FREQUENTLY ASKED QUESTIONS

1. How long will it take to process my order?

Standard order processing time for in-stock items is 1 to 2 business days. Please note that orders are not processed on weekends or U.S. holidays. Extra time is required for processing large orders, international orders, orders requiring information verification and orders with personalized or engraved items. Orders with personalization or engraving must allow up to 5 additional processing days. Processing times are not calculated into the estimated delivery times.

Where is my tracking number?

As soon as your order leaves our warehouse, we will email you a shipping notification that includes the shipping method you've selected and your assigned tracking number. You will also find this information in your NDMassssagers Shop account order history details. 

An item I've ordered is on backorder. When will I get it?

If an item is on backorder, we will display the expected re-stock date, when known, in the item's description. As soon as the out-of-stock item is available, your order will be processed. Our standard processing time is 1 to 2 business days. You will need to allow additional time for personalized or engraved items. After the order has left our warehouse, the estimated delivery time will be based on the shipping method you've selected. 

Why was my card charged twice?

There are two instances where you may see a duplicate charge against your card or PayPal statement:

Double Charge: Though rare, a billing error may occur, if there are 2 charges for the same order and neither one is pending. If you find a double charge on your statement, please contact Customer Service for assistance.

Double Authorization: When you place your order, your selected payment method is not immediately charged. What you will see at that time is an authorization, which is a request for payment approval. When approved, a hold will be placed against your account for the amount of the purchase. The authorization will become a posted charge when your order has been fully processed, and is set to be shipped from our warehouse.

A double authorization can occur if an order is submitted more than once during Checkout, a change has been made to an order, or if an order is delayed for more than 3 to 5 business days, due to a backorder or pre-order item being purchased. Though authorizations usually expire within 3 to 5 business days, the estimated timeframe can vary depending on the issuing bank, especially for pre-paid and foreign-issued cards. If you find a double authorization on your card or PayPal account, please contact Customer Service for assistance.

How do I use a promotion code?

To receive your discount or special offer, type the promotion in the coupon field, and click the "Apply" button. The page will refresh and note any discount or free gift tied to the offer. Please note that promotion codes are case sensitive. After seeing the promotion code added to your order, you should then enter your payment information and submit your order. Please note that only one promotion code may be used per order at this time.

You may enter your promotion code in the cart.

I haven't received my order. What do I do?

If you have not yet received your order, you may track your order on our website to see its current status. Click Here

Please keep in mind that our estimated delivery times do not include our processing time, weekends or U.S. holidays.

If your order has been marked delivered or it has been beyond the estimated delivery time, please contact Customer Service at Tel:+1 424 666 8375 for assistance. You may also Click Here to send an email.

Do you ship to my country?

Yes. We are pleased to provide an enhanced international shopping experience for all our customers abroad.Guaranteed order totals at checkout and no hidden fees, cost-effective international shipping, and much more.

How will I know how much my order will cost?

Just add items to your basket and click select to check out. Borderfree calculates and displays the order total in your preferred currency, including all shipping costs from our warehouse in The United States to your selected international destination, as well as any applicable duties and taxes imposed by Customs and revenue authorities in the destination country.

Are there any additional costs that will be due upon receipt of my order?

As long as you select to prepay duties and taxes, the order total presented at checkout is the exact amount you’ll be billed by Borderfree, and there will be no additional costs due upon delivery.

How much duty and taxes are charged on international orders?

Duties (or Customs tariffs) are set by the destination country Customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Borderfree supports. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree international checkout.

How can I track my international order?

You can track the progress of your international package(s) here.