Repair support

Please email us at info@osim.ca 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.

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.ca 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.

Warranty

Yes, all our products come with free 1 year full coverage warranty.

Yes, you may do so anytime as long as it is still within the first two weeks of purchase.

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).

Others

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.

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.ca when placing the order.

We want you to be happy with your purchase, please contact us at info@osim.ca 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.ca before shipping back the returned item. For the safety of our employees, any package received without a return arrangement will be rejected.

If you have received a damaged or defective item, please contact us at info@osim.ca within 14 calendar days of receiving your shipment. We will send you a replacement of the same or similar product at no cost.