Therabody customer service phone number (USA) — expert guide
Where to find the official U.S. customer service phone number
Therabody does not publish a single permanent phone number that is guaranteed to remain the primary route for all U.S. inquiries; instead, the company routes most consumer requests through its official Help Center and the Contact/Support page on its website. The canonical places to find the current U.S. phone number and live-support hours are the footer link on https://www.therabody.com and the Help Center at https://support.therabody.com. Those pages are updated immediately when operational hours or telephone routes change, so always consult them before calling.
If you prefer not to use phone support or the phone queue is long, the web-based Help Center offers ticket submission, live chat (when staffed), order lookup, firmware and app guides, and a searchable knowledge base. Many issues—warranty registration, troubleshooting guides, firmware updates—can be solved through the app or the support site without a phone call; however, for returns, exchanges, or repair authorizations you should generate an RMA (return merchandise authorization) via the Help Center and confirm any telephone instructions against the contact page to avoid third‑party scams.
What to have ready before you call
Efficient calls reduce hold time and speed resolution. Before dialing the number listed on Therabody’s support page, have these items available: order number (from your confirmation email), purchase date, the exact model name (for example, Theragun PRO, Elite, Prime, or Mini), the serial number of the device, and a photo or short video showing the fault if the issue is physical or cosmetic. The serial number is typically printed on the device casing and is also on the original packaging—if you paired the device with the Therabody app, the app settings will usually display the serial + firmware version for you.
Also prepare proof of purchase: a retailer receipt, credit-card statement line item, or an emailed order confirmation. If you purchased through an authorized retailer (for example, major sporting goods stores or Amazon), have that vendor name ready; warranty terms and the return window sometimes vary by point of sale. Finally, note your shipping address, preferred contact phone number, and whether you want an exchange, refund, or repair—having this ready will enable the representative to create an RMA or escalate your request during the same call.
Troubleshooting, return and repair timelines
When you call, be prepared for standard troubleshooting steps: power/reset sequences, battery-charge checks, firmware updates through the Therabody app, and verifying accessory fit (attachments and charger magnets). Many common power and motor issues are resolved by a firmware reinstall or a controlled power cycle, which the support agent can walk you through in 5–15 minutes. If a hardware repair is required, Therabody typically issues an RMA and provides return shipping instructions.
Repair and replacement timelines depend on inventory and seasonality. Typical turnaround for an authorized repair or replacement (RMA issued, product returned to an approved service center) is 7–21 business days from receipt at the service center. If the unit is found to be defective under warranty, many customers receive an exchange device or parts rather than a refund. For returns purchased directly from Therabody, check the order confirmation for explicit return windows and restocking/return-shipping instructions before sending a product back.
Warranty, coverage and costs — what to expect
Warranty terms are product-specific and can change by launch year and region. Read the warranty certificate included with the product and the online warranty page for the most current terms. If your device is outside warranty, authorized repair or replacement parts (motors, battery packs, chargers, attachments) are often available for purchase through Therabody’s online store or through authorized service centers; expect parts and labor pricing to vary—simple accessory replacements typically range under $50 while motor or battery replacement can be several hundred dollars depending on the model and whether it is a factory exchange.
If you need an estimate before proceeding, request a written quote from the support agent or via the service ticket. Always ask whether shipping and diagnostics fees apply, and if the company requires prepaid return shipping or provides a prepaid label. Keep all tracking numbers and RMA confirmations for at least 90 days after resolution.
Escalation, alternative contacts, and consumer protections
If your initial contact does not resolve the problem within the timelines provided, escalate politely and request a supervisor, RMA number, or written confirmation of next steps. If you paid by credit card and believe the merchant is not honoring advertised warranty or return policies, you can consider a chargeback after documented attempts to resolve directly—retain all correspondence and time stamps. If you want external mediation, you can file a complaint with your state consumer protection office or the Better Business Bureau; include order number, RMA, and all agent names and timestamps.
Below are two compact, high-value lists to use during the process: one checklist to prepare before calling and one list of escalation resources and links to consult if the phone route stalls.
- Call preparation checklist: order confirmation (PDF or email), serial number (device/app/box), purchase date & seller name, photos/video of fault, firmware version (app > device settings), preferred resolution (refund/exchange/repair), time window for callback, and a note of agent name and ticket/RMA number.
- Escalation resources: official Help Center (https://support.therabody.com), main product site (https://www.therabody.com), invoice/receipt for proof of purchase, your credit card issuer for dispute guidance, and state consumer protection or the BBB for formal complaints. Keep timestamps for every phone/email contact for evidence if escalation is needed.
