Frequently Asked Questions

Are you the manufacturer?
Where can I try an Elite chair?
What material is the chair covered with?
How does the warranty work?
How is the chair shipped?
How much does the chair weigh?
Can you hide the calf chambers?
Can the chair be used as a regular recliner?
How hard is the assembly of the chair?
How long does delivery take?
If I choose the standard delivery will I be notified?
I have heard Japanese imported chairs are better, is that true?
How do I return my chair if I am not satisfied with its performance?
How do I get my massage chair serviced or repaired?
Can I finance my massage chair or make monthly payments?

Q. Are you the manufacturer?
A. Yes. We design and import all of our own chairs and as such we are considered the manufacturer although the actual fabrication facility may be located in Taiwan, China or Japan as are 99% of all massage chairs.

Q. Where can I try an Elite chair?
A. Many of the stores that sell massage chairs request exclusive selling rights for the chairs. Many manufacturers are not willing to offer this on all their models but will release certain models to a retail store. Elite did release some of our models exclusively to a store called "Relax the Back" which has locations nationwide, as well as "Relax in Comfort" and "The Ultimate Back Store". These stores are independently owned and many choose not have a floor model depending on the time of year and floor space availability. Because of this fact and to keep our prices competitive we have chosen to offer our products mainly over the internet. The only place you are guaranteed to try an Elite massage chair is at our corporate office and showroom in Evergreen CO. But give us a call anyway, we may still be able to find a store near you.

Q. What material is the chair covered with?
A. Elite chairs are covered with a tough, resilient and long lasting synthetic leather. It is virtually maintenance free and, will withstand the rigors of a frequently used massage chair and is nearly indistinguishable from natural leather. Most top of the line chairs are equipped with a four roller massage system that provides a very deep shiatsu style of massage and will also include an advanced heating element. Normal leather cannot withstand the prolonged use of the rollers and heating element and will rapidly dry out and crack. The synthetic leather also has elasticity that will allow it to stretch with the deep massage motion of the rollers and return to its original shape. Elite's covering has been proven to be more durable, allowing it to maintain its look longer than normal leather. This material does not need to be conditioned, treated or moisturized and can be cleaned with almost any product.

Q. How does the warranty work?
A. Elite chairs are covered by the best warranty in the industry. Parts and labor are covered for 5 years, and shipping for 1 year. Most internet buyers find that if there is a problem with their chair, a few minutes on the phone with a Tech Support agent will diagnose the problem and a replacement part (along with step-by-step instructions) will be sent out the same day. The chair remote control is also equipped with its own diagnostic software and can tell you when something is not right with the chair and exactly what needs fixing. On receipt of the part, the Tech Support Agent will walk you through the replacement process. Tech support documents are also available online in our Tech Section. In the extremely rare event that the whole chair requires return to our repair facility, shipping is covered for the first year of ownership as long as the owner has retained the packing materials.

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Q. How are the chairs shipped?
A. Both the Elite Optima and Elite Triumph are shipped DHL Ground (unless express, expedited or white glove delivery is selected) and come fully assembled. Simply zip on the back pad and plug it in. The remote holder can be optionally attached if wanted.

Q. How much do the chairs weigh? What are the dimensions?
A. The Optima weighs 240 lbs out of the box and 280 lbs in the box. You can see the dimensions here. The Elite Triumph is 180 pounds out of the box and 210 pounds in the box. You can see its dimensions here.

Q. Can you hide the calf chambers?
A. No. Due to the unique design that provides true Shiatsu massage on the legs and feet, the chambers cannot be rotated inward. Most chairs that have calf and foot units that can be hidden do not actually provide true mechanical Shiatsu massage of the calves and feet.

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Q. Can the chair be used as a regular recliner?
A. Yes, the Optima and Triumph can operate like a traditional recliners, meaning the back and the leg massage can be operated independent of one another. Although massage chairs in general are not designed for comfort, both the Optima and Triumph are considerably more comfortable than most massage chairs. We have designed them that way.

Q. How hard is the assembly of the chair?
A. Assembly for any Elite chair is quite easy, as they come fully assembled. Complete setup instructions are included with the chair and are also available on line in our Tech Section. No tools are required. Due to the weight of the chair, it is recommended that 2 able-bodied persons are available.

Q. How long does delivery take?
A. Standard shipping is via DHL freight. Delivery is usually 5-7 business days, depending on the your location. White Glove premium delivery service is available at additional costs but can take a few days longer in transit.

Q. If I choose the standard delivery will the delivery company notify me before they deliver?
A. Yes, you will be contacted by the delivery company with any delivery method and given a delivery window. When your chair is shipped, you will also receive an email showing your shipment tracking numbers. Using these tracking numbers, you can call your local DHL terminal and request specific local delivery instructions.

Q. I have heard Japanese imported chairs are better, is that true?
A. No. This may have been true several years ago but it is no longer the country where massage chairs are assembled that is important, it is the parts and components that the chair is made of that determines the quality of your chair. Nearly all massage chair manufacturers now have assembly plants in China, so even a 100% Japanese or Taiwanese chair may now say "made in China". We travel to Asia several times a year to inspect our factories and select only the ones with the highest quality standards and top rated and tested parts.

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Q. How do I return my chair if I am not satisfied with its performance?
A. If for whatever reason you are not satisfied with your Elite Massage Chair, simply call us and we will come pick it up. You have a full 30 days to evaluate it. Just return it to its original box and we will refund your full purchase price less shipping.

Q. How do I get my massage chair serviced or repaired?
A. We have designed Elite Massage Chairs to be modular in design and are nearly plug and play. If, for instance, a massage motor goes bad (a very rare problem and one of the hardest on our list of repairs). Our technician will walk you through the process of removing the malfunctioning part with the help of step by step online instructions. You will send the part back to us for repair, if we are unable to repair the item we will send you a new one at no charge for 5 years. We will then walk you through the process of putting it back on. Even the most difficult problems can be taken care of in 20 minutes or so. We have designed it that way. We can also recommend an in-home technician if you would like, we have certified tech's all over the country.

Q. Can I finance my massage chair or make monthly payments?
A. Although we no longer offer financing if you would like to arrange monthly payments we would be happy to set up a payment / lay-away plan that will work for your specific needs.