FAQs

Our partners provide tracking numbers but rest assured you're in good hands and all of your purchases with us are backed by our 100% satisfaction guarantee.  

• How long does it take for an order to arrive?
• This depends on the product ordered.  When you complete your purchase, you will receive an email containing the shipping time frames to your property based off your country of origin. Please use this table as reference for Shipping to your Country. Please keep in mind, that processing can take 1-5 business days. In most instances we ship next business day.

• Can I have a tracking number?
• We provide a tracking number via email and offer a 100% satisfaction guarantee if you are having a problem with your order.  Please note that in some instances for longer delivery times the Tracking Number can take a few days to load on to the system. If no info about your Order is displayed, do not be worried. We would advise simply trying to track the order again in a few days' time.

• Where are your warehouse located?
• We currently have warehouses located in USA, EU and China.

• Can I pay in my local currency?
• The currency will be set to USD by default, this is converted to your currency once you reach checkout.

• I ordered 2+ items, but only received one... where's my order?
• We have a large assortment of products stocked with various partners internationally. When you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way! Again, please always contact us if you have any questions at all about your order!

• Why have I not received any order confirmation details?
• Most times this is because our customers have accidentally entered their email information incorrectly. Throughout the process, we send 2-3 emails, including an order confirmation, a fulfilment notice, and a shipping notice.
• If you believe you may have entered your email incorrectly, please contact us and we will fix it for you. 

• What is your refund policy?
• Making YOU happy is our number one priority.  If your order is subject to an unexpectedly long delay, defective (dead-on-arrival) or materially different from what was presented on the product page, we will refund your money. We want to provide a risk-free shopping experience and trust our customers to not take advantage of us on this offer.

• What about customs fees?
• We are not responsible for any customs fees once the items have shipped. By purchasing our products you consent that one of more packages may be shipped to you and may get customs fees when they arrive to your country.

• Is this product adequate for my needs or my health condition?
• The benefits of massages are generally great, and our products are designed to alleviate pain, bring relaxation, comfort and improve the experiences of our customers. However, due to the uniqueness and technicalities of individual situations, we cannot guarantee that a product will be adapted to your specific health condition.
• We strongly advise you to always take the safe route and immediately seek guidance from a qualified health professional if you have any doubts or questions about the adequacy of a product to use alongside specific treatments, need to find out whether it could be detrimental to your health during pregnancy or with a specific condition, or generally need medical advice.
• Check Section 13 of our Terms of Service for more information on this topic.

How do I contact you?

If you have any questions that are not on this FAQ page, please contact us on our Facebook page OR please email us at support@qualiawellness.com and we will reply to your inquiry.