LET GO

• ESALEN® is slower-paced and deeply relaxing!
• It promotes client awareness.
• This technique was developed at the Esalen® Institute in Big Sur, California.
• There are only a handful of Esalen® practitioners in NC.
• This is a good choice for anyone who wants to have some down time, get out of their head, and let go of day-to-day stresses.
• ESALEN® is especially helpful for those with emotional trauma, as well as those wanting physical well-being.

• A hot stone massage is relaxing and grounding!
• It blends Swedish massage and warm stones.
• Your therapist uses light-to-medium pressure based on your needs.
• If soaking in a warm bath or applying a warm pack helps your body release tension, then you’ll love our hot stone massage.
• Carole Lilly Massage’s hot stone massage may help with fibromyalgia, chronic pain, and boosting the immune system.

• Our deep tissue massage is deeply relaxing.
• Deep tissue massage blends Swedish massage and deeper work.
• This is not a good choice for your first massage.
• Your therapist uses medium-to-firm pressure based on your needs.
• Deep tissue massage is great if you want to relax, receive a full body massage, and reduce tension.

• This massage is incredibly relaxing!
• Carole Lilly Massage’s relaxation massage blends Swedish massage, aromatherapy, and relaxation techniques.
• Your therapist uses light-to-medium pressure based on your needs.
• It’s a great fit if you want to relax, reduce stress, and take some time to care for yourself.
• A good choice for your first massage.

• Our happy feet massage exfoliates and hydrates feet.
• It blends Swedish massage, aromatherapy, and relaxation techniques.
• Your therapist uses light-to-medium pressure based on your needs.
• A great fit if you want to remain clothed and just remove socks and shoes.
• This is a good choice for your first massage.

• Pregnancy massage promotes relaxation and tension relief!
• We implement pregnancy positioning for maximum comfort and safety.
• Those with normal, low-risk pregnancies can benefit greatly from massage.
• However, those with high-risk pregnancies should consult with their doctor or midwife before beginning a massage therapy program.
• Our pregnancy massage uses light-to-medium pressure based on your needs.
• This massage is a great fit if you’re in the second or third trimester.

Office Hours: Our Sylva location is open Tuesday-Friday, 1 p.m. – 7 p.m. and Saturday 10 a.m. – 5 p.m. by appointment only. Tuesdays are reserved for scheduling seniors and immunocompromised clients.

Scheduling: We recommend making your appointment in advance to ensure availability. A credit card or gift card number is required to hold your reservation. When scheduling online or by phone, please let us know if you are pregnant, under a doctor’s care, or have a specific massage goal. 

Please provide 24 hours notice if you need to cancel or reschedule your appointment. Carole Lilly Massage reserves the right to charge full session price for any service not cancelled within this time.

Gratuities are not included in your service and are most appreciated.

Each client receives an appointment confirmation when they schedule. New clients should complete CLM forms and confirm online before they arrive.

Arrive 5 minutes before your appointment to allow time to check in 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.

COVID-19: With the health and safety of our clients and staff as our top priority, Carole Lilly Massage has modified our protocols. Please read our blog to learn about these important updates.

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.

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.

Payment Policy: the preferred form of payment is a credit card or online payment through your Carole Lilly Massage account. Just let a staff member know if you’d like to add a type of payment to your account. Receipts may also be emailed.

We accept cash, checks, and major credit cards (MasterCard and Visa). Payment is due at the time of your session. A transaction fee is charged if you pay by credit card. The fee is calculated as $3 for every $100 increment of your payment and is non refundable.

Returns and Refunds: Services and gift cards are non-refundable. Retail products may be returned for retail store credit within 30 days of purchase if the items are unopened, in original packaging and receipt is provided.

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. If you would like to pay using your NC Flexible Spending Account Card, please let us know. Contact our office at 828-507-9581 for more information.

What comes with a CLM Membership?

A CLM Membership gets you one session of your choice, each month! Choose from a 6-month, 12-month, or 12-month prepaid membership with a variety of extra benefits such as session rollovers, exclusive pre-sale offers, and discounts off additional sessions.

Can I upgrade my monthly session?

Yes! You are welcome to add additional time or an enhancement to your monthly session, for an additional price. Just let our front desk know when booking to ensure additional time is available.

Can I change the type of session membership I receive?

Unfortunately, we are unable to change the type of session you receive for your monthly membership. Our memberships are only applicable to the session chosen at sign-up. You are more than welcome to schedule an additional session at your membership discounted rate and save your membership session for another day. If you would like to change your monthly membership session type, you will need to see our front desk to sign up for a new membership.

How do session roll-overs work?

If you happen to miss your monthly session, don’t worry! We will roll your session over to the next month to use. Roll-over sessions must be used within the agreed length of the membership term. Leftover sessions will expire when membership term is complete.

How does family membership sharing work?

When you sign up for our 12-month (regular or prepaid) membership, you may share any unused sessions (roll over) with one family member of your choosing. Family members are chosen at the time of sign up and must live in your household.

NOTE:  Family sharing is limited to roll over/unused monthly member sessions.  Family sharing is not eligible for transferring or redeeming membership benefits such as discounts off additional sessions.

Can I use my membership benefits during a sale?

During a sale, members will get the perk of shopping our pre-sale with the deepest discounts.  During sales, members may use whichever discount benefits them the most – one offer per person, may not combine multiple offers or discounts.  So, be on the look out for our member sale emails to learn about all the latest deals and pick the one that’s right for you.

What if I need to cancel my membership?

Each membership has an initial period of 6 months. You may cancel your membership during the initial period only if you move more than 30 miles away from CLM or a physician certifies that you are unable to receive massage services. After the initial 6-month period, you may cancel at any time. We require one month’s notice – submitted by email on CLM website “Find Us” page – to cancel.

NOTE:  No refunds are offered for unused services through the end of the month in which the cancellation occurs.

Can I freeze my membership?

Yes, you may freeze your membership once per year for 1-6 months after you have completed the initial six months of your membership commitment. Requests for freezing should be submitted by email on CLM website “Find Us” page. When frozen, sessions do not accrue, and members may not use benefits or accrued services for the duration of the freeze period.

Are there any sessions not included in the 10% off Additional Services benefit?

Yes, our Massage to Go mobile services are not included in the member additional service discount.  All in-office additional services are included as a benefit of membership. 

What CLM policies apply to members?

All member policies mentioned above and all other CLM policies such as 24 hour appointment cancellation, privacy policies, and code of conduct also apply to members.

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.

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.

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.

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.

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.

Are there any sessions where I stay dressed?
Yes, you will wear comfortable, loose clothing during Chair Massage, Happy Feet and CranioSacral Therapy. You have the option to wear shorts and a t-shirt during Myofascial Release sessions.

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 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.

How do you accommodate clients that are at immune compromised or at high-risk?

Every Tuesday is for clients that are high-risk. If you book on Tuesday, it’s the first day that we are back in office. A deep clean has been performed over the weekend. There are fewer therapists in the office on Tuesdays to keep client traffic low for high-risk clients. We recommend that you book on a Tuesday if you want to ensure maximum precautions.  This is the best day for high-risk seniors, medically frail clients, pre/post surgical clients, oncology clients in treatment, and any other immune compromised clients.  Your therapists and front desk staff are happy to wear a mask and gloves upon request by the client.

What is the status with masking and do I have to wear a mask?

According to the CDC, masking in healthcare facilities is now optional for patients/clients and staff.  Hospitals and long-term care facilities may require universal masking in areas of high risk for infection transmission.  At CLM, it is optional for clients and staff to wear masks. We hold no judgement towards our clients choice and are happy to wear a mask, if requested by the client.

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