Please double check your order, to see that the quantities of each product(s) matches your invoice and the total value you paid at checkout. If you still believe there to be a problem then get in touch with us either by phone or messaging and quote your order ID/post code so we can locate your order to help.

On the whole our products are very reliable but we appreciate that occasional issues can arise. If you are unsatisfied in any way with your product then please get in touch with us. We love our products and we want you to love them too. We back all our products with a money-back guarantee. Please message us with any queries.

Our orders are all dispatched promptly. If payment is received before 1pm (weekdays) then your order will be dispatched the same day. If you believe your parcel is late, then please refer to our delivery checklist which can be found here.

All our gel packs come with instructions printed on the back of the product. You can learn more about how to get the best out of your product by visiting the link below:

Heating Instructions - Microwave

Yes, you can use hot water from a pan. Just be careful when removing the gel pack from the boiling water! See our FAQ section here:

Heating Instructions - Hot Water

Yes, you may leave the gel pack in overnight and it is still soft against the skin direct. Our gel packs are guaranteed to be flexible when frozen. See our FAQ section here:

Cooling Instructions

If instructions are followed correctly, our gel packs will last several years and 1000s of uses. Top tips:

- Always clean your gel pack before every use
- Keep your gel pack away from sharp objects and pet claws/teeth!
- Inspect your gel pack prior to use for any signs of damage
- Check your gel pack doesn't 'balloon during' microwave heating

Yes, our ice packs can be used for both hot and cold therapy to provide relief from a wide range of aches and pains.

Follow our how to guide below:

How to Use a Gel Pack

If your gel pack is leaking then you should cease use.

Please send us:
(i) your order number
(ii) clear photos of the damage
(iii) a summary of the typical usage
- ie. hot or cold (or both)?
- How have you been heating or cooling?
- If in the microwave how long have you heated it for?

We can then investigate and advise of next steps.

Our gel packs were not designed to be used on open wounds.

No, please discard your pack if it breaks.

You can leave your pack in the freezer indefinitely, or just chill it for a short period of time. Some of our customers are looking for “cool” rather than “brrr” so they store their packs in the fridge. Please note if too cold allow to thaw for a few minutes prior to use

Even microwaves with the same power often heat differently, and sometimes unevenly. We always recommend that you test your pack temperature before you remove it from the microwave, and if it seems to be unevenly heated, shake it around for a while to let the gel/pearls mix together.

Our gel packs were designed to stay hot or cold and deliver a therapeutically effective temperature for a medically recommended time of 20 minutes. If you plan to re-apply the product, be sure to take a 20-minute break between uses. Some of our customers have told us they prefer to use the packs chilled in the refrigerator rather than the freezer. Consult with your doctor if you are unsure about what will work best for you.

Clean your pack gently with mild soap, alcohol, or detergent and let stand for 1 minute.

Always test pack temperature prior to application, especially when using on children. The temperature should be warm to the touch, but not hot, and never painful. Heating recommendations provided by GelPacksDirect are guidelines and are based on testing in standard household microwaves. Power output will vary in each microwave. Uneven heating may occur, so be careful, the temperature may vary in different locations in/on your gel pack.

To be on the safe side, give your pack a gentle shake when it comes out of the microwave to help ensure heat is evenly distributed. Do not fall asleep using pack.

Overheating or prolonged application may cause injury, including burns. Heating beyond the suggested time may damage or destroy your gel pack. If you heat the pack beyond our recommended time, the gel can get very hot and could burn you very quickly. It is normal for gel packs to expand a little when heated for the recommended time. If you accidentally heat your pack beyond the recommended time and see it inflating like a balloon, immediately turn off your microwave, wait for the pack to cool down, and then carefully dispose of your pack.

When in doubt, or if your pack shows any signs of deforming, dispose of your pack – a pack that has been overheated should never be reused. Our gel packs will explode like a popped balloon if heated for an excessive amount of time.

Our gel packs should only be used under adult supervision. Our gel is non-toxic, but should not be ingested. Children may have more sensitive skin than adults, so we recommend that adults pay extra attention when using our products on children.

Our gel is non-toxic but is not designed to be ingested. First Aid is generally not required, and ingestion is not thought to be a cause for concern, but we recommend you contact your doctor who will be more familiar with your personal medical history, especially if you have pre-existing organ damage or experience adverse symptoms.

Our gel packs are very hard-wearing and retain their hot and cold capabilities long after you have recovered from your injury. They are designed to be used over and over!

Our gel packs should be kept in the freezer for at least 2 hours to be fully effective.

Yes, applying ice to strains/sprains has been proven to reduce inflammation. Find out more on how to use hot or cold below:

Hot vs Cold Therapy

The gel pack must be allowed to get to room temperature before heating in the microwave.

Gel packs are generally safe to use, but it's always a good idea to consult with a healthcare professional.

Yes, our gel packs are suitable for all age group.

Yes, they are reusable and can be used multiple times.

No, oven would melt the outer layer of your pack

The full details of our Returns policy may be found here.

If the gel pack is unused and in new condition then they may be resold. For all used products these are disposed of

Once we receive your items back, they will be assessed by our Returns department. If you are eligible for a refund, then this will be processed usually within 2 working days of receipt. We advise to send returns back to us via a tracked service for your peace of mind.