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FAQ

FAQ


1. I’ve received a damaged/Missing/Broken item. What should I do?
We’re sorry to hear your item arrived damaged! Please take a picture of the original shipping packaging and the damaged item. Email our Client Care team at *support@solarislabny.com* within 7 days of receiving your order, and we’ll be happy to assist.

2. I’ve received an incorrect item. How can I get this corrected?
Our apologies for the mix-up! Please reach out to Client Care at *support@solarislabny.com* with your order number and details about the incorrect item, and we’ll resolve this for you.

3. Can I cancel or change my order?
Once an order is placed, it’s immediately sent to our warehouse, and we’re unable to modify or cancel it. This includes changes to shipping speed, address, order contents, or payment method. If you have questions, contact our Client Care team at *support@solarislabny.com*.

4. My package is marked as delivered, but I can’t find it. What should I do?
If tracking shows your package as delivered but it’s missing, here are some steps to try:
- Wait 48 hours, as packages can sometimes be marked as delivered prematurely.
- Check for a delivery attempt notice.
- Ask neighbors, family members, or your building's front desk if they may have received it on your behalf.
- Look around the delivery area for secure placement.

If the package is still missing, contact the carrier directly for further details. If unresolved, please reach out to us at *support@solarislabny.com* within 7 days of the delivery date so we can help track it down.

5. My order didn’t arrive on the expected delivery date. Can I get a refund?
We understand that timely delivery is important, and while we work with reliable carriers like UPS and FedEx, please note that all delivery dates are estimates provided by the carrier. While these estimates are generally accurate, occasional delays can occur due to factors beyond our control, such as weather or high demand.

If you’re traveling or need the item to arrive by a specific date, we recommend placing your order well in advance to allow extra time for unforeseen delays. Unfortunately, we cannot provide refunds if the order arrives later than the estimated delivery date.

6. Why hasn’t my international order arrived?
For international orders, delays may be due to customs duties, taxes, or additional fees required by your local government. Contact your carrier with the tracking number to inquire about any fees or delivery arrangements. Ensure we have your email and phone number on file for any updates needed to assist with smooth delivery.

7. How can I return or exchange my product?
To initiate a return or exchange, please note the following:
- Return Eligibility: Returns and exchanges are accepted within 30 days from the delivery date. For your request to be eligible, the product must be returned to us, even if it has been used. Please note that shipping and handling fees are not refundable.  
- Return Steps: Provide your order number and a description of the product you wish to return or exchange, and email it to *support@solarislabny.com*. Once we receive and confirm the product meets our return policy, we will initiate the refund or exchange protocol of shipping the item back to us. Please note we do not offer prepaid return labels.

Refunds are typically redeposited to your original payment method (e.g., Visa to Visa, bank to bank) within 5-10 business days, depending on your bank’s processing time.

 

Safety

At Solaris, we are dedicated to being transparent about the potential risks associated with the use of high-tech electrical devices such as LED light and other electrical devices used on the body in the comfort of your own home. We understand that it's important for our customers to be informed and to know what they can expect when using these devices.

Our high-tech devices are composed of various components that can cause skin reactions, or other adverse effects if not used properly. That's why, we make sure to provide clear instructions and guidelines for the proper use of these devices to ensure their safety and effectiveness. We believe in sharing what we know about the subject so you can make informed decisions and use these devices with confidence.

We understand the importance of safety, and we are committed to providing accurate and up-to-date information so that our customers can make the most out of their high-tech device in their routine, and use them safely and effectively.

For LED light and its safety please read the comprehensive safety guide here which is also accompanied in your instructions in your package and on the box it comes in. 

How fast are items shipped?

When selecting urgent "Next Day Air" or any shipping option, it is important to understand what this service entails. This shipping method refers specifically to the transportation time—the period after the carrier, such as UPS, has picked up the package from our facility. "Next Day Air" guarantees that once picked up, the package will be delivered by the next business day. 

However, this timeframe does not include the initial order processing period at our warehouse. The processing time includes picking, packing, and preparing your order for shipment. Depending on our current order volume and operational pacing, this preparation phase can take anywhere from 1 to 3 business days.

Please consider this processing time when placing your order to ensure you have accurate expectations for the total time required from order placement to delivery.

After purchase please allow us 1-5 business days for item to be shipped. Our average time is 1 days but due to unforeseen delays please allow more time. If you have not received an email with tracking within that timeframe check your spam/junk folder and if there is no email, please contact us to inquire on the status of your order. 

 

International delivery fees 

 

Please note that Vat, Import Duty, Custom Fees, and Broker Fees are not included in the total or final charge. If any other charges occur during the express carrier's delivery or your country's customs clearance process, the customer is responsible for those fees. To ensure transparency and avoid any surprises, kindly contact us at support@solarislabny.com to inquire about the shipper we will use for your country. This way, you can inquire with them upfront regarding any potential fees before making your purchase. Your satisfaction is our priority, and we're here to assist you every step of the way.

If an item is held by customs or the shipper for a period of more than 5 business days it is at risk to be returned to sender. Solaris is not responsible for any fees or resending the item. 

All times above are estimates from our express partners and due to unforeseen delays may be longer. 

Shipping

We ship domestic and international. We ship 2-4 business days and ship USPS unless specific requests or arrangements are made. For international orders please allow 1-4 weeks for delivery as every country has different times for customs. 

Returns

We are committed to ensuring your complete satisfaction with our products. If you have any concerns about your purchase, please don't hesitate to contact us at support@solarislabny.com. We are here to assist you.

For Damaged Items:


We stand fully behind our products and aim for your complete satisfaction. If you receive a damaged item, please report it within 72 hours of delivery. You can request a replacement or an exchange by sending a photograph of the damage to our support team. Please note that in some cases, a photo may not be necessary. 

Under our 1-year warranty policy, we are committed to ensuring your satisfaction with our products. If you encounter any defects within one year from the date of purchase, we are here to help by providing a product exchange or sending a replacement.

Eligibility for Warranty Service:

  • Warranty Coverage: The warranty strictly covers defects in materials or workmanship under normal use. It does not cover damages resulting from misuse, accidents, unauthorized repairs, or other causes not arising from defects in material or workmanship.
  • Proof of Purchase: Please provide a valid proof of purchase when requesting warranty service.

Limitations of Service:

  • Geographical Restriction: We only ship replacement products to addresses within the United States. Unfortunately, we are unable to offer international shipping for replacements or exchanges under our warranty service.
  • Initiating a Warranty Claim: To initiate a claim, contact our customer service team with a detailed description of the issue and photographic evidence of the defect, if applicable.

We aim to resolve warranty claims swiftly and ensure that you continue to enjoy our products without inconvenience

For Other Returns:
If you wish to return a product for reasons other than damage, we kindly ask that the item be in lightly used condition, and returned within 30 days of purchase and within 7 days of initiating a refund or exchange request.

Shipping and Delivery:

  • Returns: Please be aware that once an item ships, we cannot reverse or refund the funds until the item is delivered back to us. We value your patience and are dedicated to resolving any issues concerning your package or refund promptly.
  • Shipping Costs: Solaris Laboratories does not cover shipping costs for returns unless the item is damaged or defective. Shipping costs are non-refundable as they are paid directly to our third-party carrier for completed services.
  • International Deliveries: Allow 1-4 weeks for delivery due to varying processing times by different country's customs.
  • Import Fees and Brokerage Fees: Returns due to import fees and brokerage fees are not accepted.

Replacements/Exchanges

Items may be exchanged within a 30-day period from the date of purchase, provided they are in their original, unused condition. A one-year warranty accompanies each item, which becomes effective upon validated proof of purchase. The warranty covers defects and damages that occur naturally and are not self-inflicted. Self-caused damages generally do not qualify for warranty coverage. In the event that an item is confirmed to be covered under our warranty, a replacement may be issued. Please be advised that replacement items will only be shipped to domestic addresses within the United States.

 

 

 

Copyright © 2022 Solaris Laboratories NY LLC - All Rights Reserved. DISCLAIMER: This website is for information only and is not intended for use as a substitute for medical advice, diagnosis or treatment of any medical condition. Any question about your health should be addressed with your health care provider.

To ensure safe use and prevent potential hazards, follow these critical charging guidelines:

Use Only the Provided Charging Cable – Always use the cable included in the box. If lost, contact us for a replacement. Third-party cables may be unsafe.

Compatible Power Adapter Only – Use a 5V 1A or 5V 2A adapter only. Higher voltage or fast-charging adapters can overheat the device and pose a fire risk.

Never Leave Charging Overnight – Do not leave the device plugged in unattended or overnight to prevent overheating.

Charge on a Safe, Non-Flammable Surface – Keep away from beds, sofas, or materials that could catch fire. Place on a hard, dry surface while charging.

Unplug If It Feels Hot – If the device or adapter heats up while charging, unplug immediately and allow it to cool.

Do Not Charge Near Water or Humidity

Inspect Before Use – Check for any damage to the cable, adapter, or device. Do not use if you notice fraying, exposed wires, or melting.

Do Not Use While Charging

Keep Away from Children & Pets

If you have any concerns or need a replacement cable, reach out to us immediately. Your safety is our priority.

Charging & Battery Indicators

Charging: Red light

Fully Charged: Green light

Low Battery Warning: Blue LED flashes 6 times as a reminder to charge

Always use the provided charging cable and a 5V 1A/2A adapter (some are not so please confirm this). Avoid high-output adapters. Never charge overnight or near flammable materials. If overheating occurs, unplug immediately.

Tap Power Button to Turn On

Mode 1: Vibration + Red LED – First tap

Mode 2: Heating + Red LED – Second tap

Mode 3: Vibration + Heating – Third tap

Mode 4: Vibration + Heating + Red LED – Fourth tap

Hold for 3 seconds to Turn Off

Charging & Battery Indicators

Charging: Red light

Fully Charged: Green light

Low Battery Warning: Blue LED flashes 6 times as a reminder to charge

Always use the provided charging cable and a 5V 1A/2A adapter (some are not so please confirm this). Avoid high-output adapters. Never charge overnight or near flammable materials. If overheating occurs, unplug immediately.

Using your device is simple—just follow these steps for the best results:

Prep Your Skin – Start with clean, dry skin or apply a small amount of your favorite serum for extra glide.

Select Your Mode – Tap the power button to cycle through four settings, each designed for different benefits:

Massage for 10 Minutes – Focus on areas that need lifting, sculpting, or depuffing.

Recommended use: 5-10 minutes per session, 3-5 times a week.

For sensitive skin, start with 3 times a week and increase as needed.

Avoid overuse to prevent skin irritation.

Don’t Forget Your Neck – Glide gently along your jawline and neck, but avoid the thyroid area.

Turn Off & Store – Hold the power button to turn off, then store in a cool, dry place.

Make it part of your daily routine for visible results—just tap, glide, and glow!

Wipe the device with a soft, dry cloth after each use.

If needed, lightly dampen a cloth with alcohol-free disinfectant to clean.

Do not submerge in water or use harsh cleaners

  • Device won’t turn on? Charge using the provided cable and a 5V 1A/2A adapter.
  • Not heating or vibrating? Email us a quick video showing how the device is not working.
  • Flashing blue LED? Battery is low—charge before next use.
  • Device overheating? Unplug immediately and let it cool down.

Facial 1: The Glow Booster (Vibrations + LED)

  1. Prepping your skin with your preferred serum or face oil, get ready to glow!
  2. Activate the facial massager with a single press to enjoy the gentle vibrations and revitalizing LED light.
  3. Start from the center of your forehead and massage outward towards your temples. Try to keep the tool gliding and don't stop over the temple area. 3x on each side of the face
  4. Glide the massager slowly from your nose to your ear, targeting the cheek area for a lifted and radiant look. 5x on each side of the face
  5. Finish routine by resuming your skin care routine

Facial 2: The Skin Reviver (Heat + LED)

  1. Begin with clean, dry skin and apply a light layer of your favorite facial oil or serum.
  2. Press the power button twice to activate the soothing warmth and nourishing LED light.
  3. Massage gently from your forehead to your temples, relieving tension and promoting relaxation. 3x on each side
  4. Glide the massager slowly along your jawline to the chin, soothing and de-stressing your skin. 5x on each side
  5. Take your time and indulge in this calming facial experience. Finish routine by resuming your skin care routine

Facial 3: The Repair Booster (Heat + Vibrations)

  1. Prep your skin by applying facial oil or serum for an enhanced experience.
  2. Activate the facial massager with three quick presses to enjoy the warming and invigorating vibrations.
  3. Starting from your forehead, massage in upward motions for a forehead lift effect. 3x on each side
  4. Focus on the jaw area, gently sculpting and toning for a more defined jawline. 5x on each side
  5. Take 5-10 minutes to bask in this renewing facial. Finish routine by resuming your skin care routine

Facial 4: The Ultimate Rejuvenator (Heat + Vibrations + LED)

  1. Apply your chosen facial oil or serum to reveal your skin's natural radiance.
  2. Press the power button for the fourth time, experiencing the ultimate facial sensation.
  3. Massage your forehead with upward strokes, providing a lifted and rejuvenated appearance. 3x on each side
  4. Gently glide the massager along your cheeks, promoting a healthy and vibrant glow. 5x on each side
  5. Luxuriate in this holistic facial treatment for 5-10 minutes. Finish routine by resuming your skin care routine

Facial 5: The Gua Sha Detoxifier

  1. its' LIT doubles as a detoxifier for a complete facial experience.
  2. With the tool on any mode, begin from the center of your forehead, gently gliding it's Lit tool upwards and outwards to release tension and promote lymphatic drainage. 5x on each side
  3. Move down to your jawline and neck area, using the tool to decongest and stimulate circulation, revealing a refreshed and revitalized look. 5x on each side
  4. Sculpt and tone along your cheekbones, enhancing the natural glow of your skin. 3x on each side
  5. Embrace this detoxifying Gua Sha ritual, focusing on areas with congestion or puffiness, and let the red LED light enhance the benefits.

This device is designed for external facial use only. Do not use if any of the following apply to you:

Medical Conditions & Implants

Pacemakers or Electronic Implants – The device may interfere with these devices.

Metal Implants in the Face or Head – Includes plates, screws, or dental implants that may be sensitive to heat or vibrations.

Neurological Disorders or Nerve Damage – Conditions like Bell’s Palsy, trigeminal neuralgia, or neuropathy may worsen with vibrations or heat.

Severe or Uncontrolled Diabetes – May affect skin sensitivity and healing, increasing the risk of burns or irritation.

Heart Conditions or Blood Clotting Disorders – Heat and vibrations could impact circulation in sensitive individuals.

Epilepsy or Seizure Disorders – LED light may trigger seizures in photosensitive individuals.

Skin Conditions & Recent Procedures

Active Skin Infections, Open Wounds, or Lesions – Using the device on broken or irritated skin may worsen the condition.

Severe Rosacea or Eczema – Heat and vibrations may trigger flare-ups.

Recent Cosmetic Procedures – Avoid use if you’ve had Botox, fillers, microneedling, chemical peels, or laser treatments until fully healed (check with your provider).

Skin Cancer or History of Skin Cancer – Consult with a doctor before using LED light therapy.

Pregnancy & Hormonal Sensitivity

Pregnant or Breastfeeding – Avoid using heat and LED modes unless cleared by a doctor.

Hormonal Conditions Affecting Skin Sensitivity – If you experience heightened sensitivity or melasma, consult a dermatologist before use.

General Safety Considerations

Children Under 18 – Not intended for minors.

Anyone with Unexplained Skin Sensitivity – If you experience excessive redness, irritation, or discomfort, discontinue use.

Individuals on Certain Medications – Antibiotics, retinoids, or photosensitizing medications can increase sensitivity to LED light.

If you have any doubts or pre-existing conditions, consult a doctor before using this device. Your safety is our priority.

Please email us if you have lost your cable at hi@solarislabny.com

Warranty Coverage

This device is covered by a one-year limited warranty from the date of purchase.

Covers manufacturer defects and functional issues under normal use.

Does not cover damage from improper use, unauthorized repairs, or wear and tear.

How to Make a Warranty Claim

Contact us at hi@solarislabny with:

Order number or proof of purchase

A brief description of the issue

Photos or videos (if applicable)

Support & Replacement Parts

Lost your charging cable? Reach out

Have questions? Our team is happy to assist with troubleshooting.

Your satisfaction matters! If anything isn’t right, we’re here to help.