I ordered this pad after the full set I ordered before started failing. As others the Pad came in a manila envelope that was taped but the pad was fine. I contacted the seller of this pad regarding the packaging and a previous pad I bought from the same manufacturer and got excellent customer service solving the issue I had. I was fortunate enough to have a very competent customer service agent taking care of my concerns. I do not know if I could mention his name, but he did an excellent job! I would definitely buy other items from this manufacturer because they stand behind their products. BTW. The pad is great to relief pain. I use it every day for an injured joint.