Refund policy

ColdTherapy.us 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. ColdTherapy.us 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

The almost all products sold on ColdTherapy.us 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 email cc@ColdTherapy.us to initiate a return or exchange to receive an RA# after verifying your purchase is eligible for exchange or refund. 

LOST PACKAGE POLICY

• Packages that show 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. 

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 ColdTherapy.us 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: CC@ColdTherapy.us

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

RETURNS

Returns are accepted if returned within 14-days of delivery, are in NEW / UNUSED condition, are in their original packaging with documentation and the blue security tape is still 100% intact. If all conditions are met, a 25% restocking fee will apply. If not, we regretfully cannot accept it as a return. 

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. All sales final on cold therapy products. 

Before shipping any product back, you must first obtain an authorization number (RA#) via email at the following address: CC@ColdTherapy.us. The RA# must be written on the packing slip inside the box. Do not write RA# on product boxes and do not put return label on manufacturer’s packaging. Please ship returns in a study box.

ColdTherapy.us will not be responsible for lost return packages.  Please provide tracking numbers via email if the sender is shipping back. Otherwise, ColdTherapy.us 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.

ColdTherapy.us
1900 Bancroft Street
Suite J
Charlotte, NC 28206

The below items are NOT ELIGIBLE for return or exchange:

• Cold Therapy Units
• Cold Therapy Pads/Wraps
• Used Braces
• Sterile dressings and pads
• Products without original packaging
• Cervical Traction Devices
• TENS units

**If you have any questions regarding the refund policies, please contact CC@ColdTherapy.us. **