Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
You may complete it via our secure website system or by phone.
a) WEBSITE: Choose any product or chamber system and click ‘add to cart’. Proceed to checkout (via your cart page or menu) and fill in the appropriate billing and shipping information. Choose your preferred payment option (more on this below), and proceed to complete the order. You will then receive confirmation that your order has been processed and received successfully and updates as to the progress of your order.
b) PHONE: Call 1-800-857-9803 and one of our specialists will take your order information over the phone. You will then receive confirmation that your order has been processed and received successfully and updates as to the progress of your order.
We accept all major credit cards, (VISA, Mastercard, American Express and Discover) as well as direct wire transfer.
Note about credit cards: In some cases credit card transactions can be blocked due to exceeding a customer’s daily limit and/or the transaction value triggering the credit card company to get in contact with you to confirm you intend to make the purchase. If you plan to use a credit card, call your credit card company to advise them of the transaction value and request to remove any daily limits. You will then have a window of time (24hours or so) to complete the transaction.
Note about wire transfers: Upon creation of your order, wire transfer information will be provided so you may forward to your bank to process the transaction.
When you place your order, our team goes to work immediately to start getting it ready. We’ll then test EACH and every component to make sure it is in perfect working order. Next for the second part of testing, we’ll put your exact system together and run it continuously, to make sure it performs exactly like it should. Then we prep it for shipping and send it out the door with DHL or Fedex. In most cases, orders arrive between 10-14 days from your order date, but it can vary by a few days (sooner or later) depending on the time of year.
An account is not required to place an order first. However, you can fill in the form (by clicking ‘My Account’) to create it. Your account is automatically created when you place an order.
If you have a change to your shipping address, you may email us directly to advise us (email@example.com). If possible, we recommend advising us before the order has shipped to avoid complications with shipping.
Once our fulfilment teams have tested and verified your order, it is packaged and shipped with DHL Express or Fedex. It can take 2-3 days for the courier to receive and process the tracking number for your order, at which point we provide it to you. If it has not been provided yet, it is very likely it is not available yet. Rest assured we will send it to you immediately, once it is available. Please monitor the email address you provided with your order and the tracking number will be provided.
We never keep any credit card information on file.
All taxes are included in the pricing, so what you see is what you pay, always. No surprise fees either.
AirSoak is proud to ship worldwide. Just be sure to inform us of your power outlet requirements so we can supply the compatible power supply that will work with your outlets.
For all soft chamber systems, your order will arrive in 3-4 medium/large boxes (around 40-50lbs) each, depending on what you order. No special equipment is required to handle the boxes. However we recommend having two people to help, with at least one who has the ability to lift/maneuver heavy boxes.
For hard chamber systems, they will arrive on standard wooden palleting. A forklift or other similar equipment will be required to move and maneuver the chamber system safely.
If you need help with the order you placed
Returns and Exchanges
We provide a 30 day risk free period from the delivery date. If you need to return the product, simply let us know and we’ll walk you through the process to get a Return Authorization number and credit your full payment back to you.
If you find you didn’t get what you ordered, we’ll review what your order was and send the missing product to you immediately.
If you find your order has been damaged, the cause is usually due to shipping and transportation. We endeavour to package your order so it is extremely well protected, but sometimes things can still become damaged during transport. In this case, we’ll need to submit a claim with the shipping company and we’ll ask you to help with a few pictures and possibly a video of the damaged parts. Then, we’ll expedite replacements to you within a few days so you are up and running again asap.
You can reach us during regular business hours via email (firstname.lastname@example.org) or by phone (1-800-857-9803), or you can submit a troubleshooting request at the bottom of this page. In most cases we’ll get back to you right away, or within a few hours.
We recommend you contact us immediately. If you have a change to your shipping address, you may email us directly to advise us (email@example.com). If possible, we recommend advising us before the order has shipped to avoid complications with shipping.
If you need to make a change to your order, you may email us directly to advise us (firstname.lastname@example.org) or call us at 1-800-857-9803. If possible, we recommend advising us before the order has shipped to avoid complications with shipping.
In most cases we’ll have our products in stock, ready to order. However, in some cases we may run out of a particular product or component. This will be a case by case basis, where pre-orders will be possible.
Troubleshooting & Support
Need to get in contact about your order status? Have questions about setup & operation?
Start by giving us a little more information about your questions or what you are experiencing, and this will help us resolve your concerns as quickly as possible. Click the button to get started and one of our specialists will be in touch to help you soon.