ColdTherapyMachines.com is committed to providing each customer with the highest standard of customer care. For this, we have specific guidelines to ensure proper communication. Please read below:

IMPORTANT

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. ColdTherapyMachines.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. 

WARRANTY

Almost all products sold on ColdTherapyMachines.com are available for warranty replacement, if defective. If you have a question about the return eligibility of a particular product, please email us with picture(s) and a brief description of your issue along with your order number. We would be glad to file a warranty claim for you. 

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.

RETURNS AND EXCHANGES

Please fill out the Return/Exchange Form at the bottom of this page to initiate a return or exchange. If your purchase is eligible for a return or exchange you will receive an RA# with return instructions.

LOST PACKAGE POLICY

Packages that show as delivered via tracking number are not eligible for refunds. We ask that you please check with your neighbors and other occupants before submitting a claim.  Packages can often be recovered or located by the carrier via a claim. Please contact the appropriate carrier to start a claim.  FedEx- 1-800-463-3339; USPS- Local post office phone number; UPS 1-800-742-5877.  If the carrier determines that the package is lost, please contact us with your case number so that we can investigate further and assist you. 

SHIPPING DELAYS DUE TO UNCONTROLLABLE EVENTS

We work closely with our shipping partners to ensure timely delivery; however, delays can occasionally occur due to circumstances beyond anyone’s control. FedEx and UPS do not issue refunds or shipping credits for delays caused by inclement weather or other uncontrollable events, such as natural disasters, actions by public authorities, or labor disruptions. As a result, we are unable to offer refunds or credits for shipping delays related to these situations. We truly appreciate your patience and understanding when these rare events occur.

EXCHANGES

Orders made by mistake (i.e. a left instead of a right, medium instead of a large, Breg Polar Care Cube pad vs. Breg Kodiak Pad, etc.) 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; plastic bag must be sealed for all cold therapy pads).  There is no restocking fee but a return shipping fee will apply if ColdTherapyMachines.com is asked to send a return label. Before shipping any product back, you must first obtain an authorization number (RA#) via email at the following address: Service@ColdTherapyMachines.com

If you have additional questions please contact customer support by phone (704)312-2575 or email Service@ColdTherapyMachines.com during normal business hours (9:00am-1pm EST).

RETURNS

Because cold therapy products come in contact with incisions after orthopedic surgery and use municipal water, we have to make the assumption that once they leave our facility they have been used. We cannot, in good faith, ship this type of merchandise to another patient and have them bear the increased risk of getting an infection. For you as a customer, we want you to know that all cold therapy products coming from our warehouse have not been used by another customer in any manner. Therefore, all sales final on cold therapy products. 

Due to the medical nature of this product, returns are not accepted once the item has been shipped, except in cases of manufacturer defects covered under the 6-month warranty from the date of purchase.

Do not refuse the delivery of your order. Refunds will not be issued for refused shipments.

The below items are NOT ELIGIBLE for return or exchange:

• Cold Therapy Units
• Cold Therapy Pads/Wraps
• Sterile dressings and pads
• Products without original packaging

**If you have any questions regarding the refund policies, please contact service@ColdTherapyMachines.com **