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FAQ

Find answers to common questions.

General Questions

What Is Inside the Box?

- 1 Nektric Pro 2 device

- Quickstart User Manual

USB-C charging cable

- 1 Free Pair of Electrode Gel Pads

Order Tracking

How Do I Track My Order?

You can look up your order with your order number and the email or phone number used to checkout. To look up your order now, visit our "Track Orders" page now.

NOTE: Please provide your number at checkout to receive regular shipping updates to ensure your package arrives successfully.

Product Q&A

How Does Nektric Work?

The Nektric works by combining low frequency electrical impulses with consistent heat and TENS™ (Transcutaneous Electrical Nerve Stimulation) technology. As a result, problem areas experience more blood flow and the release of natural painkillers called endorphins.

EMS electrical pulse technology was approved and proven by the United States Department of Health and Human Services as well as the FDA to relieve muscle stiffness.

With 15 levels, you can start by the lightest level. And the infrared heat function can be used to ease muscle tension, stress, and promote blood circulation.

Is This Safe For Everyone?

The following people are at an elevated risk from electric currents and shouldn’t use electrotherapy.

DO NOT USE IF:

- you are pregnant

- use a pacemaker

- experience seizures

- have a bleeding disorder

- have heart problems.

Will It Fit Me?

Yes! Nektric features a stretchable neck band that can open up to adjust to almost any neck size. It also features comfortable and skin-friendly austenitic steel metal sheets that mold to the curve of your neck for a snug and tight fit.

Will It Hurt Me Due To Electricity?

The rated working voltage is 5V, which is far lower than the international safety voltage standard 36V. The massage machine uses pulse technology, and you will feel a slight electric flow that won’t hurt you.

Is The Massager Noisy?

It makes no sound at all. It does not vibrate. Instead, it sends pulses in varying degrees and modes, and can be combined with heat. It has a safety feature that will automatically shut itself off after a set amount of time.

How Long Will The Electrode Pads Last?

To experience the best massage effect, please make sure the the electrode plates keep closely touching to your skin (Tie up your hair and take off necklaces before use). And we suggest using a wet towel to moisten your neck a bit in advance.

On average, one set of Nektric electrode gel  pads is good enough to last for 20-25 stimulation sessions. To extend lifetime of pads, we recommend you regularly clean the sticky side with antiseptic alcohol tissues to remove hair and oil.

When Should I Replace The Pads?

Replace your pads when they no longer stick to your skin or when the sticky side is covered with lint.

Can The Nektric Be Used WIthout Gel Pads?

Though it is not recommended for optimal comfort and mobility, yes.

For those who want to experience an even more intense massage, you can remove the gel pads, but 1) DO NOT use against dry skin, 2) It is very important that you moisten the neck with either a wet towel or other lubricating water-based lubricating gel, and 3) keep the electrodes snug and tight against the skin.

If you have run out of gel pads, we recommend purchasing replacements here.

How long Does it take to Fully Charge?

Charging battery to full should not take more than 60 minutes. You can charge Nektric from any micro-USB connection or standard USB-compatible AC charger. Nektric comes with a USB-C charging cable, which is capable of charging at a quicker rate than older connections.

What are the hardware specs?

2 stimulation electrodes with dual power output.

Asymmetrical balanced trapezoid waveform.

Regulated Voltage: 3.7V

Max Power: 4W

Mode: MX-N301

Weight: 130.5g

High Temp: 42 +- 3*C

Low Temp: 38 +- 3*C

Batter Cap: 1000mAh

Power USB 5V 1-2.1A charging point

Universal high voltage

USB-C connector for lead/charging cables

How many Stimulation Sessions Can Nektric Provide On A Single Full Charge?

When fully charged, the device should be good enough for at least 2 hours worth of sessions. Since each session lasts 15 minutes, you can expect about 8 sessions.


One charge can easily cover a daily stimulation plan, which we recommend to be at least 2 sessions per day.

In general, an average active user should expect to re-charge Nektric 2 times a week.

How Many Modes Does The Device Have?

The massager has 15 strength levels. Right out of the box, the default intensity setting is the first strength level. You can adjust it as needed.

Troubleshoot: Every time you switch massage modes by clicking the "M" button, it will reset the strength settings to ZERO so you must click the "+" button to increase the intensity of the massage.

After turning on the massager make sure to first click the "M" or Mode button to activate the massage then increase intensity.

Why Does The Massager Automatically Turn Off?

Here are three different situation for this issue:

1. The massager has a default setting that it will automatically shut off after 15 minutes.

2. When the massager runs out of power, it will automatically shut off.

3. When using it, if you take off the massager and leave it without any operation for 60 seconds, the massager will automatically shut off.

Can I Download The User Guide?

Can I Download The Full Quickstart Guide?

Yes, you can download the full user guide here.

Troubleshooting Tips

Usually, when we receive “non functioning” inquiries, it almost always turns out that the device is fully functioning but not being operated correctly. Please make sure to read though the entire quickstart manual first.

Here is a quick troubleshooting guide:

1. If the battery is low, the massage is weaker. Please make sure you are charging with a quality output.

- Before putting the device around your neck, make sure the electrodes are clean and gel pads are applied.

VERY IMPORTANT: (We highly recommend using gel pads as they greatly enhance the efficiency and comfortability of your session).

If you are not using gel pads, make sure you apply moisture in the form of water or water-based gel to your neck. This moisture is needed in order to conduct and contract your muscles correctly.

- Make sure to get the electrodes are in full contact with the skin at the back of your neck as snuggly as possible.

- WIth the device still off, place it around your neck.

- Now you can safely turn on the device by holding down the power button until voice assistance is initialized.

- To activate heat, quickly tap the same power button once for high heating, twice for low heating, and 3 times turn it back off.

Now, select your desired therapeutic mode by tapping the button above the power button.

Once you have selected your preferred mode, use the +/- buttons on the other side to increase intensity level to your liking.

- Intensity resets to 1 (for your comfort and safety) each time you switch modes. so remember to readjust to the desired intensity.

- Device will automatically turn off after 15 minutes.

- If desired, simply turn the device back on to enjoy another 15 minute session.

If you've done all of this and are still having problems, please contact us here.

We are more than happy to help troubleshoot the issue together.

Shipping

How much is shipping?

We offer FREE standard delivery on all orders, but additional paid shipping options are available at checkout.

NOTE: Please provide your number at checkout to receive regular shipping updates to ensure your package arrives successfully.

What Are Your Shipping Times?

All preorders between 9/10-9/15 ship on 9/16.

Depending on your location, delivery times may be slightly impacted due to COVID-19 freight and logistics restrictions.

Current Shipping Estimates

πŸ‡ΊπŸ‡Έ
 USA 
Standard  | 10 - 14 Business Days
 USA Express  | 6 - 12 Business Days 

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AU Standard | 9 - 14 Business Days
AU Express | 6 - 10 Business Days 

πŸ‡¬πŸ‡§
UK Standard
 | 9 - 14 Business Days
UK Express | 6 -10 Business Days

πŸ‡¨πŸ‡¦
CA Standard
 | 8 - 15 Business Days 
CA Express | Unavailable

 

Order Processing

Your order will be packaged, prepared, processed, and shipped out within 1-2 business days.

I just ordered a product need to change it.

If you need to change an order that you just placed through our website, you need to email support@nektric.com immediately with your changes.

Typically our orders take 1 business day to process, so if you catch us before your order has been processed we may be able to change it.

We do our very best in attempting to accommodate your request, but unfortunately we are no longer able to make changes once the order is processing at our Fulfillment centers and we cannot change the address or re-route them once they are shipped.

Returns

What is the Nektric return policy?

If for any reason you are dissatisfied with your product, you can return it for a full refund within 30 days following your delivery.

Email our friendly customer service team to support@nektric.com, and we'll provide you with instructions for returning your items. Easy as that!

NOTE: To be eligible for a return, your products must be clean and undamaged.

Once the item(s) are returned to our warehouse, we will send you a refund for the amount paid for each item returned.

 

We have a risk free 30-day guarantee!

If you don't have a great experience for ANY reason, we will do WHATEVER it might take to make sure you are totally satisfied with your purchase. Contact Us

 

How do I return something? 

We offer returns for product that are either defective or damaged during shipping.

Our Returns Policy timeframe is 30 days from when an order arrives at your address.

Please feel free to contact us about returns at support@nektric.com.

If you are unsatisfied with your order - please contact our support and we will do our best to help you out!

 

Please Note: Only returns for electronic devices may be made. There are no refunds or returns on gel pads purchases.

Payments

What Payment Methods Do You Accept?

We accept Visa, MasterCard, American Express, Discover, Diners Club, JCB, Venmo, Apple Pay and PayPal.

Our checkout is super easy, fast, and secure. Enter your shipping address and payment method, then place your order!

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Get Your Questions Answered.

For any questions about your order, shipping, returns and product info, please refer to our FAQ below or contactΒ us at support@nektric.com.

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