Frequently Asked Questions

Users need to register an account with OGAWA's online store to place an order. In the future, users can also place orders and check out faster, view order status and past purchase history, keep uncleared items in their shopping cart, save favorite products to their wish list, update account information, and change passwords.

The OGAWA Online Store accepts full online payment via MasterCard with registered MasterCard® SecureCode service or Visa credit cards with registered "Verified by Visa" service. All goods are priced in Hong Kong Dollars, and selected items can enjoy up to 36 months of interest-free installment. Prices of goods in the OGAWA Online Store may differ from those in OGAWA physical stores. Goods are sold at the price displayed on the day of order, and adding products to the shopping cart does not lock in the selling price. OGAWA physical stores accept cash, EPS, and credit cards (VISA, MasterCard, JCB, American Express, or China UnionPay), and also offer up to 36 months of interest-free installment payment for selected products to designated credit card users. For details, please inquire with store staff (6, 12, or 24 months interest-free installment payment offers).

Interest-free installment plans are available at the OGAWA online store. For single net purchases of $7000 or more, you can enjoy interest-free credit card installment payments.

Sorry, OGAWA online store does not provide product pre-order services. Full payment is required (except for installment payments). However, OGAWA physical stores accept pre-orders for selected massage products. Please pay a deposit of no less than 10% of the pre-ordered product's selling price. For more details, please consult our in-store staff.

If you have forgotten your OGAWA online store account number, please go to the "Login/Register" page, click "Forgot Password", and follow the instructions to reset your password.

Shopping at www.ogawaworld.hk is easy: browse and select products from the "Product Categories" menu, add them to your shopping cart, and then follow the prompts to complete checkout. If you need any assistance, please feel free to contact OGAWA's customer service:
– Email: info.hk@ogawaworld.net
– Phone: (852) 3465-6262

Most email service providers and software now offer email filtering features to defend against email viruses and spam. However, this feature may mistakenly filter out some important emails. Please check your "Spam" or "Junk" folders. If you find emails from the OGAWA website there, please mark them as "Not Spam." For any inquiries, please call OGAWA Customer Service at (852) 3465-6262.

Within 5 working days of successful payment, an OGAWA customer service representative will contact you to arrange delivery.

Most products displayed on our online store are in stock. If a product appears grayed out or shows "Out of Stock," it means the product is currently unavailable. Please log in to your account and click the "Notify Me When Available" button on the product page to receive an email notification when the product is back in stock.
Please note that adding a product to your shopping cart does not reserve it, and the product remains available for purchase by other customers.

To check the current status of your order, please log in to your account and select "My Orders". Click on the relevant order number to view the order details.

If you need to change your order (e.g., quantity, adding items, etc.), please contact OGAWA Customer Service at (852) 3465-6262 at least 3 business days (excluding Sundays and public holidays) before your scheduled delivery date and time.

Shipping fees are non-refundable for any exchanges or returns. 

Delivery service is available for all online orders. An additional fee may be charged for certain products (please click here for details).
Customers can also choose to pick up products at an OGAWA physical store. You can find our store locations here:

Free delivery service in Hong Kong is available for any massage chair purchased or any single transaction reaching a specified amount at OGAWA's online store and physical stores. A delivery fee will be charged if the purchase amount is insufficient (not applicable for in-store pickup). For details, please refer to the OGAWA online store's delivery information or contact OGAWA customer service.
– OGAWA online store: Single transaction of HK$500 or more
– OGAWA physical stores: Single transaction of HK$1,000 or more

Free delivery service is limited to fixed addresses within the Hong Kong Special Administrative Region, including Hong Kong Island, Kowloon, and the New Territories. For inquiries about other special delivery areas, please call OGAWA Customer Service. Delivery service is not available for restricted border areas, outlying islands, or locations where delivery cannot be made via stairs. If the delivery address does not have direct lift access, OGAWA will charge a service fee for each floor. For information on additional charges, please contact OGAWA Customer Service.

If the delivery address is in a building without a lift, or if the item is too large to fit in the lift, or if the lift cannot be used to transport the item, an additional charge of no less than HK$50 will be applied for carrying the item up five or more flights of stairs. This charge also applies to the collection or disposal of old products or the transfer of items. The fee will increase with each additional flight of stairs, and all stair-carrying fees will be collected in cash directly from the customer by the delivery personnel.

Only one delivery address can be entered per order. If you wish to send different products to different addresses, please place separate orders. For future convenience, the system will automatically save all entered addresses in the "Delivery Addresses" section of "My Account."

If you need to change your order's delivery date, delivery time, delivery address, or the OGAWA store for pickup, please call OGAWA Customer Service at (852)3465-6262 at least 3 business days (excluding Sundays and public holidays) before the original scheduled delivery date.

Deliveries are generally made within 10 business days (excluding Sundays and public holidays) from the date of purchase. Delivery dates for promotional activities or out-of-stock products will be arranged separately. In the event of a typhoon or black rainstorm, new delivery dates will be announced.

When shopping, you can choose to pick up your order at an OGAWA physical store that supports online shopping pickup service on the checkout page.

If the products are available for self-pickup at OGAWA physical stores, customers will receive an email/phone notification from their selected self-pickup store with details about the collection. Please proceed to collect the products according to the notification.

Upon receiving the product collection notification email/call, please proceed to the physical store selected in the e-shop within 7 days to collect your purchased product. Otherwise, an additional storage fee of HK$50/day will be charged. For inquiries, please contact OGAWA Customer Service at (852)3465-6262.

When collecting your order, please provide your order confirmation email for identity verification. OGAWA reserves the right to refuse collection if any of the above information cannot be provided.

If Typhoon Signal No. 8 or above or a Black Rainstorm Warning Signal is issued by the Observatory on the day of delivery/installation/maintenance, or in the event of any force majeure, the delivery/installation/maintenance service will be cancelled. OGAWA Customer Service will contact the customer as soon as possible during office hours to reschedule another delivery/installation/maintenance date.

Yes. When OGAWA delivery personnel or the shipping company deliver the goods, they will immediately install them and conduct a basic operation test (for massage chairs only). Customers must inspect the purchased goods for any damage or missing parts, and verify that the quantity matches the order. If the purchased goods are found to be damaged, you can call OGAWA Customer Service for follow-up arrangements. After the customer confirms receipt of the goods, the delivery personnel will provide two copies of the delivery note for confirmation and signature.

Should you have any feedback, please contact OGAWA Customer Service at (852) 3465-6262. Please also prepare relevant information, such as photos, videos, and audio recordings, for OGAWA's investigation.

All merchandise is non-returnable. However, if an item has a quality issue due to a manufacturing defect, customers may contact OGAWA Customer Service within 7 days of receiving the item. If a replacement is provided, it will be for an item of the same model, color, and size only. The returned item must be in "perfect" condition, with all parts, accessories, free gifts, and promotional purchase gifts intact and returned with the item. After inspection confirms that the damage was not caused by human factors, OGAWA will proceed with the replacement. The exchange policy for display items will depend on the current promotion.

OGAWA offers professional massage chair relocation, disassembly, reassembly, and disposal services within the Hong Kong Special Administrative Region. For more details, please contact OGAWA Customer Service at (852)3465-6262.

OGAWA offers customers up to 6 months of free storage service, calculated from the date of purchase. If the storage period exceeds 6 months, an additional monthly storage fee of HK$500 will be charged. Any period less than one month will be counted as one full month.

OGAWA offers a one-time free disposal service for old massage chairs for customers who purchase an OGAWA massage chair. This service allows for the free disposal of one massage chair (any brand), but please note that this service is only available for old massage chairs collected at the same address on the same day the new massage chair is delivered. OGAWA cannot provide this service if the massage chair to be disposed of is located at a different address. For any inquiries, please contact OGAWA Customer Service at (852) 3465-6262.

New massage chairs come with a two-year warranty. New small products come with a warranty ranging from three months to one year (depending on the type and model of the small product). OGAWA product warranty covers internal mechanical parts (damage not caused by human factors) but does not apply to any cosmetic damage caused by human factors. The warranty period for display items varies depending on the specific circumstances. For details, please refer to the warranty service terms and conditions on the back of your order.

Sorry, the complimentary gift is not covered by the warranty.

Consumable parts and accessories, such as rechargeable batteries, blood pressure cuffs, TENS unit wires, massage balls and related accessories for massage sticks, adhesive pads, cloth covers, and casings, are not covered by the maintenance warranty.

After the warranty period, if repair services are needed, OGAWA will charge a one-time inspection fee and parts fee. Each inspection fee is $500 (an additional $100 will be charged for outlying islands and remote areas), and the parts fee will vary depending on the type of product and the extent of damage. Customers can decide whether to use our repair services based on the repair costs they need to pay.

For small products, please bring the product and invoice to an OGAWA store for repair. For massage chairs, OGAWA will arrange for a technician to visit your home for repair. For more details, please contact OGAWA Customer Service at (852) 3426-2880. We are happy to assist you.

Repairs for small products and foot massagers take approximately 20 business days (excluding Sundays and public holidays). On-site repairs for massage chairs or large foot massagers take approximately 14 business days (excluding Sundays and public holidays). The times above are for reference only, and the actual repair time depends on parts availability.

To ensure product quality, OGAWA does not sell internal mechanical parts. If you have any questions about our products, please contact OGAWA Customer Service at (852) 3465-6262.

If an individual product has Bluetooth support, you will need to enter a password first. The factory default password is "9999".

Please contact OGAWA Customer Service at (852)3465-6262 with your transaction details. Upon verification, OGAWA will be pleased to arrange repair services for you.

OGAWA provides free repair services for general product quality issues. During the warranty period, if the product experiences issues under normal use, free carry-in hardware repair service is available, but this does not include power cords, adapters, casings, batteries, remote controls, electrode pads, fabric covers, electronic controllers/meters, blood pressure cuffs, ear thermometer covers, and any other consumable or lost accessories/parts.

Our maintenance and repair services are only available in Hong Kong.

As the dimensions of each massage chair vary, please contact an OGAWA sales representative or call OGAWA customer service at (852) 3465-6262.

Massage chairs need to be cleaned regularly, as they may accumulate dirt, dust, or hair after being left for too long. Use a massage chair-specific leather cleaning cream or leather cleaner for cleaning. Additionally, massage chairs should be placed in a cool, well-ventilated, and dry environment. Avoid direct sunlight or damp environments, as these can accelerate the aging process of the massage chair and affect its massage effectiveness. When positioning the chair, ensure it is far enough from the wall (measured when the massage chair is fully reclined) to prevent damage if it tilts back and hits the wall or other objects. Unplug the power cord immediately after use.

Do not use the massage chair 1 hour before or after meals to avoid discomfort. At other times, you can set the massage chair to your preference. Please refer to the instruction manual for the duration of each use. It is recommended to use a maximum of two programs consecutively, with each program lasting approximately 15 minutes. After completion, wait at least 30 minutes before using it again. This also helps prevent the internal mechanisms of the massage chair from overheating.

Before using the massage chair, please check if the power cord is plugged in, if the small power button on the backrest is turned on, and if the remote control cable is detached.

If you have any medical conditions, it is recommended to first check the product instructions. Each product instruction specifies individuals for whom the product is not suitable. If you have any questions, please consult a doctor for professional advice before use.

Remember to drink water after using a massage chair, just as you would after exercise, to promote your body's metabolism and maintain good health.