FAQs

Q: When will my order be shipped out? A: All orders confirmed before 4 PM on working days will be packed and dispatched the same day. Orders placed after 4 PM will be shipped on the next business day. No shipments will be arranged on weekends and US public holidays.

Q: How long does delivery take within the US? A: We ship directly from our US overseas warehouse. Standard delivery takes 3–7 business days for most US states. Deliveries to remote areas may take 7–12 business days. A tracking number will be sent to your registered email once the parcel is dispatched for full logistics tracking.

Q: Can I edit my shipping address after placing an order? A: Address modification is available only before your package leaves the warehouse. Once the item is handed over to the courier, the shipping address cannot be changed. If the package is returned due to an incorrect address, the customer shall bear the extra shipping fee for resending.

Q: Which regions do you ship to? A: We currently deliver to the entire United States. Shipping to Australia, Canada and other regions will be launched later. Please follow our official store for updates.

Q: Is this red light mask suitable for all skin types? A: It works well for oily, dry, combination and sensitive skin. Do NOT use this device if you are pregnant, have open wounds, severe skin lesions or active skin diseases. We recommend a patch test on your jawline first; stop use immediately if redness or stinging occurs.

Q: What is the recommended usage duration and frequency? A: Use the mask for 10–15 minutes per single session. For the first two weeks, use it 3–4 times weekly. After your skin builds tolerance, you may reduce usage to 2–3 times per week. Never exceed 20 minutes per use to avoid overexposure.

Q: Do I need to use serums or facial masks alongside the device? A: You may pair it with hydrating serums or sheet masks to boost absorption for better results. The mask can also be used alone with a clean and dry face before treatment.

Q: Is the mask foldable and portable? A: The flexible silicone frame allows gentle folding for easy storage. A dedicated storage pouch is included for home use and travel convenience.

Q: How should I clean the mask? A: Do NOT submerge the main unit in water. Wipe the silicone contact area gently with an alcohol pad or soft lint-free cloth, and store it after fully air-drying.

Q: What is your official warranty policy? A: We offer a 12-month global warranty for the main device. Free repair or replacement will be provided for manufacturing defects within the warranty period. Damage caused by dropping, water ingress or unauthorized disassembly is not covered under warranty.

Q: What if my item arrives damaged or missing parts? A: Please contact our customer service within 48 hours upon receipt. Attach clear photos or videos of the outer package and damaged product for verification. We will send replacement accessories or a brand-new unit free of charge, with all shipping costs covered by us.

Q: Can I return or exchange my order? A: Unopened and unused products can be returned within 30 days of delivery for a full refund. Opened items may only be returned or exchanged if confirmed to have manufacturing faults. For returns due to personal preference, the customer is responsible for return shipping fees.

Q: Can I purchase spare parts separately? A: Replacement charging cables, storage pouches and straps are available for individual purchase. Please reach out to our support team for purchasing links.

Q: What payment methods do you accept? A: We support Visa, Mastercard and PayPal. All payment transactions are fully encrypted, and we will never store your sensitive card information.

Q: Why was my card charged twice? A: A temporary pre-authorization hold may occasionally appear. Duplicate pending charges will be automatically refunded to your original payment method within 7 business days. Contact our support if the refund is not received after this period.

Q: How can I check my order information? A: An order confirmation email with order details and tracking access will be sent to your inbox right after checkout. You can also log into your account on our website to view all order history.

Q: What skin concerns can red light therapy improve? A: Our LED mask targets sensitive redness, acne marks, uneven dull skin, fine lines, rough texture and oil imbalance with consistent use.

Q: How soon can I see visible improvements? A: Results vary per individual. Most users notice brighter complexion and reduced redness after 4–6 weeks of regular use. A full cycle of 2–3 months of consistent treatment is recommended for long-term skin condition improvement.

Q: Will the light hurt my eyes? A: Detachable eye protection pads are included with every device. Always wear the eye covers during treatment and avoid direct eye contact with the LED light source.

Q: Is there a welcome discount for new customers? A: Subscribe to our email newsletter to receive an exclusive first-order coupon automatically applied at checkout.

Q: Do you offer bulk order discounts? A: Tiered discounts are available for orders with 2 or more devices. Email our customer service for custom bulk pricing.

Q: What items are included in the standard package? A: Each box contains the LED mask main unit, charging cable, eye shield and storage pouch. Limited-time promotional bundles include extra skincare samples and cleaning supplies as stated on campaign pages.

If you have any other questions not listed above, please email us at support@yourbrand.com or use the online chat widget on our website during business hours.

Replace YourBrand with your official brand name, and change the support email to your store mailbox, then directly paste this whole text into your Shopify Pages editor.