Contact

I placed an order, but received no confirmation

First of all, thank you for your order 🙂

If the order has been placed successfully you should have received an order confirmation within a few minutes.
If that is not the case, this may have various reasons:

- Your confirmation email might have arrived in your spam folder
Please check your spam / junk folder and add us to the list of trustworthy senders (whitelist), so you can get our information safely.

- The order was not completed correctly
After entering your payment details, you must complete the purchase, so after entering PayPal, Sofortüberweisung-, bank data for direct debit or credit card data you will be once again redirected to our page on which you have to finally confirm the purchase again.
If that is not the case, the order is NOT executed yet.

If you did not receive a confirmation from PayPal (Acceptance of the SEPA direct debit mandate is NOT a payment confirmation), Sofort Banking etc and also see no transaction in your PayPal account etc., the order has NOT been successfully completed.

Please try again!

- Wrong email address provided
That can happen easily, maybe there was a typo while entering the mail address and then our messages will not reach your mailbox, please also check that you have enough storage space in your mailbox.

Please contact us by e-mail directly (shop@masalo.eu) so that we can help you as quickly as possible if there is problem.

Where is my order / parcel?

First of all, thank you for your order! 🙂

For each order you will also receive a separate shipping confirmation by e-mail, which also includes a tracking link for your parcel.
Please also check your spam/junk folder of the e-mail provider from which you have made the order (often the deposited PayPal mail address).

Question about the cuff?

If you have a question about the cuff, please read the following pages first, where we already tried to answer almost all questions 🙂

Questions & Answers (FAQ)

Instruction manual, video and care instructions

If your question really is not answered there, you can of course send us an email to shop@masalo.eu.

Do you have a question about the correct fitting of the cuff?

If you are not sure whether your cuff fits properly, if the upper arm strap slips, sticks out, or you feel no relief, please reattach the cuff exactly as per instruction manual, watch our instruction video, do the function test and send us photos of your arm with the cuff on when you need it - we'll be happy to help 🙂

Instruction manual / video (click here)

Which size should I order?

All information regarding the size can be found on the product page (there you will also find the size chart and a measuring tape that you can print out if you do not have one at hand).

Please measure the thickest part of your affected forearm in a relaxed state, the arm should be slightly stretched, muscles untensed. Now you can see the correct size for your cuff in the table.
Please measure with utmost accuracy

Please also choose, whether you need your cuff for the left arm or for the right arm, because due to the different construction form the cuff is optimized for a specific arm side.

Product page:

Masalo® Cuff MED

You are wearing the cuff but still feel pain or even additional pain?

In general: Do not worry, a worsening of the health of a customer with a correct diagnosis and correctly applied cuff has not yet occurred.

It is often just a slight error regarding the fitting of the cuff that minimizes the effect - but we can easily fix this together.

Please send us photos of your arm with applied cuff and describe as accurately as possible your problem and when the pain occurs.

If you have severe pain, please do not use the cuff until we discover the cause of the problem.

Your exchange request

Please do not return the cuff before we could sort out what size you really need. We do not want to cause any trouble or inconveniences for you, but only the correctly sized cuff will be able to help you ridding your injury.

Please trust our size chart, it is always correct 🙂

In order to achieve the best results, please read our instruction manual again, try to fit the cuff according to the helpful illustrations and watch our instruction video as well.

A cuff in the wrong size would be completely ineffective. If you think you have done everything right and still think you need a different size, please send photos of your arm with the cuff attached.

No effect? No worries! 🙂

Don't worry!
If you feel no effect, then there is usually only a slight mistake regarding the fitting of the cuff, which we can easily fix together.

95% of our returns are based on fitting mistakes and correspondingly unachieved relief of strain and pain relief from misuse.

If you want to return the cuff because you do not feel the pain relief, please note the following:
We want every sold cuff to help and to achieve the best results possible and we are basically very accommodating.
For your health sake, please try to apply the cuff once again with the help of our instruction manual and send us pictures of your arm with the cuff attached - we are happy to help you 🙂

Revocation / Returning the cuff

If you do not like the cuff, a return is your right.

Please understand that we can only take back unused items that are suitable for resale.
Used and worn bandages can not be returned (or you must provide compensation for the value if the product is deteriorated visibly).

The Masalo® Cuff must achieve a noticeable relief within 15-30 minutes, otherwise something is wrong - (usually it is then a slight fitting mistake or just misplacement or mis-/self-diagnosis).

95% of our returns are based on fitting mistakes and correspondingly unachieved relief of strain and pain relief from misuse.

If you want to return the cuff because you do not feel the pain relief, please note the following:
We want every sold cuff to help and to achieve the best results possible and we are basically very accommodating.
For your health sake, please try to apply the cuff once again with the help of our instruction manual and send us pictures of your arm with the cuff attached - we are happy to help you 🙂

Please note:

Please understand that we can only take back unused items that are suitable for resale.
Used and worn bandages can not be returned (or you must provide compensation for the value if the product is deteriorated visibly).

By clicking on "Send message" your request for cancellation will be sent to us.
You will receive a confirmation of revocation by e-mail later.

Please DO NOT return the cuff before you have received this information from us.

Instructions for taking photos

1. Attach the cuff and stretch your arm as much as you can
2. take one picture each of the outer side of the arm as well as of the inner side of the arm
3. Use a wide angle so we can see everything from elbow to the wrist
4. Upload pictures and send the message to us

Please note:

By clicking on "Send message" your request for cancellation will be sent to us.
You will receive a confirmation of revocation by e-mail later.

Please DO NOT return the cuff before you have received this information from us.

Please view our data privacy statement here