Frequently Asked Questions
How do I return my TENS machine?
Return the TENS machine in the prepaid postage return bag enclosed with your machine. Place the courier bag into a NZ Post Box (if it fits) or ring Courier Post on 0800 268 743 to arrange collection of the package from your home address. If you prefer you can book a pick up online at https://courierpickup.courierpost.co.nz/
If you have misplaced the return bag:
- Purchase a New Zealand Post prepaid postage bag with a tracking sticker.
- Return the machine to: NATALCARE NATURALLY, 31a Iversen Terrace, CHRISTCHURCH 8011
- On the back of the parcel, write the return name/address using the same name as your original booking (so I know it is from you for your bond refund).
- Keep hold of the tracking number until you see the bond back in your account.
Can I hire or return aTENS during lockdown?
YES! We are an essential service so we operate through all lock down levels. If you need to return your TENS please book a pick up online with Courier Post https://courierpickup.courierpost.co.nz/ and they will pick up the TENS from outside your front door.
When do I receive my bond back?
Within 7 working days from the day the unit arrives back to me. If you'd like to check the TENS unit has arrived back to me please check your NZ Post tracking. If you'd like to check your bond has been paid back, please check your credit card and emails (Junk & Clutter folders too). Once you receive email confirmation that the bond has been returned, allow 2-3 days to appear in your account.
What should I do if I think my TENS has a fault?
As soon as you receive the TENS machine, check all components. Test everything is working correctly. When testing the TENS you must remove the electrodes from the plastic sheets and place them onto your body. The TENS will not work unless you place the sticky electrodes onto yourself.
If you believe there is a fault with the unit or something is missing please call us immediately for assistance on 021 190 5564. Sometimes it is a very simple fix.
Is one set of electrodes enough?
Yes, if you look after the sticky electrodes then one set is enough. You receive one set of electrodes with your TENS. If you remove the electrodes (to get into the shower or pool) then ask your birthing partner to carefully place the sticky side back onto the plastic sheets, ready for reapplication. If you are concerned that you'll need more than one set you can purchase extra sets from this website.
How does TENS work?
TENS units supply gentle, electrical impulses through your skin via four self-adhesive electrode pads positioned on your back.
These gentle impulses attack pain in two ways:
1. by stimulating the release of endorphins, the body’s own pain-relieving hormones
2. by stimulating the nerves to block the slower-moving pain messages coming from your cervix and womb before they reach your brain.
What does TENS feel like?
TENS feels like a pleasant tingling sensation on the skin where the electrode pads are placed.
How is a labour TENS used?
Self adhesive electrodes are placed on the lower and mid back. You switch on the TENS and turn it up until you feel the tingling. You can increase the intensity to ride out each contraction. The unit can be worn as needed for as long as needed. Labour TENS is best used at home when the contractions begin and continued for up to several hours after birth. Labour TENS will help with uterine contractions after birth and whilst breast feeding.
When do I start using the Labour TENS?
The earlier the TENS is used, the better. This gives your body time to build up natural endorphins. You can use the TENS machine right through your entire labour or alternate the TENS with other forms of pain relief.
Can I use the TENS machine before labour begins?
Yes, once you have reached 37 weeks of pregnancy, you can use the TENS machine for pain relief. Please do check with your midwife first. If you'd like to use the TENS machine for pain relief prior to 37 weeks, please check with your midwife.
Can I try out the TENS machine when it arrives?
Yes! It is important for you to check the TENS is in full working order and you have everything you need. Please do this as soon as your TENS arrives. You or your birthing partner can try out the TENS on your leg or arm. To try out the TENS you need to stick the electrodes onto your body.
Yes, although NOT whilst in the water. You need to REMOVE the TENS BEFORE you enter the water. While you are in the water your Birthing Partner can be responsible for preparing the TENS unit so it can go straight back on when you come out of the water.
Where do I place the electrodes?
You don't need to be absolutely exact when it comes to applying the electrodes on your back. The top two electrodes should be placed either side of your spine with the top of the electrodes in line with your bra strap. The bottom two should be placed with the bottom of the electrodes in line with the top of your where your buttocks meet. See the internet for more details diagrams.
Make sure you use a TENS unit specifically designed for labour. Also make sure the unit is modern and comes with brand new electrodes which you can put on and take off again. The unit should also come with batteries and instructions. NeuroTrac Labour TENS and BabyCare Elle TENS units hired from NatalCare Naturally offer modern, reliable TENS units with all these important features. Features and benefits include:
You can hire one from NatalCare Naturally! The hire fee includes FREE overnight door-to-door courier service anywhere in New Zealand (non-rural addresses) and FREE return postage. When booking you can select the date you’d like the TENS dispatched to you.
Anytime during the 2nd trimester is a good time to book your TENS (or earlier if you wish). If you have left it to the 3rd trimester or even a couple of days before your due date, then go ahead and book on-line and a unit will be available for immediate dispatch.
Have I left it too late to book?If a booking is made and paid for by 2.30pm on a regular working day (Monday to Thursday), then we can dispatch a unit on an overnight service the same day. Target delivery to main centres is overnight. Rural deliveries can take at least 3 days longer.
What if I need the TENS unit longer? or if I go over my due date?
We will simply deduct $10 per full week for each week longer you require the unit. We deduct this from your bond before returning it.
How do I track and trace my TENS?
Once we dispatch your TENS unit you will be sent a tracking number. If you would like to track your parcel you can do so with the tracking number provided to you by email at www.nzpost.co.nz (for Courier Post). If you are concerned your parcel has not arrived you can contact NZ Post Customer Services on 0800 268 743. If you live in a rural area then your parcel will be passed onto your local rural driver and delivery will take 2-3 days longer to reach you.
What happens if I have lost my TENS machine?
If your TENS machine has been lost please advise us immediately. If you delay contacting us you may be liable for late fees. An invoice will be sent to you which covers the replacement cost of the unit (less $100 bond you have paid).
What happens if I have returned the TENS but is it lost in the post?
In the unlikely event you have returned your TENS machine and it has been lost in the post, then you will need to work with Courier Post to try and locate the parcel. If the parcel is deemed lost the you will need to submit a claim with New Zealand Post. We can assist by providing you with evidence of the value of the goods. You will be sent an invoice from NatalCare Naturally 8 weeks after the date the unit was due back. This will give you time to make the claim.