CUSTOMER CARE
HOW QUICKLY WILL YOU RESPOND TO MY MESSAGE?
Our customer care team typically responds within 24–48 business hours. Messages are answered in the order they are received. For faster assistance, please include your full name and order number when contacting us at info@silmorae.com .
ORDERS AND SHIPPING
CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
Please contact us at info@silmorae.com as soon as possible with your name, order number and correct shipping address. We will do our best to update your information, but changes cannot be guaranteed once an order has entered processing or has been shipped.
HOW LONG DOES ORDER PROCESSING TAKE?
Orders are generally processed within 1–3 business days. During holidays, promotions or periods of high demand, processing may require additional time. You will receive an email with tracking information once your order has shipped.
HOW LONG DOES DELIVERY TAKE?
Most orders are delivered within 5–12 business days after shipment. Delivery times are estimates and may vary depending on the destination, carrier operations, weather conditions, holidays or other circumstances outside our control.
HOW CAN I TRACK MY ORDER?
Once your order ships, you will receive a confirmation email containing your tracking number. You can also visit the Track My Order page through our main menu and enter your tracking information.
WHY ISN’T MY TRACKING NUMBER WORKING?
Tracking information can take approximately 2–5 business days to appear after the shipping confirmation is sent. If your tracking information has not updated after five business days, please contact us at info@silmorae.com with your order number.
MY TRACKING SAYS DELIVERED, BUT I HAVEN’T RECEIVED MY ORDER. WHAT SHOULD I DO?
First, verify the delivery address, check around your property and ask other members of your household or nearby neighbors whether they accepted the package. Carriers may occasionally mark an order as delivered shortly before completing the delivery.
If the package still cannot be located, contact the carrier using your tracking number and email us at info@silmorae.com . We will review the available tracking information and assist you with the appropriate next steps.
DAMAGED, INCORRECT OR MISSING ITEMS
WHAT SHOULD I DO IF MY ORDER ARRIVES DAMAGED, INCORRECT OR INCOMPLETE?
Please contact us at info@silmorae.com as soon as possible after delivery. Include your full name, order number, a description of the issue and clear photographs of the product, packaging and shipping label.
Our customer care team will review your request and provide the appropriate next steps. Please retain the product and its original packaging until your request has been resolved.
SILMORAE ROLLEASE™
WHERE CAN I USE SILMORAE ROLLEASE™?
RollEase™ is designed for accessible muscle areas such as the shoulders, upper back, arms, thighs and calves. Do not use it on the head, front of the neck, spine, bones, joints, broken skin or swollen and sensitive areas.
HOW DO I USE ROLLEASE™?
Place the rollers against the desired muscle area and begin with the lowest intensity. Hold the ergonomic frame securely and guide the device using light, controlled pressure. Keep the device moving and stop immediately if you experience pain, numbness or unusual discomfort.
Always read and follow the instructions supplied with your device before use.
HOW LONG SHOULD EACH SESSION LAST?
Begin with a short, comfortable session on the lowest intensity. Avoid prolonged use on the same area and allow your comfort level to guide each session. Stop using the device if you experience discomfort.
HOW MANY INTENSITY LEVELS DOES ROLLEASE™ HAVE?
RollEase™ features three adjustable vibration levels, allowing you to personalize the intensity according to your comfort and the area being massaged.
IS ROLLEASE™ CORDLESS AND RECHARGEABLE?
Yes. RollEase™ is USB rechargeable and designed for cordless use. Charge it using the supplied cable before use, then disconnect the cable before beginning your body-care routine.
HOW DO I CLEAN ROLLEASE™?
Turn off and disconnect the device before cleaning. Wipe the exterior and rollers with a soft, slightly damp cloth. Do not immerse the device in water or apply cleaning products directly to it. Allow it to dry completely before charging or using it again.
WHO SHOULD CONSULT A HEALTHCARE PROFESSIONAL BEFORE USING ROLLEASE™?
RollEase™ is intended for general comfort and relaxation and is not designed to diagnose, treat or prevent a medical condition. Consult a qualified healthcare professional before use if you are pregnant, have an implanted medical device, reduced sensation, a circulation condition, an injury or another health concern.
RETURNS
WHAT IS YOUR RETURN POLICY?
We offer a 30-day return period beginning on the date your order is delivered. To request a return, contact us at info@silmorae.com before sending the product back. Products returned without prior authorization might not be accepted.
Eligibility requirements and additional information are available in our Refund Policy.