Troubleshooting problems with your light therapy pad.
If your light therapy pad isn’t working correctly, no worries, we can repair almost any problem!

First, look at these troubleshooting tips and see if we can solve the issue before you send it to us!

When I plug my light in, about half of the LEDs don't light up, is it broken?
No, it is not broken. Our Light Therapy pads use 2 wavelengths, a visible red (660 nm) and a near-infrared (850nm) which is very powerful and in a range that is not visible to the human eye. You should see 5 visible reds in each “square” of 11. if an entire square is dark or any lights are broken, we need to repair it.

I plugged my light pad into the power adapter and it doesn’t come on.
 1. Confirm that you are using the power adapter that was included with your light therapy order. We all have so many, it is easy to grab an incorrect adapter.
(Make sure your outlet is working!)
2. Check the green light on the front of the adapter when it is plugged into an outlet, is it illuminated?
If Yes go to the next step - If No you can order one here, Replacement power adapter
3. Remove the 6’ extension cable and plug your light pad into the power adapter cable. Does the light pad illuminate?
If Yes, you can order a replacement 6’ cable here, Replacement 6’ cable - If No, please send your light therapy pad to us for further examination and repair. You can see the instructions below.

When I move my light pad or jiggle the cord the lights flicker off and on.
1. Check all connections to be sure they are fitted together snugly.
2. Check your power adapter cord to be sure no cracks or splits are visible.
If cracks or splits are visible, please order a new power adapter, Replacement power adapter
3. Remove the 6’ extension cable and plug your light pad into the power adapter cable.
If the light therapy pad illuminates, please order a new cable, Replacement 6’ cable
If none of these suggestions help, please send your light therapy pad to us for further examination and repair. Please follow the instructions below.

Repairs

If your light therapy pad isn’t working correctly, no worries, we can repair almost any problem!

We try to have all repairs on their way back to you in 24-48 hours after we receive them.

Please be sure to clean/remove the hair and dirt from your light therapy pad before you send it in to us!
Always ship your light therapy pad lying flat in a box with padding, such as bubble wrap. Never fold your light therapy pad.

NEVER SEND YOUR LIGHT THERAPY PAD TO US IN AN ENVELOPE!
The postal service sits heavy things on them and runs them through machines which can damage your light therapy pad further.

Please include a note with your contact information, (mailing address, phone, and email address) and a brief description of the problem.

We will contact you when your light therapy pad is repaired.

Be sure to check the troubleshooting information above before sending your light therapy pad to us.

Equine-Canine Light Therapy
1245 Northgate Business Parkway
Madison, TN 37115
Attn: Repair

If your light therapy pad is damaged or not working properly, don’t worry,
we can repair almost any concern!