Support,
when you need it.
Clear answers about orders, delivery, returns, and responsible product use.
Common
questions.
- How long does shipping take?
Orders are processed within 7 working days after confirmation and delivered within 21 working days after dispatch. Tracking is provided after dispatch.
- What is Enhanced Privacy Shipping?
Ordinary delivery is currently free. Plain outer packaging is an optional USD 5 upgrade, separate from ordinary delivery. Customs duties, import taxes and local charges not collected at checkout may still apply.
- Is KTRL a medical device?
No. KTRL is consumer lifestyle technology for adult personal use and is not intended to diagnose, treat, cure, or prevent any disease or medical condition.
- How do I contact KTRL Support?
Email support@ktrlpatch.com or info@ktrlpatch.com or call +852 5269 4072. Both email addresses serve the same purpose. Include your order number where relevant. We aim to reply within two working days.
- How should I use KTRL?
Use for at most 30 minutes of cumulative powered-on time in one session. Time switched off does not count; switching on again continues the same cumulative limit. Switch off before removing or repositioning the patch within the same session. You may gently bend it to fit the skin, but must not fold it or bend it sharply. Do not reuse it across sessions.
- Who should not use KTRL?
Under 18 or over 60 years of age. Wounds, damage, ulcers, redness, infection, inflammation or other skin abnormalities at the application site. Abnormal sensitivity, intolerance to stimulation or other abnormal reactions at the application site. Known sensitivity or allergy to contact materials. A history of major cardiovascular disease or other relevant serious health risks. Use of implanted, interventional or other electronic stimulation devices. Peripheral nerve abnormalities or abnormal sensation. Visible product damage, a cracked casing, abnormal heat or an abnormal product condition. Bathing, swimming, sauna use or other wet environments. Driving, operating machinery or sleeping. Treatment or medicines that may affect skin sensation, local reactions or judgement about safe use. Surgery, treatment or ongoing recovery at the application site. Stop use immediately and remove the patch if you experience pain, stinging, burning, redness, itching or other noticeable discomfort. If symptoms persist, do not resume use and consult a professional. Stop use if the product malfunctions and contact support. Keep away from children and pets.
Clear delivery,
kept discreet.
We deliver to the 27 EU member states and the United Kingdom, Mexico, Brazil, Thailand, Vietnam, Malaysia, Singapore, Indonesia, the Philippines and Australia. Ordinary delivery is currently free. Plain outer packaging is an optional USD 5 upgrade, separate from ordinary delivery. Customs duties, import taxes and local charges not collected at checkout may still apply.
Orders are processed within 7 working days after order confirmation. We commit to delivering your order within 21 working days after dispatch. Delivery timing within this period may vary depending on the destination, customs processing, and local carrier operations.
Read the complete user guideTracking information is provided after your order has shipped.
Customs duties, import taxes, or local handling fees may apply depending on the destination. Where these charges are not collected at checkout, they are the responsibility of the recipient, subject to applicable law.
Delay starts on the day after the promised 21-working-day delivery period ends and is counted in calendar days, including weekends and public holidays. If there is a risk of substantial delay exceeding 30 calendar days, customers who have paid but not received the product may contact support to request a refund. A refund is not automatic, and you do not have to wait for an actual 30-day delay before contacting us about this risk.
Optional plain outer packaging costs USD 5, separately from ordinary delivery. Legally required shipping information and customs declarations remain unchanged.
When something is
not right.
Non-quality returns are not accepted, including unused or unopened products.
Report quality issues within one month after receipt. Contact support with your order number and clear product photographs.
No return shipment is required. Support reviews the quality issue and decides whether to approve a replacement or another appropriate solution.
If support gives final approval for a refund, we initiate it through the original payment channel within 2 working days. The time until funds arrive depends on bank processing.
Orders cannot usually be cancelled after shipment processing has begun.
Talk to
KTRL Support.
Include your order number so we can review your request more quickly.
- Primary+852 5269 4072
- Monday–Friday, excluding public holidays
- Response times may be longer during launches or high-volume periods.
- Messages are handled in the order received.
INFUN TECH LIMITED
Room 701 Unit 127, 7/F Tower B, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Hong Kong