Frequent Asked Questions

You can set the temperature between 50°F(10°C) and 149°F(65°C), most of our customer set the working temperature between 90°F and 110°F for the best experience. 

Yes, you can switch  the temp between °F and °C by long pressing the power button on the heating unit for 20 seconds (yes, 20 seconds).

The soft silicon tube diameter is less than 0.2 inch, the tube is laid between 2 layers of elastic foam, so you can barely feel it.

Sure, our patented anti-noise design differentiate us from others. During normal operation, the noise from the heating unit is less than 20db (similar to rustling leaves). We have one customer thought the AquaPad can produce some background noise, but unfortunately, he needs to buy a white noise machine to do the job. 

Yes, you can add ice water to the AquaPad for cooling purpose, but eventually the water will increase to the room temperature. From a performance perspective, this is not recommended. Meanwhile, the minimum heat setting is 50°F (10°C), so the heating unit will heat the water to 50°F and keep circulating the water without heating.

The mattress pad is designed to place on top of the mattress. We don’t recommend to use it for other purpose.

The tap water or mineral water may leave residuals when circulating in the pad. If you only have access to the tap water, use boiled tap water as a alternative to purified water.

Some sizes sell faster than we estimated, so an out-of-stock situation happens to us sometime. If you are interested in a specific size and want to know the availability, please let u know by clicking the contact form

You can place orders without an account. We suggest you to create an account to better managing your orders, address, payments, coupons/credits and other information.

Your orders can be modified or cancelled before shipping. There are several ways to do it:

1. Click the message icon on the bottom right of the website and send us your order number and reason to cancel
2. Text your name, order number and reason to cancel to ‪(510) 906-0111‬
3. Fill the contact form on our “contact us” page

If your order already shipped, you can start the refund process after receiving the order.

An order number will be provided on the confirmation page when you place an order.

Your order is normally shipped within 2 business days. You’ll receive an order update email with tracking information provided.

You can check you order status after login to your account or click the [Track Order]

There are 2 ways to change order address for now:

1. Email cs@neataquapad.com to request change of shipping address. Please specify your order number and request through your registered email.
2. Text your request to ‪(510) 906-0111‬

Generally, we allow one coupon code to be applied to an order.

You can view all the eligible credits/coupons on the “COUPONS” page in your “MY ACCOUNT”.

We accept all major cards including Visa, Mastercard, Discover, American and America Express. We also accept PayPal.

When you place an order, We DO NOT collect, process, transmit or store you card (credit-card or debit card), so your information is protected.  You can find more details at [Privacy] 

It takes 1 day to process and ship the order placed before 5pm PT(7pm ET), orders placed after 5pm PT may require 1 more day to process. Weekends and holidays are excluded from processing and shipping times.

For Regular Shipping, it takes 5-8 business days for carriers to deliver the order. For Expedited Shipping, it takes 2-3 days.

You will receive an email with tracking information when your order has been shipped.

Regular Shipping is a flat rate of $5, and orders over $49 shipped within the Continental United States qualify for Free Regular Shipping.

Orders shipped via Regular Shipping are typically shipped within 2-3 business days and delivered in 7 to 10 business days. 

Yes, we offer expedited shipping options. Expedited Shipping is only valid for orders shipped within the lower 48 states of the United States.

3 DAY SHIPPING

We offer 3 day shipping for a flat fee of $19.99. All 3 day shipping orders confirmed before 5pm PT (8pm ET) will be processed and shipped the same day.

Orders placed after 5pm PT (8pm ET) will be processed and shipped the following business day. 

Sorry. we don’t offer same day or 2nd day delivery.

Sorry, we only ship to the address in the United States. 

Sorry, we don’t ship to these address for now. 

Orders are shipped to Alaska and Hawaii via the USPS will be charged an additional fee of $20. Orders shipped to Puerto Rico will be charged an additional fee of $30.

Delivery to Alaska, Hawaii and Puerto Rico generally takes 8-21 business days. 

We don’t charge re-stocking or other fees for eligible items. Customer need to send the items to the location specified in the return notes.

You can find detailed return and refund policy at [Return and Refund]

Our customer service hours is 10am to 3pm pacific time, however, you can reach us 24/7 by texting “service” to 202.852.6818, you can also call 878.888.0430 to leave a voice mail outside of office hours, our customer representative will contact you as soon as they get back to the office.

Your store credit and coupons are all located under the “COUPON” page as show in the picture below.

If you bought an item during past 14 days and find better price available online or in-store, we will provide store credit to match the lower price. The store credit will be emailed to you in a form of digital gift card.  To request price match, simply email us at service @ neataquapad.com

In the event that you place an order with coupons and you wish to return an item in the order, the coupons qualified for the revised order is subjected to change according to the conditions of the coupon.

For example, you order 2 item for $15 ($10 each and use “buy 2 get $5 dollar off” coupon). when you request refund for 1 item, we will issue $5 refund because the remaining order worth $10 and we received $15 payment. 

Before placing an order, you can click “LOGIN/REGISTER” at the top right corner. 

You can either register with your email address and password, or you can simply login with your Facebook/Google/Linkedin/Amazon account. 

When checking out and filling shipping information, you can also select “Create and account?” to create an account with us.