Customer Service and Policy

• Shipping & Delivery
• Privacy & Security
• Returns & Replacements
• Ordering
• Payment, Pricing & Promotions
• Viewing Orders
• Updating Account Information

Shipping & Delivery

Shipping Rates

For a domestic shipping estimate, please enter items in your shopping cart and use our Shipping Calculator.

Most orders for in-stock items received by Noon PST (Monday - Friday) will usually ship within 24-48 hours. Shipping method is FedEx Ground (unless otherwise selected) to all destinations in the U.S. (excluding Alaska and Hawaii). Drop Ship items may take longer. We reserve the right to choose the appropriate carrier based on customer needs, cost and delivery schedules.

Continental US

FedEx Ground - Parcels reach most US destinations within 5 business days of shipment and includes tracking information. Depending on weather conditions and your location, your delivery may take slightly longer. We are not responsible for FedEx delays.

Freight Carrier - Large quantity, pallet-size orders are available for special delivery. Please contact customer service for a custom quote. All pallets ship "signature required" - someone must be present at the time of delivery.

Alaska / Hawaii Ship Method

All parcels are shipped using FedEx Ground or USPS. We will select the most appropriate carrier based on order make up and destination.

Post Office Box & APO/FPO

We ship via United States Postal Service First-Class mail. Neither a tracking number nor order number can be provided.

Oversized / Heavy Items

An additional fixed charge applies to oversized and overweight items such as massage tables, chairs, massage sofa and etc.

Manufacturer Direct Shipping

Products with an item status of "Drop Ship" ship directly from the manufacturer. We can confirm the date the item was shipped and, upon request, provide you with tracking information. Please call our customer service number.

Important Disclaimer

All products and risk of loss are FOB seller’s warehouse. All shipping charges are the responsibility of the purchaser.

Privacy & Security

TOA Supply Inc will never sell your information to any third party, ever. You have our word.

What we collect

• Identifiable information absolutely necessary for the transaction or our internal records.
• The domain names and email addresses of visitors to our web page, the email addresses of those who communicate with us via email, aggregate information on what pages customers access or visit, and any information customers volunteer.
• Financial information, such as a credit card number, used for order processing only.
• Contact information, used to send your order, as well as catalogs, newsletter and other relevant information.

 

What we do with your information

The information we gather is used in-house to help us create a better and more effective shopping experience for our customers. Understanding typical navigational patterns helps us improve website flow and efficiency. Understanding typical purchase patterns helps with inventory control and new product additions.

When you make a purchase, we will send you emails to confirm your order and may also need to contact you via phone, postal mail or email if we have other questions regarding your order.

We may disclose personally identifiable information you provide in response to a particular legal process. For example, in response to a court order, subpoena, or at the behest of a law enforcement agency's request.

We require that direct-to-customer shipments from vendors protect your information according to their stated Privacy Policies or, in the event they do not have a stated Privacy Policy, this Privacy Policy. They may not use the personally identifiable information you provide for any purpose other than to fulfill your order.

We truly have our customers' best interests at heart. We constantly research better ways to offer products that improve and enhance your life.

 

Privacy and Security

TOA Supply uses several of the latest encryption technologies to keep your personal information safe. Your private ordering information - including your credit card number - is encrypted using several keys for maximum security. Your credit card and billing information cannot be read as it travels to our ordering system (128 bit SSL encryption), and the numbers are unreadable to anyone trying to access the site remotely. We have implemented the requisite physical, electronic, and managerial processes to prevent unauthorized access, and maintain data security.

Returns & Replacements

TOA Supply Inc guarantees satisfaction with every product we sell. If an item does not meet your expectation, please follow these procedures within 15 days 30 days of the date of receipt to insure a prompt replacement, refund, or credit. You must receive a Return Authorization Number (RA#) from TOA Supply Inc. prior to sending your return.

New and Un-opened Returns within 15 days

We will gladly accept new products, returned in original packaging and in a resellable condition, within 15 days from the date of received shipment. Customer is responsible for return shipping costs. Items returned after 15 days will incur an additional Restocking Fee. Items over 30 days may not be returned. Items shipped directly from our manufacturer must be returned within 15 days and may incur additional charges or be subject to additional requirements/policies.

Opened

Opened merchandise may be returned for a store credit less a 20% restocking fee for all items, providing merchandise is returned double boxed in its original factory carton, undamaged with Styrofoam, warranty card, instruction manual and all included accessories. Some items have a higher than 20% restocking fee. This will be indicated on the product page. You will be charged extra for any missing or damaged items upon return. Shipping is non-refundable, and items purchased originally with Free Shipping will have standard ground shipping fees deducted from the store credit. All returns are subject to inspection before store credit is given.

Defective Products

We recognize that occasionally a defective or damaged unit may be received. Call us immediately for any damages or returns and retain packing slip and all packing materials. We will repair or replace any warranty covered unit at our option within the first 7 Days after return, if we determine it is defective in material and/or workmanship and in need of repair. If the unit cannot be repaired to correct warranty defects within 7 Days of your return, we will ask the manufacturer to replace the unit or offer a comparable unit from our own stock. We have to see the unit first to determine if the problem(s) you are having are covered by the manufacturer's warranty. We do not accept COD returns, and damaged shipments must be returned within 7 days. Inspect all items upon receipt. Please call customer service at 1-866-620-9888 for assistance.

Non-Returnable Items

For obvious reasons, we cannot accept returns on opened products like oils, lotions, personal care products, creams, books, videos, music, CDs, DVDs, brochures and software. Returns on washed linens, worn clothing, or used disposable garments will not be accepted. Special orders and custom built tables are non-returnable.

Shipping Damage Products

Fedex: Please inspect your package when you receive it from the shipping carrier. If you notice any damage from shipping, please contact our Customer Service Department at 1-866-620-9888 to report the damage. DO NOT use the product. You must contact us within 5 business days. Make sure that you keep all packaging (boxes, shipping labels, packing material, etc), as the shipping carrier will come to inspect the package.

Freight Carrier: Always inspect your shipment BEFORE signing for it. It is best to completely remove your shipment from its containers regardless of the condition of the box, inspect it thoroughly, assemble the product (if possible), and if it is damaged make a note of the damage on the delivery receipt, or repackage and decline delivery. When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition. If opening or assembling is not possible at the time delivery is received, it is best to indicate "possible concealed damage" regardless of the condition of the box (as). This is very important because once you have signed for your shipment it is your responsibility if it is damaged. Save your box and all packaging materials until you are satisfied that your product and all accessories are satisfactory. Attempting a return to the manufacturer for repair/replacement is impossible without the proper boxes!

How to Return Non-Defective Products

All returns MUST have a Return Authorization Number (RA#) printed on the outside of the shipping box. If we don't see an RA#, the box will be returned to you at your expense. Please follow these steps to insure a prompt replacement, refund, or credit:

      1. Call 1-562-463-9999 and ask for Customer Service. After speaking with a representative, you will be issued a RA#. YOU MUST RECEIVE a RA# before sending back a product.

      2. Include a note stating purchaser's name, address and order number and reason for return. Be sure to include RA#.

      3. Using a good carton, return package via insured US Mail, UPS or FEDEX.

      4. Send returns to:

                     TOA Supply Inc.

                     Returns Department

                     2498 Peck Road

                     Whittier, CA 90601

      5.Keep a record of shipment until you have received credit or replacement merchandise.

Ordering

Order Limitations

We reserve the right to reject any order you place with us, and/or or to limit quantities on any order, without giving any reason. If we reject your order, we will generally attempt to notify you using the e-mail address you gave us when you placed the order.

Order Limitations/Limited Quantities

TOA may, at its own discretion, limit or cancel quantities purchased per person, per household or per order. TOA also reserves the right to reject any order you place with us. These restrictions may include orders placed by the same web site account, the same credit card, and orders that use the same billing and/or shipping address. In the event we make a change to an order, we will attempt to notify you by contacting the e-mail and/or billing address provided at the time the order was made. TOA reserves the right to limit or prohibit sales to dealers.

Payment, Pricing & Promotions

All prices on TOA Spa are listed in U.S. dollars. If an item is available online only, or both online and in stores, the price shown will be the online price. If an item is available in store only, the price shown will be the in store price. Pricing, promotions, styles and availability may vary by store and online. Store-only prices may be higher in stores located in Alaska and Hawaii.

Generally, credit and debit card are not charged until we either ship the item(s) to you or confirm store availability (at which time you will be charged only for the goods we have actually shipped along with any appropriate taxes or shipping charges). However, we may pre-authorize your order amount with your credit or debit card issuer at the time you place the order, which may have an effect on your available credit line. When paying for a preorder with a debit card you will be charged at the time you place your preorder. Please contact your credit card issuer for more information.

Sale

It is a temporary price reduction.

Pricing Verification

We cannot confirm the price of an item until your order enters the shipping process. Nor will we charge your credit card until your order enters the shipping process.

Viewing Orders

View Order Status

View Order Status allows quick access to reviewing an individual order and the current status of that order. If tracking information is available, you can also track your package using View Order Status.

Also, View Order Status is the only way for Guests using Guest Checkout to review their order. Orders placed using Guest Checkout cannot be viewed through My Account, as they were not purchased through a specific Guest account.

To use View Order Status, you will need your Order ID and the valid email address associated with that order. You can find your Order ID on the Order Acknowledgement page that was displayed when placing your order, or in the Order Acknowledgement email you received shortly after placing your order.

Updating Account Information

How to Manage My Information

Viewing and updating your information within your TOA Spa account is easy. Simply click “My Account” at the top left corner of any page to make changes to your information.

In my account, you can change:

• Name, email address and password
• Shipping and billing addresses
• Credit card on file
• Preferred shipping method
• Communication preferences

 

Unsubscribing

There are a few ways to unsubscribe if you no longer want to receive marketing and promotional communications from TOA. 

1. Click 'Unsubscribe' in any email we send to stop receiving TOA email communications.

2. Or, visit My Account, click on “Email & Subscriptions” and uncheck the box next to any communication you no longer want to receive.