FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Products
Below are some common questions about our products
What makes the Heisr 3-Sided Electric Toothbrush different?
Our 3-sided brush head cleans all tooth surfaces simultaneously, reducing brushing time and improving efficiency — ideal for deep cleaning and gum care.
How long does the battery last?
A full charge typically lasts up to 60- 90 days with regular twice-a-day use.
Is the toothbrush waterproof?
Yes, the toothbrush is IPX7 waterproof, safe to use in the shower.
How often should I replace the brush head?
We recommend replacing the brush head every 3 months or sooner if the bristles become worn.
Is it suitable for sensitive gums?
Yes, the brush has multiple cleaning modes, including Soft Mode, ideal for users with sensitive gums or first-time electric toothbrush users.
Can children use this toothbrush?
Yes, Heisr offers children’s 3-sided electric toothbrushes specially designed for kids’ smaller mouths and softer gums.
They feature gentle cleaning modes and soft bristles to protect developing teeth.
For best results, choose the Heisr Kids Series for children and the standard 3-sided model for adults.
How do I clean and maintain the toothbrush?
After each use, rinse the brush head thoroughly and let it air dry.
Avoid submerging the entire handle in water for extended periods.
What’s included in the box?
Each package includes:
1× Electric toothbrush handle
2× 3-sided brush heads
1× Charging base
1× User manual
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
How long will it take to receive my order?
Most orders arrive within 3–7 business days (including processing and shipping).
Pre-sale items will ship according to the pre-sale date shown on the product page.
Do you ship internationally?
Yes! We ship to most countries using FedEx or UPS.
How much is the shipping fee?
Orders over $39 qualify for free shipping.
For orders under $39, a $5 shipping fee will apply.
Can I change my shipping address after placing an order?
Yes, you can change the address before your order ships for free.
Once shipped, a $10 modification fee may apply, and we cannot guarantee success.
How do I track my order?
Once your order ships, you’ll receive a tracking email.
You can also log in to your Heisr account to check real-time delivery updates.
What is your return policy?
We offer a 30-day free return policy.
If you’re not satisfied for any reason, contact support@heisr.com within 14 days of delivery.
Returns must be unused, undamaged, and in original packaging.
How do I start a return?
Simply email support@heisr.com to request a return authorization.
Our team will provide the warehouse address and return instructions.
When will I receive my refund?
Refunds are issued within 3–5 business days after the returned item passes inspection.
What if I receive a damaged or wrong product?
Please contact us within 3 days of delivery with photos or videos.
We will provide a replacement or full refund, and we’ll cover all related shipping costs.
Do you cover return shipping?
Yes, we offer free return shipping within the 30-day window.
Unauthorized returns may be denied or subject to handling fees.
Do you offer a warranty?
Yes, all Heisr products come with a 2-year warranty covering manufacturing defects and hardware malfunctions.
What happens if I send back a product without contacting support first?
Unauthorized returns may be delayed or denied.
Please always contact support@heisr.com
before sending any item back.
Can I return or exchange an item purchased from another store or distributor?
No. We only accept returns and handle warranty claims for orders placed directly through the official Heisr website.
Orders & Payments
Below are some of are common questions about orders
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Discover, and PayPal.
All payments are processed securely through Shopify Payments.
Is my payment information safe?
Yes, all transactions are SSL-encrypted and handled through trusted third-party gateways.
Heisr never stores your credit card information.
Can I cancel my order after placing it?
Yes, you can cancel your order before it ships and receive a full refund.
Once shipped, the order cannot be canceled, but you can return it after delivery.
I placed an order but didn’t receive a confirmation email. What should I do?
Please check your spam/junk folder.
If not found, contact support@heisr.com and we’ll resend the confirmation.
Do you charge sales tax?
Sales tax is automatically calculated at checkout based on your shipping address.
Can I use a discount code?
Yes, discount codes can be entered at checkout before completing payment.
Only one code can be used per order.
What if my payment failed?
Please check that your card supports international transactions, or try PayPal.
If issues persist, contact your bank or email us at support@heisr.com.
What if my refund hasn’t arrived?
If you haven’t received your refund within 7 business days after confirmation, please:
Check your bank or PayPal account again.
Contact your payment provider — sometimes refunds take extra time.
If still unresolved, contact us at support@heisr.com
for assistance.
Warranty
Here are some frequently asked questions about warranties:
What is covered under the one-year warranty?
Our 2-year limited warranty covers manufacturing defects and hardware malfunctions under normal use.
Please note that toothbrush heads are not included in the warranty coverage, as they are considered consumable parts.
The warranty does not cover damage caused by misuse, accidents, unauthorized repairs, or normal wear and tear.
How do I claim my warranty?
To file a warranty claim, please email support@heisr.com
with:
Your order number or proof of purchase
A clear description (photos/videos) of the issue
Our team will review your claim and provide repair, replacement, or technical support as needed.