Technical Support
Our team of experienced field technicians travels the globe to provide first class onsite services and assistance, while our knowledgeable in-house technical support and customer service teams are standing by to answer your questions.

Need Technical Assistance?

Customer Service 2

Monday-Thursday: 7:30am – 8:00pm ET
Friday: 7:30am – 6:00pm ET
Saturday & Sunday: Closed

Video Library

Visit Daavlin’s Youtube channel for videos on phototherapy, product tutorials and demonstrations (like the one above), patient testimonials, and more.

Don’t want to contact tech support or can’t find a helpful video? Check out our FAQs.

Daavlin has been so awesome and amazing to work with throughout this process.
Eric
(California)

Frequently Asked Questions

  • Are my lamps covered by a warranty?

    Daavlin warrants its lamps for sixty (60) days against defects in material and workmanship and to operate at the time of initial installation in an electrical circuit having the correct characteristics for proper lamp operation. No warranty is made as to useful lamp life or as to reduction in ultraviolet output due to any cause.

  • Can I return my phototherapy device to Daavlin?

    No, Daavlin does not accept returns for phototherapy devices. Our phototherapy devices are prescribed devices—similar to a prescription drug. We are not able to resell used products; therefore, we do not have a buy-back program.

  • Can I use my device in different countries?

    Every Daavlin phototherapy device has a label near the power inlet with a voltage and frequency specification. If the voltage of the country that you are traveling to matches the label, you may use it. If you would like to use your device in countries with a different voltage, contact Daavlin technical support for more information. Depending on the exact machine you have, there are a range of possible solutions.

  • Do I need a prescription to purchase a phototherapy device?

    Yes, the purchase of home phototherapy devices or new lamps requires a prescription from your doctor. If you need help finding a doctor in your area, please take a look at our list of dermatology clinics.

  • Does my phototherapy device fade my clothing?

    Technically, your phototherapy device will fade materials—similar to how sunlight fades clothing. However, it takes years of extended exposure to see a noticeable difference.

  • How can I determine how many exposures I have left?
    ClearLink Controlled-Devices
    If your device is in Time Only or Dosimetric Mode:
    1. Touch the screen to awaken it. You will see the Daavlin Let's be Clear logo.
    2. Touch the screen again and enter your unlock code.
    3. Press the blue arrow to the right. You will see a screen that says Treat Patient or Lock/Sleep.
    4. In the upper, right-hand corner of the screen there is a Settings icon in a grey circle. Press the Settings icon to open the Service main menu.
    5. Select the Machine Info tab. On the next screen in the upper, right-hand corner, select the Treatment Remaining tab.
    6. Once you have the number of treatments remaining you will need to  press the to exit. On the next screen you can press the Exit tab in the lower, right-hand corner. On the next screen, press the Exit tab again. Your device should then be back at the Daavlin Let's be Clear screen.

    If your device is in Guided Mode:

    1. Touch the screen to awaken it. You will see the Daavlin Let's be Clear logo.
    2. Touch the screen again and enter your unlock code.
    3. Press the blue arrow to the right. You will see a screen that asks you about your previous treatment. In the upper, right-hand corner of the screen there is a Settings icon in a grey circle. Press the Settings icon to open the Service main menu.
    4. Once you have the number of treatments remaining you will need to  press the to exit. On the next screen you can press the Exit tab in the lower, right-hand corner. On the next screen, press the Exit tab again. Your device should then be back at the Daavlin Let's be Clear screen.
  • I just received my 7 Series. How should I unbox/uncrate it?

    We have created a video tutorial to help you uncrate and set up your 7 Series:

    https://www.youtube.com/watch?v=nPSjMQ4oENg&t=4s

  • I no longer want my used phototherapy device. What should I do?

    If you no longer use or want your unit, you may dispose of it locally.

    Lamp Disposal
    Daavlin recommends that UV lamps, which contain mercury, be recycled in compliance with your local
    regulations, and not left in the device due to the risk of harm to others. If you are not sure how to dispose of your device’s lamps, please contact your local waste/recycling service and ask them about fluorescent lamp recycling in your area.

    Device Disposal
    Daavlin CANNOT purchase or resell used devices due to regulatory restrictions. Customers who no
    longer wish to use their phototherapy device may dispose of it on their own (with the lamps removed) through
    a local scrap metal dealer/recycler or return it to Daavlin for disposal.

    To return your device to Daavlin:

    1. Notify the technical support (800-DAAVLIN) that you are returning your device for disposal. Be prepared to provide the device’s serial number. Customers are responsible for shipping costs.
    2. Write "FOR DISPOSAL" on the outside of your return unit’s container.

    Note: Daavlin cannot facilitate the sale or donation of a used phototherapy unit.

  • Is my phototherapy device covered under warranty?

    You can find your warranty period in the "Warranty" section of your device's manual. Your warranty begins at the point of installation, typically the date the unit is shipped from Daavlin.

    Your phototherapy device is warranted to be free from defects in workmanship and material for the duration listed in your manual, under normal use and service (excluding lamps). Daavlin will replace or repair any parts that appear to have been defective in material and/or workmanship and, for the term of the warranty, shall bear all costs related to such defect(s) including the cost of parts, labor and shipping. Daavlin may require that smaller units be sent back to the factory for repair.

    This warranty does not apply to any unit which has been used, repaired or altered outside the factory in any way so as to affect the design, or which has been subject to misuse negligence or accident, or operated in any way other than in accordance with our operating instructions. The warranty does not extend to repairs made necessary by use of parts or accessories not recommended by the manufacturer. This warranty does not cover damage in transit.

  • My DermaPal keeps shutting off after prolonged use. What is happening?

    Your unit is likely experiencing a thermal cutout due to not observing the DermaPal's duty cycle.

    Your DermaPal is equipped with a safety feature that will automatically turn off your device if it gets too hot—typically just after the 10-minute mark. Note that different environments may affect how quickly the device reaches the shutoff temperature (an air conditioned room vs. a hot and humid porch). This automatic shutoff can create wear and tear on the unit over time, so we strongly recommend letting the unit rest at the 10-minute mark to avoid this automatic shutoff. If your are treating several areas on your body, you will need to pause treatments and let the unit cool down 10 minutes for every 10-minute window of operation. This is called a duty cycle. If you forget to complete a duty cycle and the unit shuts off automatically, you will need to let it cool down for 30 minutes before using it again.