It’s CHILL to ask QUESTIONS

Answers to your frequently asked questions in and out of CHILLHOUSE.

Booking

WHY DO YOU NEED MY CREDIT CARD BEFORE MY APPOINTMENT?

Your card will only be charged after your service. However, we keep it on file in case of no shows or late cancellations.

HOW DO I BOOK AN APPOINTMENT?

We look forward to chillin’ with you! To select your appointment time and service provider, we recommend either booking an appointmentonline or by calling the Chillhouse location you're interested in visiting.

HOW DO I CHANGE OR CANCEL AN APPOINTMENT?

If it's more than 12 hours before your appointment, you can cancel or adjust your time slot through our website (we can make this an option on blvd if we want) or by calling/emailing the Chillhouse location you are booked in. If it's within 12 hours of your appointment, give us a call at the Chillhouse location where you booked. Please note that in this case, we have a 50% cancellation fee and a 100% no-show fee. If you’d prefer to reschedule on the spot, we apply a 20% rescheduling fee.

WHAT IS THE CANCELLATION POLICY?

We operate on a 12-hour cancellation & rescheduling policy and are enforcing this now more than ever to ensure everyone has a chance to get in for an appointment. If you are within this booking time frame, then you are already confirmed for your appointment and the policy will be in effect. Without this notification, you will be billed 100% for each service. If you cancel your appointment within the 12 hour time frame, you will be billed 50% of each service. If you reschedule your appointment within the 12 hour time frame, you will be billed 20% of each service. A credit card is required at the time of booking. This policy also applies to gift card holders.

WHAT IF I AM LATE?

All appointments have been designed to allow the appropriate time for the full enjoyment of the service. Your late arrival may limit our ability to offer the fullest experience possible. Please understand that late arrivals will not receive an extension of scheduled services and there is a possibility of the service being cut. An un-rushed service will be rendered only for the remainder of the scheduled session. You will be responsible for payment of the full original service booked.

HOW FAR IN ADVANCE SHOULD I BOOK MY APPOINTMENT?

You can book as far as 3 months in advance. For weekend and peak times, we tend to book up rather quickly. We encourage booking at least two weeks in advance if you have restrictions on time. Feel free to inquire about last minute appointments should you have a more flexible schedule.

If you prefer a male or female therapist for your session, please let us know when you book your appointment. (This also applies if you request a certain service provider for your appointment). To many, this doesn't really matter, but it's entirely up to the individual!

HOW DO I BOOK AN APPOINTMENT FOR A GROUP?

To book a group, you can do so either online, via email or call the store to book with one of our Chill Hosts. Please know we only book a group of 6, anything larger would be considered a Small Party which is different pricing. For more information on that, feel free to email us at supsoho@chillhouse.com.

DO YOU ACCEPT APPLE PAY OR GOOGLE PAY?

We do accept Apple Pay and Credit Card tap.

ARE PETS ALLOWED?

While we love all animals of all kinds, our 4 legged friends are not allowed in our store.

Club Chill

We created Chillhouse as a way for people to seamlessly integrate self-care & chill vibes into their daily lives. With our approach to membership, we make it easy for you to get your chill on however you choose.

HOW DOES BILLING WORK?

We automatically bill your card each month recurring on the day of your sign up. You can book an appointment anytime and your discounts will be automatically applied when you check out after your service.

I CAN'T MAKE IT THIS MONTH TO USE MY CLUB CHILL BENEFITS. DOES THIS ROLL OVER?

No worries! Service Benefits and Chill Bills do not expire! So if they pile up, you're in for a major streak of solid self-caring.

CAN I BRING A FRIEND?

Bring in any friend and use your credits OR Gift your monthly unused credits to anyone who hasn’t been to Chillhouse before to come on their own.

HOW DO I FREEZE MY MEMBERSHIP?

We know life in the fast lane can take you many places, and with that in mind, you may freeze your account for up to 2 months, once per calendar year. Just send us an email at membership@chillhouse.com and we'll help you work it all out.

HOW DO I CANCEL MY MEMBERSHIP?

Membership begins with a short 3-month commitment to experience the benefits of regular wellness services. If you cancel during this period, you would still need to pay the full 3 months of membership.  After that, membership is month-to-month and can be ended at any time with 30 days notice. To request a cancellation, email us at membership@chillhouse.com.

WHERE DO MY BENEFITS GO IF I CANCEL?

All accumulated benefits or Chill Bills expire 30 days after the cancellation date. Member discounts do not apply after cancellation.

WHAT MEMBERSHIP OPTIONS DO YOU OFFER?

We offer two options for our membership. 

Option 1: Your Monthly Dose : Commit to a regular self-care practice with discounted monthly services. See our 3 Monthly Dose memberships here

Option 2: All Access Chill: Chill whenever & however you want with our Chill Bills. Our All Access Chill programs allow you to access any service through specific discounted members only pricing. See our 3 All Access Chill memberships here

Gift Cards

HOW DO I GIFT A SERVICE?

The best way to gift a service  is by purchasing a gift card. Check out our options here. Kindly note that gift cards are final sale and not refundable.

CAN I USE MY GIFT CARD TO RESERVE MY APPOINTMENT?

Unfortunately, no. All appointment reservations require a valid credit card. However, you are welcome to pay for your service with your gift card in the store!

HOW CAN I REDEEM MY GIFT CARD?

Both digital and physical gift cards can be redeemed in store for products and services. If used for a service, we require a credit card on file to book an appointment, but you will not be charged at the time of booking. Simply bring your gift card with you to your service and it will be applied at check-out after your appointment.  (Please note that gift cards purchased for our Shop Chill website cannot be used in store)

CAN I USE A GIFT CARD FOR MY MEMBERSHIP BENEFIT?

No. However, your gift card can be used for services or in store product purchases!

DO GIFT CARDS EXPIRE?

Gift cards expire 5 years from the purchase date.

Online Orders

WHAT IS YOUR RETURN AND EXCHANGE POLICY?

All return inquiries are handled on a case by case basis. That being said, we strive to provide products and services for a chiller you, and we know that order satisfaction is a large part of that.

We put love and care into everything we do and want all to have the utmost positive experience, not only with our goods, but also with our team. Each request is handled fairly and thoughtfully, so we ask you to note that it may take up to 1 business day for a response in periods of high volume, and to please inquire fairly and thoughtfully as well. 

In that event that your order arrives damaged or defective, we are here to sort that out as quickly as possible for you! Please reach out to us at lovenotes@chillhouse.com. Return and damage requests must be raised within 15 day receipt of goods.

ARE YOUR PRODUCTS CRUELTY FREE?

Our products are cruelty free! As we are expanding more into skincare this is something that we keep close to heart when creating and executing our products. For our TIPS, they are made out of high quality materials that are synthetic. At Chillhouse we believe that all products should be cruelty free. 

HOW DO I CANCEL AN ORDER?

If you would like to cancel your order we would be more than happy to. However this has to be done before your order has been shipped. Please contact lovenotes@chillhouse.com with your order number as soon as you want to cancel and let us know why you changed your mind.

WHEN WILL MY ORDER SHIP?

Your order will be shipped within 48 hours from when you place your order. With that being said, sometimes there are slight delays but we try our best to keep fulfillment within this timeframe

WHAT SHIPPING CARRIER DO YOU USE?

We use either USPS or UPS to help fulfill your orders.

HOW DO I TRACK MY ORDER?

You will receive an email once your order has been processed and is ready to ship out. This will have your tracking number as well as an order breakdown.

CAN I CHANGE OR UPDATE MY ORDER AFTER IT’S PLACED?

You can update your order after it is placed however this has to be done as soon as possible. Because if your order has been processed and fulfilled we are unable to make any changes to your order.  Please contact lovenotes@chillhouse.com with your order number as soon as you want to edit your order and we would be more than happy to make any adjustments.

WHAT IF MY PRODUCT(S) ARRIVED DAMAGED?

Although we have a team that is very mindful of packing and preparing orders. We know that sometimes during transit items can be damaged. If your product(s) arrive damaged please reach out to lovenotes@chillhouse.com with your order number to help rectify the situation.

DO YOU SHIP INTERNATIONALLY?

As we are looking to expand Chillhouse we are also looking to expand our international shipping. As of right now we unfortunately do not. However, this is something that we are looking to do

WHAT IF MY PACKAGE IS MISSING?

We aim to work with our carriers to help create a seamless delivery experience. However we understand that sometimes packages state delivery but cannot be found. We kindly ask you to wait 48 hours for your package to arrive as in most cases carriers can check delivery early. If your package still is missing please email us at lovenotes@chillhouse.com with your order number and we would be more than happy to help!

Services