Frequently Asked Questions
Orders & Shipping
Q1: How long does shipping take?
All orders are processed within 3–7 business days (most in-stock items are typically dispatched within 1–3 business days). Estimated delivery times and tax/tariff responsibilities vary by shipping method:
- Economy Shipping: 30–60 days — Tax & Tariff Included
- Standard Shipping: 12–20 days — Tax & Tariff Included
- Expedited Shipping: 7–15 days (DHL, UPS, FedEx, ARAMEX) — buyer is responsible for customs duties and VAT in their country
- Sea or Rail Shipping: 40–60 days ocean transit + 5–10 days local delivery — Tax & Tariff Included
- Professional Air Shipping: 5–8 days air transit + 5–10 days local delivery — Tax & Tariff Included
⚠️ Please review your selected shipping method carefully before placing your order. (Each shipping option at checkout clearly indicates whether taxes and tariffs are included.) If you choose Expedited Shipping, you will be responsible for any customs duties or VAT charged by your country upon arrival. We are unable to accept disputes or refund requests arising from unexpected import charges due to incorrect shipping method selection.
You will receive a tracking number by email once your order is dispatched. Track your order at 17track.net.
Q2: I am purchasing large or heavy professional equipment. How is shipping handled?
For large, heavy, or high-value professional equipment, shipping rates and transit times cannot be accurately reflected by our standard checkout rates. This is because:
- Freight costs vary significantly depending on your chosen shipping method (air freight, sea freight, rail, or express courier)
- Carrier rates are updated frequently and may change without notice
- Transit times can vary depending on the season — during peak periods (such as Q4), shipping timelines may be longer due to high industry demand and carrier capacity constraints
- Your destination country, port of entry, and local delivery requirements may also affect the final cost and timeline
To avoid any misunderstanding regarding shipping costs or delivery expectations, we strongly recommend that customers purchasing large or heavy equipment contact us directly before placing an order to receive a current, accurate freight quote tailored to your location and preferred shipping method.
Please reach out to our sales team via the contact page or email us at info@itechaesthetics.com with the product(s) you are interested in and your delivery address. We will respond with a precise quote promptly.
Q3: Which countries do you ship to?
We ship worldwide. We have successfully delivered to customers in the United States, Canada, the United Kingdom, Germany, France, Spain, Italy, Australia, Israel, Turkey, Russia, Argentina, Brazil, India, Vietnam, and many other countries. If you are unsure whether we ship to your location, please contact us before placing your order.
Payment & Pricing
Q4: What payment methods do you accept?
We accept the following payment methods:
- Credit cards via Shopify Payments (Visa, Mastercard, Amex)
- PayPal
- Bank transfer (T/T) — available for both retail and wholesale orders, with local currency accounts in USD, EUR, CAD and more
All transactions are processed securely through official corporate channels. For more details, visit our Payment Methods page.
Q5: What should I do if there is an error in the product price or shipping cost?
While we make every effort to ensure that all pricing and shipping information displayed on our website is accurate, errors may occasionally occur. If you notice a discrepancy in the product price or shipping cost at any stage of your order, please contact us before completing your purchase. We will review and correct any verified errors promptly. We reserve the right to cancel or adjust orders where pricing errors have occurred prior to fulfilment.
Warranty & Support
Q6: What is the warranty on your equipment?
All machines come with a 1-year warranty on the main unit and 6 months on handpieces and accessories. During the warranty period, we will provide free replacement parts and cover return shipping costs for verified defects.
To make a warranty claim, please contact us with your order number and photos or videos of the issue. Our team will assess and respond within 2 business days.
Q7: Do you offer technical support after purchase?
Yes. Our technical team is available via email and live chat to assist with setup, operation, and troubleshooting.
Q8: Do you provide training or instructional materials for the equipment?
Yes. To avoid any complications during shipping and customs clearance, we do not include printed manuals with the shipment. Instead, after your order is dispatched, we will send you a digital user manual and video tutorial links by email. These cover device setup, operation, and basic troubleshooting. For professional buyers such as clinics and salons requiring more in-depth guidance, our technical team is available to provide additional support via email or video call. Please contact us after your purchase to arrange this.
Returns & Refunds
Q9: I just placed an order but made a mistake. Can I cancel or modify it?
If you have just placed an order and need to cancel or make changes (such as incorrect product, quantity, shipping address, or voltage selection), you have two options:
- Self-cancel within 24 hours: Log in to your account, go to your order, and click the "Cancel order" button. This option is available within 24 hours of placing your order. A full refund will be issued to your original payment method automatically.
- Contact us directly: If you need to modify the order (e.g. change address, quantity, or product) or if the 24-hour window has passed but the order has not yet been dispatched, please email us at info@itechaesthetics.com with your order number and the change required. We will do our best to accommodate your request before dispatch.
After dispatch: Once the order has been shipped, we are unable to cancel or redirect it. Please refer to our return policy once the item arrives.
Q10: What is the return and refund policy?
We accept returns within 15 days of delivery. Items must be unused, in original condition, and in original packaging. Please contact us before shipping anything back — unauthorized returns cannot be refunded.
The following are not eligible for return:
- Items showing signs of use or man-made damage
- Items returned after the 15-day window
- Consumables and accessories once opened
Once your return is received and inspected, we will notify you within 7 business days. If approved, refunds are processed within 14 days to your original payment method. Please note that return shipping costs and payment processing fees are non-refundable.
For exchanges, we only replace items that are defective or damaged upon arrival. Contact us to arrange an exchange or place a new order after returning the original item.
Products & Certification
Q11: Are your products certified?
Many of our products carry international certifications such as CE and RoHS. However, certification availability varies by product and destination country, as different markets have different regulatory requirements. Not all products hold every certification, and we do not guarantee that any specific product meets the import or licensing requirements of your country.
If certification compliance is a requirement for your purchase, we strongly recommend confirming the available certifications for the specific product with us before placing your order. Please contact us and we will provide the relevant documentation for your review.
Q12: Can I enquire about products not listed on your website?
Yes. Our website showcases a selection of our product range, but does not represent our full catalogue. If you are looking for a specific device, treatment technology, or accessory that you cannot find listed, please reach out to us directly and we will do our best to source or recommend a suitable option based on your requirements.
Q13: Are the devices compatible with my country's voltage and plug type?
Yes. Where applicable, voltage and plug type options are available as selectable variants on the product listing. Please ensure you select the correct voltage and plug type for your country at the time of ordering. If you are unsure which option to choose, please contact us before placing your order. We are unable to process refund or exchange requests arising from incorrect voltage or plug type selection.
Q14: How do I order replacement parts or consumables for my device?
Replacement parts and consumables for most devices are available on our website. If you cannot find what you need listed, please contact us with your device model and a description of the part required. We will confirm availability and provide a quote. We recommend keeping a stock of key consumables to avoid treatment downtime.
Business & Custom Orders
Q15: Do you offer OEM/ODM or custom branding?
Yes. We offer flexible OEM and ODM services with a low minimum order quantity (MOQ), making custom branding accessible for clinics, salons, distributors, and startup brands alike.
Our customisation options include:
- Boot screen logo — your logo displayed on the machine's startup screen
- Body silkscreen printing — your logo printed directly onto the machine casing
- Custom packaging — boxes, inserts, and labels designed to your brand specifications
- Apparel branding — silkscreen printing or embroidery of your logo on uniforms and accessories
- Custom colour and finish on selected equipment models
- Private label documentation — branded user manuals, certificates, and marketing materials
Whether you need a small batch for a new brand launch or a larger ongoing order, we can accommodate a wide range of requirements. Contact us with your ideas and we will provide a tailored quote.
Q16: Do you offer wholesale or bulk pricing?
Yes. We offer wholesale pricing for qualified buyers including distributors, clinic chains, and resellers. Pricing is based on order volume and product category. Please contact us with details about your business and the products you are interested in.
Q17: Can you provide a commercial invoice or customs declaration documents?
Yes. We can provide a commercial invoice and other customs-related documentation upon request. If you have specific requirements for customs clearance, VAT registration, or business reimbursement purposes, please let us know at the time of ordering or contact us after purchase and we will do our best to assist.
General
Q18: How do I contact you?
You can reach us at info@itechaesthetics.com. We are available Monday to Friday, 9:00 AM – 6:00 PM (HKT). We typically respond within 1 business day.