Frequently Asked Questions
- Product information
- Orders & Shipping
- Route Package Protection
- Returns & Exchanges
Are DR-HO’S products safe?
DR-HO’S electrical stimulation devices are pain relief medical devices that are FDA cleared and authorized by Health Canada and are completely safe to use. It is, however, not recommended for people with pacemakers, infants, and pregnant women. For those who are epileptic or if you have any concerns with a specific medical condition, we always recommend you consult with your doctor or healthcare practitioner.
Are DR-HO’S devices drug-free?
Yes, DR-HO’S electrical stimulation devices are completely drug-free solution to help you manage your pain and can be used in combination with your medications. They do not require any over the counter or prescription drug supplements in order to be effective. If you have any health concerns or are unsure about alternative therapies then it’s always a good idea to consult your healthcare provider when starting any new forms of therapy to ensure that it’s the correct solution for you.
Do I need to use gel on the gel pads?
The gel pads can be used on any body part to provide you with a comforting massage and to help relieve your pain. They comfortably conform to your body and allow the electrical stimulation to effectively relieve your pain. Simply ensure that the pads are nice and sticky before use or add some water to them before you start.
Are DR-HO’S products clinically tested?
DR-HO'S products are clinically tested to relieve pain, reduce muscle tension and spasms, increase tissue oxygenation and improve circulation. The Pain Therapy System was part of a scientific study conducted by Dr. Stuart M. McGill, Ph.D. and commissioned by Dr. Michael Ho. You can view the full study here.
Does the stimulation hurt?
The stimulation from our devices is very gentle and comfortable. In fact, the different modes in our devices feel like you’re getting a massage such as kneading, chopping, or fingers gently running over your muscles. You are in control of the stimulation and increase or decrease the intensity as you require. For best results, we recommend that the gel pads feel nice and sticky to enhance the feeling of the stimulation and when using the fabric electrode make sure to add enough of the electrode gel before using the device.
How long does it take the devices to start working?
DR-HO’S devices will start working right away. The stimulation from our devices will contract the muscles to help them relax but more importantly, help to increase circulation to relieve your pain. Remember pain doesn’t disappear overnight so for the best results we recommend that you use our devices daily at least 3-5 times a day for the best results and you will notice a difference within a short period of time.
What makes DR-HO'S devices different?
Most competing TENS machines block pain at first, but within several minutes the pain persists. These TENS machines offer a single, predictable mode of electrical stimulation. The body learns to bypass this stimulation and continues to deliver pain signals to the brain. Dr. Michael Ho worked with a team of skilled engineers to create a device that could prevent neural adaptation. All of DR-HO’S devices utilize TENS, EMS, and NMES to deliver different combinations of electrical stimulation with modulated frequencies, wave durations, and waveforms. We refer to this proprietary type of stimulation as Auto-Modulating Pulse (AMP). This means no matter how long you use a DR-HO’S device, the pain will be kept at bay. All of DR-HO’S massage modes deliver the electrical stimulation in different frequencies so the pain signals continue to be blocked. The auto-modulating waves are the key differentiator between DR-HO’S and other TENS and electrical stimulation machines available for sale.
What is AMP Technology?
DR-HO’S AMP Technology stands for Auto-Modulated Pulse. AMP Technology utilizes three different electrical stimulation modalities known as TENS, EMS, and NMES to provide a comprehensive approach to pain management. AMP takes it a bit further by providing over 300 different types of electrical stimulations that randomly change every few seconds to avoid muscle adaptation. In addition, AMP varies the intensity, waveform duration, and waveform frequencies so that you can use our device on a regular basis.
What is TENS therapy?
TENS machines are a safe, powerful alternative to harsh drugs or invasive treatments. DR-HO’S TENS machines help people experience clinically-tested pain relief from the comfort of their home. TENS machines work by sending electrical impulses to the sensory nerves that block pain signals from reaching the brain. This provides a natural analgesia in the body without the need to ingest medication or undergo manual manipulation or surgery. TENS therapy machines can help relieve pain associated with chronic and acute conditions such as headaches, migraines, neck pain, shoulder pain, back pain, sciatica, leg pain, lower limb pain, foot and ankle pain, poor circulation, fibromyalgia, joint pain, carpal tunnel syndrome, sciatica, athletic or exercise injuries and more.
Orders & Shipping
Can I have my order shipped to a PO Box?
Yes, you can have your DR-HO'S products sent to a P.O. Box. For P.O. Boxes in Canada we require that you choose either regular or rush shipping, for P.O. Boxes in The United States you may only choose regular shipping.
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How long will my DR-HO'S order take to arrive?
Orders with regular shipping will be delivered within 3-10 business days depending on how close you are located to our shipping facility. Rush shipping is also available for an additional fee are delivered within 3-4 business days.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed and track on the shipping carrier's website.
If you purchased Route Package Protection, You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
What happens if I would like to cancel my order?
Cancellations must be requested by calling Customer Care within a few hours of placing your order. Please note that we are focused on shipping your order as fast as possible, so the cancellation window is very small. Once the order reaches a certain point of the fulfillment process, we may not be able to cancel your order. But don't worry! Your order comes with a 90-Day Money-Back Guarantee, so we encourage you to try the product. You can always return it if you're not happy with the purchase.
Route Package Protection
What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Green Package Protection and looking to file a shipping issue online?File here
What is Route's Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.
How does Route Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
How Does Route Package Protection Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
When Should I File a Claim with Route?
Please see How and When to file a claim HERE.
I have Route Package Protection. How Do I File a Claim for my Lost, Damaged, or Stolen Order?
Please see How and When to file a claim HERE.
Is Route a Licensed Insurance Company?
No, Route is a post purchase experience platform backed by a reputable insurance company, SEG Insurance Ltd.
Returns & Exchanges
How do refunds work?
Once your return is received and inspected, a refund will be posted to the same credit card that was billed. All refunds are completed within 1 week of receipt of the returned item in our warehouse. If you haven’t received a refund yet, please check your tracking number to ensure that the item has been delivered to DR-HO’S. All refunds take 1 week to process. Please note that refunds will be completed via the original payment method only. If your product has been delivered and you have not received your refund, please contact DR-HO’S Customer Care at 1-877-374-6669, or email us at firstname.lastname@example.org. Please be sure to have your tracking number handy for your inquiry.
How does the 90-day Money Back Guarantee work?
It is important to note that DR-HO'S can only provide refunds for products purchased directly from DR-HO'S and not from any third-party suppliers or stores. DR-HO'S provides a 2 year manufacturer's warranty for all items purchased from registered retailers. For a prompt refund, please call our customer care line to obtain a return authorization number first. Please include the following when returning your product to us:
You will need:
1. A copy of the bill of sale
2. A short note
3. Your name, mailing address, telephone number and the method of payment that you used for the purchase.
4. We request that you ship returns using Canada Post. To protect yourself against loss or damage we recommend that you insure the product(s) for its full value. We are not accountable for packages lost in transit to us. Please be sure to keep any shipping receipts until a credit has been processed to your account.
5. Credit card refunds are normally processed within 1 week of receipt of the product at our warehouse. Check refunds may take up to 3 weeks to be processed before being mailed to you.
6. Do not send the package C.O.D. it will not be accepted. To return your product, please contact us through phone or email to obtain a return authorization number. Return authorization numbers assist us in expediting returns so that we can provide you with a prompt refund.
What is DR-HO'S return policy?
At DR-HO’S, we have a commitment to quality and to ensuring that you can try our products risk-free. We want to lead the market in durability and performance. Dr. Ho is so confident that more than 20 years ago he introduced a 90-Day Money Back Guarantee, no questions asked. Today, 20 years later, the offer still stands. If you're not satisfied with something you bought directly from DR-HO'S, simply send it back for a full refund of the purchase price, less the price of shipping and fees (if applicable). Before considering a return, we strongly recommend either contacting our customer service line or our frequently asked questions section as many issues can be resolved with just a little bit of friendly advice.
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
In both cases, the Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.