Frequently Asked Questions

by | Mar 18, 2024 | Announcements, Health and Safety

You Have Questions and We Have Answers!

Whether you are a massage frequent flier or a curious novice, you probably have some specific questions for us. Here are our most frequently asked questions, along with some other information we think you may want to know.

What are your hours? 

We are currently open Tues-Fri 1pm-7pm and Sat 10am-5pm.

This is my first massage, what can I expect?

We are honored you’ve chosen to visit us for your first massage. When you come in, you’ll complete some paperwork and discuss your massage goals with your therapist. Your goals may include relaxation or releasing areas where your body is holding tension. Feel free to ask your therapist any questions you may have. You’ll then be given privacy to undress to your comfort level, lay down on the massage table and cover up. The therapist will knock before entering to ensure you’re ready.

During your session, the therapist will undrape or uncover an area of your body (like your back), apply oil and massage using varying pressure and then cover the area again. Please let your therapist know if you want to adjust or stop the massage for any reason. Your therapist will let you know when the session is over. You’ll dress in privacy and that’s it. We suggest scheduling a Carole Lilly Custom Relaxation Massage (Full Session) for your first massage.

Will I be draped (covered with sheets) during my massage?

Yes, the state of North Carolina Board of Massage and Bodywork Therapy requires all massage therapists provide draping during your massage session.

Can you go deeper?

Deep work is offered only after the client’s body opens to it; rather than through force. Our massage therapists are skilled at reading your body’s response to additional pressure and will check-in often. Deep work is followed by relaxing integration strokes, reuniting the freed-up area with the rest of the body and expanding the release.

I just had surgery. How soon can I come in?

Depending on the type of surgery, we typically ask that you wait 6-8 weeks after your surgery before scheduling a massage. This gives your body time to heal without adding more to integrate. It’s also best to get your doctor’s approval for a massage. Myofascial Release and CranioSacral Therapy are gentle approaches which can be beneficial during your recovery from surgery.

I’m pregnant, can I get a massage?

Yes, in fact you may find a massage will help you relax and relieve some of the pain/tension in your joints as your body changes. If you are in a high-risk pregnancy, we ask that you consult your doctor or midwife before your massage.

I’m training for a marathon, when should I come in for a massage?

We recommend scheduling a therapeutic or sports massage immediately after a sporting event, but not more than 2-3 days before your next event. This will give your body enough time to integrate the massage for optimum performance. Massage can help reduce recovery time by reducing muscle tension, relieving swelling and preventing soreness after an event.

I injured my back today. Can I come in for a massage?

It’s best to get your doctor’s approval before coming in for a massage. Depending on the type of injury, we typically ask that you wait 2-4 days before scheduling with us. Deeper work may encourage inflammation and should be avoided until the body’s natural inflammation response has had a chance to do its job. Myofascial Release and CranioSacral Therapy are gentle approaches that can support your back as it heals.

How often should I get a massage? When should I come back?

At Carole Lilly Massage, we suggest that you schedule your next appointment based on your availability (schedule/time) and budget (money). If you want to come on a regular basis as part of your self-care regimen, we suggest setting up appointments at regular intervals. Schedule these closer together in the beginning – weekly or twice a month at first – and then move to monthly maintenance. Some clients will want to continue to come weekly or twice a month as they feel better receiving massage on a regular basis. We encourage you to recognize whatever interval of time works best for you.

Are there any sessions where I stay dressed?

Yes, you have to option to wear comfortable, loose clothing during Happy Feet/Hands, Stretch Me, Myofascial Release, Lymphatic Drainage, Pediatric Massage, and CranioSacral Therapy.

Do I have to use the face cradle?

Not at all; you can feel free to turn your head to one side while lying on the table, instead of using the face cradle. Many clients find that face cradles generally allow for more neck comfort, and allow your muscles to relax and release in a more balanced/aligned way. At Carole Lilly Massage, please choose whichever works best for you.

Do you offer couple’s massages?

We do offer massage for couples at the same time, but in separate rooms.  This is our “You and Me” Couples Session.  Feel free to schedule online at or give us a call at 828.507.9581.

Are any COVID protocols still in place?  Do I have to wear a mask?  

Face coverings are now optional for all clients and employees while visiting Carole Lilly Massage.  You may choose to wear a mask, and we encourage you to if you are at high risk for respiratory illness.  We are also happy to mask up for anyone who requests it.  Please let us know if you would prefer your therapist to be masked during your session and we’ll add it to your preferences. You can learn more about our COVID and other safety protocols here.

What if I’ve been exposed or to or tested positive for COVID-19 or other contagious illness?

If you have been directly exposed or tested positive for COVID-19 or any other contagious illness, we ask that you wait 4 weeks after direct exposure/positive test and are symptom free before scheduling a massage. This gives your body time to heal without adding more to integrate.

Can I take photos or videos of my visit?  

Photos and videos are not permitted while at CLM.  To protect the privacy of our staff and clients, please refrain from capturing or sharing images of our treatment rooms, staff members, clients, clients family/friends, and any services provided.​

What do you recommend for tipping my massage therapist?

Gratuities for our great service are most appreciated; 20-25% is customary. However, if your therapist does an exceptional job, please feel free to tip more.

What should I do if I’m running late or need to cancel my appointment?

We ask that you arrive 5 minutes before your appointment to allow time to check in, complete forms, and begin relaxing. We ask that you turn off or silence cell phones before entering the building.

Please give us a call if you are running behind. Arriving late will limit your session time and the full value of your service will be charged.

Please provide 24 hour-notice if you need to cancel or reschedule your appointment. Carole Lilly Massage reserves the right to charge for any service not cancelled within 24 hours in advance.

Can I bring my children to the massage?

As Clients: Clients under 18 years of age must have parental consent for massage. We ask that a parent accompany their child into the treatment room during their session.

As Visitors: For all our clients to completely enjoy their session, please arrange for childcare if your child is not receiving a service.

Do you accept insurance?

We do not file medical insurance at this time. If you have a letter of medical necessity and referral for massage from your doctor, we’ll be glad to provide a signed receipt for your filing.

Can I use my Flexible Spending Account (FSA) to pay for my massage?

Yes!  The medical community has long recognized massage therapy as an important part of your integrative health care and healing, and if you have a Flexible Spending Account (FSA) or Health Savings Account (HSA), your massage therapy may be covered. If you would like to pay using your NC Flexible Spending Account Card, please let us know. You can learn more about Massage and FSA here.

Do you offer gift cards?

Gift Cards may be purchased in our office, over the phone, or securely online for a dollar amount, a particular service, or special package.

Gift Cards are non-refundable. Please mention when scheduling and present your card at the time of service.

Do you sell products at Carole Lilly Massage?

Yes, we provide many of the great products (e.g., sheets, eye pillows, neck pillows, Cryoderm, massage oils, etc.) which we use during your session. These can assist you in relaxing, releasing muscle tension or relieving pain at home. Ask your therapist or the Front Desk Staff for suggestions or product information.

Don’t see your question? Please email or call us and we’ll be happy to help.

Last Updated March 18, 2024