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FAQs

How do I contact customer service? 

To contact our Customer Care Team you can do one of the following:

  • Call our Customer Care Team at 800.222.5728
  • Fill out this form and we will respond in a timely manner
How do I track my order?

Your tracking number will be emailed to you once your order has shipped. You may also track your order on the Track Order page located at the bottom of our home page.

What is included in White Glove Delivery/In-Home Assembly?

For some of our larger products we offer a White Glove Delivery service labeled as In-Home Assembly. This service includes unpacking, assembly, moving the product to the room of your choice, and removal of packing material and boxes. The White Glove Delivery service will contact you to schedule a delivery date. This additional cost is $299.00 and is found as a selectable option on most of our larger items. Please note all none White Glove Deliveries are drop shipped to your curbside.

Why didn’t I receive an Order Confirmation email?

If you do not receive the order confirmation message within a few minutes of your purchase, please check your junk or spam email folder just in case the information was delivered there instead of your inbox. If your confirmation didn’t arrive to either place, please call Customer Care at 800.222.5728 or email customerservice@relaxtheback.com.

I need assembly instructions for my item. Where can I get them?

If the item(s) you purchased requires assembly, detailed instructions should have been included in the carton. If not, you may contact Customer Care at 800.222.5728 or Message Us on the website; please include the following information: your name and your email address or mailing address and the item number(s) you need to assemble.

What is the return policy?

Our return policy can be viewed here.

When do I receive my refund once I have returned an item?

Approved refunds will be processed only after all products are returned to Relax The Back.

  • Debit Card Refunds: All debit transactions will be refunded by within 10 business days.
  • Credit Card Refunds: All credit card refunds will be processed on the day that your purchase is picked up or returned. Check refunds cannot be issued for credit card sales. Credit to your account may take 10 business days.
  • Finance Refunds: Finance accounts will be refunded within 10 business days.
How can I remove my name from your mailing list?

Please email us at customerservice@relaxtheback.com and include the full name and email address you want to have removed.

How can I unsubscribe from your email list?

Just click “Unsubscribe” located at the bottom of the email.

I’m a Tax Exempt Organization or Reseller, how do I make a purchase without paying sales tax?

Just Please contact our Customer Care Team at customerservice@relaxtheback.com and include a copy of your Tax Exempt Form and the item(s) you would like to purchase.

Where do you deliver?

We offer delivery to anywhere in the continental U.S. 

PRODUCT QUESTIONS
Self Inflating Back Rest: The back rest is not deflating. Please explain how to do it.

To deflate the Self-Inflating Backrest you need to open the valve to remove all of the air. Once all the air has been removed close the valve. As long as the valve is closed the backrest will stay deflated. 

Lab Pillow by Technogel®: How can I clean this pillow?

Only the cover on the pillow can be removed and washed. The pillow cannot be washed. However, you can try lightly spraying the pillow with Febreze. Please do let us know you have any further questions.

Sloped Knee Lift by Relax The Back: Are there recommendations as to what size to get?

Here is a basic guideline:
5' to 5'5" 6-inch leg wedge
5'6" to 5'11" 8-inch leg wedge
6' above 10-inch leg wedge