Customer Service Policy

Putting Customers First

Customer service isn't just a department at Therabody — it's at the heart of everything we do. From the products we choose to the way we design our website, from our shipping partners to our return policy, every decision we make starts with one question: what's best for our customers? This customer-first mindset guides everything, and it's especially visible in how we handle customer support.

Our customer service team is trained to listen first, understand second, and help third. We don't believe in scripted responses or one-size-fits-all solutions. Every customer and every situation is unique, and we treat them that way. Whether you're reaching out with a simple question or a more complex problem, you'll get a thoughtful, personalized response from someone who genuinely wants to help.

How to Contact Us

Getting in touch with our customer service team is easy. You can use the contact form on our website — just provide your name, email, and a message, and we'll get back to you. You can also email us directly at our support address, which you'll find on our contact page. Both methods reach the same team, so use whichever is more convenient for you.

To help us serve you efficiently, we recommend including your order number if your message is about a specific order, and providing as much detail as possible about your question or issue. This way, we can jump straight to finding a solution rather than spending time gathering more information. But even if you don't have all the details handy, don't let that stop you from reaching out. We'll work with you to get the information we need.

What Our Team Can Do For You

Our customer service team handles a wide range of inquiries and requests every day. Here's a snapshot of what we can help with: providing product details, sizing information, and recommendations to help you make the right choice; assisting with order placement, changes, and cancellations before shipment; tracking orders and providing delivery updates; processing returns, exchanges, and refunds; helping with account issues like login problems or address updates; and answering questions about payment, pricing, and promotions.

We also love receiving feedback — positive and negative. Hearing what we're doing right helps us keep doing it, and hearing what we're doing wrong helps us improve. Whether you want to praise a great experience or tell us about a problem, we're all ears. We're constantly working to get better, and your feedback is an essential part of that process.

Order-Related Support

Order questions are some of the most common we receive, and we're always happy to help. Want to know when your order will ship? Need to change the delivery address? Forgot to use a discount code and want to apply it before your order ships? Not sure if you ordered the right item? Whatever your order question is, just reach out and we'll help.

If there's a problem with your order — maybe something arrived damaged, the wrong item was sent, or your package seems to be lost in transit — we'll take ownership of the issue and work with you to find the best solution. We understand that problems with orders can be frustrating, and we do everything we can to make it right as quickly as possible. We're not happy until you're happy.

Return and Refund Support

Our return process is designed to be simple and hassle-free, but if you ever have questions or need help with a return, our team is here for you. We'll walk you through each step, provide the necessary shipping labels and instructions, and keep you updated on the status of your return and refund every step of the way.

Remember, returns are always free — you never have to pay for return shipping or restocking fees. And once we receive and process your returned item, we issue your refund within 5-10 business days. If you ever feel like your return is taking too long, or if you have questions about the refund amount or method, just let us know and we'll look into it right away.

How Fast We Respond

We know waiting for a response can be frustrating, especially when you have a question or problem that's on your mind. That's why we've made fast response times a top priority. Our goal is to respond to every customer inquiry within 1-2 business days, and we usually hit that target or beat it. We respect your time and work hard to get you answers quickly.

Our team works Monday through Friday during business hours. Messages received on weekends, evenings, or holidays are answered when we're back in the office. During especially busy times — like big sales or the holiday shopping season — response times might be a bit longer than usual, but we always work as fast as we can to clear the queue and get back to everyone. Your patience during these peak times is greatly appreciated.

We Love Hearing From You

Don't be a stranger! Even if you don't have a problem or a question, we'd love to hear from you. Share your experience with our products, tell us what you love about shopping at Therabody, suggest new products you'd like to see us carry, or just say hi. Every message we receive brightens our day and reminds us why we do what we do.

Your feedback shapes the future of our business. We've made product additions, website changes, and policy adjustments based on customer suggestions. We never want to lose that direct connection with the people who shop with us. So reach out anytime — whether it's to ask a question, share feedback, or just chat. We're always here, and we're always happy to hear from you.