Frequently Asked Questions
If you don't find what you're looking for, our team is one email away at shimchingmd@drshimching.com.
Shipping & Delivery
How long does shipping take?
We ship from Honolulu, standard delivery is 2 to 8 business days. Express is 1 to 3 business days.
Do you ship internationally?
At this time, we only ship within the United States, including locations beyond the contiguous 48 states such as Alaska and Hawaii. We’re actively working on expanding to international destinations—join our email list to be the first to know when global shipping becomes available.
What should I expect after placing an order?
Orders are processed within standard business timeframes. Once shipped, you’ll receive a tracking link so you can monitor delivery progress.
Do you offer delivery outside your primary shipping regions?
At this time, we only ship within the United States, including locations beyond the contiguous 48 states such as Alaska and Hawaii. We’re actively working on expanding to international destinations—join our email list to be the first to know when global shipping becomes available.
Why are my tracking details not working?
Tracking information may take up to 24–48 hours to activate after shipment. If there are no updates beyond that, feel free to contact us and we’ll assist you.
Orders, Returns & Refunds
Can I modify my order after placing it?
We process orders quickly. If you need to make a change, email shimchingmd@drshimching.com within one hour of placing your order. Once fulfillment has started we cannot modify the order, but you can return it under our 60-day guarantee.
How do I track my order?
You'll receive a tracking link by email as soon as your order ships, usually within 24 to 48 hours of ordering. If you don't see it, check your spam folder. Still missing it? Email shimchingmd@drshimching.com with your order number.
What is your return policy?
We stand behind every product. If you're not satisfied for any reason, contact us within 60 days of delivery for a full refund of the product price. Return shipping is the customer's responsibility. To start a return, email shimchingmd@drshimching.com with your order number.
You can view our full return and refund policy here:
https://www.shimchingmd.com/pages/return-refund-policy
If you have any questions, feel free to reach out to our support team.
What should I do if my order arrives damaged?
Please reach out within 48 hours of delivery and include clear photos of the product and packaging. We’ll review the issue and arrange a replacement or appropriate solution.
What if I received the wrong item in my order?
If something isn’t correct, contact us with your order number and a photo of the item received. We’ll resolve the issue as quickly as possible.
Are shipping fees included in refunds?
Refunds cover the product price. Original shipping is non-refundable and return shipping is the customer's responsibility. If your order arrived damaged or incorrect, we cover everything.
Product Questions
Do you offer a satisfaction guarantee?
Yes. All Shim Ching MD skincare products are covered by our 60-Day Money-Back Guarantee. If you're not satisfied with your purchase, you may return the product within 60 days of delivery for a full refund of the product price. Customers are responsible for return shipping costs.
Are these products tested on animals?
No. All Shim Ching MD products are cruelty-free.
Where are your products made?
All products are formulated and manufactured in the USA.
How long until I see results?
Most patients notice visible improvement within 4-8 weeks of consistent daily use. Retinol products may take up to 12 weeks for full results.
Is it safe to use these products during pregnancy or while breastfeeding?
We recommend consulting your healthcare provider before using any skincare products or devices during pregnancy or while nursing, especially those with active ingredients.
How do I determine the best skincare routine for my skin?
Start with your main goal, anti-aging, brightening, hydration, or breakouts, and build around a cleanser, a targeted treatment, and a moisturizer. If you'd like a tailored recommendation, email shimchingmd@drshimching.com and we'll point you to the right routine.
Is it appropriate to use retinol after a peel treatment?
We recommend waiting until your skin has fully recovered from a peel before reintroducing retinol, typically several days to a week, and starting slowly. Check with your provider on timing for your specific treatment.
I’m concerned retinol might be too strong—should I be cautious?
Start two to three nights a week and build up as your skin adjusts. Apply to dry skin and always use sunscreen during the day. If irritation persists, reduce frequency.
Do your products have a shelf life or expiration period?
Yes. Most products are best used within 12 months of opening. Check the packaging for the period-after-opening symbol.
What clinical standards and certifications support your products? / Can you share the certifications behind your formulations?
Yes. The LED mask includes a limited warranty against manufacturing defects. Contact shimchingmd@drshimching.comto make a claim.
LED Face Mask
How often should I use the LED mask?
We recommend 3-5 sessions per week, 10-20 minutes per session. Consistency is more important than frequency.
Are these products safe for sensitive skin?
Yes. Every product is formulated to be effective while minimizing irritation. If you have a specific skin condition, consult your dermatologist before starting a new routine.
Can I use these products after a cosmetic procedure?
Most products in our line are safe for post-procedure skin. Our Hydra Repair Cream and Green Tea Skin Balm are specifically designed for recovery. Consult your provider for timing specific to your procedure.
Is there a warranty included with the LED face mask?
Our skincare products are manufactured in an FDA-registered, ISO 22716-certified facility that follows Good Manufacturing Practices (GMP). Each formulation is produced under strict quality-control procedures and stability-testing protocols to help ensure safety, consistency, and performance.
Is there a guide to help me get started with the device?
Yes. A quick-start guide is included in the box, and we can email you a digital copy. Contact shimchingmd@drshimching.com.
Can I order replacement parts for my device?
Replacement accessories, such as charging cords, may be available. Please contact us to check availability and compatibility.
What’s the best way to clean the LED face mask?
After each use, gently wipe the surface with a soft, damp cloth or a non-abrasive, alcohol-free wipe. Avoid submerging the device in water.
Is LED Light Therapy Safe?
Yes. LED therapy is non-invasive, painless, and FDA 510(k) cleared. It does not use UV light and will not damage your skin.
Can I use the LED mask with my skincare products?
Yes. Apply your serums before using the mask. The light therapy can enhance absorption of active ingredients.
Is LED light exposure safe around the eye area?
Yes. The mask is designed to be safe around the eyes, with eye openings, and the wavelengths used do not emit UV. You may keep your eyes closed during use for comfort.
Will longer sessions improve my results faster?
Using the device beyond the recommended time will not accelerate results. Consistent, proper use is the most effective approach.
What if the mask doesn’t fit my face perfectly?
The mask is designed to accommodate most face shapes. You can adjust the straps for a more secure and comfortable fit.
Where can I find help if my device isn’t working properly?
We provide troubleshooting support for common issues. If you need assistance, our team is available to guide you through the next steps.
Others
What’s the process for buying an E-Gift Card?
E-Gift Cards are available on our website. Choose your preferred amount, enter the recipient’s details, and complete the checkout. The gift card is delivered instantly via email with simple redemption instructions.
How do you keep my payment information secure?
We use encrypted payment systems and fraud monitoring to protect every transaction. If an order is flagged for review, it may be temporarily held while we verify the details for your safety.