FAQ
Find answers to frequently asked questions here. Our goal is to provide you with the best possible support throughout your Santéa™ experience.
📦 ORDERS AND SHIPPING
What is the processing and delivery time?
We prepare and ship your orders within 24 to 72 hours (business days). Once in transit, delivery typically takes 3 to 9 business days , depending on your location.
How can I track my parcel?
As soon as your order is shipped, you will receive an email with your tracking number. You can track your package's progress in real time on our dedicated tracking page .
Note: If you haven't received anything after 5 days, please contact us.
The tracking says "Delivered" but I haven't received anything. What should I do?
Check with your neighbors or in discreet locations around your home (parcel box, concierge). If the package remains missing after 48 hours, contact our support team so we can open an official investigation.
Address error: can I change it?
Contact us immediately . If your order hasn't yet been shipped, we'll make the change free of charge. Once the package has been handed over to the carrier, you'll need to contact them directly.
Why is my tracking showing no information?
It can sometimes take 2 to 5 business days for the carriers' systems to synchronize. If nothing appears after 5 days, please contact us.
RETURNS AND REFUNDS
How does the 365-day guarantee work?
At Santéa™ , we are confident in the effectiveness of our solutions. If, after regular use, you do not experience relief, you have one year (365 days) to request a refund. See our Refund Policy for details.
Are the return shipping costs my responsibility?
Yes, standard return shipping costs are the customer's responsibility. However, if your product is defective or does not conform to the order , you do not need to return it: we will ship you a free replacement at our expense.
What should I do if my product breaks down?
Contact our customer service department with a description of the problem and, if possible, a short video. If the defect is confirmed, we will proceed with an immediate standard exchange.
Can I return a product that has already been opened?
Yes. Our 365-day performance guarantee allows you to try the product in real-world conditions. If you don't get the results you expect despite using it correctly, you can return it.
What is the refund timeframe?
Once your return has been received and verified by our teams, the refund will be issued to your original payment method within 2 to 7 business days .
Can I cancel or modify my order?
To guarantee ultra-fast shipping, we process orders almost instantly. You have 2 hours after purchase to request a modification or cancellation. After that, we can no longer guarantee delivery of the package.
USAGE AND TROUBLESHOOTING
My device is not heating up or massaging properly. What should I do?
Before contacting us, please check the following points:
- Use a powerful power adapter ( 5V/3A output or higher).
- Test the device on another outlet or with an external battery (Powerbank).
- Check that all connectors are firmly pressed in.
If this does not resolve the issue, send us a video for personalized assistance.
Does the device need to remain plugged in to function?
Yes. The Orthozen and Rhumatozen models are designed without an internal battery for two main reasons:
- Maximum safety: Avoid having a high-capacity battery under your head or back during heating.
- Constant power: Ensures the massage never weakens.
Note: Press and hold the mode button for 5 seconds to turn it on.
What is the recommended frequency of use?
Our devices are safe for daily use. We recommend sessions of 15 to 30 minutes maximum per day to avoid overstimulation of muscle tissue.
Any other questions?
Our team is available 7 days a week by email at: contact@santéa.com or via the contact form.