About Custom Craftworks
In the mid-1980s, custom cabinet and furniture maker Ron Tinsley received an unusual request from a friend, who happened to be a massage therapist: Could he help craft a better massage table, one that was strong and stable but also catered to the comfort of both therapists and clients?
It was a challenge the woodworker was glad to tackle. Tinsley looked at current models—typically heavy, cumbersome and unable to withstand the rigors often required during massage treatments. He re-engineered a new type of wood table—more solid, durable and comfortable than any others on the market.
Word spread, and what began as a side project became a full-time business. Custom Craftworks launched in 1986, carving out a niche for high-end, well-made, customized massage tables that meet the ergonomic needs of therapists and comfort requirements of clients.
Since then, Custom Craftworks has grown to become one of the largest manufacturers of massage tables, chairs, equipment and accessories in the United States. Acquired by Pivotal Health Solutions in 2009, Custom Craftworks continues to build thoughtfully constructed, long-lasting products for students, therapists, and educators in the massage, therapy, and holistic health fields.
Warranty
Custom Craftworks warrants to the original purchaser that each product shall be free from defects in material and workmanship and agrees to remedy any such defect or to furnish a new or equal part in exchange therefore. Warranty covers components and repairs (labor) indicated below, commencing on date of original shipment. Labor coverage may not include replacement or installation of small parts or components. Custom Craftworks Service and/or Sales will determine the technical level of service needed and approve labor coverage on a case by case basis.
Custom Craftworks reserves the right to inspect claimed defective products. No returns, replacements or repairs may be made without prior written consent. Please do not return any product to Custom Craftworks or its service center without first contacting Customer Service for a Return Authorization number. Products returned without a Return Authorization number will be refused back to the customer at their expense.
Customer is responsible for all costs associated with the return of suspect products or components to Custom Craftworks. Where at its sole discretion Custom Craftworks deems the product or component eligible for warranty repair or replacement, Custom Craftworks will pay shipping and handling back to the Customer within the continental U.S for portable tables and accessories only (Note: this excludes stationary and electric lift tables). All shipping costs, both to and from Custom Craftworks, associated with stationary and electric lift tables will be at the sole cost of the Customer.
This warranty covers defects in materials and workmanship provided such product is used for the normal purpose for which intended, and damage is not the result of abuse or misuse. This warranty does not include damages or deterioration due to normal wear and tear or damages caused by improper set-up, accidents, improper storage, misuse, or tears or cracks in the upholstery due to improper care or cleaning. The customer shall be responsible for the proper set-up and use of the product. Under no circumstances is Custom Craftworks liable for any direct or indirect costs or damages.
This warranty is invalid and our liability terminates if modifications or repairs are made to the product without the written authorization of Custom Craftworks. We are not responsible for charges for repairs or other work, without prior written authorization by Custom Craftworks. We reserve the right to repair or replace defective products at our sole discretion. Some replacement parts may vary from those originally supplied and are subject to availability. Customized or discontinued products and options may not be available for replacement.
The warranty outlined herein is the sole and exclusive warranty provided by Custom Craftworks. There are no other warranties or guarantees provided by Custom Craftworks, either expressed or implied, including any warranties of merchantability or fitness for a particular use. Incidental or consequential damages are excluded. We do not assume for us any other liability in connection with the sale of our product.
Note: Warranty periods listed below apply only to products purchased in new condition. Any tables sold as a factory blemish or in used condition are sold ‘as-is’ and are limited to a (1) year warranty on the frame only, commencing on date of delivery.
| Signature Series: Stationary and Electric Lift | |
| Products: Elegance Series, Pro Series, Majestic Series, McKenzie Series, Hands Free Series, E Class, M Class | |
| Parts Warranty: | Limited Lifetime on frame / 10 Year International 5 Year on foam 3 Year on upholstery 2 Year on electrical components 1 Year on moving components, hardware, and accessories |
| Labor Warranty: | Labor covered on repairs in 1st year |
| Signature Series: Portables | |
| Products: Athena, Omni, Feldenkrais, Alexander | |
| Parts Warranty: | Limited Lifetime on frame / 10 Year International 5 Year on foam 3 Year on upholstery 1 Year on moving components, hardware, and accessories |
| Labor Warranty: | No charge for repairs at Customer Craftworks facility (customer responsible for returning table) |
| Solutions Series: Portables and Stationary | |
| Products: Simplicity, Destiny, Heritage, Aura, Luxor, Challenger, Melody, Sidekick | |
| Parts Warranty: | 5 Year on frame 5 Year on foam 3 Year on upholstery 1 Year on moving components, hardware, and accessories |
| Labor Warranty: | No charge for repairs at Customer Craftworks facility (customer responsible for returning table) |
| Signature Series: Trolley Carts | |
| Products: Trolley Carts | |
| Parts Warranty: | 5 Year on steel, aluminum, or wood frames 3 Year on laminate, phenolic or plastic frames 1 Year on moving components, hardware, accessories, and custom-printed upholstery and graphics |
| Labor Warranty: | Labor covered on repairs in 1st year |
| Accessories | |
| Products | Warranty |
| Face rest, base, and pillows | 1 Year |
| Bolsters, side arms, and extensions | 1 Year |
| Table Carts | 1 Year |
| Table Bags | 1 Year |
| Under Table Shelves | 1 Year |
| Stools | 1 Year |
| Stone Heaters & Stones | 1 Year |
| Oil/Lotion Warmer | 1 Year |
| Towel Cabinets | 1 Year |
| Table Warming Pad | 1 Year |
| Oil Holsters | 90 Days |
| Pressure Positive | Limited Lifetime Warranty |
| Omni Cervical Relief Pillow | Out of box* |
| Disposable Face Rest Covers | Out of box* |
| Table Linens | Out of box* |
| Oils Creams and Lotions | Out of box* |
| *Out of Box Failure: An out of box failure is defined as a product that fails to perform correctly due to a defect in workmanship or material during the initial set-up and installation of the product. To qualify as an out of box failure, Custom Craftworks must be contacted and a return authorization issued within thirty (30) days from original shipment of the product. | |
Obtaining Warranty Service
If you have a warranty related question or concern, please e-mail Custom Craftworks at service@pivotalhealthsolutions.com. Please include your invoice, table or chair serial number to expedite the process. Table invoice numbers are found on the underside of your table or chair. For all other products, please reference the invoice number found on your invoice.