Mistakes happen: most orders made by mistake (i.e. a left instead of a right) are eligible for an exchange if the incorrect size or item was ordered. All items must be in NEW condition to be exchanged (they cannot be used). Before shipping any product back, you must first obtain an authorization number via email at the following address: email@example.com
If you have additional questions please contact customer support by phone during normal business hours.
Returns can be accepted if returned within a 14-day window after delivery and are in new condition (UNUSED) and in their original packaging with instructions. If plastic pad bag is opened, the package cannot be returned. Shipping fees will apply.
A 20% restocking fee will apply.
Cancellation by the customer:
If you need to cancel your order, please contact us as soon as possible. If your order has not yet been shipped, we will cancel your order and issue a full refund minus a 3.5% cancellation fee. If your order has already been shipped, you may return the product(s) for a refund (see our Return Policy for more information).
Important - Please Read
Individual results will vary when using Cold Therapy. It is strongly suggested that you work with your healthcare provider before making any purchases of medical equipment or supplies. SupplyPT.com does not provide a warranty or guarantee that a cold therapy product will treat your condition or relieve your symptoms. All cold therapy products have a minimum 30-day warranty.
A Note On Eco-Waste
The majority of returns we accept are not re-sellable and become waste and landfill. In an effort to reduce unnecessary plastic waste and conserve our natural resources, we ask that you only return items if there is a clear reason to exchange or return. Doing so helps keep our prices low and the environment clean.
Before shipping any product back, you must first obtain an authorization number via email at the following address: firstname.lastname@example.org
If the sender wishes to ship the item back to SupplyPT.com, please affix the authorization number to the box or shipping label, DO NOT WRITE ON THE BOX. SupplyPT.com will not be responsible for lost return packages. Please provide tracking numbers via email if the sender is shipping back. Otherwise, Supply Physical Therapy will send you a return shipping label and the cost of that shipping will be deducted from the refund.
Do not refuse the delivery of your order. Refunds will not be issued for refused shipments.
In order to ensure that the return and refund are processed correctly, each return must have an RA# written on the packing slip inside the box. Do not write RA#s on the product boxes. If an RA# is written in such a manner that the packaging of the item is defaced, a refund will not be issued.
Without an RA#, we regret that we cannot issue you a full refund. So please obtain an RA# in advance.
The below items are not eligible for return or exchange:
- Open box cold therapy units and/or pads
- TENS units
- HyperIce products
The above products are available for warranty only defect replacement. If you have a question about the return eligibility of a particular product please contact customer service.
Right To Refuse - We reserve the right to limit multiple requests for warranty replacement on products that are deemed damaged by customer misuse, abuse or failure to properly maintain the equipment to manufacturers specifications.