If you are searching "is TheraPexa legit," you have probably seen two things: people who love their massager, and people who had a bad experience with us during the holidays. Both are real. This page gives you the facts, including the parts we are not proud of, so you can decide for yourself.
The short answer: yes, TheraPexa is a real company that has shipped to more than 15,000 customers. We also failed a lot of people during two holiday seasons, and we would rather tell you that story ourselves.
Who we are
- Brand: TheraPexa, a cordless neck massager with deep kneading and an adjustable heat setting
- Company: TheraPexa is operated by Nexacore Inc.
- Selling since: 2024
- Customers: more than 15,000
- Ships from: our fulfillment center in Dallas, Texas
- Business address: 2940 Blystone Lane, Dallas, Texas 75220
- Support: support@therapexa.com
- Official store: trytherapexa.com
We only sell through our official store. If you see TheraPexa on a lookalike website or an unfamiliar marketplace listing, it is not us, and we cannot honor the guarantee or warranty on it.
What went wrong in Holiday 2024 and Holiday 2025
You deserve a plain account, so here it is.
Holiday 2024. Our fulfillment broke down during the holiday rush. Many orders shipped late, delays carried into early 2025, and our support team could not keep up with the messages coming in. A lot of the negative reviews you will find online come from this period.
Holiday 2025. Demand was far higher than we planned for. Inventory ran short, orders waited for restocks, carriers were overloaded, and tracking updates went quiet. Some customers also told us their massager had problems with charging, heat, kneading pressure, or build quality.
Some of those customers filed complaints with the Better Business Bureau and left reviews on Trustpilot. Those complaints are real, and they are fair. We read every one of them, and we are responding to each BBB complaint directly.
We wrote a full apology with every detail of what we changed. You can read it here: An Apology for Holiday 2025, and Everything We Changed Because of It.
What we fixed
- Dallas fulfillment. Orders now ship from our fulfillment center in Dallas, Texas, which keeps your order closer to you.
- Deeper inventory. We stocked far more units ahead of the holidays, so orders ship from stock already on the shelf.
- Faster carriers. We added faster carrier options and better service levels.
- Proactive tracking. You 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.
- An upgraded massager. Our current version improves the battery and charging system, the heat function, the kneading pressure controls, and overall durability, based directly on customer feedback.
Our 90 day guarantee
Every TheraPexa comes with a 90 day guarantee. Use it at home for up to 90 days. If it is not right for you, contact support@therapexa.com and we will help you with a return.
Warranty
Every massager includes a 1 year limited warranty. You can also add our optional Lifetime Warranty at checkout, which covers replacements for life.
Pay with HSA or FSA funds through Truemed
We partner with Truemed so eligible customers can use pre tax HSA or FSA dollars toward their TheraPexa. Choose Truemed at checkout to see if you qualify. Eligibility is determined by Truemed.
Still have questions?
Email us at support@therapexa.com. If you had a problem with an order in either holiday season and it was never fully resolved, tell us, and include your order number or BBB complaint number. We will review it personally.
We know trust is earned, not claimed. Thank you for taking the time to look into us.
TheraPexa is not a medical device. Not intended to diagnose, treat, cure, or prevent any disease.