Standard US shipping takes 3–5 business days. Express international shipping typically delivers within 5–7 business days. You’ll receive a tracking link by email as soon as your order ships.

Yes, standard shipping is free on all US orders.

Once your order ships, we’ll email you a tracking link. You can also see your order status any time by logging in to your account.

Please contact our support team as soon as possible. If your order hasn’t shipped yet, we’ll do our best to update or cancel it for you.

A standard set includes 5 × Firming Facial Masks, 1 × Smart Controller, 1 × USB-C Charging Cable and a Quick Start Guide. What’s included depends on the product or bundle you choose.

Yes. Every standard set and subscription comes with 1 × Smart Controller and its USB-C charging cable.

While the mask can function manually with basic modes, the SpanPrime app unlocks custom routines, progress tracking and personalized treatment plans. We recommend using it for the best results.

Make sure Bluetooth is on and the controller is charged and switched on. Open the SpanPrime app, tap Add Device and follow the on-screen steps. If it doesn’t appear, restart the controller and the app and try again.

Use the USB-C cable that comes in the box. We recommend charging the controller fully before your first session.

The SpanPrime app is available on the App Store and Google Play. Search for “SpanPrime” and create your account to get started.

For optimal results, we recommend using the mask 3 to 5 times per week for 12 to 24 minutes per session.

In a consumer study after 4 weeks of use, participants saw +28% skin hydration, +23% skin firmness and +19% skin elasticity. Results may vary from person to person.

Yes. Many people finish their ritual by applying their favourite serum or moisturiser after the session.

SpanPrime includes a gentle Soothing mode designed for sensitive skin. If you have a skin condition, are pregnant, or have an implanted medical device, please speak to your doctor before use.

Yes. You can pause or cancel your subscription at any time directly from your account settings, without any cancellation fees.

You can choose a 1, 3, 6 or 12-month plan. The longer the plan, the more you save: up to 20% on the 12-month plan.

Yes. Contact our support team before your next billing date and we’ll help you switch to a different plan.

We offer a 30-day money-back guarantee. If you are not completely satisfied, return your order within 30 days for a full refund.

Contact our support team with your order number and we’ll guide you through the steps. We’ll confirm by email once your return has been processed.

Yes. Your payment details are protected with industry-standard encryption.