Frequently Asked Questions – DuoSmooth™
Shipping & Delivery
How long does shipping take? All orders ship free. Orders are processed within 1–2 business days. Estimated delivery is 7–14 business days to Canada and the United States, and 10–20 business days for other international destinations. A tracking number is provided for every order.
Do you ship internationally? Yes! We ship worldwide for free on all orders. International orders may be subject to customs fees or import duties, which are the customer's responsibility.
How do I track my order? Once your order ships, you will receive an email with your tracking number. You can also visit our Track Order page to track your package anytime.
Returns & Refunds
Can I cancel my order? Yes. You can cancel within 24 hours of placing your order for a full refund. Email support@duosmooth.com with your order number.
What is your return policy? Every product comes with our 30-Day Try-It Guarantee. Try it for 30 days from delivery. If it’s not right for you, email us and we’ll issue a full refund, even if the item has been opened or used. For hygiene reasons, there’s no need to send personal care items back, so there are no return shipping costs. The guarantee applies once per customer per product. See our Refund Policy for full details.
What if my item arrives damaged or defective? Email support@duosmooth.com within 30 days of delivery with your order number and a photo or video. We'll send a free replacement or give you a full refund — your choice, at no cost to you.
How do I request a refund? Email support@duosmooth.com with your order number and a photo or short video of the item. We’ll confirm your refund by email.
When will I receive my refund? Once your request is approved, your refund is issued to your original payment method within 10 business days. Your bank or card provider may need additional time to post the refund.
DuoSmooth™ Red Light Scalp Massager
How do I turn on the Red Light Scalp Massager? Long press the on/off key for about 3 seconds until you hear a long "beep" sound. The device will start in Mode 1 by default.
What are the different modes? The massager has 3 modes:
- Mode 1: Quick massage + infrared light
- Mode 2: Slow massage + infrared light
- Mode 3: Alternating slow and fast massage + infrared light
Press the on/off button while the device is on to switch between modes. A short "drip" tone confirms the switch.
How do I add oil or serum to the massager? Open the liquid tank cover and add your preferred hair care product. We recommend adding less than 5ml at a time to avoid waste. Clean the liquid storage bin after each use to keep the product hygienic.
How long does the battery last and how do I charge it? The massager has a 1400mAh battery. Charging takes approximately 3 hours via the Type-C charging cable. The indicator light flashes during charging and stays solid red when fully charged.
Can I use the massager while it is charging? No. The product cannot be used while charging. Unplug the charging cable before use.
Does it have a timer? Yes. The massager has a smart 15-minute automatic timer.
How do I turn it off? Long press the on/off button to shut down the device.
How do I clean it? You can rinse the plastic surface with water. Do not let water touch the charging port at the bottom. Rinse the liquid storage bin and liquid outlet after each use to avoid blockage. Wipe dry and store in a ventilated area.
Is it safe to use? Yes. The red light therapy and infrared warmth are gentle and non-invasive. If you have a medical condition, please consult your doctor before use. Stop using immediately if you experience any pain or discomfort.
DuoSmooth™ Dual-Head Hair Remover
How does the Dual-Head Hair Remover work? The device has two heads: one end features a clipper head designed for trimming longer hair smoothly, and the other end has a floating double-ring circular blade that fits closely to the skin to remove shorter hair. It runs quietly and safely for your personal care routine.
How do I use it?
- Long press the on/off button for 2 seconds to turn it on in clipper mode.
- Hold the clipper head against the hair and trim long hair in the direction of growth.
- Short press the on/off button once to switch to the circular shaving head.
- Glide the double-ring circular head against the skin to remove short hair.
- Long press the on/off button for 2 seconds to turn it off.
- Remove the cutter head and clean out the hair collected inside.
What do the indicator lights mean?
- Red and blue lights steady on: clipper head working
- Blue light steady on: circular blade working
- Indicator light flashing during use: low battery
- Red light breathing and flashing: charging in progress
- Red light steady on: charging complete
Is it waterproof? Yes. The Dual-Head Hair Remover has an IPX7 waterproof rating. Make sure the charging cable is unplugged before rinsing or using it around water.
How do I charge it? Connect the Type-C charging cable to the device and plug into a USB port or 5V adapter. A full charge takes approximately 2 hours. The battery capacity is 400mAh.
How do I remove and clean the blades?
- Remove the limit comb by pushing one side of it to loosen it, then take it off.
- Remove the clipper head by pushing the cutter head backward until it loosens.
- Turn the round blade counterclockwise to remove it.
- Twist the white part on the inside of the round blade to separate the blade and mesh, then clean the components.
Is it safe to use on facial skin? Do not use on facial skin that is injured, crusted, or has severe acne. Avoid excessive movements or prolonged use. Not for use by children, and keep out of their reach.
What should I avoid?
- Do not expose to high temperatures or corrosive liquids
- Do not remove the blade while the device is in operation
- Do not disassemble the main body yourself
- If the device is dropped or takes a strong impact, check it for damage before using it again
Pure Essential Hair Serum
What is in the Hair Serum? The serum is a lightweight, plant-based formula with turmeric and tea tree extracts. It is designed to nourish the scalp, soften dry or brittle hair, and help hair look fuller and healthier over time. It also has a fresh, pleasant aroma.
How do I use the Hair Serum?
- Put 2–3 drops of the serum onto your palm.
- Gently massage with your fingertips onto your scalp, working from root to tip to help absorption.
How often should I use it? For best results, use regularly as part of your daily hair care routine.
Does it need to be rinsed out? No rinsing is required.
Is it suitable for all hair types? Yes, the serum is designed for all hair types.
Orders & Payments
What payment methods do you accept? We accept all major credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and Shop Pay.
Can I change my order? Orders can be changed within 24 hours of placing them. Contact us immediately at support@duosmooth.com.
Contact
How can I contact DuoSmooth™? You can reach us at support@duosmooth.com. We respond to all inquiries within 24–48 business hours.