Frequently Asked Questions

Are DR-HO’S devices drug-free?

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.

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 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.

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.

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.

How does the 100-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 (1-877-374-6669) to obtain a return authorization number first. Please include the following when returning your product to us:

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 Money Back Guarantee, no questions asked. Today, more than 20 years later, the offer still stands with our 100-day Satisfaction Guarantee. 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.