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Policies and FAQs

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Policies

Covid-19 Information

Our top priority has always been an unparalleled experience of service and relaxation to our guests at Wake Foot Sanctuary, and our resolve is stronger now than ever before. We have been hard at work to raise the bar even further for increased sanitation and disinfecting protocols. We are following closely the CDC guidelines, state regulations for operations, and considering every step of the experience to ensure we meet your needs in the most focused manner.

As a part of that, we are asking guests to remain home if they or anyone in their home have any cold or flu like symptoms, Covid-19 symptoms, or fever of 100 or greater. To ease your mind, we have completely relaxed our cancellation policies with no penalties at this time. If you need to reschedule for whatever reason, and especially if you are not feeling well, we understand and request for you to please contact us as soon as possible to reschedule.

If guests prefer no touch payment, pre-payment can be made over the phone via credit card or through the purchase of a gift card either online or over the phone.

We accept MasterCard, Visa, American Express, Discover & cash. We also accept Wake Foot Sanctuary gift certificates for prepaid convenience. Pricing is subject to change without notice. If guests prefer no touch payment, pre-payment can be made over the phone via credit card or through the purchase of a gift card either online or over the phone.

For gift certificate balance or customer service call the location where the gift certificate was purchased. Wake Foot Sanctuary gift certificates are redeemable only for merchandise and in-store services at Wake Foot Sanctuary; they may not be redeemed for cash (except as required by law) or applied as payment or credit to any credit card account.

 

Gift certificates can be purchased in our shop or online and have a three-year expiration date. Gift certificates purchased online have no physical delivery and are delivered via email at the time of purchase.

 

Protect your gift certificate! The bearer is responsible if it is lost or stolen. Lost or stolen gift certificates will only be replaced with proof of purchase and only for the value shown on Wake Foot Sanctuary’s records.

We ask that guests refrain from visiting the sanctuary if you or a household member have a fever of 100 or greater, Covid-19 symptoms, or a communicable illness. Additionally, we ask that guests refrain from visiting the Sanctuary if they are under an isolation or quarantine/directive.

Guest’s massage therapist will review their completed form prior to beginning their service and if the massage therapist believes that they will not be able to perform a safe service based on the provided information the massage therapist may recommend cancelling the service, booking an alternative, or modifying the service to ensure your safe experience. Wake Foot Sanctuary is most interested in guest safety and comfort, Wake reserves the right to refuse service to any guest at any time.

Wake Foot Sanctuary is not a medical facility, and we will not diagnose or treat any foot- or skin-related conditions. Our staff will never, under any circumstances, apply a product to a guest’s skin that was brought by a guest from outside of our facility.

For the safety of our guests, if you have a potentially contagious skin condition, you will be required to postpone your services until such condition has been fully treated.  This includes but is not limited to: athletes foot, nail fungus, warts, poison ivy, and others.

For non-contagious skin conditions such as psoriasis and eczema, we understand the complex and often trying nature of these conditions; we will work with our guests to try and provide a pleasurable experience.  If you feel that your non-contagious skin condition will be exacerbated by our services or that our services will cause irritation or stress, we ask that you postpone your services until the condition has improved.  To ensure your safety, please immediately inform us of any skin- or foot-related conditions you have prior to the beginning of your services.  If our staff discovers a potentially contagious skin or foot condition during your treatment, we reserve the right to immediately stop such services and postpone them for a later date.

Because our services directly interact with a guest’s skin, it is critically important that each guest understand and make known to our staff what ingredients could potentially cause reactions.  We ask that all guests prior to the beginning of their services fully discuss with our staff any potential intolerances or allergies so that we may determine if alternative services or ingredients may be used.  However, although we clean each of our bowls after each use, we cannot guarantee that cross-contamination of ingredients and other potential allergens will not occur due to the communal nature of our services.

If you are currently undergoing radiation or chemotherapy, or have recently undergone those treatments, please contact us ahead of your appointment booking to discuss any modifications or restrictions necessary for you to safely receive massage services.  As always, any information you share with us will be kept confidential

If our staff has a concern regarding a guest’s health, we reserve the right to call 9-1-1 or otherwise seek emergency medical services on behalf of the guest.  Wake Foot Sanctuary will not be responsible for any costs or expenses associated with such medical services.

Reservations are highly recommended. All reservations require a credit card or cash guarantee at the time of booking. We recommend that guests reserve their appointment times 2-3 weeks in advance for the best time and service selections.

Tipping is discretionary for individual visits at Wake and is not included in service prices. The exception to this is for groups of 6 people or more, then 20% gratuity is added.

As a guide, resources like TripAdvisor and The International Spa Association advise 10-20% as a customary tip amount for spa services. In this case, services include both the foot soak and any added massage. Wake has employee tip envelopes at the front desk for cash tipping, or front desk staff are able to add a tip onto the tab before processing credit cards if you wish to add one.

Amid the ongoing uncertainty of COVID-19, we have modified our cancellation policy to offer greater flexibility to all our guests. We hope this will alleviate any stress and hesitation you have about an upcoming service. If you need to reschedule for whatever reason, and especially if you are not feeling well, we understand and request for you to please contact us as soon as possible to reschedule. To further support you, there will be no penalties for cancellations at this time.

We ask that guests arrive 15 minutes prior to their scheduled appointment time for check-in.

Late arrivals will be charged the full price of the service, but the service end time will not be extended. Additionally, guests will be charged for the full amount of services booked for any no call no show appointments.

Parties of up to 8 guests are most welcome in the sanctuary.

We do not allow outside food into the Sanctuary.

Cell phones must be turned off before entering the sanctuary. Limited use of cellphones in the shop is appreciated as we try to ensure a calm atmosphere for our Foot Sanctuary guests.

Animals are not allowed inside the spa except for service animals. If you require a service animal to accompany you during your appointment, please let us know at the time of your reservation so that we can provide sufficient space to accommodate you.

Children at least 6 years of age and older are welcome to participate in services at Wake Foot Sanctuary. Guests under the age of 18 must have a parent or guardian, who is also receiving services, present with them in the sanctuary. We advise parents and guardians to consider our communal space with a peaceful atmosphere, other relaxation-seeking guests, and the child’s ability to engage with a quiet space for the duration of a service when bringing in young foot-soakers.

Wake Foot Sanctuary reserves the right to reschedule or cancel services for those who appear intoxicated.

Because our services directly interact with a guest’s skin, it is critically important that each guest understand and make known to our staff what ingredients could potentially cause reactions.  We ask that all guests prior to the beginning of their services fully discuss with our staff any potential intolerances or allergies so that we may determine if alternative services or ingredients may be used.  However, although we clean each of our bowls after each use, we cannot guarantee that cross-contamination of ingredients and other potential allergens will not occur due to the communal nature of our services.

We typically ship 98% of our orders within 72 hours if order is placed Monday through Thursday. (Excluding holidays) However, because our products are all hand made, sometimes our production process takes a bit longer. Including time spent in shipping, most orders are received within 5-10 days from ordering. If it takes a bit longer, we will let you know!

Orders can only be canceled or modified if they have not yet been processed for shipping. Please note a 10% restocking and payment processing fee will be charged for all orders that are canceled. Shipping charges will not be refunded once an order is placed. This charge is used to cover our fees incurred by processing electronic payments.

Due to the handmade, fresh nature of our products, we cannot accept returns or exchanges. This policy ensures the freshness and potency of our products. However, we want you to love your products as much as we do, so if you are unsatisfied in any way, please contact us as soon as possible and we will find an agreeable solution.

At Wake Foot Sanctuary we want guests to be happy with their purchase. We will gladly accept returns or exchanges as long as the item is in saleable condition and is returned or exchanged within 14 days of receipt. Restrictions apply to body care products and final sale items. Opened body care products cannot be returned and final sale items are not eligible for returns. All sale items are final sale. If you have further concerns or questions about your return or exchange feel free to email us at info@wakespa.com.

Frequently Asked Questions

From the moment you arrive at Wake until the moment you leave, we will be serving and pampering you to ensure that your experience here is the best that we can offer. We have a full menu of hand-formulated soaks from which to choose. You will also be offered a warm lavender neck wrap while you are in the sanctuary and we have a menu of teas from which you can order an individual or shared pot–as well as other available goodies. You are welcome to soak with your eyes closed and float on waves of relaxing music, bring a book to read or your iPad or laptop to get a little quiet work done. You may also bring a best buddy or two with which to enjoy the experience.

Massage services may not be appropriate if you have: bleeding disorders or are taking blood-thinning medication, have burns or healing wounds, deep vein thrombosis, fractures, severe osteoporosis, or severe thrombocytopenia.

 

Foot soak services are known to lower blood pressure and increase your heart rate and body temperature. Guests with Buerger’s disease (or thromboangiitis obliterans), insulin-dependent diabetes, arteriosclerosis, severe vascular disease of the feet or legs, peripheral vascular disease, or any condition where circulation in the feet and legs is poor are not recommended to engage in services at Wake Foot Sanctuary.

 

Discuss the pros and cons of foot soak and massage services with your health care professional, especially if you are pregnant, have cancer, or are experiencing unexplained pain.

 

Soaking your feet helps to soothe muscles, hydrate and moisturize your skin, reduce swelling, relieve stress, and encourage relaxation. Combine a soak with one of our signature massages and the health benefits can increase to include improved posture, improved circulation, relaxed muscles, improved flexibility and range of motion, relief of headaches, strengthened immune system, and pain relief.

We do not provide pedicures or do any exfoliating or nail care at Wake. We are a Foot Sanctuary with the emphasis on Sanctuary. The experience that you will have with us is one of relaxation and general pampering. However, you can add on a relaxing and restorative massage.

The soak is our basic medium. You can experience a soak without a massage or a soak with massage(s).  We do not offer any stand-alone massages.

Reservations are highly recommended, especially during peak times like afternoons and weekends. We recommend that guests reserve their appointment times 2-3 weeks in advance for the best time and service selections.

We want to thank you in advance for your patience and determination. We are a high-volume spa and do our very best to answer phone calls in a prompt manner.

 

Please note that calling multiple times in a row without leaving a voicemail, or leaving multiple messages will often delay our staff in returning those phone calls.

 

If you reach our voicemail it is either because we are on the other line or we are helping guests. Your call is extremely important to us so please leave us a detailed voicemail and we will get back to you within 24 hours. Thank you so much for your understanding.

We highly recommend booking in for massage services with your soak service if you are thinking about including massage. Keep in mind there is a 24-hour downgrade/cancellation policy for all services. If soak only services are booked, guests are always welcome to inquire if massage is available at the time of service. We will always do our best to accommodate upgrades but we do not guarantee the availability of massage without prior booking.

We ask that you arrive 10-15 minutes ahead of your scheduled appointment to fill out paperwork, pick out soaks, use the restroom, and change clothing if needed. The á la carte services are 45 minutes long (packages are longer).  Plan to be here for about an hour.

Our Sanctuary is a communal room just beyond the velvet curtains with chairs for guests to sit in and luxuriate. Your copper bowl is brought to you with the soak of your choosing. You sit back, dip your feet in, and enjoy your soak and massage experience.  If you would like a bit more privacy we have privacy screens to help give you a bit more solace within the room.

Guests frequently enjoy services with friends and loved ones. It is common that they want to chat while they enjoy the experience together. We do ask that guests speak quietly so as not to disturb other guests but we do not require silence in the sanctuary.

We thank you for understanding that part of the Wake Foot Sanctuary experience is the atmosphere and the wonderful smells of our soak ingredients as well as the retail products available in the shop. When guests bring in leftovers from restaurants or other food items it can disrupt that smell and often linger around long after the food is gone. We do not allow outside food into the sanctuary. We do offer rotating selections of truffles from French Broad and shortbread cookies from Swoon Bakery for purchase to enjoy during services.

Yes, all of our massage therapists have current North Carolina massage licenses and follow the State-mandated continuing education requirements. These continuing education requirements keep them up-to-date with the latest information and techniques.

All of our licensed massage therapists have learned some reflexology in their massage training and these techniques are often incorporated into the massages that we offer at Wake–but our services center around relaxation. We do not provide reflexology or reflexology-focused services.

The seated posture of our guests in the sanctuary, as well as the positioning of our massage therapists, does not lend well to an overall deep pressure experience. However, our staff aims to please and can offer a deeper pressure for specific trouble areas – such as feet and shoulders. We also regularly train with massage tools that can be utilized for deeper pressure.

Tipping is discretionary for individual visits at Wake and is not included in service prices. The exception to this is for groups of 6 people or more, then 20% gratuity is added.

As a guide, resources like TripAdvisor and The International Spa Association advise 10-20% as a customary tip amount for spa services. In this case, services include both the soak and any added massage. Wake has employee tip envelopes at the front desk for cash tipping, or front desk staff are able to add a tip onto the tab before processing credit cards if you wish to add one.

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