Hand & Stone Massage and Facial Spa
Hand & Stone Massage and Facial Spa is a North American wellness and spa franchise that provides professional massage, facial, skincare, hair-removal and related personal-care services. The company was founded in 2004 and built its business around making massage and skincare services more accessible through neighborhood spas, extended operating hours and a membership model that encourages customers to receive recurring monthly treatments instead of viewing spa services only as occasional luxury purchases.
The brand has grown rapidly through franchising and now reports 650+ locations across North America. Individual spas are generally independently owned and operated, while Hand & Stone Franchise Corp. provides branding, operating systems, marketing, training, real-estate support, service standards and franchise infrastructure. The company’s offerings have expanded from traditional massage and facials to include advanced skincare, Neveskin treatments, hair removal, toning and injectables at participating locations.
Hand & Stone’s current corporate leadership is headed by Carrie Walsh, Chief Executive Officer, who joined the company in 2026. Corporate headquarters and franchise training operations are in Trevose, Pennsylvania. The company remains privately operated through its franchise corporate organization, while individual spas have significant responsibility for appointments, memberships, local billing, service delivery and customer complaints.
Hand & Stone Franchise Corp.
1210 Northbrook Drive, Suite 150
Trevose, PA 19053
United States
The company’s current Privacy Policy identifies this as the corporate Legal Department address, while its current franchise training information confirms that franchisees attend training at Hand & Stone headquarters in Trevose.
1210 Northbrook Drive, Suite 150
Trevose, PA 19053
This office supports the franchise organization, including operations, legal, technology, marketing, development, franchise training and brand management.
For legal and privacy correspondence
Hand & Stone Franchise Corp.
Attn: Legal Department
1210 Northbrook Drive, Suite 150
Trevose, PA 19053.
Most service, membership, appointment and local billing complaints should first be directed to the independently owned Hand & Stone spa involved.
Corporate headquarters should generally be used for unresolved brand-level, legal, privacy or serious escalation matters rather than routine appointment changes.
Hand & Stone does not prominently publish a general public corporate switchboard.
Verified Legal / Privacy contact:
1-866-889-7866.
Hand & Stone does not currently publish one universal nationwide Customer Service phone number for every spa.
Customers should contact their local spa first.
Corporate Customer Service email:
cust.svc@handandstone.com.
1210 Northbrook Drive, Suite 150, Trevose, PA 19053
1210 Northbrook Drive, Suite 150, Trevose, PA 19053
Customer Service: cust.svc@handandstone.com
Privacy: privacy@handandstone.com.
Massage, Facial Services, Skincare, Wellness, Spa Services and Franchising
2004.
650+ locations across North America
according to current franchise materials.
Carrie Walsh.
The company does not prominently publish public walk-in corporate-office hours.Individual spas generally operate seven days a week, often with extended hours.
https://handandstone.com/careers/
Individual spa employment is typically handled by the independently owned location.
Hand & Stone provides professional full-body massage services customized around each guest’s comfort and wellness goals.Licensed massage therapists can adjust pressure and technique according to the guest’s preferences and any relevant health considerations.
Deep tissue massage uses more focused pressure and technique to address deeper layers of muscle and connective tissue.It may be selected by clients seeking a more intensive massage experience, although suitability depends on individual health and comfort.
Hot stone massage incorporates heated stones into the massage session.The warmth can be used alongside massage techniques to encourage relaxation and provide a different therapeutic experience from a standard massage.
Selected Hand & Stone spas offer Himalayan Salt Stone massage.This enhancement uses heated salt stones as part of the massage experience and is marketed as an additional relaxation and wellness option.
Participating locations provide prenatal massage for eligible clients.Hand & Stone notes that certain massages and enhancements may not be recommended during pregnancy and that medical clearance may sometimes be required.
Selected spas offer oncology massage delivered by appropriately trained providers.Treatment should be adapted to the client’s condition, treatment status and medical guidance.
Hand & Stone’s facial services include a signature facial designed around the client’s skin type and concerns.Licensed estheticians evaluate the skin and select appropriate cleansing, exfoliation and treatment steps.
The company provides enhanced skincare services through participating locations.Treatments can target concerns such as dryness, aging, texture, uneven tone, congestion and other cosmetic skin-care needs.
Hand & Stone has a partnership with IMAGE Skincare for professional facial services and products.The partnership forms part of the company’s advanced skincare strategy.
Participating locations also use Dermalogica professional skincare.The brand is included among Hand & Stone’s strategic skincare partnerships.
Hand & Stone provides body or facial toning services at participating spas.These treatments are designed to support the appearance of firmer and smoother skin.
Neveskin services are available at selected Hand & Stone locations and include aesthetic treatments targeted at skin appearance and body concerns.Hand & Stone added Neveskin and Neveskin Facial services to its offering as part of its continued expansion beyond traditional massage.
Selected Hand & Stone locations provide injectable aesthetic services.Offerings can include treatments designed to reduce the appearance of wrinkles or restore facial volume, subject to local licensing and provider requirements.
Participating spas provide waxing and hair-removal services for the face and body.Service availability, restrictions and pricing differ by location.
Hand & Stone’s membership program includes a qualifying one-hour massage or signature facial each month.Members can also access additional services at member pricing, retail discounts and other benefits.
Current membership terms permit qualifying members to roll unused monthly services forward while the membership remains active.After cancellation, unused accumulated services are subject to expiration rules described in the membership agreement.
Members can transfer a limited number of service credits to other people, subject to current program rules and applicable fees.Transfers must generally be handled through the member’s home spa.
Members can participate in Hand & Stone’s Rewards Program and earn qualifying benefits through visits and purchases.Current site information describes rewards that can be redeemed for treatments and upgrades.
Hand & Stone sells physical and digital gift cards for spa services and retail products.Corporate online gift cards generally do not expire and can be redeemed at participating U.S. locations, subject to applicable terms.
Individual spas sell professional skincare and wellness products.Selections vary by location and may include products associated with Hand & Stone’s professional facial partners.
Hand & Stone offers franchise opportunities across multiple U.S. markets.Current franchise requirements state that prospective owners should generally have at least $750,000 net worth and $150,000 in available liquid capital.
New franchisees receive corporate training that combines online, classroom and hands-on instruction.Current information states that franchisees spend a full week with the corporate team at headquarters in Trevose, Pennsylvania.
A general public corporate switchboard is not prominently published.
Verified Legal / Privacy line
1-866-889-7866.
No separate verified public headquarters switchboard is currently promoted.
For privacy and legal matters
1-866-889-7866
No universal general corporate number is publicly listed.
Hand & Stone does not publish one universal phone number for customer service across every independently owned spa.
Customers should contact their local spa directly.
cust.svc@handandstone.com
Hand & Stone specifically directs guests to this email when a serious service concern is not satisfactorily addressed by the spa.
1-866-889-7866.
privacy@handandstone.com
Hand & Stone does not prominently publish a separate universal gift-card phone number on its current national Gift Card page.Questions should begin with the issuing spa or corporate Customer Service when the gift card was purchased through the corporate webstore.
No universal membership telephone number is published.Membership billing, cancellation and service-credit issues should normally start with the member’s home spa because individual locations administer memberships.
No universal nationwide billing line is publicly listed.Contact the home spa responsible for the membership or charge.
Not applicable for ordinary consumer services.Appointments and packages are sold through local spas and the website.
Hand & Stone handles franchise inquiries through its franchise website and inquiry form rather than prominently publishing one nationwide franchise-sales number.
No universal regional-office number is published.
Every spa maintains its own local phone number.
No single universal international Customer Service number is published.Hand & Stone operates in the United States and Canada, with country-specific franchise and spa contacts.
No nationwide emergency hotline is published.Immediate medical or public-safety emergencies should be directed to emergency services.
Not applicable.
Hand & Stone is not a publicly traded company.
No permanent public press telephone number is prominently published on the consumer website.
No universal applicant HR number is published because many spa employees work for independent franchise owners.
For appointment changes, membership billing, service credits, refunds, therapist concerns or a local spa experience, contact the specific Hand & Stone spa first. Because most locations are independently owned and operated, the local spa manager normally controls appointments, membership administration, refunds and local service recovery. Have your membership name, appointment date, location, payment details and any relevant receipts available.
If the problem involves inappropriate conduct, safety or a serious service complaint and the spa does not respond satisfactorily, Hand & Stone’s Customer Bill of Rights instructs customers to contact cust.svc@handandstone.com. Corporate Customer Service can then approach the spa and service provider on the customer’s behalf. This is particularly important when the concern involves professional conduct or a guest feels uncomfortable with how the local location handled the complaint.
For privacy or legal matters, use 1-866-889-7866 or privacy@handandstone.com. Written legal correspondence can be sent to Hand & Stone Franchise Corp., Legal Department, 1210 Northbrook Drive, Suite 150, Trevose, PA 19053.
Complaints may involve membership charges, cancellation, gift cards, appointment issues, service quality, therapist or esthetician conduct, privacy, sanitation, injuries or franchise-location management. Before escalating, collect the spa location, appointment date, membership agreement, receipts, payment records, service-provider name and copies of prior correspondence.
Start with the Hand & Stone location where the service or transaction occurred. Ask for the front-desk manager or spa manager and clearly explain the complaint. Provide the appointment date, service type, payment information and the resolution requested. Because the location is usually independently owned, local management is normally the most direct first point of contact.
Membership disputes should be directed to the home spa responsible for the membership agreement. Gift-card issues should be handled by the issuing location or corporate Customer Service depending on where the card was purchased. Privacy concerns should use privacy@handandstone.com or 1-866-889-7866, while serious professional-conduct concerns can be escalated to cust.svc@handandstone.com.
If a receptionist or initial employee cannot resolve the issue, request review by the spa manager, owner or franchisee. Explain what happened, who you previously spoke with and what outcome you are seeking. For membership matters, have the signed membership agreement and cancellation terms available, since recurring billing and service-credit rules are governed by that agreement.
For unresolved service or professional-conduct matters, email cust.svc@handandstone.com. Written complaints should include the spa location, service date, provider name if known, previous management response and a factual description of the issue. Hand & Stone states that corporate Customer Service can contact the spa and provider on the customer’s behalf when local handling is unsatisfactory.
Serious unresolved corporate matters can be sent to Hand & Stone Franchise Corp., 1210 Northbrook Drive, Suite 150, Trevose, PA 19053. Keep copies of receipts, membership agreements and earlier communications. Because local spas are independently operated, corporate review may focus on brand standards and franchise compliance rather than directly controlling every local billing decision.
If the complaint involves privacy, use the Legal Department and privacy contacts. If it involves suspected misconduct by a licensed massage therapist or esthetician, preserve a detailed written record and consider the professional licensing process in addition to corporate escalation. Membership disputes should be documented with the home spa’s cancellation and billing records.
Massage therapists, estheticians and certain medical-aesthetic providers are regulated at the state level. Professional-conduct or licensing complaints can therefore be submitted to the relevant state massage-therapy, cosmetology, esthetics, medical or professional-licensing board depending on the service. Sanitation complaints may be handled by state or local health authorities.
Billing, recurring membership or refund disputes that remain unresolved can be raised with the state Attorney General or consumer-protection agency. Customers may also contact their debit or credit card issuer if they believe a charge was unauthorized or processed contrary to an agreed cancellation. Keep the contract, cancellation proof and corporate correspondence before initiating a financial dispute.
If a significant dispute remains unresolved, review the membership agreement, service waiver, gift-card terms and other applicable documents to determine whether they contain dispute-resolution, arbitration or venue provisions. The correct formal process depends on the specific location, contract and governing state law. Customers should retain all documentation and obtain qualified legal advice when the potential claim involves injury, recurring financial loss or other serious issues
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