FAQs

How can I get help if I have questions while using the products?

The fastest way to reach us is by clicking the chat assistant at the bottom-right corner of the page.
For additional support, you can also contact us via email at support@drowelle.com, and we will get back to you as soon as possible.

Can the steam eye mask be reused?

No. The steam eye mask is a single-use self-heating product and cannot be reused.
Please use it as soon as you open the package.

⸻

What should I do if the steam eye mask feels too warm?

The temperature has been carefully adjusted through repeated testing to suit most users.
If you feel it is slightly too warm, please wait a few minutes before wearing it again.

⸻

Is the steam eye mask safe?

Yes. The product meets FDA-related requirements and is safe to use.

⸻

Can children use the steam eye mask?

Children may use the product only under adult supervision.

⸻

How long should I use the steam eye mask?

Each session lasts 15–20 minutes.
Please do not wear it for extended periods to avoid low-temperature burns.

⸻

Can I use the steam eye mask while wearing contact lenses?

No. Individuals with myopia should not wear contact lenses when using this product.

⸻

Can I use the steam eye mask if I have an eye condition or injury?

Do not use the product if you have eye diseases, inflammation, infections, wounds, or any abnormal condition around the eye area.

⸻

Can children use the mouth tape?

No. Mouth tape may pose a risk of suffocation for children, so it should not be used.

⸻

Why does the mouth tape have a smell?

The product is made with medical-grade adhesive, which is safe and commonly used in clinical applications.
Please use it with confidence.

⸻

Can the nasal strips be reused?

No. Nasal strips are single-use products and cannot be reused.

⸻

Can the ice eye mask and ice face mask be reused?

Yes. Both the ice eye mask and ice face mask are reusable.

⸻

Can the ice eye mask or ice face mask be heated?

Although they are primarily designed for cold therapy,
you may also warm them by placing them in warm water to use as a gentle heat compress.

⸻

How long can I wear the ice eye mask or ice face mask at one time?

We recommend wearing it for no more than 20 minutes per session.

⸻

Can the sleep eye mask be washed?

Yes. The sleep eye mask can be washed normally using water below 90°F (32°C) and a mild detergent.
Avoid washing with dark-colored garments.

⸻

Where can I find more usage notes?

For additional precautions or instructions, please refer to the back of the product packaging.

⸻

Can I use the product every day?

Absolutely. Our products are designed for regular, stress-free relaxation.

⸻

What if I receive a defective product?

We’re truly sorry. Please contact us with your order number and a photo of the issue,
and we will arrange a replacement or refund immediately.

⸻

Do you support returns and refunds?

Yes. As long as the product is unused and does not affect secondary sales,
we can support returns or refunds.
Please contact us first so we can assist you smoothly.

⸻

What if I encounter discomfort during use?

Please remove the product immediately and contact us.
Your comfort and safety matter most to us.

⸻

When will my order be shipped?

Orders are usually processed within 24 hours on business days.
Tracking information will be emailed to you once shipped.

⸻

How long is delivery?

Delivery times depend on your region, typically 3–12 business days.
We will keep you updated along the way.