Customer support
Contact us
Most questions are answered below. If yours isn't, send us a message and a person will reply within one business day.
Track your order
Every order ships with Track & Trace. Enter your order number and email to see where it is right now.
Track order →Returns & the 100-day guarantee
Not happy with your results? You have 100 days from delivery to send it back for a full refund.
Read the refund policy →Email us directly
support@valeronnorth.com - replies within one business day, Monday to Friday.
Open email →Send us a message
If it's about an existing order, include your order number - it's in your confirmation email. That lets us answer properly the first time instead of writing back to ask.
Questions we get most
Where is my order?
Orders placed before 3pm AEST on a business day are dispatched the same day. You'll get a tracking link by email as soon as it leaves the warehouse - check your junk folder if it hasn't arrived within 24 hours.
If tracking hasn't updated for more than three business days, email us with your order number and we'll chase it with the carrier.
How long does delivery take, and what does it cost?
Standard shipping across Australia is $4.95 and includes Track & Trace. Orders over $100 ship free, which covers the Full Recovery Pack and the Share & Care Pack.
Most orders arrive in 5-8 business days, and we allow up to 5-7 business days. Remote and regional addresses can take a few days longer.
Can I change or cancel my order after placing it?
If it hasn't shipped, yes - email us straight away with your order number and what you'd like changed. We dispatch quickly, so the sooner you write the better.
Once it's on the way we can't recall it, but you're still covered by the 100-day guarantee below.
How does the 100-day guarantee work?
Use the plate properly for up to 100 days from the day it arrives. If your swelling hasn't improved, email us and we'll refund what you paid - including if you've used it. We don't ask you to prove anything.
You'll get return instructions by email. Refunds go back to the card you paid with, usually within 5-10 business days of us receiving the item.
How do I return something?
Email support@valeronnorth.com with your order number and we'll send a return address and instructions. Don't post anything back before you've heard from us - unannounced returns are hard to match to an order.
My plate won't switch on, or it arrived damaged
Tell us your order number and what's happening - a photo or short video helps. If it's a fault we'll replace it; we won't ask you to send a broken unit back at your own cost first.
The Lifetime Warranty add-on at checkout ($9.95) extends that cover for as long as you own it.
Do you have a phone number?
No - we're email only, and we'd rather say that plainly than list a number nobody answers. It's a small team, and email means your order details, photos and history stay in one thread instead of being re-explained each call.
Every message is read by a person and answered within one business day, Monday to Friday.
Always read the label and follow the directions for use. This device is not intended to diagnose, treat, cure or prevent any disease. Individual results may vary. If you have a pacemaker or implanted defibrillator, are pregnant, or have a diagnosed circulatory condition, speak to your doctor before use.