Buying From HiZoo: Shipping, Returns and Warranty Explained
HiZoo sells direct rather than through a marketplace, which means its own policies decide what happens if something goes wrong. Those policies are more specific than most, and a few clauses are easy to miss. Here is what the brand's shipping, refund and warranty pages actually say.
These terms are HiZoo's and can change. Read the current versions on the brand's site before ordering — this page is a summary, not a substitute.
Processing and delivery
- Processing: orders are processed within one to two business days, excluding weekends and holidays.
- United States: three to five business days including processing. Orders ship from California and Massachusetts, with the stated warehouse address in Lawrence, MA.
- International: seven to fourteen business days. HiZoo lists delivery to Canada, Australia, the UK, Hong Kong, New Zealand, Singapore, Chile, Mexico, Thailand, Malaysia, Taiwan, South Korea, Japan, Kuwait, Qatar, the UAE, Norway and Switzerland.
- Tracking and insurance are stated as included on all orders, with the tracking number emailed after the order is received.
The 30-day return window
HiZoo offers a 30-day return and exchange window that starts from the date the order is marked delivered — not from the order date. That distinction matters on a slow international delivery, because the clock starts later than you might assume.
To start a return you email support@hizoo.co with your order number and the reason. Photo or video evidence is required only if the item is defective, damaged or incorrect.
The clause people miss
Do not send a return to the address on your original shipping label. HiZoo states that it only accepts returns sent with an authorised return label issued by its support team. A parcel sent back to the warehouse address without that label is outside the process.
This is the single most important thing to know before returning anything to HiZoo. Contact support first, get the label, then ship.
Who pays return postage
- Defective, damaged or incorrect items — HiZoo covers return shipping.
- Change of mind — the customer pays. HiZoo states this is either the actual carrier cost or a flat $15, deducted from the refund.
So a change-of-mind return is not free. Worth factoring in if you are unsure between the two models.
Condition and missing-component fees
To be eligible for a refund the item must come back within 30 days of delivery, in good condition with no visible damage or excessive wear, and with all original components. HiZoo states that light use is fine.
Where components are missing, HiZoo lists deductions from the refund:
- Charging cable — $10
- Dust bag — $15
- Packaging — $15
- HiZoo card — $2
- Control panel — $35 (Relief Belt Pro only)
- Remote control — $35 (Relief Belt Pro only)
Practical takeaway: keep the box and everything in it until you are sure you are keeping the product. Throwing away the packaging can cost more than the postage.
Cancellations
HiZoo can only cancel orders that have not yet entered the shipping process. Once dispatched, an order has to go through the standard return process instead. Given processing runs at one to two business days, a cancellation request needs to be quick.
Customs and international orders
Customs duties, taxes and import fees are the recipient's responsibility. HiZoo also states that delays, inspections or packages refused because of customs fees do not qualify for refunds, returns or chargebacks.
That is a firmer position than some retailers take, and it means an international buyer should find out the likely import charge before ordering rather than after. Refusing the parcel at the door is not a route to a refund here.
Damaged, missing or not received
- Damaged items — report to support@hizoo.co within 30 days of delivery with clear photos or video.
- Box damage only — minor damage to the outer packaging does not qualify for a replacement or refund if the product itself is intact and working.
- Marked delivered — HiZoo states that responsibility transfers to the recipient once tracking shows delivered, and that it is not liable for packages lost or stolen after that point.
- Non-receipt claims on a parcel marked delivered must be reported within seven days of the delivery date to be reviewed.
That seven-day limit is short. If a parcel shows as delivered and has not arrived, raise it the same week rather than waiting to see if it turns up.
Warranty
HiZoo states a two-year warranty on its decompression massager listing, alongside a 30-day satisfaction guarantee. The warranty and the return window are separate things: the return window is about changing your mind, the warranty is about the product failing.
Before you order
Check the delivery estimate for your own country rather than the US figure. Check the likely customs charge if you are ordering internationally, since that is not refundable. Keep all packaging until you have decided. And if you do need to return something, email support first and wait for the authorised label — that step is what the policy hinges on.
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Last updated 2026. Olivia Reviews may earn a commission if you buy through a link on this page, at no extra cost to you. Specifications quoted here come from HiZoo's own product and policy pages and can change — check the current listing before ordering.