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Faq

Shipping

How long will it take to get my order?
Orders are typically processed in 1-2 working days and delivered in 7-14  days. This duration is only for customers in the United States. 

If you live in a country other than the United States, please contact our sales team at info@hellovein.com for specific delivery times.
How can I track my order?
After we confirm your order, we will send you the tracking number, which you can check using your tracking number. You can also contact our customer service team to find out the status of your order.
Do you offer international shipping?
The majority of our products can be shipped internationally. If you live outside of the United States and need a shipping quote, please contact Hellovein, and we will make a custom quote for you.
Which shipping companies do you use?
We use all major carriers, including FedEx, DHL, and USPS. All orders qualify for free shipping.
Are there any additional fees for customs duty and clearance?
Generally, there are no customs fees within the United States. 

Please note that the recipient of an international shipment may be subject to import taxes, customs duties and fees which are imposed once a shipment reaches the recipient's country.  Any such taxes, duties or fees are to be paid separately by the buyer. 

Returns

Can I return my purchase?
Of course! We always ensure that our customers love our products, but if you need to return one, please contact info@hellovein.com within 14 days of the order delivery date.
What is the policy on returns?
We accept the return of the product within 14 days of the order delivery date, but customers must first contact us. Returns that are not authorized will not be accepted.

The product must be unused, clean, and undamaged, and returns must include the original packaging and materials. Returns without original packaging will be rejected and returned to the sender.

When returning a non-defective product, customers will be required to pay all shipping costs and restocking fee. For products with quality issues, these fees will be waived.
What if the items I received were damaged or missing?
You must notify us of any damage or missing items within three business days of receipt by emailing info@hellovein.com. You must also keep the original box and packing material if we file a claim with the carrier. 

In some cases, we may require the assistance of a customer to determine why this is occurring. We appreciate your co-operation throughout this process. Furthermore, we cannot accept returned products that have been used or have suffered artificial damage.
Are there any fees for returning items?
When returning a non-defective product, you must pay shipping costs & restocking fee. For products with quality issues, these fees will be waived.

Customers are responsible for a 15%-35% restocking fee, as well as all shipping charges. We are committed to reduce or eliminate restocking fees to the greatest extent possible. Please contact info@hellovein.com for pre-approval and to get return address.
What type of warranty do I get with HelloVein®?
All Hellovein™ and accessories come with a one-year free warranty as long as there is no evidence of misuse. Before sending any Hellovein™ for repair, the customer must send an email to obtain authorization.

Product

How to use Hellovein™?
When using it, try to keep the device vertically with the viewing area. Remember that even if you use it at an angle other than vertical, veins will show position too, but we recommend steep for best accuracy. Simply holding the HelloVein™ about seven inches above the skin reveals the vasculature on the skin's surface.
Can HelloVein™ vein finder be used on faces?
No. Although our device is harmless to the eyes, we do not recommend using it on the face as facial capillaries are often too small for accurate results. The device is far better suited for hand vein injection.
Does Hellovein™s Vein Finder work on children?
Yes, It was adequate for young children. We also have three sizes. Medical personnel can use small sizes on children so that they can concentrate on a specific are
Can HelloVein™s be used on obese patients?
Yes, the powerful clarity of HelloVein™ is ideal for obese people. 

One of the reasons veins are difficult to find is that patients are very overweight or obese; our enhanced mode is designed for patients with difficult-to-find veins, such as those with obesity.
Do Hellovein™s work on patients with dark skin?
Hellovein™s is suitable for all skin tones. Our Vein Finder device comes in five colors and three brightness levels to accommodate different skin tones. We recommend using red for darker skin tones. 

Furthermore, brightness adjustments can assist patients with darker skin in locating more clear veins.
How well do HelloVein™s work in the dark?
HelloVein™s are really great in low light situations. We have three different brightness levels that can fit any scene.  If you work nights in a hospital, you can place IVs without switching on the lights.
How does HelloVein™ work?
HelloVein™ Vein Finder uses vein visualization technology that shines an infrared light on the patients' skin. The hemoglobin (an oxygen-carrying protein) in the patient's blood absorbs the light, forming a vein pattern visible on the skin's surface. Following processing, Vein Finder will project the vein image on the skin's surface at the precise position.
What is the detection depth of HelloVein™?
HelloVein™ can reveal veins up to 12 mm deep, locating even the most difficult veins beneath the skin.
Is it harmful?
HelloVein™ Vein Finder uses harmless near-infrared light, which is free of harmful radiation.
Does HelloVein™ have CE and FDA certification?
HelloVein™ has all the necessary certificates to sell or register in your country, including CE, FDA, FSC, and ISO.
How long does charging take?
A full charge takes approximately 3 hours. A full charge can last between 5 and 10 hours (use time depends on the mode and brightness of the device). The battery can be removed.
What should I do to clean the product?
Do not flush the equipment with water; instead, gently wipe it with any alcohol, chlorhexidine, or other medical disinfectant solution.

Order

How Do I Purchase HelloVein™?
You can purchase directly from our website. We also accept offline payments; please contact us at info@hellovein.com.
Do we accept purchase orders?
Yes, we accept purchase orders.
How do I change or cancel my order?
If you need to change your order before it ships, we can assist you. It includes changing an item's quantity or specification, deleting an item, and changing your shipping address. Please email us at info@hellovein.com.
What type of payment do you accept?
We accept the following credit cards: Paypal, MasterCard, Visa, American Express, and Discover and Purchase orders. And we also support offline payment, please contact us by email info@hellovein.com
Do HelloVein™ products ship outside of the United States?
Yes, we sell in almost every country. Because plug specifications differ from country to country, we have different plug specifications and language versions for each country. 

You can buy directly from our website; if there is no address for your country on our website, please contact us by email at info@hellovein.com.
Do you accept insurance, including Medicare/Medicaid?
Unfortunately, we are unable to accept insurance as payment at this time. However, if your insurance company offers reimbursement options, please let us know if we can help with any official quotes or pricing.
Can I get my product personalized?
Our factory is very willing to provide custom design. If you have any requirements, don't hesitate to get in touch with us at info@hellovein.com
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