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Orders & Returns

Shipping, returns, exchanges, and order management
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Returns & Exchanges

Returns & Exchanges We want you to love your Artemis device. If something isn't right, we're here to help. Am I eligible to return my order? To qualify for a return, all of the following must be true: - Your return request is initiated within 7 days of delivery - The product is unopened and unused - The product is in its original packaging, with all contents included Because our devices are personal skincare tools, we are unable to accept returns on opened or used items for sanitary reasons. Please make sure you meet these conditions before starting your return. How do I start a return? Visit our return portal to begin the process: artemismask.com/a/returnzap Follow the steps provided — you'll receive a prepaid return shipping label once your request is approved. What if I miss the FedEx pickup? No problem. If you're unable to be home for the scheduled FedEx pickup, you can drop your package off at any local USPS location instead. Just bring your return label and the sealed package. How long does my refund take? Once we receive and confirm your returned item, your refund will be processed within 3–5 business days. You'll receive a confirmation once it's been issued. What if I want to cancel my order? If your order has already shipped, we are unable to cancel it — but you can initiate a return once it arrives, as long as it meets the conditions above. Please see the eligibility requirements at the top of this article. If your order has not yet shipped, please contact us immediately at i@artemismask.com and we'll do our best to stop the shipment before it goes out. Still have questions? Reach out to our team at i@artemismask.com and we'll be happy to help. With Love & Light, The Artemis Team

Last updated on Mar 19, 2026

My Order Arrived Incomplete — Where Is the Rest?

My Order Arrived Incomplete — Where Is the Rest? If you ordered the Artemis LED Complete System and only part of your order has arrived, don't worry — this is completely normal. Why did my order arrive in separate packages? Complete systems (including the LED mask and neck piece) are sometimes shipped in two separate packages. This is standard for our full-system orders and does not indicate anything is missing or lost. Your tracking confirmation email may show a single delivery event, but the second package is typically sent separately and arrives within a few days of the first. When should I expect the second package? The second package generally arrives within 3 business days of your first delivery. In most cases it arrives sooner. We recommend keeping an eye on your inbox — you may receive a second shipping notification with its own tracking number. What if my second package still hasn't arrived? If it has been more than 3 business days since your first delivery and you still haven't received the rest of your order, please reach out to us at i@artemismask.com or start a return at artemismask.com/a/returnzap. Reply to your original order confirmation email so we can locate your order quickly. Still have questions? Contact us at i@artemismask.com and we'll follow up as soon as possible. With Love & Light, The Artemis Team

Last updated on Mar 19, 2026

Pre-Order FAQ

Pre-Order FAQ Thank you for your patience as a pre-order customer — we truly appreciate your support. Here's everything you need to know about how pre-orders work. What is a pre-order? A pre-order allows you to secure your Artemis device before it is back in stock. Your payment is processed at the time of purchase, and your order ships as soon as inventory arrives at our warehouse. When will my pre-order ship? The expected restock date is displayed on the product page at the time of your order. Once stock arrives, orders are dispatched on a first-come, first-served basis — typically within 2–3 business days of the restock date. If you have questions about your specific order, reply to your original order confirmation email and our team will give you the latest update. Will I receive a tracking number? Yes — once your order ships, you'll receive a shipping confirmation email with your FedEx tracking number. Please allow a few hours for tracking to become active after receiving that email. Can I cancel my pre-order? Yes, you can cancel your pre-order before it has shipped. Please contact us as soon as possible at i@artemismask.com with your order number and we'll process the cancellation and refund promptly. Once your order has shipped, it cannot be cancelled — but you may be eligible to return it once it arrives. Please see our Returns & Exchanges article for details. Will I be charged customs or import duties? Artemis covers all customs fees, duties, and tariffs on every order — you should not receive any unexpected charges at delivery. See our Customs, Duties & Tariffs article for full details on what to do if a charge does come through. Still have questions? Reach out to us at i@artemismask.com — we're happy to give you a status update or answer anything else. With Love & Light, The Artemis Team

Last updated on Mar 20, 2026

Shipping Policy & Delivery Times

Shipping Policy & Delivery Times All Artemis orders ship via FedEx Expedited at no additional cost — free expedited shipping is included with every order. How Long Does Delivery Take? Orders placed before 9:00 PM CST on a business day are sent out the same day. From there, FedEx Expedited delivery typically takes 2–3 business days, so most customers receive their order within 3–4 business days of placing it. Orders placed after 9:00 PM CST, or on a weekend or public holiday, will be dispatched the next available business day. Will I Get a Tracking Number? Yes. Once your order ships you'll receive a shipping confirmation email with your FedEx tracking number. Please allow a few hours after receiving that email for tracking activity to appear on the FedEx website. What If My Order Hasn't Arrived? If it has been more than 4 business days since you placed your order and it hasn't arrived: 1. Check your FedEx tracking number for the latest status 2. Confirm your shipping address was entered correctly at checkout 3. If tracking shows a delivery issue or the package appears lost, contact us at i@artemismask.com with your order number and we'll work with FedEx to resolve it Complete System Orders — Two Packages If you ordered the Artemis LED Complete System, your mask and neck piece may arrive in two separate packages. This is normal — the second package typically arrives within 3 business days of the first. See My Order Arrived Incomplete for more details. Still Have Questions? Reach out at i@artemismask.com and include your order number for the fastest response. With Love & Light, The Artemis Team

Last updated on Mar 19, 2026

Customs, Duties & Tariffs

Customs, Duties & Tariffs Artemis ships internationally from Korea via FedEx Expedited. We know that unexpected customs charges can be frustrating, so here's how we handle it. Does Artemis Cover Customs and Import Duties? Yes — we cover customs fees, import duties, and tariffs on every order. You should not receive any unexpected charges at delivery. In the rare event that a customs charge does come through despite this, don't worry — we'll take care of it for you. What to Do If You're Charged If you receive an unexpected customs or import charge: 1. Forward the invoice or receipt to us at i@artemismask.com 2. We'll review it and reimburse you or resolve it directly Please don't pay any customs invoice without reaching out to us first — we want to make sure it's a legitimate charge before you're out of pocket. What If My Package Is Held at Customs? Customs holds are rare but do occasionally happen. If your FedEx tracking shows a customs delay: 1. Contact us at i@artemismask.com with your order number 2. We'll coordinate with FedEx on your behalf to get it released as quickly as possible Still Have Questions? Reach out at i@artemismask.com and include your order number for the fastest response. With Love & Light, The Artemis Team

Last updated on Mar 20, 2026