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 at-home trial

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 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 require a 30-day minimum trial period to give the treatment a fair chance as it takes about 6 weeks for soft tissue to heal and clinical studies show that statistically significant pain reduction can take several weeks. Chronic conditions that have lingered for many years may take longer however, reductions in pain and improvements in strength and mobility are expected within the first 1-2 months.

If you wish to return your product, please contact customer care at Help@GetNeuroMD.com to obtain an RMA return label.

You must use the return label provided by the NeuroMD Return Center to return your product. We provide discounted return shipping labels for a flat rate of $6.95. Customers are responsible for return shipping costs; the cost of the label will be deducted from the refund amount.

If you seek to return a product to NeuroMD (a) without a return label provided by NeuroMD or (b) without all parts and accessories originally included with your purchase, NeuroMD may, at its discretion, refuse to process the return and initiate a refund.

*Returns that are OPENED will be refunded to your original payment method less the non-negotiable 15% medical waste disposal fee and shipping costs. Returns that are UNOPENED will be refunded to your original payment method less the non-negotiable 10% restocking fee and shipping costs. Because of the nature of our business and products, we are unable to repackage and resell items. Returns are processed within 5-7 business days after your items are delivered to us.

Your refund will be credited 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.

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.

For the safety of our customers and employees, supplements (Collagen) are an all-sales final product and we do not accept returns because of the risks associated with handling returned supplement/food items.

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.

RESERVED RIGHTS REGARDING RETURNS:

Once a return is initiated and/or your return label has been provided, you are given a 7-day grace period to drop it off at your local post office. If the product is not dropped off within 7 days of obtaining your return label, 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.

(a.) SUBSCRIPTION TERMS - PHYSICAL & DIGITAL PRODUCTS

Physical Products = Electrodes, Collagen, etc.

Digital Products = NeuroMD OnDemand.

Note: OnDemand subscription & OnDemand membership are the same thing and are used interchangeably

Cancellation Policy: For your convenience, an email notification will be sent 7 days prior to your charge so you can adjust, pause or cancel your subscriptions through the self-serve online portal. For NeuroMD OnDemand, cancel anytime before your 30-day trial ends to avoid being charged. If you cancel your subscription, your account will automatically close at the end of your current term.

You may use your subscription until the end of the then-current term and your Subscription will not be renewed after the then-current term expires. However, you won’t be eligible for a prorated refund of any portion of the subscription fee paid for the then-current subscription period. For example, if you are on an annual subscription and you cancel 1 week after your renewal charge, you will still have access for the remaining 51 weeks. Upon the end of the term, there will be no charges and access will be removed.

How to cancel a subscription:

If you purchased a physical product subscription or OnDemand membership, follow these steps to cancel:

Visit our subscription portal here and enter your email used during your purchase.
Visit your email account (Checking Inbox & spam folders), click the link inside the email to immediately access your subscription portal.
Click ‘Cancel Subscription’.

You will have access to the paid subscription features through the end of your current billing period.

If you have any questions about canceling your subscription, contact us at help@getneuromd.com.

If you cancel your subscription, future charges will be canceled immediately and your account will automatically close at the end of your current billing period.

Free Trial Terms:

Your NeuroMD OnDemand subscription may start with a free trial. The duration of the free trial period will be specified during sign-up and is intended to allow new and certain former users to try the service. Free trial eligibility is determined by NeuroMD at its sole discretion and we may limit eligibility or duration to prevent free trial abuse. We reserve the right to revoke the free trial in the event that we determine that you are not eligible. Individuals, households, or members of an organization with an existing or recent NeuroMD membership are not eligible. We may use information such as device ID, method of payment, or an account email address used with an existing or recent NeuroMD membership to determine eligibility. Restrictions may apply. We will charge the membership fee for your next billing cycle to your payment method that you provide at the end of the free trial period and your subscription will automatically renew unless you cancel your subscription prior to the end of the free trial period.

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. Replacement parts will be available for a minimum of at least 1 year after your purchase date. Check with our support team to see if replacement parts are available for your product model.

4. International Shipping

Countries outside of the US may require you to pay VAT/GST and import duties. Any customs fees assessed are on top of your cost of shipping and are the customers' responsibility to pay.

For international shipments, NeuroMD will not be held responsible or liable for any problems that result at your local customs office outside of the countries listed above. If customs duties are assessed, these are in addition to your shipping charges and must be paid directly by you. No refunds will be given for items that are seized at your local customs office.

5. 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.