ThePainFreeStore.com - Customer Care Center

Welcome to the Customer Care Center at ThePainFreeStore.com. We have listed the most frequent questions we received from our customers. If you still cannot find what you're looking for, contact Customer Care and send us your question.

HOW TO CONTACT US:   Mailing Address:   ThePainFreeStore.com 13 Main Street Robbinsville,  NJ 08691           Phone:   1-800-243-2603(Mon-Fri 8am-5pm EST)           Fax:   (609)259-3632           Email:   CustomerCare@ThePainFreeStore.com

What is the status of my order?

To check the status of an order that you have already placed, please click on the Order Status link under Customer Service on the lower left side of the home page.

When can I expect to receive my backordered item?

Backordered items usually ship within 10 days of the original date of purchase. In some cases, depending on the season and manufacturer, backordered items can be out of stock longer than 3 to 4 weeks. If an item is on backorder for more than 10 days it is typically because the manufacturer is out of stock and everyone is unable to receive new shipments of the particular item. Once an item has been on backorder for 30 days, it will be canceled. We do not want you to be surprised by charges from an old backordered item that come back into stock after such a long wait. We will email you to remind you that the item(s) has(have) been cancelled and to see if there is a suitable substitute you would rather have.

Shipping your items promptly is our top priority. We understand that you are having pain and a 30 day wait would not be acceptable. Large orders with backordered items will have all principal items shipped immediately. Your remaining items will be placed on back order. What does this mean? If you order a five items and only 4 are in stock, everything that is in stock
will ship immediately and the out of stock item will be placed on backorder.

Backordered items will be subject to additional shipping charges over and above the original amount quoted at the time of placing your order if the order is shipped in two shipments. If you would like to substitute a backordered item, please contact Customer Care.

How do I make a change to my order or cancel an order/item?

To ensure order changes or cancellations are implemented before your order is shipped, it is imperative that you call or email Customer Care as soon as possible.

What do I do if my order did not arrive?

1) Make sure you have tracked your package and it is showing as being delivered.
2) Call UPS at 1-800-PICK-UPS. If you were not home and a signature is required on your package, then the driver may have left a note with instructions.
3) Email our Customer Care Department for further assistance.

What do I do if I am missing parts from a particular item?

We try to have our item descriptions as up to date as possible. However, every now and then, manufacturers will change what is included with their items. If you find that a part is missing from your item, please contact our Customer Care Department for assistance. If the missing part was supposed come with your item, we will do our best to work with you and the manufacturer to get the missing part. Often times, we do not stock the individual parts of items we carry. In that case, it will be faster to get the part from the manufacturer.

An item is missing from my shipment.

1) Please log into your account and verify that the missing item is not on backorder
2) If the item was shipped, according to your account, it is very important to contact Customer Care immediately to start an investigation.
3) Missing item claims must be filed within 24 hours of receipt of your package.

How do I use a coupon?
To use a coupon code, follow these easy steps:
1) Add your items to the cart
2) Enter your code in the coupon code field and click the "Apply" button.
3)The appropriate adjustments will be made to your order and you can continue with the checkout process as normal.

Merchandise must be returned complete with all of the original manufacturer's packaging, manual(s), blank warranty cards, miscellaneous parts and accessories. Incomplete returns will be subject to additional charges at our discretion. Any item whose original packaging is clear heat-sealed plastic may not be returned once opened, no exceptions.

Inspect your products immediately upon receipt. No returns or exchanges will be accepted after 15 days from the date on the invoice. All returned merchandise will be charged a 15% restocking fee. We will waive the restocking fee if merchandise is being returned for e-store-credit. Shipping charges are not refundable. If multiple items are purchased with a discount or sale promotion, any items returned are subject to credit minus the original discount value on items not returned.

An RMA (Return Merchandise Authorization) number must be obtained by emailing Customer Care before any item will be accepted for return. The RMA number must be CLEARLY indicated on the package being returned. Packages without a valid RMA code will be refused. Do not use the item's packaging as the shipping box. Items sent back with writing or shipping labels on the outside of its package will be sent back to you.

When returning items, use a traceable carrier (UPS, FedEx, etc., ), insure the package, and retain the tracking information for your protection. ThePainFreeStore.com is not responsible for any missing, lost, or damaged package. Return shipping fees are not refundable.

Any item that is returned and does not meet these criteria will be sent back to the customer. Packages refused will be subject to a 50% restocking fee minus all shipping charges.

What forms of payment do you accept?

ThePainFreeStore.com accepts American Express, Discover, MasterCard, Visa and Paypal.
All orders must be paid for in U.S. funds only.

When will my credit appear on my account after a return?

Your credit card will be credited within 1 to 2 business days following the day we receive the returned item(s).


How do I get a copy of my invoice?

All customers can access any order placed with ThePainFreeStore in the "My Account" section on the Home Page. If you login to your customer account and view your order history, you will be able to view and print all orders you have made with us. If you need any assistance accessing your account, please email our Customer Support Department.


Must I pay sales tax?

Sales tax must be collected if the item is being shipped to an address in New Jersey. Otherwise, no sales tax is required.


I have a question about charges on my credit card?

If you have any questions about charges on your credit card, please contact our Customer Care department.


Our Price match policy

If you find any of the products we sell for less on another website, email us the link and we will match that price! We guarantee to never be undersold!

* Only valid if you email us the link of product, site, and it is the same model. Please email your match price to Customer Care to verify a price match before check out.


What if the price of my item drops after I order it?

If the price of an item you have purchased drops on our website within two weeks of the shipping date, please contact our Customer Care Department. We will issue an in-store credit in the form of a gift certificate for the difference in price. You must contact us within the two-week window to be eligible for this credit.

All shipping estimates are calculated from the original shipping date and not the date your order was placed.

UPS Ground is the standard domestic shipping service to the 48 contiguous states. Estimate delivery times using 08080 Zip Code as the package origin. ESTIMATED arrival in the Eastern U.S. is 1-2 business days. The Midwest U.S. ESTIMATED arrival time is 3-4 business days. ESTIMATED arrival time in the Western U.S. can expect arrival in 5-6 business days.

Orders upgraded to Three day, Two day or Overnight Shipping are USUALLY shipped the same day if received before 10PM Pacific Standard Time. Orders received after Noon PST may not be shipped until the following business day. ThePainFreeStore.com's business days are Monday thru Friday. Your guaranteed shipping time for upgraded shipping is calculated from the time your package leaves our warehouse. Therefore, ordering an item using Three Day Select on a Friday afternoon means your item will most likely be processed and shipped Monday, which should indicate a delivery time of that upcoming Thursday.

ThePainFreeStore.com will not guarantee the delivery time of any order. Shipping costs will not be refunded for delayed deliveries. Deliveries can be delayed for any number of reasons. Most delays are due to weather conditions. Plan orders and choose payment options appropriately. Listed above are the standard recommended services. You may select any UPS shipping service that best suits your needs. Select the service that will ensure that you will receive the order at least 2 business days in advance to the needed time period.

A UPS tracking number will be sent to you via email once your order has been shipped.

Items that require special handling

Certain items can only be shipped via ground and will be listed as part of that items information.

Is a signature required for my package?

Please make a note in the order if you would like the package to be left without a signature.


What is the free shipping policy?

ThePainFreeStore.com offers free shipping on all internet orders with products totaling $150 or more and shipped via UPS Ground! Free shipping. Offer good on web orders only shipping the 48 contiguous U.S. states. Must use coupon code PAINFREESHIP at checkout.


I received someone else's order.

In the event that you receive someone else's order, please contact our Customer Care for an Return Authorization (RA) number to return the items. Please make sure not to open any items.

Is your checkout process secure?

Yes, our checkout is secure. ThePainFreeStore.com is concerned with keeping the information you submit to us secure and private. We want to provide you with a fast and easy purchase process. We can accept credit card payments and provide you with the safety and comfort you demand when ordering on the Internet. ThePainFreeStore.com offers you the advantage of placing your order online using secure servers and encryption. Your purchases, credit card information, and personal data are encrypted and secured through a link to our commerce server. During the completion of your order, you will be linked from our web pages to customized screens on our secure server. Your information is encrypted during its trip across the Internet to prohibit viewing by a third party. So now you can enjoy the benefits of shopping with us knowing that you are safe in our hands, and protecting your identity matters to us.

What is your privacy policy?

Your privacy is very important to us and we have dedicated an entire page to telling you about it! Click here to view our Privacy Policy.