2ND UPDATE: Quickest replies from customer service … JOVS team reached out via phone to come up with a solution.
Dec 5 2025: (Originally 5 star) I’ve bought many skincare related devices from both Amazon and directly from brands that range from prices between $25 to $2600 and I have to say that the customer service is not always the best at all. With JOVS, even before I had even bought anything from their website, they were willing to answer the MANY questions I had about their products. Someone actually went out of their way to take a photo of the ems pad placement and send them to me because I wanted to know the exact placements. They are also very quick to get back to you with detailed responses. I was super grateful and impressed. UPDATE - Dec 20 2025: My updated review is not because the products don't work. Their products work and my initial review was because when I had a defective JOVS shorts, I sent the video showing it and they were quick to send a replacement. I bought these shorts from their website because I already own the JOVS shorts that I bought from Amazon and liked the product so I bought one for my mom. I knocked off 3 stars because of the lengthy process of trying to return something. I bought the bundle that was for the JOVS shorts + Red light EMS belt. I confirmed with JOVS that the bundle items can be returned separately. I also confirmed whether or not someone with a 60cm waist could use the belt .. to which they answered yes. I sent them the screenshots of my back and forths when trying to return the product since it would not be usable or effective. Even though it says no hassle money back, I had to go through multiple back and forth's of JOVS trying to show me how to use it. They said to lay down or try to use the extension belt for extra support, etc. They are quick to come up with ways to have you use the product. I quickly replied after trying their suggestions and they did not work. Finally at the end, they offered to return it with their 20% restocking fee + shipping costs taken out. This was no surprise as their return policy is listed on their website. The issue was the multiple back and forths of me showing proof of what I meant via videos to get the approval for the refund. The products are good but in the case you are trying it out and are not sure, I would not order from JOVS again unless you KNEW this is what you wanted or unless you were willing to eat the costs of return. It is unfortunate that I have to pay even though I had previous confirmation from their team that an item would work. It is what it is though and I was aware of their return policy before purchasing. The change in the review stars is because of the lengthy drawn out process of getting approval for the return. It just feels kind of scummy when I got confirmation from their team that it works .. only to find that it doesn't and I have to pay the return costs. 2ND UPDATE Dec 22, 2025: 2 days after I stopped answering the email chain with JOVS, I received an email from their team asking if I would be willing to speak to a representative directly via phone call. They arranged the phone call and acknowledged that they realized that it was their team member that misinformed me about a product that led me to purchase. They apologized and offered a waived restocking fee for the return or receive a refund of half the product price to the original payment without having to return the product. This was ideal for me because there was no guarantee that I could travel to my mom to collect the product to return in time. Veronica, the representative on the phone was extremely kind and soft spoken. She seemed genuinely apologetic and I appreciated being able to hear a human voice after many many emails. I have so ... sooo .. many skincare and beauty related products and devices from many brands. I will say that JOVS offers the quickest responses albeit .. it sometimes can lead to long email threads. As I mentioned above, the products work. The biggest issue I had was feeling like I was being scammed. Upon speaking to Veronica and hearing her side as well as the JOVS teams' solution, I no longer feel scammed (lol), and I am appreciative that they went out of their way to call me to find a solution. Thank you, Veronica @ JOVS.