To everyone who ordered a TheraPexa last holiday season,
We owe you an apology, and it is overdue.
In the fourth quarter of 2025, more of you ordered TheraPexa than we had ever planned for. Many of those orders were gifts. Too many of them arrived late, some arrived after the holidays had already passed, and some of you waited days without a single tracking update. A number of you also received a massager that did not perform the way it should have.
That is not the experience we promised, and we are sorry. If your gift showed up late, if you spent your time chasing us for answers, or if your massager let you down, we hear you. You trusted us with something that mattered, and we fell short.
We did not want to write this until we could show you exactly what we changed. Here it is.
What went wrong with shipping
Holiday demand outpaced both our inventory and our fulfillment setup. When stock ran low, orders sat in line waiting for the next shipment of units. When they did ship, they moved through carriers that were already overloaded for the season.
And our communication did not keep up. You deserved clear answers about where your order was, and you did not always get them.
How we fixed shipping
We moved fulfillment to a US warehouse in Dallas, Texas. Orders now ship from our Dallas fulfillment center, which keeps your massager closer to you and removes the long transit legs that slowed things down last year.
We stocked much deeper inventory. We built a far larger supply of units ahead of this holiday season, so your order ships from stock already on the shelf instead of waiting for a restock.
We upgraded our carriers and shipping speeds. We added faster carrier options and better service levels, so orders leave our warehouse sooner and reach your door sooner.
We made tracking proactive. You now get tracking updates as your order moves. If a package shows no tracking movement for 5 days, we treat it as lost and take care of it, so you never have to chase us.
The product concerns you raised
Shipping was not the only thing we heard about. Some of you told us about problems with the massager itself:
- Batteries that did not hold a charge, or charging that was unreliable.
- Heat that felt inconsistent or not warm enough.
- Kneading pressure that did not feel right.
- Build quality issues, including parts and straps that did not hold up to daily use.
Every one of those reports went straight to our team and to our manufacturer. We read them all, and we took them seriously.
How we upgraded TheraPexa
The TheraPexa you can order today is our upgraded version, built directly from your feedback.
A more dependable battery and charging system. We upgraded the battery and charging components for more consistent performance. It charges by USB C in about 2 hours and gives you 2 to 3 hours of cordless use on a full charge.
A more consistent heat function. We improved the heating elements so the adjustable heat setting performs evenly from session to session.
Refined kneading pressure. We refined the four kneading nodes and the intensity controls, so you can adjust the speed and mode until the pressure feels right for you.
A sturdier build. We strengthened the build, from the components inside to the straps and buckle, so it holds up to everyday use night after night.
To everyone who filed a BBB complaint
Some of you were frustrated enough to file a complaint with the Better Business Bureau. You should never have had to go that far to get our attention, and we are sorry that you did.
We have read every one of those complaints. Each one shows us a moment where we let someone down, whether it was a late delivery, an order with no tracking updates, a massager that did not work as it should, or a message to our team that waited too long for a reply.
We are responding to each BBB complaint directly and working to resolve every open case. Those complaints also shaped the shipping and product changes above, and they are why we now treat every support message as a priority.
If you filed a BBB complaint and have not heard from us, or you are not satisfied with how it was handled, please email support@therapexa.com with your BBB complaint number. We will review it personally.
Our promise going forward
Every TheraPexa is backed by our 90 day guarantee and a 1 year limited warranty. If something is not right, we want to hear about it, and we will respond quickly.
If you were affected last holiday season and your issue was never fully resolved, please email us at support@therapexa.com. We will personally look into it.
Thank you for your patience, for your honesty, and for giving us the chance to do better. We are grateful for every one of you, and we intend to earn your trust back one order at a time.
With gratitude,
Corbin
Founder, TheraPexa
TheraPexa is not a medical device. Not intended to diagnose, treat, cure, or prevent any disease.