Depending on location, shipping typically takes between 4-7 days. Once shipped, we will send you a confirmation email with tracking details. Please be aware that sometimes these emails end up in spam or junk. If you haven’t received one of these emails please email us and we can send through tracking.

Unfortunately sometimes our courier will experience unexpected delays in transit and may not be able to deliver your package in the time frame promised. If the tracking link sent to you goes more than 5 business days without any updates please email us so that we can investigate with the courier.

Our customer service team works hard to get around to all inquiries as quickly as possible and you should receive a response within 24 hours. If you have not received a response within 24 hours please do not reply to your original email. Our email service sees this as a ‘more recent’ email and you will be moved down the priority line of messages to respond to.

1. Please check you have removed the plastic covering on the back of the individual units. When received the individual units will have a plastic film on the bottom that will stop them from charging until they are removed. Ensure this protective film is removed from the underside of each unit to allow it to charge properly.

2. Please allow the TENS base + pieces to charge for at least 3 hours. While charging, the base control will have a flashing red light and the individual units will display a flashing white 'O'. Once fully charged, the red light on the base control will be solid and the individual units will either be blank, or display a solid white 'O'.

If you still believe that your device may be faulty, we do not want to inconvenience you with having to post back. We ask that you please send through a video demonstrating the problem you're experiencing. For this, if you could move the faulty unit to different charging stations showing that it does not light up. Once received we can have a replacement sent out asap, with no need to post anything back.