FAQ
What payment method do you accept?
We support Shopify Payments, PayPal, Airwallex and all major credit cards, including MasterCard and Visa.
What should I do if I'm getting an error when placing an order?
Please get in touch with us hello@thesanaray.com and we will do our best to assist you.
Can I make changes to my order?
Please reach out to us for any changes, we will do our best to help you if the order has not already been shipped out.
Shipping questions
When will my order ship?
Your order is our top priority. Once the order is confirmed, it will be packed and arranged to be shipped out immediately.
How long does shipping take?
Depending on your specific location, International shipping should take approximately 7-10 business days.
Do you ship internationally?
Yes. We currently offer free worldwide shipping.
My order says delivered but I didn’t receive it. What do I do?
Please reach out to us with your order details and we will make sure to resolve the issue.
Returns & Exchanges questions
What is the Returns & Refunds policy?
We offer a 30-day satisfaction guarantee from the date your order is delivered. If you’re not completely happy with your purchase, you may return it for a full refund (minus a 10% restocking fee).
To be eligible:
- The mask must be unused and in original packaging.
- Customer is responsible for return shipping fees.
To initiate a return, simply email us at hello@thesanaray.com with your order number and reason for return, and we’ll guide you through the process.
What do we do if our product is damaged or defective?
We stand by the quality of The Sanaray® with a 1-year limited warranty. If your device has a manufacturing defect or electrical issue within 12 months of purchase, we’ll repair or replace it free of charge.
Here’s what to do:
- Email hello@thesanaray.com with your order number and a brief description of the issue.
- Include clear photos & videos of the defect.
- Our team will review your claim and provide next steps for a repair or replacement.
Please note: the warranty does not cover damage due to misuse, accidents, unauthorized repairs, or cosmetic wear.
What is your Exchange Policy?
We currently do not offer direct exchanges. If you’d like to swap your product, we recommend initiating a return within 30 days, and placing a new order for your preferred item once your return is processed.
To start a return, contact us at hello@thesanaray.com with your order details.