Frequently Asked Questions
COMPANY QUESTIONS
What is the return policy? If at any time within 30 days of purchase if you are not 100% satisfied, return it for a full refund.
What is the warranty on the gel pack? All parts are warrantied for 1 year.
Will my insurance pay for these items? No. The code designated to cold and hot therapy wraps is HCFA Code: E1399, a code used when a device does not fit into a proper category.
Do you offer volume discounts? Yes. We offer significant savings on volume orders (over 50% for wholesale accounts). Contact us of you would like to discuss this in more detail.
PRODUCT QUESTIONS
How do I care for my gel wraps and packs? Proper treatment includes not overheating the pack, storing it in a plastic bag when it is in the freezer, keeping the pack out of direct sunlight, and keeping the hook and loop clean and free of debris. Gently adjusting the hook and loop will keep the strapping and materials looking new.
How do I wash my gel pack? Any outer cover should be washed by hand (recommended) or machine with mild detergent and hung to dry (recommended) or set on tumble dry low in a machine. Avoid bleach, harsh cleansers and fabric softeners. The gel pack inserts can be wiped clean with soap and water or antibacterial disinfectant.
What happens if my gel pack gets punctured? Although the gel consists of safe non-toxic components, the pack should be discarded. Any spilled gel should be cleaned immediately to prevent falls. If the gel dries and later becomes wet, it will create a very slippery surface.
How long can I store my gel pack in the freezer? The freezer is a great place to store the gel pack when it is not in use and it can be stored for several months with no problems. To prevent it from picking up unpleasant odors in the freezer, place it in a plastic bag.
HOT THERAPY
When should I use hot therapy? Applications include arthritis, muscle and joint aches How long should I use hot therapy at a time? Experts recommend using hot therapy no longer than 20 minutes at a time every 2 hours for up to daily use or when needed
How do I heat my gel pack? Heat 20-30 seconds followed by 10 second intervals until desired temperature is achieved, kneading gel carefully between intervals. Take caution not to overheat the product! It can cause damage to the pack or result in burning the skin. Alternatively, the gel insert can be placed in a bowl of hot (not boiling) water.
Can I put my gel pack directly in the microwave from the freezer? This is not recommended because it can cause uneven heating of the gel. If you need hot therapy and your gel pack is frozen, set it in a bowl of warm water prior to microwaving.
Is hot therapy for everyone? Persons with poor circulation, neuropathy, or sensitivity to temperature changes should use precautions by checking the skin regularly for irritation or avoiding hot therapy. Children's product use should always be monitored by an adult. If you are not sure if hot therapy is right for you, contact your physician.
COLD THERAPY
When should I use cold therapy? Applications include inflammation (arthritis, tendonitis), muscle sprains, strains, and pains How do I cool the gel pack? The gel pack can be placed in the freezer (or refrigerator) for cool therapy for 2 hours prior to application. For long life of your product, it may be stored in the freezer indefinately until it is used.
How long should I use cold therapy at a time? Experts recommend using cold therapy no longer than 20 minutes at a time followed by 20 minutes without cold therapy. It is safe to use cold therapy every day.
Is cold therapy for everyone? Persons with poor circulation, neuropathy, or sensitivity to temperature changes should use precautions by checking the skin regularly for irritation or avoiding cold therapy. Children's product use should always be monitored by an adult. If you are not sure if cold therapy is right for you, contact your physician.
STORE POLICIES
PAYMENT METHODS: For online orders we accepting Paypal and all major credit cards. We can also accept credit card payments by phone at (360) 909-2845. Orders may also be faxed to (503) 419-9871.
SHIPPING INFORMATION: We now offer Free Priority Mail shipping for orders over $30! Orders $30 and under ship for only $5. We are only set up for shipping in the USA at this time. We apologize for the limitations. Please do not order our products if you are not in the USA without first arranging shipping. We will do international orders on a case-by case basis. We normally ship in 1-2 business days. We make every effort to ship quickly, however, some instances require more time.
RETURN POLICY: We offer the BEST guarantee in the business! Other companies will state that once the product is used, it cannot be returned. However, you cannot be completely satisfied with a product until you try it! We let you try the product because we know you will love it. Even if the product is used, all we ask is that within 30 days of receiving the product, you send it back for a full reimbursement.