Frequently Asked Questions
Quick answers about our hot and cold packs, shipping, and returns. Can’t find what you need? Email Care@TrekProof.com and a real person will get back to you within 24 hours.
Using your ice pack
How do I use it cold?
Put the pack in the freezer for at least 2 hours. The gel stays soft and flexible when frozen, so it shapes to your back, knee, or shoulder instead of sitting on top of it.
How do I use it hot?
Follow the heating directions on the pack label, warming it in short bursts in the microwave or in hot water. Do not heat it longer than the label says, because overheating can cause the pack to leak or burn your skin. Always test the temperature against your skin before use.
How long should I leave it on?
15 to 20 minutes at a time. After that, the risk of skin irritation, frostbite, or burns goes up. Give your skin a break between sessions.
How does the wrap work?
Slide the pack into the wrap, place it where it hurts, and fasten the Velcro. The strap adjusts to fit most adults around the lower back, knee, elbow, shoulder, or ankle, so you can keep moving while you ice.
How do I clean it?
Wipe the pack with a warm, damp cloth and let it dry before you put it back in the freezer.
Is it safe? What’s in the gel?
Every part of our packs, including the gel inside, is non-toxic. The fabric is soft and gentle on skin. We guarantee our packs will not leak or break when used as directed.
Shipping and returns
How fast will my order arrive?
Every order ships free with 2-day shipping within the United States. We start processing orders within 1 business day.
How can I track my order?
Use the tracking link in your shipping confirmation email, or sign in to your account to see your orders and their tracking.
What is your refund policy?
Every TrekProof product is covered by a 30-day refund policy. If you’re not happy with your purchase for any reason, email Care@TrekProof.com and we’ll make it right. See our Returns and Refunds page for details.
Do you ship outside the USA?
We don’t usually ship internationally, but we’re happy to look at it case by case. Email Care@TrekProof.com with your location and we’ll send a shipping quote.
About TrekProof
Is this the same product you sell on Amazon?
Yes. It’s the same TrekProof pack sold on Amazon, where it has more than 33,000 ratings.
Do you offer wholesale?
Yes, for brick-and-mortar retailers. Email Care@TrekProof.com to talk about wholesale pricing.
How do I contact you?
Email Care@TrekProof.com. We reply within 24 hours.
Stay cool. Stay active.