Frequently Asked Questions
What are the processing times once an order is placed?
Your order will be processed within 24- 48 hours after it is placed.
Where is my order?
Orders arrive within 3 to 5 business days in the US and within 5 to 9 business days in Canada. If you have not received your order within this timeframe, please reach out to Customer Service at 800-733-8550 Option 1 for further assistance.
Will I receive a confirmation of my order?
Yes, an order confirmation will be emailed immediately after the order is placed.
When will I get a copy of my invoice?
Invoices will be available after your order ships. If you have not received your invoice, please reach out to our Accounting Department at firstname.lastname@example.org
How do I know what part to order?
Please reach out to our Technical Support Department at 800-733-8550 Option 2 for further assistance with this.
When will my order ship?
US orders will ship within 3 to 5 business days. Canada orders will ship within 5 to 9 business days. Overnight and Priority Overnight orders will release the same day if placed before 12pm PST/3pm EST.
When will I receive a tracking number on my order?
Once the order ships, you will receive a shipping notification email which includes tracking information.
What are the shipping costs?
Shipping rates will be displayed at checkout.
What is the cost of Cryogen shipping?
The cost of Cryogen shipping is $60.50 per case for ground shipping. Priority Overnight shipping is $121.00 per case in the US and $121.00 per case in Canada. These costs are based on hazardous chemical rates.
When do I qualify for free shipping?
When you place an order with a subtotal of $1,500 USD, you will receive FREE Ground shipping. Cryogen is excluded.
Can I request special shipping instructions?
Unfortunately, Candela can only control the shipping method (i.e., Ground, Two-day, Overnight, and Priority Overnight) and cannot include special instructions.
Why are some parts not available on the Online Shop?
Your device will need to be registered before being able to view all available parts and before being able to make a purchase. Whether you ordered your device directly with Candela or from a 3rd party, please contact us at 800-733-8550 Option 1 if you cannot see parts & accessories in the Online Shop or if you are looking for Service Parts.
Why don’t I see all my devices on the Online Shop and/or Candela Connect Portal?
Your device will need to be registered before being able to view it on the Online Shop. Usually, this is done automatically, but in case it does not show up, please contact us at 800-733-8550 Option 1.
Online Shop Login
Why can’t I log into the Online Shop?
It is possible you may not be listed as a contact under your account, preventing you from logging in. If this is the case, please reach out to Customer Service at 800-733-8550 Option 1 so we can resolve this for you.
What is the return policy?
You can return orders within 30 days of purchase as long as the product is unopened and unused. We do not provide exchanges.
Why isn’t my credit card on file?
As an added security measure for our customers, we no longer keep credit cards on file.
Why wasn’t I notified of a Backorder?
Our Customer Service team notifies customers before all backorders so please check with your office staff.
Are you running any promotions?
Please refer to our “Active Promotions” page at https://shop.candelamedical.com/pages/active-promotions
Why isn’t my Contract/Warranty Renewal discount applied to my order?
If you feel a discount should have been applied, please reach out to our Customer Service team at 800-733-8550 Option 1.
How do I renew my Service Contract or Warranty?
Please reach out to our Warranty/Contract Specialists at 800-733-8550 Option 3.