01
Order confirmed
You’ll receive an order-confirmation email shortly after checkout.
Help + Contact
Most questions have a quick answer.
Check delivery, tracking, returns and product-support guidance below. If you still need us, send a message and include your order number when your question is order-related.
Waiting for your order?
Here’s what happens next.
Delivery usually takes 5–10 business days after dispatch. Tracking may take some time to begin updating after your shipping confirmation is sent.
02
Preparing your order
Your order is being prepared for dispatch. Tracking may not be available yet.
03
Shipping confirmation
Once dispatched, we’ll email your tracking information automatically.
04
Tracking starts moving
Carrier tracking can take a little time to show its first scan or movement.
05
Delivery
Most orders arrive within 5–10 business days after dispatch.
Still waiting after the expected delivery window?
Contact order support ↘
Use the form below and include your order number so we can investigate the shipment.
Orders + Delivery
Before you contact us.
These are the questions that usually resolve tracking and delivery concerns fastest.
Where is my order?
Please check your shipping-confirmation email first. If you have not received one yet, your order may still be processing. Once your tracking email arrives, allow some time for the carrier system to begin showing movement. If the estimated delivery window has passed, contact us with your order number.
I received tracking, but it hasn’t updated.
Tracking can take time to activate after dispatch and may not update at every stage of the journey. Please allow time for the first carrier scan before contacting us.
Why does my tracking show a carrier I don’t recognize?
We work with multiple logistics partners, and an order may move through more than one carrier network before reaching the local delivery provider. The carrier shown can therefore change during transit.
How long does delivery take?
Most orders arrive within 5–10 business days after dispatch. Carrier delays, customs processing or local delivery conditions can occasionally add extra time.
My order is taking longer than expected.
If your order has passed the estimated delivery window, use the contact form below and include your order number. We’ll check the shipment and help with the next step.
Tracking says delivered, but I can’t find the package.
First check around the delivery location, with household members, building reception, neighbours and any safe-place information. If you still cannot locate it, contact us with your order number.
Can I change my delivery address?
Contact us as soon as possible. We can try to update the address before fulfillment begins, but changes cannot be guaranteed once an order has entered processing or dispatch.
Can I cancel my order?
Contact us immediately. If fulfillment has not started, cancellation may still be possible. Once an order has entered fulfillment or shipped, cancellation may no longer be available.
Returns + Refunds
Clear policies, fewer surprises.
Our return guidance is designed to make straightforward returns easy while keeping hygiene, product condition and faulty-item cases separate.
Change of mind
Request within 30 days
You may request a return within 30 days of delivery. Eligible change-of-mind returns must be unused, undamaged and complete, with all accessories and original packaging.
Damaged or incorrect
Contact us first
If your order arrives damaged, faulty or incorrect, contact us with your order number. We may ask for photos or video before arranging the appropriate replacement or refund.
Refunds
Back to the original payment method
Once an approved return is received and reviewed, the refund is issued to the original payment method. Your bank or card provider may require additional processing time.
Who pays for return shipping?
For a normal change-of-mind return, return shipping is generally the customer’s responsibility. If an item is damaged, faulty or incorrect, Sanilogica will provide the appropriate return or replacement instructions. Applicable consumer rights always remain in place.
Can I return an opened beauty device?
For hygiene and safety, opened or used personal-care and beauty devices may be ineligible for a change-of-mind return. This does not affect your rights when an item is faulty, damaged or incorrect.
How long does a refund take?
We issue approved refunds after the return is received and reviewed. Once we confirm the refund, your bank or card provider may need additional time before it appears in your account.
What if my device is not working correctly?
Contact us with your order number and describe what is happening. Include the device mode, charging behaviour and any error or unusual behaviour you noticed. We’ll help determine the appropriate troubleshooting, replacement or refund path.
Contact Sanilogica
Still need help? Send us the details.
For order-related questions, include your order number. If you are asking about tracking, please wait for your shipping-confirmation email before contacting us.
Helpful before you send:
Order issue → include order number.
Product issue → tell us the product name and what the device is doing.
Delivery delay → check the expected window first.
Order issue → include order number.
Product issue → tell us the product name and what the device is doing.
Delivery delay → check the expected window first.
Product support
Quick checks before opening a support ticket.
Product-specific instructions and precautions remain on the relevant product page. These general checks solve many common issues.
My device will not turn on.
Fully charge the device using the supplied charging method, then try the correct power-button press described in the product guide. If there is still no response, contact us with the product name and order number.
EMS feels weak or I cannot feel it.
EMS usually depends on complete skin contact and, for some devices, a compatible conductive or water-based product. Check the product-specific guide, start at a low setting and make sure all required contact points are touching the skin.
My device feels too hot or uncomfortable.
Stop using it immediately. Warming modes should feel comfortable, not painful or excessively hot. Allow the skin and device to cool, then review the product-specific usage and safety instructions before using it again.
How should I clean my device?
Switch the device off before cleaning and follow the product-specific instructions. Do not immerse electronic devices or charging cases unless the guide explicitly states that they are waterproof.
Where can I find the correct usage instructions?
Visit the product page for your device and open its How to Use and FAQ sections. If anything remains unclear, choose “Product usage question” in the form above.
Prefer email? support@sanilogica.com