What currency are the prices do I see in the site?
All prices are in USD.

I just placed an order, when will it ship?
Please allow 24-72 hours production time for your order to ship out, average shipping times are 7-10 business days excluding holidays.
Tracking numbers will be updated 3-5 business days after your order has been SHIPPED. If you don't have a tracking number after 5 business days please email us at support@luxeaze.com

I am not in love with my order, can it be returned? What if there is an issue?
We offer a 100 % money-back guarantee if the product is defective or damaged. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include your full name and order number on the returned parcels.
Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

Can I cancel my order?
You are able to cancel your order with no penalty! You must cancel your order before it ships. If the item is already sent please use our easy return system to get a full refund. Kindly notify us via email at support@luxeaze.com

I have entered an incorrect address what do I do now?
If you have miss-spelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double-check if the address given is wrong kindly notify us via email at support@luxeaze.com. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

How long does shipping take?
Shipping times vary. The average shipping time is 7-10 business days. 

How long does the Serena Heating & Massager Pad stay charged?

The heating and massager pad can provide 90-120 minutes of continuous heat therapy on a full charge.

Is the Serena Heating & Massager Pad safe to use during sleep?

Yes, the heating pad is designed with an automatic shut-off feature. It will turn off within 20 minutes if it detects no movement, ensuring your safety and preventing overheating.

 

Can I adjust the temperature and the massage intensity mode on the Serena Heating & Massager Pad?

Yes, the heating pad offers four adjustable temperature settings (37/45/55/65°C) and four massage intensity level. You can choose the temperature and the massage intensity that suits your comfort level and needs.

Can I use the Serena Heating & Massager Pad on other body parts besides the waist?

While it is primarily designed for the waist, you can also use the heating pad on other areas of your body, such as the lower back, abdomen, or thighs, to help relieve muscle tension and discomfort.

How to charge the Serena Heating & Massager Pad?

To charge your device, please follow these instructions:

• Connect the device to the charger and allow it to charge for a minimum of 2 hours.
• The white indicator light will be blinking during the charging process and will stop once the device is fully charged.
• The device is equipped with an auto power cut-off feature, enabling you to safely charge it overnight without any concerns.
• Upon completing the charging process, your device will be ready to use and provide you with a battery backup of up to 90-120 minutes

Are there any health conditions that make using the Serena Heating & Massager Pad inadvisable?

Yes. For your safety, please consult your doctor before using the device if you have any of the following conditions:

• Coronary heart disease or other heart conditions
• Unhealed skin wounds or skin abnormalities
• Gout (during a flare-up or if you haven't fully recovered)
• Pregnancy
• Uterine fibroids

I have a question that wasn't answered, can you please help?

Absolutely! Please send us an email to support@luxeaze.com and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.