FAQ
The Questions People Actually Ask.
Most hesitation before a first order comes down to five or six practical unknowns.
These are the questions our support team receives most. If yours is not here, a person will answer it.
- Do you tell me what product I need?
No. We narrow the catalogue to items that suit the goal you describe, and explain how they differ. Deciding what is wrong, or what will help you specifically, is a conversation for a qualified professional.
- Why did my order arrive in more than one package?
Items can ship from different sources. When that happens the cart shows each delivery separately before you pay, with its own charge and estimate — so it is never a surprise afterwards.
- When is delivery free?
Standard delivery is free on any single delivery over $99.00. The threshold applies per delivery rather than per order, which matters when an order splits.
- How long do I have to return something?
30 days for a change of mind, counted from delivery where we know that date. Faulty, damaged or incorrect items are not limited by that window — they follow the manufacturer's warranty.
- Will I be charged a restocking fee?
Only where the supplier's policy requires one, capped at 15%. It is never charged when the fault is ours.
- Do you offer professional pricing?
Yes — 20% off eligible retail prices for approved practitioners and practices. A person reviews every application.
- Is my payment information stored on your site?
No. Card details are entered on Stripe’s hosted payment page and never reach our servers. We keep only the transaction reference and status.
- Do you record my symptoms or condition?
No. There is no field anywhere on HW Sense for a condition, symptom or diagnosis. The Navigator asks only what you want to accomplish and where you would use a product.