Frequently Asked Questions

Delivery Policy (Online)

Which metropolitan areas in New Zealand are eligible for free shipping campaign?

Free shipping campaign is FREE TO URBAN ADDRESSES New Zealand wide (Charges may apply for rural areas).

When can I expect to receive my online order?

A confirmation email will be sent to you once you’ve completed your purchase.

- For small products, OSIM strives to process all orders within 3 workings days of purchase (excluding Saturdays, Sundays and Public Holidays).

- For massage chairs/sofa and gaming chair, the delivery is typically made within 5-8 working days after receiving and processing your order. Stock is subject to availability.

- For orders with multiple items, each item will be delivered separately.

Delays in processing time and delivery may occur during peak season, promotional period and any unforeseen circumstances. Please understand that during this time, our team is trying their best and we appreciate your patience.

What is the delivery time?

Small Products:

Once the order is placed, OSIM aims to have your order filled and ready for delivery within 3 working days upon receiving payment.

All orders are shipped from our Sydney, Melbourne, Brisbane or Perth Warehouse using Australia Post’s E-Parcel service. When your order leaves our warehouse, you will receive a dispatch confirmation email from Australia Post. In order to track your parcel, please click the link provided in the email.

Due to the ongoing COVID-19 situation, our delivery partners are experiencing a higher than usual volume of deliveries and may be subject to delays.

If you require assistance, please contact our online team (online@osim.co.nz).

Massage Chairs or Massage Sofas or Gaming Chair:

After the order has been processed, delivery within Auckland area shall take approximately 3-7 working days; Other Regions or Rural Area shall take approximately 7-14 working days. 

We would like to seek your kind understanding that some delays may occur during peak seasons and promotional periods due to overwhelming orders and deliveries.

Can I order a massage chair and have it delivered at later date?

Of course! Once your order have been placed, please contact us at info@osim.co.nz and we will be able to help you with the delivery arrangement.

What conditions do I need to be aware of for the delivery of Massage Chairs / Massage Sofas?

To qualify for delivery, your delivery location must be easily accessible through the elevator or must be on the same floor as the loading/unloading area.

If the delivery crew is unable to deliver the massage chair / massage sofa to your location through the elevator at the point of delivery (i.e. items unable to fit into elevator, refusal of elevator access by building management or etc.) and deemed unfeasible, we will assess the feasibility for the massage chair/ massage sofa to be carried up through the staircase in a non-hazardous manner.

If the process is deemed hazardous, (i.e. items prone to damage on narrow stairway, obstruction of passageway), and deemed unfeasible based on our assessment; we reserve the right to cancel the delivery and re-arrangements will be made and may be subjected to additional charges.

Door/Stairs Requirement

uDream

> 84.5 cm

uLove 2

>78 cm

uDivine V

>78 cm

Customers are responsible to provide an accurate measurement prior to delivery (Eg.Width of door, hallways, staircases) and mention any tight corners. Our movers will try their best to place the massage chair at your desired area in your house. However, it cannot be guaranteed if the area is too small or narrow.

Please email us: online@osim.co.nz with images and measurements if you have any doubts and our team will be able to advice on the matter.

Customer Service

What are your operating hours for Customer Service Call Center?

Office hours: 9am to 4pm from Mondays to Fridays. Closed on Saturdays, Sundays & Public Holidays.

What do I do if a product needs to be repaired?

Please email us at info@osim.co.nz with description, pictures or videos of the issue (if possible) that we can identify the problem and solution right away. Kindly also include your invoice number, phone number and location in the email that our customer service team will contact you as soon as possible to arrange repair.

My massager needs service/repair. Do I have to pay to get it fixed?

Within the one year warranty period

Customer may send the product to OSIM service depot in Sydney, Melbourne, Brisbane and Perth at his/her own cost.

The warranty excludes wear and tear part, such as fabrics, foam, pads, plastics, upholsteries, or any exterior coverings.

After warranty period

Don’t worry, we can still help you. Simply post your OSIM product to our service centre for us to determine the issue and provide the best solution for you. We will quote you on all related cost (including round delivery, service labour and parts) and only go ahead with service once we receive your confirmation.

What are the charges I have to pay if the massage chair needs to be repaired?

Please refer to OSIM Care about the Warranty terms for massage chair.

What is your online return policy if the product is not suitable for me?

We want you to be happy with your purchase, please contact us at info@osim.co.nz and we will look for a solution with you first if you find the product is not suitable for you. However, if you are still dissatisfied with your online orders, we can issue a return and refund within 14 calendar days of receiving the shipment. The product must be in its original condition and packaging. Once your return has been received and inspected, we will issue a refund, less return shipping costs and a 15% re-stocking/escrow fee unless the product is defective or the return is a result of an error by OSIM. Refunds will be provided in the same way that the initial payment was made.


Please contact us at info@osim.co.nz before shipping back the returned item. For the safety of our employees, any package received without a return arrangement will be rejected. 

What if i change of mind?

Unfortunately, OSIM is unable to accept change of mind refunds once payment is received.

Customer shall pay at least 15% in escrow as a non-refundable deposit. Deposit shall secure or reserve the stock and is not refundable under any circumstances. 

OSIM reserve the right and at our sole discretion on either refund or credit voucher.

Don't see the question that you have in mind? Send us a message below and we will answer any questions that you may have about our brand, products, or operations. We are happy to help.


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