Frequently Asked Questions

The free shipping campaign is available for urban addresses Australia-wide (charges may apply for rural areas, the Australian Capital Territory, South Australia, Northern Territory, and Tasmania). Please email us to check your eligibility.

Our standard delivery time is as follows: once the order is placed, any stocked item(s) will be dispatched within 3 working days, excluding Saturdays, Sundays, and Public Holidays. You can generally expect to receive your order within 10 working days after dispatch if you are located in a metro area, or within 20 working days after dispatch if you are in a regional or rural area.

Please note that for orders containing multiple items, delivery may occur in separate shipments, as some items may be stored at different warehouses. For pre-order items, kindly refer to the Estimated Time of Arrival (ETA) stated on the product page, or feel free to email us to confirm the expected delivery time. Additionally, for interstate transfer items, it may take up to 20 working days for delivery.

Delays in processing time and delivery may occur during peak seasons, promotional periods, or due to unforeseen circumstances. Please understand that during these times, our team is working hard to fulfill all orders, and we greatly appreciate your patience and understanding.

Small Products:

Most of our orders are shipped from our Sydney warehouse via Direct Freight Express. Once your order has been dispatched, you will receive an automated dispatch confirmation email. To track your parcel, simply click the link provided in the email or visit the following link: Direct Freight Express Tracking and enter the tracking number provided in the email. Please note that it may take 1-3 working days for tracking information to be updated by our delivery partner.

Massage Chairs or Massage Sofas or Gaming Chair:

Once your order is placed, any in-stock massage chair will be dispatched within 3 working days. For orders involving finance applications, please note that a credit check will be conducted, and dispatch will only occur after the credit check has been approved. Upon dispatch, you can expect delivery within 10 working days for Metro Areas (SYD, MEL, PER, BRI), or within 20 working days for other regions or rural areas. Our delivery partner will contact you via SMS or phone call as the delivery date approaches. Should you receive an SMS, we kindly request that you respond promptly. For any delivery rescheduling, please contact the delivery partner directly using the details provided in the SMS.

If you encounter any difficulties with scheduling the delivery, please feel free to send an email to info@osim.com.au for further assistance.

We appreciate your understanding that delays may occur during peak seasons or promotional periods due to high order volumes and delivery demands. We are committed to delivering your order as efficiently as possible and thank you for your patience.

Of course! Once your order has been placed, please contact us at online@osim.com.au, and we will be happy to assist you with the delivery arrangement. Kindly let us know your preferred delivery week, or inform us at least 4 weeks in advance of your preferred week so we can coordinate the delivery accordingly.

To qualify for delivery, your location must be easily accessible via an elevator or be on the same level as the loading/unloading area. If the delivery crew is unable to transport the massage chair or massage sofa through the elevator at the time of delivery (e.g., the item does not fit, elevator access is denied by building management, etc.), and it is deemed unfeasible, we will assess the possibility of carrying the item via staircase in a safe, non-hazardous manner.

If the process is considered hazardous (e.g., risk of damage due to a narrow staircase, obstructed passageways), and our team determines that delivery is not feasible, we reserve the right to cancel the delivery. In such cases, re-delivery arrangements may be required and could be subject to additional charges.

Recommended Door Width:

Customers are responsible for providing accurate measurements prior to delivery (e.g., width of doors, hallways, staircases) and for informing us of any tight corners or potential access issues. While our delivery team will do their best to place the massage chair in your preferred location, we cannot guarantee placement if the space is too small or restricted.

If you have any concerns about access, please email us at online@osim.com.au with images and measurements, and our team will be happy to advise you.

Office Hours: 9:00 AM to 4:00 PM (Sydney time, AEST), Monday to Friday. Closed on Saturdays, Sundays, and Public Holidays.

You can scan the QR code below to submit your service request, or email us at info@osim.com.au with a description, along with any pictures or videos of the issue (if possible), so we can identify the problem and solution right away. Please also include your invoice number/order number, mobile number, and home address in the email, and our customer service team will contact you as soon as possible to arrange the service.

Within The One Year Warranty Period

Customers may send the product to an OSIM service depot in Sydney, Melbourne, Brisbane, or Perth at their own cost. The warranty excludes parts subject to normal wear and tear, such as fabrics, foam, pads, plastics, upholsteries, and any exterior coverings.

After Warranty Period

Don’t worry, we’re here to help. Simply send your OSIM product to our service center, and we will assess the issue and provide the best solution. We will then provide you with a quote for all related costs (including round-trip delivery, service labour, and parts), and we will proceed with the service only once we have received your confirmation.

Please refer to OSIM Care for the warranty terms for the massage chair.

We aim to ensure you are fully satisfied with your purchase. If you find the product unsuitable, please contact us at info@osim.com.au, and we will work with you to explore potential solutions. If you are still dissatisfied with your online order, we offer a return and refund within 14 calendar days of receipt, provided the product is in its original condition and packaging.

Upon receipt and inspection of the returned item, a refund will be issued, minus return shipping costs and a 15% restocking/escrow fee, unless the product is defective or the return is due to an error by OSIM. Refunds will be processed via the same payment method used for the original purchase.

Before returning the item, please contact us at info@osim.com.au to arrange the return. For the safety of our staff, any packages received without prior authorization will be rejected.

We kindly request that you carefully consider your purchase, as we are unable to offer refunds or exchanges for change of mind. Thank you for your understanding.