Frequently Asked Questions (FAQs)

For the Heart and Palm Face Clean Pro and Aura Body Clean Pro, the 7,000+ sonic vibrations help enhance cleansing by loosening debris, oil, and dead skin while allowing your cleanser to work more effectively. The vibrations do the work for you, so there’s no need to press hard. This creates a deeper, more even cleanse while remaining gentle on the skin.

(Note: Sonic vibrations do not apply to the Revive Scalp Massager.)

All Sxnse devices are made from 100% body-safe silicone. Silicone is non-porous and naturally resists bacteria and germ buildup, helping prevent spreading between uses. It’s softer and more hygienic than traditional brush bristles, making it a great option for sensitive skin types when used as directed.

Sxnse products have been tested by licensed estheticians, professional athletes, beauty gurus, influencers, and have been consulted on by medical professionals. Feedback consistently highlights the balance of effective cleansing with a gentle, skin-conscious approach designed for everyday routines.

Everyone’s skin is different, and results can vary. All Sxnse devices include a gentle mode designed for sensitive skin. We recommend starting on the lowest setting and performing a spot test on a small area of your face or body before full use. If irritation occurs, discontinue use and consult a healthcare professional. Sxnse devices are not intended to diagnose, treat, or cure any medical conditions.

Your device has a built in LED light indicator. While charging, your device will have a flashing LED light to indicate that the device is actively being charged. When your device LED light turns solid while still in charge, it signifies that your device is fully charged

Our devices typically has a 1-month battery life (using an average day/night use routine at 2 minutes per session)

Are you seeing three blinking lights when you try to power on your device? That means your device has entered travel mode.

To release your device from travel lock mode, tap the Travel Mode button located next to the charging port 5x times. Hold the power button again for 2 seconds and your device will power on like normal

Your device has a built in LED light indicator. While charging, your device will have a flashing LED light to indicate that the device is actively being charged. When your device LED light turns solid while still in charge, it signifies that your device is fully charged

Our devices typically has a 1-month battery life (using an average day/night use routine at 2 minutes per session)

Are you seeing three blinking lights when you try to power on your device? That means your device has entered travel mode.

To release your device from travel lock mode, tap the Travel Mode button located next to the charging port 5x times. Hold the power button again for 2 seconds and your device will power on like normal

Due to the quick turn around time of our fulfillment process, we are unable to cancel your order once it has been placed.

However, we’re always happy to assist as best we can. Should you need to make any edits to your order, please contact us at contact@sxnse.com and we'll try our best to accommodate.

We currently only ship to the United States. We’re working hard to expand to Canada, Europe, and Asia next!

All shipping times are subject to change. Please refer to shipping information in checkout for most up-to-date shipping timelines.

Generally, once our warehouse has received your order, it'll take 5-10 business days from the day it shipped to arrive to its final destination.

If you haven’t received your package within 10-15 business days, please do not hesitate to reach out to our Customer Experience Team at contact@sxnse.com and we’ll be more than happy to assist you.

If your order has not arrived, please follow the steps below before reaching out:

1. Verify your shipping address and tracking information.
 Locate your tracking number in your shipping confirmation email or log into your account to review your order history. If your package is marked as “delivered,” please allow up to 48 hours, as some carriers mark orders delivered prior to final drop-off.
2. Check for a delivery attempt notice.
 Carriers may leave a notice if delivery was attempted but unsuccessful.
3. Check around the delivery location.
 Packages are sometimes left in secure or less visible areas near your address.
4. Confirm with others at your address.
 A neighbor, building staff member, or household member may have accepted the delivery on your behalf.
5. Check all delivery locations.
 Some shipments travel through multiple carriers. Be sure to check your mailbox or any secondary delivery areas where packages are typically left.

If you have completed the steps above and are still unable to locate your order, please contact us at contact@sxnse.com. Our team will be happy to assist and investigate the status of your shipment further.

To start a return, please email contact@sxnse.com and include the following information:

• Your order number (found in your order confirmation email)
• The email address and/or first and last name associated with your purchase
• The reason you would like to return your item(s)

What happens next?

1. Once your return request is reviewed and approved, you will receive instructions to finalize your return.
2. After your return is confirmed, please allow up to 5 business days for processing. Processing times may vary during high-volume periods. You will receive an email confirmation once your return is processed.
3. After your refund is issued, please allow up to 10 business days for it to appear on your original form of payment.

Refunds apply to the product purchase price only. Original shipping and handling charges are non-refundable unless the return is due to a Sxnse error or a qualifying warranty issue.
Return requests must be received by Sxnse within 30 days of delivery, and only authorized returns will be processed.

Please note: Sxnse products purchased through authorized third-party retailers must be returned directly to the original point of purchase and are subject to that retailer’s return policy.

If you received an incorrect or damaged item, please contact our Customer Experience Team at contact@sxnse.com with your order number, description of the incorrect or damaged order, and an image.

If the product is returned in accordance with this Return Policy, Sxnse will credit your original form of payment you used to make the original purchase and any applicable taxes (excluding shipping and handling charges unless otherwise specified).

Our Limited Warranty covers manufacturing defects in materials and workmanship when products are used under normal conditions and in accordance with Sxnse’s care and usage guidelines.
The warranty does not cover damage or issues resulting from:

• Product misuse, abuse, or improper handling
• Accidental damage, loss, or cosmetic wear
• Use, cleaning, charging, or storage inconsistent with Sxnse instructions
• Normal wear and tear over time

In some cases, you may be asked to return the product for inspection or testing as part of the warranty evaluation process. If requested items are not returned, we may be unable to approve future warranty replacements related to that claim.

Only Sxnse products purchased directly from Sxnse.com or through an authorized retailer are eligible for warranty coverage. Proof of purchase is required for all warranty claims.

Warranty replacements, if approved, apply only to the original product purchased and do not extend or restart the original warranty period.

If there are unresolved payment disputes, chargebacks, or fraudulent activity associated with an order, warranty coverage may be suspended until the issue is resolved.

To request warranty service under the Sxnse Limited Warranty, the purchaser must contact Sxnse Customer Support at contact@sxnse.com before returning any product. Products sent without prior authorization may not be accepted.
Unless otherwise instructed by Sxnse, warranty returns must be shipped freight prepaid and packaged to provide adequate protection during transit. Original packaging is recommended but not required if equivalent protective packaging is used.

Before approving warranty service, Sxnse may require proof of purchase, responses to questions intended to assist in evaluating the issue, and compliance with Sxnse’s warranty procedures.
If Sxnse determines that the issue is not the result of a manufacturing defect in materials or workmanship, that the product was improperly returned, or that the claim otherwise does not qualify for warranty coverage, the purchaser may be responsible for return shipping costs.

Sxnse reserves the right to determine the appropriate method of warranty service and a product’s eligibility for repair, replacement, or refund. Warranty service options, response times, and parts availability may vary by location and are limited to services available in the country where service is requested.
If warranty service is requested in a country other than the country of purchase, the purchaser is responsible for compliance with all applicable import and export laws, customs duties, taxes, and related fees.

If a valid warranty claim is submitted within the warranty period, Sxnse may, at its discretion:

• Repair the product using new or refurbished parts of equivalent performance and reliability, or
• Replace the product with the same model or a comparable product of equal value and function

Replacement products may vary in color or cosmetic appearance and may not include original customization or limited-edition features. If the original product is discontinued, Sxnse may provide a comparable replacement.
Any replacement product assumes the remaining warranty period of the original product or 30 days from the date of replacement, whichever is longer.

Sxnse does not authorize any person or entity, including resellers or agents, to modify, extend, or add to this Limited Warranty. If any provision of this Limited Warranty is determined to be illegal or unenforceable, the remaining provisions shall remain in full force and effect.

To the maximum extent permitted by law, this Limited Warranty and the remedies described herein are exclusive and replace all other warranties, remedies, and conditions, whether oral, written, statutory, express, or implied. Sxnse disclaims all implied and statutory warranties, including, without limitation, warranties of merchantability, fitness for a particular purpose, and warranties against hidden or latent defects, to the extent permitted by law.

Where such warranties cannot be fully disclaimed, Sxnse limits their duration and remedies to the duration of this Limited Warranty and, at Sxnse’s option, the repair or replacement remedies described herein. Some jurisdictions do not allow limitations on the duration of implied warranties, so these limitations may not apply to all purchasers. Sxnse does not warrant that product operation will be uninterrupted or error-free.

Except as expressly provided in this Limited Warranty and to the maximum extent permitted by law, Sxnse shall not be liable for any direct, indirect, incidental, special, or consequential damages arising out of or related to the use of or inability to use the product, including but not limited to loss of use, loss of revenue, loss of actual or anticipated profits, loss of goodwill, loss of reputation, or loss, corruption, or compromise of data.

To the extent permitted by applicable law, Sxnse’s total liability shall not exceed the original purchase price paid for the product. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so these exclusions may not apply to all purchasers.

In no event shall this Limited Warranty require remedies beyond the repair or replacement of defective parts within the applicable warranty period. Refunds are not guaranteed under this Limited Warranty. If replacement parts are unavailable, Sxnse reserves the right to substitute the product with a comparable product of equal value and function. Sxnse shall not be liable for any loss or damage to data or content resulting from repair or replacement of the product.

For any and all inquiries, including wholesale catalog, please email contact@sxnse.com and we’ll put you in touch with our wholesale inquiry department

We’re always open to forming new business partnerships and meeting new people! Shoot us an email at contact@sxnse.com and we’ll take it from there!