Shipping policy

Last updated: October 13, 2026

This policy explains where we ship, how long delivery takes, what it costs, how import fees work, and exactly what we do if a package is late, lost or damaged. Every Stillwell order is tracked and insured, wherever it's going, and every order is covered by The No-Lose Promise.

At a glance

Where we ship	The United States (all 50 states and Washington, D.C.) and most countries around the world
Shipping method	Standard Shipping, tracked and insured. In the U.S., your package is usually delivered by USPS. Elsewhere, by your national postal service or a local carrier.
Shipping cost	The same everywhere we ship: free on orders of $150 or more, and $4.90 on orders under $150. The Both Knees Kit always ships free. All prices are in U.S. dollars.
Processing	1–3 business days
Delivery	United States: typically 7–15 business days after your order ships (8–18 business days in total, or about 2 to 4 weeks) Rest of the world: typically 8–20 business days after your order ships (9–23 business days in total, or about 2 to 5 weeks), depending on customs and your local postal service
Tracking	Included with every order, wherever it's going. We email your tracking link as soon as it ships.
Duties and import fees	United States: always paid by us. You'll never be asked to pay anything on delivery. Rest of the world: any import taxes, duties or customs fees charged by your country are paid by the recipient. See section 7.
Lost or damaged package	A free replacement or a full refund, your choice, wherever you live
Returns	90 nights to try it at home, wherever you live. In the U.S., a free prepaid return label. Elsewhere, a prepaid label where available, or your return postage refunded up to $20. See our Refund Policy.
Questions	support@stillwell.com. A real person answers within 1 business day.

1. Where we ship

We ship to the United States and to most countries around the world.

United States: street addresses and P.O. boxes in all 50 states and Washington, D.C. Orders to Alaska and Hawaii may take a few extra days.
Rest of the world: most countries worldwide. You'll see whether we deliver to your country as soon as you enter your address at checkout. This includes U.S. territories, such as Puerto Rico, Guam and the U.S. Virgin Islands.

In this policy, "United States" means the 50 states and Washington, D.C. Orders to every other address, including U.S. territories, follow the "rest of the world" delivery times and import rules below. Shipping costs are the same everywhere.

At this time, we don't ship to APO, FPO or DPO military addresses.

Outside the United States, our carrier may occasionally be unable to deliver to an address, for example in a remote area it doesn't serve, or where deliveries are temporarily suspended. If that happens, we'll let you know, cancel the order and refund you in full, including any shipping you paid. The same applies to any order placed to an address we can't ship to. If we start shipping to new places, we'll update this policy.

2. Where your order ships from

Stillwell products are made by specialist manufacturing partners who focus on wearable heat and massage devices and support products. Most orders ship directly from their fulfillment centers in China, where most of the world's personal massage devices are made.

Shipping straight from where our products are made, instead of through extra warehouses and middlemen, helps keep our prices fair. It's also why delivery takes a little longer than from a local warehouse. When stock allows, some items may ship from a partner warehouse in the United States and reach U.S. addresses sooner.

Wherever it ships from, every order is checked and packed to travel, then tracked and insured all the way to your door. Your shipping label may show the name of our manufacturing or logistics partner instead of Stillwell. That's normal, and it's still your Stillwell order.

Wherever your package travels from, you're buying from a U.S. company. Your order, your support and your refunds are handled by Stillwell, operated by UNITIENDA LLC in Boca Raton, Florida.

3. Processing time

Orders are prepared, checked and handed to the carrier within 1–3 business days. Business days are Monday to Friday, excluding public holidays. Orders placed on a weekend or holiday start processing the next business day.

You'll receive an order confirmation email right after you order, and a shipping confirmation with your tracking link as soon as your order ships.

4. Delivery time

	United States	Rest of the world
Processing	1–3 business days	1–3 business days
In transit	Typically 7–15 business days	Typically 8–20 business days
From order to your door	Typically 8–18 business days (about 2 to 4 weeks)	Typically 9–23 business days (about 2 to 5 weeks)

Delivery times are estimates, not guarantees. Customs checks, carrier delays, severe weather and peak seasons can add a few days. Outside the United States, delivery also depends on how quickly your country's customs and postal service handle the package. Orders to Alaska, Hawaii, islands and remote areas may take a little longer. If your order is running late, you're never left on your own: section 9 explains exactly what we do.

A slower delivery never shortens your home trial. Your 90 nights start the day your order is delivered, not the day it ships.

5. Shipping costs

Shipping costs the same wherever we ship, in the United States and around the world.

Orders of $150 or more: free Standard Shipping, tracked and insured.
Orders under $150: $4.90 flat rate, tracked and insured.
The Both Knees Kit: always ships free.

The $150 threshold applies to your order total after discounts and before taxes. All prices and shipping rates are in U.S. dollars, and you'll see the exact shipping cost at checkout before you pay. Payment is also charged in U.S. dollars. If your card uses another currency, your bank converts the amount and may add a small currency conversion fee, which is set by your bank, not by us.

Some examples:

The Neck Rest ($89): $4.90 shipping
The Knee Wrap, one knee ($139): $4.90 shipping
The Both Knees Kit ($219): free shipping
The Back Belt and The Seat Support together ($188): free shipping

Shipping is charged once per order, never per item or per package. We never add handling fees or shipping protection add-ons: insurance is already included with every order at no extra cost. Replacements we send for lost, damaged, defective or missing items always ship free, and so do warranty replacements.

6. Tracking your order

As soon as your order ships, we email you a tracking number and link. If you don't see it, please check your spam or promotions folder. You can also check your order status at any time from the link in your order confirmation email.

What to expect along the way:

The first update can take 2–3 business days to appear while your package travels to the carrier's first sorting center.
Tracking can go quiet for a few days while your package flies to your country and clears customs. That's normal. If it stays quiet for 7 business days, we step in (see below).
Once it reaches the United States, it's handed to USPS for final delivery in most cases. USPS tracking takes over from there. Sometimes USPS gives the package a new tracking number. If you can't find it, write to us and we'll send it to you.
Outside the United States, it's handed to your national postal service or a local carrier for final delivery, and their tracking takes over. The local carrier may also give it a new tracking number. Just ask, and we'll send it to you.

If your tracking hasn't updated in 7 business days, or it's hard to make sense of, write to us. Within 1 business day, we'll check with the carrier and send you a clear update.

7. Duties, import fees and taxes

Orders to the United States

For orders delivered in the United States, our prices include all import duties, tariffs and customs fees. They're always paid by us, and you'll never be asked to pay anything on delivery.

If a carrier ever asks you for a fee to release your package in the United States, please don't pay it. Write to us and we'll take care of it directly.

Sales tax is calculated at checkout where required by law, and shown before you pay.

Orders to the rest of the world

Your checkout total covers your products and shipping. When your package arrives in your country, your local customs may charge import taxes (such as VAT or GST), duties or customs fees, and the carrier may add a small fee for handling them. These charges are set by your country, not by us, and they're paid by the recipient.

Whether anything is due depends on your country's rules and the value of your order. Some countries charge nothing below a certain amount.
If something is due, your postal service or carrier will let you know, usually with an official notice, and you pay it to them before or at delivery.
Want an idea before you order? Your country's customs or postal service website lists its rates and thresholds. You're also welcome to write to us, and we'll gladly help.

If you'd rather not pay import charges

Please write to us before you refuse a package. We're always happy to talk it through with you. If a package is refused or not collected because of import charges, the carrier sends it back to us. Once the carrier confirms it's on its way back, we refund the items in your order. The only thing we deduct is the return shipping cost the carrier charges us to bring the package back, and we'll always tell you the amount.

Watch out for fake delivery messages

Texts or emails asking you to pay a "redelivery," "customs" or "address update" fee to get a package are a common scam. They never come from us. Your tracking link only ever comes from our order and shipping emails. Outside the United States, genuine import charges come only from your national postal service or the carrier delivering your package. If you're ever unsure whether a request is real, check it on the carrier's official website, never through a link in a text message, or write to us and we'll help you check.

8. Your shipping address

Please check your shipping address carefully at checkout, including any apartment, suite or unit number. We ship to the address entered with your order.

Changing your address or canceling

Reply to your order confirmation email or use our contact form as soon as possible.

Before your order ships: we'll update the address, or cancel the order for a full refund, free of charge.
After your order ships: we'll ask the carrier to redirect it. That usually works, but we can't guarantee it. You can also send it back under your 90-night home trial, as explained in our Refund Policy.

If an address is incorrect or incomplete

If the carrier can't deliver your package because the address was incorrect or incomplete, or because the package was refused or not picked up from the post office, it's sent back. Once the carrier confirms the return, we'll email you so you can choose:

Reshipping to the correct address, at our standard $4.90 shipping rate, or
A refund for the items in the package.

If the address error was ours, the reshipment is free. Outside the United States, if a package is refused or not collected because of import charges, section 7 explains how your refund works.

9. If your package is late, lost or damaged

Every Stillwell order is tracked and insured, so if something goes wrong on the way, you're covered, in the United States and everywhere else we ship. Here's exactly what we do.

Running late

If tracking is still moving, your package is on its way, just running behind. You're welcome to write to us at any time and we'll check on it for you. And if it ever stops moving, we step in.

Please write to us if:

Your tracking hasn't updated in 7 business days, or
Your order hasn't arrived 20 business days after it shipped (25 business days for orders outside the United States).

Within 1 business day, we'll open a trace with the carrier and send you an update.

Lost in transit

If the carrier can't locate your package within 5 business days of our trace, or confirms it's lost, we'll send you a free replacement or give you a full refund, including any shipping you paid. You choose. You don't have to wait for the carrier's claim to be settled.

If the original package turns up after we've replaced or refunded it, please let us know and we'll email you a free return label.

Marked as delivered, but not there

Carriers sometimes mark a package as delivered a little early, or leave it somewhere unexpected. Before you write to us, please:

Check your mailbox, porch, side doors, garage and around your property.
Ask your neighbors and anyone else at your address, and check your building's mailroom, front desk or parcel lockers.
Look for a delivery notice from USPS or your local carrier. If the carrier couldn't leave your package safely, it may be waiting at your local post office or pickup point.
Wait one more business day. Many "missing" packages turn up the next day.

Still nothing? Write to us within 30 days of the delivery date shown in tracking. We'll open a claim with the carrier and send you a replacement or a refund, your choice, usually within 5 business days. Carriers sometimes ask for a short signed note confirming the package didn't arrive. If so, we'll send you a simple one-page form. It takes a minute.

If you believe your package was stolen, you can also report it to your local police or, in the United States, the U.S. Postal Inspection Service, which can help the investigation. It's optional, and we don't ask for a report to send your replacement or refund.

Damaged in transit

If your package or anything inside arrives damaged, write to us. If you can, include a photo of the item, and of the box if you still have it. It helps us sort it out faster with the carrier, but it's never required. We'll send a free replacement or a full refund, your choice. You don't need to send the damaged item back first.

The same goes for a device that doesn't work when it arrives. You can tell us at any time during your 90-night home trial, and after that, your 2-year warranty has you covered. Both are explained in our Refund Policy.

Wrong or missing item

If something seems to be missing, please check your shipping emails first: orders with more than one item can arrive in separate packages. If an item is truly missing, or you received the wrong one, write to us with your order number and, if you can, a photo of what arrived. We'll ship the correct item right away, free. If we need the wrong item back, we'll email you a prepaid return label.

10. Orders with more than one item

If your order contains more than one item, the items may ship from different locations and arrive in separate packages on different days. We email you tracking for each package. You never pay extra shipping for a split delivery, and the 90-night home trial for each item starts the day that item is delivered.

Digital extras, such as the follow-along video plans, are delivered online, not in the box.

11. Holidays and peak seasons

Mid-November to early January: carriers handle their highest volumes of the year, and deliveries can take a few extra days.
Lunar New Year (late January or February): many factories, warehouses and carriers in China pause for one to two weeks, so orders placed around that time may take longer to process.
U.S. federal holidays: USPS doesn't deliver on federal holidays, which can add a day.
Local holidays outside the United States: customs and postal services in your country may pause on public holidays, which can add a day or two.

Ordering for a birthday, the holidays or another special day? We recommend ordering at least 4 weeks ahead in the United States, or 5 weeks ahead everywhere else. If we expect your order to take longer than usual, we'll email you.

12. If we can't ship on time

If we can't ship your order within our processing time, for example because an item is temporarily out of stock, we'll email you with a new estimated ship date. You can choose to wait, or to cancel for a full refund.

13. Sending a gift

Enter the recipient's name and address as the shipping address at checkout. The packing slip doesn't show prices, and tracking emails go to you, so you can share the link or keep the surprise. Gift recipients get the same 90-night home trial, easy returns and 2-year warranty, wherever they live. If you're sending a gift outside the United States, keep in mind that the recipient may be asked to pay import charges (see section 7).

14. Contact us

Questions about shipping or tracking? Write to us at support@stillwell.com or through our contact form, and include your order number if you have it. A real person answers within 1 business day, Monday to Friday (Eastern Time), excluding U.S. federal holidays.

Stillwell is operated by UNITIENDA LLC, 4800 North Federal Highway, Suite B200, Boca Raton, FL 33431, United States. This is our business address, not a return address, so please don't mail packages there. To return something, write to us first and we'll email you a free prepaid label or, in countries where labels aren't available, simple return instructions.

15. Changes to this policy

We may update this policy from time to time. The version posted when you place your order applies to that order. This policy is part of our Terms of Service.