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SHIPPING

How much will shipping cost?

Domestic: $10 inc GST to any Australian courier delivery address

International: Sorry we do not sell TENS outside of Australia

How will my items be shipped?

We use Australia Post tracked courier delivery service ex Sydney

When will my order arrive?

You’ll receive an email with tracking information once your order has been processed by our shipping department. Typically orders are processed same day.

Aus post tracked service gives a guideline of 2 plus working days to metropolitan delivery points within Australia

Can I ship to a PO Box?

Yes we can ship to either PO Boxes or physical delivery addresses

WARRANTY CLAIMS, RETURNS & REPLACEMENTS

Is my product under warranty?

The TENS device is covered under a one year warranty, and the TENS Wings are covered under a 6 month warranty, against all manufacturer defects. If you encounter a problem, due to a defect in workmanship or materials, please contact us immediately.

Unfortunately, we are unable to warranty against damage due to drops, falls, or misuse. This includes operating the TENS counter to the user instructions, guidelines, and tips. However, if you contact us with the details of your situation, we may be able to provide a product replacement at a discounted price.

  1. This warranty covers the product when used for its intended purpose only.
  2. This warranty does not cover problems caused by normal wear and tear, abuse or accidents.
  3. If an identical replacement TENS is not available, we may replace it with a comparable colour and/or style.

How do I file a warranty claim?

1. Call or email our customer service. We will troubleshoot the issue and may be able to help solve your problem on the spot. If not, we will provide you with a return authorization.

2. Securely package your vessel for shipping

3. Include the following information inside your package:

  1. An explanation of the defect
  2. The date and location of purchase
  3. Your daytime phone number, mailing address and e-mail address
  4. The return authorization (RA) number

4. Ship your vessel using a traceable shipping method to:

iTENS
PO Box 1689
Crows Nest
NSW 1585

5. Once received, our returns department will inspect the vessel. If the problem is due to a manufacturer’s defect, we will repair or replace it at no charge. If the problem is not found to be a manufacturer issue, we will contact you before taking any further action.

DEVICE MAINTENANCE

How do I charge my TENS?

The TENS arrives with the device magnetically installed into the wings. Remove the TENS from the wings with a twist and pull.

Place the TENS device into the docking station, lining up the small gold prongs on the dock with the indentations on the TENS device. The docking station will magnetically lock the device into place.

The docking station uses the USB cord to charge.

What kind of battery does my TENS use?

The TENS device uses an energy efficient rechargable lithium-ion battery.

How often do I have to charge the battery in my TENS device?

The lithium-ion battery will last for approximately 24-36 hours before needing to be charged, depending on the intensity.  The charge time requirement will be around 2 hours.

How do I clean my TENS?

TENS Gel Pads are single person use. The TENS will accumulate some gel pad residue on the silver area on the wings as you peel the gel on and off. Periodically it is good to remove this gel residue by wetting the wing, and rubbing the gel off with a paper towel.

To clean the device, use a damp cloth to wipe it down. Damage to the device will occur if it is submerged in water or other liquids. The TENS is manufactured with water detection technology to detect exposure to water that may cause damage to the electronics and void the product warranty.

How do I store my TENS?

TENS should be stored in the zip lock poly bag included in the kit so that the gel pads do not dry out. Always keep the gel pads covered with the clear plastic film and stored in a zip lock bag for their longest lifespan possible.

TENS TREATMENT

What is the most effective placement for the TENS unit?

To achieve the best results with your TENS therapy device, start by placing the device directly over or around the painful area. For best results, you may need to vary the placement of the electrodes with alternate placement patterns such as above, below or around the pain point. When using the TENS to treat the wrist or ankle, make sure the device is placed lengthwise, as a wrap around may be too sharp of a contour.

How long does it take for TENS treatment to produce results?

Some people’s pain is relieved immediately whilst others need a little longer to warm up to the stimulation. Likewise, some people experience pain relief only when the device is on, and others experience lasting relief even when the device is off. It will take some experimentation to find the best setting and placement site for your unique pain condition.

When can TENS treatment be administered?

TENS can be administered any time of day or night. It is recommended that TENS not be used while sleeping. Movement during sleep may cause electrodes to come off or be pressed into the skin, causing skin irritation or treatment jolts.

Does TENS treatment have any risks or side effects?

Unlike surgery or prescription drugs, TENS is virtually risk free from injury, side effects or addiction. The low-volt electrical current delivered by the electrodes only penetrates the skin to the level of the nerve fibers, usually only one to two inches. This poses no danger to most individuals. However, those with cardiac conditions and/or pacemakers, and pregnant women should consult their doctors before using TENS. TENS can cause skin irritation to those with sensitive skin, allergies and/or those who over use the device without proper rests. Do not use when you drive or operate heavy machinery. Do not use TENS on your head (neck down only).

ORDERING

How do I pay for my order?

We utilise SSL technology to encrypt all transactions. No personal information can be seen or intercepted by a third party.

We accept either Mastercard or Visa as payment methods via this website.

If we are unable to process your credit card, please check to ensure you entered the correct card number, expiration date, security code.

SETUP & USAGE

How do I setup my TENS?

There are two main steps in setting up and pairing your TENS device: making the device discoverable and linking to the app.

1. Press and hold center button for 3 seconds to place device in discoverable mode. The LED light will begin flashing on the device which means discoverable mode is active. Bluetooth must be turned on in your smartphone settings to pair with device.

2. From the app, press the chain link icon on the home screen to search and pair with all available TENS devices. If you are using more than one TENS, select all located devices when pairing. A solid light on the device indicates that the app and device have been successfully paired.

Do I have to pair/sync to my app every time?

No, you should not have to pair the TENS device to your app with every use. Make sure that once the device is paired, you use the on-app screen to control the device, including turning the device on and off. Center button acts as an hard reset/pairing button, do not use the button on the device to turn it off, or it will reset your pairing settings.

Can I use the device without the app?

Yes, but you will not have access to the same amount of variations as using the app. The manual operation of the device will give you access to one basic program and does not provide the options available on the app. When using the maual operation option the unit will default to the last setting used. The area above and below the center button can be used for manually controlling the intensity increase/decrease. The area above increases the intensity and the area below decreases the intensity.

How do I download the app?

Search Google Play or The App Store for “TENS”.

Why is the LED blinking?

It is either in pairing mode or it means you need to charge your battery. The blinking red indicates low battery.

GEL PAD INFORMATION

Do I have to use the gel pads?

Yes, the TENS device can only be used with the gel pads designed specifically for the TENS. Failure to do so can result in skin irritation or burns. Do not attempt to use the device without gel pads.

Where can I buy new gel pads?

In some cases, you can purchase new gel pads from the same retail outlet that you purchased your TENS device or you can also purchase directly from TENS.com.au

How many times can I use the gel pads?

The gel pads can generally be used for 10 sessions or more. Beyond this point, the quality of stimulation will diminish. To enhance the gel pad stickiness, dab a few drops of water onto the gel to re-hydrate the gel pad. Dry it before applying to the skin.

Excessive oil, moisturizers, and perspiration will affect the gel pads’ ability to adhere properly. You should always clean the treatment area with soap and water, and trim excessive hair before applying your TENS to ensure optimal adhesion. The number of uses you can gain from the gel pads will vary, primarily due to skin preparation.

Humidity vs. dry climates can also affect lifespan, as well as proper storage of the gel pads, which is very important.

How long will the wings last?

The wings should last for 6 or more months, however, it really depends how much or how little you use your device. Wings will begin to show wear and tear after a multitude of uses. Once the wings get really worn, you will begin to notice the intensity is not as effective and sensation of stimulation has severely weakened. At this time, we advise replacement of the wings.

SAFETY & USE

Can I use TENS if I am pregnant?

No. The safety of nerve stimulation has not been established during pregnancy; therefore do not use this device if you are pregnant, or suspect that you are pregnant. TENS is commonly used during pregnancy but the safety has not been established. You may choose to consult with your doctor in relation to this.

How long can I wear my TENS device?

TENS can be worn every day. The device does not have to be removed between stimulation treatments, but it is recommended to take rests between therapy stimulation sessions and to check the skin under the pad periodically for redness. If redness does not go away after a couple hours of having the electrodes off, then you may have a mild allergic reaction to the gel. Discontinue use of the TENS. It is not recommended to use the TENS while sleeping.

Can I use the TENS in hot and humid conditions?

Hot and humid conditions can affect the adhesion of the TENS gel pads, so care should be taken in such conditions. Heat and humidity will not affect the operation of the device.

Can I wear my TENS device while driving?

No, the TENS should not be worn while driving, operating heavy machinery, or any other activity in which electrical stimulation can put you at risk of injury.

Can I wear my TENS device while working out?

Sweat and strenuous activity can dislodge the electrodes from adhering to the skin, so it is recommended that treatments ensue before or after such activity.

Can I share my TENS with someone else?

TENS gel pads are single person use and should not be shared between people. The TENS device can be used by other people with proper cleaning of the device and new gel pads applied.

Can I use the TENS on my head?

Do not use TENS on your head (it is for use from the neck down only).

© Tens Australia - Web Design Australia - Do not rely upon upon this website for medical information. TENS machines are intended for use after medical diagnosis, as part of a pain management plan or an injury recovery program.