The Therapy Connection has been a respected provider for the therapeutic, rehabilitative and medical care needs of New England area professionals since 1988. High quality, brand name equipment and individualized customer service set the standard for our day to day operations.
Our fundamental beliefs are rooted in the Golden Rule and we have integrated the principles of caring into the very fabric of our mandate. The satisfaction of knowing that the products we sell improve the quality of people's lives contributes to an ever higher pursuit of business ethics. Our endeavors are grounded in our commitment to conduct business in a manner that reflects our values and our belief that we can contribute to positive change in the world.
We work hard to be a socially responsible part of the greater community while maintaining ourselves as a profitable business that incorporates civility, understanding and fairness with employees and customers.
People are our business and our business is people and in saying that we have carved a unique niche in the industry by dedicating ourselves to personalized service - not just lip service - for each of our clients.
We believe in:
Common courtesy ... The difference between having the time and taking the time - Listening rather than hearing.
Dependability/Responsiveness ... The difference between saying you will be there and being there.
Compassion ...The ability to temper good business with good common sense.
Professionalism ...Taking the time to find out what our clients may require enables us to thoroughly understand and meet individualized needs.
In earning our customers business we pledge to do whatever it takes to create a mutually satisfactory business relationship.
The Therapy Connection
128 Rockingham Road, Suite 1
Windham, NH 03087
Customer Service Hours
9 AM - 5 PM, EST
Monday - Friday, Exc. Holidays
Shipping Rates Help
Your order gets priority treatment at The Therapy Connection. An amazing 98% of online orders are out the door within hours and 95% are delivered before our delivery estimate. We take pride in our ability to ship quickly and accurately putting forth our best efforts on your behalf. We want you to be 100% satisfied because we value your patronage. That said, there are a few things we ask that you take into account before you order:
1. The Therapy Connection wholesales and distributes quality brand name medical equipment to the consumer at the lowest possible price. In many instances you are paying the same price as our hospitals, clinics and physicians do when they purchase in bulk.
2. Availability Estimate
Here's a list of availability estimates you may see while shopping. If the availability of an item changes after you place your order, we'll send you an e-mail.
Usually ships in 1-2 business days Defined: The item is in stock at our New Hampshire warehouse and we expect to be able to prepare the item for shipment within 1-2 days. If the item is being fulfilled by one of our alternate warehouses and the warehouse has the item on hand and can ship it out within 2 business days. When ordering such items, please double-check the details of your order before submitting it.
In some cases, we may indicate on the product detail page that processing will take longer before the item is shipped. In-stock items often enter the shipping process immediately, so it is difficult to change an order containing in-stock items.
Usually ships in 2-3 business days Defined: we expect to receive the item from a nearby distributor within 2 to 3 days of your order.
Usually ships in 1-2 weeks Defined: we expect to receive the item from a distributor within 1 to 2 weeks of your order.
3. Can I Receive Additional discounts?
Our prices are deeply discounted, typically the lowest on-line. We do not charge you up front for the the cost involved in satisfaction guarantees. In most instances our pricing and policies provide an opportunity for tremendous savings. Almost always, even with the shipping expense, you save money over the typical retail outlet.
In some cases we can offer discounted pricing on large quantity orders - IE: 12-24 Count of the same item in single shipment.
4. Premium Shipping Services:
Currently we do not offer Overnight, Next Day or Second Day Shipping Service on-line. If you need Premium Shipping Services, we can usually accommodate you on an individual basis.
Contact the Order Desk at 1-800-633-0433 x 101 Monday - Friday, 9 AM - 3:30 PM EST (Carrier Pick-up for Premium Shipments is at 4PM EST) or
E-mail customer service at email@example.com - allow 24 hours for a response during normal business hours.
To help customer service facilitate your special request(s) - please add your item(s) to our shopping cart, login as a new customer, once your cart is complete, contact customer service with your "customer number or email" and they can assist you.
5. Carrier selection is always at our discretion.
6. Address Corrections: Our shipping labels are the result of downloading the order information you provide. Packages are shipped to the precise address you provide unless we notice a gross error in which case we will contact you. If your package is returned to us as a result of incorrect address information we will contact you for the correct address and the funds to reship. Should you elect not to have the item re-shipped we will refund you in full for the product only. Shipping charges are not refundable for incorrect or incomplete addresses or refused packages.
7. Shipping errors: We do our best to fill your order quickly and accurately however we are human and occasionally our shipping department makes a mistake. It goes without saying that we do not intentionally ship the wrong product. Call or email us if your order is not 100% accurate and we will rectify the problem shipping the same method as the original order at our expense.
8. Tracking Information
We enter the tracking information for your order into your as soon as it becomes available to us. The entering of your tracking information may not always be the same time that the item shipped. Some products may be shipped from different locations and/or the precise tracking information may not be available to us at the time the order shipped. In other words, tracking information not being immediately available does not necessarily mean the package has not shipped. If you have a question as to whether or not your item is on its way, please call or email us with your Order Number ready and we will do our best to assist you.
To speed delivery, some shippers like USPS, do location-scan all of their shipments. When shipping volume is high particularly around the holidays, packages are processed in bulk, and the first time a package is scanned may be upon arrival at a regional hub near the destination, or even when the package is delivered. If you don't see any tracking data for your shipment, and the estimated delivery date has not yet passed, please do not be concerned.
After the Estimated Delivery Date:
If you order does not arrive by the estimated delivery date, it may be lost or mis-delivered. Orders shipped via a trackable method (such as UPS, Fed-Ex ) will have tracking information available. Orders shipped via USPS will include a confirmation of delivery. Please check this information once available and read through the following options:
Tracking Indicates Delivered
If you have not received your package, yet tracking indicates it was delivered - Please check with your actual mail or UPS/Fed-Ex carrier then neighbors or other family members. Packages are occasionally left with neighbors, a building manager, or are placed somewhere relatively safe such as your porch, garage, car or even behind bushes. Once you have checked all available sources and are unable to locate the package please email firstname.lastname@example.org or call 800-633-0433 so that we may place a claim and replace your order. Please do not notify us that your package is lost by leaving negative feedback. We ship hundreds of packages every day and depend on the carriers to do their job. We can not assist you if we do not know you had a delivery problem.
Tracking information indicates the package is undeliverable:
If the package is being returned to us as undeliverable you should contact us by phone at 800-633-0433 or by email at email@example.com to make arrangements to re-ship the package. We will hold your package for up to 7 days once returned. If we do not hear from you after 7 days your order will be considered a return and a refund minus shipping and restocking fees will be issued.
Please note that changing your shipping speed will not improve the shipping date, but your estimated delivery date will improve. Keep in mind that whether you chose standard or expedited you must add the days from the time you placed the order to the time the order is shipped to the time the order takes to get from our location to yours. These times are estimated in business days (Monday through Friday). There is no weekend or holiday pickup or delivery on standard or expedited shipments. Also, when you select expedited, we may use air or ground shipping as necessary to get your items to you within the promised time frame.
2. Shipping Rates & Estimates
Processing time PLUS Transit time Equals Approximate Delivery Date
All return requests must include your Original Order ID # and Email address.
We ask that you read policies below prior to requesting a return.
The Therapy Connection
Keep a record of your return !
We strongly suggest insurance and delivery confirmation for your own protection. In the event the package is damaged, lost or otherwise does not arrive at our facility, you will have recourse with your chosen carrier.
Health and herbal analgesics, salves, ointments, creams and lotions:
For your safety, we maintain strict security over our inventory of health and herbal products to avoid contamination or product tampering. To maintain this security no health or herbal products gels or lotions may be returned or exchanged once delivered. Be assured you will never receive a product that has been handled by anyone other than the manufacturer and our shipping staff.
Pillows, orthopedic soft goods, supports, braces and other non-returnable health care items.
For your safety and protection, regional health laws and hygienic concerns render us unable to accept returns on all pillows products, orthopedic soft goods, braces, supports, hot/cold therapy items, electrodes or other health care items once it is evident the item has been opened, used or worn. We truly regret the strictness of this policy, but require it to ensure the safety and hygienic integrity of the products we sell for all our customers. We know you wouldn't want us to send you a used health care product and you can buy knowing that we will never send you a recycled health care item .
Books, DVD's VHS Tapes:
To maintain our deeply discounted prices for the benefit of all our customers we limit the return period on books to 15 days from original invoice and assess a 35% restocking fee on book returns. DVD's and Videos once removed from sealed plastic wrapper are not returnable under any circumstance.
You may exchange most merchandise for size or color within 30 days as long as it is in unused (except for initial try on) condition and is complete with its original packaging. There is no re-stocking fee on exchanges of equal or greater value. Please ship item back pre-paid with completed exchange request.
Retuns for Refund:
To maintain our deeply discounted prices for the benefit of all customers we ask that you comply with these return guidelines.
1. Returns are accepted up to 30 days from invoice. Do not ship back used, damaged, incomplete or ineligible merchandise for a refund. It will only create a difficult situation and we will not refund such merchandise. Pillows are considered used if they have been removed from the sealed plastic wrap.
2. Include our completed return form in the package. It identifies your order. We assess a 20% restocking fee on all goods returned to cover the cost involved in processing refunds. There is no re-stocking fee on exchanges.
3.Keep a record of return shipment! We strongly suggest insurance and delivery confirmation. This step is for YOUR own protection in the event the package does not arrive as planned; in that case you will have recourse through your selected carrier.
4. As stated in promotions items purchased using free shipping which are returned for a refund or exchange, will have the shipping amount credited at time of purchase deducted from amount refunded at time of return or exchange.
AK & HI Shipments
1-2 days processing time
3-7 Business Days in transit
1-3 Business Days in transit