TheraPexa founder letter addressing Q4 2025 shipping and service issues
An honest account of what happened, and what we've done about it.
From Zach, Founder of TheraPexa
I started TheraPexa because I believed people dealing with daily neck and shoulder pain deserved a product that actually worked — cordless, hands-free, and built for real life. Over 15,000 customers have trusted us with that promise.
What happened during Q4 2025 is something I've thought about every day since. I owe you a straight account of it.
The 2025 holiday season hit us with three problems arriving at the same time. Demand was significantly higher than we planned for. Our primary shipping partner experienced delays that affected thousands of orders. And our payment processors — Shopify Payments and PayPal — placed holds on our account during the peak period, which froze our ability to process refunds at the speed customers needed them.
On top of that, a fraudulent website began impersonating TheraPexa, sending our customers fake tracking information and confusing people who were legitimately waiting on real orders from us. We filed an IP infringement report and worked to shut it down, but the damage to customer trust — including trust in us — was real.
The result was unacceptable: orders that arrived weeks late, emails that went unanswered for too long, and customers who had to resort to chargebacks to get their money back. Some of those customers were in real pain, counting on this product to help. That part stings the most.
We've restructured our customer support so no email goes unanswered beyond 48 hours. Refund requests are now processed within 5 business days — no chargeback required. We've diversified our shipping partners so a single carrier's delays can't cascade the way they did.
We also added a clear notice on our homepage and this page about the fraudulent site, so customers can verify they're dealing with the real TheraPexa before placing an order.
If you had a bad experience during Q4 2025 — whether your order was late, your refund was delayed, or your emails went unanswered — please reach out directly at support@therapexa.com. Include your order number and what you need. I personally review escalated cases.
A number of reviews mention that the massager is smaller than expected, or that the fit didn't work for their body size. This is honest feedback I've taken seriously. Our product page now includes clearer sizing guidance and photos that better represent the actual dimensions. If the product doesn't work for you physically, we honor our 90-day guarantee — no questions asked.
For customers who love it, I'm grateful. For those who don't, I'd rather know than not.
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