FAQs

We’ve put together answers to the most common questions our customers ask.

ORDERS & SHIPPING

How long does it take to process and ship my order?

Orders are typically inspected and shipped within 24–72 hours of receiving payment. Once shipped, delivery usually takes 3–9 business days, depending on your location and local courier services.

How can I track my order?

You’ll receive an email with a tracking code that allows you to track your order anytime on ourdedicated tracking page. If you don’t receive your tracking number within 5 days of placing your order, please reach out to us.

My tracking shows delivered, but I haven’t received my package. What should I do?

Sometimes couriers mark deliveries early or leave packages in hidden locations. Please double-check around your property and with neighbors. If you still can’t locate your package after 48 hours, contact us so we can help investigate.

I entered the wrong shipping address. What should I do?

Please contact us immediately with the correct address. If the order hasn’t shipped yet, we’ll update it. If it’s already dispatched, you’ll need to contact the carrier directly.

Why does my tracking say "No information available at this time"?

Some shipping carriers may take 2 to 5 business days to update tracking information.

If it has been more than 5 business days and there is still no update, please contact our support team for assistance.

RETURNS & REFUNDS

What is your money-back guarantee?

All purchases of pain relief products are backed by our 365-Day Money-Back Guarantee. If you don’t experience noticeable relief after consistent use, simply contact us within 365 days of purchase for a refund. More info on our Refund Policy page.

Do I have to pay return shipping?

Return shipping costs are the responsibility of the customer and address will be provided by our customer support team. If the product is defective or incorrect, you don't need to return the product, we will send you a free replacement.

What if my product is defective or stops working?

If your item is defective or not working as intended, please contact us with details and, if possible, a short video showing the issue. We will arrange a free replacement.

Can I return an opened product?

Yes, as long as you have used it consistently for the intended purpose and are requesting a refund under our performance guarantee.

What happens after I return my product?

Once your return arrives at our warehouse, we will verify it and process your refund to your original payment method within 2–7 business days.

Can I change or cancel my order after placing it?

We process orders quickly to ensure fast shipping. If you need to make changes, please contact us within 2 hours. Once an order is processed, we can no longer guarantee changes or cancellations.

PRODUCT USE & TROUBLESHOOTING

My Fisiorest is not heating or massaging correctly. What should I do?

Please try the following:

Try using it with a different cable and adapter (5V3A output or higher).

Test with a power bank.

Ensure all connections are secure.

If the issue persists, send us a short video so we can assist you further.

Is the product safe to use daily?

Yes, our devices are designed for daily use. Please follow the instructions in the manual to get the best results safely.

My Fisiorest does not work when I unplugged it after charging. Is this a defect?

Fisiorest and Fisioback need to be plugged in during use as it does not have a rechargeable battery. This design is designed to ensure constant power and optimal performance during each massage session. It also eliminates the risks associated with having a battery under the head, providing a safer and more reliable experience.

You can follow the instructions below for your reference:  

1. Plug it into an outlet or a power bank  

2. Press and hold the desired mode button for 5+ seconds to activate it

3. Press it again to adjust the intensity  

4. You can activate and adjust the individual modes as you like

Can I use it more than once per day?

Yes, but we recommend not exceeding 30 minutes per session to avoid overstimulation.

Need more help?

Contact our customer service by clicking below!

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