Frequently Asked Questions2020-06-14T00:38:39+00:00
  • FAQs

Asked Questions

These are questions our customers asked the most.
If you can’t find an answer here, please don’t hesitate to contact us.


Can I use the mask if I have sensitive skin?2020-05-18T00:35:07+00:00

Yes. The InnoEssence Anti-Aging Hydration Mask is designed to work with all skin types, including the most sensitive skin. Our bio cellulose sheets are hypoallergenic, and the formula does not contain chemicals that can easily irritate your skin.

Do I need to rinse my face after using a face mask?2020-05-18T00:35:04+00:00

Nope, there’s no need to wash off the serum. Our anti-aging serum will continue to work on your face, achieving the younger look. You may apply a moisturizer of your choice to seal in the active ingredients for even better results.

Do I need to put anything on after a sheet mask?2020-05-18T00:32:10+00:00

A sheet mask should replace your serum step. Therefore, apply some moisturizer to lock in the active ingredients for even better results.

In which step of my skincare routine should I apply a face mask?2020-05-18T00:31:44+00:00

A face mask should replace your serum. Here are the recommended steps:

  1. Cleanse
  2. Toner
  3. Mask
  4. Moisturizer
  5. Sunscreen
  6. Makeup
What is the consistency of the serum?2020-05-18T00:31:07+00:00

Our plant stem cell serum is light-weight, and not greasy, yet effective. After using the mask, your skin will be refreshed and revitalized. There won’t be any goopy mess on your face.

Does this work with my skin type?2020-05-18T00:30:39+00:00

The InnoEssence Anti-Aging Hydration Mask is designed to work with all skin types including dry, oily, problematic, aged, mixed, and sensitive. Our serum targets wrinkles and fine lines, redness, and dryness. If you experience any discomfort, please stop using immediately, and consult with your physician.

Can I use the mask warm or cold?2020-05-18T00:28:58+00:00

Yes, you may soak the mask in warm water or leave it in the refrigerator before use. The mask has been through stability tests so you don’t need to worry about damaging the active ingredients.

Why isn’t there much serum left on my face afterwards?2020-05-18T00:28:18+00:00

Thanks to our Nano Capsule absorption technology, our serum particles are 13x smaller than generic serum. The mask is designed to penetrate into the deepest layer of your skin, therefore when you take off the mask, more than 90% of the serum will be absorbed.

Order and Payment

Why haven’t I received an order confirmation?2020-05-18T00:35:13+00:00

Order confirmations can take up to a few hours to reach your email. If you don’t see it, please contact customer service. (Check your spam folder, too. Sometimes they are flagged by the system)

How do I order?2020-05-18T00:34:29+00:00

You may order our products on the product page. InnoEssence is also available on Amazon.com. For additional assistance, please contact customer service.

What payments do you accept?2020-05-18T00:33:18+00:00

Our secured checkout is protected by Stripe.
We accept all major payment methods including:

  • VISA
  • Master Card
  • American Express
  • Discover
  • JCB
  • Apple Pay
  • Google Pay

Shipping and Handling

How do I track my order?2020-05-18T00:23:21+00:00

After you complete an order, an automated purchase confirmation will be sent to your email. It includes your order details and tracking number. Your tracking number may take up to 24 hours to update.

Do you ship outside of the U.S.?2020-05-18T00:21:44+00:00

Yes, we are able to ship outside the U.S. If you do not live in the U.S., please contact customer support for your purchase. Please note that extra shipping charge may apply.

What shipping methods are available?2020-05-18T00:20:54+00:00

We offer currently 2 shipping methods:

  1. Standard (5-8 business days) — complimentary with every order
  2. Express (1-3 business days) — $10.00

Returns and Exchanges

How do I request a return?2020-05-18T00:25:50+00:00

For any return or exchange, please send an email to info@innoessence.com, and we’ll take care of you. Items purchased on Amazon.com will need to be returned through Amazon.

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