Therabody Customer Service: Expert Guide for Owners and Prospective Buyers

Overview and what to expect

Therabody (the company behind Theragun percussion devices and Wave recovery products) was founded after the first Theragun prototype in 2008 and rebranded to Therabody in 2019 to reflect a broader product and wellness strategy. The company is headquartered in Los Angeles, CA and sells direct-to-consumer via https://www.therabody.com plus authorized retailers worldwide. Core customer service touchpoints are the online support portal (https://support.therabody.com), in-app support inside the Therabody App (available on iOS and Android), and regional retail partners.

Their support model is designed around three primary outcomes: pre-sale guidance (model selection, MSRP comparisons), troubleshooting and repairs (warranty claims, firmware updates), and logistics (returns, shipping, RMA tracking). Typical response windows reported by users and outlined in industry benchmarks are 24–72 hours for initial contact via web form and 7–14 business days for RMA fulfillment once a device is received at a service center; expect these windows to lengthen during product launches and holiday seasons.

How to contact Therabody and what to prepare

Primary contact paths are the web support portal and the in-app help features. Go to https://support.therabody.com to open a ticket, attach photos/videos, and view order/RMA status. If you purchased from a third-party retailer, have your retailer invoice ready: refund and return windows typically depend on point of sale. When contacting support, prepare three specific items to accelerate resolution: proof of purchase (order number or invoice), the device serial number (usually a 10–14 character code on the box or under the grip), and a short video demonstrating the issue when possible.

Below is a compact checklist to gather before opening a ticket; supplying these items up front reduces back-and-forth and shortens resolution time substantially.

• Order number and date (e.g., Therabody order #TB-123456, purchased 2024-03-15). If from a retailer, include retailer name and receipt.
• Device model and serial number (examples: Theragun PRO, Elite, Prime, Mini, Wave Roller). Serial number location: box barcode or inner handle label; copy the exact alphanumeric string.
• Firmware/app version (Therabody App vX.Y.Z visible in app settings) and smartphone OS (iOS 16.x or Android 12/13). Include Bluetooth pairing screenshots if relevant.
• Photos/videos: 30–60 seconds demonstrating the issue (power, noise, app connectivity). Maximum file size guidance appears on the support portal.

Warranty, returns, repairs, and pricing expectations

Therabody devices sold through therabody.com generally carry a manufacturer limited warranty; industry standard for small electronics like percussive devices is 1 year from date of purchase for defects in materials and workmanship. If you purchased directly, return eligibility is commonly 30 days for unopened or unused products; opened units may incur restocking assessments depending on the condition and promotions active at time of sale. For devices outside the warranty window, Therabody offers out-of-warranty repair estimates—expect a diagnostic fee plus parts and labor, with total repair costs typically ranging from $50 to $250 depending on parts.

MSRP ranges for reference (as of 2024 retail positioning): Prime ~$199, Elite ~$299, PRO ~$599, Mini ~$149, Wave Roller ~$329. Promotional discounts of 10–25% occur around major retail events (Black Friday, Prime Day). Always check the order confirmation for exact price and warranty start date; warranty claims are anchored to the original purchase date and the retailer’s return policy if not purchased directly.

Technical troubleshooting and app connectivity

Most common technical issues fall into three categories: battery/charging problems, abnormal noise or vibration, and Bluetooth/app pairing failures. Basic troubleshooting steps you should try before filing a service ticket: (1) fully charge the unit for 2–3 hours using the provided charger and a known-good outlet, (2) perform a device power-cycle (hold the power button for up to 10 seconds to force a restart), and (3) uninstall and reinstall the Therabody App, then re-pair the device from the app’s Bluetooth settings. These steps resolve roughly 60–80% of reported connectivity and power issues based on aggregated customer-reported outcomes.

If noise or mechanical irregularities persist (grinding, rattling, sudden stops), stop using the device immediately and document the behavior on video. When initiating a repair request, include a time-stamped video and the results of the basic troubleshooting steps; this allows the support technician to triage between a field-replaceable accessory issue (e.g., worn attachment head) and a unit-level mechanical fault that requires depot service or replacement.

Escalation, international support, and consumer rights

If initial support does not resolve your problem within the stated timeframe, escalate by replying to your ticket and requesting “technical escalation” or “manager review” and include your ticket number. For purchases outside the United States, Therabody maintains regional support channels and authorized service centers; use the country selector on https://support.therabody.com to route to local return addresses and shipping instructions. Customs, taxes, and import fees may apply for international RMAs—expect additional handling time of 5–21 business days depending on courier and local clearance.

Know your consumer rights: in the U.S., state lemon laws do not typically apply to small consumable electronics but general warranty statutes do; in the EU, a mandatory 2-year warranty applies for consumer goods sold through EU retailers. Keep receipts and correspondence; if a dispute remains unresolved after escalation, collect documentation (date-stamped communications, photos/videos, diagnostic reports) before contacting your credit card company for chargeback or a consumer protection agency in your jurisdiction.

Can you get a Theragun fixed?

From touch-ups to full-blown rebuilds, Acme employs the industry’s most talented team of electro-mechanical engineers and technicians dedicated to fixing sterilization equipment like yours.

Is Theragun owned by Therabody?

Therabody is a global innovator of wellness technology and the creator of the world’s first-ever percussive therapy device, Theragun, which is used to treat muscle tension, accelerate recovery, and improve athletic performance.

How long is a lifetime warranty?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview A “lifetime warranty” does not have a legally defined length; it depends on the terms set by the company, which can mean as long as the company is in business, for the lifetime of the product, or only for the original owner. To understand the actual duration, you must read the warranty’s fine print to see what conditions, such as maintenance or transferability, apply to the “lifetime” of the coverage.  What “Lifetime” Can Mean A company can define “lifetime” in various ways, including: 

• The Company’s Lifetime: The warranty is valid only as long as the business is in operation. 
• The Product’s Lifetime: This refers to the expected lifespan for which the product was manufactured, which could be a specific number of years (e.g., 30 years for a window). 
• The Owner’s Lifetime: The warranty lasts for the entire life of the original purchaser. 
• The Product’s “Buy It For Life” Status: Some products are made to be durable, and the “lifetime warranty” signifies that the company stands by its quality and will replace or repair it when it eventually fails from a manufacturing defect, but not from normal wear and tear. 

Key Factors to Check in the Fine Print

• Who is covered: The warranty may be restricted to the original purchaser or be transferable to another owner. 
• What is covered: It might cover all parts and labor, or only specific components (like the powertrain in a car). 
• What is excluded: Defects from normal wear and tear, improper use, or cosmetic issues are often not covered. 
• Required maintenance: Some warranties require you to follow a specific maintenance schedule to keep the warranty valid. 
• Company stability: A warranty from a relatively new company is less reliable than one from a long-established business. 

AI responses may include mistakes. Learn moreLifetime warranties really mean the company’s lifetime, not yours. – RedditOct 19, 2021 — Upvote 9 Downvote Award. 1 more reply. WhoRoger. • 4y ago. I heard that in US, “lifetime” is 7 years. In my country, i…Reddit · r/ShowerthoughtsHow Long Does a Lifetime Warranty Last? 3 Types of Lifetime WarrantiesJul 26, 2022 — Parts: Most lifetime warranties cover the replacement or repair of defective parts. This ensures that any faulty compo…Southwest Exteriors(function(){
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What is the Therabody controversy?

Dr. Michael Wasilisin sues Therabody, alleging the company used his Theragun tip designs, breached their agreement, and denied him inventor credit and compensation, despite documented promises from founder Jason Wersland.

How long is the Therabody warranty?

Therabody warrants that Certified Refurbished products sold by Therabody will be free from defects in material and workmanship when used normally in accordance with Therabody’s published guidelines for a period of 1- Year from the delivery date of the product to the end-user purchaser.

What to do when Theragun stops working?

Try to contact Theragun customer service on their “Website” and ask for a replacement battery or a repair service.