Delivery and Dispatch
Christmas & New Year Operating hours
Orders placed on December 28th December will be dispatched on 2nd January as the next working day following the New Year holiday and closure.
Please allow an additional few days for processing and delivery of orders around Christmas and New Year, as couriers are non-operational on weekends and public holidays around the festive period.
Tracking and order progress should update from 2nd January as the next working day for our hub and many couriers, if you need any assistance with monitoring your tracking please reach out to us at support@pulsio.co.uk and we would be glad to help.
While International courier services cannot be guaranteed at this peak time, delivery windows will be provided once your order is in transit with the soonest available delivery date possible.
Courier & hub closures:
24th December – Christmas Eve
25th December– Christmas Day
26th December– Boxing Day
27th December– Christmas Bank Holiday
29th December– Closed for dispatch
–
1st January– New Year’s Day
We appreciate your patience during this busy festive period and look forward to resuming normal service levels in the New Year.
Happy Christmas and New Year from team Pulsio!
What delivery methods do you use?
We partner with only the best couriers and have strict agreements in place to ensure you receive your order with the smoothest, and fastest service possible. All orders are shipped from our hub in the Ireland (within the EU), and we cover ALL import/customs duties charges in advance on deliveries to any EU countries.
This means all orders within the EU have ZERO hidden costs, import charges or extra VAT at the border- all of our prices are completely inclusive.
If you don’t see your country on our shipping options, feel free to send us a message at support@pulsio.co.uk and we will do our best to accommodate all international destinations! All services we use are fully tracked so you can monitor your parcel’s progress will receive a tracking number upon confirmation of dispatch, typically between 4-6pm.
Expected delivery aim for International deliveries, is from 2-7 working days (normally 3-5 days) depending on the destination and are notified at checkout when you select your shipping country. Please note these are aims and are not guaranteed services and there may be additional delays around peak periods. If you have any questions about our delivery aims, couriers or anything else, please get in touch with our customer service at support@pulsio.co.uk
What is your dispatch time?
We know sore muscles need fast attention and have recently upgraded all services to provide our customers with the fastest, smoothest service on the market.
We typically dispatch weekday orders placed before 11am and all orders within 1 working day Monday-Friday. Please allow up to 24 working hours to dispatch your order. Since our team start processing your order as soon as it is placed to get your order shipped to you as quickly as possible, this means cancellations or order amendments are not always possible. Please make sure all contact, shipping/delivery and billing information is correct at checkout.
Please note that we are unable to ship on weekends or Bank Holidays. Orders placed over the weekend or on Public Holidays will be dispatched the next working day.
Is your delivery guaranteed?
We know sore muscles need fast attention and have recently upgraded all services to provide our customers with the fastest, smoothest service on the market.
We partner with the most premium couriers across Europe, but even then peak period may affect the delivery of orders. Please note that Delivery times are estimates and are not guaranteed.
Delivery windows are subject to peak periods and local service levels.
Please note that we are unable to ship on weekends or Bank Holidays. Orders placed over the weekend or on Public Holidays will be dispatched the next working day.
Are any regions excluded from standard delivery?
While we always do our best to deliver to any country or region, regrettably we cannot offer standard shipping. All non-mainland regions below can be serviced, however, please note additional shipping costs will apply.
For remote territories, Islands and special requests, please contact support@pulsio.co.uk for a shipping quote, we’ll do our best to deliver to any region our couriers offer! Please note additional shipping charges may apply to remote/non-mainland destinations.
Denmark: Zealand
Estonia: Saaremaa
Finland: Åland Islands
Greece: Crete
Greece: Euboea
Greece: Lesbos Island
Italy: Livignio
Italy: Sardinia
Italy: Sicily
Portugal: Azores
Portugal: Madeira
Spain: Balearen (Ibiza)
Spain: Balearen (Mallorca)
Spain: Balearen (Menorca)
Spain: Balearen (Palma)
Spain: Melilla
Spain: Ceuta
Canary Islands: Gran Canaria
Canary Islands: Tenerife
Canary Islands: Lanzarote
Canary Islands: Fuerteventura
Canary Islands: La Palma
Canary Islands: La Gomera
Canary Islands: El Hierro
Sweden: Södertörn
Order and Contact
Can I change my address?
In most circumstances, it’s not possible to make changes to your order once you’ve placed it due to our fast turn around time. However, if you do need to change details of your delivery address, remove items from your order or cancel it completely, please contact our team as soon as possible for advice.
In line with fraud prevention policies in place to protect our customers, we cannot accommodate complete delivery address requests to new addresses. Our payment providers do not permit complete address changes and require the shipping addresses to must match the address provided at the checkout exactly.
We are not responsible for failed delivery to incorrect or invalid addresses. Please ensure all contact and address details are correct at the time of purchase, and get in touch immediately if you notice something is wrong.
If an invalid, incomplete misspelled or old address is provided and the parcel is returned to our dispatch hub, the €10 return fee we incur will be charged to rearrange delivery, this is to cover a portion of the cost of double postage and processing costs. Where a refund is chosen, this will be deducted from the refund cost.
Can I cancel my order?
If your order has not yet been dispatched, you can cancel your order within free of charge. You will be notified via email of your parcel’s dispatch.
Once your order has been dispatched and your order is in transit, it is no longer possible to cancel your order. Get in touch with our customer support team as soon as possible.
Please wait for the item to be delivered, and return unopened to the address provided by our team to be eligible for a refund. Return fees will be incurred by the buyer.
Can you ship to other countries?
If you don’t see your country on our shipping options or are looking to ship outside of the EU, feel free to send us a message at support@pulsio.co.uk and we will do our best to accommodate all international destinations!
All services we use are fully tracked and we will do our best to provide you with a shipping option that best fits your needs. We ship EU based orders from our Ireland Hub and orders must be placed from our Ireland website www.pulsio.eu
How can I contact you?
If you need to get in touch, please reach out to our customer support team by email at support@pulsio.co.uk, for the fastest response times or on our social media platforms. We aim to reply to all customer queries within 1 business day.
8am - 3:30pm (GMT) Monday-Friday please feel free to reach out to our friendly team on Live Chat! No bots here, always our support staff.
Where are you located?
We are a UK based company and our team is based in our offices in London.
All of our EU Orders are dispatched from our hub in Ireland. There are no Duties or Import taxes to pay on any orders since shipping occurs within the EU. For domestic deliveries around the UK, please visit: http://www.pulsio.co.uk
My Courier couldn't delivery my order?
If your courier has attempted delivery at your address but there was no answer, a calling card or tracking update will be left by them to notify you of your delivery options. Simply head to your tracking page, and update your delivery options to re-arrange delivery at a convenient date, request to leave it with a neighbour, or at a safe place.
All couriers can only deliver to complete and accurate addresses. If the address you have provided us was incomplete, invalid, an old address, or incorrectly spelled, unfortunately this may mean they cannot match your address on their system and will be unable to deliver your parcel to you. In these cases, the couriers will have to return the parcel back to us and charge us a processing fee. The processing fee in this case will be €10.00.
To re-arrange your delivery to a new or corrected address, please get in touch with our customer support team where you will be given a link to purchase a new postage cost and your parcel will be sent out as soon as possible.
I have an issue with my order?
With our state of the art dispatch hub, we are proud to provide a 99% accuracy service on all orders across the board. In the rare event of an issue with your delivery or order contents, please contact our support team at support@pulsio.co.uk with your order details and any photos where possible of the items you have received, or any damages.
Damaged or missing items from orders must be reported to us within 3 days of receipt of the order. For lost or delayed courier claims, we can investigate on your behalf with reports made within 14 days of the dispatch date.
Please retain any and all order, customs, dispatch information and postal from your order if making a lost or damaged report.
Warranty
What are the terms of your 1 year Warranty?
To have your Pulsio Massage Gun inspected and repaired or replaced under warranty, it must be returned in its entirety to our address in ROI. Please contact support@pulsio.co.uk to begin the process.
This warranty does not apply to damage that Pulsio determines to be from repairs made or attempted by anyone other than Pulsio authorized personnel, misuse, alterations, abuse, normal wear and tear, lack of maintenance, or accidents. For any warranty issues, please email our support team.
Pulsio does not authorise anyone, including, but not limited to, retailers, remote purchasers or the subsequent consumer purchaser of the product from a retailer to obligate Pulsio in any way beyond the terms set forth herein.
This warranty does not cover damage caused by:
Misuse or abuse, accident, liquids including but not limited to water or lotions, the attachment of any unauthorized accessories, alteration, dismantling or intentional breakage to the product, improper use, unauthorised repairs or modifications, improper use of electrical power supply, loss of power, variation in line voltage, dropped product, malfunction or damage of an operating part from failure to provide manufacturer’s recommended maintenance, transportation damage, theft, neglect, vandalism or environmental conditions, loss of use during the period the product is at the Pulsio repair facility or otherwise awaiting parts or repair or any other conditions whatsoever that are beyond the control of Pulsio.
This warranty provided herein shall be the sole and exclusive warranty. There shall be no other warranties expressed or implied, including any implied warranty of merchantability or fitness, or any other obligation on the part of the company with respect to products covered by this warranty.
Pulsio shall have no liability for any incidental, consequential or special damages. In no event shall this warranty require more than the repair or replacement of any part or parts which are found to be defective within the effective warranty period.
No refunds will be given if replacement parts for defective materials are not available, Pulsio reserves the right to make product substitutions in lieu of repair or replacement.
This warranty does not extend to the purchase of opened, used, repaired, repackaged and/or resealed products, including but not limited to the sale of such products on Internet auction sites and/or sales of such products by surplus or bulk resellers. Any and all warranties or guarantees shall immediately cease and terminate as to any products or parts thereof which are repaired, replaced, altered, dismantled or modified without the prior express and written consent of Pulsio.
This warranty provides you with specific legal rights. You may have additional rights, which may vary from state to state. Because of individual state regulations, some of the above limitations and exclusions may not apply to you.
This warranty is effective for all Pulsio Massage gun products purchased through our pulsio.co.uk website within the timelines covered. Any modifications or adaptation to enable it to operate in any other country are not covered under this warranty.
Details of this warranty are available in your User Manual. Additionally, if you would like to keep an electronic PDF copy of this Warranty, please contact customer services.
What will I need to claim under the Warranty?
The 1 year product Warranty is automatically registered from the date of purchase of your massage gun.
If you have experienced a manufacturing defect or fault with your Pulsio massage gun, please get in touch with our customer support team providing details of the fault and your order number/order confirmation email as proof of purchase. Please send an image and/or video with your claim request.
Manufacturing faults discovered within the first 30 days of purchase will be eligible for Free return and replacement, as part of our 30 Day Money Back guarantee promise. Faults discovered after this period will require the buyer to return their order at their own cost.
Technical
Safety Warnings and Advice
Before using or charging Pulsio Electronics or Lithium-ion batteries, read all instructions and cautionary markings as listed, also included in your User Manual.
Do not immerse in water. Keep away from any liquids or heat sources. Keep ventilation ports free from dust and debris.
Do not remove screws or attempt to disassemble or alter the design of the product.
Do not operate continuously for more than one hour. Allow the device to rest for 30 minutes before re-using.
Unplug the charger from device battery after charging or before use.
For adult use only. Do not use if injured. Consult your doctor before using this product.
Use product only according to Instructions. Use attachments and accessories available only on Pulsio website to ensure authenticity.
Full Safety Instructions
We have designed our Pulsio products to ensure they are as safe as possible. This is an advanced mechanical tool with electric components. If the Pulsio Massage Guns (Pro, Elite, Air models) and their accessories are not used or maintained properly, there is a risk of fire, electric shock, or injury. When using the Pulsio massage gun, these basic precautions should always be followed including:
For adult use only/adult supervision on children at own risk.
Use only on a dry clean surface of the body over clothing by lightly pressing and moving across the body for approximately 60 seconds per region.
Use the massage device only on the body’s soft tissue as desired without producing pain or discomfort. Do not use it on your head or any hard or bony area of the body.
Use only the applicators that provide the best-desired effect.
Bruising can occur regardless of control setting or pressure applied. Check treated areas frequently and immediately stop at first sign of pain or discomfort.
Keep fingers, hair, or any other body part away from the shaft, and back side of the applicator as pinching may occur.
Do not place any objects into the ventilation holes of the massage device.
Do not immerse in water or allow water to enter the ventilation holes of the massage device.
Do not drop or misuse the massage device.
Only recharge with supplied 24VDC massage device charger.
Carefully examine device and battery before each use.Do not tamper or alter the massage device in any way.
Never leave the massage device operating or charging unattended.
What do the different massage heads do?
Round head: The all rounder attachment for large muscle groups to give you full body relief.
Bullet head: Ideal for zoning in on localised areas or for targeting a muscle knot. Can also be used in and around joints.
Fork head: Targets muscles around the spine and neck, also excellent for equine therapy.
Flat head: Excellent for large muscle groups, like thighs, calves and back.
Spine head: The attachment of choice for soft tissues, particularly for around joints and organs.
Curve head: Allows you to work on muscle knots, delivering pressure deep into the muscle.
Company
What payment methods do you accept?
We offer payments with all major credit and debit cards, as well as Google Pay, Apple Pay, PayPal, iDeal and Klarna finance if available for your country.
Why have I been charged but have not received an order confirmation?
Unsuccessful Transactions: When a transaction is attempted at our checkout, an authorisation is created on the card used, which immediately takes the funds away from your available credit.
If any of the following authorisation preventions occur, the transaction will be unsuccessful and your order will not be placed:
- Incorrect CVV
- Incorrect Postal Code/Zip Code
- Bank fraud filter
- Insufficient Bank Balance
If your authorisation is denied, the charge you have encountered will simply be automatically refunded after a certain amount of time. Each bank is different, but on average this is between 1-4 business days. Once the authorisation has expired, the funds become available to be used as credit.
Where is your company based?
Our team is based across Ireland and England, and all stock for orders in the EU is dispatched from our hub in Cork, Republic of Ireland.
Orders placed to addresses in the UK are dispatched from England. Please visit: http://www.pulsio.co.uk for our UK site.
Registered UK business address is:
Pulsio Ltd, International House, 64 Nile Street
London, N1 7SR
Our registered company number is: GB13147649