FAQs
Can't find yours? Email support@sereway.com and we'll answer it.
Will I actually feel it working?
Yes — most people feel it in the first session.
Turn it on and three things happen at once: warmth across the back of your neck, soft pulses under the panel, and light vibration through the shoulders. Most people notice their shoulders drop before the 15 minutes are up.
The bigger change shows up around week two, once it's part of your day instead of a one-off. That's exactly why you get 30 days to decide.
What do the pulses feel like?
Like a light tingle, or a tiny tapping under the skin. Not a shock.
Start on level 1. Sit with it for a minute, then move up one level at a time until it feels like a firm tap. Most people settle around 2 or 3.
If it ever feels sharp or prickly, turn it down. Sharp means the level is too high for your skin that day — not that anything is wrong with the device.
Do I have to wet my neck first?
Yes — and it's the one step you can't skip.
The pulses travel through moisture. On dry skin you'll feel little or nothing, and the panel will seem dead.
Wipe the back of your neck with a damp cloth or splash a little water on it, then put NuroNeck on. Sweep long hair up so the panel touches skin. That's the whole trick, and it's the most common reason a working unit feels like it isn't.
How is this different from the heating pad I already own?
A heating pad does one thing: warmth. It feels good, then it wears off.
NuroNeck runs warmth, soft pulses, and vibration at the same time — and the curved shell holds your neck in the shape it loses all day at a screen. It's cordless, so there's no wire running to a wall, and it's gentler than a massage gun, which was never built for necks.
Same 15 minutes. Three things at once instead of one.
Is the heat actually warm enough?
It's warm, not hot. The three heat levels sit around 40–42°C — think warm towel, a little warmer than your own skin.
That's deliberate. Anything hotter isn't safe to rest against your neck for a full 15 minutes.
If you want the warmth to feel stronger, run heat level 3 with the vibration on. The two together read much warmer than heat on its own.
Will it fit me, and is it comfortable to wear?
One size. The shell flexes open and rests on your shoulders like a soft collar, so it sits on almost any neck.
It's light and cordless, so you can wear it at your desk, on the couch, or in the car once you've parked. Most people forget it's on within a minute.
Nothing to strap, tighten, or adjust — put it on, press the button, lie back.
Why does it stop after 15 minutes?
Because 15 minutes is the sweet spot — and because you shouldn't have to remember to switch it off.
Massage experts agree that longer isn't better on one tight spot. If a spot needs much more than 15 minutes, that's a sign to have someone look at it properly.
Want more? Let it rest a couple of minutes, then start another cycle. And if you fall asleep in it, it turns itself off.
Can I use it every day?
Yes. It's built for daily use at gentle settings.
One 15-minute cycle a day is what most people land on. The best moments: mid-afternoon when your shoulders start to climb, right after a long drive, or on the couch before bed.
Keep the levels comfortable rather than maxed. With this device, repeatable beats intense — the results come from the routine, not the setting.
Is there anyone who shouldn't use it?
Please skip it, or ask your doctor first, if you:
- have a pacemaker or any implanted electronic device
- are pregnant
- have epilepsy, a blood clot, or an ongoing condition you're being seen for
- have broken, sore, or numb skin on your neck
Always place it on the back of your neck and shoulders — never on the front of your throat. Not for children, and not while driving.
NuroNeck is a comfort device for everyday tightness. It isn't a medical device.
How long does the battery last?
About a week of daily 15-minute sessions on a single charge.
It charges over USB-C from any wall plug, laptop, or power bank — the light stops flashing when it's full. There are no batteries to buy, ever.
Easiest habit: plug it in at your desk during the day, use it in the evening.
What's in the box?
- NuroNeck device — curved shell, warm EMS panel, massage nodes, magnetite core
- Wireless remote — change modes and levels without reaching behind your head
- USB-C charging cable
- Quick-start guide — mode chart and care instructions on one page
Nothing else to buy. Charge it and you're 15 minutes from a looser neck.
How long does shipping take?
Free shipping on every order — no minimum, no surprise fees at checkout.
- Processing: 1–3 business days
- Delivery: 7–12 business days after that
- Tracking: emailed the moment your order ships, so you can follow it to your door
Ordered more than one? They may arrive in separate packages, and every package is tracked. You can also check your order any time on our Track Your Order page.
What if I don't like it?
Then you get your money back. You have a full 30 days.
Use it every night if you want to — used is completely fine, that's what a trial is. Email support@sereway.com with your order number and we'll send return instructions within 24 hours. Your refund goes back to your original payment method within 5–7 business days of the return arriving.
No restocking fee. No cross-examination. We'd rather refund you than have it sit in a drawer.
Still have a question? Email support@sereway.com — we answer every one.