After warranty period

Don’t worry, we can still help you. Simply post your OSIM product to our service centre for us to determine the issue and provide the best solution for you. We will quote you on all related cost (including round delivery, service labour and parts) and only go ahead with service once we receive your confirmation.

What are the charges I have to pay if the massage chair needs to be repaired?

Please refer to OSIM Care about the Warranty terms for massage chair.

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 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 before shipping back the returned item. For the safety of our employees, any package received without a return arrangement will be rejected. 

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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