Support
Answers to the questions we actually receive. If yours is not here, contact us — details at the bottom of this page.
01 — The evaluation
What does "it passed" actually mean?
It means the product was used for a minimum of 60 days and passed all five of our published criteria: outcome delivery, durability, marketing honesty, use-case clarity, and return rate. A failure on any one criterion is a failure overall. The full method is at How We Evaluate.
Are you an independent testing body?
No, and we do not claim to be. We evaluate in-house and we sell what we approve, so we have a commercial interest in the outcome. What we offer instead of independence is disclosure: the criteria are published before they are applied, the window length and verdict date appear on every listing, and we publish how many products failed alongside how many passed.
Why do you publish failure rates?
Because an approval rate without a denominator is not information. If we tell you a product passed but never tell you how many products we rejected that cycle, "passed" carries no weight. Most of what we test does not get listed.
Can I see what failed?
We publish rejection counts by category and reason. We do not publish supplier names attached to rejections — a rejection is a verdict on specific units in a specific window, not a general judgement on a company.
Can I suggest a product for evaluation?
Yes. Send it through the contact details below. We cannot commit to a window on any specific request, and suggesting a product has no bearing on whether it passes.
02 — Products
Are these medical devices?
No. Everything in this catalog is a general wellness product. Nothing here is intended to diagnose, treat, cure, or prevent any condition. If you have a medical concern, or a diagnosed condition, speak to a clinician before using any of it. See the full Disclaimer.
How do I choose a size?
Sizing guidance is on each product page, taken from measurements we recorded during evaluation rather than from the supplier's chart. Where our measurements disagreed with the supplier's, we published ours and said so. Measure before ordering; sizing is the most common cause of returns across the catalog.
What is the specification table on each product page?
Materials, dimensions, weight, power draw and runtime where applicable, wear time, and care instructions — recorded during evaluation. It is the most useful part of any listing. Read it before the description.
What is a "protocol"?
The specific way we used the product during its evaluation window — the sequence, duration, and frequency. It is published because a product tested one way and used another way will not perform the same, and you should know which way we tested it.
How long does a product last?
Where we recorded a durability figure — wash cycles, charge cycles, number of applications — it is on the product page. Where we do not have a figure, the field is left empty rather than filled with an estimate.
Do bundles contain the same products sold individually?
Yes. Bundles are combinations of individually approved products that were evaluated as working together for a specific use case. No bundle contains an item that has not passed on its own.
03 — Orders
Where is my order?
You will receive tracking by email once the order ships. If tracking has not arrived or has not updated, contact us with your order number and we will chase it.
Can I change or cancel an order?
Contact us as soon as possible with your order number. We can usually amend or cancel before an order enters fulfilment; once it has shipped it has to be handled as a return.
How do I return something?
See Shipping & Returns for the return window, condition requirements, and process.
Something arrived damaged or incorrect.
Contact us within 7 days with your order number and photographs of the item and the packaging. Damaged and incorrect items are replaced or refunded at our cost — you will not be asked to pay return shipping on our error.
04 — Contact
Email is the fastest route and gives us the order history in one place.
- Email: [OWNER: insert support email address]
- Response time: [OWNER: insert target response time, e.g. "within 2 business days"]
- Hours: [OWNER: insert support hours and time zone]
Or use the form on the Contact page.
Include your order number if you have one. We do not operate a phone line, and we do not use chat widgets that route to an automated agent — messages are read by a person.