Last updated: July 29, 2026
Ordering & shipping
Where do orders ship from?
US orders ship from US fulfillment centers in California and Massachusetts. Which one ships yours depends on your address and stock — the delivery estimate is the same.
How long until my order arrives?
Two parts: we process orders in 1–2 business days, then US transit takes 3–5 business days. Total: 4–7 business days from order to doorstep. Alaska, Hawaii, and US territories can add 2–4 days. Details: Shipping Policy.
How much is shipping?
US shipping is free on every order — tracked, no minimum.
When do I get tracking?
Your shipping-confirmation email includes the tracking link. The first scan can take 24–48 hours to appear.
Can I change my address or cancel my order?
Only before the order enters fulfillment — and we move fast, often same-day. Email support@hizoorelief.com immediately with your order number. Once shipped, orders can't be changed or cancelled, but the 30-Day Risk-Free Trial covers you from delivery.
My tracking hasn't moved. Is my package lost?
If tracking shows no movement for 7 days, email us. We'll open a carrier investigation; if the package is confirmed lost, you choose a free replacement or a full refund.
Tracking says "delivered," but I don't have it.
Give it 48 hours (carriers sometimes scan early), check around your property, with household members, neighbors, and building management. Still missing? Contact us within 7 days of the delivery scan — we'll investigate with the carrier and work out a fair resolution with you, typically a replacement or refund after the check.
Returns & refunds
What exactly is the 30-Day Risk-Free Trial?
You have 30 days from delivery to return your order for a full refund of the product price — for any reason. Email support@hizoorelief.com with your order number; we reply within 1 business day with instructions and a prepaid US return label. Full terms: Return & Refund Policy.
Can I return it after actually using it?
Yes — that's the point of a trial. Use it nightly; normal signs of careful use are completely okay. Just send back the massager with its accessories (cable, manual, travel bag).
Is return shipping really free?
Yes, for US trial returns: we email you a prepaid label, so returning costs $0. (Returns sent without authorization, or to the wrong address, can't be matched to your order — always email first.)
When do I get my refund?
Within 5–10 business days of your return arriving to us, to your original payment method. Banks can take another 5–10 business days to post it. No restocking fees; US outbound shipping was free, so nothing is deducted.
My order arrived damaged / defective / wrong / incomplete.
Email photos and your order number, ideally within 48 hours of delivery. Damaged or defective: free replacement or full refund — your choice, usually with nothing to ship back. Wrong item: we send the right one with a prepaid label for the wrong one. Missing part: we ship it free, immediately.
Can I exchange instead of returning?
Yes — email us. Most exchanges run as return + new order so your new item ships without waiting; direct swaps are available where stock allows. Details: Exchange Policy.
Warranty
What does the 2-year warranty cover?
Defects in materials and workmanship under normal home use for 2 years from delivery: not powering on or charging, massage/heat/controls failing, electrical or mechanical faults. Claims are one email with a photo or video; the standard remedy is a free replacement (refund if unavailable). Full terms: 2-Year Limited Warranty.
What's not covered?
Drops, liquid damage, misuse, cosmetic wear, unauthorized repairs, commercial use, and lost or stolen units. The warranty covers purchases from hizoorelief.com and isn't transferable.
How is the warranty different from the 30-day trial?
The trial (first 30 days) is "any reason, full refund." The warranty (2 years) is "it developed a defect — we replace it."
Product & suitability
Is this a medical device? Will it fix my condition?
No. HizooRelief products are wellness and relaxation tools — designed to help relax tense neck and shoulder areas and provide a convenient at-home massage experience. They are not medical devices, are not intended to diagnose, treat, cure, or prevent any condition, and individual experiences vary.
Is it safe for me?
Most healthy adults can use it comfortably — start on the gentle setting. Don't use it over an active infection, with untreated heart failure, active blood clots, or serious kidney disease. Talk to your doctor first if you're pregnant, have a pacemaker or implanted device, recent surgery, or a neck, spinal, circulatory, or neurological condition. If anything hurts, tingles, or feels wrong — stop and check with a professional. Always read the included instructions first.
Support & privacy
How do I reach a human, and how fast do you reply?
Email support@hizoorelief.com (include your order number). We reply within 1 business day, Monday–Friday; weekend messages get answered the next business day. Phone: +1 (909) 726-0008.
How do I make a privacy request?
Email support@hizoorelief.com with the subject "Privacy Request" to access, correct, or delete your data — or use the Your Privacy Choices page to opt out of ad-related data sharing. Details: Privacy Policy.