Short answer: If your device arrives defective or stops working within 30 days of delivery, we replace it or refund you — no repair hassles. Email info@importable.store with your order number, a clear photo or video showing the issue, and a photo of the product label and packaging. We reply within 1 business day.
What the 30-Day Quality Guarantee covers
- Devices that arrive defective or damaged
- Devices that stop working within 30 days of delivery
- Missing components in a sealed box (we ship the missing part or replace the set)
The 30 days are counted from the day of delivery — not the day you ordered.
What it doesn’t cover (honesty section)
- Change of mind: change-of-mind returns are currently not supported. Please double-check your order before purchase — and ask us anything before you buy, at info@importable.store. We’re working on extending this policy and will update this page when we do.
- Damage from misuse: submerging the device in water, tearing straps, or opening the housing voids the guarantee.
How to claim, step by step
- Email info@importable.store with: your order number, a clear photo or video showing the issue, and a photo of the product label and packaging.
- We reply within 1 business day.
- Approved claims get a replacement or refund — your choice between the two when both are possible.
Shipping, so it’s all on one page
- Free shipping to the 48 contiguous United States, every order, no minimum.
- Ships within 3 business days; delivered in 5–10 business days total.
- Carriers: UPS, USPS, or FedEx — selected at dispatch. Tracking on every order.
- We don’t ship to Hawaii, Alaska, military addresses, or outside the US.
Care guide (make the guarantee unnecessary)
- Charge fully before first use — a full charge takes about 3 hours and runs several sessions.
- Start on the lowest heat and vibration setting for your first week; your skin and joints adapt better than your impatience does.
- Keep sessions to the built-in timer (15–20 minutes with auto shut-off). More is not better; consistent is better.
- Clean the straps with a lightly damp cloth after sweaty use; air-dry flat. Never machine-wash or submerge the device.
- Store flat in a drawer, coiled loosely — tight bends shorten the life of the heating elements and air chambers.
- Don’t use over broken skin, and skip sessions entirely if you have a pacemaker, DVT history, or a doctor has advised you against heat/compression — these are comfort devices, not medical devices.
Full policy details live on our Returns & Refunds page and Shipping Policy. Device questions? The FAQ page covers setup, sessions, and safety.