FAQ

1. Product & Therapy

Q: How does the "Weighted" feature in your heating pads work?

A: Our weighted products (like our 2.2lb neck and back wraps) use high-density glass beads to provide "Deep Pressure Therapy." This gently pushes the heating elements closer to your body, ensuring the heat penetrates deeper into the muscle tissue for faster relief and a calming, grounded sensation.

Q: Are your joint patches safe for sensitive skin?

A: Yes. Our patches are made with medical-grade, breathable non-woven fabric. However, because they contain natural essential oils and generate heat, we recommend testing on a small area for 30 minutes if you have extremely sensitive skin.

Q: Can I wash my orolaya electric heating pad?

A: Most of our plush heating wraps are machine washable. Simply disconnect the power cord and remove the digital controller before washing. We recommend a gentle cycle with cold water and air drying to maintain the premium fabric's softness.

2. Shipping & Orders

Q: Where do you ship from and how long does it take?

A: We ship directly from our specialized fulfillment centers. For U.S. orders, standard shipping typically takes 5-8 business days. You will receive a tracking number via email as soon as your package is on its way.

Q: Do you offer international shipping?

A: Yes, we bring precision comfort to customers worldwide. International shipping times vary by destination (usually 10-15 business days). Applicable customs duties are the responsibility of the recipient.

Q: How can I track my order?

A: Once your order is processed, you will receive a confirmation email with a tracking link. You can also visit our "Track Order" page and enter your order number and email address.

3. Returns & Refunds

Q: What is your return policy?

A: Your satisfaction is our priority. We offer a 30-day Satisfaction Guarantee. If you are not completely happy with your purchase, you can return the item in its original packaging within 30 days of delivery for a refund or exchange.

Q: What if my product arrives damaged?

A: We maintain strict quality control, but if your item arrives defective or damaged, please contact us at service@orolaya.com within 48 hours with a photo of the damage. We will send a replacement immediately at no extra cost.

4. Safety & Certification

Q: Are your electric products certified?

A: Absolutely. Safety is at the core of orolaya. Our electric heating products are ETL/UL certified and feature built-in overheat protection and auto-shutoff timers to ensure a worry-free experience.

Q: Can I use the heating patches while sleeping?

A: For the self-heating patches, we recommend using them during the day or while awake to monitor the temperature. For our electric wraps, you can use the Auto-Off timer (set to 30 or 60 minutes) to safely drift off into relaxation.

Still have questions? We’re here to help!

If your question isn't answered here, please don't hesitate to reach out to our professional support team:

  • Email: service@orolaya.com (Response within 24 hours)

  • Phone: (+1) 838-232-4785 (Mon-Fri, 9AM-5PM PST)

  • Office: 16008 KAMANA RD, SUITE 100, APPLE VALLEY, CA 92307