Shipping & Returns
We ship from our warehouses in North Carolina and Florida. On average orders are delivered within 3-7 business days. FedEx 2-4 day delivery + shipping insurance is also available at checkout. Please allow two weeks for delivery during holidays or sale events.
1. Easy returns with our 60-day money-back guarantee
At NeuroMD, our pride is not only in our products, but In the results and progress, our customers achieve. We know the NeuroMD device works and we are so confident in its effectiveness that we provide a 100% satisfaction guarantee with our unmatched 60-day at-home trial. If for any reason your NeuroMD device does not provide you with the level of relief from chronic pain that you were expecting, you may return it for a refund.
You have 60 calendar days from the date of delivery to return your NeuroMD device. Similar to improving one's health through physical exercise, it takes time for results to accumulate. Thus, we recommend a minimum trial period of 45 days. This trial period is recommended because 6 to 8 weeks is the typical time it takes for soft tissue to heal. Chronic conditions that have lingered for many years may take longer however, you will notice a reduction in pain and improvements in strength and mobility.
This trial period is not required, and you may return at any time within 60 days of delivery.
Please start your return process here or contact customer care at
877-300-9062 or email us at Help@GetNeuroMD.com
*All returns (opened and unopened) are subject to a non-negotiable $6.95 return shipping label fee + 15% medical waste disposal fee.*
If you decide not to use the return label and use your own return methods, you are responsible for and must pay all shipping charges and you assume the risk of loss or damage to the returned product(s) while in transit back to NeuroMD. Please email NeuroMD customer support the return tracking number (located on the receipt from your shipping carrier of choice) to help locate/track your package delivery.
This includes all device kits and replacement electrode pads opened or unopened.*
Because of the nature of our business and products, we are unable to resell any item. Returns are processed within 5-7 business days after your items are delivered to us.
Please remember all products must be returned in original packaging with all parts and accessories. Customers are responsible for return shipping costs.
Returns after 60 days from the date of delivery are ineligible for a refund and will not be shipped back to the customer. We recommend emailing us to find out when your 60-day trial expires so we can assist you in determining your date. Consulting with your doctor before starting any new exercise program or treatment modality is highly recommended. Extended warranties, parts, and accessories are considered all sales final and non-refundable.
If you are not using the provided return label, please use a trackable carrier like FedEx or UPS. If a shipment is lost by the carrier in transit, NeuroMD cannot process your return without shipping verification.
Your refund will be refunded to your original payment method. We can only credit towards the original payment method and cannot credit to an alternative payment method. Credit card refunds may take up to 7-10 business days to post although the exact time frame will vary depending on both your credit card issuer and bank.
RESERVED RIGHTS REGARDING RETURNS:
Once a return is initiated and/or your return label has been provided, your items have 7 days to arrive at your local carrier/postal office to send back to our distribution center. If your items do not arrive within that timeframe, NeuroMD is within its rights to cancel the return.
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history
- An irregular or excessive returns history involving used, altered, laundered, damaged, or missing items; or
- Potential fraudulent or criminal activity.
All items sent to our Warehouse will be discarded upon receipt.
2. Shipments; Delivery; Title And Risk Of Loss
We will arrange for shipment of the products to you. We only use carriers that have tracking services. Shipping and delivery dates are estimates only and cannot be guaranteed. Please allow 1-3 business days for orders to be fulfilled. Damaged, defective, missing, or incorrect items must be reported within 7 days of delivery with a picture/video attached. Title and risk of loss pass to you upon our transfer of the products to the carrier. We are not liable for any delays in shipments, or lost items. We are not responsible for incorrect addresses. Please double-check your address before submitting your order. Refused packages, undeliverable addresses, and packages returned to sender will be charged a return shipping fee of $14.95. This $14.95 is charged because we are charged by the carrier for the return processing and shipping back to our warehouse.
ORDER CANCELLATIONS & ADJUSTMENTS:
Customers are able to cancel or adjust their order within 12 hours of ordering as long as it is still pending fulfillment. Please email Help@GetNeuroMD.com or call us at 877-300-9062 to adjust within the time period.
3. One Year Limited Warranty
Your device is covered against defects in materials and workmanship for 1 year commencing on the date of delivery. If at our examination it is determined that the product failed to work due to its parts, materials, or workmanship we will repair or replace it for free. This warranty does not cover lost or misplaced items, malfunctions due to unusual wear and tear or mistreatment of the device, such as physical damage, submerging in water, or tampering with the device all of which void the warranty. If you require warranty service, please contact customer service at Help@GetNeuroMD.com. Extended warranties are non-refundable. Customers must have a valid copy of their purchase receipt when inquiring about replacement or repair under warranty. The warranty for the replaced or fixed products shall be for the longer of: three (3) months, or the period of warranty remaining to your one (1) year warranty with respect to the original product. Refunds void warranty.
4. Advisory Statement
Any medical or health-related information provided on this website is provided for educational purposes only and is not intended to constitute medical advice or replace discussions with a healthcare provider. You should not use the contents of this website for diagnosing a health or fitness problem or disease, but should always consult a physician or medical advisor.
All NeuroMD products should be used as directed by your physician and in accordance with instructions provided on the packaging of the product. Before using any medical device, read all label information and keep the carton. It contains important information. Individual results may vary. Consult your physician and follow all safety instructions before beginning any new exercise program, especially if you are pregnant, or have any medical condition. The contents on our website are for informational purposes only and do not constitute medical, legal, or any other type of professional advice. The NeuroMD device is designed to stimulate healthy muscles in order to improve or facilitate muscle performance. Results will vary depending on starting point, goals, and proper use of the device.
Last updated: 11/4/2020, 6am est
For orders before 11/4/2020, 6am est, please see our previous return policy.