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Orders placed before noon/12PM Eastern on business days (Monday-Friday) will typically ship out same day. Our warehouses ship orders Monday through Friday. (So, if you place an order after 12:00 PM Eastern on Friday, for example, it will leave our warehouse the following Monday.)
Delivery time once an order is fulfilled varies depending on the destination. For orders within the US, estimated delivery for USPS First Class Mail is currently 3-5 business days after the date of shipping. You can on the latest from USPS and UPS here:
 
USPS Service Alerts
UPS Service Alerts
Note: Expedited delivery times start after an order leaves our warehouse. While we'll always make every effort to ship your order as soon as possible, we may not be able to guarantee same-day shipping during periods of high volume.

When will my order ship?

Your satisfaction with our product is important to us, and we understand that the Wave is a unique type of device that may not work for everyone! 
 
(If you are initiating a return for a warranty replacement, DO NOT use this portal. Instead, please contact our support team to initiate the warranty process.)
 
Before we walk you through the returns process, we'd like to check on a few things—they might seem a little silly to you, but since the Wave is the first device of its kind, there's been some confusion about how to use it! Many customers report that it can take 1-2 weeks of using the Wave to understand how or if it's helping them. Please check out our tips here to make sure you've been using your Wave correctly.
 
If you still feel like the Wave just isn't for you, the return process is as follows:
Start your return at returns.embrlabs.com within 60 days* of your order's ship date. 
Click on the item(s) you wish to return** and choose a return reason for each item.
Then, click the black COMPLETE RETURN button at the bottom of the screen to receive a refund estimate and download a prepaid USPS shipping label.
 Use prepaid USPS label to send us your Wave with its original packaging, manuals, and accessories. [Note: Shipping labels not used within 15 days will be voided by USPS, and your return authorization may be invalidated or subject to additional restocking fees of up to 50% as a result.]
Once we receive this shipment from you, we'll inspect it to make sure the product is in good condition and that all accessories are included; and then we'll issue a full refund back to your original payment method. This process typically takes about 2 weeks from the date your return is delivered. If the return is damaged or missing any manuals and accessories, we reserve the right to take a 15% restocking fee.

 
*Holiday returns: Purchases made from November 24 - December 31 may be returned through January 31 of the following year. 
**Final Sale items: Items marked 'Final Sale' are not eligible for return or exchange for any reason. Repairs or replacements may be provided per the terms of the 1-year limited warranty, as described in the Terms of Sale.

How do I return my Wave for a refund?

It typically takes about 2 weeks after your return is delivered for inspection and processing before we're able to issue a refund.
You'll receive an email confirming the details of your refund as soon as it is issued.
Our hours are Monday through Friday from 9am to 5pm Eastern.
 
Can’t find your answer in our support center? Contact us directly.

How long does it take to process a refund?

Are you having an problems with your Wave 2 that troubleshooting hasn't been able to help? You can try resetting your Wave back to the original factory settings. Take a look at this quick video or follow the steps below:

PLEASE NOTE: If you reset your Wave 2, you will need to reconfigure any device settings like lights options or button presets. You will not lose any saved sessions or synced usage data since those are all saved in your app account, not the Wave itself.:
Press your Wave’s blank button and wait for 2 seconds. The white LED will show up to indicate the device is ready to use. (Continue with the next steps even if you aren't seeing a light.)
Open the Embr Wave 2 app and go to Settings > Add/Remove Device. 
If you see the Remove Device button, tap it to disconnect your Wave. If you don’t see the Remove Device button, move on to the next step.
Force-close the Wave 2 app. (Here's how to force-quit an app on iOS and on Android.)
Then go to your phone's (not the app's) Settings > Bluetooth (or Connected Devices) and forget any instances of Wave 2. (Here's how to forget devices for iOS and Android.) 
Still in your phone’s Settings, toggle Bluetooth by turning it off and then turning it back on.
Press and hold your Wave’s blank button for 11 seconds, until you see a brief purple light. (If you’ve been having problems charging, you may not see a light until after step 8, below).
Let the blank button go. All LEDs on the device should turn off automatically.
Press the blank button again. (Don't hold it down, just press once.)
Reopen the Wave 2 app and go to Settings > Add/Remove Device.
Follow the onscreen instructions to reconnect your Wave to the app.

How to reset your Wave 2

Clear your phone’s Bluetooth settings.
Force quit the app. (Here's how to force quit iOS and Android.)
Reopen the app and tap on Settings.
Tap Add/Remove Device.
If the option is available, tap Remove Device to disconnect your Wave 2. If not, move on to the next step.
Follow the onscreen instructions to connect your Wave and then tap Add Device.
Force quit the app.
Then go to your phone's (not the app's) Settings > Bluetooth (or Connected Devices) and forget any instances of Wave 2. (Here's how to forget devices for iOS and Android.) 
Still in your phone’s Settings, toggle Bluetooth by turning it off and then turning it back on.
Reopen the app and see if you get prompted to connect again when you try to use the Feel screen.

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