Their customer service is very quick to respond! I emailed about returning the product because it wasn't giving me the pain relief I hoped for and they responded within minutes! Since the product has... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I ordered the product last year of November 2025, but just recently opened and use it (Jan 2026) , unfortunately I was not satisfied due to its not working right including the remote. So I emailed the... See more
Company replied
Great customer service. The belt is light weight, the heat could stay on longer but it’s a safety feature. The massage features are nice and you can move around if needed although it’s recommended tha... See more
Company replied
I had received the Hugterra which I tried using and was helpful for my neck pain. Due to my earlier health conditions of my shoulder, I am unable to use it. Had reached out to Hugterra team, to return... See more
Company replied
Company details
Written by the company
Today, Hugterra™ is a thriving brand, with a loyal following of customers who swear by our innovative massager. And while I may have started the company as a solution to my wife's neck issues, I'm thrilled to know that my product has made the necks, and lives of countless others significantly better.
Contact info
United States
- hugterra.com
4.3
Excellent
497 reviews
Replied to 96% of negative reviews
Typically replies within 48 hours
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Great device, slow delivery
Ordered this for a trip and it didn't arrive in time. Had to wait until I got back to try it. It works wonders for my travel stiffness, just wish I had it FOR the trip. Order well in advance if you need it by a certain date.
April 9, 2026
Unprompted review
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Battery drains fast on high heat
I love the heat function, it gets really warm. But be warned, if you blast the heat on max for every session, you'll be charging this thing every few days. It's a trade-off I'm willing to make because the heat feels so good, but just know the battery isn't infinite.
April 21, 2026
Unprompted review
After it arrived I plugged the Hugterra in to get…
After it arrived I plugged my Hugterra in to get it charged, while it appeared to be charging it would not work. I returned it without any difficulty. I was really excited to maybe get some relief for my neck pain.
April 22, 2026
Unprompted review
Lost in transit for a week
I was so excited to get this but the tracking didn't update for 5 days. I thought it was lost. It finally showed up a week late. The customer service was helpful when I emailed them, but the shipping delay was frustrating. The massager itself is great though, really helps my migraines.
March 31, 2026
Unprompted review
Remote is small
The device works perfectly. The heat is great, the EMS is strong. But the remote control is tiny and easy to lose in the bed sheets. I wish it had a magnet to stick to the side of the device. Still, can't argue with the results.
April 26, 2026
Unprompted review
Reply from Hugterra™
Thank you for your thoughtful feedback—we really appreciate you taking the time to share it.
We’re glad to hear you’re enjoying the heat and EMS features and that the device is delivering great results for you. That said, your point about the remote is completely valid—having it small can make it easy to misplace, especially in bed. A magnetic attachment is a great suggestion, and we’ll be sure to pass this along to our product team for consideration.
Thanks again for your support and helpful insight!
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Takes a while to charge
The relief i get from this is 5 stars, hands down. But the charging time is a bit slow. It takes a few hours to get a full charge. I just plug it in overnight now so its ready for the next day. If it had fast charging, it would be perfect.
April 24, 2026
Unprompted review
Reply from Hugterra™
Thank you for your honest feedback—we really appreciate it!
We’re so glad to hear you’re getting great relief from the device—that’s exactly what we aim for. We also understand your point about the charging time, and your workaround of charging it overnight is a smart solution.
That said, faster charging is a great suggestion, and we’ll be sure to share this with our product team for future improvements. Thanks again for your support and for sharing your experience!
I love my neck massager.
I love my neck massager. My neck and shoulder pain no longer wakes me up at night and range of motion is much better.
May 4, 2026
Unprompted review
Reply from Hugterra™
Thank you so much for sharing this—we’re really happy to hear it! 😊
It’s wonderful to know that your neck and shoulder pain has improved and that you’re finally getting better rest at night. Improved range of motion is a big win too.
We truly appreciate your support and are glad the device is making a positive difference in your daily life!
The exact same device can be found on…
The exact same device can be found on other sites for way cheaper, e.g. for 20 euro on ebay at the moment.
I asked hugterra in email about the studies they claimed proved the device's effectiveness and if the hold any related patents: no reply...
May 4, 2026
Unprompted review
Reply from Hugterra™
We’re sorry to hear about your experience and understand your concerns.
Regarding pricing, similar-looking devices may exist on other platforms, but not all products are manufactured to the same standards, materials, or quality control. Our goal is to provide a reliable, tested device along with dedicated customer support and warranty coverage.
In terms of effectiveness, the technologies used—such as EMS, heat therapy, and cervical traction—are widely used in physical therapy and rehabilitation settings. However, results can vary from person to person, and we always encourage customers to use the device as part of a broader wellness routine.
As for your inquiry, we sincerely apologize if you did not receive a response—that’s not the level of service we aim to provide. We’d be happy to look into this for you. Please feel free to reach out again at contact@hugterra.com, and we’ll make sure your questions are properly addressed.
Hugterra scam artists…
Can’t use pillow and neck massager because they’re too uncomfortable. Asked for a refund. Was told I have to ship it back to Belgium at my expense for a refund. Or keep it and get a 50% refund or store credit. In the return policy it says zero about having to return it to another country. It just says “one of our warehouses”. Beware of this company.
In response to Hugterra’s response since Trustpilot doesn’t have a respond option… I just reread your return policy. It does NOT say it may be an international warehouse, a foreign country warehouse, etc. It says warehouse.
May 3, 2026
Unprompted review
Reply from Hugterra™
We’re really sorry to hear that the product didn’t meet your expectations—that’s not the experience we want for our customers.
We understand your frustration regarding the return process. Our policy does note that returns are sent to one of our warehouses, which may be international depending on stock allocation. That said, we recognize this can be inconvenient, which is why we offer alternative options such as partial refunds or store credit so customers don’t necessarily have to go through the return process.
Our goal is always to provide a fair and transparent resolution. If you’re still open to it, please reach out to us at contact@hugterra.com
so we can review your case again and help find the best possible outcome for you.
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Box was damaged
The shipping box was crushed when it arrived. Luckily the device is sturdy so it wasn't damaged, but the packaging looked rough. Product works fine though, heat gets nice and hot.
April 17, 2026
Unprompted review
Reply from Hugterra™
Thank you for your feedback—we really appreciate you sharing this.
We’re sorry to hear that the outer box arrived in rough condition—that’s definitely not ideal and something we take seriously with our shipping partners. That said, we’re glad to hear the device itself arrived safely and is working well for you, especially the heat feature.
If you ever experience any issues with the product itself, please don’t hesitate to reach out—we’re always here to help!
Works great, shipping was slow
The product itself is amazing. Really helps with my neck pain and the EMS is powerful. But i paid for expedited shipping and it arrived 3 days late. Annoying but at least the product is good.
April 2, 2026
Unprompted review
Reply from Hugterra™
Thank you for your feedback—we really appreciate it!
We’re so glad to hear the product is helping with your neck pain and that you’re enjoying the EMS feature—that means a lot to us.
That said, we’re truly sorry about the delay with your expedited shipping. We understand how frustrating that can be, especially when you’ve paid for faster delivery. This isn’t the experience we aim to provide, and we’ll be sure to pass this along to our shipping partners.
If there’s anything we can do to make this right, please feel free to reach out—we’re here to help.
Good product, wish battery lasted longer
This gives a great stretch and i use it daily. My only complaint is that if you use the heat and EMS on high every time, the battery drains faster than advertised. I have to charge it every 2-3 days instead of once a week. But for the relief it gives i dont mind plugging it in.
April 17, 2026
Unprompted review
Reply from Hugterra™
Thank you for your honest feedback—we really appreciate you sharing your experience!
We’re glad to hear you’re enjoying the stretch and using it daily—that’s great to know. You’re absolutely right that using heat and EMS on higher settings can drain the battery faster, so your experience makes sense in that case.
That said, we appreciate the feedback on battery life and will definitely pass this along to our product team for future improvements.
Thanks again for your support—we’re happy it’s still giving you the relief you need!
As a surfer and tax accountant I have…
As a surfer and tax accountant I have struggled with back and neck pain for decades. I have literally tried everything to alleviate it except surgery and stem cells.
The orthopedic surgeons I used both are convinced I am a candidate for neck surgery with my mris showing five degenerated disks and basically no neck curve. I had constant debilitating pain and could no longer function well. Refused to take strong medications.
This hugterra device 15 minutes every morning coupled with daily stretching exercises, using a cervical pillow at night and changing my work setups as standing desks has totally changed my life.
The curve in my neck was nonexistent a year ago. Now it is coming back.
I couldn’t be more grateful for this device as it has allowed me to continue my normal life without pain medication and without surgery.
If you experience chronic neck pain, this device is definitely worth trying. Has worked wonders for me.
April 23, 2026
Unprompted review
Reply from Hugterra™
Thank you for taking the time to share such a detailed and meaningful experience.
We’re truly glad to hear that incorporating the device into your daily routine—along with stretching, proper support, and workspace adjustments—has made such a positive difference for you. It’s especially encouraging to know it’s helped you manage your discomfort and stay active without relying on more invasive options.
Your journey and insights will no doubt help others who are dealing with similar challenges. Wishing you continued progress and comfort ahead!
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Don't buy
I purchased the hugtera it does provide temporary relief for me. My son used it for less then 10 minutes my son is 20 years old he received 2nd degree burns on his neck I thought maybe my device was defective asked for a refund and the company said I would have to pay for shipping to Belgium in order to get a full refund because that's their policy.
March 19, 2026
Unprompted review
Reply from Hugterra™
We’re very sorry to hear about your son’s experience—that is deeply concerning and not something we take lightly.
We’ve responded to your email with the return address and next steps so we can properly look into this and resolve it for you as quickly as possible. Please continue the conversation with us at contact@hugterra.com
, as we’d like to gather more details and make sure this is handled with the care it deserves.
Cheap and horrible
Cheap and horrible. Don't buy!
It doesn't fit the shape of my neck. It's uncomfortable. The EMS setting is just shocking me. The vibrations are just making the whole pillow vibrate and not actually massaging anything.
April 18, 2026
Unprompted review
Reply from Hugterra™
We’re really sorry to hear about your experience—that’s definitely not what we want for our customers.
Comfort and effectiveness can vary from person to person, but what you’ve described doesn’t sound right, and we’d like the chance to make this right for you. Please reach out to us at contact@hugterra.com
so we can look into this and help find a solution that works best for you.
Just buy it
Review: Seriously, for the price of a few coffees, just try it. Your neck will thank you.
March 18, 2026
Unprompted review
Reply from Hugterra™
Thank you so much for this awesome recommendation! 😊
We love how simply you put it—and we couldn’t agree more. It really means a lot to us that you took a chance on it and found it worthwhile. Here’s to happier, more comfortable neck days ahead!
Small and portable
Love that it doesn't take up much space. I can slide it under the bed or put it in a drawer.
March 13, 2026
Unprompted review
Reply from Hugterra™
Thank you so much for sharing this! 😊
We’re really glad you’re enjoying how easy it is to store. Keeping things simple and convenient was something we had in mind when designing it, so it’s great to hear it fits seamlessly into your space.
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I paid for 4 day shipping 11 days ago, and still haven't received it.
I paid for 4 day shipping, and it still isn't here.
Response to reply: You would think I'd get a refund for expedited shipping
March 28, 2026
Unprompted review
Reply from Hugterra™
Thank you for your feedback — and I’m really sorry for the delay, I understand how frustrating that must be.
Based on the latest update, your package is already with your local courier for final delivery, which means it should be arriving very soon.
If you need any further assistance, please feel free to email us at contact@hugterra.com and we’ll be happy to help.
The product went from low charge time
The product went from low charge time, where the company offered 50% refund to keep and not have to send back to another country, to now it no longer works on the massage setting , and I now have to battle for my money back
April 7, 2026
Unprompted review
Reply from Hugterra™
Thank you for your feedback — and we’re truly sorry to hear about your experience.
We understand how frustrating this situation must feel, especially with the change in performance you described. We’d like to clarify that your order is still eligible for a full refund in line with our return policy.
The 50% refund option was offered as a convenience to help you avoid the cost and time of international return shipping. However, you are absolutely not limited to that option. You can still proceed with a full refund by returning the item to our warehouse, as outlined in our policy.
Once the return is received and inspected, we will process your refund promptly.
We’ve responded to your case with the next steps and are here to assist you throughout the process.
The belt does not have a strong…
The belt does not have a strong vibration or heat setting. When I requested a refund it was denied.
April 5, 2026
Unprompted review
Reply from Hugterra™
Thank you for your feedback — we’re sorry to hear about your experience.
We did request additional information, such as an order number, so we could properly locate and review your purchase. Unfortunately, we were unable to find any orders under the name, email address, or shipping address provided, which makes it difficult for us to assist further. At this time, it appears the product may not have been purchased through our official website.
If you’re able to locate the transaction on your bank or card statement, please feel free to send those details to contact@hugterra.com
. Our team will be more than happy to take another look and assist you accordingly.
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