FAQ: Orders, Shipping, Returns & Product Support

Orders are generally processed within 1–3 business days, Monday through Friday, excluding holidays.

After processing, your order is prepared for fulfillment by the applicable manufacturer, supplier, or fulfillment partner. You will receive a shipping confirmation email when tracking information becomes available.

Estimated total delivery time consists of:

• Processing time: generally 1–3 business days.
• Transit time: the product-specific period after the order has been handed to the carrier.

For example, if a product has a 5–7-business-day transit time, its estimated total delivery period is approximately 6–10 business days.

Shipping charges, transit estimates, and available delivery services vary by product and destination. Review the product page and checkout for the details applicable to your order.

We currently ship to:

• All 10 Canadian provinces.
• The 48 contiguous United States and Washington, D.C.

We currently do not ship to:

• Yukon, the Northwest Territories, or Nunavut.
• Alaska or Hawaii.
• U.S. territories.
• Military addresses.
• P.O. boxes.

Some remote locations may require additional review. Contact us before ordering if you are unsure whether your address is eligible.

Shipping costs vary by product, destination, order value, and selected delivery service. The shipping charge collected by My Energy Flow is displayed at checkout before payment.

Canadian orders may also be subject to duties, import taxes, or brokerage charges depending on the shipment origin. These charges may be collected separately by the carrier or applicable authorities and may not be included in the checkout total.

Review our Shipping Policy for complete details.

When tracking is available, we will email the carrier name, tracking number, and tracking link after your order ships.

For freight deliveries, the carrier may also contact you directly to arrange a delivery appointment. Tracking updates and estimated delivery dates are provided by the carrier and may change while the shipment is in transit.

Many larger products are delivered by a freight carrier. Curbside delivery means the carrier delivers the shipment to the nearest safe and accessible point at the delivery address, such as the curb, driveway entrance, or loading area.

Standard curbside delivery does not include:

• Bringing the product inside.
• Unpacking.
• Assembly or installation.
• Removing packaging.
• Moving the product to its final location.

Additional services are included only when they are expressly stated in the selected delivery option.

White Glove Delivery and Setup is available for select products and destinations.

When offered, it will appear as a separate option on the product page. The exact service scope, cost, appointment requirements, and delivery timeframe may vary by product.

White Glove service does not automatically include electrical work, plumbing, construction, or removal of an existing product unless the service description expressly states otherwise.

Inspect the packaging and product carefully at delivery.

For freight shipments, where possible:

• Check the shipment before signing the delivery receipt.
• Note visible damage on the delivery receipt.
• Take clear photos of the packaging and product.
• Keep all packaging and shipping documents.
• Contact us promptly at support@myenergyflow.com.

Certain manufacturers and products require damage to be reported within 48 hours of delivery. Review the product-specific terms and contact us as soon as possible if anything appears damaged, missing, or incorrect.

Eligible products may be returned within the return period specified for the applicable product or manufacturer. Many eligible products have a 30-day return window, but return periods, product-condition requirements, restocking fees, and eligibility vary.

Some products are final sale, non-cancellable, or subject to shorter return periods. Product-specific terms apply where stated.

Review our Refund and Return Policy and the applicable product page before purchasing.

Exchanges are available only for selected products and manufacturers.

Kahuna massage chairs: Customers may request an exchange for another model within 30 days of delivery. Customers are responsible for return shipping costs, and a 10% restocking fee applies.

All exchange and trade-in requests require prior approval. Contact us before returning a product to confirm eligibility and receive instructions.

Email support@myenergyflow.com and include:

• Your order number.
• The product you want to return.
• The reason for the return.
• Photos or videos when relevant.

We will review the request, confirm whether the product is eligible, and provide return instructions and a Return Merchandise Authorization number when required.

Do not ship an item back until the return has been approved and you have received the correct return address and instructions.

Customers are generally responsible for return shipping costs for approved change-of-mind returns.

When an item is damaged on arrival, defective, or incorrect, My Energy Flow will work with the manufacturer or supplier to arrange an appropriate resolution. Reasonable return shipping costs are covered when required under the approved claim process.

Original shipping charges may be non-refundable where permitted and where the return is not caused by an error or product defect.

A restocking fee may apply to an approved return, depending on the product and manufacturer.

Where applicable, restocking fees commonly range from 10% to 25%. The applicable fee and return conditions will be confirmed when the return request is reviewed.

Review the product page and Refund and Return Policy for product-specific information.

Contact us as soon as possible at support@myenergyflow.com.

Please include:

• Your order number.
• A description of the issue.
• Photos of the product and packaging.
• Video showing the defect, when applicable.
• A photo or copy of the delivery receipt for freight orders.

Depending on the circumstances and applicable manufacturer policy, the resolution may include replacement parts, repair, replacement, or refund.

Do not discard the packaging or attempt an unauthorized repair before receiving instructions.

Warranty terms vary by manufacturer and product. Coverage may apply to specified parts, labor, or product replacement, subject to the manufacturer’s exclusions, claim requirements, and warranty period.

Applicable warranty information may be provided on the product page, in the product documentation, or by the manufacturer. Contact us before purchasing if you need confirmation of the warranty terms for a specific product.

My Energy Flow can assist with initiating a warranty inquiry, but the manufacturer determines warranty eligibility and the available remedy.

Available payment methods are displayed at checkout and may include:

• Visa.
• Mastercard.
• American Express.
• Discover.
• Diners Club.
• PayPal.
• Shop Pay.
• Apple Pay.
• Google Pay.

Availability may vary based on your device, browser, location, and checkout method.

All website prices and transactions are processed in U.S. dollars unless expressly stated otherwise.

If your bank account or payment card uses another currency, your financial institution may apply its own exchange rate or foreign-transaction fee.

Payments are processed through encrypted, PCI-compliant payment providers.

My Energy Flow does not store your complete card details on its own servers. Payment providers and other necessary service providers process information according to their security and privacy requirements.

Review our Privacy Policy for more information.

You may request a price match before purchasing or within 30 days after purchase.

To qualify, the competing offer generally must:

• Be for the identical brand, model, condition, and configuration.
• Be currently in stock.
• Be offered by an authorized online retailer.
• Be publicly available and verifiable.
• Be compared using the total purchase price, including shipping, handling, taxes, and applicable discounts.

Marketplace sellers, auction sites, warehouse clubs, bundles, rebates, limited-time promotions, and offers that conflict with manufacturer pricing policies may be excluded.

Product prices, taxes, and shipping charges collected by My Energy Flow are displayed before payment is completed.

Depending on the order, additional costs may include:

• Duties, import taxes, or brokerage charges.
• Optional delivery services.
• Return shipping.
• Restocking fees.
• Currency-conversion or foreign-transaction fees charged by your bank.

Applicable return-related charges are governed by our Refund and Return Policy.

Review the product description, specifications, dimensions, electrical requirements, included components, delivery information, and warranty terms.

Our team can also help you compare products based on:

• Available space.
• Intended use.
• Product features.
• Budget.
• Delivery requirements.
• Installation or setup considerations.

Our product guidance is informational and is not medical advice. Consult an appropriate healthcare professional regarding medical conditions or treatment decisions.

Yes. Our team can help with product comparisons, order questions, delivery planning, and general product information.

• Email: support@myenergyflow.com
• Phone: 1-833-365-9319
• Live chat.
• Contact form.

My Energy Flow sells genuine branded products sourced through manufacturers or authorized distribution channels.

If you would like to verify My Energy Flow’s dealer status for a specific brand, contact us before purchasing and we will provide the available information.