Frequently asked questions
How do I use the TearRestore Mask?
Please refer to the instructions on inside of the TearRestore box and the videos here! Make sure your heat packs are kept at room temperature. They will not get up to temperature if cold.
Can I microwave the heat packs?
No! TearRestore heat packs contain metal triggers and should not be placed in the microwave. The heat packs are reactivated by being placed in boiling water for a few minutes.
Will the heat reach my upper eyelid?
How do I request a refund/return?
Use the link here to download a refund request form. Fill out the form and email to firstname.lastname@example.org and we will respond within seven business days. A request refund form must be attached to the request to receive a refund. TearRestore allows refunds up to 30 days from day of purchase for U.S. orders. No returns accepted for sales outside of the U.S.
Why aren't my heat packs hot enough?
Make sure your heat packs are kept at room temperature. They will not get as hot if they are cold. As long as heat packs are kept at room temperature, they will reach a theraputic temperature!
Can I wear my glasses with the mask?
Yes! The frame of your glasses can be tucked into the strap to help hold the glasses in position. It may take some adjusting and may not work for all types of glasses.
How do I contact TearRestore?
If you need to react out to use you can email email@example.com or call us at 612-584-9232
What if I receive a heat pack that has already been activated? (A solid heat pack)
We make sure our heat packs are not activated when shipped out, and we package them in a way to protect them from handling. Unfortunately, they can sometimes activate during shipping/handling. If this happens you can boil the heat pack(s) for a couple of minutes to reactivate and it should be good as new!
What if a heat pack start to crystallize or become solid after I boil it?
First thing to try is boil the heat packs a little longer. The heat packs can be boiled longer than the couple of minutes recommended in the instructions. The heat packs need to become completely liquid before cooling down, or else the pack will turn back to solid.
Should I use one heat pack over and over until it no longer works, or should I cycle through all of my heat packs?
It is recommended to cycle through all of your heat packs for treatment. This may be beneficial for the stability of the heat packs.