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*Exclusions apply - see details

Return Policy


All return requests must be made within 45 days of delivery and are subject to a 10% restocking fee plus shipping costs.

Exchanges

The restocking fees will be waived if you choose an exchange for the same item or an item of similar value. The product(s) returned to Elastogels must be in like-new, resellable condition.

Return Instructions

  1. All of our products are offered with free shipping. Please be aware that our actual outbound shipping cost will be deducted from your return refund. You will also be responsible for shipping the merchandise back to us at your expense. No Exceptions, unless exchanged (see above).
  2. Request an RMA number via e-mail (customerservice@elastogels.com) or call 1.800.883.0368. Once you have been assigned an RMA number, it will be valid for 14 days only.
  3. Please write the RMA number clearly on your return shipping label (if you do not have a shipping label, you can purchase one at your nearest office supply or shipping store). Affix the shipping label to the outside of the package. ** Please Note: Do not write the RMA number on any other part of the package **
  4. We recommend sending the package via UPS, or other shipping service which will provide you a tracking number and/or delivery signature. We are not responsible for refunding or replacing a lost item without proof of delivery. We also recommend obtaining insurance for high value items for your protection.
  5. All packages received without a pre-assigned RMA number shown on the label will be refused. If the package is damaged during shipping, or the product is not in the original packaging, it will be refused. 
  6. All claims for incomplete, defective products and/or missing accessories must be made within 5 days of merchandise being received. Please note: if the original packaging is not returned with the item, we may charge up to a 30% restocking fee.

Damaged Item Received Upon Delivery

  • Note any damages on the delivery bill and have the driver sign it - acknowledging damage.
  • Contact customer service within 7 days of delivery at customerservice@elastogels.com or call 1.800.883.0368 to start an insurance claim.
  • Replacement of damaged parts will be shipped to the customer at no charge.

Defective / Warranty Items

  • Within the US, we will issue a return label and ship the replacement item at no charge (or issue a full credit) for defective items returned within 45 days of delivery.
  • For International Customers, we will reimburse the customer up to $20 for the return shipping, if returned within the 45 days.
  • If after 45 days (but still within the warranty period), the customer will be responsible for both the inbound return shipping and the outbound replacement shipping charges.
  • If an item is reported as defective, but arrives in working condition (not defective), it will be treated as a regular return and will be subject to the same restocking fee and deduction of the shipping charges from the final refund credit.

Other Disclaimers

Pro Therapy Supplies holds no claims that hot/cold therapy will heal your pain. Always consult your physician before purchasing any medical equipment.