Frequently asked questions
Detailed answers to everything customers ask before and after a SilverOak purchase. Can't find what you need? Email support@silveroakbeauty.com.
Product — SilverOak PDT Light Therapy Mask
What does the PDT mask actually do?
The mask uses medical-grade Photodynamic Therapy with calibrated Red (630 nm), Near-Infrared (830 nm), and Blue (415 nm) LEDs. Red and NIR stimulate fibroblast activity and ATP production in the dermis to boost collagen and elastin; Blue light targets Cutibacterium acnes bacteria on the skin surface to reduce inflammatory breakouts.
How long until I see results?
Most customers report a visible difference in tone and luminosity after 2–3 weeks. Firmness, fine-line softening, and pore refinement typically become noticeable between weeks 4 and 6 with consistent use (10 minutes per session, 4–5 sessions per week). Clinical-grade collagen remodeling continues for up to 12 weeks.
Is it safe to use every day?
Yes. The mask is FDA-registered as a Class II low-risk LED device and operates well below the thermal damage threshold. We recommend starting with 4 sessions per week and increasing to daily use after the first two weeks if your skin responds well.
Can I use it with my serums or actives?
Apply the mask on clean, dry skin. Avoid photosensitizing actives (high-strength retinoids, AHAs, BHAs) in the 30 minutes before a session. Hydrating serums (hyaluronic acid, peptides, niacinamide) can be applied immediately after to amplify absorption — the increased microcirculation post-therapy enhances ingredient uptake.
Who should NOT use the PDT mask?
Do not use if you are pregnant or nursing, have a history of photosensitive epilepsy, lupus, porphyria, or are taking photosensitizing medication (isotretinoin, certain antibiotics, St John's Wort). Consult your physician if you have a pacemaker or any active skin cancer.
Do I need eye protection?
The mask includes protective eye shields that fully block the LED wavelengths. Keep your eyes closed during sessions even with the shields in place.
Product — SilverOak 5-in-1 Multi-Styler
What are the five attachments?
1) Pre-styling concentrator dryer, 2) Round volumising brush, 3) 1.25-inch Coanda curling barrel, 4) Smoothing dual-bristle brush, 5) Paddle brush for blow-out finishes. All attachments swap with a single magnetic click.
Is it safe for color-treated or chemically processed hair?
Yes. Intelligent heat control caps every attachment at 150 °C (302 °F) and a built-in thermistor measures airflow temperature 40 times per second to prevent extreme-heat damage. Ionic technology reduces frizz and static, and the ceramic-tourmaline coating distributes heat evenly to minimize hot spots on color-treated hair.
Will it work on my hair type?
Designed for all hair types from fine straight to thick coily 4C. Curl retention is strongest on Type 2–3 hair (wavy to curly); Type 4 customers should use the paddle brush attachment with sectioning for best results.
What's the voltage and can I use it overseas?
100–240 V dual voltage with a universal switching power supply. The U.S. unit ships with a Type B plug. You'll need a passive plug adapter for outlets in Europe, Asia, or Australia (no voltage converter required).
How loud is it?
Measured at 78 dB at 1 meter — quieter than a standard high-velocity dryer (typically 85–90 dB), thanks to the V12 brushless digital motor and acoustic-damped airflow.
Shipping & delivery
Where do you ship?
All 50 U.S. states, Washington D.C., Puerto Rico, and APO/FPO/DPO military addresses. International shipping is not currently available.
Is shipping really free?
Yes — free standard shipping (USPS Priority or UPS Ground) on every order, no minimum. Expedited 2-day shipping is available at checkout for $14.95.
When will my order ship?
Orders placed before 1:00 PM ET on a business day ship the same day from our Pittsburgh, PA fulfillment center. Orders after 1:00 PM ET ship the next business day. We do not ship on weekends or U.S. federal holidays.
How long does delivery take?
Standard delivery is 3–5 business days from ship date depending on destination zone. Expedited is 2 business days guaranteed. You receive an email with carrier tracking the moment your label is generated.
What if my package is lost or stolen?
Contact support@silveroakbeauty.com within 7 days of the carrier's 'delivered' scan. We file the carrier claim and dispatch a replacement at no cost while the claim is processed.
Returns, refunds & warranty
What's your return window?
30 days from the delivery date. The 30-day clock starts the day the carrier marks the package delivered, not the day you opened it.
Can I return a device after using it?
Yes. Unused devices in sealed original packaging receive a 100% refund. Devices that have been opened or used receive a 90% refund (a 10% restocking fee covers hygienic inspection, replacement consumables, and certified resale processing — required by FDA guidance on personal-care electronics).
Who pays return shipping?
We do. Email support with your order number and we'll send a prepaid USPS label within one business day.
How long until I see my refund?
Refunds are issued to your original payment method within 3 business days of the return arriving at our warehouse. Bank settlement adds another 5–10 business days depending on your issuer.
What's covered by the warranty?
12 months from purchase against manufacturing defects: failed LEDs, motor failure, charging port failure, controller faults. Cosmetic wear, drops, water damage, and unauthorized modifications are excluded.
How do I claim warranty service?
Email support@silveroakbeauty.com with your order number and a short video or photo of the defect. Approved claims ship a replacement unit within 2 business days; no return of the defective unit is required unless we specifically request it.
Payments & security
Which payment methods do you accept?
All major credit and debit cards (Visa, Mastercard, American Express, Discover, Diners Club, JCB), PayPal, Apple Pay, and Google Pay. We process via Stripe, Square, and PayPal — all PCI-DSS Level 1 certified.
Is it safe to enter my card on your site?
Yes. Card details are entered directly into the payment processor's encrypted iframe (Stripe Elements / Square Web Payments / PayPal Buttons). SilverOak servers never see or store your full card number — only a tokenized reference and the last 4 digits for your receipt.
When is my card charged?
Immediately on order placement. If we cannot fulfill the order for any reason, the charge is fully refunded within 3 business days.
Do you offer payment plans?
PayPal Pay in 4 (4 interest-free payments) is available at checkout for orders between $30 and $1,500. Subject to PayPal's approval.
Is sales tax included?
Sales tax is calculated at checkout based on your shipping ZIP code and applicable state law. SilverOak collects tax in all states where required by economic nexus rules.
Account, orders & support
Do I need to create an account to order?
No. Guest checkout is fully supported. You'll receive an order number by email that lets you track your shipment on our Track Order page.
How do I track my order?
Use the Track Order page with your order number and the email used at checkout. We also email you tracking the moment a shipping label is generated.
Can I change or cancel my order after placing it?
If your order has not yet shipped, email support@silveroakbeauty.com within 60 minutes of placing it and we'll cancel or modify it free of charge. After it ships, treat it as a return.
How fast does customer support respond?
Monday–Friday 9 AM – 6 PM ET: typically under 2 hours. Weekends and holidays: by 11 AM ET the next business day. WhatsApp at (717) 592-0896 is the fastest channel.