Frequently Asked
Questions
Quick answers to the most common questions about our products, shipping, returns, and more. Can’t find what you need? Email us or message us on WhatsApp.
Products
What types of equipment does Henlivy sell?
We specialize in four core categories for beauty professionals:
- Sterilization & Hygiene — dry-heat sterilizers, UV disinfection cabinets, sanitation accessories
- Spa & Treatment — precision oil heaters, paraffin therapy kits, facial steamers
- Salon Essentials — tool trays, implement organizers, magnifying lamps, rolling stools
- Nail Station Equipment — dust collectors, UV/LED lamps, manicure tables
Browse the full catalog at /shop.
Are your sterilizers compliant with salon inspection standards?
Yes. Our dry-heat sterilizers maintain 200°C (392°F) with digital PID temperature control — the gold standard recognized by health inspection boards across North America, Europe, and Asia-Pacific. Our UV cabinets use dual-band UVC (254nm + 185nm) for broad-spectrum disinfection. Each unit ships with documentation you can present during inspections.
What’s the difference between dry-heat and UV sterilization?
Dry-heat sterilization kills all microorganisms, including spores, through sustained high temperature. It’s the standard for metal implements that can withstand heat — tweezers, scissors, cuticle nippers, and drill bits.
UV disinfection uses ultraviolet light to destroy bacteria and viruses on surfaces. It’s ideal for items that can’t withstand high heat — brushes, combs, makeup sponges. It’s faster but doesn’t penetrate beyond surface level.
Most salons use both: dry-heat for metal tools, UV for non-metal items. Read our full comparison in the UV vs. Dry Heat guide.
Do I need special training to use your equipment?
No. Every product includes a detailed user manual in English. Sterilizers and oil heaters are plug-and-play with simple digital controls. Paraffin kits come with step-by-step setup instructions and treatment protocols. If you ever get stuck, we’re a message away.
What voltage do your devices run on?
We offer both 110V (US/Canada/Japan) and 220V (EU/UK/Australia/Asia) versions for all powered equipment. The voltage is clearly marked on each product page. Please select the correct version for your country when ordering. If the wrong voltage arrives, we’ll exchange it — but please double-check before checkout to save time.
Orders & Shipping
Where do you ship to?
We ship worldwide, with particularly strong coverage in North America, Europe, Southeast Asia, the Middle East, and Australia. If your country isn’t listed at checkout, contact us and we’ll find a shipping solution.
How long does shipping take?
| Destination | Standard | Express |
|---|---|---|
| North America | 7–14 days | 3–7 days |
| Europe / UK | 7–14 days | 3–7 days |
| Southeast Asia | 5–10 days | 3–5 days |
| Middle East | 8–16 days | 4–8 days |
| Australia / NZ | 10–18 days | 5–10 days |
| Rest of World | 14–21 days | 5–12 days |
Processing time: 1–3 business days. Tracking is provided for all orders. Delivery times are estimates and may vary due to customs clearance or seasonal volume.
How much does shipping cost?
Shipping rates are calculated at checkout based on weight, dimensions, and destination. We offer:
- Free standard shipping on orders over US$199
- Flat-rate shipping on smaller items
- Express upgrade available at checkout
Exact costs are shown before you pay. No surprises.
Will I pay customs fees or import duties?
Possibly. Import duties, taxes, and customs fees are determined by your country’s customs authority and are the buyer’s responsibility. We recommend checking your local import regulations before ordering. We declare goods at their purchase value on all customs forms — we cannot mark items as gifts or lower the declared value.
Can I change or cancel my order after placing it?
You can cancel or modify your order within 12 hours of placing it, as long as it hasn’t been shipped yet. Email us immediately at info@henlivyshop.com with your order number. Once the package leaves our warehouse, cancellations are no longer possible — but our return policy still applies.
Returns & Warranty
What’s your return policy?
We accept returns within 30 days of delivery. Conditions:
- Item must be unused, in original packaging, with all accessories
- Buyer covers return shipping
- Full refund issued once we receive and inspect the item
- Refunds are processed to the original payment method within 5 business days
Damaged or defective items are handled separately — see below.
What if my item arrives damaged or defective?
Take photos or video of the damage immediately upon unboxing. Send them to info@henlivyshop.com within 48 hours of delivery. We’ll arrange a replacement shipment or full refund — at no cost to you. We stand behind every product we sell.
Do your products come with a warranty?
Yes. All equipment includes a 12-month warranty against manufacturing defects from the date of delivery. The warranty covers:
- Electrical/electronic component failure
- Heating element malfunction
- Digital display or control board issues
- Structural defects in housing or chamber
The warranty does not cover damage from misuse, unauthorized modification, or normal wear and tear (e.g., cosmetic scratches, worn gaskets). Extended warranty options are available for commercial high-volume users — contact us for details.
How do I make a warranty claim?
Email info@henlivyshop.com with:
- Your order number
- A description of the issue
- Photos or video showing the problem
Depending on the issue, we may offer troubleshooting guidance, ship replacement parts, or arrange a full unit replacement. We aim to resolve all warranty claims within 3–5 business days.
Payment
What payment methods do you accept?
We accept PayPal, major credit/debit cards (Visa, Mastercard, American Express, Discover), and bank transfers for wholesale orders. All payments are processed through PCI-compliant secure gateways. We never store your full card details.
Is your checkout secure?
Absolutely. Our entire site uses SSL/TLS encryption (you’ll see the lock icon in your browser). Payment processing is handled by industry-standard gateways that meet PCI-DSS Level 1 compliance — the highest security standard for payment data.
Do you offer wholesale or bulk pricing?
Yes! We offer tiered volume pricing for salon chains, beauty schools, distributors, and e-commerce resellers. Minimum order quantities apply. Contact us at info@henlivyshop.com or WhatsApp for a wholesale quote — tell us which products you’re interested in and your estimated order volume.
Account & Technical
Do I need an account to place an order?
No, you can check out as a guest. But creating an account lets you track orders, save shipping addresses, view order history, and receive order updates automatically. It takes about 30 seconds.
I forgot my password. How do I reset it?
Click “Lost your password?” on the login page. Enter your email and we’ll send a reset link within minutes. If you don’t see it, check your spam folder, then contact us.
How do I clean and maintain my sterilizer?
| Daily | Wipe interior with a dry cloth after unit cools |
| Weekly | Clean door seal with mild detergent; check temperature accuracy with a test strip |
| Monthly | Inspect power cord and plug for wear; run an empty cycle and verify display readings |
| Every 6 months | Deep-clean chamber; check door hinge tension; replace worn gaskets |
Never use abrasive cleaners or submerge the unit in water. For UV cabinets, wipe the bulbs gently with isopropyl alcohol monthly — fingerprints reduce UV output.
Can I use your paraffin wax with any brand of warmer?
Our paraffin wax refills are compatible with most standard paraffin baths (4–6 lb capacity). They’re a standard paraffin blend formulated for salon use — low melting point (52–54°C), dermatologist-tested, with vitamin E and jojoba oil added. For best results, we recommend our complete Paraffin Bath Kit which is calibrated for optimal melt time and temperature consistency.