Before You Buy

Results vary with cold therapy. Please talk with your healthcare provider before buying medical equipment or supplies. ColdTherapyMachines.com does not guarantee that a product will treat your condition or relieve your symptoms. Always follow the manufacturer's instructions for use. If you have a problem or an injury, stop using the product and contact your healthcare provider, then email us at service@ColdTherapyMachines.com with your order number.

All Cold Therapy Sales Are Final

Cold therapy products touch post-surgical incisions and use tap water, so once an item leaves our facility, we treat it as used. Every product we ship is new and has never been used by another customer.

These items are not eligible for return or exchange, except for the sealed, unused exchanges described below:

• Cold therapy units
• Cold therapy pads and wraps
• Sterile dressings and pads
• Any item without its original packaging

Exchanges for Ordering Mistakes

If you ordered the wrong size, side or pad (for example, left instead of right, or a Cube pad instead of a Kodiak pad), you may exchange it if:

• The item is new and unused, and pads are still in their sealed bag.
• You have an RA# before you ship it back.

There is no restocking fee. A return shipping fee applies if you ask us to send a return label. Email service@ColdTherapyMachines.com with your order number to request an RA#. Do not send anything back without one. Write the RA# on the packing slip inside the box, not on the product box, and do not put the return label on the manufacturer's packaging. Please ship in a sturdy box. We are not responsible for lost return packages, so please send us the tracking number.

Manufacturer Warranty

Cold therapy products are covered by the manufacturer's warranty. ColdTherapyMachines.com is an authorized retailer of DonJoy and Breg products and is not the manufacturer. We do not provide a separate warranty of our own. The warranty periods below are the manufacturers' periods and start on the day your order is delivered.

• Cold therapy machines (coolers), all brands: 6 months
• Breg Polar Care pads: 6 months
• DonJoy IceMan pads and DonJoy wraps (including DuraKold): 1 month
• Aircast Cryo Cuffs: 6 months
• Reusable ice bags: 3 months

If your product has a problem during its warranty period, we will file the claim with the manufacturer for you and help you get a repair or replacement where the manufacturer's warranty covers it. Coverage is decided under the manufacturer's warranty terms. The manufacturer's warranty does not cover damage from misuse, abuse, or care that does not follow the manufacturer's instructions, and repeat claims for that kind of damage may be limited.

How to Start a Warranty Claim

Email service@ColdTherapyMachines.com with your order number, a short description of the problem, and photos that show it. Please do not call in a warranty issue, because we need the photos and description. You can also use our Warranty Claim form. If the claim qualifies, we will send an RA# and return instructions.

Delivery Issues

• Refused deliveries: no refund.
• Marked delivered but missing: no refund. Check with neighbors and others at the address, then file a claim with the carrier: FedEx 1-800-463-3339, UPS 1-800-742-5877, USPS through your local post office. If the carrier confirms the package is lost, send us the case number and we will help.
• Weather and other uncontrollable delays: carriers do not refund these, so we cannot offer refunds or shipping credits for them either.