Questions
General
Do I have to pay for delivery?
We offer free delivery in all European countries for orders over €150.
What are the conditions of the ‘money-back guarantee’?
All our products are "satisfied or your money back" for 14 days from receipt of your parcel. If the product is not to your liking, we will reimburse you within 10 working days of its return. The product must be returned to us in its original packaging, complete and in perfect condition. You will be responsible for return shipping costs.
How does the warranty work?
All our products come with a 2-year warranty.
Can I order your products if I'm based outside France?
Yes, we deliver our products throughout Europe.
There are no additional fees to pay unless you are based in Switzerland, where VAT of 8.1% also applies.
What languages can I contact you in?
You can contact us by email in any language. By phone, you can contact us in French or English.
Questions
Shockwave therapy - MASTERPULS® ONE
How do I find the right treatment intensity?
The aim is to adapt the treatment intensity to the patient’s pain level. The treatment intensity can usually be increased with every session, in line with the patient’s recovery. Start with intensity level 3.
Reduce the intensity by pressing the - button until the patient can tolerate it, or increase the intensity by pressing the + button until you reach the patient’s pain threshold.
Why should I buy an extra SPARROW® handpiece?
Having an extra SPARROW® applicator means you can easily change it using the snap-in connector, without changing the head and unscrewing it. The idea is that having several applicators, each with a different transmitter, makes the device easier to use and saves you time during treatment.
What colour is the standard SPARROW® applicator?
The applicator is grey.
How do I clean the machine?
The machine comes with a brush for cleaning the inside of the SPARROW® applicator. We recommend cleaning inside the applicator every 3 months.
How do I service it?
You can service the machine yourself with our revision kit.
What are the wear items?
The only wear items are the tube in the SPARROW® applicator and the projectile.
How often do the wear items need to be changed?
We recommend changing them every 1 million pulses.
How much does it cost to change the wear items?
€370 including all taxes and delivery.
The revision kit includes two projectiles and two tubes.
The revision kit is designed to last for 2 million pulses (1 million pulses per tube).
Why are your prices more affordable than those of your competitors?
Our policy is to make medical technologies such as shockwave therapy accessible to as many people as possible, without compromising on the performance or reliability of our devices. We do this by taking a different approach to distribution. By selling our products directly to clients online we minimise the involvement of third parties and can thus reduce our prices.
Can I order the MASTERPULS® ONE if I'm based outside France?
Yes, we deliver our products throughout Europe.
There are no additional fees to pay unless you are based in Switzerland, where VAT of 8.1% also applies.
Do I have to pay for delivery?
Delivery of the MASTERPULS® ONE is free throughout Europe.
How does the warranty work?
With over 200,000 air compressors already on the market, we offer a warranty of up to 2 years from purchase or up to 20 million pulses, whichever comes first.
What are the conditions of the ‘money-back guarantee’?
We offer a ‘money-back guarantee’ for all our products up to 15 days from when you receive your delivery. If you are not happy with the product, we promise to reimburse you within 10 working days from its return. The product must be returned in its original packaging, complete and in perfect condition. The customer is responsible for the cost of return shipping.
Questions
X Puls Massage gun
What is the power of the X Puls Hot & Cold?
The X Puls Hot & Cold has 5 adjustable intensity levels. It can be adjusted to the specific needs of your muscles.
What temperature does the X Puls Hot & Cold heat to?
It has 3 heating levels: 42°C on speed 1, 46°C on speed 2 and 50°C on speed 3.
This temperature may vary by +2°C depending on the environment and conditions under which the heating mode is used.
What temperature does the X Puls Hot & Cold cool to?
It has 3 cooling levels: 20°C on speed 1, 15°C on speed 2 and 10°C on speed 3.
This temperature may vary by +5°C depending on the environment and conditions under which the cooling mode is used.
Can the functions be used separately?
The vibration, cooling and heating functions can all be used separately.
How do I change the massage head?
The massage head is removed and installed simply by pulling or pushing, with no screwing required. The red rod on the hot/cold head needs to be aligned with the piston space. Make sure it is fully engaged.
What do I need to do before using the device for the first time?
Charge it for around 5 hours before first use, to ensure the battery is fully charged. When the battery is fully charged, the white charging indicator will come on, then will go off after 5 minutes.
What do the coloured lights mean?
- White light: full power level.
- Green light: moderate power level.
- Red light: low power level, please charge the device.
- Flashing red light: very low power level, the massage gun will turn off automatically after the red light flashes 5 times.
How many heads are included with the X Puls?
It comes with 5 different heads that help relieve muscle tension and speed up superficial and deep recovery: Thermo, Spine, Cone, Soft and Sphere.
How do I clean the device?
Clean the device with a damp cloth and dry it with a soft dry cloth.
Questions
X Gel body, shoulder and wrist devices
What size do I need?
The X Gel devices come in 6 different sizes suitable for all types of muscle and joint pain in athletes. From the ankle to the calf, knee, thigh, wrist, forearm, elbow or arm, there’s an X Gel for every part of the body! To find the right model for you, select the target area of the body, measure the circumference of the area, and consult the size guide.
How do I clean my X Gel?
To maintain your X Gel compression sleeve in good condition, it is important to never immerse it in water. You can clean it with a dry cloth, but it must never be fully wet.
What is X Gel?
X Gel is made using a unique formula that enables the device to maintain the optimal hot/cold temperature of the target muscle area while being worn. Its increased thickness accumulates maximum cold/heat and distributes it evenly during use. In studies, our X Gel devices have been proven to apply heat or cold without burning the skin. They can therefore be safely used from the age of 6 years.
How long after exercise should the X Gel be used?
You can use your X Gel sleeve just after training and/or as soon as you experience the initial signs of inflammation or pain. Intense, repeated exercise can cause microtrauma in the muscles. Applying X Gel cryotherapy stimulates vasoconstriction and reduces inflammation. After ice application, as your body temperature increases, blood flow is stimulated and the body gets rid of metabolic waste more quickly.
Can I use my X Gel following an operation?
Technically, there is no contraindication for applying cold to relieve pain. In certain post-operative situations, cold can even accelerate the healing process and reduce inflammation. However, if you are at all unsure we advise you to consult your doctor, particularly if you have just been through a major operation.
How do I store my X Gel?
When it is not in use, keep your X Gel in its freezer pouch or original box. If the pouch gets lost or damaged, you can use a plastic freezer bag to protect your sleeve.
What precautions do I need to take when using the X Gel?
As the X Gel is primarily water-based, it must always stay dry in order to conserve its properties. When it is not in use, it must be kept in its freezer pouch. Before using the device, it must be left in the freezer for at least 2 hours in order to reach the right temperature.
How often should I use the X Gel?
Health professionals, including physiotherapists, recommend short, frequent ice application rather than use over an extended period, in order to avoid paradoxical vasodilation. The X Gel should therefore ideally be used for a 20-minute period every 3 hours. You can ice the muscle or joint area as soon as you experience the initial signs of inflammation, such as heat, redness, pain or swelling.
What should I do if I lose or damage my freezer pouch?
If the pouch gets lost or damaged, you can use any resealable plastic freezer bag to protect your sleeve.
Questions
X Recovery compression boots, arm sleeves and shorts
How do I clean my compression therapy device?
The boots are easy to clean, made from strong, hygienic material that prevents bacterial growth and is moisture-resistant. Make sure you disconnect the power supply before cleaning the device.
- 1. Remove any marks by wiping the control unit, sleeves and hoses with a clean damp cloth.
- 2. Dry thoroughly with a clean cloth.
- 3. Do not use petrol, alcohol, diluent or any other irritant liquids to clean the device, as this might prevent it from working properly, or damage or discolour the components.
- 4. Do not let any foreign material enter the hoses.
How are the compression arm sleeves sold?
The compression arm sleeves are sold in pairs. You will receive two compression arm sleeves with each purchase.
How are the compression arm sleeves and shorts sold?
The compression arm sleeves and shorts are sold as accessories for use with the compression boots. They are sold without the control unit. To use them, you need to have the X Recovery compression boots.
How many massage modes are there, and what are the differences between them?
There are 3 massage modes. The differences between them are explained in the product manual.
How long should the compression therapy device be used for?
We recommend using it once or twice a day, for no more than 30 minutes at a time, but it can be used for longer if the pain persists.
Is it possible to use just one compression arm sleeve/boot?
Yes, it is possible. You can wear the compression device on just one arm/leg by using the silicone rubber plug to block one of the air holes. We advise you to use both at the same time for better pain relief.
Why does the control unit make a noise?
The noise is produced by the air pump on the control, which continuously supplies air to the air chambers in the arm sleeves/boots/shorts. It is not a loud noise, and is entirely normal.
What should I do if the massage intensity feels too weak or too strong?
The intensity can be set from 40 mmHg to 200 mmHg. Please select the intensity that suits you best. If the massage still feels too strong on the lowest setting, we advise you to consult your doctor before you use the device again.
When should compression therapy be used?
This product stimulates blood flow and effectively eliminates muscle pain and fatigue. It can be used at any time. You can use it before training to warm up your muscles, after exercise to speed up your recovery, or when you get home from a long day at work.
Questions
Accessories - X Freeze
When should I plug in the X Freeze?
At least 2 hours before use.
What do I need to do before using the X Freeze for the first time?
Leave it upright for 24 hours before plugging it in.
What temperature does it get to?
2°C to -22°C.
How many X Gels can it hold?
About thirty.
Do you have questions about the best way to recover after exercise?
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