Frequently Asked Questions (FAQ)
How secure is my personal information?
Protecting your data is our top priority. All personal details and payment information are transmitted using SSL encryption (Secure Socket Layer) and processed in accordance with applicable privacy regulations. Your data is used solely to process your order and is never sold to third parties.
Can I change my order?
Orders are processed quickly to ensure fast delivery, so changes are only possible before your order is finalized. If you need to make a change, please email us immediately after ordering at support@activeheal.co, and we’ll check whether an adjustment is still possible.
Can I cancel my order?
Cancellations are possible within 24 hours of placing your order. Please email us at support@activeheal.co. After this window, we can’t guarantee cancellation, as your order may already be in processing.
I entered the wrong shipping address — what can I do?
Please contact us right away at support@activeheal.co. As long as your order hasn’t shipped yet, we can usually correct the address.
Will all items be delivered together?
We aim to ship orders complete. In some cases, items may be sent in separate shipments for logistical reasons. If that happens, you’ll receive multiple tracking numbers.
How long does delivery take?
Average delivery time is 5–10 business days after shipping. In some cases, delivery may take longer depending on your location. If your order exceeds the stated delivery time, please contact us at support@activeheal.co and we’ll get back to you within 24 hours.
Can I return my order?
Unused items can be returned within 30 days of delivery. Please contact us in advance at support@activeheal.co to start your return.
Important: For hygiene reasons, used items or body-contact products that are no longer in their original packaging cannot be returned. For more details, see our Refund Policy page.
My item arrived damaged — what now?
If an item arrives defective or damaged, please email us within 48 hours of delivery at support@activeheal.co. In that case, we’ll offer you either:
- a free replacement, or
- a full refund.
Usage Note
Our products are intended for support and comfort in everyday life. They are not a substitute for medical treatment and are not medical devices.