FAQ

Orders & Shipping

Can I cancel or change my order?

If your order is not yet fulfilled and shipped out, we can make changes or cancel. Please email support@lanshin.com ASAP and we will do our best to accommodate your request.

How long after I place my order will it ship out?

Items that are in stock will usually ship within 2 business days of payment. Our operating hours are Monday - Friday, not including holidays.

Can I return or exchange my Lanshin tool?

As a small business, we are not able to accept returns or exchanges on tools and no exceptions will be made. Please consider this carefully before purchasing. If you have any concerns or questions about your tool, please don’t hesitate to reach out to support@lanshin.com

Can I return or exchange my skincare or personal care products?

We are not able to accept returns or exchanges on skincare or personal care products. Once opened, products are no longer sterile. Contamination is a health and safety issue and no exceptions will be made. If you do have any concerns or questions about your products, please don’t hesitate to reach out to support@lanshin.com

My tracking number says delivered but I haven't received it yet. What should I do?

Occasionally, packages will be marked as delivered in our carrier's system by mistake . If this happens, please wait a day or two as your package will likely be delivered in that time. If more than three (3) business days have passed since your tracking was marked as delivered, please email support@lanshin.com with your full shipping address so we can work with the carrier to resolve the issue. 

What if my product is defective?

If you receive an item that you believe is defective, please email support@lanshin.com within five (5) business days of delivery so that we can work with you to resolve the issue. 

What if the carrier damaged my products in transit?

We package all of our products to prevent damage during transit. However, in the rare case that you receive a damaged product, please email seven (7) photos of the damage to the products and box to support@lanshin.com within five (5) business days of delivery so that we can work with you to resolve the issue. 

Lanshin Massager by ACERA

How do I use the massager?

We have a ton of free educational content on our YouTube & Instagram channels. We recommend you start with this one. Make sure to always test the temperature of the tool before using, as demonstrated. If you need any extra help feel free to reach out to support@lanshin.com!

What is the difference in the massage handles?

The different models allow for you to hold the massager in different ways, based on your personal preferences:

-Our Hand Strap model in Salt Pink offers the most secure grip during use. Great if you have mobility issues, or use in the shower.

-Our T-Bar model in Sage secures your hand to the tool, but allows the most freedom as you work around your body. A favorite among acupuncturists and other body work professionals.

-Our Ring-Top model in Oyster Gray is great for anchoring your hand with a secure grip while also allowing free movement as you work your body.

Do you sell the massager handles separately?

At this time we're not selling the massager handles separately. Keep an eye out on our website and sign up for our newsletter to be alerted if this changes! 

How hot should the water be when filling my massager?

We think the tool works best when the water is hot but not boiling. If you are able to measure the temperature of the water, we like it between 150℉-170℉. Always test the temperature of the tool before you use it directly on skin.

I think my massager is leaking. What should I do?

The seal on your massager is designed to prevent dripping or leaks. If you feel any water dripping while using your tool, it is likely that water got caught in the seal or the removable silicone cover. To prevent this, we recommend only filling your massager to about ¾ of the way full. Then, after you secure the massager top, turn the tool upside down onto a towel and pat dry. That will ensure that any excess water has a chance to escape. If you need any additional support, feel free to reach out to support@lanshin.com and we are happy to help out! 

Can I microwave my massager?

We do not recommend microwaving the massager to best protect the tourmaline shell. Heat the water separately and then fill the massager. 

Can I put my massager in the dishwasher?

We do not recommend putting the porcelain massager body in the dishwasher to best protect the tourmaline shell. To clean, hand wash your massager body with hot water and soap. The silicone sleeve is removable and can be placed in the dishwasher along with the lid and/or strap.

Can I use the massager to help my sinus congestion or cold symptoms?

You can, but it depends on what is causing the congestion and how long it’s been an issue. It’s possible to decrease or relieve sinus congestion by opening up and releasing tension around the neck and base of the skull with our massager or gua sha tools. We have a lot of tips and tricks on our Instagram and TikTok. We love this video for using heat to relieve cold symptoms.

Can I use the massager while pregnant?

You can use it while pregnant, just be sure to avoid the top of the shoulder where your tank top / bra strap would hit, your sacrum, and ankles. 

Facial Gua Sha

What tool should I buy?

We offer a wide selection of tools based on your needs and experience level. 

If you are debating between the different materials, you should choose whichever material you feel most drawn to or best suits your needs. You can check out this helpful Instagram video to discover the differences! Feel free to reach out directly to support@lanshin.com if you have any further questions about our tools!

How do I use my Gua Sha Tool?

We have a ton of free educational content on our YouTube & Instagram channels. We recommend you start with this one.

What time of day should I do facial Gua Sha?

You can perform facial Gua Sha at any time of day that works best in your schedule! We love mornings if you wake up puffy or need an extra circulation boost to start your day. Facial Gua Sha at Night is relaxing and soothing, a wonderful way to prepare your body for sleep.

When do I apply my skincare in my facial Gua Sha routine?

We recommend that you apply your skincare products before your facial Gua Sha practice (except for SPF or makeup). The methodic Gua Sha stroking will help integrate your products deeper into your skin layer, which helps increase the performance of your products. If you have acne-prone, oily skin you can also do your facial Gua Sha routine with a cleaning oil or balm (just make sure to remove makeup and spf first). 

Do I need to wash off my products after I do facial Gua Sha?

There is no need to wash off your products after facial Gua Sha. Think of it as the final step in your routine! 

What products do I need to use for facial Gua Sha?

We find that a hydrating mist and a facial oil is the best product combo for performing facial Gua Sha. Together, they provide a wonderful slip and surface for the stroking and gliding of your facial Gua Sha tool. Check out our video on prepping the skin for Gua Sha. Feel free to reach out to support@lanshin.com with any further questions about our products.

Can facial Gua Sha slim my face?

Facial Gua Sha cannot reduce fat or replace weight loss. It improves the circulation of blood and qi (energy) where it is applied, which can result in smoother, more glowing skin, and more lifted and sculpted features. Facial Gua Sha is a Chinese medical technique that improves the health of the skin and tissue. The cosmetic results are a side effect of you and your skin becoming healthier.

Can Gua Sha get rid of my wrinkles?

We do not encourage you to use facial Gua Sha strictly to "get rid of" wrinkles. We encourage you to practice facial Gua Sha to improve the circulation and flow of blood, qi (energy), and essential fluids in your skin and tissues. Some find that by doing this the appearance of wrinkles is softened and less noticeable, but results do vary depending on age, intensity of facial muscle tension, and skin type. 

Can I Gua Sha while I use retinol?

In general, yes, you can apply facial Gua Sha on top of your normal skin care routine. However, if your skin is sensitive to retinol or has a history of reacting to it you should check with your medical provider first. In this case, you could focus your practice of facial Gua Sha in the mornings (when you are not using retinol) or you could even cleanse with gua sha, check out this video to discover our techniques for that!

My tool has inconsistencies and dents in it, is that normal?

Our tools are hand carved from natural stones, so inconsistencies and dents may occur. We inspect all of our tools very carefully before shipping out your order and remove all tools that have any inconsistencies that would affect performance. If you believe that you have received a tool with abnormalities or  inconsistencies that affects its performance, please reach out to support@lanshin.com with pictures of your tool so our team can assess them.

I broke my tool, what can I do?

Our tools are handcrafted from natural stones and can chip or break if dropped. We cannot accept returns on tools that are broken due to use. We recommend storing your tools in the protective pouch included for safe keeping. You can also try placing a washcloth at the bottom of your sink when doing facial Gua Sha to protect your tool in case you drop it during washing or use. Feel free to reach out to support@lanshin.com if you have any further questions.

Scalp Stimulator

How do I use my Scalp Stimulator?

Be sure to check out our YouTube video for an in-depth tutorial on how to use the tool. We also provide an insert with every tool that serves as a quick guide for techniques and tips. If you need any other support, feel free to reach out to support@lanshin.com

Do I need to prep my scalp or skin before I use the Scalp Stimulator?

Unlike Gua Sha on the face or body, you can apply scalp stimulation to dry scalp and hair. This is the easiest, most accessible way to enjoy scalp stimulation. However, if you use scalp treatment products like oils or serums, stimulating your scalp on top of them will not only be an epically relaxing experience, it will amplify the results of those products. So if you like to use anything on your scalp, you can apply that first.

How do I clean my Scalp Stimulator?

We recommend you wash the Scalp Stimulator with hot water and then towel dry after each use. You can also disinfect with alcohol between uses, if desired.

I broke my Scalp Stimulator, what can I do?

Our Scalp Stimulator is handcrafted from natural stones and can chip or break if dropped. We recommend you store the tool in its protective pouch for safe keeping. We cannot accept returns on tools that are broken due to use, but please reach out to support@lanshin.com and we will work with you to find a resolution.

I started to feel a bit lightheaded and dizzy while using the tool, what should I do?

Stimulating your scalp can significantly free up the blood flow to your head which for most of you will feel amazing, some of you might also become a bit light headed or dizzy at first. If that happens, stop and go to the HAND instruction section of our YouTube Tutorial and follow the instructions to work on your hand. This should help ground your energy. 

If you have never done massage to your neck and scalp, or you tend to get lightheaded form therapies like massage or acupuncture, then we recommend you start slowly by working the hands, neck, and occiput only for a day or two. After you’ve done some work to open these areas, then begin to work onto your scalp.

I have a medical condition, can I still use this tool?

We recommend you use caution and consult with a physician before practicing if you have chronic health issues like vertigo, high blood pressure, chronic severe migraines, or a previous history of stroke. Also consult with your dermatologist or TCM practitioner who specializes in dermatology if you have severe scalp conditions like psoriasis or seborrheic dermatitis.

Other

Where is your studio located?

We are located at: 129 Roebling St, Brooklyn, NY 11211 (a few blocks from the Bedford Ave L subway and a short walk from the Lorimer/Metropolitan subway). We are currently open Mon-Sat 12pm - 6pm ET (excluding holidays).

Can I buy products at your studio?

Yes! We sell our entire collection in the studio. Feel free to stop in and explore our tools and meticulously curated selection of skincare products!

Can I schedule a treatment with Sandra?

Sandra is not able to take on new clients at the moment, but you can reach out to hello@lanshin.com for more information on scheduling or to schedule with another one of our practitioners.

Can you recommend skin care products for me?

We can do our best to help you select products without actually seeing or touching your skin. Please reach out to support@lanshin.com with more information about your skin type and concerns and we will help guide you to some products! If you have a chronic skin condition that needs special attention, we recommend that you see a medical or TCM provider with expertise in treating skin. If you have a skin condition that you want help treating with our TCM Dermatology Program, you can reach out to hello@lanshin.com for scheduling assistance.

My skin had an unpleasant reaction to a skincare product I purchased. What should I do?

Once opened, we cannot accept returns or exchanges on skincare products. Contamination is a health and safety issue and no exceptions will be made. However, we want to help you find products that work for you! Feel free to email support@lanshin.com so we can assess the situation and guide you to other product choices. Many of our products offer a trial or sample size option, so if you have skin that tends to be reactive, we encourage you to try a sample of it first!