FAQ
Welcome to our FAQ page! Whether you're a professional therapist, a student, or an individual exploring wellness options, this section is designed to answer your most common questions and guide you through our offerings. From ordering and shipping to special requests and customer support, we've got you covered.
1. I'm a new customer, how do I order?
Simply select the product you'd like to purchase, add it to your cart, and proceed to checkout. It’s quick and easy!
2. Do I need to create an account to order massage products from MTSO?
No, you can easily place an order without creating an account. However, if you order frequently, creating an account can save you time by pre-filling your shipping address for faster checkout.
3. How do I create a secure customer account?
Once you complete your first order, you can type in a password on the Thank You page to create an account. The shipping address form will be pre-filled on subsequent orders, provided that you log in to your account. (There is no sign-up page. The "Thank You" page is your registration page.)
4. What is your shipping and return policy?
Our shipping and return arrangements are industry standard, including for damaged or defective items. You can find our policy at this link. Please note, we do not ship outside Canada.
As a small, sustainable company, some products may not be immediately available. If this happens, we will notify you promptly and provide options for proceeding with your order.
6. What is your policy on Custom Orders?
We are happy to provide custom orders for tables and linens. Note that we require 50% of the cost to be paid in advance. Custom orders on tables and linens are non-returnable/non-refundable.
7. What if my shipping address is different from my billing address?
No problem! During checkout, simply enter your shipping address. Make sure the box labeled “Use shipping address as billing address” is unchecked. Then, enter your billing address. If you prefer, you can also call or email us, and we'll update the billing address for you.
To avoid any potential delays, we recommend ensuring that your billing address matches the one on file with your credit card issuer.
8. Why do you require my phone number?
We may need to contact you directly for any urgent updates regarding your order. We’ve found that phone calls are the most effective way to reach our customers. Rest assured, any information you provide at checkout is secure and will never be shared outside of our system.
9. I sent in my order, but I need to add another product to it. How do I add to an order I’ve already placed?
Simply call us at (780) 440-1818 or Toll-Free: 1-800-875-9706, and we’ll personally assist you in adding the product to your order, as our online system doesn’t allow modifications once an order is placed.
10. I'm in a remote location; can I still order from you online?
Yes, you can order as usual. However, additional charges may apply for remote locations that are not easily accessible by our couriers. We will contact you to confirm these charges before shipping your order.
11. How do I find the products I need?
All our Massage Therapy and Bodywork Supplies are listed in the catalog menu, organized into easy-to-find collections. You can also use the Tags section, located at the upper right of any collection, to refine your search. Additionally, our regular search bar is available at the top of the page and in the footer for easy access.
12. Can I customize my order (e.g., linen colors or table specifications)?
Yes, we offer customization options for linens and massage tables. Reach out to discuss your needs, and we’ll help bring your vision to life.
13. Do you provide advice on setting up a new practice?
We assist new practitioners by helping them select the right equipment and supplies to get their practice started. Feel free to reach out, and we’ll guide you through the essentials.
14. Do you rent out equipment?
Yes, we rent out portable massage tables and portable massage chairs. For more information, please visit our Table and Chair Rental page.
15. Do you provide bulk or wholesale discounts?
Please call us for information about eligibility and pricing.
16. Do you offer gift cards?
Yes, we do! Gift cards are available for purchase and make a great option for therapists, students, or anyone interested in wellness products.
17. What payment methods do you accept?
We accept major credit cards, debit cards e-transfers, and wire transfers. In-store, we also accept cash payments.
18. I don’t know exactly what I need; can you help me?
Absolutely! We’re real people in a real store, and we’re here to help. Feel free to call us during our regular business hours (Mountain Standard Time), and we'll assist you in finding exactly what you need.
Phone: (780) 440-1818 // Toll-Free: 1-800-875-9706
We're open Monday – Saturday, 10:00 a.m. – 5:00 p.m. MST (Closed Sunday and Statutory Holidays)
19. Can I visit your store to see products in person?
Yes, you are very welcome to visit our Edmonton showroom to experience our products firsthand, including massage tables and linens, and get expert advice from our team.
We are located at: 9206-95 Avenue, Edmonton, AB.
Still have questions? We're here to help! Our dedicated team of real people in a real store is always ready to assist you. Thank you for choosing Massage Therapy Supply Outlet Ltd.—we look forward to supporting your journey in wellness and massage therapy.
