Shipping and Returns
Shipping Time: Please allow 1-2 business days for new orders to be processed and shipped out. In some cases, orders can take up to 48-72 business hours to ship. Orders are not processed or shipped on Saturdays or Sundays. Any orders placed with an expedited shipping method prior to 1pm Mountain Time, will be shipped the same day, otherwise they will be shipped the following business day. Please contact us directly if an expedited order placed later in the day needs to be rushed.
Shipping Method: All packages are shipped via USPS or UPS. In the case of an order being placed with a Free Shipping promotion, we use the best choice shipping option, which can be different in certain scenarios. For any questions, please contact us anytime during regular office hours of Monday-Friday, 9am-5pm MST, or add a note in the comments section of your order.
Delivery Time: We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by USPS, UPS, Fedex, DHL or other parties only as an estimate. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability. In the case that a shipping courier experiences weather delays, the tracking number will provide updates and all the information about the delivery. TENSproducts is not responsible for late deliveries due to weather delays.
In the rare instance that a package is not delivered, or delivered to the wrong location, please call Customer Service within 15 days of the date you placed your order, so that we may file a claim with the appropriate courier, and follow up with you, in due time.
Holiday Delivery: Please allow an extra 1-2 business days for processing and shipping around major Holiday periods. We will do our absolute best to ship your order as fast as possible, but please note that there could be a slight delay.
Making Changes: Due to our fast shipping process, once an order has been shipped, it is not possible to change or cancel that order. Please order carefully and make sure your order is correct before payment. For any returns, please follow the return policy.
Returns/Exchanges: Your satisfaction with TENSproducts and the products you purchase, is of the highest importance to us. We will gladly accept the return, or exchange, of most products up to 30 days from the date of purchase. The return of any allowed products that have been opened, used, or have broken seals are subject to a 20% restocking fee. Original shipping and handling charges are always non-refundable and will be deducted from any refund for the cost of returned items. The restocking fee will only be waived in the case of all returned items being unopened, unused, and in their original packaging. Missing Instruction Manuals, Quick Reference Guides, and any other original literature from a returned product will result in an automatic $5.00 fee deducted from any refunds issued for the costs of those items.
If you are unsatisfied with a product, or find any defects due to manufacturing and/or workmanship, please contact us. Fulfillment mistakes that we make, resulting in the shipment of incorrect products to you, will also be accepted for return up to 30 days from the date of purchase. To make a return, or exchange, please contact Customer Service to get a Return Authorization number. We will be happy to provide the number and explain the procedure to you. Our process is simple – Clearly write the return authorization number on the outside of the product packaging so we can easily identify the order, ship to our warehouse, and we will credit the account used to make the purchase within 7 business days from the date we receive the returned items, or contact you to complete an exchange. Returns or exchanges cannot be accepted without a return authorization number. If your item was damaged during shipment, please contact us for assistance. Our customer service line is available M-F from 9am-5pm MST at 866-449-1010, or feel free to email us at sales@TENSproducts.com.
If you experience any issues, or technical difficulties, with a product you ordered, please contact Customer Service. This would be tied to a manufacturer warranty process and we will be more than happy to set up a technical support call for you.
*** ONLY Items which are unopened and unused may be returned. Once an item has been used or opened, a return can NOT be made. ***
Ultrasound Returns: Portable Ultrasound may only be returned if the product has NOT been used. Used Ultrasound devices may not be returned due to sanitary health reasons set by the FDA. If you are attempting to return the device due to defect or malfunction with performance, this would go through the warranty and we ask you to please contact us for a warranty claim.
Pillows and Cushions: Any pillows or cushions may only be returned if they are unused and in the same condition customer received the item with original packaging. We only sell our pillows and cushions brand new for sanitary reasons.
Free Shipping Promotion Policy: Free Web orders for Shipping over $50 applies to all orders shipping within the contiguous United States only, not Hawaii, or Alaska, or abroad.
International Shipping: All international orders are shipped via UPS International. Domestic and International shipping rates are based on the weight of a package and geographic distance, and will display on our website once shipping address information is entered upon checking out. If shipping internationally, you may want to also consider utilizing a freight forwarding service based in the U.S., to save on shipping costs.
Credit Card Statement Name: Your credit card billing statement will show: TENSproducts as the merchant descriptor.