Support Center
Acewin Heated Eye Mask — Help & Support
Everything you need to get the most out of your cordless heated eye mask.
01 Frequently Asked Questions
How long does a full charge last?
A full USB-C charge supports multiple sessions. Charging takes about 1.5–2 hours; the indicator light shows while charging and turns off when fully charged.
How do I adjust the temperature and how warm does it get?
Press the power button to cycle through the 3 heat levels (approx. 113°F / 131°F / 149°F). The mask delivers an even, gentle warm compress around your eyes — soothing, never hot.
How long is one session?
Each session runs on a built-in 15-minute timer and then shuts off automatically for safety. Simply press the button again to start a new session.
Can I wear it with contact lenses?
We recommend removing contact lenses before use so your eyes can fully relax during the warm compress.
How do I clean the mask?
Wipe the inner cushion with a soft, slightly damp cloth. Do not submerge the mask in water or machine wash it, as it contains electronic components.
Is it safe to fall asleep while wearing it?
Yes. The automatic shut-off timer ends each session on its own, so it is safe to relax or drift off during use.
02 Troubleshooting
The mask won't turn on
Charge it for at least 30 minutes, then press and hold the power button for 2–3 seconds. If it still doesn't respond, try a different USB-C cable or adapter.
It isn't heating up / doesn't feel warm enough
Make sure the battery is charged and press the button to select a higher heat level. Warmth builds gradually over the first minute or two of a session.
It won't charge / no charging light
Confirm the cable is fully seated and use a standard 5V USB adapter or computer port. Avoid high-output fast chargers, and test with another cable if the light doesn't appear.
It turns off by itself during use
This is normal — the mask ends each session automatically on the 15-minute safety timer. Press the power button again to restart.
The heat feels uneven
Adjust the strap so the mask sits flat and centered against both eyes. A snug, even fit ensures the warmth is distributed evenly.
03 Warranty
Your Acewin Heated Eye Mask is covered by a 12-month limited warranty from the date of purchase against defects in materials and workmanship under normal use.
The warranty does not cover damage from misuse, accidental damage, water immersion, or unauthorized modification. To make a warranty claim, please provide your Amazon order ID and a short description of the issue so we can arrange a replacement or resolution.
Still need help? For Amazon order-related assistance, please contact us through your Amazon order.