Shipping & Returns

Shipping Policy

Every HealthyLine product is carefully hand-made by highly qualified specialists and tested at different stages of the manufacturing process. After assembly, our products are then tested for 35 points to ensure the quality of the product, including EMF insolatin, heat level, heating time, size, weight, packaging, quality of stones, negative ion levels, infrared, and several other measurement tests. They are then shipped to our warehouse in the United States.

When an order is placed, we test the product(s) again before shipping them out to our customers. You may receive a box that appears to have been opened before. This is because we re-tested the product and added additional printed materials.

Although we produce extremely durable products with the lowest defect rate in the industry and triple-stage quality control, we still provide a 90-day risk-free trial and hassle-free warranty coverage up to 5 years.

Important Note:

HealthyLine requires confirmation from the customer prior to shipment for any order that is $2,500 or more. When a customer places an order totalling more than $2,500, they will be contacted by a HealthyLine representative via email or phone call to confirm the order. If we are unable to reach the customer or if the contact information provided is incorrect, we will put the order on hold until the customer contacts us.

Order Shipments to Customer

In order to deliver your product safely and in a timely manner, HealthyLine strictly ships products through top national and international carriers. Once your product is shipped from our warehouse, you will be sent a confirmation email with tracking information to track your package. 

If an issue arises during shipment, we are happy to offer our assistance and help to the most of our ability. However, there often is little action we can take once a shipment departs from our warehouse. If the tracking information of a shipment shows delivery issues or shipment issues, it is important to reach out to make a claim with the carrier and inform us of the situation within 3 days. After 3 days, no claims can be taken without a valid police report. 

Please note the following terms and conditions regarding shipments:

  • Customers are responsible to contact the shipping carrier should there be any necessary changes regarding the shipment. 
  • If the customer requests to cancel the order after it has shipped, it is the customer’s responsibility to refuse shipment upon delivery. If not, the customer will be responsible to ship the product back at their own cost. The return will then be considered as a return under the 90-Day Trial Period.
  • Expedited shipping is offered for all orders at an extra cost. For expedited shipments, customers can expect to receive their order within 2-3 days (depending on location) after the order is shipped from the HealthyLine warehouse. Please note expedited shipping is not available for international orders.
  • Customers are responsible for providing the correct contact information. If there is an issue related to the shipment and we are unable to reach the customer, HealthyLine is not liable for any cost related to the issue.  
  • If multiple delivery attempts are made without success, the customer is responsible to reach out to the local shipping office and arrange the delivery. If the delivery fails and the product is automatically returned to our warehouse, the customer is responsible for any associated return fees.

Return Policy

HealthyLine offers the most comprehensive warranty program in the heated gemstone device industry. Taking advantage of our exceptional policies requires proper protocol and procedure to ensure your experience is handled with attention. Please refer below to the return policies corresponding to each of warranty programs offered by HealthyLine!

HealthyLine records every serial number for all sales, returns, exchanges, and warranties. If you violate or misuse our return or exchange policy, your warranty may be voided. 

Before proceeding with the return policies for each warranty program, please understand the following general notes regarding our Return Policy:

  • If a customer is shipping any unit at their own expense, they must provide the return tracking information with a HealthyLine representative. Failure to do so may result in a delay in the return process. 
  • If you are returning a gemstone mat that needs to be folded, please only fold the mat inwards and in the predetermined places (medium mats fold in half, full sized mats fold into thirds). Any mats received that are not folded inwards and/or folded in the incorrect places will be considered misused.
  • If an issue occurs during the return shipping process, the customer is responsible to make a claim with the shipping carrier and inform HealthyLine of the issue. 
  • HealthyLine reserves the right to void any warranty or refuse support in the rare case of customer’s dishonesty, scam, false publications, or abuse of HealthyLine and/or its personnel. 

 

Return Policy for 90-Day Free Trial 

HealthyLine offers a 90-Day Free Trial with every purchase of a heated gemstone device. If for any reason you aren’t satisfied within 90 days of delivery, you can send your product back to us, even though we fully expect you to love your product from the day it arrives.

For more information about the 90-Day Free Trial, click here

Please review the return procedure below:

  1. 90-day returns require the product to be in working and original condition. 
  2. Customers must first contact HealthyLine’s support team to initiate a 90-day return. The customer must provide the order number, order confirmation, or any valid proof of purchase containing the order date. 
  3. The customer must be provided with a Return Goods Authorization (RGA) number from a HealthyLine representative prior to shipment.
  4. The customer has to prepare the package for shipment. It is required for customers to include a note containing the provided RGA number. All contents (controller, covers, etc.) included with the product must also be included with the return. 
  5. The package can then be shipped to the HealthyLine warehouse. Please note: customers are responsible for return shipping costs and the original shipping cost is non-refundable. This is true if the customer received free shipping. 
  6. Once the product is received in our warehouse, it will then be tested to confirm the functionality and condition. 
  7. After the condition is confirmed, we will then proceed to refund the purchase price (minus shipping). 
  8. Hawaii, Alaska, and all international customers will be responsible for shipping both ways for all exchanges and returns.

 

Return Policy for Limited Warranty

HealthyLine includes a limited warranty (1-Year or 5-year Warranty depending on product) with every purchase of an InfraMat Pro® that protects against manufacturing defects when used under normal conditions and in accordance with instruction and common sense. In the case of a manufacturing defect, the customer can receive a replacement of the same product as long as they are still within the warranty period (terms and conditions may apply).  

For more information about the 1-Year Limited Warranty, click here.

For more information about the 5-Year Limited Warranty, click here.

Please carefully review the return procedure for replacements covered by the limited warranty below:

Initiating a Warranty Claim

  1. Customers must first contact HealthyLine’s support team to initiate a warranty claim. The customer must provide all relevant information related to the claimed defect. The customer may be asked to provide either photo or video documentation.
    1. Order number, order confirmation, or any valid proof of purchase as well as the product’s serial number must be provided.
  2. The issue may be resolved through troubleshooting. If troubleshooting does not solve the issue, it may be the result of a defect related to the controller or the device itself.   

Replacement of Controller

    1. If the malfunction is the result of a controller defect, we will offer a replacement. Customers must share with us the number of prongs included on the plastic connector located on the unit to ensure that they receive the correct controller.
      1. If the customer is covered by the 1-Year Warranty or is within the first year of 5-Year Warranty, we will ship the controller for free.
      2. If the customer is past the first year of the 5-Year Warranty, the customer is responsible for the shipping cost.
  • Hawaii, Alaska, and all international customers will be responsible for shipping both ways for all replacements.

Replacement of Unit

  1. If the malfunction is the result of a unit defect (or if the controller replacement didn’t resolve the issue), we will offer a replacement of the unit.
  2. HealthyLine requires that the customer’s unit be returned to our warehouse for inspection purposes prior to the shipment of any replacement. Customers must receive an RGA number before they ship the unit to the HealthyLine warehouse.
    1. If the customer is within the 1-Year Warranty or the first year of the 5-Year Warranty, the return shipping cost will be refunded to the customer in the form of store credit (customer must provide shipping receipt).
    2. If the customer has surpassed the first year of the 5-Year Warranty, the customer is responsible for the return shipping cost.
    3. Hawaii, Alaska, and all international customers will be responsible for shipping both ways for all replacements.
  3. After confirming the unit malfunction is the result of a manufacturing defect, HealthyLine will proceed with the replacement. If the customer is within the 1-Year Warranty or the first year of the 5-Year Warranty, they will be sent a free replacement. 
    1. If the customer has surpassed the first year of the 5-Year Warranty, the customer is responsible for the shipping cost of the replacement. 
    2. Furthermore, replacements past the first year of the 5-Year Warranty are subject to a deductible cost of a certain percentage of the retail cost of the item. Please see terms and conditions for related deductible costs.
    3. Customers will receive a coupon code with a value of the product’s retail cost minus the deductible cost. (Example: if customer is within the second year of the 5-Year Warranty, they will receive a 90% off code as second year replacements are subject to a 10% deductible)
  4. If the inspection determines that the malfunction is not the result of a manufacturing defect or if there does not appear to be a defect, we will ship the unit back to the customer (at customer’s expense), accept it as a trade-in, or dispose of it if the customer refuses to take it back.

 

Return Policy for Lifetime Trade-In

HealthyLine offers the world’s best lifetime trade-in policy. Regardless of your mat’s condition or if it’s still under warranty, you can always send it to us for a trade-in and use half of its retail price towards a new purchase. So, if something happens to your mat—it is truly never worthless!

For more information about the Lifetime Trade-In Policy, click here

  1. Customers must first contact HealthyLine’s support team to initiate a Trade-In. The customer must provide the order number, order confirmation, or any valid proof of purchase.
  2. Once the customer is provided an RGA number, they are free to ship their unit back. Customers are responsible to ship the unit to our warehouse at their expense. 
  3. Once the unit arrives in our warehouse, the customer will be provided a coupon code containing their Trade-In credit worth half the value of the retail price of the product.
  4. The customer is then free to place an order on HealthyLine’s website and apply their Trade-In credit. Please note that Trade-In credit can only be applied on HealthyLine.com for purchase double the Trade-In credit.

 

Return Policy for Lifetime Upgrade

If at any point you decide you want a larger or more advanced HealthyLine product, you have the option to upgrade your current one! All you have to do is send us your product and, after we verify it is fully functional, we will give you full credit for the retail price of your product.

For more information about the Lifetime Upgrade Policy, click here.

  1. Products are only eligible for the Lifetime Upgrade Policy if it is fully functional and in good cosmetic condition. If not, it is still eligible for the Lifetime Trade-In Policy. 
  2. Customers must first contact HealthyLine’s support team to initiate an Upgrade. The customer must provide the order number, order confirmation, or any valid proof of purchase.
  3. Once the customer is provided an RGA number, they are free to ship their unit back. Customers are responsible to ship the unit to our warehouse at their expense. 
  4. Once the unit arrives in our warehouse, it will be tested and inspected to confirm it is fully functional and in good cosmetic condition. If not, it will be eligible for the Trade-In policy.
  5. After the unit is accepted as an Upgrade, the customer will be provided a coupon code containing their Upgrade credit.
  6. The customer is then free to place an order on HealthyLine’s website and apply their Upgrade credit. Please note that Upgrade credit can only be applied on HealthyLine.com for purchase double the Upgrade credit.
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