FAQ

1. Who is inTouch?  

inTouch is a dedicated helpful team offering state-of-the-art massage products to suit the fine art of living. As a leading Australian retailer of massage products, we offer exclusive massage chairs and equipment that replicate the techniques used by massage professionals. Combining the latest technology and innovative design our products are perfectly suited for today’s modern living. From our award-winning massage chairs, to foot and calf massagers, and neck massagers, we’re committed to offering products that enable people to alleviate pain and escape stress so you can feel better and enjoy a more productive life and better overall health. The professional team at inTouch are passionate and caring people always striving to provide exceptional customer experience and are ready to help you select a massage product that best fits your wellness needs.

2. How do I Order one of your Products?  

Ordering our products is easy! Simply have a browse through our products and when you find something you like, just click the “ADD TO CART” button. By doing this, it will automatically put the product in your Shopping Cart. The upper right hand side of the screen will keep you up-to-date with your selection and total cost.

When you’re finished shopping, simply click “Checkout” and nominate your preferred payment method. Extended warranty options are available and can be added to the purchased product at checkout.

3. What Payment Methods are Accepted?

We accept any of the following payment methods:

  • Credit card (MasterCard, VISA, American Express) - pay online via our secure server, or phone through your card details
  • Direct deposit to our bank account
  • PayPal

4. How to Pay by Credit Card?  

Online payment is a quick, easy and safe method – simply click the “pay online” option when checking out. Then just follow the step by step instructions. Alternatively phone through your credit card details by calling 1300 559 612 (Local Call Cost).

5. Is it Safe to Make Credit Card Payments Online?  

inTouch use SSL Encryption and all payments are processed by the Payment Gateway. This is extremely safe and reliable, meaning your details will not leave the security of our site. We do not store or record your credit card information. When you enter the card details, they are encrypted and sent through the banking network immediately. If the transaction is successful, we receive notification of your order, minus the card number.

6. How to pay by Direct Deposit?  

To make a direct deposit you can do an electronic funds transfer to send the payment to our account. Alternatively, you can visit an ANZ Branch and fill out a deposit slip using the details below to put a deposit down over the counter. Our bank account details:

Details:

Vantage Direct Pty/Ltd

Bank:

ANZ Bank

 

Account:

2061-16455

 

BSB:

012-878

 

Please remember to reference your order number when making a payment so it is identified as yours. Note that it can take direct deposits up to 3 business days to clear into our account.

7. How to pay by PayPal?  

When checking out, just select “Check out with PayPal”. You’ll be prompted to log in to PayPal to complete your order. The payment will clear into our account instantly if you processed your PayPal payment via credit card or used PayPal balance. If you paid via bank account, it will take 5-7 days for your payment to clear. We will dispatch your order after payment has cleared.

8. Do you have an ABN?  

Yes, our ABN is 57 158 067 040.

9. If I purchase a inTouch product, will I be supplied with a Tax Invoice?  

Yes, inTouch is an Australian Registered Company and all orders are provided with a Tax Invoice.

10. Do you require payment in full before you can dispatch my order?  

Yes, once payment has been fully received, we will dispatch your order the following day. Please keep in mind, if you are making a payment via bank deposit, the order is held until the funds are processed.

11. How do I go about acquiring a Discount Code?  

We release promotional discount codes to the fans of our Facebook page and the members of our mailing list. You can find a link to sign up to our newsletter and face book on our website, this will ensure you are the first to know about any inTouch promotions!

12. Can I Return my Products if I am unsatisfied?  

We do not offer refunds or exchanges on our products. If a product arrives with a fault or damage or it has a problem, please contact our customer service team within 14 days of delivery on 1300 559 612 or alternatively via email at info@intouchmassagechairs.com.au.

If a delivery is rejected or an order is cancelled after the dispatch of the goods, you will be charged the total cost up until that point plus the return cost.

13. How to Return Products?  

If a product arrives with a fault or damage or it has a problem, please contact our customer service team within 14 days of delivery on 1300 559 612 or alternatively via email at info@intouchmassagechairs.com.au.

14. How Long is the Warranty on All Your Products?  

We back all of our products with a 12 month, comprehensive warranty. Extended warranty options are available and can be purchased when you complete checkout.

15. What Should I do if there is a Problem with one of My Products?  

Because we stand behind our products, we offer excellent customer service and value to our customers. If a product arrives with a fault or damage or it has a problem, please contact our customer service team on 1300 559 612 or alternatively via email at info@intouchmassagechairs.com.au. The following information may be required:

- A description including details of the fault or damage

- Video or photos that show the fault or damage to the product

16. What are the Terms and Conditions of Your Warranty?  

During the warranty period, we warrant all our products to be free from workmanship and material defects under normal usage. Under this warranty, our liability is to replace or repair (at our discretion) any product or part that the warranty covers without a charge to the consumer.

Please keep your Tax Invoice or receipt as the best proof of purchase, and date on which the purchase was made. The warranty period begins on the date of receipt. If no receipt of delivery is available, it is assumed that the date will be three days after the date that the product was dispatched.

Areas that are not covered by this warranty include:

-Products purchased for use in commercial premises (please contact us to discuss your commercial warranty options)

-Damage that occurs due to abuse or abnormal use

-Wear and tear from normal use

-Consequential or indirect loss

-Products that have been modified or products that have not been properly installed and maintained

- Superficial blemishes or small chips

- Damaging that only affects the packaging

- Any small variations in grain, dimensions, finish or colour (between the advertised product and the product that is received)

All of our products come with guarantees that under the Australian Consumer Law cannot be excluded. If major failure occurs, customers are entitled to refund or replacement. If products are not of acceptable quality but the failure is not a major failure, customers are entitled to have products replaced or repaired according to our warranty information.

17. What is the Delivery cost to my address?  

For your convenience we have a Delivery Calculator displayed on the product pages. The delivery cost is based on the weight and size of the product and the delivery destination. You can enter your postcode and the delivery cost will be displayed and added at check out.

18. Where do you Deliver?  

We deliver Australia-wide.
Please note due to the size and weight of our products we cannot deliver to a PO Box so please ensure you provide your full delivery address at checkout.

19. When will my order be delivered?  

We dispatch from our warehouse the following day after payment is cleared.

Generally the delivery times expected are:

Brisbane, Gold Coast - within 7 business days

Sydney, Melbourne, Adelaide, Perth – within 10 business days

All areas outside these metro areas please allow up to 12 business days.

Deliveries take place Monday - Friday during normal business hours, excluding public holidays.

20. How Do I Track The Progress Of My Delivery?  

By close of business on the day your order has been dispatched, you will receive an order confirmation with full tracking details and information so that you can monitor your order. We want to make sure that your delivery goes smoothly and for any queries relating to tracking please email: info@intouchmassagechairs.com.au

21. How will my Order be Delivered?  

We use reliable couriers including Blue Star Logistics.  The courier will contact you prior to delivery as we do require for an able bodied person to be there at the time of delivery to assist, as the driver will deliver to kerb side only.

If your order includes larger items or you are not comfortable carrying your items, we recommend having an additional person at the delivery address to assist with the placement of your items inside. If further assistance is required please contact us prior to delivery to arrange at an additional cost.

22. Is Local Pickup An Option?  

Due to occupational health & safety (OHS) regulations at our warehouses we are unable to facilitate pickups. All orders must be delivered using our extensive courier network.

23. Do I get Assembly Instructions?  

The assembly instructions can be found in the product box upon delivery.

24. How can I find Information on a Specific Product?  

Each of the product listings on our website has a section underneath the image of the product and pricing. Under “Description”, you will find in depth information describing the product. This will include materials, key features, dimensions and operating procedures and more.
If there is a specific question related to one of our products you would like to ask, please email us at info@intouchmassagechairs.com.au. Please ensure you include the product name and query and we will be happy to get back to you with a clear answer.

25. Why sign up to the Newsletter?  

Subscribing to the newsletter means you will be the first to hear about all new product releases, promotions, sales and any inTouch news! Also, by liking our Facebook page, we provide these same benefits to our Facebook fans so make sure you like inTouch on Facebook to keep up to date.

26. Do you Sell your Products Commercially?  

Yes, inTouch’s dedicated team will work to assist trade customers with bulk orders for commercial application.
inTouch provides specialised solutions for many commercial environments, such as:

  • Office/ Business environments
  • Hotels and Resorts
  • Health and Rehabilitation Centres
  • Retirement Villages
  • Doctors Surgery
  • Gymnasiums

Our highly responsive support team will address all your queries, both before and after your order delivery.

To discuss your commercial product needs and warranty options please contact us at info@intouchmassagechairs.com.au.