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Questions about the Masalo Cuff?

We have put together many FAQs and information about our cuff on our Questions & Answers page. Please have a look there first and check the instruction manual as well – your concern may have already been answered.

Contact form

Masalo contact form
Question about my order / shipping

I placed an order, but received no confirmation

First of all, thank you for your order 🙂

If the order has been placed successfully you should have received an order confirmation within a few minutes.
If that is not the case, this may have various reasons:

- Your confirmation email might have arrived in your spam folder
Please check your spam / junk folder and add us to the list of trustworthy senders (whitelist), so you can get our information safely.

- The order was not completed correctly
After entering your payment details, you must complete the purchase, so after entering PayPal, Sofortüberweisung-, bank data for direct debit or credit card data you will be once again redirected to our page on which you have to finally confirm the purchase again.
If that is not the case, the order is NOT executed yet.

If you did not receive a confirmation from PayPal (Acceptance of the SEPA direct debit mandate is NOT a payment confirmation), Sofort Banking etc and also see no transaction in your PayPal account etc., the order has NOT been successfully completed.

Please try again!

- Wrong email address provided
That can happen easily, maybe there was a typo while entering the mail address and then our messages will not reach your mailbox, please also check that you have enough storage space in your mailbox.

Please contact us by e-mail directly (shop@masalo.eu) so that we can help you as quickly as possible if there is problem.

Woman working with a computer, wearing the masalo cuff against tennis elbow, golfer's elbow, mouse arm, RSI

Where is my order / parcel?

First of all, thank you for your order! 🙂

For each order you will also receive a separate shipping confirmation by e-mail, which also includes a tracking link for your parcel.
Please also check your spam/junk folder of the e-mail provider from which you have made the order (often the deposited PayPal mail address).

I still have a problem with my parcel / shipping
Question about the cuff / size

Question about the cuff?

If you have a question about the cuff, please read the following pages first, where we already tried to answer almost all questions 🙂

FAQ Masalo Cuff

View application instructions

If your question really is not answered there, you can of course send us an email to shop@masalo.eu.

Man with tennis elbow gets help fitting the masalo cuff against golfer's elbow, mouse arm by a shop assistant

Do you have a question about the correct fitting of the cuff?

If you are not sure whether your cuff fits properly, if the upper arm strap slips, sticks out, or you feel no relief, please reattach the cuff exactly as per instruction manual, watch our instruction video, do the function test and send us photos of your arm with the cuff on when you need it - we'll be happy to help 🙂

View application instructions

Which size should I order?

All information regarding the size can be found on the product page (there you will also find the size chart and a measuring tape that you can print out if you do not have one at hand).

Please measure the thickest part of your affected forearm in a relaxed state, the arm should be slightly stretched, muscles untensed. Now you can see the correct size for your cuff in the table.
Please measure with utmost accuracy

Please also choose, whether you need your cuff for the left arm or for the right arm, because due to the different construction form the cuff is optimized for a specific arm side.

View product page

Your exchange request

Please do not return the cuff before we could sort out what size you really need. We do not want to cause any trouble or inconveniences for you, but only the correctly sized cuff will be able to help you ridding your injury.

Please trust our size chart, it is always correct 🙂

In order to achieve the best results, please read our instruction manual again, try to fit the cuff according to the helpful illustrations and watch our instruction video as well.

A cuff in the wrong size would be completely ineffective. If you think you have done everything right and still think you need a different size, please send photos of your arm with the cuff attached.

Return Policy

Returns are generally no problem if you purchased the items from us, Masalo KG, in our online store (www.masalo.eu/shop/).

We can only process returns if the items were purchased from us and NOT from another retailer such as www.masalo.shop, Amazon, eBay, Otto, Kaufland, etc.
There are numerous retailers who offer our products in local stores or online.

Returns can only be processed where you purchased the items.

Therefore, please check carefully where you made your purchase before submitting this form.

By clicking “Send Message,” your return request will be submitted to us. You will then receive a cancellation confirmation via email from us, containing all relevant information. You can also find all important information regarding returns and the handling of items in your order confirmation (which you received via email immediately after placing your order).

Please read this information carefully.

Please do NOT return the item(s) yet until you have received further information from us and have read it in its entirety.

Instructions for taking photos

1. Attach the cuff and stretch your arm as much as you can
2. take one picture each of the outer side of the arm as well as of the inner side of the arm
3. Use a wide angle so we can see everything from elbow to the wrist
4. Upload pictures and send the message to us

Pictures of your arm with the cuff attached

Maximum file size: 104.86MB

Please view our data privacy statement here

Privacy statement (please click) *

Contact address

Masalo KG
Luener Weg 32a
21337 Lueneburg
Germany

 

 

Tel.: +49 (0) 4131 / 7271597

Phone hours:
Mon – Thu: 9:30 a.m. – 3:30 p.m.
Fri: 9:30 a.m. – 2:30 p.m.

Important note

We answer all inquiries within 48 hours, usually much faster.
If you do not receive a reply from us, the problem is probably somewhere in spam settings (or those of your provider). Unfortunately Yahoo, Google etc. have such strict SPAM rules that often every unknown sender ends up in the SPAM folder. Please also search for our emails there and add masalo.eu as a safe sender (whitelist).