Frequently Asked Questions

United States: Free standard shipping on orders of $49.99 or more. Orders below $49.99 ship for a flat fee of $10 USD.

International: International shipping rates are calculated at checkout based on your destination and order weight. Any applicable customs duties or import taxes are the responsibility of the customer.

Orders are typically processed within 1–3 business days. During high-demand periods, product launches, promotions, or stock replenishment, processing times may be extended. In rare circumstances, processing may take up to 21 business days before shipment.

Once shipped, estimated delivery times are:

• United States & Canada: 3–10 business days after shipment. We ship to all U.S. states and territories, including Alaska, Hawaii, and Puerto Rico.
• International: 7–21 business days depending on destination and customs clearance

Please note that delivery times may vary depending on carrier delays, location, weather conditions, or peak seasons. You'll receive a shipping confirmation email with a tracking link once your order leaves our facility.

Once your order ships, you'll receive a confirmation email with your tracking number. You can also use our Order Tracking page at any time to check your shipment's status.

We process orders quickly, so changes or cancellations can only be accommodated within a very short window after purchase. Please contact us immediately at info@tryrenewa.com with your order number. Once an order has been fulfilled and shipped, it can no longer be cancelled, but you may initiate a return once it arrives.

Yes, we ship to many countries worldwide. Shipping costs and estimated delivery windows are shown at checkout. International customers are responsible for any customs fees, duties, or import taxes charged by their local government.

Country-Specific Restrictions & Requirements

Due to local import regulations, customs procedures, and carrier policies, certain products or destinations may have additional requirements or restrictions:

• Turkey: Beauty tools may be shipped through select channels. Topical/cosmetic products cannot be shipped to Turkey at this time due to local import regulations.
• Mexico: Beauty tools are currently prohibited from import by Mexican customs. Orders containing beauty tools to Mexico cannot be fulfilled.
• Brazil: Customs duties and import taxes are often high. Packages are frequently held for customs inspection. Buyers must provide a valid CPF (Brazilian tax ID number) for customs clearance — orders cannot be processed without this.
• Chile: Customs duties may be high and packages may be subject to inspection or delays.
• UAE, Hong Kong, Israel & South Africa: A valid and accurate phone number is required for customs clearance and carrier delivery. Orders may be delayed or cancelled without a correct phone number.
• South Korea: Buyers must provide a valid personal ID number as required by Korean customs and their full Korean name. Information must match official identification across all shipping documentation.
• Middle East: Due to ongoing conflict in the region, shipments to Israel, UAE, Qatar, Kuwait, Bahrain, and Jordan are temporarily unavailable until further notice.
• Small or Remote Countries: Delivery times may be longer than standard estimates. Customs procedures may vary and cause additional delays.

We are not responsible for customs clearance delays, rejected shipments due to missing documentation, or additional import fees imposed by local authorities. If you're unsure about shipping eligibility or documentation requirements for your country, please contact us at info@tryrenewa.com before placing your order.

We're sorry to hear that! Please contact us within 7 days of delivery at info@tryrenewa.com with your order number and clear photos or a short video showing the issue.

Resolution is based on when the fault is identified:

• Damaged on arrival within 7 days of delivery: We'll send you a replacement
• Device defect identified within 100 days: We'll send you a replacement
• Two faulty devices within 1 year of original purchase: You may request a full refund

Please note that warranty periods are calculated from the original purchase date and are not reset or extended with replacement devices.

Onward Checkout+ is an optional add-on available at checkout that bundles several post-purchase protections into one: Shipping Protection, a 90-Day Satisfaction Guarantee, CashBack credits for future orders, and free return shipping where applicable.

It is completely optional — you can choose to add it or skip it before completing your purchase. If you add it, a small fee starting from 4% of your order subtotal will be included in your order total at checkout.

If you added Onward Checkout+ and need to file a claim, check your email for instructions from Onward, or visit their self-service claims portal. For questions about what's covered, reach out to our support team at info@tryrenewa.com.

We offer a 100-Day Satisfaction Guarantee on eligible, non-subscription purchases. If you're not satisfied, you can request a return, exchange, or refund within 100 days of your delivery date, subject to the terms below.

Beauty tools: Eligible devices may be exchanged for another product of equal or lesser value, or returned for a refund of 75% of the original purchase price.

Serums, creams, and consumables: Due to health and safety regulations, these products are non-returnable. If you're dissatisfied, we may at our discretion offer a replacement or alternative product without requiring the original item back.

Subscription purchases are not eligible for the 100-Day Satisfaction Guarantee.

See our full Returns & Refunds Policy for complete details.

All returns must be pre-authorised. Here's how to get started:

1. Contact our Customer Care Team at info@tryrenewa.com within 100 days of delivery with your order number and reason for return
2. Our team will review your request and, if eligible, issue you a Return Merchandise Authorization (RMA) number within 1–2 business days
3. Ship your item back within 7 days of receiving your RMA number and provide proof of shipping to our team
4. Include your RMA number clearly on the outside of the return package

Important: Returns received without a valid RMA number will be automatically rejected and will not be eligible for a refund or exchange.

Once we receive your return and confirm it meets our policy conditions, we'll notify you of the approval or rejection of your refund. If approved, please allow 7–15 business days after approval for the refund to appear on your original payment method.

Afterpay orders: Refunds for orders placed via Afterpay are issued as store credit only.

Customers are responsible for return shipping costs unless the return is due to a verified defect or a fulfillment error on our part. We strongly recommend using a trackable shipping service. Full details are in our Returns Policy.

Yes — eligible beauty tools can be exchanged for another product of equal or lesser value within 100 days of delivery, subject to availability and approval. To start an exchange, contact us at info@tryrenewa.com.

If you added Onward Checkout+ at checkout, or we added it on your behalf, your order includes protection from our third-party partner, Onward Group, Inc. (“Onward”). Onward, not Renewa Skin, provides this coverage, administers all claims, and decides outcomes under its own terms.

Onward coverage includes shipping-protection claims, for example packages lost or stuck in transit, stolen or marked delivered but not received, damaged in transit, missing or wrong items, or returned to sender, and a Quality Guarantee, under which an eligible “not satisfied” claim may be filed within Onward’s claim window, currently the first 90 days after your order.

Coverage, eligibility, claim windows, evidence requirements, such as photos or identity verification, and remedies are all set by Onward and may change. To file a claim or read the current terms, use the link in your Onward confirmation email or visit Onward’s claims page: Onward Claims Page.

We can also help start a claim on your behalf. For help, contact us at info@tryrenewa.com.

The RenewaLift is a professional-grade at-home facial device that combines EMS and LED light therapy to lift, tone, and firm the face over time.

The Renewa EyeLift is designed specifically for the delicate under-eye and eye-contour area. It helps reduce the appearance of puffiness, fine lines, and dark circles around the eyes.

• Red Light: Supports collagen production and reduces the appearance of fine lines
• Blue Light: Targets blemish-causing bacteria
• Green Light: Reduces the look of hyperpigmentation and uneven tone

For best results, we recommend using your Renewa device 5–7 times per week for the first 4 weeks, then maintaining with 3–5 sessions per week.

Your device charges via the included USB-C cable. A full charge takes approximately 1–2 hours. Avoid using the device while it is charging.

Yes. All Renewa devices are covered by our 100-Day Satisfaction Guarantee. If your device malfunctions or stops working due to a manufacturing defect within this window, contact us and we'll arrange a replacement.

Yes — for EMS and microcurrent devices to work effectively, the skin must be moist to allow conductivity. We recommend applying any of our Renewa Skin serums to clean skin before use.

We recommend the following order:

• 1. Cleanse your face thoroughly
• 2. Apply a thin layer of any Renewa Skin serum
• 3. Use the RenewaLift or EyeLift for your session
• 4. Follow with your regular moisturizer and SPF or night cream

After each use, gently wipe the treatment head with a soft, damp cloth or a cotton pad dampened with micellar water. Do not submerge the device in water.

Many customers notice an immediate lifted glow effect after the first session. Visible, lasting results typically appear within 4 weeks of consistent use. Results vary.

We recommend consulting your doctor before use if you are pregnant or breastfeeding, have a pacemaker, have active acne or open wounds, have epilepsy, had recent facial surgery or injectables, or have a diagnosed skin condition in the treatment area.

Yes — a mild tingling or buzzing sensation is normal and is a sign that the EMS technology is working. If you experience pain or unusual discomfort, discontinue use.

Yes. Our product line has been developed in collaboration with a PhD Scientist and a board-certified Dermatologist consultant.

At checkout, you'll find a Discount Code field. Enter your code exactly as provided and click Apply before completing your purchase.

No account is required to place an order. However, creating an account lets you track your orders, view purchase history, and manage returns more easily. You can create one here.

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