Help centre
FAQs & contact
Shipping, returns, billing, and what is actually in the box. A person replies to every email within one business day.
Ordering
Is the price on the page the price I pay?
Yes, for the product itself. Every price shown on this site is the amount charged for that item. At checkout you will additionally see a shipping line — $9.95 on physical orders under $158.00, free from $158.00 — plus any applicable sales tax, and the optional VIP Delivery Package at $14.95 if you choose it.
Will I be enrolled in a subscription?
Not unless you ask to be. Every package on this site is a one-time purchase with one exception: the Comfort Balance Monthly programme. If you buy the Comfort Balance Monthly Starter at $49.00 we show you a confirmation box offering the recurring Comfort Balance Monthly Refill. The refill is not sold separately. Nothing recurring is added unless you click to accept it, and it is never pre-selected. The first collection ships with that order; after it, the recurring charge is $106.95 per month ($97.00 plus $9.95 shipping) and you can cancel at any time.
Can I change or cancel an order after placing it?
If the order has not shipped, yes. Email support@novabalanceproducts.com with your order number as soon as possible. Once a parcel is with the carrier it has to be handled as a return instead, which is free and open for 60 days.
Do you ship outside the United States?
Checkout currently accepts United States, Canada and United Kingdom addresses. International orders may be subject to import duties set by the destination country. Those are the recipient’s responsibility and are not collected by us.
Shipping & delivery
How much is shipping and how long does it take?
Shipping is $9.95 on physical orders under $158.00 and free on orders of $158.00 or more. Digital products carry no shipping charge. Physical orders leave our Sheridan, WY facility within one business day and typically arrive in 2–3 business days.
Do the packages ship as one parcel?
Yes. Each Comfort Essentials, Flexibility Support and Rest and Routine package is packed together in one box under one tracking number. Every item inside keeps its own full-size packaging.
How are the heated wraps and wellness products packed?
Heated recovery wraps ship folded in protective packaging with their controller and printed directions. Cooling Comfort Gel and Daily Wellness products arrive sealed with their ingredient panels. Supports, massage tools, masks and tumblers ship in their retail packaging.
Will I get tracking?
Yes. A tracking number is emailed as soon as the carrier scans your parcel, normally the morning after you order.
Returns & refunds
What is the returns policy?
Sixty days from delivery, opened or unopened, for any reason. There is no restocking fee and you do not need to explain why. Email us and we will send a prepaid label. The full terms are set out in our Return and Refund Policy.
Can I return a partly used balm?
Yes. If a Cooling Comfort Gel did not suit you, send back what is left within the 60-day window and we will refund it in full.
Can I return a whole package?
Yes. Packages follow the same 60-day window as individual items. Send back the package as a whole rather than part of it, and we refund the price you paid.
How long does a refund take?
We issue the refund within one business day of the return arriving. Your bank then takes a further 3–10 business days to post it, which is outside our control.
Products
Are these medical devices?
No. The heated wraps, compression supports, reusable gel packs, massage tools, eye masks and tumblers are general wellness products. They are not medical devices and are not intended to diagnose, treat, cure or prevent any disease or condition.
What is the difference between the compact and full-size heated wrap?
The compact wrap is the smaller, easy-to-store version used in the Starter, Standard and Complete packages. The full-size heated recovery wrap is used in the Essential, Value and Premium packages and covers a broader area. Use either only as directed.
In what order should I use everything?
Begin with a short, comfortable heat session. Use a massage roller or therapy ball gently if included, then bring the routine down with cooling, hydration and rest essentials. Always follow the individual product directions.
Is there anyone who should not use these?
Stop using any product if it causes pain, irritation or discomfort. Check with a qualified healthcare professional first if you are pregnant or nursing, are recovering from an injury or surgery, have a circulatory or nerve condition, or take prescription medication. Seek professional advice for pain that persists.
Billing
What will appear on my statement?
The descriptor reads NOVA BALANCE PRODUCTS followed by our support number, so the charge is identifiable at a glance. If you see a charge you do not recognise, call us before your bank — we can usually resolve it in one call.
How does the monthly charge work?
Only if you have accepted the Comfort Balance Monthly programme. The Comfort Balance Monthly Starter is a one-time $49.00 charge. If you accept the enrolment offer, the first collection ($97.00) is charged with that same order. After it, the recurring charge is $106.95 per month ($97.00 product price plus $9.95 shipping), beginning 30 days after enrolment and repeating every 30 days until you cancel. To stop the next charge, contact us at least 48 hours before your next billing date — support@novabalanceproducts.com or (800) 707-9928. There is no cancellation fee.
Do you store my card details?
No. Card details are passed directly to our payment processor over an encrypted connection and are never written to our systems. There is no stored card to charge again.
Which payment methods do you accept?
Visa, Mastercard, American Express and Discover.
Contact us
support@novabalanceproducts.com
Replied to within one business day.
Phone
(800) 707-9928
Monday to Friday, 9am–6pm Mountain Time.
Postal address
Nova Balance Productsnovabalanceproducts.com
30 N Gould St Ste R
Sheridan, WY 82801
United States
Returns
Email first for a prepaid label — please do not post an item back without one, or we may be unable to match it to your order. See the Return and Refund Policy.