Shipping & Returns
All orders, with some exceptions, are shipped from our warehouse based in New York, USA by FedEx or United States Postal System (USPS) or by other Courier as we find available.
- Shipping to US customers in the USA (excluding Alaska & Hawaii) is free.
- Shipping to Alaska, Hawaii and Canada is subsidized and you will be provided with this lowest cost shipping at time of checkout.
- For all other international customers shipping cost will be provided at time of checkout.
Shipping times vary depending on your location. Typically domestic shipments arrive within 1 week and international shipments can arrive within 1-2 weeks. Unforeseen circumstances do occur which may delay your order.
Orders will be shipped within 24 hours (excluding weekends). Upon being shipped tracking information will be sent to your via email and updated in your account order history. Please check your junk mail or spam folder if you cannot find this email. You can use track your shipment through the main carriers’ websites such as usps.com and canadapost.ca
- We ship worldwide. Major locations like the UK, and Australia usually receiver orders fairly quickly.
- Estimated delivery times are not guaranteed due to the delays the shipment may experience clearing customs and other unforeseen circumstances.
- Additional taxes or duties may be due upon delivery based on your countries laws.
- If you order has not arrived please check with the shipping courier as there is likely taxes or duties due that need to be paid before it is delivered.
Customer Information and Delivery
The customer is responsible for entering the correct address for orders. Packages that are returned to us due to incorrect addresses will be re-shipped at additional cost to the customer. Return shipping charges that are incurred due to incorrectly addressed packages will be paid by the customer.
If a package is un-deliverable, the customer is responsible for any return shipping charges and for cost of re-shipping a package when required.
In order to return your mat, please follow these 3 steps:
Send an email to email@example.com with your intent to return and your reason.
After receiving a reply with acknowledgement of the return, please ship it to the address you are provided with in New York (or alternative address will be provided).
After you have shipped the unit, please wait until it is delivered to our warehouse and then email us your tracking number. Once the tracking confirms the delivery, we will process your refund immediately. Without providing the tracking information your refund may be delayed.
For the 45 day trial period, if you are not completely satisfied with your purchase for any reason, you can send it back for a refund equal to the price of the product paid minus shipping fee. The 45 Day trial period does not apply to energy duvets.
Buyer assumes responsibility for return shipping for all returns for a refund.
All shipping fees paid or our actual shipping costs when free shipping promotions are used are non-refundable. Only the product purchase price is eligible for a refund.
If you need a warranty exchange, free shipping is provided for the contiguous 48 US states. Hawaii, Alaska, Canada, and all other international customers will be responsible for shipping both ways for all replacements, exchanges, and returns, regardless of the reason.
A customer’s first return will receive a full product refund, any returns after that will be subject to a 10% restocking fee.
Manufacturing and Warranty
The Healthy Wave Mat design has been enhanced to meet our high specification requirements. The manufacturer is based in the USA with headquarters in New York.
The mats are FDA registered (Reg. #3011218861).
The manufacturers warranty and conditions apply and are summarized below.
- 15 month (456 day) full warranty is offered for mats, 27 month warranty for Multiwave Mats. The controller warranty has been extended for the Healthy Wave Mat purchases to 5 years.
- Enhanced 5 year warranty on many mats as detailed below
- 45 day risk-free trial
- Provide any valid proof of purchase from us—such as a PayPal record, credit card statement, store receipt, or invoice—is sufficient as proof of the date of purchase. If you do not have a proof of purchase, send us an e-mail with detailed information about your purchase and we will attempt to trace it. We keep complete records of worldwide sales on our site, so we can usually trace the history of every product sold.
- If a product is defective, and the defects do not include physical damage caused by incorrect or negligent usage, within 456 days (27 Months for Multiwave series Mats) of receipt of the product, you may obtain a free replacement from the manufacturer. To do so, you must first contact us (firstname.lastname@example.org or Phone 360-233-2088) and explain the problem in detail. Most problems with our products are related to incorrect usage and can be resolved with the right suggestion or explanation. If the product appears to have a manufacturing defect, we will ask you to ship it back to us for a free replacement. All mat products or accessories with manufacturing defects will be replaced for free. Unlike other companies, we do not charge a restocking fee. If the product you return to us does not appear to be defective or has clearly been damaged by the user, we will ship it back to you at your expense.
For Hawaii, Alaska, Canada, and all international orders, the customer is responsible for shipping both ways for any returns or exchanges, regardless of the reason.
If more than 456 days (27 Months for Multiwave series Mats) have passed since you received the product, the warranty will have expired, and you may not return the product to the manufacturer. However, we are always willing to assist you in finding the best solution to any problem. In addition you have lifetime Trade-In value of 50% you paid for your product against new purchase of same or higher value. In Trade-In program condition of your mat doesn’t matter at all. It could be damaged or non-working. You still have 50% value in that product without time limitation. If you have a working mat that is in good condition, you can submit that in for an upgrade at full value towards the purchase of another mat priced at 2x or more the price of the trade in.
5-Year Free Limited Manufacturer Extended Warranty For Healthy Wave supplied AC Powered Mats And Controllers
Starting August 1st of 2020, the following new AC-powered mats and controllers made by our manufacturer have a 5-Year Free Extended Limited Warranty (further: 5-Year Warranty).
This 5-Year Warranty is effective only on new products within the following series: TAO, TAJ, Chakra, AJT-SOFT, Blanket, Pet, Mesh (not including Light), Multiwave, Cocoon, and any new series first released after 2019. Mats that are not listed here are subject to the standard 15 Month Limited Warranty. The 5-Year Limited Warranty applies to purchases made from Healthy Wave Mats. Warranty coverage applies to the NEW original product ONLY and is not transferable to another product with a different serial number, unless replacement takes place.
Manufacturer warrants that all new products, as noted above, are free from defects in material and workmanship when used under normal conditions in accordance with instruction and common sense. Damage, negligent use against instruction or common sense, alteration will void the warranty.
To enact the 5-Year Warranty, you will need a valid proof of purchase such as a PayPal record, credit card statement, store receipt, or invoice. If you do not have proof of purchase, send us an email with detailed information about your purchase and we will attempt to find it on our end. The serial number of the mats can be found on the warranty card (if you have one) or on the back of the mat right under the product tag.
If a product is defective, and the defects do not include physical damage caused by incorrect or negligent use, within 5 years of receipt of the product, you may obtain a free replacement from the manufacturer (may be new or refurbished [renewed] depending on availability and the condition of your mat). First, please, contact us at email@example.com and explain the problem in detail, get a Return Goods Authorization number (RGA) and ship it back to us to 925 Shepherd Ave, Brooklyn, NY 11208 for a free replacement.
Please note: If the product you return does not appear to be defective or has clearly been damaged by the user, we will ship it back to you (at your expense) or offer a trade-in or dispose of it if you refuse to take it back.
Free shipping for defective items is provided for the 48 continental states; Hawaii, Alaska, and all international customers will be responsible for shipping both ways for all replacements, exchanges, and returns.
5-Year Limited Manufacturer Warranty Terms
First Period 15 Months Warranty for most mats or 27 Month Warranty for Multiwave Mats
For the first period of your product’s 5-Year Warranty, we will cover the shipping cost both ways and provide a replacement free of charge. Controller replacement is free and includes free shipping, as well (except for Alaska and Hawaii $10; Canada $15 and $30 Internationally).
For the second year of your product’s 5-Year Warranty, you must cover the cost of shipping both ways. Replacement of malfunctioned items will be subject to a 10% deductible of the full retail cost.
For example: if after 20 months of use your $1,500 mat malfunctioned, we will replace it for you. You would only pay $150 and the cost of shipping between you and our NYC warehouse. Controller replacement is free, but the shipping cost is your responsibility for Alaska and Hawaii $10; Canada $15 and $30 Internationally).
For the third year of your product’s 5-Year Warranty, you must cover the cost of shipping both ways. Replacement of malfunctioned items will be subject to a 20% deductible of the full retail cost. Controller replacement is free, but the shipping cost is your responsibility for Alaska and Hawaii $10; Canada $15 and $30 Internationally).
Year 4 and 5
For the last two years of your product’s 5-Year Warranty, you must cover the cost of shipping both ways. Replacement of malfunctioned items will be subject to a 30% deductible of the full retail cost. Controller replacement is free, but the shipping cost is your responsibility for Alaska and Hawaii $10; Canada $15 and $30 Internationally).
*All replacements are made with a new or a refurbished mat in the same or better condition as your current one. All refurbished mats are fully checked, cleaned and sanitized.
Optional Paid 5-Year Manufacturer Accidental Damage Protection Plan
The Optional Paid 5-Year Accidental Damage Protection Plan (further: 5-Year Protection Plan) can only be purchased for new mats sold after August 1st, 2020 within the following series: TAO, TAJ, Chakra, AJT-SOFT, Blanket, Pet, Mesh, Multiwave, Cocoon, and any new series first released after 2019.
Within 60 days of purchase you can purchase a 5-Year Protection Plan directly from the manufacturer for the price of 15% of the product's full retail value. This plan will cover you for 5 years for the following issues:
- If you accidentally damage your mat during normal use (intentional damage will not be covered). Normal accidents include scratches, wetness, sweat, water damage, pet damage, dirt, burns, extensive use leading to malfunction, electrical shortage
- If your item was stolen and you can provide a verifiable police report.
All accidental replacements are subject to a 20% deductible and the shipping cost. In some cases, we might ask you to dispose of your damaged mat. For such cases, special disposable instructions will be provided.
Please note: accidental coverage is void after 2 replacements during the covered period.
In addition, this accidental plan will cover your first deductible fees for the 5-Year Free Extended Limited Warranty.
For example: You purchased a $1,500 mat and a 5-Year Protection Plan for additional $225. If, after 59 months of use, your mat begins to malfunction, the manufacturer will replace it for you at no cost: you won’t have to pay for shipping (within the 48 continental states), and a replacement deductible fee of 30% of the retail cost will be void.
If another (2nd) time your guest accidentally burns the mat or spills a bottle of a liquid on it, the manufacturer will replace it again within the 5-Year Protection Plan. Since it is accidental damage, you will pay a 20% deductible ($300) and the shipping cost for damaged and replacement mats.
Serial number registration is required for this plan. You will be directed how to register your mat when you purchase this plan.
If you wish to purchase this plan contact us at firstname.lastname@example.org within 60 days of your mat purchase and you will be directed how to purchase the plan.
Energy Duvets and Mat Covers:
All Duvets and Mat Covers include a 60-Day Limited Warranty. The 45 day risk free trial does not apply to duvets or mat covers.
If a product is defective, and the defects do not include physical damage caused by incorrect usage, within 60 days of receipt of purchase, you may obtain a free* (*conditions apply) new replacement.
If for any reason you are unsatisfied with your duvet or mat cover purchase, you may return the item within 45 days of purchase for unopened, unused items; or 7 days for opened items. We cannot be responsible for your laundry process, so any washing, drying, dry-cleaning, or alteration of bedding automatically voids all warranty. Any overuse or abusive use will also void the warranty.
If the product you return does not appear to be defective or has clearly been damaged, or altered by the user, we will ship it back to you at your expense or dispose of it if you refuse to take it back. Free shipping for defective items is provided for the 48 continental states; Hawaii, Alaska, and all international customers will be responsible for shipping both ways for all replacements, exchanges, and returns.
If more than 60 days has passed since you received the product, the warranty for duvets or mat covers will have expired, and you may not submit a claim for the product.
If a Cerra Water product is defective, and the defects do not include physical damage caused by incorrect or negligent usage, within 7 days of receipt of the product, you may return the Cerra Water product in the same new condition as received and obtain a free replacement from the manufacturer. For international orders, the customer is responsible for shipping both ways for any returns or exchanges, regardless of the reason. The 45 day risk free trial does not apply to Cerra Water products.