Auxe offers FREE shipping on all orders delivered by FedEx Ground, FedEx Freight or the most affordable available provider. The shipping carrier will deliver your order curbside. The carrier will NOT deliver into your home, garage, kitchen or elsewhere. If necessary, please arrange assistance to receive your order. If the destination address is deemed undeliverable by the carrier, the customer may incur additional charges for alternative methods of delivery. We do not ship to PO Boxes. Full insurance is included in all shipments.

‍ORDER CONFIRMATION

‍As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via email.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

ORDER SHIPMENT

If your order is in stock and we process the charges to your credit card, it will ship within seven business days from the date of your order, that does not apply to custom made orders or made to order items which have longer processing times. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at [email protected]. No shipping outside Canada. (Some exceptions apply - if the website permits you to check out and enter your shipping address, you will receive your order).

ADJUSTING YOUR SHIPPING ADDRESS

‍If an item requires an adjustment or alteration to the shipping address, a $175.00 fee will apply. The $175.00 covers the fee that is charged to Auxe and the time necessary to execute the adjustment in a timely manner with the freight carrier.

SHIPPING TIMES

We do our best to get your order to you as soon as possible. We provide estimated shipping times based upon what freight companies tell us, and those estimated shipping dates may change without notice. (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelming demand on shipping, factory/warehouse and dock workers and so on) We appreciate your patience and understanding as we work through these difficult times.

SHIPPING OPTIONS

Our base "Curb-side" Pickup shipping is always completely free! This option usually takes between 5-25 days to arrive at your doorstep, after you have submitted your order. There are other options available, however. We also offer Threshold Shipping: This involves your item being transported to a sheltered area (porch, garage, etc.).

White Glove Delivery - this includes the item being brought into your room of choice, any light assembly (massage chairs + other items which come largely pre-assembled), and all boxes and packaging removed from your house.

‍DAMAGED PACKAGES

HERE ARE THE STEPS TO TAKE WHENTHERE ARE DAMAGES TO THE PACKAGES: If the box has clear damage upon delivery, take clear photos of the damaged box, refuse the package, note the damages with the delivery driver on the Bill of Landing or Freight Bill. Email [email protected] with your issue and photos. No damages to the box? Inspect your package immediately when you receive the order from the freight carrier. If there are damages to the product, take pictures and send it to us right away. Any damages that is NOT reported within 24 hours will be rejected for further resolution. For all orders, keep your box, packaging and pallet for ALL products in case of any returns or exchanges. Before a return authorization is approved for damaged goods, a warranty claim must be filed by emailing [email protected] and the item must be readily available to be inspected by the warranty service team. A return cannot be authorized if the warranty service team is not allowed to inspect the item.

IMPORTANT NOTE: All damages must be reported within 24 hours. If damage is reported after the 24 hour mark, the claim will be denied. All product(s) must be returned in their original condition, never having been installed, including the original packaging, manufacturer's containers, documentation, warranty cards, manuals, and all accessories.

SHIPPING ZONES

Free shipping applies to Canada only. We will NOT honor returns for shipments outside of our normal shipping range. In rare cases, the freight carrier may refuse to ship to a location in which the customer will be granted a refund. Please reach out to [email protected] should you have any questions related to out of zone shipping. BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.

General Rules for Refunds

‍Must be reported within 30 Days of the Delivery Date. We cannot accept any Return Requests after this mark. Any orders that are canceled or refused after the product has already been shipped out will incur the corresponding restocking fee or return shipping fees outlined below. If an incorrect shipment address or phone number is provided by the customer, and as a result, the freight carrier cannot deliver the package, the shipment will need to be returned to the warehouse and the corresponding restocking fee outlined below will apply.  A minimum of 15% restocking fee will be applied to any Returns. For restocking fees for all brands see the table below. Only uninstalled, unused Products in the original packaging with the box and pallet are subject to this Return Policy. If a Product has been used or installed, it cannot be returned. Made-to-order products and custom-made-orders can not be returned or canceled once ordered. Products that have not been shipped are subject to our cancellation policy, see more details below.

‍Refund Processing

Refunds are processed once our warehouse receives, inspects, and restocks the product. Refunds will be credited to the original payment method and can take up to 3-7 business days to reflect on your statement. Return re-stocking fees are not refundable.

‍RETURN POLICY

‍Unused, uninstalled, and resalable in new conditions and in the original packaging may be returned for a refund within 30 days of delivery unless otherwise noted on the product page or below*. Returns must be initiated within  30 days of delivery. We cannot accept any returns after that timeframe. All returns must be initiated via email. Please email: [email protected] with your order number in the subject line. All product(s) must be returned in their original packaging and never been used or installed. Larger items need to have the pallet for returns. If a product is used or installed, or does not have the box and pallet, it cannot be returned. Photos and video Required. Our customer support staff may ask for photos and video of the item(s) you are returning. This is required for processing returns and if no photos can be submitted a return will be denied. All returns are subject to a restocking fee. These fees are dependent on the brand you purchase: Brand Restocking Fee

CANCELLATION POLICY

If you wish to cancel and order please take the following steps: Send an email to [email protected] or call us at 1-(800) 991-7085. Include your order number from your confirmation email. Ask for a cancellation of the order. Customer support will review your request and reply within 24 hours. Cancellations - There is a 15%cancellation fee for all orders. Orders are processed from our warehouse the moment they are received. The shipping team preps the products and tracking numbers which is the reason for this fee. Cancellations of Custom Orders and Made-to-order Products. Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Refer to the table above for brands with custom or made-to-order products. These units are custom made to your specification or created once you order. Once you place your order we start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. All sales are final for Custom made and Made-to-order products.

‍Shipped Product(s): Once an order ships it is subject to a restocking fee .If the order is canceled once shipped, or the delivery is refused, or turned around due to the customer not making a delivery appointment, the order will be returned to the warehouse automatically treated as a return. The customer will be refunded the net of there stocking fee as listed above. Refusing a shipment due to damage will not be treated as a return and will be subject to our damaged products policy.

‍PRODUCTS NOT ELIGIBLE FORRETURNS: Any product(s) that have been modified. Any product(s) that are not in a resalable condition. Any product(s) not that is not accompanied by an order number. Any product(s) that is not in the original box with sufficient packaging materials. Any product that is regarded as a sample.

‍DAMAGED PRODUCTS POLICY

If you receive a damaged product, please follow these easy to follow steps: If the box has clear damage upon delivery, take clear photos of the damaged box, refuse the package and note the damages with the delivery driver on the Bill of Landing or Freight Bill. No damages to the box? Inspect your package immediately when you receive the order from the freight carrier. If there are damages to the product, take pictures and send it to our customer support right away. Email our customer support team at: [email protected] with your order number, issue, and clear photos or videos. Customer support will assist you within 24 hours and send a replacement unit to your shipping address. IMPORTANT NOTE: All damages must be reported within 24hours of delivery. If damage is reported after the 24 hour mark, the claim will be denied.

‍EXCHANGE POLICY

General Rules for Exchanges

‍Must be reported within 30 Days of Delivery. We cannot accept any Exchange Requests after this mark. A minimum of 15% restocking fee will be applied to any Exchanges. Refer to the restocking fees by brand above. Only uninstalled, unused Products in the original packaging with the box and/or pallet are subject to this Exchange Policy. If a Product has been used or installed, it cannot be exchanged.

‍How We Process Exchanges

‍Arrange to have the returned product(s) picked up. Warehouse team receives the product and checks that the product is in new condition. Customer receives a refund, less the Restocking Fee. Customer processes a new order for the exchange item.

‍SHIPPING TIMES

‍We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages based on information from freight companies, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelmingly demand on shipping, factory/warehouse and dockworkers and so on). Order delays have proven to be unavoidable and outside of Auxe's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience. Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution. Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!