FAQS
Frequently Asked Questions
Shipping and delivery
How long will my order take?
Dispatched within 24 hours on working days, then 4–7 days for delivery in the US. You'll get a tracking number by email as soon as it ships.
How much is shipping?
Free on every order, tracked.
Do you ship outside the US?
We currently deliver across the United States. If you're elsewhere, contact us before ordering and we'll tell you whether we can reach you.
My tracking hasn't updated. Is that a problem?
Tracking can take up to 24 hours to start moving after you get the number. If it still hasn't updated after 5 working days, get in touch and we'll chase it.
Returns and refunds
How long do I have to return something?
60 days from the day it arrives. Contact us through the form with your order number and we'll take it from there.
What if it arrives damaged or faulty?
Send us a photo through the contact form. We'll replace it or refund you at no cost to you — no return postage, no deduction.
What if I've just changed my mind?
You're still covered for 60 days. A 20% restocking fee applies to change-of-mind returns and return postage is your responsibility, but every case is looked at individually — if there's a reason that shouldn't apply, tell us.
When will I get my refund?
Once your return arrives and has been checked, we process it back to your original payment method. Allow up to 5 working days for it to show.
Can I cancel my order?
Contact us as soon as you can. Orders go out fast, so if it's already dispatched we can't stop it — but the 60-day return window still covers you.
Is there a warranty?
Every order includes a 60 day warranty against manufacturing faults. The Complete Kit extends that to 12 months.
What does the warranty cover?
Faults in materials or workmanship — the heating stops working, the battery fails, a seam goes. It doesn't cover accidental damage or normal wear to the cover.
Using the product
How long is a session?
10 to 15 minutes, once or twice a day. Start at 5 minutes for the first few days if you're very tight.
Does it need plugging in?
No. It's cordless and charges over USB-C. The cable is included.
Can I fall asleep on it?
It shuts itself off, so no. That said, it's designed for a short session rather than overnight use.
Is it safe to use every day?
Yes. Check with your doctor first if you've had neck or spine surgery, have a disc problem or trapped nerve, are pregnant, or have a pacemaker.
Will it fix my posture?
No, and be careful of anything that says it will. It relieves the muscle tension that comes with poor posture, which for most people is the part that actually hurts.
Payment and security
Is checkout secure?
Checkout runs on Shopify. Your card details go straight to them and are never stored by us.
Still stuck?
Contact us through the form and a real person will reply within 24 hours on working days.