FAQ
FAQ
How It Works
Q: How does the Elzaran™ Foot Recovery work? A: The Elzaran™ Foot Recovery uses EMS technology (Electrical Muscle Stimulation) to gently activate your foot muscles with soft electrical impulses, for a relaxing and refreshing feeling after a long day. Place your feet on the mat, choose from 8 different modes, and unwind for 15–20 minutes.
Q: How intense does it feel — will it hurt? A: Not at all if you stay in your comfort zone. The Elzaran™ Foot Recovery has 8 adjustable modes, from light, tingling pulses on the lowest settings to stronger, more active EMS impulses on the higher ones. Most people start on a low setting for the first session and build up from there — you're always in full control of the intensity.
Q: Is it safe for daily use? A: Yes. The Elzaran™ Foot Recovery is FDA-registered and CE-certified, meeting international safety and quality standards. You can use it daily for 15–20 minutes for a relaxing and comfortable experience.
Q: Is the Elzaran™ Foot Recovery truly medically recognized, or is this just marketing? A: The Elzaran™ Foot Recovery is FDA-registered (Food and Drug Administration, US) and CE-certified (Conformité Européenne, EU). These certifications confirm the product meets strict international safety and quality standards. EMS technology has been used by professionals for decades — our mat uses the same technology, specially adapted for easy and comfortable home use.
Q: What sets Elzaran™ apart from other foot massagers? A: Most foot massage mats online are products from China without proper certification, with delivery times of several weeks, high return costs, and poor (or no) customer service. Elzaran™ is different:
- FDA-registered & CE-certified
- Free returns within 90 days
- Delivery within 5–8 business days (not weeks from China)
- Customer service you can trust — no bots, real people ready to help
- 2-year warranty
We were founded out of frustration with cheap alternatives that didn't deliver on their promises. Elzaran™ stands for quality, honesty, and genuine service. Try it risk-free for 90 days and experience the difference for yourself.
Q: Safety information — what should I know before I start? A: The Elzaran Foot Recovery is a wellness and relaxation product. It is not a medical device and is not intended to diagnose, treat, cure, or prevent any medical condition. Do not use this product if you have a pacemaker, ICD, or other implanted electronic device, or if you suffer from epilepsy, thrombosis (DVT), or have open wounds or damaged skin in the area of use. Consult your doctor first if you are pregnant, or if you have diabetes, neuropathy, cardiovascular conditions, or any other relevant medical condition, before using this product. If you are unsure whether this product is suitable for your situation, please contact your general practitioner or specialist — or reach out to us, we're happy to help think it through.
Shipping & Delivery
Q: What are the shipping costs? A: We offer free shipping on all orders — no hidden costs.
Q: What is the standard delivery time? A: Our standard delivery time is 5–8 business days from the moment your order is placed, regardless of your location. We strive to meet these delivery times, but during busy periods (including sales), delivery may take slightly longer. You'll automatically receive a Track & Trace code by email as soon as your package ships, so you know exactly when it will arrive.
Q: How can I track my order? A: Once your order has shipped, you will receive a Track & Trace code. Use this code to monitor the progress of your delivery.
Q: Do you ship internationally? A: Elzaran offers international shipping to customers worldwide. All international shipments are delivered within 5–8 business days.
Q: What should I do if my order hasn't arrived within the expected delivery time? A: Contact our customer service team at support@elzaran.com. We will do our best to locate your order and ensure it reaches you as quickly as possible.
Q: Is Elzaran responsible for packages delivered to the wrong address? A: Please ensure the shipping address you provide at checkout is correct. Elzaran is not responsible for packages delivered to incorrectly typed or invalid addresses.
Q: What happens during promotional periods or holidays? A: During promotions or holiday seasons, shipments may be delayed due to high order volumes. We appreciate your patience during these periods.
Q: What happens if a package is returned to Elzaran due to an incorrect address? A: If a package is returned to Elzaran due to an incorrect or incomplete address, the customer is responsible for return shipping costs and any re-delivery fees.
Returns & Refunds
Q: What if I'm not satisfied with my purchase? A: No problem! You have 90 days to try Elzaran™. Not satisfied? Return it for free and receive a full refund — no questions asked, no hassle. Email support@elzaran.com with your order number, purchase date, and reason for return. We will respond within 48 hours with the return address and further instructions.
Q: What is your return policy? A: You may return your massage product within 90 days of receipt. The product must be unused, in its original packaging with all labels intact, and accompanied by proof of purchase.
Q: How much time do I have to return my product? A: You have 90 days from the delivery date to request a return and send the product back. Requests after this period cannot be processed.
Q: What does the Money-Back Guarantee cover? A: In addition to our standard return policy, we offer a Money-Back Guarantee. This applies if your product arrives damaged or does not match the images and description on our website.
Q: When can I use the Money-Back Guarantee? A: You can claim the guarantee if your product arrives damaged, or if the product does not match our advertisements or images.
Q: How do I claim the Money-Back Guarantee? A: Contact our customer service team at support@elzaran.com with details of the issue and supporting evidence, such as photos of damage or discrepancies.
Q: What exactly is refunded under the Money-Back Guarantee? A: The refund covers the full cost of the product. For damaged or non-matching products, any return shipping costs are also fully reimbursed.
Q: How long is the Money-Back Guarantee valid? A: The guarantee is valid for 90 days from the delivery date of your order.
Q: Which products can I return? A: To qualify for a refund, the product must be unused and in the same condition as received, be in the original packaging with all labels, tags, and seals intact, and be accompanied by the original proof of purchase or receipt.
Q: Which products cannot be returned? A: Opened or used products, as well as items purchased on sale or with a discount, are not eligible for a refund.
Q: How do I request a return? A: Contact our customer service team at support@elzaran.com with your full name, order number, purchase date, reason for return, and photos of the product (if damaged or defective).
Q: How quickly will I receive a response to my return request? A: Our team reviews your request and responds within 48 hours with further instructions on the return process.
Q: Do I have to pay shipping fees for returns? A: No! Returns are completely free within 90 days of the delivery date. This applies to both the Netherlands and Belgium — no surprises, no extra costs. Returns after the 90-day period incur a shipping fee of €4.95.
Q: Are the original shipping costs refunded? A: Since shipping was free, there are no shipping costs to refund. You will receive a full refund of the product price for returns within 90 days.
Q: How long does it take to receive my refund? A: If your refund is approved, it will be processed and the amount credited to your credit card or original payment method within 10 business days.
Q: Can I return a sale item? A: No, items purchased on sale or with a discount are not eligible for a refund.
Q: Can I exchange a product? A: We only replace defective or damaged items. If you want to exchange a defective or damaged product, the process is similar to a return, and any price differences will be charged or refunded as needed.
Q: What if I want to exchange a defective product? A: For defective or damaged products, we can replace the item. Contact our customer service at support@elzaran.com to initiate the process.
Q: I haven't received my refund yet, what should I do? A: First, check your bank account or credit card statement — it may take some time for the refund to be processed. If you still haven't received it, contact support@elzaran.com.
Q: What happens if my return shipment is lost in transit? A: Elzaran is not responsible for items lost during the return process. We recommend using a tracked shipping service.
Q: Should I track my return shipment? A: Yes, we recommend using a trackable shipping service, as Elzaran is not responsible for items lost during returns.
Q: What if my return request is late? A: After the 90-day period, we cannot accept return requests for refunds or exchanges.
Q: What should I include with a warranty claim? A: The product must be returned in its original packaging, along with all included accessories and documentation. You must also provide evidence of damage or discrepancies, such as photos.
Q: Which address should I send my return to? A: Our customer service team will provide the correct return address and instructions after you submit your return request.
Q: What happens after I return my product? A: Once we receive and inspect your return, we will inform you whether your refund has been approved or denied.
Q: What is a partial refund? A: In certain situations, only partial refunds may be issued. We will always inform you in advance of any deductions before processing the refund.
Q: When will I receive a partial refund instead of a full one? A: This may occur in specific cases. Our team will explain the reasons and amount deducted during the review process.
Q: How will I receive my refund? A: Refunds are issued to your credit card or the original payment method used for the purchase.
Q: Which items are non-refundable? A: Only full-priced items are refundable. Sale items, discounted purchases, and other specified items (e.g., gift cards) are non-refundable.
Warranty
Q: What is the warranty period on your products? A: All Elzaran massage products come with a 2-year manufacturer warranty, covering manufacturing defects and faults that occur under normal use.
Q: What is covered under the 2-year warranty? A: The warranty covers manufacturing defects, electrical faults during normal use, and material defects.
Q: What is NOT covered by the warranty? A: The warranty does not cover damage due to misuse, normal wear and tear, damage from drops or impacts, or water damage (unless the product is waterproof).
Q: How do I claim the warranty? A: Email support@elzaran.com with your order number, proof of purchase, and a description of the issue. We will guide you through the warranty claim process.
Q: Do I have to pay shipping for a warranty claim? A: No, for valid warranty claims, all shipping costs are covered by us.
Contact & Support
Q: How can I contact customer service? A: You can reach our customer service team at support@elzaran.com for any questions regarding shipping, returns, refunds, or our policies.
Q: How quickly does customer service respond? A: Our team strives to respond within 48 hours with further instructions.