Customer Support

1. Shipping & Delivery

We ship worldwide from our authorized fulfillment centers.

Processing Time: 1–3 business days

Estimated Delivery: 5–10 business days (depending on region)

Tracking: You will receive a tracking link once your order ships.Please note that delivery times may vary due to customs clearance or regional logistics.

2. Returns & Refunds

We want you to love your SKINETRY purchase.

If for any reason you are not satisfied, we accept returns within 30 days of delivery.

Products must be unused, in original packaging.

Refunds are processed within 7–10 business days after inspection.

To initiate a return, contact us at xiao.qin@thepuredew.com.

Please review our Return Policy for full details.

3. FAQs

1. How do I use my SKINETRY LED Light Therapy Mask?

Clean your face before each session. Place the mask comfortably on your face and select your preferred light mode (7 light or circulation modes). Each session lasts around 10–20 minutes, and we recommend using it 3–5 times per week for optimal results.

2. Is SKINETRY safe?

Yes. SKINETRY LED Therapy Mask is FDA 510(k) Cleared (K243555), ensuring its safety and efficacy as a medical-grade light therapy device.

3. Can I use the mask every day?

Yes, daily use is safe. However, for best results and to allow your skin to recover naturally, we recommend 3–5 sessions per week.

4. How long will shipping take?

Orders are processed within 1–3 business days, and shipping typically takes 5–10 business days, depending on your location. You’ll receive a tracking link once your order is shipped.

5. Is the light safe for my eyes?

Yes. SKINETRY masks use clinically tested wavelengths within safe exposure limits. We still recommend wearing the included eye mask during use.

6. Can I use skincare products while using the mask?

Yes. You can use gentle, non-irritating serums or moisturizers before and after treatment. Avoid acid-based or retinol products immediately before sessions.

7. What should I do if my device doesn’t turn on?

Please check that:

The controller is fully charged

The cable and adapter are properly connected

The power button is held for 2–3 seconds

If it still doesn’t work, contact us at xiao.qin@thepuredew.com for assistance.

8. How can I track my order?

You will receive an email with a tracking number once your order has shipped. You can also reach out to our support team if you have any issues with your delivery.