Warranty, Shipping & Returns

LIMITATIONS: ALL WARRANTIES IMPLIED BY STATE OR PROVINCIAL LAW, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE EXPRESSLY LIMITED TO THE DURATION OF THE LIMITED WARRANTIES SET FORTH ABOVE. Some jurisdictions do not allow limitation on how long an implied warranty lasts, so the above limitation may not apply to you. IN NO EVENT SHALL THE COMPANY BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, LOSS OF PROFIT OR MEDICAL EXPENSES CAUSED BY ANY DEFECT, FAILURE, MISUSE, OR MALFUNCTION OF THE PRODUCT. Some jurisdictions do not allow the exclusion of limitation by incidental or consequential damages, so the above limitation or exclusion may not apply to you.

The company will not be responsible for damages or losses, direct or indirect, caused by misuse, abuse, accident, negligence, conditions of transport or storage or failure to follow instruction. The company will not be responsible for any statements that are made or published, written or oral that are inconsistent with the facts as published in the literature or specifications furnished by the company. This warranty gives you specific legal rights, and you may also have other rights which vary from jurisdiction to jurisdiction.

The THERMOTEX™ Therapy System comes with a 30 day money back guarantee on personal products only, and is covered by a 12 month parts and labour warranty. An extended warranty for 2+ Years or 4+ Years warranty is available for purchase on personal products, excluding the Professional unit. Please note the purchase of one extended warranty applies to one personal product only. 

To qualify for this guarantee the following obligations must be fulfilled:

1. The new THERMOTEX™ Therapy System is not like a regular heating pad. Read the instructions carefully and commit to using this product as a routine therapy.
2. The THERMOTEX™ pad must be used for at least 30-45 minutes, twice daily. It can be used more often if required.
3. If after 30 days of faithful use as instructed, the THERMOTEX™ Therapy System has not helped the condition, return it to the dealer the product was purchased from.
4. The warranty registration card must be filled out at: www.thermotex.com/thermotex-warranty-registration

Contact THERMOTEX™ if any unexpected product occurrences are experienced or if there are any questions. 1-800-975-0253

Exact shipping costs will be calculated once you have provided your address with your order.

Standard shipping costs have been estimated below. Costs vary within each area specified. Express shipping costs are not reflected below and will be calculated with your order. Rates below to not reflect GST.

We are proud to offer same-day shipment on all THERMOTEX™ orders placed before 1PM MST Monday to Friday, to ensure the quickest delivery possible.

CANADA shipments sent by UPS (Standard Delivery) will take 2 – 4 business days depending on location.

For residents in CANADA and UNITED STATES if your address is a PO Box, the shipment will be sent out via Canada post and delivery will be 4 – 7 business days depending on location within Canada and may up to 10 business days to the United States.

UNITED STATES shipments will be sent by UPS (Expedited Service) will take 1 – 2 business days depending on location.

For any questions regarding Projected Shipping Costs or Shipping Time please contact Thermotex at 1-800-975-0253.

The THERMOTEX™ Return Policy applies to PERSONAL PRODUCTS ONLY. For hygienic reasons, pet and equine products are non-refundable. If you have further questions, please contact us at 1-800-975-0253.

To honour your personal product return, you must return THERMOTEX™ products in like new condition with all original materials included with the shipment. Once the product is received, a refund will be processed.

Please follow the steps below for returns:

• THERMOTEX™ offers a 30 day money-back guarantee and we must be notified of your intent to return the item within this period.
• Contact sales@thermotex.com to obtain an RMA #.
• Send product, within 30 days, in the original box to Thermotex Therapy, #15, 6115 – 4th Street SE, Calgary, AB Canada T2H 2H9. Please ship via Postal Service and US customers will be required to fill out Customs documents.
• Ensure your RMA# is on the outside of the box.
• The following MUST be included inside the box – order #, name, address, phone number and email address and a copy of your original invoice/order if possible.
• You will be refunded once your product is received and inspected by THERMOTEX™ – typically within 10 days.

For products purchased from Thermotex.com, refunds do NOT include the cost of shipping back to Thermotex. For products purchased from Amazon.ca (Canada), Amazon.com (USA), Walmart or THERMOTEX™ Reseller, please contact your point of purchase and follow their process.

Please follow the steps below for warranty and non warranty repairs:

• Contact sales@thermotex.com to obtain an RMA #.
• Send product in the original box to Thermotex Therapy, #15, 6115 – 4th Street SE, Calgary, AB Canada T2H 2H9.
• Ensure your RMA# is on the outside of the box.
• Inside of the box we MUST receive your order information – order #, name, address, phone number, email address and the problem with the product.
• Once we receive the product we will run diagnostics and repair/replace any malfunctioning parts for warranty work. Should you have questions about your warranty work, please contact sales@thermotex.com or call 1-800-975-0253.
• For non-warranty work, you will be provided an estimate to repair your product and for return shipping.
• Thermotex will ship the product back to you.

THERMOTEX™ does NOT cover the cost of shipping back to THERMOTEX™ for non-warranty repairs.