Frequently Asked Questions

We accept a wide range of payment options to make your purchase as convenient as possible:

Credit / Debit Cards: Visa, MasterCard, American Express, UnionPay
Digital Wallets: PayPal, Shop Pay, Google Pay
Buy Now, Pay Later: Klarna — pay in full, delay payment by 30 days, or split into interest-free installments

All transactions are secured with industry-standard SSL encryption to protect your personal and financial information.

Yes! We partner with Klarna to offer flexible payment options at checkout. You can choose to:

• Pay in full immediately
• Pay later (within 30 days)
• Split the total into interest-free installments

Klarna's approval is subject to a soft credit check and terms apply. This is especially helpful for beauty professionals and startups investing in their first professional equipment.

Simply browse our products, add items to your cart, and proceed to checkout. We accept orders 24/7. If you need help choosing the right machine for your business, feel free to contact us at support@surebeauty.com or via WhatsApp at +86 18938075487 — we offer one-on-one free consultations.

Yes, we offer wholesale and OEM/ODM partnerships for salon chains, distributors, and beauty supply businesses. For wholesale inquiries, please contact our dedicated team:

WhatsApp: +86 177 2257 8316
Email: wholesale@surebty.com

Absolutely. Our website uses industry-standard SSL encryption to protect all payment transactions. When you pay with PayPal or Google Pay, your financial details are never shared with us — they're handled entirely by the payment provider. We take the security of your personal and financial data very seriously.

Yes! Free shipping to the contiguous United States on all orders, regardless of whether your item ships from our US warehouses or directly from our factory in China.

For other countries (UK, Canada, EU, Australia, UAE, etc.), shipping costs may apply based on the billable weight of your order. Shipping fees are calculated at checkout before you pay.

Delivery times depend on where your item ships from:

From our US warehouses (GA, NJ, CA):
Ships the next business day → 3–7 business days delivery

From our factory in China:
2–7 business days processing → 12–15 business days delivery

We ship via FedEx, UPS, and DHL. If a US warehouse is out of stock, your order will ship from China — we'll do our best to get it to you as quickly as possible. US warehouse restocks arrive approximately every 2–3 months.

We currently ship to:

• 🇺🇸 United States
• 🇬🇧 United Kingdom
• 🇨🇦 Canada
• 🇪🇺 European Union countries
• 🇦🇺 Australia
• 🇦🇪 United Arab Emirates

Not sure if we deliver to your location? Contact us at support@surebeauty.com and we'll confirm.

We operate multiple warehouses for faster delivery:

• 4 US warehouses in Lawrenceville, GA · Edison, NJ · Bloomington, CA
• 1 UK warehouse
• 1 Australia warehouse
• Factory & main warehouse in Shenzhen, China

US orders are shipped from US warehouses whenever stock is available. If a US warehouse is out of stock, we'll ship from China with the same free shipping policy. International orders ship from China.

Once your order ships, you'll receive a tracking number via email. You can also track your order anytime using our Order Tracking page. If you haven't received a tracking number within 7 business days of placing your order, please contact us at support@surebeauty.com.

If your package shows as "delivered" but you can't find it, please notify us within:

• US orders: Within 2 weeks of the delivery date
• International orders: Within 4 weeks of the delivery date

We will work with the carrier to open an investigation and do our best to locate your package.

Important: Surebeauty is not responsible for lost or undeliverable packages caused by an incorrect or incomplete shipping address provided at checkout. Please double-check your address before placing your order.

Our machines are large and heavy professional equipment shipped via FedEx, UPS, or DHL. These carriers generally cannot deliver to PO boxes or APO/FPO addresses. Please provide a physical street address for delivery. If you have a special situation, contact us before ordering and we'll do our best to find a solution.

You may request a return within 30 days of receiving your order. To be eligible for a return, all of the following conditions must be met:

• The product has a quality defect (not caused by user damage)
• The product is unused
• The product is in its original packaging

If all conditions are met, both outbound and return shipping costs are covered by Surebeauty.

If you're returning a product for personal reasons (changed your mind, wrong size, etc.), the product has been used, or the original packaging is missing/damaged, return shipping costs are the buyer's responsibility.

Good news for US customers: Returns are shipped to our local US warehouse — no need to ship internationally. We'll provide the exact return address once your return is approved.

The following items cannot be returned or refunded:

• Used products
• Products without original packaging
• Intimate/hygiene products
• Hazardous materials, flammable liquids, or gases
• Gift cards
• Downloadable software products
• Certain health and personal care items

Do NOT ship items back without contacting us first. Unauthorized returns will be refused.

To initiate a return or exchange:

1. Contact us at support@surebeauty.com or WhatsApp: +86 18938075487
2. Provide your order number and a description of the issue (photos or videos help speed up the process)
3. Our team will review and, if approved, provide you with the local US return address and instructions
4. Ship the item to the provided address

Note: Exchanges are only available for defective or damaged items.

Once we receive and inspect your returned item, we'll email you to confirm receipt and let you know whether your refund has been approved. If approved, the refund will be processed to your original payment method within 7 business days.

If you haven't received your refund after 7 business days:

1. Check your bank account again
2. Contact your credit card company — it may take additional processing time
3. Contact your bank
4. If you've done all of the above and still haven't received your refund, email us at support@surebeauty.com

We're sorry about that! Please contact us immediately with the following information so we can resolve it quickly:

For a wrong machine: Order number + photos of the machine received + box label photos
For missing accessories: Order number + name/photos of the missing parts + photos of all items received
For a damaged machine or parts: Order number + photos of the damage
For a non-working machine: Order number + detailed description of the issue (what's not working, what you've tested) + a video if possible

Clear photos and videos help our team write a faster replacement request for management approval. In most cases, we'll ship replacement parts or a new machine at no additional cost.

Our warranty covers manufacturing defects and workmanship issues:

12-month warranty on main machines
3-month warranty on handles and screens

During the warranty period, if any component fails due to a manufacturing defect, we will:

• Provide free replacement parts
• Cover shipping costs for the replacement parts
• Offer technical support and troubleshooting assistance

The warranty does not cover:

• Damage caused by misuse or improper use
• Damage caused by unauthorized modifications
• Normal wear and tear
• Failures not due to manufacturing defects or workmanship

All warranty claims require proof of purchase (your order number or receipt).

To file a warranty claim, contact our support team with your order number and a description of the issue:

Email: support@surebeauty.com
WhatsApp: +86 18938075487
Hours: Monday – Friday, 9:00 AM – 6:30 PM (GMT+8)

For non-working machines, please provide a detailed description of the issue and, if possible, a short video showing the problem. This helps our team diagnose the issue and send the right replacement faster.

We continue to support your equipment even after the warranty period:

• We can still provide usage guidance and repair instructions
• Replacement parts are available at cost price
• Shipping for post-warranty replacement parts is covered by the buyer

We're committed to the long-term success of your business — our support doesn't end when the warranty does.

Our machines are designed for both professional and advanced home use. They're trusted by:

• Solo beauticians and estheticians
• Lash techs and PMU artists expanding their service menu
• Med spa startups and small salon owners
• Mobile beauty service providers
• Beauty school students
• Advanced home users seeking salon-quality results

Each product page specifies the intended use level. If you're unsure which machine is right for your needs, our team offers free one-on-one consultations — just reach out!

Yes! Every machine comes with a detailed user manual. In addition, we provide:

• Machine operation videos on our YouTube channel
• One-on-one free training via video call with our support team
• Ongoing technical support whenever you have questions

We want to make sure you're confident and comfortable using your equipment from day one.

All our machines are brand new — we never sell used or refurbished equipment. Every machine is thoroughly tested and quality-checked by our team before shipping to ensure it arrives in perfect working condition.

We carry a comprehensive range of professional beauty equipment, including:

• Body Sculpting: Ultrasonic Cavitation (30K/40K/80K), 3D 360° RF, EMSculpt, Lipo Laser, Vacuum Therapy, Shockwave
• Skin Care: Hydro Dermabrasion, Microdermabrasion, Fractional RF, PDT LED Light Therapy, Needle-Free Mesotherapy
• Spa & Wellness: Pressotherapy, Infrared Heating, Body Massage, Vacuum Cupping
• Consumables: Gels, creams, essential oils, and treatment solutions

Browse our full catalog at surebeauty.com.

Licensing requirements vary by state and by the type of treatment. Many of our machines — such as cavitation, RF skin tightening, and LED therapy — can typically be operated without a medical license in most US states. However, some modalities (like certain laser treatments) may require specific certifications.

We strongly recommend checking your state's cosmetology and health regulations before offering any professional treatments. Our team can help point you toward general guidance, but we are not a substitute for legal or regulatory advice.

Most of our machines support 110V–240V universal voltage and are compatible with US outlets (110V/60Hz). For machines shipping to the US, we include the appropriate US power plug. If you have specific voltage concerns, please check the product specifications or contact us before ordering.

US customers: In most cases, no import duties apply on beauty equipment shipped to the US.

International customers: Import duties, VAT, and other taxes may apply depending on your country's regulations. Estimated rates:

• 🇪🇺 EU: ~15–20% VAT
• 🇬🇧 UK: ~20–25% VAT
• 🇦🇺 Australia: ~15% GST
• 🇨🇦 Canada: Duties may apply (shipping fees for Canada already include estimated duties)

Important: Customs duties and import taxes are not included in the product price or shipping fee. These are the responsibility of the recipient and are non-refundable in the event of a return.

When your order arrives in your country and requires customs clearance, the carrier (FedEx, UPS, or DHL) will contact you directly via phone, email, or SMS. The process is simple:

1. Notification: The carrier notifies you that duties/taxes are due
2. Payment: You pay the required duties/taxes to the carrier
3. Release: Once payment is confirmed, your package is released for final delivery

If you have questions about the customs process, feel free to contact us or check our detailed Customs & Tax Guide.

We understand the desire to minimize import costs, but we are required by law to declare the true value of goods on all customs documentation. Under-declaring value is considered customs fraud and can result in your shipment being seized, fines, or even legal action. We appreciate your understanding — compliance protects both you and us.

Absolutely! We offer logo customization to help you build your brand:

• Capacitive touchscreen machines: Logo added to the screen — FREE
• Resistive touchscreen / no-screen machines: Logo printed on the machine shell — pricing varies

Logo customization takes approximately 3–5 business days.

Beyond logos, we offer several customization options:

• Color: Customize laser pads, handles, and machine shell colors (~$30–$70, 3–5 business days)
• Functions: Add or remove functional modules to create your ideal combination (pricing depends on the modules)
• Machine case: Switch between desktop and vertical configurations with the same functions

The customization process:

1. Send us your customization requirements
2. We confirm pricing and timeline
3. You approve the design mockup
4. Pay for the machine
5. We produce and ship it

Contact us to discuss your custom build!

Yes, we support dropshipping for beauty entrepreneurs and online sellers. We can ship directly to your customers with your brand's custom logo on the machine. Contact our wholesale team for details:

WhatsApp: +86 177 2257 8316
Email: wholesale@surebty.com

We're here to help! You can reach our support team through:

Email: support@surebeauty.com
WhatsApp: +86 18938075487
Hours: Monday – Friday, 9:00 AM – 6:30 PM (GMT+8, Beijing Time)

Response time: We respond to all inquiries within 48 hours on business days. For urgent matters, please include "URGENT" in your message subject or at the start of your WhatsApp message so we can prioritize your request.

No, you can check out as a guest. However, creating an account gives you several advantages:

• Easy order tracking and order history
• Faster checkout on future orders
• Access to order details for warranty claims

Creating an account is free and takes just a few seconds.

We process orders quickly — often within 24 hours. If you need to cancel, please contact us immediately at support@surebeauty.com or via WhatsApp. If your order has not yet been processed or shipped, we can cancel it and issue a full refund.

If the order has already shipped, you'll need to follow our standard return process once you receive the item. Please note that return shipping costs may apply depending on the reason for cancellation.

Yes! We offer free one-on-one consultations to help you choose the right equipment for your business. Whether you're a solo esthetician, opening your first med spa, or a mobile beauty provider — we'll help you find the best machine for your services, space, and budget.

Simply reach out via email or WhatsApp, and our team will schedule a consultation with you.

Surebeauty has been serving the professional beauty industry since 2009. We are a Shenzhen-based manufacturer with our own factory, which allows us to offer high-quality equipment at competitive factory-direct prices. Our US-registered trademark and multiple warehouses worldwide reflect our commitment to serving beauty professionals globally.