Frequently Asked Questions
1. What are the processing times once an order is placed?
Your order will be processed within 1-2 business days after it is received. Glacē™ device orders process in 2-4 weeks.
2. Will I receive confirmation of my order?
Yes, an order confirmation will be emailed to you immediately after the order is placed. If you do not receive it within a few minutes, please check your spam folder. You can also find a copy of your order under your account after logging into the Candela estore.
3. Where is my order?
Once your order has shipped, you will receive a shipping notification email with tracking information. Tracking information will also be reflected in your order history under your account after logging into the Candela estore. Orders typically arrive within 3-5 business days of being shipped. If you have not received your order within this timeframe, please contact Customer Service at: 800-733-8550 option 1 or customer.service@candelamedical.com.
4. What happens if an item in my order is on backorder?
Our Customer Service team will notify you before shipping if any item is on back order. If you have not received a notification and are concerned about your order status, please contact Customer Service at 800-733-8550 option 1 or customer.service@candelamedical.com.
5. When will I receive a copy of my invoice?
Your invoice will be available after your order ships. If you have not received your invoice within 5 business days of shipping, please contact our Accounting team at 800-733-8550 option 4 or customer.service@candelamedical.com.
1. When will my order ship?
Orders are typically shipped within 1-2 business days of placement (subject to stock availability).
2. How will I receive my tracking number?
Once your order ships, you will receive a shipping notification email that includes your tracking information and a link to track your shipment. Tracking information will also be reflected in your order history under your account after logging into the Candela estore.
3. What are the shipping costs?
Shipping costs are calculated at checkout based on your shipping address, package weight, product, and designation.
4. When do I qualify for free shipping?
Orders over $5000 USD (or CAD equivalent) receive free shipping. There is no free shipping available outside North America. Please note that certain products such as cryogen, some bundles, and devices are excluded from free shipping promotions.
5. Why does Cryogen have a separate shipping cost?
Cryogen is classified as a Dangerous Good and is subject to carrier hazardous materials handling fees. These fees are shown at checkout.
6. What shipping methods are available?
Available shipping methods depend on your region and products ordered and are displayed at checkout.
7. Do you ship internationally?
At this time, each regional store ships within its designated country. Orders placed on the US store ship within the US; orders on the Canada store ship within Canada, and so on.
1. What is the return policy?
Orders may be returned within 30 days of purchase, provided the product is unopened and unused. We do not offer exchanges. Please note that the following products are not eligible for returns: Exceed Microneedling, Cryogen, Bundles, Glacē™ Devices. A restocking fee and return shipping fee may be deducted from the refunded amount.
2. What items are excluded from returns?
The following products are not eligible for returns: Exceed Microneedling, Cryogen, Bundles, Glacē Devices. Products purchased more than 30 days ago are excluded from returns. If you have questions about whether your product is eligible for return, please contact Customer Service at 800-733-8550 option 1 or customer.service@candelamedical.com.
3. What do I do if I receive a damaged or incorrect item?
We are really sorry to hear this. Please contact Customer Service within 3 business days of receiving your order. Please have your order number and photos of the damaged or incorrect item ready so we can resolve this promptly. 800-733-8550 option 1 or customer.service@candelamedical.com.
4. How do I initiate a return?
To initiate a return, please contact Customer Service. Our team will provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions. Please do not return items without an RMA number as they will not be accepted. 800-733-8550 option 1 or customer.service@candelamedical.com.
1. Why are some parts not available on the online shop?
Your device must be registered before you can view all available parts, consumables, and accessories. If you cannot see the products you are looking for, please contact Customer Service at 800-733-8550 option 1 or customer.service@candelamedical.com.
2. Why don't I see all my devices on the Candela estore?
Devices are typically registered automatically. If your device does not appear, please contact Customer Service, and we will resolve this for you. 800-733-8550 option 1 or customer.service@candelamedical.com.
3. How do I know which part or consumable to order?
Please contact our Technical Support team for assistance identifying the correct part or consumable for your device. 800-733-8550 option 2 or tech.support.us@candelamedical.com
4. What if a product I need is out of stock?
You can contact Customer Service to inquire about expected restock dates or to discuss alternative options. We will proactively notify you if an item in your placed order goes to backorder. You can also sign up to receive a notification when an item is back in stock. 800-733-8550 option 1 or customer.service@candelamedical.com.
1. Why can't I log into the online shop?
You may not be listed as an authorized contact under your account, which would prevent logging in. Please contact Customer Service, and we will resolve this for you. 800-733-8550 option 1 or customer.service@candelamedical.com.
2. How do I create an account / register for the online shop?
Access to the Candela estore requires an active customer account. If you are a new customer or have not yet been granted access, please contact Customer Service to get set up. 800-733-8550 option 1 or customer.service@candelamedical.com.
3. How do I reset my password?
The Candela estore uses password less login for your security. Customers log in using a one-time code sent to their email.
4. Is my credit card information stored?
You can opt to securely store your credit card information for a faster checkout in the future.
1. Are the prices shown on the store inclusive of tax?
Any applicable taxes will be clearly displayed at checkout before you confirm your order.
2. Will I be charged customs duties or import fees?
Each regional Candela estore ships within its designated country, so standard cross-border customs duties do not apply to most orders. If you have questions about specific products or circumstances, please contact Customer Service at 800-733-8550 option 1 or customer.service@candelamedical.com.
1. Are you running any promotions?
Promotions are clearly visible on the Candela estore and automatically apply to your cart once conditions are met. Only one promotion or coupon code may be applied per order.
2. How do I apply a coupon code to my order?
During checkout, enter your coupon code in the discount code field and click Apply. The discount will be reflected in your order total before you complete your purchase. Only one promotion or coupon code may be applied per order.
1. How do I renew my service contract or warranty?
Please contact us, we're happy to assist you with the renewal process. Customer Success Manager at 800-733-8550 option 3
2. What does my service contract or warranty cover?
Coverage details vary by device and contract type. Please contact us or refer to your contract documentation for full terms.
Customer Success Manager at 800-733-8550 option 3
1. Is the Candela online store available in my language?
Candela English-language online stores are currently available for US, Canada, UK, and ANZ.
2. Are all products available in my country?
Product availability varies by country due to local regulatory approvals. Only products cleared for sale in your country will be shown in your regional store.
3. What is the warranty policy in my country?
Warranty terms may vary by country to comply with local consumer protection laws. Please refer to the warranty documentation included with your device, or contact Customer Service for details specific to your country.
4. How do I get technical support for my device?
Technical support is available from our local teams.
North America (United States & Canada)
1-800-733-8550 Option 2
service.coverage.NA@candelamedical.com
