Innovating therapy tools for the special needs community since 2000. Family business, American manufacturer

Free US shipping on all web-orders of $99 or more*

Frequently Asked Questions

When will I receive my order?

Most orders placed online before midnight EST ship next business day. After your order ships, delivery is typically within 2-4 business days (as long as there aren't any problems with the delivery address, extreme weather delays, etc.).  If you need your order by a specific date please, email info@arktherapeutic.com so we can let you know if it can get to you on time.

How do you ship orders?

Most orders via USPS (United States Post Office).  For orders over $200, we will automatically upgrade your shipping to signature required at no extra charge.

Where do you ship to? Can you ship outside of the US?

We ship domestically within the United States and Puerto Rico (including Hawaii and Alaska). If you are located outside of the US, here are the steps to order:

1. add all of the products you’d like to your cart
2. then click on the green “view cart” button in the upper right hand corner of the screen
3. then click on the grey “ship outside of the US” button to checkout with our international shipping partner. From there you’ll see shipping options and costs as well as the option to prepay for any customs fees.

How much is shipping?

Website orders over $99 ship for free!  This offer applies to all orders placed online and shipped within the United States.  

For web-orders under $99, shipping will be a flat $5 for small orders (weighing under 12 ounces) or $8 for large orders (weighing over 12 ounces).  

To find out the exact amount, click on the green "View Cart" button in the top right corner and then click "Estimate Shipping & Tax” to see your options.  (Tax will only be applied if you are located in South Carolina).

***Please be sure to double check your shipping address when checking out so that your package is deliverable. If your package cannot be delivered, we cannot guarantee that there won’t be a re-shipping cost.

I am traveling in the US - can I ship to a hotel?

Getting packages delivered to a hotel can be tricky. Sometimes hotels will refuse the package if it's not addressed to the hotel’s standard, or send it back if it sits for too long, etc.  If you must ship to a hotel, however, there are a few steps you can take to help prevent this from happening:

  1. Call the hotel before placing the order and ask if they will accept a package on your behalf.
  2. If they will, ask them what you should use as the shipping address. For example, most will want you to add a line saying “Attn: Guest ____” or “Attn: Room #____."
  3. Ask if they will hold the package for you if it gets there before you do.
  4. Lastly, if you are only going to be in town for a short time, be sure to place the order well in advance to account for any unexpected USPS delays. Scroll up to the first question to find out how long shipping takes.

I forgot my password and can’t log in - what do I do?

No worries! Click on "Sign In” in the upper right hand corner above.  Then under "Sign in to your account," click "Forgot Password" and you'll be prompted from there.  A link to reset your password will be sent to the email address used on your account. If you don’t receive an email, please email us and we can manually reset it for you.

Why isn’t my order going through?

Try double checking your billing address. The billing address entered has to exactly match what’s on file with your credit card company for security reasons.  As another option, you can also pay via paypal instead. If you are an international customer, be sure to use paypal.

What payment methods can I use?

Visa, MasterCard, Discover, Amex, or PayPal. If using a credit card, the billing address must be in the United States (you can use paypal if you don’t have one). You may also mail in a check with this order form.

Where can I find a printable order form?

You can download a printable order form right here.

Do you accept purchase orders?

We do! Click here to learn more.

How much is tax?

Tax is only applicable to South Carolina residents. The exact tax rate varies depending on your address in SC, but it’s typically between 6 to 8%. To see the exact amount, click on the green cart button in the upper right hand corner of the screen and then click on “Estimate Shipping & Tax."

Do you take insurance?

We do not bill for insurance. Most insurance companies don't reimburse/cover the cost of therapy tools. However, we have heard that Medicaid has covered the costs in the past. One customer informed us that she applied for an extension of medicaid called "family directed services" and had success there. She used the code AEQ (adapted medical equipment) and also had her SLP / OT write a letter stating that the products were necessary. Your insurance company should be able to tell you more about your options.

What is your return policy?

We truly hope that you are happy with your purchase!  If something is wrong, please email info@arktherapeutic.com so we can do our best to make it right.  

If you would like to make a return, any new and unused items (or unopened oral items) may be returned within 30 days for a full refund (excluding shipping costs).  If shipping was free, you'll be refunded in full less 10% (for the cost of shipping it to you).  Please email info@arktherapeutic.com with your order number and the return reason, and we will get back to you with return instructions and a return authorization number right away.  Return shipping is up to the customer.  Only unopened oral products are eligible for a full refund, as once they have been opened they are no longer re-sellable for sanitary reasons.  If you have opened an oral product and have a concern, please email us.

Privacy

We take your privacy seriously. To read our full Privacy Policy, click here.

Help!  My Z-Vibe® isn't working.

  1. First check to make sure you still have all of the internal components (heavy compression spring, motor with a lighter spring attached, battery). If you have lost a part, click here for spares.

  2. If you have all of the parts, double check to make sure that they are assembled correctly per the image below.

    z-vibe-assembly-1.jpg

  3. Still no luck? Hold the motor assembly in one hand and the battery in the other. Press the battery into the spring of the motor assembly, compressing the spring until the battery makes contact with the motor. No vibration? Turn the battery around and try it that way. If it vibrates, everything still works, so take another look at the image above.

  4. If it still doesn't vibrate, you most likely need a new Vibe Battery (not a regular store-bought battery).

  5. If it's a new battery, you most likely need a new motor. Per the instructions, turn the unit on by twisting the tip into the handle *just* until it starts to vibrate. Any further will not increase the vibration, but severe over-tightening may damage the motor.

  6. If you see any signs of rust, this is most likely the problem. Rust can damage the battery and/or motor. If you can get all of the parts out of the handle and the rust is minimal, a spare parts kit will most likely fix the unit. If the rust is significant and parts are stuck in the handle, the unit is beyond repair. Per the instructions, if you suspect that water has gotten into the end of the handle where the battery is, disassemble all of the parts onto a towel and allow them to fully dry before re-assembling.

  7. Let us know if you have any questions.

How do I choose the right chew tool?

Click here to narrow down the options by age and then by toughness level.  You can also consult our Chew Chart and Chewing Guide.  Please also feel free to email info@arktherapeutic.com so we can help.

 

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