We’re sorry that you’re having trouble with the product and we’d like to help you as quickly and efficiently as possible. We have a low return rate (under 1%) of products, and that’s because we build a great product and troubleshoot issues with our customers. Sometimes, it’s as simple as replacing a power cord. Please follow the troubleshooting steps below and let us know the outcome. We are happy to replace or refurbish the product for you if needed. In order to properly and accurately process the return or replacement, please provide some basic information also requested below.
- The first thing to rule out is the timer. Sometimes the on button needs to be held slightly longer than expected. Be sure to hold the button for 5 seconds or longer to make sure that’s not the cause of the issue.Note: For our Pro Series Footlight and Men’s Performance Light, the power button is pressed quickly and not held. For these products, skip this step.
- If only some diodes are lit on your product, please note that some diodes are not on the visible spectrum and can’t be seen by the human eye. This should be an alternating pattern so every other diode will appear lit.
- Next, let’s check the power. First, make sure the product is plugged in and the outlet you are using is working. You can verify the outlet is working by plugging in a light or blow-dryer to it to visibly check.
- After you confirm the outlet is working, check the power cord by utilizing the power cord from another working unit if you have one. If you do not have one, but visually suspect the power cord, we can send the power cord first. If the power cord still doesn’t solve the problem, we can get the product back. The downside is that this process will take longer if you aren’t sure the power supply/cord is the problem.
Finding Lot Numbers
Your product should have a lot number associated with it, and finding it should be easy! Please use the guide below to determine the location of your lot number:
Legacy LED Lightpad:
The lot number is located just above the power port on the device. If yours has come off or there is no lot number, please put “N/A” on the form and make sure in the video to show this area as well.
Pro Series Footlight:
The lot number is located on the back of the contoller. It appears right next to “SN”. In this case it’s A00052T
Men’s Performance Light:
The lot number is located on the inside magnetic strip of the lightpad.
Body Reboot Light:
The lot number is located on the power supply next to “Lot No.:”
Product Return Form