FAQs
What are different massage tips for?
Please refer to your user guide for guidance on the best use for each attachment, we also advise you download or dedicated wellness app - Deep By MuscleGun, this includes comprehensive education on which massage tip we advise to use depending on the muscle group you wish to treat and is available to download on both the Apple App and Google Play Stores.
How long should I use my MuscleGun for?
Depending on your required result, we recommend using your MuscleGun for a minimum of 30 seconds to a maximum of 3 minutes per muscle group.
Can I test MuscleGun before I buy it?
Unfortunately we do not have any in store test programmes available we do however offer a 90 day money back guarantee so if for whatever reason you do not love your MuscleGun you can send it back to us and get a full refund. Please note this is conditional on the product being returned with no damages and with all of the included massage attachments, charger and carry case.
Does MuscleGun come with a warranty?
Yes, all MuscleGun devices are supplied with a two year warranty as standard so in the event of product failure or malfunction, simply return it to us and we will replace it for you.
Note we do not cover the cost of shipping for returning faulty goods and we advise you use a tracked and signed for courier service to ensure safe delivery.
Can I travel with my MuscleGun?
Yes, but please be aware since MuscleGuns use 12v lithium ion batteries and so your MuscleGun must be stored in your carry on baggage and not your check in - hold luggage.
Safety
If you are pregnant please consult your doctor before using MuscleGun.
If you have any medical related issues and are unsure if you should use a MuscleGun, please consult your doctor before use.
Never expose your MuscleGun to water.
Do not use attachments other than those provided by MuscleGun.
MuscleGun is not intended to diagnose, treat or prevent any diseases.
Do not use the MuscleGun on your head or near your genitals.
Do not use on open wounds or surgical incisions prior to stitches.
Shipping
Can I upgrade shipping?
Of course! If your order has not been processed and fulfilled you can email us at orders@muscleguns.com with your order number and we can create an invoice for you to upgrade.
Where do you ship from?
We ship from Los Angeles, California
Is a signature required upon delivery?
We require a signature upon delivery for some purchases over $300. This is at the discretion of our MuscleGun shipping team.
What countries do you ship to?
We currently offer shipping to the United States and Canada.
Do you offer free shipping?
We have many promotions that include free shipping. Sign up for our newsletter to receive promotion details.
Route Package Protection
What is route?
Route automatically connects to everything you've ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout to unlock full package protection and seamless resolution for order issues.
Why do I need Route Package Protection?
Route offers you "peace of mind" package protections for all of your orders at an affordable price. The cost to you is only around 1.5% of the cart value to fully protect your package in the event that it is lost, damaged, or stolen.
How do I report an order issue to get a replacement or refund?
Note: Route only refunds the cost of the item(s) alone. Shipping, taxes, and the Route premium are not included. Route also does not pay custom/duty fees.
What happens when my order issue is resolved?
When an order issue is reported and resolved, your product will either be reordered or refunded depending on in-stock availability and percentage of discounts received. In some cases, order issues may not be approved per the Route Package Protection policies.
In this article, you can read more about what to expect in each scenario and where to reach out for further questions:
Reorder
Shortly after Route has processed your reorder, you will receive a confirmation email from MuscleGun that includes the new order number and receipt of purchase. Once MuscleGun has has fulfilled the order, you will receive another email with tracking information: tracking number, and a link via the carrier service (UPS, USPS etc.)
Every reorder placed through Route will also be covered by Route Package Protection in the case of lost, stolen or damaged items. So rest assured that you can always reach out to us should you experience another protected situation!
Lastly, we highly recommend downloading the app and utilizing Route's Visual Tracking in order to keep an eye on reorder package status updates and future orders in one, user-friendly place.
Refund
Refunds are calculated on the exact price you paid for the item(s) - excluding the cost of shipping, taxes, discounts, and Route Package Protection - and are processed via PayPal*
Once your refund has been processed, you should expect to see funds reflect in your PayPal balance within the next business day (if not much sooner). Sometimes it's tricky to navigate how to transfer those funds to your bank so you can also reference this PayPal article if you need help!
*Route uses PayPal due to their secure, user-friendly as our online merchants do not share your payment information with us, such as your credit card number, etc. For this reason, we are unable to directly refund your original payment at this time.
Currently, Route is developing some incredible additions to our series that would include the ability to put money right back into your pocket. However, until they release those features, PayPal is the safest, most efficient option for returning your money to you
If you do not currently have a PayPal account, don't worry! PayPal is easy, fast, and free to set up, all you need to do is follow this link to get started:
https://www.paypal.com/us/webapps/mpp/account-selection.
If you have any questions regarding a reorder or refund completed through Route Package Protection, you can reach out here and they will be happy to assist however they can!
Orders
Where is my order?
Once your order has been placed you will recieve an email confirmation to the address provided at checkout. Your order will be shipped within 48 hours for priority/expedited shipping and within 72 hours for ground shipping. Once your order has been shipped from our Los Angeles warehouse you will receive a confirmation email with your tracking information.
All shipping times provided during checkout are an estimate and cannot guarantee the arrival time from our shipping partners.
In recent events, we have found that some orders are not scanned during transit and will show as 'pre-shipment' before unexpectedly arriving to you. If it has been longer than 72 hours with no tracking update please allow an addition 3-5 business days to see if your package turns up. Your order can also be stuck in transit showing no movement for a couple of days. Please wait an additional 3-5 business days and if your order still has not moved reach out to us at orders@muscleguns.com
Can I cancel my order?
Your order can only be cancelled if it has not been fulfilled. We process orders quickly, so cancellations cannot always be accomodated. If your order has already been processed, you can return any unwanted products by filling out our return form. You can find this in the Return Center linked at the bottom of our site.
Can I make changes to my order?
If you need to change your address on file, it is possible if your order has not been processed. Reach out to orders@muscleguns.com right away.
If you would like to remove an item for your order reach out to us at orders@muscleguns.com. If you would like to add onto your current order you can simply place a new order.
What can I do if my order is going to the wrong address?
Once your order is fulfilled and handed off to the shipping service we are unable to redirect your package. You will need to reach out to USPS or UPS . *Fees can apply.
What should I do if my order is missing?
If you included Route Shipping Insurance onto your order Click here!
If you removed your shipping insurance, releasing MuscleGun of all shipping liability, reach out to us at orders@muscleguns.com and we will file an insurance claim on your behalf.
Muscleguns will not ship out a replacement order until we hear back from your claim. This can take a minimum 30-days for domestic claims and 90-days for International.
If you would like to re-purchase your items while you wait and return your initial shipment if found, you will still be responsible for return shipping fees.
I have recieved the wrong item(s).
If you have received the wrong item please reach out to our customer care team at orders@muscleguns.com with your order number and photos showing the item received.
There's an item missing from my order, what next?
If you received your order with an item missing please reach out to our customer care team orders@muscleguns.com for further assistance.
How do I use a promotion code?
Once you are in checkout you will see a promotion code box on the right just below your order summary. Input the code and hit “Apply”.
*We do not allow the stacking of discount codes.
If there is no promotion code box it means you are already receiving an automatic discount and you are not eligible to apply an additional promotion.
My promotion code isn't working, what should I do?
There could be a couple reasons for this:
The promotion code has expired
Incorrect promotion code
Specific codes provided by our customer care team are linked directly to customer accounts. Please make sure you are logged in and try again. If your promotion code still does not work, please reach out to orders@muscleguns.com and we can assist you further.
I missed the promotion, can I still apply it to my order?
If our promotion ended within 24 hours of you contacting us, we will honor the promotional rates . Reach out to our customer care team at orders@muscleguns.com and we will create a 24-hour-only promotional code to apply to your purchase.
If it has been longer than 24 hours of our promotion ending, the promotion cannot be honored. Make sure to follow our Instagram @musclegunpro and sign up for our newsletter for future promotions!
Exchange/Returns
Can I exchange a product?
Our system can only process purchases and returns. If you would like to exchange a product, we ask that you return your product(s) and re-purchase the product of choice.
How do I return a gift?
Reach out to orders@muscleguns.com and let us know the gift-giver’s first and last name.. Please include the order number if you have it. The gift can be returned for store credit.
How do I return my purchase?
MuscleGun does not offer free shipping on returns. If you would like to return your purchase please fill out our return form here.
What is the time limit for returns?
For a full refund items must be postmarked within 90-days of delivery free of dents, scratches, damage and with original packaging. Any items returned outside of the return policy will be for store credit only.
COVID-19
Can we still order from your website?
Yes, our eCommerce website is available 24/7 for all your needs.
Are you shipping as normal?
We are! Your product will be shipped within 48 hours for priority/expedited shipping and within 72 hours for ground shipping. Please see our "Shipping & Returns" page for more information.
Is there any delay?
While there is no delay on our end, all shipping and postal services have experienced delays. The delivery estimate provided during checkout does not account for these delays and is only an estimate provided by USPS/UPS that we cannot guarantee. If you need a product in a specific time frame we highly recommend upgrading to an expedited service. Please note that the only shipping service with guaranteed delivery date is an overnight option with UPS/USPS