The Unwind Company Shipping & Returns Policy (update 9-1-15)
Ordering Information (United States, Canada and Abroad)
*For large items including recliners, Fjords chairs, Human Touch Recliners, Perfect Chairs or other furniture, we typically ship via LTL Freight (or our own trucks) as we always ship our items with Free Shipping, Fully Assembled and Ready to Enjoy (in the continental, upper 48 States and parts of Canada*). This excludes all Ekornes products, recliners and furniture as of 9-1-15, as they have mandated an 8% delivery charge on orders of their products.
Most expedited services (e.g. Overnight Express, 2nd Day Air etc.) are not available with Ekornes sofa, Fjords furniture, or Human Touch recliner orders as there are size and weight restrictions imposed by the shipping carriers. However we do offer expedited services on Stressless and Fjords recliners (see below). We'll always do our best to insure the fastest delivery available. We have 100's of Stressless Recliners and furniture items In Stock for Immediate Shipping (within 2-24 hours depending on the exact configuration).
Need your Stressless recliner or other furniture even faster? Learn about our lightning fast Unwind Express Delivery. This same-day delivery service is available at additional cost and has some restrictions, so call 1-888-486-9463 to learn more.
IMPORTANT NOTE: Regardless of the order options you choose, all Fjords, Osaki, Human Touch and (most non-Ekornes) furniture Ships Free (in the continental U.S. and parts of Canada*) and Fully Assembled from Unwind. Our Free White Glove Delivery option allows us to bring your recliner or furniture into your home, unpack it and take the box with us when we leave. Typically this service is helpful to our eldest customers or those that might have difficulty moving the recliner into or around the home. It is also common for us to ship via White Glove Delivery if your order includes more than 1 recliner or large furniture piece(s) (e.g. Fjords sofa, Osaki massage chair etc.). We will contact you if we are unable to deliver via this method, prior to shipping to discuss the alternative delivery options.
There is no additional charge for this service (excluding Ekornes of course). All large furniture (couches, loveseats etc) that cannot be easily moved by one person will include this service automatically (within the continental U.S.). If you need clarification or additional information, please drop us a line at 888-486-9463 or email firstname.lastname@example.org. We will get you taken care of ASAP!
*We now offer free shipping to major metropolitan and many surrounding areas in Canada for many recliners and furniture items, including Osaki massage chairs, Fjords furniture, Human Touch Zero-gravity chairs and more..
These areas include:
- Toronto (Mississauga) Ontario
- Montreal (Laval) Quebec
- Vancouver (Surrey) British Columbia
- Ottawa - Gatineau Ontario/Quebec
- Calgary Alberta
- Edmonton Alberta
- Quebec (Levis)
- Winnipeg Manitoba
- Hamilton (Burlington) Ontario
*We now offer frustration-free shipping to many areas in Alaska for Osaki massage chairs, Stressless recliners and furniture, Human Touch Zero-gravity and kneeling chairs.
These areas include:
- Fairbanks (North Pole)
- Juneau (Skagway)
*For smaller packages weighing from a few ounces to 50 pounds or so, The Unwind Company/Unwind.com ships to addresses in all 50 States and U.S. territories via UPS, FedEx Ground, USPS (or optionally via USPS Priority or First Class Mail if your packed order weighs less than 2 pounds and is shipping to a PO box or military address), UPS 2nd Day Air, or UPS Next Day Air. For orders shipping outside the continental U.S., please see the International Shipping & Handling charges table.
FREE-FAST UNWIND SHIPPING (available for domestic U.S. non-furniture orders totalling $25 or more). Your order will be shipped via UPS, USPS, FedEx Ground or USPS First Class- depending on the package size, weight and destination. All continental U.S. shipments include shipment delivery confirmation- shipment details are emailed automatically to the email address entered at the time of purchase unless we are instructed otherwise.
The average delivery time for continental USPS, UPS & FedEx Ground customers is 2-4 business days. We ship extremely fast- Typically an order is shipped the same day it's placed (if received before 12 PM CST). Otherwise orders for in-stock items ship within 1 business day. items that ship direct from the manufacturer typically require 2 additional days. Our Customer Service Department will always keep you posted (via email or phone) in the rare event that your order will not ship as scheduled- Giving you the option to cancel or postpone your order.
Stress-Free Shopping is our #1 Goal!
*Please note that Free Supersaver Shipping is available in the continental U.S. (upper 48 states) and parts of Canada only and certain restrictions may apply. Please do not select Free Supersaver Shipping if you are unable to receive packages via all major shipping carriers (e.g. UPS, USPS, Fed Ex etc). Since we make the shipment carrier selection for Free Supersaver Shipments, if you are unable to receive shipments via a particular carrier, your order may be returned to our warehouse if the carrier does not deliver to your location. We are unable to make multiple free shipping attempts if your order is undeliverable or returned to our warehouse. In these cases, the actual cost of shipping will be required in order for us to reship your order. Please drop us an email at email@example.com or call 888-486-9463 if you are unsure or need assistance.
In the rare case that additional postage is required for your order, you will be contacted automatically via email with the option to approve the charges or cancel the order. Please allow 3-7 business days (excluding weekends and holidays) for continental U.S. delivery.
Shipping and handling charges for U.S. online orders (shipped via USPS, UPS Ground, UPS 2nd Day Air or UPS Next Day Air) will be calculated in real-time during the checkout process using your actual physical address. You can select between various shipping methods during the checkout process before entering any payment information. We feel that "real-time" shipping options offer our customers the greatest flexibility in determining which shipping method will work best at the time of purchase.
International Shipping and handling Information*
The Unwind Company and Unwind.com ships to more than 190 countries and territories via USPS Global Priority Mail, Airmail and UPS. If we are unable to ship your order because of postal restrictions, excessive International shipping charges or other factors, we will notify you via email as quickly as possible (typically within a few hours) to allow you to make other arrangements.
*Please note that all import duties and taxes are your responsibility. Please read the Additional Customs Information section below for more information.
International customers with special requirements, needs, or to check whether we ship to your country please email: customerservice at unwind.com prior to ordering so we can assist you.
Additional Customs Information
You may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be paid by you as we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country- you should contact your local customs office for further information. Additionally, when ordering from Unwind.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
Generally, customs forms for international packages will list the value of your order's contents by product type. For instance, orders containing CDs, head massagers and DVDs will generally be listed in a way similar to the following example:
Head Massager: $16.49
Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international customers and customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.
Also, we may provide certain order, shipment and product information, such as titles, to our international carriers, and such information may be communicated by the carriers to customs authorities in order to facilitate customs clearance and comply with local laws.
If the order is a gift, the package is marked "Gift," but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package.
The Unwind Company/Unwind.com Satisfaction Guarantee & Return Policy: Your complete satisfaction is very important to us! Our return policy is very simple. We are so confident in our products that if you are not satisfied, for any reason, with any product you bought from The Unwind.com Store within 30 days from when it was shipped, you may return it, in its original "as-new" condition and original packaging, for a Full Refund (less shipping charges- please see below)*
*Please note that customers that receive FREE SHIPPING will have the actual cost of shipping deducted on refunds for returns of non-defective items. If the items are determined to be "damaged or defective" by either Unwind.com or its representatives or the associated manufacturer, at our discretion, we will either repair, exchange or replace the item at no cost to you.
The following products cannot be returned for refund due to personal hygiene issues and to protect the safety of our customers* and the quality of our products: Massage Recliners, Special Order Ekornes, Stressless or Fjords furniture (custom-built to your specifications), Clearance Or Factory Authorized Price-Reduction Furniture Items, Head & Neck Massagers, Pillows, Massage Oils & Personal Care Products (e.g. Burt's Bees) CD's & DVD's. If an item you received is damaged during shipping, please contact our office at 1-888-4-UNWIND or email: Customer Service immediately so that we can assist you.
*Special order furniture parts are not refundable.
*Items delivered to households engaging in cigarette or other smoking products are unable to be returned to protect the safety of our customers.
The following products will incur a restocking fee and additional handling charges upon return: All Furniture, Recliners and Mattresses- 15% Restocking Fee + Freight or Delivery Charges (both ways). All returns will be inspected upon arrival.
We will process your return as quickly as possible- typically within a few days from when we receive the returned package.
You must include the packing slip with your return (if you don't have it handy, simply drop an email message to: Customer Service) and please let us know why you are returning the merchandise. This helps us when we're working with manufacturers, to make product enhancements and improvements that are truly "customer-driven."
Please contact us at 888-486-9463 or via email at firstname.lastname@example.org for a return authorization.
After receiving the return authorization, please include the confirmation and ship the items to the following address:
The Unwind Company
Attn: Customer Returns
3911 Hwy 80 East
Pearl, MS 39208