Frequently Asked Questions
Using The Sleeve
Can I try the device before ordering?
We do not currently have the option to try the device ahead of purchase. However, the Neural Sleeve comes with our Step Together Guarantee: if it isn't helping you or you're unsatisfied in any way, you can return the sleeve and cancel your remaining monthly payments any time.
What colors does it come in?
The Cionic Neural Sleeve is currently available in two colors - Graphite and Sapphire. Sapphire is currently available in select sizes, and additional colors may be released in the future.
How long can the device be used in a day/before the battery needs to be recharged?
On average, we expect the battery to last around 8 hours per complete charge. Battery life will vary based on individual settings. Please note that it is not recommended to wear the sleeve for longer than 8 hours at a time to protect the integrity of your skin.
How long will the device last?
The Control Unit can be expected to last several years when well-maintained. The Control Unit has a rechargeable battery that is not removable. Do not attempt to replace the battery. Maintain a routine of daily charging if using the system regularly, and at minimum, once monthly if your system is in storage. Avoid leaving your Control Unit uncharged indefinitely to minimize the risk of decreased battery longevity. Refer to the technical specifications section of the manual for appropriate operating and storage conditions.
Will it help me walk faster?
Individuals may respond differently to wearing the sleeve. In studies we have conducted, some participants have demonstrated an increase in gait speed. Other participants report increased endurance or the ability to walk for longer periods of time or for greater distances.
Can I use two sleeves?
We recommend that you start with one sleeve on the most impacted side to confirm the system is a fit for your mobility, but yes, it is possible to wear two Neural Sleeves at once.
Is there training?
Yes, we will schedule an online training session with one of our Mobility Specialists who will walk you through the process of setting up your Neural Sleeve. The Mobility Specialist will evaluate your walking with the Neural Sleeve and adjust the settings to maximize effectiveness and comfort. You will also have the opportunity to schedule follow-up appointments with your Mobility Specialist on an ongoing basis.
Does it hurt? What does it feel like?
The functional electrical stimulation should not be painful. Some users describe the sensation as a tingling, tapping, buzzing, or pulling in the muscles. The stimulation parameters can be adjusted to find the most comfortable setting for each individual.
What happens if the sleeve stops working? Is there a warranty?
The Cionic Neural Sleeve carries a one-year warranty, starting from the date of onboarding, during which eligible repairs are covered under warranty. CIONIC will not provide free repair for malfunctions caused by the following behaviors:
After the initial 12-month period, there are options for continued warranty coverage in year two under the ongoing monthly subscription plan or a la carte extended warranty package.
Does my doctor need to use the prescription form provided by CIONIC?
Your doctor may choose to use their own prescription form or the CIONIC prescription form provided. It is best to use the form provided by CIONIC to ensure that all of the necessary information has been captured. In either case, the prescription can be returned to rx@cionic.com or by fax to 510-426-7572 after you have placed your order at cionic.com.
How many electrodes are included in the subscription?
The life of the electrodes varies depending on usage, but we will provide replacements as needed as the electrodes deteriorate under our subscription program.
Does the sleeve get hot?
The sleeve has been built to provide enhanced comfort and breathability—similar to that of a pair of leggings.
How Should I Wear the Neural Sleeve?
The Neural Sleeve can be worn with many different types of clothing, and can be styled visibly with shorts or a skirt, or discreetly underneath pants or a skirt or dress. The Neural Sleeve must have direct contact with your skin.
Will it interfere with Ampyra?
No, it should not interfere with Ampyra.
Will the sleeve fit my specific body dimensions?
The Neural Sleeve is available in a variety of sizes to fit different body shapes, and taking measurements is part of the ordering process. If there is not currently a size available for your measurements, you can sign up for a waitlist to be notified if your size becomes available. The development of new sizes requires significant R&D and regulatory effort, so joining a size waitlist is not a guarantee that the size will be manufactured. We are working hard to expand availability and will notify the waitlist as new sizes become available.
I had to enter measurements during the ordering process, does this mean the Neural Sleeve is custom-made for my leg?
Each Neural Sleeve size fits a range of measurements, and we assign the appropriate size based on the measurements you submit during checkout. Because no two legs are exactly alike, the Neural Sleeve fits each person differently. For example, for some people, the velcro panel may be completely covered, and for others, there may be a thin strip of velcro visible. Some people may have a little extra fabric at the bottom, others will not. The most important thing is confirming the velcro panels close securely and all electrodes are in direct contact with the muscle groups.
What are the accepted measurements for available sizes?
How much space does the app take up on your mobile device?
Slightly over 70MB (requires iOS or Android).
Which Devices are Compatible with the Neural Sleeve?
The CIONIC App is compatible with most popular smartphones and tablets. To set up and use the Neural Sleeve, you must install the CIONIC App on a compatible device. The App is available for both iOS and Android devices, and additional guidance is below:
Will the device interfere with hip replacement or femur rods?
There are no contraindications in using the device with unpowered orthopedic implants.
What material is the sleeve made out of?
The Sleeve is built with 2 layers of sports performance fabric (84% Nylon, 16% Lycra®) with integrated electronic components.
Is the Neural Sleeve Waterproof? Machine Washable?
The Neural Sleeve is not waterproof, and cannot be washed in a washing machine. The Neural Sleeve is cleaned using a fabric spray.
Paying For The Sleeve
How do I order the Cionic Neural Sleeve?
All ordering is done directly on cionic.com. Individuals who live in a licensed state and who take the assessment and are determined to be a fit for the product can order directly on the website. During the process, you will select the side(s), color, and enter measurements, as well as enter your billing information and complete the down payment. Once the order is complete, you’ll receive an email containing information on how to get a prescription and record your walking video.
Who qualifies as an Early Adopter?
Anyone who ordered a Neural Sleeve in 2022 or 2023 qualifies as an Early Adopter.
I ordered the Neural Sleeve in 2023. What was the cost?
For Early Adopters who placed orders before the end of 2023, there is a $200 down payment at the time of purchase so that we can build the Neural Sleeve. This is followed by $200/month for 12 months starting at onboarding or two months after delivery ($2,600 in total for year one), which includes the Neural Sleeve, electrode gel pads as needed, expert care from a Mobility Specialist, warranty repairs, and new exercises and activities. After the first 12 months, there will be a range of options for Early Adopters, from an all-inclusive monthly subscription, which includes electrode gel pads as needed, expert care from our Mobility Specialists, extended warranty repairs, and experience enhancements through new exercises and activities. The 2024 year-two rate for this package is $120/month plus local taxes, as applicable, and Early Adopters who ordered in 2023 or earlier will pay a reduced rate of $100/month for months 13-18. Pricing is subject to change. There will also be a la carte options for Early Adopters detailed below.
What are the Early Adopter a la carte options?
What is the pricing for new orders in 2024?
Starting January 1, 2024, there is a $260 down payment which is non-refundable after the Neural Sleeve ships, followed by $260 per month for the first 12 months, which covers the Neural Sleeve, expert care from a Cionic Mobility Specialist, electrodes as needed, access to all new exercises and activities, and warranty repairs. Local taxes may apply. For year two+, the 2024 rate is $120, which includes expert care from our Mobility Specialists, electrode gel pads as needed, access to new exercises and activities, and warranty repairs. Local taxes may apply. Pricing is subject to change.
What is the pricing and onboarding process for someone who wants to order two Neural Sleeves?
For new orders placed after January 1, 2024, there will be a down payment of $460 followed by $460/month for 12 months plus applicable taxes. For dual-sleeve customers who purchased both Neural Sleeves prior to 2024, there will be a range of options after year one, including the all-inclusive package at $200 per month (includes up to four sets of electrodes, rather than two for the single leg customers) and the a la carte options listed earlier in the FAQ. For any Early Adopter who opts into the all-inclusive package, months 13-18 will be a reduced rate of $180 plus applicable taxes. For customers ordering two sleeves, the onboarding process starts with a single Neural Sleeve on the side of the customer’s choosing to determine if the Neural Sleeve is a fit for their mobility. Once a customer has been successfully onboarded on the first side, monthly billing for the first Neural Sleeve will begin. Once the Mobility Specialist and customer agree the customer is ready for the second sleeve, we’ll ship the second Neural Sleeve. Once the customer is onboarded with the second sleeve, the monthly billing for both sleeves will begin. The second sleeve will be prorated to the current billing cycle so there is only one monthly invoice, so the monthly bill for the first and twelfth month of the second Neural Sleeve will have a prorated amount accordingly. If for some reason onboarding is unsuccessful and the second Neural Sleeve will not be shipped, the $200 down payment for the second Neural Sleeve will be refunded.
Why is the price going up in 2024?
We set our prices almost two years ago, and since then we have learned a lot about how our customers use their Neural Sleeves, what their preferred support and warranty needs are, and faced significant inflation throughout our supply chain. This pricing allows us to continue to deliver the same caliber of service for our customers in 2024 and beyond, as well as invest in our technology to continually improve the user experience.
Why is the price higher in year one?
The year-one price includes not only the Neural Sleeve hardware, accessories and shipping and handling, but also the additional time and resources required for onboarding a new customer.
Why do you have monthly pricing instead of all at once?
We hope that the Neural Sleeve is a fit for your mobility, but understand that it isn’t a fit for everyone. Our pay-as-you-go model means you only pay for it while you’re using it, and if you cancel, you no longer need to make payments.
Can I pause my subscription?
We understand that there may occasionally be medical or other reasons you are not able to use your Neural Sleeve. Contact support@cionic.com if you would like to discuss a temporary account pause for a maximum of two months per year.
Is there tax on the Neural Sleeve?
There may be local taxes depending on where you live. There is no tax on the down payment for the device, and the monthly taxes will appear on your invoice each month, if relevant, in accordance with your zip code. Only a portion of your monthly payment will be subject to local taxes. For Early Adopters who ordered in 2023 or earlier, tax is included in your $200 monthly payment for the first 12 months.
Do I pay shipping on the Neural Sleeve?
No, ground shipping is included in your purchase.
I would like to order another Neural Sleeve or Control Unit. Can I do that?
Absolutely! Additional Neural Sleeves can be ordered at any time for $400, and additional Control Units can be ordered for $1000. Contact support@cionic.com if you are interested in doing this.
What is the licensing requirement, and which states are currently licensed?
As an FDA-cleared Class II medical device, CIONIC needs to obtain the proper licensing in order to distribute Neural Sleeves to each state. The process varies by state and the Neural Sleeve can now be shipped to over 90% of states in the United States. The following states are approved: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington, D.C., West Virginia, Wisconsin, Wyoming.
I Don’t Live in a Licensed State, When Can I Order a Neural Sleeve?
We are working hard at getting licensed in remaining states. If the Neural Sleeve is a fit for your mobility but your shipping address is in a state that isn’t approved yet, you can join a waitlist to be notified as soon as your state gets approval. Note that there is not currently a timeline for MT and ND, as both states require in-state pharmacist support which is not currently available. Those states will continue to be evaluated in the future.
Can I use my FSA/HSA account for the sleeve?
The Neural Sleeve is eligible for payment under FSA/HSA preferred spending accounts. Typically, plans allow both users and their families to apply funds. Plans do vary, so check with your individual provider for details.
When will my monthly billing cycle occur?
Monthly billing begins immediately after onboarding, and your account will be billed automatically to the credit card on file every month thereafter, either for the full amount during your first year, or the all-inclusive subscription rate in year two. For Early Adopters who choose the a la carte options, billing will vary based on the option selected. Billing for electrode gels will be in accordance with the option selected throughout the year. Billing for the extended warranty will happen right at the beginning of year two. Billing for the a la carte CionicCare package will vary based on when customers elect to opt into that package. If you have specific considerations for the time of the month during which you would like to be billed for the ongoing monthly subscription, that’s no problem. Just schedule your onboarding appointment accordingly. Please note that if you haven’t booked your onboarding appointment within two months of your Neural Sleeve delivery, monthly billing will begin.
Can I return it and do you offer refunds?
Our Step Together Guarantee means that if the sleeve isn't giving you the assistance you need, you can return the unit and cancel your remaining payments at any time. However, we do not offer refunds for the time the Neural Sleeve was in use. The pay-as-you-go model means you pay when you’re using it, but can cancel and stop paying if you decide to stop using it and return the sleeve. For example, if you order a Neural Sleeve in 2023 and after onboarding and using it for several weeks you decide you are not getting enough benefit and would like to cancel, you would notify Customer Care, return the Neural Sleeve and would only have paid $400 in total - the down payment and first month. For someone who orders a Neural Sleeve in 2024, this same scenario would be $520, plus applicable taxes.If you decide to cancel your order before we ship your Neural Sleeve, we will refund your down payment. If you decide to cancel after you have received your Neural Sleeve but before you complete onboarding, if the sleeve is returned within two months of delivery and electrodes have not been applied you are only responsible for the down payment; however, if you do not return the Neural Sleeve within the two months, you are responsible for the down payment and any monthly payments.
Are we covered by insurance/Medicare/Medicaid?
Unfortunately, FES devices for mobility, including the Neural Sleeve, are considered experimental by insurance companies and reimbursement is considered on a case-by-case basis. CIONIC recognizes how important this is and is committed to supporting reimbursement efforts. Individuals can submit documentation to their insurance company to request reimbursement, and CIONIC will support these efforts with a Letter of Medical Necessity that can be shared with your medical provider to complete and submit. The Neural Sleeve is eligible for payment under FSA/HSA/HRA preferred spending accounts.
Other Frequently Asked Questions
Is the Neural Sleeve available outside of the United States?
Currently, we are cleared by the FDA to market and sell the Cionic Neural Sleeve in the United States. A valid prescription from a US-based doctor and US mailing address are required. We are evaluating potential collaborations to expand internationally in the future.
Is the Neural Sleeve available for pediatric use?
Currently, the Cionic Neural Sleeve is indicated for use with adults 22 and over. We will be conducting pediatric trials in the future and will announce new trials and future availability directly in our newsletter.
Can I travel with the Neural Sleeve?
As an FDA-cleared class II medical device, you can travel with the Neural Sleeve. We can provide documentation for airport security, including an information sheet and copy of your prescription.
I have more questions, can I speak with someone from CIONIC?
Contact reservations@cionic.com with any additional questions and our team will get back to you.
