Frequently Asked Questions
We’re so glad you’re here and even happier to have you as a valued customer.
To make things easier for you, we’ve answered some of the most frequently asked questions below.
Shipping & Returns
How long does shipping take?
U.S. Shipping: 3-5 days
International Shipping:13-18 days
How are shipping costs calculated?
Shipping costs are based on the package's weight and destination. Free standard shipping is available for U.S. and Canada orders over $200, while international orders may incur shipping fees.
What is MYTREX's return policy?
You can return products within 30 days of receipt, provided they are in original condition and packaging. For detailed return instructions, please visit MYTREX's Warranty & Returns page.
*The 30-day free return policy does not apply to the following products for non-quality issues: AQUA LIFT (SKU: MT-AL22B) and Fine Bubble +E Filter (SKU: MT-HFE23SL-CR).
How can I contact MYTREX for further questions?
For any inquiries, you can reach our support team via email at support@mytrex.global or through online live chat.
Orders
How can I check the status of my order?
Once your order is shipped, you’ll receive a confirmation email that contains a tracking number. You can use this to monitor your order status here.
I didn’t receive a confirmation email. What should I do?
Please check your spam or promotions folder. If you still can’t find it, contact our support team and we’ll help you out.
Will I be charged customs or import duties?
International orders may be subject to customs fees or import taxes depending on your country’s regulations.
What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, AMEX), PayPal, and other secure payment options as displayed at checkout.
Can I change or cancel my order after placing it?
If your order hasn’t been shipped yet, we may be able to make changes or cancel it. Please contact our customer support team as soon as possible.
What should I do if I received the wrong item or my order is incomplete?
We’re sorry about that! Please contact us right away with your order number and a photo (if applicable), and we’ll make it right
Products
Is there a warranty on MYTREX devices?
All MYTREX devices come with a one-year limited warranty.
How long before I see results?
Results vary by device and individual, but most people notice improvements after consistent use for 2–4 weeks.
Where can I find how-to guides?
You can find all product user guides here.
Are MYTREX devices suitable for sensitive skin or certain health conditions?
Many of our devices are gentle and skin-friendly, but if you have sensitive skin, are pregnant, or have any existing/underlying health conditions, we recommend consulting your doctor before use.