Help Center & FAQs
Contact Us
Have questions? Reach out for product guidance, support, or help with your order today. 800.222.5728
Chat With Us
Chat with a Store Consultant for product recommendations and in-store availability.
Shipping & Delivery
Find details on shipping rates, White Glove Delivery options, and estimated lead times.
Returns & Exchanges
Review our return timelines, eligible products, and how to start a hassle-free exchange.
Warranty & Service
Find information on product warranties, service coverage, and how to submit a support request.
Track Order
Check your order status and delivery updates quickly and easily online.
Book An Appointment
Schedule an appointment with your local Relax The Back® store or meet with a virtual wellness expert.
Find A Store
Check your order status and delivery updates quickly and easily online.
Frequently Asked Questions
Orders & Purchases
How do I contact customer service?
How do I contact customer service?
We’re here to make your experience as seamless as possible.
Visit our Contact Us page to connect with our Customer Care Team in the way that best suits you — whether you’d like to call, chat, start a return, track your order, or reach out for service, warranty, or general support.
If you’d prefer to speak with someone right away, call us at 800.222.5728.
How can I track my order?
How can I track my order?
We’ll email your tracking number once your order ships.
You can also check the status anytime on our Track Order page, located at the bottom of our website.
What is included with White Glove Delivery?
What is included with White Glove Delivery?
For most larger items, we offer White Glove Delivery, also called In-Home Assembly.
This premium service includes unpacking, assembly, placement in the room of your choice, and removal of all packaging materials.
After your purchase, your local Relax The Back store or delivery partner will contact you to schedule a convenient delivery date.
The additional cost for this service appears at checkout and is available for most large items.
Please note that non–White Glove deliveries are curbside drop-offs only.
Why didn't I receive an Order Confirmation email?
Why didn't I receive an Order Confirmation email?
If you don’t receive your order confirmation within a few minutes of completing your purchase, please check your junk or spam folder; it may have been filtered there.
If you still don’t see it, our Customer Care Team will be happy to help. Call 800.222.5728 or email customerservice@relaxtheback.com for assistance.
What is your cancellation policy?
What is your cancellation policy?
Your satisfaction is our priority, and we strive to ensure every purchase meets your expectations. Below are our guidelines for order cancellations and refused deliveries.
Before Shipping
You may cancel your order at any time before it ships.
Custom Orders
For made-to-order items that have entered production, a 15% cancellation fee will apply.
After Shipping
Once an order has shipped, it can no longer be canceled.
Refused Deliveries
If you refuse delivery for any reason other than a manufacturer defect, you’ll be responsible for return shipping costs and a 15% restocking fee.
How can tax-exempt organizations or resellers make a purchase without paying sales tax?
How can tax-exempt organizations or resellers make a purchase without paying sales tax?
If you’re a tax-exempt organization or reseller, please contact our Customer Care Team at customerservice@relaxtheback.com.
Include a copy of your Tax Exempt Form and a list of the item(s) you’d like to purchase. Our team will review your information and assist with placing your order tax-free.
Returns & Exchange
What is your return policy?
What is your return policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, visit our Return Request Portal and submit your request.
Once received, our Customer Care Team will review your submission and follow up with the next steps to ensure a smooth and timely return process.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt.
To begin, visit our Return Request Portal to submit your request. If your item is eligible, you’ll be able to complete your exchange directly through our Loop Returns portal.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping times vary depending on the item and manufacturer. You can find specific shipping details under the Shipping Information tab on each product page.
In-stock items
Housed at our warehouse, these typically ship within 2–3 business days.
Shipped directly from the manufacturer
These are shipped directly from the manufacturer. Delivery times may vary based on location and product availability. Please refer to your product’s Shipping Information tab for estimated shipping timelines.
Made-to-order products
These require additional time for fabrication. Once we receive an estimated ship date from the manufacturer, our Customer Care Team will email you with that information.
We’ll always keep you informed with tracking details once your order is on its way.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our Customer Care Team to update your shipping address.
Once an order has shipped, we’re unable to make any changes to the delivery address.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.