To cancel a subscription with LoseTheBackPain.com, log into your account and stop the SmartShip auto-delivery from your dashboard, call The Healthy Back Institute at 800-216-4908, or email support@losethebackpain.com. Do it before your next order processes. Once a shipment prints in the warehouse — typically about 24 hours before it ships — that charge can no longer be stopped.
Cancel From Your Online Account
If you signed up online, the same login handles the cancellation. Sign in at LoseTheBackPain.com and open the SmartShip tab in your dashboard. Every active recurring order is listed there. Click Edit next to the subscription you want to stop, then choose Cancel SmartShip. The system should confirm the cancellation on screen.
Try this route first. It leaves a digital record, and you avoid waiting on hold. Take a screenshot of the confirmation page or the empty SmartShip list. If you don’t see a SmartShip tab, or the cancel option isn’t available, move to phone or email.
Cancel by Phone or Email
Call customer service at 800-216-4908. The line is open Monday through Friday, 8:00 a.m. to 6:00 p.m. CST, and Saturday, 9:00 a.m. to 5:00 p.m. CST.1LoseTheBackPain.com. Customer Support Have your account email and order number in front of you. Tell the agent immediately that you want to cancel, then ask for a cancellation confirmation number before you hang up and write down the agent’s name.
To cancel in writing, email support@losethebackpain.com. Use a subject line like “Cancel SmartShip — [Your Name].” In the body, give your account email, your order number, and a clear statement that you want all recurring shipments stopped immediately. Email creates its own written record, which helps if a charge is disputed later. The contact form at losethebackpain.com/contact-us/ generates a support ticket and works the same way.
The company sends a reminder email roughly 10 days before each renewal.2LoseTheBackPain.com. My Account – Order Terms and Conditions If that email lands in your inbox and you haven’t cancelled yet, act the same day. The window before the next charge is narrow.
If you need to send written notice by mail, the company address is The Healthy Back Institute, 141 E. Mercer Street, Suite E, Dripping Springs, TX 78620.1LoseTheBackPain.com. Customer Support
Confirm the Cancellation Stuck
Don’t assume one phone call closed the file. After cancelling, you should walk away with at least one of these: a confirmation number from a phone agent, a cancellation email, or a screenshot of your dashboard showing no active SmartShip subscriptions. If a phone agent didn’t give you a confirmation number, call back and ask for one.
Then watch your card or bank statements for at least two billing cycles. If a charge was already processing when you cancelled, it may still post. That’s normal. A new charge that appears after the cancellation was confirmed is a billing error you can dispute.
Get a Refund on Recent Charges
Healthy Back Institute products carry a 90-day money-back guarantee, not the 30-day window many companies use.3LoseTheBackPain.com. Shipping/Return Policy The rules turn on what you ordered.
For a single bottle of a supplement or cream, the company asks you to try it for at least three weeks. If you don’t see a benefit, send the bottle back — even partially used — within 90 days for a refund of the purchase price minus shipping. For multi-bottle or buy-one-get-one orders, only unopened bottles qualify for a prorated refund within 90 days.3LoseTheBackPain.com. Shipping/Return Policy
SmartShip orders follow the same 90-day rule with one important twist: the clock starts on the date you first signed up, not on the most recent shipment. If you’ve been subscribed for a few months and only now decided to cancel, part of that window is already gone. Return unopened bottles for a prorated refund.
Larger items, including the Seated Inversion Table and the Back Ease, need a Return Merchandise Authorization number before shipping back. Call 800-216-4908 or submit a support ticket to get one, then postmark the return within 10 days.3LoseTheBackPain.com. Shipping/Return Policy Ship with tracking and use the original packaging.
One boundary to know: if you signed up through a free trial that converted to a paid subscription, the shipping fee you paid on the trial order is non-refundable. You can still cancel the subscription and stop future charges, but that initial shipping cost stays with the company.3LoseTheBackPain.com. Shipping/Return Policy
If Charges Keep Coming
If a new charge posts after you have proof of cancellation, you have federal rights independent of the company’s own refund policy.
On a Credit Card
The Fair Credit Billing Act lets you dispute the charge directly with your card issuer. You have 60 days from the date the statement containing the error was sent to notify the creditor in writing.4Office of the Law Revision Counsel. 15 USC 1666 – Correction of Billing Errors Include your name, account number, the disputed amount, and why you believe it’s wrong.
The card issuer must acknowledge your notice within 30 days and resolve the matter within two billing cycles, no more than 90 days total. During the investigation, the creditor cannot try to collect the disputed amount or report it as delinquent.5eCFR. 12 CFR 1026.13 – Billing Error Resolution Charges for goods never delivered as agreed are covered as billing errors, and you don’t have to resolve the problem with the merchant first before going to your card company.6Consumer Financial Protection Bureau. 12 CFR 1026.13 – Billing Error Resolution
On a Debit Card or Bank Account
The Electronic Fund Transfer Act lets you stop future preauthorized payments. Notify your bank at least three business days before the next scheduled charge, either orally or in writing.7Consumer Financial Protection Bureau. 12 CFR 1005.10 – Preauthorized Transfers If you call, the bank can require written confirmation within 14 days; miss that deadline and the stop-payment order expires. Ask for the mailing address on the call and send the written notice the same day.
Stopping a bank charge is not the same as cancelling the subscription. You still need to cancel with The Healthy Back Institute separately. Otherwise, the company may keep trying to charge, generate failed-payment notices, or send an unpaid balance to collections.
If Cancellation Is Blocked
Federal law requires online sellers who use negative option billing — where a trial or initial purchase turns into recurring charges — to provide a simple way to stop those charges.8Congress.gov. Restore Online Shoppers’ Confidence Act Making cancellation unreasonably hard is a potential violation.
If you’ve tried in good faith and the charges continue, file a complaint with the Federal Trade Commission at reportfraud.ftc.gov. The FTC doesn’t resolve individual disputes, but complaints feed enforcement action against companies with patterns of deceptive billing. Your state attorney general’s consumer protection division handles individual complaints and can sometimes intervene directly.