WARRANTY & RETURN POLICIES

Device Registration

To register your HiDow device, go to the Device Registration Page and fill out the Registration Form.

Once submitted, you will receive a confirmation email with all your information.

If you spot a mistake in that confirmation email, please contact us here, and we will make all the necessary changes.

Warranty Services & Coverage

If you are experiencing issues with your HiDow device, please follow these steps:

Troubleshooting Guide
Check our Troubleshooting Guide for common solutions.

Email Support
Reach us via email: [email protected]

Phone Support
Speak with a St. Louis Customer Care Team member:

Phone: 314-569-2888
Hours: 9 AM to 5 PM (Central Time), Monday – Friday
Closed: Weekends and Federal Holidays

1-Year Standard Term

Warranty Coverage
Our 1-Year Warranty covers defects in materials and workmanship under normal use for 1 year from the original end-user purchaser’s date of retail purchase.

What We Will Do
If a defect arises and a valid claim is received within the Warranty Period, HiDow will either:

Repair the defective unit, or
Replace the product with a new unit.

Important Note
Accidental damage is not covered under this warranty.

2-Year Standard Term

HiDow TENS/EMS Devices | ThermoAir Wave Compression Wraps

Warranty Coverage
Our 2-Year Warranty covers defects in materials and workmanship under normal use for 2 years from the original end-user purchaser’s date of retail purchase.

What We Will Do
If a defect arises and a valid claim is received within the Warranty Period, HiDow will either:

Repair the defective unit, or
Replace the product with a new unit.

Important Note
Accidental damage is not covered under this warranty.

Lifetime Warranty

Awarded by VIP Card – coverage for TENS/EMS Devices only

Covers the battery, channel ports, buttons, and device integrity under normal use.
Does not cover accidental damage, such as screen damage, charging port damage, water damage, loss, etc.

Warranty Exclusions

Parts of consumable nature, such as pads, wires, and cables, are not covered under any warranty.

Other Important Terms

We will replace your device with the same model you originally purchased or an equivalent.
A nominal processing fee may apply to any warranty claim.

Territory

Our Manufacturer’s warranty applies to the US and Canada only. If you reside in a different country, we will do our best to help you replace your device, so we encourage you to contact us via email, and we will work with you on a solution.

Please note that shipping charges may apply to your warrantied device, as we are only able to offer free shipping to most claims within the USA with a 1-2 week delivery window. Expedited options are available for an extra charge. A shipping charge will apply to all non-US addresses, including Canada. We apologize for any inconvenience.

The only way to be sure that you are buying a genuine HiDow stimulator unit is by purchasing from an authorized HiDow retailer.

Many counterfeit dealers are trying to sell poor-quality fakes posing as genuine HiDow TENS/EMS stimulator devices.

Unauthorized dealers have been known to use the HiDow logo and product photography without our consent, making it difficult to distinguish an authentic HiDow product from a fake.
These counterfeit products are not approved by the FDA and may present a consumer’s health and safety risk.

Our warranty does not cover any product obtained from an unauthorized dealer, and purchasing from these companies may put you at risk of credit card fraud and identity theft.

Sales from Amazon, eBay, or a 3rd party site are not authorized.

HiDow is a registered trademark.

Unauthorized Marketplaces & Counterfeit Products

I found a website that sells HiDow products. How do I know if it’s legitimate?

The website probably isn’t legitimate if you are reading this. An increasing number of websites copy our site and its images and then set up a page that mimics the look and feel of hidow.com. These sites are most likely run by unauthorized sellers or scammers who may charge your credit card and then either: send you nothing or send you an unwarranted, possibly previously opened and tampered with, HiDow product.

How to tell if a website selling HiDow products is legitimate:

Is the URL suspect? Hidow.com, outlet.hidow.com, and subscribe.hidow.com are the only online Hidow stores. Any URL outside of these 3 is fake.
When in doubt, we can help you out! Please email us at [email protected] to confirm the authenticity of the product you are considering purchasing.

Already bought a counterfeit product or did not get anything after your card was charged?

Please report the site to us at [email protected] so that we can work to get the site taken down. If your request or inquiry relates to Counterfeit Products and/or Unauthorized Marketplaces, we will respond to you soon.

It’s probably not too late to get your money back by disputing the charges with your bank or credit card company. Keep in mind that you should provide as much information as possible, such as:

Proof of purchase (email or paper receipt/invoice)
Proof of your attempt to return the fake product for a refund

Where can I find authentic HiDow products?

Authentic HiDow products are available at hidow.com, and at our HiDow Authorized Retailer locations. When in doubt, we can help you out! Please email us at [email protected] to confirm the authenticity of the product you are considering purchasing.

Fraudulent ads on eBay, Facebook, and Instagram

There are fraudulent ads and listings on eBay, Facebook, and Instagram offering counterfeit or unauthorized HiDow products. They might be a credit card scam or previously unauthorized and not covered under our standard 2-year or lifetime manufacturer warranty (VIP card). Do not buy from these sources. We are aware of the issue and are doing everything we can to shut them down.

Please send us a screenshot, too, and, if possible, the counterfeit domain. We need to report this information to Facebook/Instagram so that they will remove the scam ads. Please email this information to [email protected].

To ensure your purchase is legitimate, be sure to visit hidow.com or email us to find an Authorized Retailer in your area.

I found a HiDow product on an auction site, flash sale site, or in a brick-and-mortar discount retailer. Is it authentic?

HiDow prohibits its authorized dealers from selling on online marketplaces like ebay.com, overstock.com, and walmart.com, as well as in brick-and-mortar discount retailers like Costco and Sam’s Club. HiDow cannot assure that products you buy from these platforms or in these stores are authentic.

Online marketplaces and auction sites like ebay.com, walmart.com, or others that host third-party sellers usually do not guarantee the authenticity of the products on their sites. We regularly find counterfeit hidow products on these marketplaces—even listings that use our images and product copy and otherwise look legitimate to the online customer.

Your best bet to get authentic hidow products is to buy from hidow.com or from one of our authorized wholesale dealers, which you can find by emailing us at [email protected].

Return & Cancellation Policy

We understand that purchasing our products is an investment, and we strive to offer a return policy that balances flexibility with fairness. Please review the following guidelines based on where you purchased your HiDow product.

Purchases from Trade Shows, Mall Kiosks, or Retail Stores

HiDow retailers are independently owned and operated. For returns or refunds, please contact the retailer where you made your purchase. The retailer’s contact information can typically be found on your receipt.

As the manufacturer, HiDow is happy to assist with any service or support needs to ensure you have a great user experience.

Purchases from www.hidow.com

HiDow Branded Products
We accept select returns for purchases made directly from our website, www.hidow.com, under the following conditions:

Eligible for Return

New, unopened HiDow branded products in their original condition and packaging.
Must be returned within 30 days of purchase with a receipt or proof of purchase.

Not Eligible for Return

Opened or used items.
Personal Protective Equipment (PPE).
Items marked as “final sale.”

Promotional Considerations

If you return an item that qualified for a promotion (e.g., a discount, free shipping, or a gift with purchase), the value of the promotion will be deducted from your refund.
Promotional items (e.g., free gifts) must also be returned to avoid deductions from your refund.

Damaged or Defective Items

We will gladly replace damaged or defective items.
Contact [email protected] immediately if you receive damaged or incorrect products. We will cover shipping costs for returns of damaged or faulty items.

Return Instructions

To begin a return, email us at [email protected] with:

Your name and order number.
The items you wish to return.
The reason for your return.

Please note: Original shipping charges are non-refundable. A restocking fee may apply to certain products.

Important Notes

For returns beyond the 30-day limit, HiDow reserves the right to deny the refund, issue a partial refund, or provide store credit at our discretion. We recommend contacting us at [email protected] before initiating a return to confirm eligibility.
All clearance item sales are final.

Refunds & Exchanges

If your return is approved, a refund will be issued to your original payment method.
If 30 days or more have passed since your purchase, only an exchange or store credit can be offered.
Returned items will be inspected upon receipt, and you will be notified of your refund status within a reasonable time.

Cancellations

Once an order has been processed through our website, we are unable to cancel orders. Should you no longer wish to receive your order, please contact us at [email protected]. Your order will be treated as a return, subject to the return policy stated above, including the potential delay in processing. If the order has been shipped, you will be responsible for the cost of returning the package to us, as with any return.

International Customers

It is the buyer’s responsibility to provide the correct address. Once the order is marked as processing, we cannot make any changes to the address.

Please note that we cannot guarantee local delivery once the item has left the US and is in the destination country (according to the tracking number scan). If, for some reason, the item is returned to us as “unclaimed,” or “address is incorrect,” or another reason that is out of our control, we will not be able to refund the shipping charge. To have your item reshipped, we will need to collect the international shipping charge again. We apologize for the inconvenience and encourage you to email us before placing the order.

The buyer is responsible for import taxes, customs duties, clearance, and communication with the local authorities and delivery service to the final address.