FAQs
Frequently Asked Questions (FAQs)
Find answers to the most common questions about your Therava™ 3-in-1 Back Massager, orders, shipping, and returns. If you don’t see your question here, feel free to reach out at help@mysoothelab.com.
Product Questions
How do I turn on the Therava™ 3-in-1 Back Massager?
Hold the power button (with the Auto icon) for 3 seconds until the red light stays on. This activates Automatic Mode, which cycles through vibration, heat, and traction lifting. To switch to Manual Mode, hold the Manual button for 3 seconds and use the same button to toggle between modes (blue = vibration, green = traction lifting, red = heat).
Does it need to stay plugged in to work?
Yes. The massager is not rechargeable and must remain connected to power during use. This allows the traction system and heat therapy to function properly.
Can I use my own charger?
Only use the included USB cable and a standard 5V 2A–3A adapter. Avoid fast chargers or high-voltage adapters, as they may damage the internal chip. If your order included a wall adapter, please use that one.
Is it suitable for plus-size users?
Yes. The Therava™ 3-in-1 Back Massager comfortably supports a wide range of body types with its flexible traction system that adapts to your back’s natural shape. It supports up to approximately 350 lbs.
How long should each session be?
We recommend 10–15 minutes per session. You can use it once or twice a day as needed for relief and relaxation.
Can I use it while lying down?
Yes, you can use it on a flat bed, couch, or reclined chair. Just make sure the device stays straight and is not bent or forced into position.
Order & Shipping
How long does shipping take?
Our standard shipping time is 7–10 business days (tracked and insured). Express shipping options (typically 5–8 business days) are also available at checkout. You’ll receive a tracking link once your order ships.
Where can I track my order?
You can track your order anytime on our Order Tracking page. Simply enter your order number and email address to view the latest status.
Do you ship internationally?
Yes. We currently ship worldwide.
Returns & Refunds
What is your return policy?
We offer a 30-day money-back guarantee from the date your order is delivered.
For full return instructions, please visit our Refund Policy page.
How do I start a return?
Email us at help@mysoothelab.com with your order number. Our team will help you choose the best return option and provide the return address.
Troubleshooting
My device isn’t turning on. What should I do?
Check that the cable is securely connected to both the power source and the massager. Hold the button for a full 3 seconds (not a tap) and watch for the startup light sequence: red → blue → green. If it still doesn’t power on, see our Troubleshooting page for more help.
The device worked once and then stopped. What does that mean?
This usually means a high-voltage charger was used. Try again using the included cable and a standard 5V adapter. If the issue persists, upload a short video of the issue using our Upload Your Product Issue Video form.
How warm should the heating feature feel?
The heat gradually increases for safety and comfort. Give it 3–5 minutes to reach full warmth. It’s designed for consistent, soothing heat rather than intense temperature.
Contact Us
Still have questions? We’re here to help.
Email us at help@mysoothelab.com or visit our Contact page.