Frequently Asked Questions

General Questions

To contact our Customer Care Team you can do one of the following:

- Call our Customer Care Team at 800.222.5728

- Fill out this form and we will respond in a timely manner

Your tracking number will be emailed to you once your order has shipped. You may also track your order on the Track Order page located at the bottom of our home page.

For most of our larger products we offer a White Glove Delivery service labeled as In-Home Assembly. This service includes unpacking, assembly, moving the product to the room of your choice, and removal of packing material and boxes. Your local Relax The Back store or a White Glove Delivery service will contact you to schedule a delivery date. This additional cost is $399 and is found as a selectable option on most of our larger items. Please note all none White Glove Deliveries are drop shipped to your curbside.

If you do not receive the order confirmation message within a few minutes of your purchase, please check your junk or spam email folder just in case the information was delivered there instead of your inbox. If your confirmation didn’t arrive in either place, please call Customer Care at 800.222.5728 or email customerservice@relaxtheback.com.

If the item(s) you purchased requires assembly, detailed instructions should have been included in the carton. If not, you may contact Customer Care at 800.222.5728 or message us on the website; please include the following information: your name and your email address or mailing address and the item number(s) you need to assemble.

Our return policy can be viewed here.

Approved refunds will be processed only after all products are returned to Relax The Back.

- Debit Card Refunds: All debit transactions will be refunded by within 10 business days.

- Credit Card Refunds: All credit card refunds will be processed on the day that your purchase is picked up or returned. Check refunds cannot be issued for credit card sales. Credit to your account may take 10 business days.

- Finance Refunds: Finance accounts will be refunded within 10 business days.

Please email us at customerservice@relaxtheback.com and include the full name and email address you want to have removed.

Just click “Unsubscribe” located at the bottom of the email. If you need assistance please email us at customerservice@relaxtheback.com or call us at 800.222.5728.

Please contact our Customer Care Team at customerservice@relaxtheback.com and include a copy of your Tax Exempt Form and the item(s) you would like to purchase.

Products

- The CA Prop 65 warning is for the bag only. 

- Unfortunately, the cover can not be replaced on the Contour Lumbar Back Cushion.

The ContourSide Pillows have not been discontinued. We have been experiencing supply and demand issues.

Measure from the base of your neck to the end of the shoulder. Try using a tape measure or a ruler. 

- 3” Small for 5’4” and shorter (narrow shoulders & small frames)

- 4” Medium for 5’5” and taller (average shoulders & medium frames)

- 5” Large for 5’10” and taller (broad shoulders & large frames)

The massage is a vibration type of massage. The heat is located in the lumbar section of the chair. The overall width is 38".

Only the cover on the pillow can be removed and washed. The pillow cannot be washed. However, you can try lightly spraying the pillow with Febreze. Please do let us know if you have any further questions.

I don't think the chair should replace your bed. However, it is possible to sleep in the chair. We do offer adjustable bed bases that allow you to adjust the angle you sleep.

- There is an additional band of stitching at the top of the female LumboTrain for added comfort.

- Measure your waist circumference at 1” below the belly button.

- The Gravis Zero Gravity Recliner does not recline 180 degrees.

- There are two types of massage on the Gravis. Massage - Massages your back and seat simultaneously with soothing air Wave Therapy. Stretch - Focuses the air wave Therapy massage in the spinal area. 

- Warranty: 5-year limited warranty comes standard with the chair. You can purchase a 5-year extended warranty, which covers 5-years in-home service, 5-years on parts and 5-years on structural coverage.

- Lumbar - Stretches and holds the lumbar area of your back.

Where is this shipped from? Is it made in a foreign country?

- The Gravis ships from Long Beach, California. The Gravis is manufactured in P.R. China/Thailand.

Anything with an electric motor throws a magnetic field. We recommend consulting your doctor first.

The SeatCushion by Tempur-Pedic does not have a weight or size limit.

To deflate the Self-Inflating Backrest you need to open the valve to remove all of the air. Once all the air has been removed close the valve. As long as the valve is closed the backrest will stay deflated. 

Here is a basic guideline:
- 5' to 5'5" 6-inch leg wedge
- 5'6" to 5'11" 8-inch leg wedge
- 6' above 10-inch leg wedge

No, the covers are glued to the foam. If you remove the cover it will void the warranty.

You may spot clean the cover with a water based cleaner. Try not to saturate the cushion as it will damage the foam.

I would consider the TravelLite Wedge Seat Cushion on the firm side. The cushion will hold its shape while providing support across the entire seat cushion.

You may be able to purchase a new pad set from Human Touch by calling 800.355.2762. Please make sure you have the serial number when you call. The serial number is located on the base or the back of the chair.

No, unless you purchase the In Home White Glove Delivery.

More Questions? Contact Us Here

Our Customer Care Team is here to help you:
Monday through Friday 7:00 am - 3:30 pm PDT