When I turn the unit on, it makes a loud noise and the Shiatsu massage isn’t traveling up and down the back.
Many of our Shiatsu cushions ship with a screw in the back of the cushion that must be removed before first use. This is to protect the Shiatsu mechanism during shipment. If it is not removed, the Shiatsu massage will not operate. Use the provided Allen wrench to remove the screw. Dispose of it properly and use the provided black plug to fill the hole.
I do not have the Allen wrench. Can I get another one?
Yes, they are available through our Consumer Relations Department.
I do not have the small black plug. Can I get another one? Can I operate the cushion without it?
The black plug is not needed to operate the unit but they are available through Consumer Relations Department via email or phone.
What type of massage is it and how strong is the massage?
These units feature Shiatsu massage for the back. Shiatsu is a kneading, circular massage style. Shiatsu is a strong massage.
The shiatsu back massage is too strong.
These particular massage cushions provide an intense, shiatsu massage. Because of the nature of shiatsu massage, some people may find it to be too intense. In this case, we recommend that you place a towel between the massager and your back to lessen the intensity.
When I turn the unit off, the Shiatsu massage mechanism keeps moving.
The Shiatsu massage mechanism will always stop or “park” at the bottom of the seat back. If it is not in that position when the unit is turned off, it will continue traveling until it reaches the bottom of its track and then it will stop.
Can the unit focus on one particular area?
Yes, there are three programs: upper, lower and full back.
I have lost the adapter. How can I replace it?
Many replacement parts can be ordered online. Visit our Parts & Accessories page for instructions or contact our Consumer Relations Department for help in ordering.
Can I order a new hand control?
Sorry, but no.
How long is the warranty?
Our cushions and mats have a two-year limited warranty (valid only if this product is purchased and operated in the United States).
What is the cushion made of?
The material is man-made.
Is it safe for my kids to use?
The unit is not a toy and should not be used by children without adult supervision.
Can I use the unit while sleeping?
No, the cushions should never be used while sleeping.
Can I use this if I have a pacemaker or other medical condition?
We recommend that you consult your doctor if you have any questions related to your health. In case of pregnancy, diabetes, illness or if you have a pacemaker, we recommend consulting a doctor before using these products.
Can I use the unit outside?
No, our cushions and mats are designed for indoor, household use only.
Do you repair the product after the warranty period expires?
Sorry, but no.
How do I store my cushion?
Unplug the unit from the outlet and allow it to cool before storing it in its box or a cool, dry place. Avoid contact with sharp edges or pointed objects. Do not wrap the power cord around the unit and do not handle the unit by the controller cord.
My massage cushion has a strong odor. Is this normal?
Yes. The odor that you smell is a natural "off-gassing" from the glue used in the production of the cushion. The glue is safe and has been used for many years on several of our products without any problems. With the increase in our production rates associated with this successful product, we have had to reduce our "drying times" to meet the phenomenal demand for this product. Once produced, our cushions normally go through a "hang drying" period to air out, and we have reduced this time. Product is produced, inserted into the packages for shipment, sealed in containers, unloaded and immediately shipped to the stores. This faster turn-around has reduced the overall "airing" time and contributed to the smell. The smell however does dissipate over time once the product is opened and is not harmful.
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