Theragun Customer Service — Complete Professional Guide

Overview of Support Channels

Theragun devices are supported by Therabody’s official customer service channels: the company website (therabody.com), an in-app support flow inside the Therabody app (iOS/Android), email support, live chat on select regional sites, and region-specific phone lines listed on the site. For warranty, returns and technical troubleshooting you should start with the official support page so you get region-appropriate instructions, return labels and RMA numbers; this avoids international-shipping errors and customs delays.

Response times vary by channel and region but a professional expectation is 24–72 hours for an initial reply via email or web ticket, and immediate to same-day answers for live chat or phone during business hours. For escalations (warranty replacement, repair authorizations), expect a 3–14 business day turnaround for approvals and an additional 5–20 business days for shipping, depending on whether parts or remanufactured units are required.

Before Contacting Support: Exact Information to Prepare

Preparing accurate details up front reduces back-and-forth and speeds resolution. Always have the device model name (for example “Theragun PRO, Elite, Prime or Mini”), the serial number, proof of purchase with date and seller, and the app’s firmware version. If you purchased from a third-party retailer (Amazon, Best Buy, specialty health stores), gather the order number and the store’s return policy — some retailers process returns directly and can be faster than manufacturer RMA.

• Serial number location: engraved on the device housing or inside the charging compartment. Photograph it.
• Proof of purchase: dated receipt, invoice or screenshot from your retailer account; include SKU and price paid.
• Device state: battery level, LED patterns, exact error text, motor noise profile (describe pitch and when it occurs).
• Troubleshooting performed: full-charge duration, app firmware version, whether you’ve test-launched the device without attachments.
• Media: short 10–30 second video showing the fault and a close-up of the serial number speeds approval of warranty claims.

Include these items in your initial support message. Doing so frequently reduces resolution time from multiple business days to 24–48 hours because support can authorize replacements or shipping immediately when documentation is complete.

Warranty, Returns and Repair Process

Therabody historically provides a limited manufacturer’s warranty on Theragun products that covers defects in materials and workmanship for a specified period after purchase; exact warranty length and terms are posted at purchase and in the product documentation. If the device is within warranty and the issue is covered, the normal workflow is: (1) support verifies proof of purchase and serial number, (2) an RMA is issued, (3) replacement unit or repair instructions are provided, and (4) shipping labels and tracking are sent. Always retain your RMA number and shipping tracking; these are critical if a shipment is lost.

For out-of-warranty or accidental-damage repairs, expect fees. Typical out-of-warranty servicing for electronics accessories often ranges from approximately $50–$200 plus shipping depending on labor and parts; battery-only replacements can fall within or above that range. If you purchased an extended warranty or through a retailer that offers extended return/accidental protection (for example, a 90-day or 1-year protection plan), open that claim first as it can be faster and less expensive than manufacturer repair.

Common Problems and Practical Troubleshooting

Below are the highest-value troubleshooting steps that solve the majority of user issues. Start from the top and progress only as needed; doing these steps and reporting the exact results will make any subsequent support interaction far more efficient.

• Device won’t turn on: charge 2–3 hours with the original charger/cable, try a different outlet, then press and hold the power button for 3–5 seconds. If still dead, note LED behavior and battery charge current with a USB power meter if available.
• Rapid battery drain: fully update the Therabody app and firmware, factory-reset Bluetooth pairing (forget device in phone settings), then test without Bluetooth. Log battery percentage every 30 minutes to quantify drain.
• Excessive noise or motor vibration: remove attachments, inspect attachment stem and retention spring for debris, run the unit at low speed to listen for bearings; capture a short video for support.
• Bluetooth/connection problems: ensure phone OS is up to date, force-close the app, toggle Bluetooth, uninstall/reinstall the app, and re-pair; provide app version and phone model to support.

Most problems resolve with firmware updates or replacement attachments. If a motor hum or burning smell is present, stop using the device and request an immediate RMA — continuing operation can void warranty and increase repair costs.

Escalation, Timelines and Consumer Rights

If vanilla support doesn’t resolve your issue within a reasonable timeframe, escalate by requesting a supervisor or formal RMA appeal. Record all communications (email threads, ticket IDs, call times, names of representatives). Typical escalation timeline: initial contact (0–3 days), technical assessment (3–7 days), RMA approval or denial (7–14 days), and fulfillment (5–21 days). If timelines exceed these windows, ask for expedited handling and a written estimate of time to resolution.

Know your consumer rights: in the U.S., manufacturers must honor explicitly stated warranty terms; for purchases in the EU, consumer law (e.g., a 2-year conformity period in many member states) may provide additional remedies. If you cannot resolve a warranty dispute, consider contacting your payment provider for a chargeback (if within the provider’s window), filing a complaint with local consumer protection agencies, or using mediation services like the Better Business Bureau in the U.S. Keep all documentation — photos, videos, dates, names, and ticket IDs — to substantiate escalation claims.

Useful Resources

Start at the official support hub: https://www.therabody.com and navigate to “Support” or “Help Center” for region-specific contact options, documentation, firmware downloads and RMA initiation. The Therabody app also includes an integrated diagnostics flow that will collect device logs and present them to support when you file a ticket.

If you need to escalate, request a written timeline and RMA number, ask for prepaid return shipping, and get an estimated ship-date for replacement units. Conservatively expect 7–30 business days for full resolution depending on inventory and part availability; planning around that window avoids frustration and unnecessary purchase of temporary replacements.

How long is the warranty on a Theragun?

Scientifically Calibrated Speed: Choose from three scientifically calibrated speeds (1750, 2100, 2400 PPMs) to customize your treatment based on your individual needs. 1-Year Limited Warranty: Therabody stands behind the quality and durability of the Mini 3.0 with a 1-year limited warranty.

Is Theragun battery replaceable?

The battery for the Theragun Elite is not replaceable by the user. However, our devices come with a rechargeable lithium-ion battery that is designed to provide long-lasting performance.

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 to fix massage gun not turning on?

Resetting a massage gun

1. Step 1 – Unplug the device and turn off the massage gun. If your massage gun is plugged into a charger or charging station, disconnect the power cable before proceeding.
2. Step 2 – Hold the power button.
3. Step 3 – Power the device back on.
4. Step 4 – Test the settings.

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.

Can Theragun be repaired?

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.