Warranty, Shipping & Returns
Warranty
We provide a one-year warranty from the date of purchase on all Equine/Canine Light Therapy pads. We test each pad to ensure its reliability, but if you have a problem, contact us immediately and we will arrange to have your Light Therapy pad repaired or replaced.
This warranty does not cover pads that have sustained any physical damage such as broken lights, damaged cords, pads that have been stepped on by a horse or not properly used.
If your Light Therapy pad is out of warranty or is damaged by an incident not covered under warranty, don't panic! Contact us and we will repair it as economically as possible. The pad will have to be examined by us to determine the cost. We do all repairs in our facility and if received on a weekday, we will have your repaired pad on its way back to you within 24 hours. All of our light therapy pads are repairable!
Shipping Information
We ship via USPS Priority Mail or UPS or FedEx to destinations in the United States. We ship USPS Priority International - Global Post to Canada and to all other parts of the world. If you prefer another method of shipping, please call our office. Most orders are shipped the day they are received, Monday thru Thursday if received before 2 pm Central time, Friday before 12 noon. Large orders and Custom Kit orders ship the day after they are received. We do not ship on weekends or holidays.
International Orders
We ship your order within 24 hours after receipt of the notification of the order (except on weekends and holidays). We will provide the confirmation and tracking information for your order when it is processed. Once it leaves our facility, it becomes your responsibility to track the order. Please be aware that we cannot be responsible for any taxes, import duties, or tariffs imposed by your government. If you have questions about import duties or tariffs for packages entering your country, please contact your local postal station or government organization. We cannot be responsible or answer questions regarding Customs procedures for your country including the length of time it takes for your country to process packages. Please also note, if you choose FedEx, it will be faster and they will charge broker fees.
If you decide you do not wish to keep the order after it arrives, return postage will be your responsibility.
Money-Back Guarantee
Want to try light therapy but wonder if it will work? No worries!
We offer a 30-day money-back guarantee on the purchase price of all of our single Light Therapy pads (Battery Packs, Professional Kits, Combo Kits, bandages, surcingles, and accessories are not returnable). If you decide you do not want to keep your Light Therapy pad contact us within 30 days of receiving your order to request an RMA. This policy is only for products purchased directly from us, if you purchase from one of our retailers, please check with them for their return policy. Shipping costs are the sole responsibility of the purchaser, the light therapy pad must be returned in a box and insured with tracking. Please have your return package on its way back to us within a week of contacting us.
Returns must arrive back to us in resalable condition, please clean hair and dirt from the pad before shipping it back to us. (If there is a possibility that you may return the pad, please take measures to keep it clean and hair-free when treating your animal, this can be done by covering it with a layer of saran wrap type material.) Never immerse your pad in any liquid, never use any kind of cleaning liquid, wipe only with a damp cloth or alcohol. Please contact us for an RMA and instructions for preparing your return. Credit will be applied to the purchaser's credit card, less shipping, and handling if all materials are returned complete and undamaged and all are returned in a timely fashion after receiving the RMA. If the Light Therapy pad is damaged, soiled, or covered in hair upon return, we will deduct the cost of repair and cleaning from the refunded amount. (Return policy does not include battery packs.) Returns must be postmarked within 7 days after receiving RMA. We cannot provide a refund for a light therapy pad if the serial number has been removed from the cord on the pad.
There will be a fee of $15.00 for any light therapy pad return. For the safety of our employees and our customers, special protocols must be implemented for handling product that has been used, safety for all is most important. To request an RMA:
Please fill out the form below, submit it to us and we will email an RMA and instructions for preparing and shipping your return.
The Photizo Vetcare unit has a 30-day money-back guarantee with restrictions.
It must be returned clean and in resalable condition with the Care and Use Guide, charger, and storage bag in the original box. There will be a 10% restocking fee for this item.
Return Instructions
We are so sorry our light therapy pad did not work for you, thank you for giving us a try. Please fill out the form below and press Submit, we will then send you an RMA#.
Please note that battery packs, Professional Kits, Combo Kits, bandages, surcingles, and accessories are not returnable.
If you are returning the light therapy pad in a case, please follow these instructions.
Wrap the power adapter in bubble wrap, place the straps, Care & Use Guide, and Terms of Sale in the plastic sleeve, place these items plus the light therapy pad into the case. Do not place the power adapter on top of the light therapy pad.
• Close the case and be sure it is latched. Wrap the case in bubble wrap and place it into a box for shipping.
• Please include your contact information-name-email-phone number, date of purchase, and order number.
• Ship your return so it is insured and has a tracking number, this allows you to know when it arrives to us and there will be no confusion.
If you are returning your light therapy pad in a bag, please follow these instructions.
Wrap the power adapter and light therapy pad in bubble wrap. Place the straps, Care & Use Guide, and Terms of Sale into the plastic sleeve.
Place the items into the carrying bag. Do not place the power adapter on top of the light therapy pad.
Place the carrying bag into a BOX, lying flat. Do not curl or fold the pad or the contents of the bag. (NEVER return it to us in an envelope, this will result in a restocking fee.)
Please include your contact information-name-email-phone number, date of purchase, and order number.
Ship your return so it is insured and has a tracking number, this allows you to know when it has arrived to us and there will be no confusion.
The Photizo Vetcare unit has a 30-day money-back guarantee with restrictions. There will be a 10% restocking fee for this item.
It must be returned clean and in re-saleable condition with the Care and Use Guide, charger, and storage bag in the original box. Please wrap the product box containing the items in bubble wrap and place it into the carrying bag and then place into a shipping box.
When we receive your return, it is checked in and processed, this usually takes 2-3 days, please allow a longer time during the holidays. If the Light Therapy pad is damaged, soiled, or covered in hair upon return, we will deduct the repair and cleaning cost from the refunded amount. There will be a fee of $15.00 for any light therapy pad return.
Please add Return-RMA# to the return address label.
Equine-Canine Light Therapy
1245 Northgate Business Parkway,
Madison, TN, 37115
United States
Attn: Return-RMA# _______
Please fill out the Request a Return Authorization form below.
There will be a fee of $15.00 for any light therapy pad return. For the safety of our employees and our customers, special protocols must be implemented for handling product that has been used.