Store Policy

Our Goal Is 100% Customer Satisfaction

If you have any questions about your order, please email for assistance. Customer service is available Monday to Friday 9am to 6pm ET, and all emails are answered within two business days.

Returns & Replacements

This section relates to the return or replacement of all physical products sold on (If you purchased a MELT item from a trained MELT instructor, please contact the instructor.) All return and replacement requests should be submitted to Please include your name, contact information, order number, products, and quantities, and photographs of damaged product or packaging if applicable.

Be sure to also include your reason for your request so that we can process your RMA (Return Merchandise Approval) or replacement as promptly as possible. All physical returns must receive an RMA.

Please ship your return in a box via a trackable and insured shipping method. MELT is not responsible for lost or missing items shipped to our facility. Refund is for the physical items returned only. Original shipping will not be refunded.

30-Day Money Back Guarantee

If you are not completely satisfied with any physical products you have purchased from, please email within 30 days of receipt to return the product as instructed for a full refund of the purchase price (less the cost of shipping).

Product Warranty

MELT and warrant all MELT products to be free from defects in materials and workmanship under normal use and conditions. If the product ceases to be usable within a twelve (12) month period from date of purchase by the original user, we will replace the product at our discretion. Cosmetic deterioration from use or misuse does not indicate a defect in materials or workmanship. This warranty is made to the original owner of the new product as well as customers who purchase items from a trained MELT instructor within the warranty period. If an item is purchased from a trained instructor, the instructor must submit a request for its replacement. All warranty claims must be filled within the applicable warranty period to be valid.

After 30 days, the replacement remedy shall be the sole and exclusive remedy provided under this limited Product Warranty.

The owner is responsible for the proper maintenance, storage, and use of the product. MELT products should only be used according to the product instructions detailed in the Hand and Foot Kit instructional booklet, the MELT Method book, MELT DVDs, online YouTube video demonstrations with Sue Hitzmann, and by the direction of trained MELT Instructors. While certain positions with the roller can be modified using towels, foam disks, or yoga mats, we do not recommend using any additional props or products to perform MELT techniques. We recommend that all clients read the MELT Method book prior to beginning their MELT practice to familiarize themselves with the science behind the method and instructions for each move.

The Limited Warranty does not apply if, according to the MELT Method’s absolute judgment, any of the following have occurred:

  • Accidental damage, abuse, or neglect
  • Alterations or modifications made to the product
  • Natural disasters, including but not limited to lightning, hail, fire, flood, or earthquakes

To submit a claim under this Limited Warranty, email

If MELT approves your claim, you will be notified via email and we will ship you a replacement product, free of charge via standard shipping. Please allow for 10-14 business days to complete requests. International requests may take longer. If it has been determined that your product is not covered by this warranty, you will be notified via email.

MELT On Demand Cancellation Policy

You can cancel your MELT On Demand subscription at any time by navigating to > Account > Upcoming Payments > Cancel. Cancellations should be made at least 1 day prior to the next bill date to avoid being charged. You can view your scheduled payment date by navigating to > Account > Upcoming Payments.  By subscribing to MELT On Demand, you authorize us to charge you the subscription cost automatically to the payment method provided. Monthly subscribers will be charged every 30 days after the first charge. Refunds for a monthly subscription can be requested up to 5 business days past the billing date. No refunds will be issued after 5 days from the billing date. Annual subscribers will be charged every 12 months after the first charge. Refunds for annual fees can be requested up to 30 days past the billing date. No refunds will be issued after 30 days from the billing date. No refunds will be issued for “MELT On Demand with a Free Gift” unless the Free Gift is returned to us within our 30 day return period. To request a refund, email

January 2021 Level 1 Online Training Cancellation and Refund Policy

If you cancel your registration before October 26th, you may receive a full refund to your credit card. Cancellations after October 26th will be refunded in MELT store credit. Refunds will only be processed upon return of the Science of Self-Care Manual, Hand & Foot Instructor Workbook, and the Level 1 Instructor Workbook. If you wish to keep the additional tools shipped to you, a $300 product and restocking fee will be deducted from your refund. If you wish to return the tools within 30-day or purchase, we offer a 30-day return period from receipt of goods. You will be responsible for the cost of return shipping. Cancellations within two weeks of the start of the Online training are non-refundable.

If you have any questions, please reach out to our dedicated Instructor Support Team at

Event Cancellation Policy

Should you cancel your registration more than 30 days prior to the event, your payment will be refunded minus a cancellation fee of $50. Cancellations within 30 days of MELT events are non-refundable.

Cancellations must be received at

International Taxes and Duties

Please note that additional charges for duty fees and taxes may be charged by your destination country. These fees are calculated and collected upon import by destination country and paid by the customer. These fees are nonrefundable because they are collected by a third party.

Back to Top