Store Policies

General Policies

Pricing Policy

GotYourBack offers competitive, professional pricing on all of our products. GotYourBack is not responsible for misprints in our catalog or our website. Prices are subject to change without notice.

Payment Methods

We accept Visa, MasterCard, Discover and American Express. If you are paying by check or money order your payment must be mailed to GotYourBack before your order will ship. Please include your order number on your check or money order. Sent your payment to:

GotYourBack
521 E. Hector St.
Conshohocken, PA 19428

Sales Tax

Gotyourback is required by law to collect sales tax on orders purchased in and/or shipped to Pennsylvania. The Pennsylvania Sales Tax Rate is 6% and 7% for Philadelphia and Pittsburg. Some orders shipping to California for Astra-lite, Earthlite and Oakworks products may also be subject to sales tax. You will be contacted by a Customer Service Representative if your order is subject to any additional sales tax.

Shipping

All orders are shipped insured. Upon receiving your order, immediately inspect it to verify the order is complete. If any items are missing (and not backordered) or damaged, please contact us immediately. Save all packaging material in case a shipping claim must be made, or if you need to return or exchange an item.

Backordered Items

Some items may not be in stock at the time your order is placed. Please look at your invoice for details on backordered items. You will not be charged any additional shipping for backordered items.

Drop Shipping

Certain products are shipped from other warehouses. Please look at your invoice for details on items being drop shipped from other locations. A customer service representative will contact you if there is going to be a significant delay in your order.

Shipping and Tracking

General Information

Most items ship UPS Ground, Fed Ex Ground or US Priority Mail. Certain larger products must ship via Freight. These products include all Stationary, Electric Massage Tables, and certain Sleep Systems. These items carry a higher shipping charge. You will be notified of any additional charges before processing your order. We do offer Same Day, Overnight, 2nd and 3rd Day Air shipments. Please read more details below on Freight and Expedited Shipping.

All orders are shipped insured. Upon receiving your order, immediately inspect it to verify the order is complete. If any items are missing (and not backordered) or damaged, please contact us immediately. Save all packaging material in case a shipping claim must be made, or if you need to return or exchange an item.

We recycle some of our packaging, and a portion of the boxes we use for shipping. We have teamed up with other local businesses to share our excess packaging and make sure that nothing goes to waste. If you have any concerns or local waste laws that limit what you can discard, don’t hesitate to call our shipping department and let them know. They are happy to work with your situation. Thanks for caring about our beautiful environment.

Expedited Shipping

We are happy to assist you on your expedited shipping order. The following expedited services are available; Next Day Early AM, Next Day, 2 Day, 3 Day Air Shipping. In order to meet your deadline and provide the most efficient ship method, we personally evaluate each order and require that you please contact us via email or telephone with your request. You may place your order over the internet with notes requesting expedited shipping or simply place the order and call us. In order to fulfill your request, please leave contact information to reach you quickly in the event that we need to speak with you.

Freight Shipping

Certain larger products must ship via Freight. These products include all Stationary, Electric Massage Tables, and certain Sleep Systems and Perfect Chairs. Several options exist for Freight Deliveries, including Curbside Delivery, Inside Delivery and White Glove Delivery. Freight charges often change daily also. To provide you with the most efficient and up to date information, we will contact you directly with Freight Ship Costs and Options after receiving your order. Items that require Freight Shipping will be marked on our web site and in your shopping cart. Freight charges will not be included in the estimated shipping shown on the cart.

AK, HI, PR Shipping

Shipping to Alaska, Hawaii and Puerto Rico must ship Air and usually carry a higher ship charge. We will contact you with these charges after you place your order. You may then evaluate the charges and instruct us to proceed with order. We have many customers in these areas. To eliminate any delays in shipping for future orders, many of our customers give us guidelines on acceptable ship charges, pre-authorizing charges for future orders. Please contact us to set up account notes for you.

International Orders

International Orders require a higher ship charge. We will contact you via email with these charges for your review. You may then instruct us to proceed with order. We are not responsible for any customs, import or duty charges. Contact your local authorities for information on this.

Ship Time/When Will My Order Arrive

GotYourBack keeps a large inventory of your favorite products in stock and ready to ship. Most orders received by 3:00pm E.S.T. will ship the same day. If the items you ordered are not in stock, or if shipping will be delayed you will receive and email or phone call with an estimated ship date. Use the map below to determine when your order will arrive. If you are working on a strict deadline, or just want to verify product status and ship time, do not hesitate contact us. We pride ourselves on working personally on meeting our customer’s needs.

Order Status/Inventory Status

If you provided an email address for us, we will automatically email you a confirmation and track # once your order ships. On our web site, you may also use the "Track Orders" feature to get updated information on your order. Of course, we are available by telephone and email to answer any questions.

Massage Lubricants, Linens, Books, Videos, CD’s, Charts, Aromatherapy Products, Stone Massage Products, Massage Tools, Stools, Theratherm Products, Hot/Cold Packs and many other massage accessories are in stock and available to ship the same day.

Hydrocollators, Paraffin Baths and Hot Towel Cabis ship in 48 – 72 hours directly from the manufacturer.

We stock hundeds of massage tables in our warehouse. We also specialize in custom building and fitting your table precisely to your needs and requirements. Getting the perfect fit sometimes requires waiting a few more days for your order. For your body mechanics, it's worth it!

In Stock Portable Tables, Chairs and Accessories by Earthlite ship in 24 – 72 hours and may ship from our PA warehouse or from the manufacturing plant in CA. If your order is not in stock you will be notified and production will take 2-7 business days. Shipping time is based on ground shipment time from CA.

In Stock Portable Tables, Chairs and Accessories from Oakworks ship in 24 – 72 hours. If your order is not in stock you will be notified and production will take 5-10 business days. Shipping time is based on ground shipment from PA.

In Stock Portable Tables, Chairs and Accessories from Stronglite ship in 24 – 72 hours. Shipping time is based on ground shipment from OR.

Production time for stationary, electric or spa tables is 10 business days for Earthlite and Living Earth Crafts and 4 weeks for Oakworks. Mattresses are made to order and may take 2-6 weeks to ship.

Returns

Return Policy

GotYourBack is happy to accept items that are returned within 30 days from the date of purchase. When returning a product for non-warranty a restocking fee of 30% for in store purchases or 10% for website purchases of the original purchase price will be applied. Products must be returned in their original packaging and in new condition. Shipping to and from our facility is non-refundable.A charge will be applied at our discretion for any damage to returned product.

Note: A 20% restocking fee will be applied to all Oakworks products.

Lotions, oils, creams, linens, cd's and dvd's are returnable only if unopened or due to manufacturers' defect. GotYourBack cannot accept returns of bedding, linens, mattresses and Custom orders.

Any product that is found to be defective can be returned for a full credit and/or exchange including shipping to and from our facility. Please inspect your packages and report any damaged or defective products to our Customer Service Department within 3 business days.

Any product used for rental or vitrectomy will be charged full rental amount by amount agreed to per day/week. Any equipment purchased for vitrectomey has a no return policy.

Returning a Product

If you want to return a product for any reason please contact our Customer Service Department by calling 800-677-9830. The Customer Service Representative will provide you with a Return Authorization Number. Please print this number on the outside of the package. Returns will not be accepted without a Return Authorization Number. If we are sending a return label you may pack up your product and affix the label once you have received it and take it to UPS or USPS center depending on the shipping method. If you are choosing to send the product back yourself send to the following Return Address:

GotYourBack
Returns
521 E Hector St
Conshohocken, PA 19428.

Packaging and Sending a Return

Please make sure to pack items the way you received them to ensure that they will arrive in good condition so we can process your refund. Use adequate packing material and tape to protect the product and remove any old labels. If you have thrown out the original box and packing material you will have to purchase new materials. Make sure the return label is properly attached to the box and the RA# is visible.

Refunds

You will receive a refund for your purchase once we have received and inspected the items. If all items are in “like new” condition we will process and/or mail your return to you within 48 hours of our receipt of the package. Please be reminded that shipping to and from our facility is non-refundable.