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Frequently Asked Questions
Contact Information
What is your mailing address?
You can send checks and correspondence to:
Healthyback.com
11714 Baltimore Avenue
Beltsville MD 20705
Hours of operation:
Our hours are Monday through Friday 8am-10pm, Saturday and Sunday 10am-8pm (Eastern Standard Time).
Sending an Email:
You can always send an email at service@healthyback.com. We will reply within 1 business day.
Telephone Number:
1-888-4MY-BACK
Problems with an order:
In the event of any questions or problems with your order, or if the product received was defective or damaged, please contact our Customer Service Department via email service@healthyback.com or call 1-888-4MY-BACK. We will make every effort to resolve the problem as quickly as possible. You can also refer to our return policy for more information.
Ordering & Status
What if my item is out of stock?
We will email you with an ETA with a stock arrival date. If you don't respond we will place the order on hold. When you call we can always change the color, size, or cancel your request.
How do I check the status of my order?
Email service@healthyback.com or call 1-888-4MY-BACK.
How do I cancel an order?
Email us at service@healthyback.com. We will acknowledge via a reply within 24 hours. Your credit card will take 7-10 business days to process.
How do I change an order?
Email us at service@healthyback.com. We will acknowledge your order via email and charge / credit the difference of your order.
Payment Options
Credit Card Payment Options:
Healthyback.com accepts Visa, MasterCard, American Express, and Discover/Novus cards. Please ask us about our own financing through GECAF.
Checks, Money Orders & CODs:
Healthyback.com accepts checks and money orders as payment options. If you are paying by check (U.S. address only and U.S. Funds Only), or money order (U.S. Funds Only), please mail a copy of your receipt to:
Healthyback.com
11714 Baltimore Avenue
Beltsville MD 20705
Please be aware that we cannot process an order until your payment is received. We do not accept checks from foreign banks. Please do not send Cash. We do not accept COD orders. We do not accept other currencies. Checks or money orders should be made payable to Healthyback.com
Credit Card Billing:
When you place your order on healthyback.com, you will receive a confirmation email when the order is placed. Your credit card will be charged within 24 hours of placing your order.
Security:
Healthyback.com does not sell address/email information.
Tips When Using a Credit Card:
Here are some tips for entering credit card information:
- The credit card number should be entered without spaces, dots or dashes.
- The name should appear exactly as it appears on the card, as should the expiration date.
- The address should exactly match the address where your credit card is billed; this may be different than where you currently reside if you have recently moved, are working on assignment in another city or at school, or have not updated your credit card files.
- The address should include spaces between numbers and words, (i.e., 35 Smith St. not 35smithst).
- The address needs to be entered once, not twice in Address Line 2.
- The city, if two words, should be separated (i.e.,silver oak, not silveroak).
- The city must be entered fully, not LA, but Los Angeles.
- The state, province or territory must be chosen from the drop down menu, as well as the country.
- Your postal code or zip code should not contain spaces (i.e. M2J 48P should be written as M2J48P with no space).
- Your email address need to be entered for confirmations and verification of accounts.
- Your phone number must include the area code and it should be the phone number that your credit card company recognizes, i.e., if you are traveling or have moved, make sure that you enter the phone number that is on file with your credit card company. As long as you use this phone number, the computer will recognize it as correct.
Return / Exchange / Cancellations
Healthyback.com Fast Exchange
For the fastest service, call 1-888-4MY-BACK during our customer service hours. We'll need to charge you for the new item, but we'll ship it the next day. Once we receive your return, we'll credit you for the cost of the original item.
Return Policy for all items except Mattresses, Mattress Overlays, Adjustable Bases, Shoe Insoles, Elastogel Products(sinus, cervical, and lumbar wraps), Posture S'ports Custom Orders and Discontinued/Clearance items:
Your complete satisfaction is our primary concern. We want you to be fully satisfied with every item you purchase from Healthyback.com. If you are not satisfied with an item that you have purchased, you may return the item within 90 days of delivery for a full refund of the purchase price. The item must be returned in like new condition, with all paperwork, parts, and accessories to ensure full credit. Please email service@healthyback.com or call 1-888-4MY-BACK from 9am - 4pm Monday through Friday to return your product.
Return Instructions:
- Completely fill out the return form. You can print the form by clicking on the following link: Healthy Back Return form (click here!). This form needs to be included in each package. If you do not include a return form it can delay your return credit up to 60 days.
- Please return the original invoice. Make a copy of the invoice for your records. If you have lost your invoice, please email us at service@healthyback.com for another copy.
- Pack the items securely. Please wrap the product so it does not get scratched in shipment. All returned products must be in the same condition in which they were received. If you need boxes, please go to your nearest Uhaul or UPS store and purchase a box size that fits your product.
- All products need to be returned to:
Healthyback.com
Attn: Internet Returns
11714 Baltimore Avenue
Beltsville MD 20705 - Please remember to get a tracking number for your return package. Healthyback.com can not be held responsible for packages that are lost by mail.
- If you have included a return form with the product, we will be able to issue a credit to the credit card on file within 21 business days of receiving your product. If paid by check or money order we will issue a refund check within 21 business days of receiving your product. Original shipping costs are non refundable. If you do not include a return form it can delay the process of your return up to 60 days.
Mattress Returns
Non Tempur-Pedic Mattresses
You may return your mattress (Naturetex, Sensitemp) within 90 days of delivery for a refund. Mattress returns are subject to shipping and handling fees. Healthyback.com has several recommended freight carriers and we will coordinate a pickup upon request, but the cost of the return will be the customer's responsibility. The customer may also choose to coordinate their own return at their own discretion. The credit will be applied within 14 business days after the mattress has been picked up and proof of pickup can be verified by Healthy Back. Please allow 6-8 weeks for the pickup from the date of your call.
Tempur-Pedic Mattresses
You may return your Tempur-Pedic mattress within 90 days of delivery for a full refund, minus shipping and handling. We will arrange for your pickup using our delivery service. In cases of free outbound shipping, a full refund minus a $159 (for the 48 continental states) inbound shipping fee will be credited to your account. In cases of free shipping in Alaska and Hawaii we would charge the customer the actual cost Healthyback.com has been charged for outbound shipping. The credit will be applied within 14 business days after the mattress has been picked up. Please allow 6-8 weeks for the pickup from the date of your call. Email us at service@healthyback.com the day your mattress has been picked up, so that we can expedite your refund.
Mattress Overlays
You may return your mattress overlay within 90 days of delivery for a full refund, minus shipping and handling. We will arrange for your pickup using our delivery service. In cases of free outbound shipping, a full refund minus a $40 inbound shipping fee will be credited to your account. The credit will be applied within 14 business days after the mattress overlay has been picked up. Please allow 6-8 weeks for the pickup from the date of your call. Email us at service@healthyback.com the day your mattress overlay has been picked up, so that we can expedite your refund.
Mattress Overlays are subject to a 50% restock fee. In addition it is the customer's responsibility to return the overlay to healthyback.com. Please return the mattress overlay to:
Healthyback.com
11714 Baltimore Avenue
Beltsville MD 20705
Adjustable bases
There are no refunds for adjustable bases.
Shoe insoles, Elastogel products (Sinus, Cervical and Lumbar wraps), Posture S'ports
Because of hygienic issues shoe insoles, elastogel products, or posture s'ports are non returnable items.
Custom Orders
In order to satisfy special customer requirements, it is occasionally necessary for us to place a "custom" order. We will let you know it is a custom order before you make your purchase. There will be a 25% restocking fee for all custom orders in addition to the standard return terms.
Healthy Back Certified Value
Healthy Back Certified Value items are sold on a final sale basis.
Canceling an Order (for all items except Mattresses, Mattress Overlays, Adjustable Bases)
If your order has shipped or is in the process of being shipped, we will be unable to cancel your order. You will need to follow the return instructions once you receive the package. Shipping charges are non-refundable.
Please call 1-888-4MY-BACK, or email at service@healthyback.com to cancel an order. Please note that most orders ship within 48-72 hours. Please call us to ensure your order gets cancelled before it ships.
If you submit an e-mail, we cannot guarantee that your order will be cancelled before it ships. We will confirm all cancellations submitted to us, whether successful or not, by replying to your original e-mail.
Mattress/Overlay Order Cancellation
Please call 1-888-4MY-BACK to cancel your mattress order. You may call us to cancel a Mattress purchase within 3 business days. If not canceled within 3 business days, there will be a $159 fee to cancel your mattress order. It will be $40 to cancel a mattress overlay. Please call us to ensure your order gets cancelled before it ships.
Adjustable Bases
Please call 1-888-4MY-BACK to cancel your adjustable base order. You may call us to cancel an adjustable base order within 3 business days. Adjustable bases are not returnable.
Shipping / Delivery
Shipping Confirmation Email
You will receive an email confirmation when your order has been placed. We will email your tracking number after 3 business days. Please email us at service@healthyback.com if you do not receive a tracking number.
Delivery Shipping Times on all items except Mattresses
Domestic Standard Shipping
- 7 to 10 business days.
- Items may be shipped by a few different carriers.
- Items may be shipped to P.O. boxes or APO / FPO addresses. Expected shipping times are 10-15 business days.
Two-Day Shipping
- 2 business days (measured from the day the order ships from our warehouse – not from the order date).
- No weekend or holiday delivery; no P.O. boxes or APO/FPO.
- Signature upon delivery required.
- Not available for delivery to Canada.
One-Day Shipping
- 1 business days (measured from the day the order ships from our warehouse – not from the order date).
- No weekend or holiday delivery; no P.O. boxes or APO/FPO.
- Signature upon delivery required.
- Not available for delivery to Canada.
Mattress Delivery shipping times:
Express Delivery
- 10-12 business days.
- Express Delivery is a curbside delivery.
- Mattress removal is not available for Express Delivery
Inside Delivery
- 15 - 20 business days.
- Inside Delivery includes full set up of your mattress.
- Mattress removal is available for an additional $25. By checking this item when you make your purchase, Inside Delivery has automatically been assumed as your delivery option.
Delivery Guidelines
- When we call to schedule your appointment, we will provide you with a date of delivery and a delivery window.
- If we are delivering a mattress, please have all bedding, bed skirts, and all other linens and accessories removed from your old mattress.
- If specified on your receipt, the delivery team will also remove your old mattress. Water bed bladders and adjustable beds are not part of mattress removal.
- Due to time constraints, insurance requirements, and safety, delivery teams are not able to perform any other work other than what is specified on the delivery ticket. Please understand that we cannot move household furniture appliances, or adjustable beds.
- The delivery team will not e able to lift or hoist over banisters or other obstructions or through windows to deliver merchandise. Please inform your sales representative of any such impediments to delivery. We may be able to arrange a special delivery for you. Costs vary for this service.
- If you have any questions, email us at service@healthyback.com or call 1-888-4MY-BACK.