Find answers to Frequently Asked Questions

General questions

Do I need to have an account to order?

No, you can place an order without an account.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, American Express, etc.) and PayPal.

How secure is my online order?

Relthera absolutely dependent on providing valuable products. We put in loads of hard work, engineering, and testing to bring you the only helpful solutions. Hope this answer brings some meaning.

How secure is my personal information?

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. You can find detailed information on how we collect, use and keep secure your personal information in Privacy Policy.

Are there any exchange rates?

All of our transactions are based in USD (US Dollars), GBP (British Pounds) or EUR (Euros). If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

How do you ensure the quality of your products?

Our dedicated product engineer carefully selects and tests each product to make sure its high quality and can bring value to growing plants at home.

How can I return an item?

If you received your order and are not satisfied, you can return the product for a refund within 30 days of the delivery date. You can find more detailed information in Refund Policy.

How can I contact you if I having any issues?

There are 4 options for contacting us: phone, email, send direct message on Messenger, fill out inquiry form. Usually, our customer service team will reply within a few hours. You can find contact information in Contacts.

Products related -LumbarCare PRO

Is LumbarCare PRO safe to use?

Absolutely. LumbarCare PRO went through rigorous testing phases, including the FDA and various other strict standards, to ensure that every component is safe. All testing measures and standards approve of its safety to use.

Who should not use LumbarCare PRO?

Strictly, consult your healthcare provider before using LumbarCare PRO if you are pregnant, have skin sensitivities, have heart disease, use a pacemaker, had spinal surgery, or have other severe conditions.

Is it for me?

Originally LumbarCare PRO was designed for people who suffer from sciatica, pinched nerve, muscle spasms, slipped disc, poor posture, lack of mobility, and/or general chronic lower back pain.

Can I use LumbarCare PRO on any surface?

For the best experience, we recommend using LumbarCare PRO on a sturdy flat surface, ex: floor, carpet area, bed. Use base plate (included) underneath to compensate soft surfaces.

What is the weight limit?

Maximum weight limit 140kg/310lb.

Does my purchase include a warranty?

Yes, your purchase includes a 1-year warranty. Additionally, you can choose our Extended Warranty Program during checkout.

What if I do not like it?

Your purchase is backed by our 30-Day, Unconditional, Risk-Free, Money-Back Guarantee. If you aren't satisfied for any reason, or your lower back pain isn't improving within 30 days of use, just contact us. We'll arrange a return and refund 100% of your purchase price.

Shipping & Returns

How to track my order?

Once your order has shipped and you received a tracking number/ID, you can track your order here.

When will my tracking information appear?

You should see tracking events within 48 hours after you have received the tracking number/ID. Sometimes the tracking information is not updated, but you will still receive your order. If there is a problem with your package tracking, please don't hesitate to contact us.

Why is my shipment status unchanged?

Your shipment may be delayed. Delivery time delays can be due to e.g., weather incidents, customs, or backlogs. Please note that tracking information can be displayed after your order started being shipped.

Why my order didn't come in one package?

Our warehouses are located in different locations. Moreover, our stock is spread out over multiple fulfillment centers in order for them to get to you faster. This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don't worry if you don't receive all of your items at once..they are on the way.

>How do you ship, and what is the pricing?

We use a small mail service to ship your order. Shipping costs are calculated automatically at the checkout, depending on the package's weight and destination.

What if I received a damaged item?

Usually, the shipping factor causes all item defects. In that case, don't worry, the item will be replaced, or you'll be refunded in full.
If you received a defective/damaged item, please kindly contact us and attach photos/videos that clearly show the problem for better support.
Please refer to our Refund Policy to learn more.

What should I do if I provided an incorrect shipping address?

In case of changing/canceling your order, contact us as soon as possible. We will check whether we can change/cancel it for you.
If your order has already been shipped out, we are sorry that we cannot cancel, adjust your address or reroute your package.

Tracking shows "Returned to Sender," what should I do?

There are 2 reasons that make your item be returned: Your shipping address is incorrect, or you've been unable to pick up the package when the delivery was attempted.
In case that your shipping address is incorrect, we cannot take any responsibility since we shipped it out to the address that you provided us, and it is not a mistake from our end. Otherwise, we'll send you a replacement.

What do I do if I have missing items in my package?

If you received your order and there is a missing item, contact us as soon as possible.
If your order contains multiple items, it may be shipped individually. You may receive one item before the next. So don't worry if you don't receive all of your items at once..they are on the way.

Why I have to pay an extra fee to the shipping company for receiving my order?

It highly depends on each country's customs procedure. You might be charged an extra fee for the final delivery or the import tax, probably due to your shipping country and address. Most of the time, there is no additional fee for delivery. In this case, please kindly pay the shipping company or customs the required fee to receive your order.


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