DOWNLOAD PRODUCT INSTRUCTIONS
Below you can download the latest revision of our product instructions.
Our support ticket system is at http://owndoc.com/support/ where you will be helped by either:
- Martina (general support but no product-related questions please unless they are non-trivial and no answer can be found on the relevant sales page, the extended product descriptions in our store, in our forum and our user guidelines). We can not give treatment advice of any kind – only medical doctors are permitted to do that and we are not MD’s.
- Frank (Derminator engineer & webmaster)
- Sarah (issues that have to be raised with our CEO). Sarah’s personal email address can also be found at the bottom of the support ticket page.
- Our support page also has a “knowledgebase” (FAQ). When you found the answer to your question before any of us answered you, please close your support ticket.
Our webmaster Frank is available via both a UK and US phone number in case of issues that absolutely have to be resolved immediately. Also these phone numbers are at the bottom of our support page.
Our dermaneedling forum
99.9% of any conceivable dermaneedling question has been answered on our forum, which has been set to read-only because people kept asking the same questions. Use the search function:
Important information on the suction method:
How to read our instruction PDF’s
Almost all computers have Adobe PDF Reader installed. If not, you can download it here:
Orders are shipped the same or the next working day by priority air mail. The availability of tracking depends on order total and destination country. For tracking before the package has arrived in your country, use http://www.track-trace.com/post. For tracking when the package has reached your country, use your postal service’s own tracking service. In the US this is https://tools.usps.com/go/TrackConfirmAction!input.action. The cooperative mail services’ global tracking system: http://globaltracktrace.ptc.post/gtt.web/
The UK, the Netherlands and Australia do not offer online tracking of International Registered Mail, but they sometimes can give more information by phone when you give them our tracking number. USPS tracking status “Origin Post is Preparing Shipment” does not mean what it says. Four days after we emailed you that we shipped your order, this tracking status means that USPS hasn’t scanned the shipment yet. In January-February 2015, USPS delayed many cargo loads of packages from half the European subcontinent for up to ten weeks. Be advised that this can happen again and that our T&C state that US customers have to wait until 90 days have passed before filing a claim, when sent a tracked shipment.
Email us if you do not receive your order in time, so that we can either issue you a refund or send your order again. We always send an order confirmation email as soon as your order was made and we also send you a dispatch confirmation email when we have mailed your order. If you do not receive the first email within a short time and the second one within a couple of days, please raise a support issue. If you still don’t get our emails, contact our CEO at . She will forward your question to the appropriate person and relay their answer.
It is very important to us that you are a satisfied customer. If there is anything we can help you with, please let us know via our support ticket system.