1. How long does it take to receive my Neubac?
We strive to ship every order within 1 day of your confirmation. After shipping, please allow 1 week for normal Ground delivery and 2-4 business days for Priority delivery. Overnight delivery is also available.
2. What if Neubac is out of stock?In the rare event that Neubac is out of stock at the time you order, we will contact you via email and advise the estimated date of shipment. Your order will be placed in back order.
3. Will I be charged sales tax?
By law, applicable sales tax is required on orders shipped to states where Neubac has business operations. Orders shipped to Tennessee will be charged sales tax.
4. Do you accept Checks or Money Orders?
No, we only accept credit cards for Neubac orders.
5. Do you ship Neubac to International locations?
No, Neubac is available in the Continental U.S., Alaska, Hawaii, Guam, Puerto Rico, and the Virgin Islands.
6. Do you accept Credit Cards outside of the United States?
We only accept credit cards with a United States billing address.
7. Can I cancel my order?
In most cases, your order cannot be canceled after if it has been entered in our system and processed for shipment. We can only cancel orders that have not been processed for shipment. If you call customer service at 1-855-489-3252 on the same day that your order was placed, or the day after you place your order, we may be able to cancel your order. Priority Processing and Express Shipping orders cannot be cancelled as they are rushed through our processing system. If we are unable to cancel your order Do NOT refuse delivery of your package as you will be assessed all applicable fees associated with delivery refusal. After you receive your package, please call customer service at 423-305-7779 or toll free 855-489-3252 for return instructions.
8. What is the Neubac Gel Pad Auto-Shipment Subscription Cancellation Policy?
Neubac offers Neubac Gel Pads on a monthly auto-shipment subscription program. You may cancel or change the frequency of shipment by calling 1-855-489-3252. Hours: Monday through Friday 8:30AM — 5:00 PM (EST). Closed Saturday and Sunday and all major USA Holidays. Only future shipments may be canceled. If a cancellation occurs after a shipment has generated and is en route to the customer, that shipment cannot be canceled.
9. Is your website secure?
Ordering on our site is safe and 100% guaranteed. We utilize the industry standard, state-of-the-art SECURE SOCKET LAYER CHECK-OUT system that is necessary to make shopping online perfectly safe. Your order information is delivered directly to us via a secure-session encryption process. Your information is scrambled before it is even sent to us, making it impossible for unauthorized individuals to access it.
10. What is the Return Policy?
Neubac is backed with a limited 1 year warranty from the date of purchase (invoice date) against defect in materials and workmanship. Normal wear and tear during use of a product is not considered a defect. All returns are handled as follows; Neubac has a 14 day guarantee of satisfaction. If you are not completely satisfied with your Neubac after using if for a full 14 days, contact Customer Service at 1-855-489-3252 within 5 days at the end of 14 day trial period and request a Return Authorization number (RA#). You MUST have an RA# to return your Neubac and this number MUST be written on the outside of your package. Follow the directions provided by our Customer Service representative. You are responsible for return shipping. Once we receive your Neubac(s) and the return instructions are followed correctly, a refund is initiated immediately. Shipping and handling charges are non-refundable. A restocking fee of $20.00 is applied to all returns. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account. Please note the following: • Products can be returned only in the country in which they were originally purchased. • The following products are not eligible for return: Neubac Gel Pads • You are responsible for return shipping. • A restocking fee of $20.00 is applied to all returns. • Shipping and handling charges are non-refundable. Non-warranty returns will not be accepted beyond the 14 day trial period. No returns will be accepted on Neubac products that are out of warranty.
11. What information do you collect?
We collect only the required information to process your order, such as your name, address, phone number (we will not call you unless there is a problem with your order), email address and credit card number.
12. Do You Disclose My Information to Outside Parties?
We do not sell, trade, or otherwise transfer your personally identifiable information to outside parties. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe this release is appropriate to comply with the law, enforce our site policies, and protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
13.What is TENS?
TENS (Transcutaneous Electrical Nerve Stimulation) is a non-invasive, drug free method of controlling pain by the transmission of electrical stimulation to the body's nerve or muscle fibers through the skin. Pain relief is achieved by suppressing the transmission of pain in nerves (Gate Control Theory) and increasing the discharge of the body's endorphins, which reduces the sensitivity to pain in the central nervous system (Opiate Release Theory). Neubac's exclusive and patented waveform incorporates BOTH clinical theories of TENS to provide immediate and long-lasting pain relief. The Neubac provides a safe, easy to apply, medically approved pain management system for self-treatment when needed. The Neubac is perfect for those with chronic low back pain.
14. How does the Neubac provide pain relief?
Neubac utilizes TENS (Transcutaneous Electrical Nerve Stimulation) technology, which is a non-invasive, drug-free method of controlling pain by the transmission of electrical stimulation to the body’s nerve or muscle fibers through the skin. It may sound complicated but the function of TENS is really pretty simple. It works by suppressing pain signals being sent to the brain from the muscle and nerve fibers.
15. How soon will I feel pain relief?
Results are dependent on many factors, however you may feel immediate relief as soon as you start the device, and you may feel pain relief as long as 3-4 hours after use.
16. Who can use the Neubac?
Neubac can be used by anyone in need of back pain relief from young adult to retirement age. It is to be used by adults only. Keep out of reach of children. Neubac is intended for use on the otherwise healthy back that is sore and aching. Do not apply Neubac to any other body area except the back; do not apply to swollen, infected or inflamed areas of skin eruptions. Please see your doctor about using Neubac if you've recently suffered from an acute trauma or fracture or following recent surgery. DO NOT use Neubac if you have a cardiac pacemaker, implanted defibrillator, or any other implanted metallic or electronic device. Consult with your doctor before using Neubac If you are in the care of a doctor or if you have had medical or physical treatment for your back pain.
17. Can I use Neubac 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.
18. Can I wear my Neubac while sleeping?
No, Neubac should not be worn while sleeping.
19. Can I wear my Neubac while driving?
No, Neubac should not be worn while driving, operating heavy machinery or any other activity in which electrical stimulation can put you at risk of injury.
20. Can I use Neubac when I am working?
Neubac can be worn at home or at the office, but it should not be worn in work settings in which heavy machinery is operated or any situation in which electrical stimulation can put you at risk of injury. Neubac should not be worn during strenuous physical activity as this may affect the proper adhesion of the device.
21. How long can I wear my Neubac?
Neubac can be worn all day. The device does not have to be removed between stimulation treatments.
22. Can I use the Neubac on another body area besides my back?
No, Neubac is designed specifically for the treatment of back pain. Neubac was designed to specifically fit the back and will not fit other body areas to allow performance. Neubac can be used on the lower back areas.
23. Can I use the Neubac in hot and humid conditions?
Hot and humid conditions can affect the adhesion properties of the Neubac gel pads, so care should be taken in such conditions. Heat and humidity will not affect the operation of the device.
24. Can I share my Neubac with someone else?
Neubac gel pads are single person use and should not be shared between people. The Neubac device can be used by other people with proper cleaning of the device and new gel pads applied.
25. How do I know when to replace the Gel Pads?
If you notice the Neubac is losing its ability to stick to the body, it is time to replace the gel pads. The gel should be replaced on your Neubac when the adhesion diminishes. This will vary person to person and depending upon skin preparation, but 3-5 applications is typical.
26. Why are my gel pads not sticking?
Gel pads will stick effectively for 3-5 applications on average. The number of applications depends on skin preparation and skin type. 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 before applying your Neubac to ensure optimal adhesion.
27. How many times can I use the gel pads?
The number of uses you can obtain from gel pads will vary, primarily due to skin preparation. Each time Neubac is removed from the back, dead skin cells are also removed and adhered to the gel pads. Over time, the accumulation of this “skin cell debris” diminishes the gel pads’ ability to adhere. Insufficient skin preparation will also affect gel pad adhesion.
28. Do I have to use the Gel pads?
Yes, the Neubac device can ONLY be used with the gel pads designed specifically for Neubac. Attempted use of Neubac without Neubac Gel Pads can result in skin irritation or burns.
29. My Neubac is not working when I press the remote.
The main device may be OFF and should be turned ON or your AAA batteries may be deador inserted incorrectly. If you receive yellow blinks on the remote when the START button is pressed, the remote control is not able to communicate with the device. Note the main unit automatically shuts OFF after 2 hours of inactivity.
30. Why is the LED blinking yellow?
Change your batteries. The blinking yellow indicates low battery.
31. What if I lose my remote control?
Neubac cannot be operated without the remote control, so you will need to order a replacement remote control by ordering in the Neubac online store or calling Neubac Customer Service. You will need to provide the serial number of your Neubac, which can be found on your Neubac storage box or inside the Neubac battery compartment underneath the AAA batteries.
32. What kind of batteries does my Neubac use?
The Neubac device uses 2 AAA batteries. The remote control uses 1 CR2032 lithium coin battery.
33. How often do I have to change the batteries in my Neubac and remote?
The 2 AAA batteries in the Neubac device will last for approximately 150 treatments, depending on the intensity. The remote control CR2032 battery life is dependent upon frequency of use and may last approximately up to 6 months.
34. How do I change the battery in my remote control?
To replace the battery, locate the slot on the lower right corner of the remote control. Use the enclosed screwdriver tool or a coin to open the remote battery cover at the slot. Use the screwdriver to push the CR2032 battery out of the battery holder. Insert a new CR2032 battery into the battery holder with the + side of the battery facing upward. Replace the remote battery cover and snap together to close.
35. How do I clean my Neubac?
Neubac should be gently wiped clean with a damp cloth and mild soap. All soap residue must be removed before use. DO NOT submerge or immerse the device in water or other liquids as it will damage the device.
36. How do I store my Neubac?
Neubac should be stored in the storage box included with your device. If the device is being stored for a short time between uses and the gel pads are still applied to the device, the green protective liners should be applied to the gel pads before storage. If the device will be stored for a long period of time, the 2 AAA batteries should be removed from the main device.
37. Is Neubac an eligible expense for my Flexible Spending Account (FSA)?
Since Neubac is an Over-The-Counter (OTC) medical device and FSA plans may vary, a prescription by your doctor may be required before Neubac would be an eligible FSA expense. You should consult your FSA plan administrator to determine if Neubac can be an eligible FSA expense.