WARRANTY & RETURN POLICIES

Device Registration


To register your HiDow device, go to “Device Registration Page” and fill out the Registration Form.
Once submitted, you will receive a confirmation email with all your information.
If you spot a mistake in that confirmation email, please contact us here, and we will make all the necessary changes.

Warranty Service


If you are having operation issues with your HiDow device, please view our Troubleshooting Guide.

You can also reach us via email at info@hidow.com.

If you wish to speak to our St Louis Customer Care Team Member, please contact us at 314-569-2888. Our hours are 9 AM to 5 PM Central Time Monday – Friday. We are closed on weekends and Federal Holidays.

Standard Term, 2 years:

The warranty covers defects in materials and workmanship under normal use for 2 years from the original end-user purchaser’s date of retail purchase (“Warranty Period”). If a defect arises and a valid claim is received within the Warranty Period, HiDow will either repair the defective unit or exchange the product with a new product or which has been manufactured from new or serviceable used parts.

Lifetime Warranty (awarded by a VIP Card):

  • covers the battery, channel ports, buttons, and device integrity under normal use.
  • does not cover accidental damage, such as screen damage, charging port damage, water damage, loss, etc. 

Other important terms:

  • Parts of consumable nature, such as pads, wires, and cables are not covered under the warranty.
  • We will replace your device with the same model you originally purchased or an equivalent.
  • A nominal processing fee may apply to all warranty claims.

Territory: Our Manufacturer’s warranty applies to the US and Canada only. If you reside in a different country, we will do our best to help you replace your device, so we encourage you to contact us via email, and we will work with you on a solution.

Please note that a shipping charge may apply to your warrantied device, as we are only able to offer free shipping to most claims within the USA with a 1-2 week delivery window. Expedited options are available for an extra charge. A shipping charge will apply to all non-US addresses, including Canada. We apologize for any inconvenience caused.

The only way to be sure that you are buying a genuine HiDow stimulator unit is by purchasing from an authorized HiDow retailer.
Many counterfeit dealers are trying to sell poor-quality fakes posing as genuine HiDow TENS/EMS stimulator devices.

Unauthorized dealers have been known to use the HiDow logo and product photography without our consent, making it difficult to distinguish an authentic HiDow product from a fake.
These counterfeit products are not approved by the FDA and may present a consumer’s health and safety risk.

Our warranty does not cover any product obtained from an unauthorized dealer, and purchasing from these companies may put you at risk of credit card fraud and identity theft.

Sales from Amazon, eBay, or a 3rd party site are not authorized.

HiDow is a registered trademark.

Unauthorized Marketplaces & Counterfeit Products


I found a website that sells HiDow products. How do I know if it’s legitimate?

The website probably isn’t legitimate if you are reading this. An increasing number of websites copy our site and its images and then set up a page that mimics the look and feel of hidow.com. These sites are most likely run by unauthorized sellers or scammers who may charge your credit card and then either: send you nothing or send you an unwarrantied, possibly previously opened and tampered with HiDow product. 

How to tell if a website selling HiDow product is legitimate:

  • Is the URL suspect? Hidow.com, outlet.hidow.com, and subscribe.hidow.com are the only online Hidow stores. Any URL outside of these 3 are fake.
  • When in doubt, we can help you out! Email us at info@hidow.com to confirm the authenticity of the product you are considering purchasing. 

Already bought a counterfeit product or did not get anything after your card was charged?

Please report the site to us at manager@hidow.com, so that we can work to get the site taken down.  If your request or inquiry relates to Counterfeit Products and/or Unauthorized Marketplaces, we will respond to you soon.  If not, please contact Customer Service by emailing us at info@hidow.com

It’s probably not too late to get your money back by disputing the charges with your bank or credit card company. Keep in mind that you should provide as much information as possible, such as:

  • Proof of purchase (email or paper receipt/invoice)
  • Proof of your attempt to return the fake product for a refund
Where can I find authentic HiDow products?

Authentic HiDow products are available at hidow.com, at our HiDow Authorized Retailer locations. When in doubt, we can help you out! Email us at info@hidow.com to confirm the authenticity of the product you are considering purchasing.

Fraudulent ads on eBay, Facebook, and Instagram

There are fraudulent ads and listings on eBay, Facebook, and Instagram offering counterfeit or unauthorized HiDow products. They might be a credit card scam, or previously unauthorized and not covered under our standard 2-year or lifetime manufacturer warranty (VIP card). Do not buy from these sources. We are aware of the issue and are doing everything we can to shut them down. 

Please send us a screenshot too and, if possible, the counterfeit domain. We need to report this information to Facebook/Instagram so they will remove the scam ads. Please email this information to manager@hidow.com.

 To ensure your purchase is legitimate, be sure to visit hidow.com or email us to find an Authorized Retailer in your area. 

I found a HiDow product on an auction site, flash sale site, or in a brick-and-mortar discount retailer. Is it authentic?

HiDow prohibits its authorized dealers from selling on online marketplaces like ebay.com, overstock.com, and walmart.com as well as in brick-and-mortar discount retailers like Costco and Sam’s Club. HiDow cannot assure that products you buy from these platforms or in these stores are authentic.

Online marketplaces and auction sites like ebay.com, walmart.com, or others that host third-party sellers usually do not guarantee the authenticity of the products on their sites. We regularly find counterfeit hidow products on these marketplaces—even listings that use our images and product copy and otherwise look legitimate to the online customer.

Your best bet to get authentic hidow products is to buy from hidow.com, or from one of our authorized wholesale dealers, which you can find by emailing us at info@hidow.com

Returns & Cancellations Policy


We understand and appreciate that when you are purchasing our products, you are making an investment. For this reason, we have created what we hope is a return policy that strikes the right balance between flexible and sensible.

  • Purchases from trade shows, mall kiosks, or retail stores

HiDow retailers are individually owned and operated. If you purchased a device from a trade show, mall kiosk, or retail store, please contact that retailer to check their return/refund policy. Your retailer’s contact info can be found on the receipt. As the manufacturer of the product, we are more than happy and ready to take care of all your service and support needs to ensure a great user experience.


  • Purchases from www.hidow.com for HiDow Branded Products: we can accept select returns for purchases made directly from www.hidow.com.

We will gladly replace any damaged or defective items immediately and will cover the cost of shipping the damaged or faulty product back to us, if necessary. Please email customer service as soon as possible at info@hidow.com in the event you receive damaged or incorrect products.

You can return new, unopened items in the original packaging within 30 days of your purchase with receipt or proof of purchase

Items that qualify for our 30-day return policy: Unopened HiDow Branded products within 30 days of purchase: merchandise must be in its original condition.

Items that are not returnable/refundable: opened, used Items, PPE, and all items marked as final sale.

If you chose to return an item from an order that qualified for a promotion, such as a gift with purchase, a discount, or free shipping, the value of that promotion will be removed, causing a deduction in the refund amount. If returning an item that qualified you for a “gift with purchase” offer, please return the promotional item as well, to avoid the value of the item being deducted from your refund.

For all returns we receive that exceed the 30-day limit, we reserve the right to deny a refund, to partially refund, or issue store credit, at our discretion. For that reason, we strongly encourage you to email us at info@hidow.com before returning the product for a refund, to make sure you are eligible. All Clearance Item sales are final.

To start a return request, please send us an email to info@hidow.com to notify us of your intent to return an item or items. Please include your name and order number, the items you plan to return, and the reason for the return. Original shipping charges will not be refunded. A restocking fee may apply to select products.

If 30 days or more have passed since your purchase, we cannot offer you a refund, only an exchange or store credit. Upon receipt of the returned item, we will thoroughly examine it and notify you via email within a reasonable period whether you are entitled to a return. A restocking fee will be applied.
If you are entitled to a return,  a credit will automatically be applied to your original method of payment. Again, this will only apply to purchases made from www.hidow.com


Purchases from www.hidow.com for Swedish Posture Products: These items are considered undergarments and thus can only be accepted for returns and exchanges within 15 days of delivery if in a new and unopened condition. That includes all tags, labels, and packaging. A restocking fee may apply. Otherwise, we cannot accept this item.


Cancellations:

Once an order has been processed through our website, we are unable to cancel orders. Should you no longer wish to receive your order, please contact us at info@hidow.com. Your order will be treated as a return, subject to the return policy stated above, including the potential delay in processing. If the order has been shipped, you will be responsible for the cost of returning the package to us, as with any return.


*** INTERNATIONAL CUSTOMERS ***

It is the buyer’s responsibility to provide a correct address. Once the order is marked as processing, we cannot make any changes to the address.

Please note that once the item has left the US and is in the destination country according to the tracking number scan, we cannot guarantee local delivery. If, for some reason, the item is returned to us as “unclaimed” or “address is incorrect” or another reason that is out of our control, we will not be able to refund the shipping charge. To have your item reshipped, we will need to collect the international shipping charge again. We apologize for the inconvenience and encourage you to email us before placing the order.

The buyer is responsible for import taxes, customs duties, clearance, and communication with the local authorities and delivery service to the final address.