Hi Naomi, Thank you for taking the time to leave a review. We’re devastated to hear about the issues you’re experiencing with your Shark CryoGlow Mask. It’s understandable how frustrating it must be to have the light randomly dim and need to tap or adjust the mask to get it working properly especially after originally loving it. That’s definitely not the experience we want for you. We appreciate you sharing this feedback, and we’ll be sure to pass it along to the appropriate internal teams. In the meantime, we recommend reviewing the troubleshooting steps in our self‑help guide here: https://support.sharkninja.com/article/FW300-Series-Shark-CryoGlow-LED-Face-Mask-Troubleshooting-Guide If the issue continues after trying those suggestions, please follow the instructions at the end of the guide to reach our support team. We’re here to help make things right. Kind regards, Shark Beauty.

Hi there, Thank you for sharing this with us. We understand how discouraging it can be when a product doesn’t sit quite right, and we appreciate you taking the time to let us know. To help improve the fit, try slipping the mask on first and then adjusting the straps; use the buckles on the back strap to tighten or loosen the fit by sliding them closer together or farther apart until it feels comfortable and isn’t covering your ears. Then adjust the top strap to move the mask up or down so the eye pads sit in the correct position, aiming for the mask to rest centered on your head. We’ve included a link below with more detailed information on getting started and using the mask. https://support.sharkninja.com/en-CA/article/FW300-Series-Shark-CryoGlow-LED-Face-Mask-Getting-Started-with-your-CryoGlow-ca Kind Regards, Shark Beauty.

Hi there, Thank you for sharing your experience. We’re truly saddened to hear that your CryoGlow device stopped working after just a few months of use. We understand how disappointing this must be, especially after doing your research and choosing Shark based on past positive experiences. The CryoGlow was designed to deliver consistent performance and cooling benefits, so it’s concerning to hear that the device is losing charge and shutting off prematurely. We appreciate you trying all the troubleshooting steps, and we’d love the opportunity to make this right. Please reach out to our Customer Care team at 1-855-427-5127 so we can assist you further. Your feedback is incredibly valuable and helps us ensure our products live up to the Shark name you’ve come to trust. Thank you again for bringing this to our attention, we’re here to help. Warm regards, Shark Beauty US

Hi there, Thank you so much for your thoughtful and detailed feedback. We’re glad to hear you loved the mask’s design, straps, and the instant benefits of the cryo function. We’re truly sorry it didn’t meet your long-term skincare goals. You’ve raised an excellent point about the red light therapy being blocked under the eyes, and we appreciate your suggestion for a version without the cryo function in that area. Feedback like yours helps us innovate and improve, and we’ve shared your comments directly with our product development team. We hope you’ll give our products another try in the future. Warm regards, Shark Beauty US