FAQ - Frequently Asked Questions

FAQ - Frequently Asked Questions

• MASSAGE CHAIR FAQ
  • What are the different Massage Track Types?
    The design of the back roller track varies, and is either an S-Track or an L-Track massage chair. S-Track: The 'S' in S-Track stands for “sinusoidal”, which is generally considered a wave pattern. These roller tracks follow the curve of the spine, moving up and down from the neck to the lower back. L-Track: L Track massage chairs work the same way as S Tracks, but extend further down toward the lower body. An S-Track massage chair will only go as far down as your lower back, but an L-Track will travel down to the back of your legs.
  • What Track Type is better?
    An L-Track is an extension of the S-Track, and can massage more areas of your body. Massage chairs with S-Track designs may be a little more affordable, but they won’t give you as much body coverage. If you’re looking for a massage chair to help your lower back, hamstrings or glutes, you’ll want to select an L-Track.
  • What are Roller Dimensions?

    They describe the motion of the rollers themselves.

    2D - Massage Rollers move Up/Down and Sideways.

    3D - Massage Rollers move Up/Down, Sideways, and In/Out.

    4D - Same as 3D but you can control each indicidual massage head

  • What Roller Dimension is best?
    For a massage that most closely replicates a human-touch, a 3D or 4D massage chair will be your best bet.
  • What is Body Scanning?
    The massage rollers will be able to identify and target your unique pressure points by adjusting and tailoring the rollers to your body.
  • What is Bluetooth?
    Bluetooth allows you to wirelessly connect to the speakers in the chair to enjoy music or guided meditation.
  • What is Zero Gravity?
    Zero Gravity is a technique that extends your knees and elevates them above your heart, creating a sense of weightlessness that also helps with spinal decompression.
  • What is White Glove Delivery?
    White Glove delivery is required for all Massage Chairs. White Glove delivery typically includes inside delivery, removal of packaging materials, and setup. A delivery date/time is coordinated by the manufacturer with the customer within 3-5 business days of purchase. White Glove Delivery fees are nonrefundable and when initiating a return with the massage chair manufacturer, the customer will be charged a return label fee which will be deducted from their refund.
• MASSAGE FAQ
  • What are the different Massage Types?

    Air Compression - Inflating and deflating in a variety of methods and speeds to press the muscles and connective tissues.

    Electric Pulse - Sends mild electrical pulses through the skin to help stimulate injured muscles or manipulate nerves to reduce pain.

    Kneading - Applying pressure by lifting the muscle in circular and upwards motions. Kneading is used to break down and realign collagen fibres to increase flexibility and range of movement in the muscle.

    Percussion - A breakthrough treatment for soft tissue pain and soreness through the use of a tool that provides rapid, short duration pulses deep into the soft tissues of the body.

    Rolling - A massage technique which is used to loosen the skin, release muscle tension, decrease pain and increase flexibility.

    Shiatsu - An alternative technique that involves manual pressure applied to specific points on the body in an attempt to relieve tension and pain.

    Vibration - A gentle, trembling movement that stimulates soft tissues and help stimulate nerves, relieve muscular tension and decrease stress.

• ORDERING
  • How do I place an order?
    Orders are placed online by adding a product to your cart and following the checkout process.
  • How do I know my order went through?
    An 'Order Confirmation' email is sent to the email address provided by the customer at checkout.
  • How do I cancel my order?
    Unfortunately we cannot cancel orders after they are placed. Please wait to receive your item and then proceed to our returns page.
  • What payment options do you accept?
    Google Pay, Amazon Pay, PayPal, Klarna, Visa, Discover, Mastercard, & American Express
  • What is Klarna?
    Klarna is a "buy now, pay later" service that allows online shoppers to pay 25% of the full price up-front, and the remaining 75% of the total amount in 3 installments every 2-weeks from the purchase date.
  • When will my order be charged?
    All orders are charged at the time the order is placed.
• REPLACEMENT PARTS
  If you are inquiring about replacement parts for brookstone product (Sanpower), purchased prior to October 19, 2018, we unfortunately cannot help you. Brookstone.com is a new business venture that started in October 2018 and has no affiliation to Brookstone that filled for bankruptcy in August of 2018. Brookstone.com does not provide replacementpart service at this time. We are not the product manufacture and therefore do not have access to replacementpart parts. However, if your product is not working properly within 30 days of purchasing by e-mailing our customer service department at customercare@brookstone.com. After the 30 days expires, you must refer to the manufacture's instructions on the warranty card.
• WARRANTY
  If you are inquiring about product warranties on former Brookstone product, purchased prior to Octomber 19, 2018. We, unfortunately, cannot help you. In August of 2018, Brookstone (Sanpower) operating under previous owenership and management, filed for bankruptcy in the United States Bankruptcy Court for the District of Delaware. Since that filing, a new group of investors acquired certain assets of sanpower including the brand name and the Brookstone.com after Octomber 2018, please refer to the manufacture instruction on the warranty card provided with your purchased product.

• SHIPPING
  • Do you offer Free Shipping?
    Some products are eligible for Free Shipping on Brookstone.com. The Free Shipping does not also apply to other non-eligible items in your cart. See the items currently available for Free Shipping.
  • When will my order ship?
    Please allow 5-7 business days to process your order (up to 10 days for products shipping from international sources) due to additional precautions our fulfillment center is taking to keep themselves, and you, safe.
  • How do we ship?
    Ground Service Only - We use USPS, UPS, and FedEx depending on the product ordered.
  • Where do we ship?
    United States and Canada
  • White Glove Deliveries for Massage Chairs?

    White Glove delivery is required for all Massage Chairs. White Glove delivery typically includes inside delivery, removal of packaging materials, and setup. A delivery date/time is coordinated by the manufacturer with the customer within 3-5 business days of purchase.

    White Glove Delivery fees are nonrefundable and when initiating a return with the massage chair manufacturer, the customer will be charged a return label fee which will be deducted from their refund.

    Additional White Glove Delivery Fees May need to be collected for excessive effort to deliver the product, difficulties at the delivery location, rescheduling of delivery, and is at the discretion of the provider.

  • How long does it take for an order to arrive?
    It can take up to 10 business days from the date an order ships for the order to arrive. Products shipping from an international source can take up to 3-6 weeks.
• RETURNS
  • What is your policy?

    We want you to love shopping at Brookstone.com. If products purchased from Brookstone.com do not meet your expectations, you may return them with the packing slip within 30 days of purchase.

    Customers are required to coordinate and pay for the return shipping themselves. Brookstone does not coordinate or pay for any return shipping. Refunds will be returned in the method of which you paid. Original shipping and handling charges will not be refunded. After 30 days, please refer to the original manufacturer’s warranty for product and service issues.

    Should you have any questions regarding this policy, please reach out to Brookstone.com Customer Care at 1-888-454-9752. Brookstone reserves the right to deny any return should the conditions of the items not meet the Return Policy and/or if items are used outside of the manufacturer’s specifications.

    PLEASE NOTE: Some items such as personalized items (monogramed) and personal care products. Non-Refundable items include: Pillows, Sock-wear, some fitness and massage products or any other “personal care” products. Personal Care is defined as any product that makes direct and continuous contact with the skin. Unopened/sealed items are acceptable for return. Personalized items and items marked as final sale or non-returnable are also ineligible for refunds.

    Brookstone branded items purchased from stores or other sellers: If you purchased a Brookstone product at a retail store or from another seller, those returns or exchanges must go through the place of purchase.

  • How do I initiate a return?
    To initiate a return visit our return portal (https://encore.brandedonline.com/returns/brook_SHOPIFY/ordersearch), enter your order #, email address, and find your order. Return postage is the customers responsibility.
  • How do I initiate a return for a massage chair?
    Returns for massage chairs should be initiated with the chair manufacturer.
  • How do I know my return has been received?
    Customers should save their return tracking numbers to track their packages and confirm delivery.
  • When will my refund be processed?
    All returns are processed within 10-15 business days from the date received in our facility. Customers will receive an email notification with their refund details as soon as the credit is processed.
  • Do you offer exchanges?
    No. We do not offer exchanges.
  • Do you offer store credit?
    No. We do not offer store credit.
• MISC
  • How do I file a warranty claim?

    For warranty related questions on previously purchased products, please contact the original manufacturer for assistance. To locate the manufacturers contact information, please reference your product manual. Brookstone does not manufacture any products.

    If you are not satisfied with your product, or believe you received a non-conforming product, you have 30 days from the date your order was delivered to return your product to us – if the product was purchased at Brookstone.com.

  • Do you sell replacement components/parts?
    We do not carry or sell replacement parts at Brookstone.com. You will have to contact the original product manufacturer for assistance. To locate the manufacturers contact information, please reference your product manual.
  • Do you offer repair services?
    No. You would have to contact the original product manufacturer for assistance. To locate the manufacturers contact information, please reference your product manual.
  • Products purchased at Brookstone Airport stores?
    If you purchased a product at a Brookstone airport store, please contact them directly for assistance at: 1-800-326-7711. Airport stores are owned and operated by the Hudson Group.
  • Brookstone licensed products purchased through other retailers?
    If you purchased a Brookstone licensed product at Macy’s, KOHLs, Bed Bath & Beyond, or any other retailer – you must contact them directly for assistance.
  • Brookstone Application Support
    Unfortunately we are no longer able to provide Brookstone Application Support
• RETAIL STORE PURCHASED

  If you have questions about a Brookstone product that was purchased from a retail store such as Bed Bath and Beyond, JC Penney, Kohl's, or Macy's, you will have to contact the retailer for assistance, we cannot assist you Brookstone.com can only assist with purchases made through the Brookstone.com website.

  If you have questions about a Brookstone product that was purchased at a Brookstone airport store, now owned by the Hudson Group, you will have to contact Hudson Group Customer Services at 1-800-326-7711 Monday-Friday 8am-5pm EST.

• PRODUCT MANUALS
  For a list of product manuals, click here.
• GIFT CARDS
  Gift cards issued prior to October 20th, 2018, are no longer valid as they were issued by the previous owners (Sanpower). If you have questions or concerns regarding this informarion, contact Brookstone Bankruptcy at 844.378.2716. If you are unsure as to when your gift card was issued, please contact customer services for assistance verifying this informarion.