Help & Support

Help & Support

Shipping

What do I do if I receive a notification saying my package is “Delivered” however I did not receive it?

You can check your mailbox, porch, garage, or any place in your house where the carrier might have placed it safely. You can also check it with others in your house that might have accepted the package. There are some instances that the courier is updating the status to “Delivered” but could still take 24-28 hours before they can deliver it to you. This is because of the surge of packages being handled by the local courier. If 48 hours have passed and you still do not have it, you can contact us or directly get in touch with your local courier.

How can I find my local tracking number? 

We have our Track Your Package feature on the website however it will not provide your local tracking number. If you would need to contact your local courier, you can get your local tracking number by going to https://www.kenkoback.com/apps/parcelpanel

Why is my tracking number not working?

Our tracking numbers take a couple of days to become active. Tracking numbers have been slow to update despite the packages being shipped as they are processed by our shipping partners. Don’t be alarmed if you get an error message when you track the package, kindly give it some time to be activated.

Why is my tracking number not moving/updating?

Due to the number of packages being handled by our couriers, some of the package statuses are not being updated in real-time. Sometimes, the packages are being delayed because of unforeseen incidents. If you think that the package has been stuck for a period of time, you can contact us and we will be happy to verify the status with our Logistics Team.

ORDERING

I forgot to use the discount code, can I cancel the order and place a new one with the code?

If in case you forgot to apply the discount code, you can get in contact with us to manually update the code. Just make sure to provide the code for us to check if you are eligible to use the code. 

There is another charge showing in my bank account. Was I double-charged?

If in case you see two charges, the other one might be the authorization charge. This is not an actual charge, an authorization charge is an approval from a card issuer, usually through a credit card processor, that the customer has sufficient funds to cover the cost of the transaction. You can also verify this with your banking authority.

Why am I not receiving email updates?

You may not be receiving confirmation emails or updates due to an invalid email when you placed your order. Our emails will also occasionally appear in your junk mail folder, so please check that inbox as well.

I incorrectly placed the order, can I still cancel it?

If you have accidentally placed an order then we recommend getting in contact with us ASAP. Unfortunately once the order is fulfilled, we will have no way to cancel it.

I did not receive my invoice, how can I request it?

If you would like to request an invoice, you can send us an email and we will be happy to provide it to you. 

Which currency is shown on your website?

Prices on our website will be shown in your local currency but will automatically convert to USD at checkout.

Which payment methods do you accept?

  • We accept payments in USD from the following card providers:
  • Visa
  • Mastercard
  • American Express
  • Afterpay
  • We also accept PayPal and Apple Pay.

    If you're using Apple Pay, please take extra care to double-check your shipping address before placing your order, as it sometimes auto-fills your billing address into the shipping address section.

Can I use multiple discount codes at once?

Unfortunately, there is a limit of one discount code per order! Many of our discount codes are also limited to one use per customer.

Product

What is the difference between the Neck Cloud and the Neck Hero?

The Neck Cloud is made from firm memory foam so it is a lot more comfortable but only has two levels of traction depending on which end of the device you use. The Neck Hero is made from ABS and is a lot harder due to the acupressure nodes. However, the Neck Hero has three adjustable levels which allows for more cervical traction. The acupressure nodes are a point of contention with our customers. Certain customers love them while others don't like them at all. This is the main reason we added the Neck Cloud to our line.

Help & Support

Shipping

What do I do if I receive a notification saying my package is “Delivered” however I did not receive it?

You can check your mailbox, porch, garage, or any place in your house where the carrier might have placed it safely. You can also check it with others in your house that might have accepted the package. There are some instances that the courier is updating the status to “Delivered” but could still take 24-28 hours before they can deliver it to you. This is because of the surge of packages being handled by the local courier. If 48 hours have passed and you still do not have it, you can contact us or directly get in touch with your local courier.

How can I find my local tracking number? 

We have our Track Your Package feature on the website however it will not provide your local tracking number. If you would need to contact your local courier, you can get your local tracking number by going to https://www.kenkoback.com/apps/parcelpanel

Why is my tracking number not working?

Our tracking numbers take a couple of days to become active. Tracking numbers have been slow to update despite the packages being shipped as they are processed by our shipping partners. Don’t be alarmed if you get an error message when you track the package, kindly give it some time to be activated.

Why is my tracking number not moving/updating?

Due to the number of packages being handled by our couriers, some of the package statuses are not being updated in real-time. Sometimes, the packages are being delayed because of unforeseen incidents. If you think that the package has been stuck for a period of time, you can contact us and we will be happy to verify the status with our Logistics Team.

ORDERING

I forgot to use the discount code, can I cancel the order and place a new one with the code?

If in case you forgot to apply the discount code, you can get in contact with us to manually update the code. Just make sure to provide the code for us to check if you are eligible to use the code. 

There is another charge showing in my bank account. Was I double-charged?

If in case you see two charges, the other one might be the authorization charge. This is not an actual charge, an authorization charge is an approval from a card issuer, usually through a credit card processor, that the customer has sufficient funds to cover the cost of the transaction. You can also verify this with your banking authority.

Why am I not receiving email updates?

You may not be receiving confirmation emails or updates due to an invalid email when you placed your order. Our emails will also occasionally appear in your junk mail folder, so please check that inbox as well.

I incorrectly placed the order, can I still cancel it?

If you have accidentally placed an order then we recommend getting in contact with us ASAP. Unfortunately once the order is fulfilled, we will have no way to cancel it.

I did not receive my invoice, how can I request it?

If you would like to request an invoice, you can send us an email and we will be happy to provide it to you. 

Which currency is shown on your website?

Prices on our website will be shown in your local currency but will automatically convert to USD at checkout.

Which payment methods do you accept?

  • We accept payments in USD from the following card providers:
  • Visa
  • Mastercard
  • American Express
  • Afterpay
  • We also accept PayPal and Apple Pay.

    If you're using Apple Pay, please take extra care to double-check your shipping address before placing your order, as it sometimes auto-fills your billing address into the shipping address section.

Can I use multiple discount codes at once?

Unfortunately, there is a limit of one discount code per order! Many of our discount codes are also limited to one use per customer.

Product

What is the difference between the Neck Cloud and the Neck Hero?

The Neck Cloud is made from firm memory foam so it is a lot more comfortable but only has two levels of traction depending on which end of the device you use. The Neck Hero is made from ABS and is a lot harder due to the acupressure nodes. However, the Neck Hero has three adjustable levels which allows for more cervical traction. The acupressure nodes are a point of contention with our customers. Certain customers love them while others don't like them at all. This is the main reason we added the Neck Cloud to our line.

Shipping

What do I do if I receive a notification saying my package is “Delivered” however I did not receive it?

You can check your mailbox, porch, garage, or any place in your house where the carrier might have placed it safely. You can also check it with others in your house that might have accepted the package. There are some instances that the courier is updating the status to “Delivered” but could still take 24-28 hours before they can deliver it to you. This is because of the surge of packages being handled by the local courier. If 48 hours have passed and you still do not have it, you can contact us or directly get in touch with your local courier.

How can I find my local tracking number? 

We have our Track Your Package feature on the website however it will not provide your local tracking number. If you would need to contact your local courier, you can get your local tracking number by going to https://www.kenkoback.com/apps/parcelpanel

Why is my tracking number not working?

Our tracking numbers take a couple of days to become active. Tracking numbers have been slow to update despite the packages being shipped as they are processed by our shipping partners. Don’t be alarmed if you get an error message when you track the package, kindly give it some time to be activated.

Why is my tracking number not moving/updating?

Due to the number of packages being handled by our couriers, some of the package statuses are not being updated in real-time. Sometimes, the packages are being delayed because of unforeseen incidents. If you think that the package has been stuck for a period of time, you can contact us and we will be happy to verify the status with our Logistics Team.

ORDERING

I forgot to use the discount code, can I cancel the order and place a new one with the code?

If in case you forgot to apply the discount code, you can get in contact with us to manually update the code. Just make sure to provide the code for us to check if you are eligible to use the code. 

There is another charge showing in my bank account. Was I double-charged?

If in case you see two charges, the other one might be the authorization charge. This is not an actual charge, an authorization charge is an approval from a card issuer, usually through a credit card processor, that the customer has sufficient funds to cover the cost of the transaction. You can also verify this with your banking authority.

Why am I not receiving email updates?

You may not be receiving confirmation emails or updates due to an invalid email when you placed your order. Our emails will also occasionally appear in your junk mail folder, so please check that inbox as well.

I incorrectly placed the order, can I still cancel it?

If you have accidentally placed an order then we recommend getting in contact with us ASAP. Unfortunately once the order is fulfilled, we will have no way to cancel it.

I did not receive my invoice, how can I request it?

If you would like to request an invoice, you can send us an email and we will be happy to provide it to you. 

Which currency is shown on your website?

Prices on our website will be shown in your local currency but will automatically convert to USD at checkout.

Which payment methods do you accept?

  • We accept payments in USD from the following card providers:
  • Visa
  • Mastercard
  • American Express
  • Afterpay
  • We also accept PayPal and Apple Pay.

    If you're using Apple Pay, please take extra care to double-check your shipping address before placing your order, as it sometimes auto-fills your billing address into the shipping address section.

Can I use multiple discount codes at once?

Unfortunately, there is a limit of one discount code per order! Many of our discount codes are also limited to one use per customer.

Product

What is the difference between the Neck Cloud and the Neck Hero?

The Neck Cloud is made from firm memory foam so it is a lot more comfortable but only has two levels of traction depending on which end of the device you use. The Neck Hero is made from ABS and is a lot harder due to the acupressure nodes. However, the Neck Hero has three adjustable levels which allows for more cervical traction. The acupressure nodes are a point of contention with our customers. Certain customers love them while others don't like them at all. This is the main reason we added the Neck Cloud to our line.

Shipping

What do I do if I receive a notification saying my package is “Delivered” however I did not receive it?

You can check your mailbox, porch, garage, or any place in your house where the carrier might have placed it safely. You can also check it with others in your house that might have accepted the package. There are some instances that the courier is updating the status to “Delivered” but could still take 24-28 hours before they can deliver it to you. This is because of the surge of packages being handled by the local courier. If 48 hours have passed and you still do not have it, you can contact us or directly get in touch with your local courier.

How can I find my local tracking number? 

We have our Track Your Package feature on the website however it will not provide your local tracking number. If you would need to contact your local courier, you can get your local tracking number by going to https://www.kenkoback.com/apps/parcelpanel

Why is my tracking number not working?

Our tracking numbers take a couple of days to become active. Tracking numbers have been slow to update despite the packages being shipped as they are processed by our shipping partners. Don’t be alarmed if you get an error message when you track the package, kindly give it some time to be activated.

Why is my tracking number not moving/updating?

Due to the number of packages being handled by our couriers, some of the package statuses are not being updated in real-time. Sometimes, the packages are being delayed because of unforeseen incidents. If you think that the package has been stuck for a period of time, you can contact us and we will be happy to verify the status with our Logistics Team.

Product

What is the difference between the Neck Cloud and the Neck Hero?

The Neck Cloud is made from firm memory foam so it is a lot more comfortable but only has two levels of traction depending on which end of the device you use. The Neck Hero is made from ABS and is a lot harder due to the acupressure nodes. However, the Neck Hero has three adjustable levels which allows for more cervical traction. The acupressure nodes are a point of contention with our customers. Certain customers love them while others don't like them at all. This is the main reason we added the Neck Cloud to our line.

ORDERING

I forgot to use the discount code, can I cancel the order and place a new one with the code?

If in case you forgot to apply the discount code, you can get in contact with us to manually update the code. Just make sure to provide the code for us to check if you are eligible to use the code. 

There is another charge showing in my bank account. Was I double-charged?

If in case you see two charges, the other one might be the authorization charge. This is not an actual charge, an authorization charge is an approval from a card issuer, usually through a credit card processor, that the customer has sufficient funds to cover the cost of the transaction. You can also verify this with your banking authority.

Why am I not receiving email updates?

You may not be receiving confirmation emails or updates due to an invalid email when you placed your order. Our emails will also occasionally appear in your junk mail folder, so please check that inbox as well.

I incorrectly placed the order, can I still cancel it?

If you have accidentally placed an order then we recommend getting in contact with us ASAP. Unfortunately once the order is fulfilled, we will have no way to cancel it.

I did not receive my invoice, how can I request it?

If you would like to request an invoice, you can send us an email and we will be happy to provide it to you. 

Which currency is shown on your website?

Prices on our website will be shown in your local currency but will automatically convert to USD at checkout.

Which payment methods do you accept?

  • We accept payments in USD from the following card providers:
  • Visa
  • Mastercard
  • American Express
  • Afterpay
  • We also accept PayPal and Apple Pay.

    If you're using Apple Pay, please take extra care to double-check your shipping address before placing your order, as it sometimes auto-fills your billing address into the shipping address section.

Can I use multiple discount codes at once?

Unfortunately, there is a limit of one discount code per order! Many of our discount codes are also limited to one use per customer.

Still Need Help?

Email our friendly team at

 support@kenkoback.com

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