Support

FAQs
SHIPPING
How much will shipping cost?
Domestic: We offer flat rate shipping within the continental US.

Canada: Canadian rates are generally $6.50 with $3.50 per additional item.

International: We ship all international orders via USPS First-class International. This is our cheapest international shipping option and it ranges $14 per item, and about $8 per additional item for most locations. International customers may be subject to import duties and taxes, which are levied once a shipment reaches your country. Customs regulations vary widely from country to country so please contact your local customs office if you desire further information.

Please note that certain items will have a shipping cost based on weight.

How will my items be shipped?
Domestic: Orders within the continental United States are shipped either UPS Ground or USPS, depending on your order and location.

USPS is the only shipping option for the following areas: Alaska, Hawaii and the U.S. territories of American Samoa, Guam, Marianas Islands, Puerto Rico and the U.S. Virgin Islands, as well as to P.O. Box, APO or FPO addresses.

Canada: Orders shipping Canada are shipped using our freight forwarder, who will select the best option for delivery, most often this is Canada Post.

International: Items shipping to a location outside of the US or Canada will be shipped via USPS.

When will my order arrive?
You'll receive an email with tracking information once your order has been processed by our shipping department.

Domestic: Orders are processed within 1-2 business days, with transit time between 2-5 days depending on your distance from our Ohio warehouse. Expedited orders will be subject to the processing time, with transit time of 1-2 days depending on the option selected.

Canada: To keep our cost low, we use a freight forward who picks up from our warehouse 1-2 times a week. Once you receive the tracking info in your email, tracking will be available in 7 to 10 days on http://frontierscs.com/tracking. Delivery time to Canada is generally 2 - 3 weeks

International: All orders are sent with duties unpaid and the transit time can range from 5 to 60 days depending on your location. We will provide a USPS tracking number, however, once the package leaves the United States, the tracking is generally not updated again until the USPS receives information from the postal service of the country of the final destination. This means your tracking number may show the last US location for a period of time if the receiving country has not sent updated info to the USPS. Most of the time any delays come from items awaiting customs clearance, you may need to contact your country's local customs department for more info.

ORDERING
How do I pay for my order?
iTENS uses SSL technology to encrypt all transactions. No personal information can be seen or intercepted by a third party.

We are unable to accept cash or credit vouchers. iTENS accepts PayPal and the following credit cards:

American Express
Discover
Mastercard
Visa
If we are unable to process your credit card, please check to ensure you entered the correct card number, expiration date, security code and that the billing name and address you entered match your credit card statement exactly. Note that we cannot authorize your card unless the billing address on file with your credit card company matches exactly to the billing address supplied to iTENS. Please refer to your credit card company if the problem persists.

Why did my order fail?
If we are unable to process your credit card, please check to ensure you entered the correct card number, expiration date, security code and that the billing name and address you entered match your credit card statement exactly. Note that we cannot authorize your card unless the billing address on file with your credit card company matches exactly to the billing address supplied to iTENS.

If multiple failed orders are submitted, the fund are placed on hold by your bank, but should not clear your account. The amount of time until funds are released is mandated by the bank which issued the card. Please refer to your credit card company with questions.

Do you charge sales tax?
iTENS collects sales tax on all orders shipped within the state of Ohio. Please note that on-screen order totals reflect the Ohio state tax. If you have questions about the tax rate on your invoice, please do contact us. We do not prepay international taxes, any taxes on international shipments must be paid by the receiver.

WARRANTY CLAIMS, RETURNS, AND EXCHANGES
Is my product under warranty?
The iTENS device is covered under a one year warranty, and the iTENS Wings are covered under a 6 month warranty, against all manufacturer defects. If you encounter a problem, due to a defect in workmanship or materials, please contact us immediately.

Unfortunately, we are unable to warranty against damage due to drops, falls, or misuse. This includes operating the iTENS counter to the user instructions, guidelines, and tips. However, if you contact us with the details of your situation, we may be able to provide a product replacement at a discounted price.

This warranty covers the product when used for its intended purpose only.
This warranty does not cover problems caused by normal wear and tear, abuse or accidents.
If an identical replacement iTENS is not available, we may replace it with a comparable color and/or style.
This warranty gives you specific legal rights, but there may be other regulations that vary from state to state.
How do I file a warranty claim?
1. Call or email our customer service. We will troubleshoot the issue and may be able to help solve your problem on the spot. If not, we will provide you with a return authorization.

2. Securely package your vessel for shipping

3. Include the following information inside your package:

An explanation of the defect
The date and location of purchase
Your daytime phone number, mailing address and e-mail address
The return authorization number
4. Ship your vessel using a traceable shipping method to:

iTENS 
ATTN: Warranty Returns 
1760 Wadsworth Road 
Akron, OH 44320
5. Once received, our returns department will inspect the vessel. If the problem is due to a manufacturer's defect, we will repair or replace it at no charge. If the problem is not found to be a manufacturer issue, we will contact you before taking any further action.

I don't want this product, can I return my order?
We want you to be fully satisfied with your iTENS system, so we offer a 30-day Money Back Guarantee!

If you are unhappy with your purchase you may send it back to us within 30 days if it was ordered from iTENS.com. We are unable to return or refund items sold by a third party. We will refund the purchase amount, minus any shipping costs. Please note the following:

The item must be returned in the original product packaging and in new or lightly used condition.
We will issue a credit to the card used for the original purchase price of the product, when the item is received by our returns department.
Exchanges will be processed once the original item is received by our returns department. Please let customer service know which item you would like to exchange the item for when contacting for the return authorization.
iTENS is not responsible for returns and exchanges lost in transit. We highly recommend using a traceable shipping service.
How do I return my order?
Call or email our customer service department to obtain a return authorization number.
Include the following information inside your package:
Your name
A daytime phone number
Mailing address
E-mail address
The return authorization number
Ship your iTENS using a traceable shipping method to:
iTENS
ATTN: Returns
1760 Wadsworth Road
Akron, OH 44320 
SETUP AND USAGE
How do I set up my iTENS?
There are two main steps in setting up and pairing your iTENS device: making the device discoverable and linking to the app.

1. Press and hold center button for 3 seconds to place device in discoverable mode. The LED light will begin flashing on the device which means discoverable mode is active. Bluetooth must be turned on in your smartphone settings to pair with device.

2. From the app, press the chain link icon on the home screen to search and pair with all available iTENS devices. If you are using more than one iTENS, select all located devices when pairing. A solid light on the device indicates that the app and device have been successfully paired.

Do I have to pair/sync to my app every time?
No, you should not have to pair the iTENS device to your app with every use. Make sure that once the device is paired, you use the on-app screen to control the device, including turning the device on and off. Center button acts as an hard reset/pairing button, do not use the button on the device to turn it off, or it will reset your pairing settings.

Can I use the device without the app?
Yes, but we recommend using the app, the manual operation of the device will give you access to one basic program and does not provide the options available on the app. The area above and below the center button can be used for manually controlling the intensity increase/decrease. The area above increases the intensity and the area below decreases the intensity. However, it is recommended that the intensity be adjusted via the app versus the manual controls.

I want to use iTENS with my iPad, where can I find "itens" in the search results of the app store?
After searching "iTENS" hit the drop-down menu at the top and choose "iPhone only" and the app results will refresh.

Why is the LED blinking?
It is either in pairing mode or it means you need to change your batteries. The blinking red indicates low battery.

DEVICE MAINTENANCE
How do I charge my iTENS?
The iTENS arrives with the device magnetically installed into the wings. Remove the iTENS from the wings with a twist and pull.

Place the iTENS device into the docking station, lining up the small gold prongs on the dock with the indentations on the iTENS device. The docking station will magnetically lock the device into place.

The docking station uses the USB cord to charge, and an additional AC adapter can be purchased separately to convert the USB cord to a wall charger.

What kind of battery does my iTENS use?
The iTENS device uses an energy efficient rechargable lithium-ion battery.

How often do I have to charge the battery in my iTENS device?
The lithium-ion battery will last for approximately 24-36 hours before needing to be charged, depending on the intensity.

How do I clean my iTENS?
iTENS Gel Pads are single person use. The iTENS will accumulate some gel pad residue on the silver area on the wings as you peel the gel on and off. Periodically it is good to remove this gel residue by wetting the wing, and rubbing the gel off with a paper towel.

To clean the device, use a damp cloth to wipe it down. Damage to the device will occur if it is submerged in water or other liquids. The iTENS is manufactured with water detection technology to detect exposure to water that may cause damage to the electronics and void the product warranty.

How do I store my iTENS?
iTENS should be stored in either the carrying case (sold separately) or in the zip lock poly bag included in the kit so that the gel pads do not dry out. Always keep the gel pads covered with the clear plastic film and stored in a zip lock bag for their longest lifespan possible.

GEL PAD INFORMATION
Do I have to use the Gel pads?
Yes, the iTENS device can only be used with the gel pads designed specifically for the iTENS. Failure to do so can result in skin irritation or burns. Do not attempt to use the device without gel pads.

Where can I buy new gel pads?
In some cases, you can purchase new gel pads from the same retail outlet that you purchased your iTENS device or you can also purchase directly from iTENS.com

How many times can I use the gel pads?
The gel pads can be used for 7-10 sessions. Beyond this point, the quality of stimulation will diminish. To enhance the gel pad stickiness, dab a few drops of water onto the gel to re-hydrate the gel pad. Dry it before applying to the skin.

Excessive oil, moisturizers, and perspiration will affect the gel pads’ ability to adhere properly. You should always clean the treatment area with soap and water, and trim excessive hair before applying your iTENS to ensure optimal adhesion. The number of uses you can gain from the gel pads will vary, primarily due to skin preparation.

Humidity vs. dry climates can also affect lifespan, as well as proper storage of the gel pads, which is very important.

How long will the wings last?
The wings will last approximately 6 months, however, it really depends how much or how little you use your device. Wings will begin to show wear and tear after a multitude of uses. Once the wings get really worn, you will begin to notice the intensity is not as effective and sensation of stimulation has severely weakened. At this time, we advise replacement of the wings.

SAFETY AND USE
Can I use iTENS if I am pregnant?
No. The safety of nerve stimulation has not been established during pregnancy; therefore do not use this device if you are pregnant, or suspect that you are pregnant.

How long can I wear my iTENS device?
iTENS can be worn every day. The device does not have to be removed between stimulation treatments, but it is recommended to take rests between therapy stimulation sessions and to check the skin under the pad periodically for redness. If redness does not go away after a couple hours of having the electrodes off, then you may have a mild allergic reaction to the gel. Discontinue use and contact iTENS.com. It is not recommended to use the iTENS while sleeping.

Can I use the iTENS in hot and humid conditions?
Hot and humid conditions can affect the adhesion of the iTENS gel pads, so care should be taken in such conditions. Heat and humidify will not affect the operation of the device.

Can I wear my iTENS device while driving?
No, the iTENS should not be worn while driving, operating heavy machinery, or any other activity in which electrical stimulation can put you at risk of injury.

Can I wear my iTENS device while working out?
Sweat and strenuous activity can dislodge the electrodes from adhering to the skin, so it is recommended that treatments ensue before or after such activity.

Can I share my iTENS with someone else?
iTENS gel pads are single-use and should not be shared between people. The iTENS device can be used by other people with proper cleaning of the device and new gel pads applied.

INSURANCE
Will my insurance cover the iTENS?
Some insurance will cover TENS devices. You will need to check with your health care professional and/or your insurance provider to see if it is covered.

What is the HCPCS code for the iTENS?
The billing code (HCPCS code) is E0720

TENS TREATMENT
What is the most effective placement for the iTENS?
To achieve the best results with your iTENS therapy device, start by placing the device directly over or around the painful area. For best results, you may need to vary the placement of the electrodes with alternate placement patterns such as above, below or around the pain point. When using the iTENS to treat the wrist or ankle, make sure the device is placed lengthwise, as a wrap around may be too sharp of a contour.

How long before I feel benefit from my iTENS unit?
Some people's pain is relieved immediately whilst others need a little longer to warm up to the stimulation. Likewise, some people experience pain relief only when the device is on, and others experience lasting relief even when the device is off. It will take some experimentation to find the best setting and placement site for your unique pain condition

How long does it take for TENS treatment to produce results?
In most cases, studies show that it takes roughly 30 minutes for TENS treatment to begin to relieve pain, so a typical treatment session is between 30-60 minutes. However, for each unique user it may vary. Some patients find hours of pain relief from short 30-to-60 minute sessions, while others use their TENS unit for several hours a day, depending on the pain generated by daily activities. Always use your iTENS based on need. If pain is not present, then there is no need to have it on. Most importantly is good to take rests between treatment sessions so that the skin has a chance to rest and breath.

When can TENS treatment be administered?
TENS can be administered any time of day or night. It is recommended that TENS not be used while sleeping. Movement during sleep may cause electrodes to come off or be pressed into the skin, causing skin irritation or treatment jolts.

Does TENS treatment have any risks or side effects?
Unlike surgery or prescription drugs, TENS is virtually risk free from injury, side effects or addiction. The low-volt electrical current delivered by the electrodes only penetrates the skin to the level of the nerve fibers, usually only one to two inches. This poses no danger to most individuals. However, those with cardiac conditions and/or pacemakers, and pregnant women should consult their doctors before using TENS. TENS can cause skin irritation to those with sensitive skin, allergies and/or those who over use the device without proper rests. Do not use when you drive or operate heavy machinery.