Shipping and returns
UTK’s Return Policy
We stand behind our products. At UTK, all purchases are covered by our Product Return Policy as followed:
1. If within 30 days, products have become defective or Dead On Arrival (DOA), you may return the product to us and we will gladly replace, exchange or refund (less shipping) the money to you.
2. For products that are not satisfactory and are not defective or DOA, you can return to us within 30 days with the return shipping label at buyer / customer’s own expense.
Our Customer Support team will be happy to assist you at any time if you have questions or need to return a product. Email us: support@utktechnology.com
How do I Return an Item?
Please contact us before returning your product. All returns and exchanges must be arranged with a Customer Service Representative within 30 days after delivery.
Please follow these 3 steps:
1. Send an email to support@utktechnology.com with your intent to return and your reason.
2. After receiving a reply with acknowledgement of the return, please ship it to:
UTK’s US Return Address:
1900 Sumac Dr. Flower Mound, TX 75028, USA
3. Please email us to inform and provide the Tracking Number with our Customer Service department once the item has been returned.Once the tracking confirms the delivery, we will process your refund immediately. Refund delays may happen if tracking numbers are not provided.
Ship via insured parcel post, or another traceable method. This is in your best interest as we cannot be responsible for items lost in transit.
All products must be returned in the original carton in which it was received by the customer including packaging, documentation, and manual.
Please do not tape or write anything on the item or package. We reserve the right to refuse any such returns.
Merchandise returned in damaged condition (excluding factory defects) will be returned to the buyer.
If you product stops working the way it used to, it is most likely due to the controller. We will send you a new replacement controller free of charge. Simply send an email to support@utktechnology.com with a copy of your order) email forward or screenshot of your invoice, regardless of where you bought it), product model, and preferably a picture of your controller on both sides. Once we get that information from you, we will take care of the problem immediately. If a new controller does not solve your issue, we will send you a brand new pad. These exchanges will be at our cost in the continental USA only (Alaska, Hawaii and other countries must pay for all associated shipping costs).
What are the Shipping Methods?
All orders placed before 1 pm PST, Monday through Friday will be PROCESSED the same business day. Any orders placed after 1 pm PST and on a weekend will be processed the following business day.
Occasionally items ordered together may be shipped separately. ‘Out of Stock Item’ is any item that is currently out of stock but will be shipped as soon as it is available. You are not charged additional shipping for back ordered items. If there will be a delay of 2 weeks or longer, we will notify you via email.
We ship the parcel with DHL or UPS or USPS to keep fast shipping to you。
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Delivery to Canada takes 5 to 10 business days
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Delivery to US takes 3 to 8 business days
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Delivery to some addresses(APO, Hawaii, Alaska and Puerto Rico) takes 2 to 4 weeks
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For International shipment, please contact us first: support@utktechnology.com
After the parcel is shipped, you will receive an email notification with a confirmation number.
PLEASE NOTE:
UTK is NOT responsible for tracking of the package status once the tracking number has been provided. We are not able to contact the courier for you for any courier issues that may arise including, but not limited to: late shipment or lost package. It will be the responsibility of the courier as they are the one processing and delivering your package. Please contact the courier for updates using the tracking number provided to you for any shipping issues.
Warranty
Warranty Policy
Although we produce extremely durable products, with the lowest defect rate in the industry, we still provide hassle-free warranty coverage.
If a product is defective, and the defects do not include physical damage caused by incorrect or negligent usage, within 365 days of receipt of the product, you may obtain a free replacement from UTK. To do so, you must contact us (support@utktechnology.com) 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 UTK 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.
30-Day Risk-Free Trial
With your purchase of a UTK Heating Pad, you will enjoy a 30-Day risk-free trial. If you are not completely satisfied with your purchase for any reason you can send it back for a refund of the price of the product. If you think you may return your pad during your trial period, please use it with care and always cover it with a towel or blanket. The unit must be in good condition, without smell, stains, or damage.
365-Day Warranty
You can instantly extend your product’s warranty from 30 to 365 days by doing ONE of the following:
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Take a picture or make a video of our product while you are using it. (Please be advised that these images may be used by UTK on its website or in other promotional materials. Your sending us this picture or video constitutes consent to such use.)
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Review the UTK far-infrared heating pad, describing your experience with it and how it has helped you. You may either send your review to support@utktechnology.com or submit it directly on the product page.
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Like us or share our site on Facebook, Google +, or Twitter. You must send us a link to your profile for the social media used.
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Recommend our products to friends or family and have them mention your name when they purchase a UTK far-infrared Heating Pad.
After you have done one or more of the above, e-mail us with sufficient information to enable us to register your extended warranty.
Optional Five-Year Warranty
For the UTK far-infrared Heating Pad, we also offer an optional five-year extended warranty, for an additional 35% of the item’s retail price. If you experience a problem with your product at any time during these five years, we will send you a new one as a replacement. The replacement may be the same model or a newer one.
We don’t recommend you to buy extended warranty. Usually, if nothing happened with the unit within first year: the chances are – nothing will happened within decade with correct use.
If you are still interested in purchasing this extended warranty, please contact us by e-mail at support@utktechnology.com
CustomerReviews (4)
4 reviews for Double Units of Medium Pad
Only logged in customers who have purchased this product may leave a review.
BA –
For those looking for serious relief.I couldn’t wait for this product to be delivered. I’m in my early 30s and have had moderate to severe back pain since my late teens. Without getting too personal– had tough adolescent and teenage years. I hold stress in my muscles, clench my muscles, and have a desk job that’s keeps me sitting at least 5-6 hours each day.
Prior to purchasing this item: To relieve tension and stress I would often use my drug store heating pad along with two scheduled 90-min deep-tissue massages each month.
The cost of this item is less than what i would spend on massages for the month.
Here are my thoughts:
1. Super easy to assemble
2. Easy to adjust the temperature (it does get very warm or super hot — adjust to your preference)
3. Great size
4. Flexible and bendable
5. Heating pad has velcro and entire unit comes with a carrying case included (nice additions)
5. Kid you not– I laid on it and felt tension and pain immediately leaving my entire back
Overall, I feel this was a great purchase and an investment for my overall health. For those looking for relief, I recommend this product. If it doesn’t work for you– return it.
Alex –
Adjustable to your desired temp. Can get super hot if needed. Feels like you’re in a bath. Large enough for half your back.
Robin –
I would rate this a 6 if I could. It seems upfront as a very expensive ‘heating pad’, and it is worth every penny, plus. The far infrared goes deeply into your muscles and tissues, giving immense and longer lasting relief, far outperforming many other pads I’ve used – whose heat reaches only superficially. Chronic pain, we now know, does not stay only on the surface muscles; over time it penetrates into layers of muscle beneath as they too try to adapt to the original injury, strain, etc.
All the layers must be dealt with to give truer and deeper relief.
This very smart array does just that, and, you are Supposed to lie on it, unlike on others.
(Robin ‘Eclectica’, 33 yrs in pain mgt. field. BA, CFS, MTPT),
Debra –
I’m in love with this wonderful mat. with the 1 year warranty and a great company that stands behind it’s product…we were back in pure bliss before too long . (any time away from my daily mat time is too long really). It makes you so very relaxed and sleepy. A really good thing with Lyme disease which always makes you wired and tired when night time comes…or it does me. This helps so very much and would highly recommend to anyone who suffers from chronic pain and sleeplessness.