Frequently Asked Questions

1. Do I need gel with my machine?
Laser & IPL
For laser and IPL machines it is recommended to get some sort of pre-treatment gel that contains a numbing agent, like lidocaine.  Click here to view our IPL/Laser gel.  Be cautioned that you should adjust your settings to accommodate a test area first (prior to actual treatment) to ensure the correct comfort level.  A cooling gel is recommended after the treatment is complete to minimize any discomfort the client may experience.

RF
Apply cooling gel to the skin being treated to provide a barrier so the RF hand piece can glide on the skin and provide less discomfort.  See our RF gel here.  Apply a soothing moisturizer meant for the patients skin type after the procedure is complete.

Ultrasonic Cavitation
Ultrasound gel is the recommended gel for this treatment.  Click here to view our ultrasound gel.

Microcurrent
ION sprays or facial gels are recommended for microcurrent procedures.  Click here to view spray used with microcurrent gloves, and click here for microcurrent gel.

LED
As rule of thumb, you should clean the affected skin with a non-abrasive skin cleanser designed to remove oils and sebum prior to the treatment but we do not recommend the application of any creams or supplements that may leave a reflective surface, prior to phototherapy.

2. What is there is a problem with my machine and it was imported from China?
Photo Facial Machines will serve as the contact between the manufacturer in China and the customer should a problem arise. If you purchase a machine from China you are getting a high quality machine for less, but be aware that it does not come without downtime in terms of repairs! The support mechanism in place for issues with machines includes a combination of email and skype. Customers are required to either take a picture or video of the issue so it can be viewed and diagnosed by the manufacturer in China. Sending emails back and forth over a number of days is common before the problem is fixed. If a part needs to be replaced, you also need to consider that it will take time (coming from China) to actually receive and install the part(s). Since there is a significant time difference, issues are seldom addressed as fast as you will want. Because of this, we recommend you have a “back-up” plan in place in the unlikely event there is a service interruption.

3. Is shipping included?
Customers in the US will enjoy free shipping on their purchases. International customers will need to call to order any of the items made in the US as shipping charges will apply; otherwise, shipping is free for you too!  Click here to see our Shipping & Return policy.

4. What kind of training will I receive when I purchase a machine?
It is expected that customers purchasing professional machines are certified and qualified to use the machines they are purchasing. All machines come with user/operations manuals that usually provide step by step instructions on how to use the machine. Sometimes video links and/or DVDs can be provided but they will only show the machine in use, and they are not actually “training”. In the event you are not a professional but a home user, each of those devices comes with a set of easy to follow instructions.

5. What is the difference between monopolar, bipolar and tripolar?
RF devices tend to market themselves as monopolar, bipolar or multipolar RF devices. Monopolar energy travels from the handpiece to a distant pole and requires a large ground electrode that is applied to the body. It penetrates up to 20mm, affecting both skin and subcutaneous fat. Bipolar energy travels from one pole on a handpiece to another, penetrating only 2mm to 4mm into the skin. Both work by causing bulk heating of the deep dermis. Bipolar uses symmetrical electrodes that can control the distribution of energy between the two and, more specifically, confine it to dermal structures when appropriate.

Tripolar is a marketing term, not a scientific term. Devices with three or more poles use bipolar electrodes that switch between active pairs and inactive pairs. There is ONLY monopolar or bipolar current delivery. A multipolar system is actually a derivative of a bipolar system or a combination of two systems: bipolar and monopolar. For example, the octipolar system is an applicator that comprises four pairs of bipolar electrodes. The tripolar system has three electrodes: one acts as a positive electrode while the other two act as negative electrodes creating two pairs of a bipolar system.

Whether monopolar, biopolar or some combination of the two provides the best option for skin tightening has not been established by scientific studies.

6. Do you provide financing?
Yes!  We use Lease Station, a third party provider, to help with your financing options.  There is a red bar across our website that will take you to the financing page where you will find a link to the application. Click here now to go to our financing page.  Note that we can only finance machines with a value of $1,000 or greater; as long as the amount financed is over the $1,000 threshold, we can also partially finance a purchase.

7. What warranties do your products carry?
All machines carry a warranty that ranges between 1-5 years; some of our microdermabrasion machines carry a lifetime warranty. That being said, the majority of the machines carry a 1 year warranty.

8. How are the machines delivered?
All machines are delivered via one of the major air express carriers: DHL, UPS, and FedEx. The smaller items such as cream, gels, and some of the home use devices, are delivered via the US Postal Service (USPS). Tracking information will be emailed to you.

9. What if my machine arrives and it doesn’t include all the parts?
It is always a good idea to take an inventory of your machine and its accessories as soon as you receive it to make sure you received a full complement of pieces. If you do not receive all of them, you will need to lay out all the pieces you did receive and take a picture, maybe two, that clearly show(s) all the pieces. You will need to send an email that details what is missing along with the picture of items received. Any missing items will be shipped to you at no charge.

10. What do your warranties cover?
Please note that the warranties are NOT with Photo Facial Machines; rather, they are the manufacturer’s warranty. Photo Facial Machines, as part of its service to you, acts as your ambassador during a service issue and will be your point of contact.

Warranties vary greatly from one company to the next.  You should ask us what the warranty covers prior to making any purchase and we can elaborate specifically on the product in question.  Regarding the warranties on the machines made in China,  most are 1 -2 years but please be aware that they are NOT your typical product warranties like we see on products made in the United States.  They begin from the date the product was shipped from the factory.  Also, the warranties are actually repair warranties, not product warranties per se.  That means they agree to give repair consultations for as long as the warranty period is in effect.  If new parts are necessary, the warranty only covers the cost of the parts – shipping of the parts is the responsibility of the customer.  If something cannot be fixed through online  consultations, in some instances the customer may send the machine/parts back to manufacturer.   In this instance, customer agrees to pay for shipping the item back to the manufacturer where it will be repaired or replaced.  Manufacturer will seldom pay for shipping back to customer so buyer should be prepared for that cost as well.  Fortunately, this is not an issue most of the time!

11. Is it safe to buy on this website?
Yes, it is safe! Our shopping cart processes all the information by using the latest security technology: SSL 256-bit encryption – you can always tell if a site is secure by looking at the navigation bar at the top of the page – many sites will start with “http://”. An SSL encrypted site will start with “https://” . It is important to note that if the “https://” does not appear on every page, that’s OK – as long as it appears on the checkout page and on the shopping cart pages, that is enough!