Cara

I bought one of their heating pads on 2-3-2020 (*** from ***. I could never get the moist pad to stay in place. It always goes to the bottom. Even the actual heating pad slides off constantly with it laying on top of you. I emailed them on 2-23-2020 and told them I noticed it didn't feel like the bottom of it was getting warm and I took it out of the pouch and it looks like it's melted and sent a picture. They emailed back and said send the pad back to us and gave me the address to ship it. I asked for a prepaid return shipping label. They told me "Unfortunately we do not offer that service. We ask that you send the pad back to us and we will send a refund so that you can purchase another product." They also said, "When you return the pad please attach a copy of this email and we will reimburse the cost of shipping. Please send it to regular service US Postal Service.
I emailed often and asked the status of the pad because I had borrowed one and needed to return it. I was waiting for my refund before I bought one, but It was taking so long I had to go ahead and buy one. On April 9 they had changed their minds and said this "Normal procedure would be to return the working product to you. In this instance, they have agreed to replace the heating pad only. You should be receiving the replacement shortly. I emailed them and asked them why did they tell me I was getting a refund and reimbursed for shipping if they weren't going to do it and asked them to reply to my questions. They never replied. From February to April is a long time to do without something you medically need every day. They did send another heating pad that I no longer need. I truly believe they couldn't fix the one I sent so that was there excuse.