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FAQ answers

Placing an Order

How do I purchase from SkinStore.com?
There are four ways to make purchases:

  • Online: Add item(s) to your shopping bag and just follow the checkout process.
  • Over the Phone: Call Customer Support - USA toll free (888) 586-7546 or Outside USA (916) 475-1464. Monday through Friday, 9 AM - 9 PM ET
  • By Fax: Print the SkinStore.com order payment page in checkout. Submit orders any time to (916) 475-1499. We process orders during our regular business hours.
  • Mail: Print the SkinStore.com order confirmation page in checkout. Include your check or money order, or fill out your credit card information and mail to: SkinStore.com; ATTN: Orders; 11344 Coloma Road, Suite 725; Gold River, CA 95670
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How does the shopping bag work?
Each time you add an item to your bag, you will be taken to the shopping bag page. From the shopping bag page you can choose to either Continue Shopping or to proceed to Secure Checkout.

  1. The Secure Checkout will take you through steps to enter a coupon and/or catalog codes, choose your shipping method and shipping address.
    • If you’re a first time customer, you’ll be asked for information to establish your SkinStore.com customer account.
    • If you’re a returning customer, you’ll be asked for your email address and password.
  2. Once you review the order and enter your payment information, you will be prompted to place your order.
  3. We suggest that you print a copy of the order confirmation page for your records.
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What is Express Shopper?
This is an easy way to shop for multiple products within a single brand.

  1. When shopping, select "Express Shop This Brand."
  2. Click each box associated with the product choice that you wish to purchase.
  3. Select "Add to Bag" at the bottom or top of your screen.
  4. You may click "Continue Shopping" for other brands or proceed to Secure Checkout as normal. For further instructions, see "How does the shopping bag work?"
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What happens when an item is out of stock?
We do our best to keep items in stock, but cannot always predict when an item will become highly sought after or when a shipment to our warehouse will be delayed.

For USA: All in-stock items from your order will ship immediately. Any out-of-stock items will ship once they become available, typically within 5 business days. There are no additional shipping charges. If you need further assistance, contact Customer Support at Orders@SkinStore.com. Include your order number and email address associated with your SkinStore.com account. A customer support representative will help you within one business day.

For Outside USA: We’ll notify you via email if an item from your order is out-of-stock. Do nothing and your complete order will ship as soon as the out-of-stock item becomes available. Out-of-stock items typically ship within 5 business days. If you prefer to cancel the out-of-stock item, contact Customer Support at Orders@SkinStore.com. Include your order number and email address associated with your SkinStore.com account. A customer support representative will help you within one business day.

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Tracking an Order

How long does it take to receive my order?
For orders shipped by United States Postal Service (USPS), you can expect delivery in:

  • 3-4 business days for USA 50 states
  • 7 business days for USA territories including Puerto Rico, Virgin Isles and Guam
  • 7-10 business days for Outside USA; some orders can take up to 30 days due to customs inspections

View details and rates.

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How do I know if my order shipped?
As soon as your order is on its way, we’ll email a shipping confirmation. The email address you provide is the one we use for any order updates. To ensure SkinStore.com emails are not blocked by your provider’s filter, you may also want to add Orders@SkinStore.com to your email address book. You can also go to your SkinStore.com My Account page to find order details including shipping dates and tracking numbers.

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What if I don’t get an order/shipping confirmation?
Check your SPAM folder. Sometimes SkinStore.com emails are blocked by your provider’s filter. To keep this from occurring, add Orders@SkinStore.com to your email address book.

If this isn’t the problem, contact Customer Support at Orders@SkinStore.com. Include your concern, order number and the email address associated with your SkinStore.com account. A customer support representative will assist you within one business day.

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What happens if I don’t get my order when I expected to receive it?
Most USA orders are received within 3-4 business days from the time they ship. There can be exceptions due to unexpected weather conditions or other unforeseen events. We ask that you allow up to a total of 7 days for delivery from the time you receive your shipping confirmation. You can view our standard delivery information here.

If you still haven’t received your order, we’ll help track it down and make sure that you get your order as quickly as possible. Contact Customer Support at Orders@SkinStore.com. Include your order number and email address associated with your SkinStore.com account. A customer support representative will help you within one business day.

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How do I track my order?
Your shipping confirmation email includes a tracking number for the order and the delivery carrier’s URL. To review the status of your order, select the link to the carrier’s website and follow directions to enter your tracking number. Tracking information is not provided for international orders shipped via USPS.

You can also go to your SkinStore.com account to find order details including shipping dates and tracking numbers. Enter your email address and password here and select the "order status" button to view your order history.

If you still need assistance please contact Customer Support at: Orders@SkinStore.com. Include your order number and email address associated with your SkinStore.com account. A customer support representative will assist you within one business day.

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Shipping Information

What are my shipping options?


We offer:

USA orders

  • Standard Shipping – FREE to all 50 states on orders over $49
  • Standard Shipping – $5 on orders under $49
  • FedEx – Two-Day Shipping price varies by weight - $10 and up
  • FedEx – Standard Overnight Shipping price varies by weight - $15 and up

Outside USA orders

  • United States Postal Service (USPS) International price varies by weight - $20 and up
  • FedEx International price varies by weight - $30 and up

View details and rates.

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Payment Information

What are my payment options?
We accept the following payment methods:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • Bill Me Later
  • Money Order (USA funds only)
  • Check (USA funds only)
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When paying with a credit card, at what point does SkinStore.com charge my credit card account?
For regular orders, and when setting up an My Refills order, your credit card is charged at the time that you submit your order. All in stock and out of stock items are charged for at the time you submit your order.

For recurring My Refills orders, your credit card is charged at the time your order is processed, according to the frequency you chose.

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Will I be charged sales tax?
Sales tax will be charged on orders shipped to California, Ohio and Washington.

Shoppers in Colorado or Oklahoma – Please see important sales tax information:

State sales tax may be due on non-exempt purchases, including purchases made in Colorado or Oklahoma. SkinStore.com does not collect and is not required to collect state sales tax here. However, this purchase is not exempt merely because it was made via the internet. You may be required to report all purchases that were not taxed, and to pay those taxes. Click here to see important sales tax information regarding the tax you may owe directly to your state.

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Using a Promotional eGift Certificate

When will I get my promotional eGift Certificate?
Your promotional eGift Certificate arrives by email the same day you make a qualifying purchase.

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When can I use my promotional eGift Certificate?
Once you receive your promotional eGift Certificate, it is immediately valid for any new purchase.

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How do I redeem my promotional eGift Certificate?
Enter the unique promotional eGift Certificate code number on the payment page during checkout.

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How many promotional eGift Certificates can I use for one order?
You can use up to a total of 5 promotional eGift Certificates for one order.

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What happens if I have a return?
Your promotional eGift Certificate will become inactive if your return reduces your qualifying purchase.

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Does my promotional eGift Certificate expire?
Yes. All promotional eGift Certificates expire. Please check your certificate for the expiration date.

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Are there promotional eGift Certificate Terms and Conditions?
Yes. Read the complete Terms and Conditions.

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Returns

What is SkinStore's return policy?
Your satisfaction is important to us. If you’re not happy with any product, return the unused portion within 30 days. (60 days for Silk'n SensEpil, PaloVia, BelleCore, and Baby Quasar, and 90 days for Jan Marini Marini Lash)
All returned products are subject to inspection by SkinStore staff. Products found to be altered, over half used, or damaged will not be accepted as returns. The purchase price of returned items will not be refunded to your credit card until items are inspected and approved.

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How do I return a product?
It’s easy. The first step is to Request a Return Merchandise Authorization (RMA) number in one of the following ways:

You can expect to receive your RMA number within one business day. Please read our return policy carefully to ensure that you qualify for a refund.

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How do I return a gift?
If you are returning a gift, please call customer service toll free at (888) 586-7546. For verification, please have your SkinStore packing slip available. Gift returns are subject to the posted return guidelines. See our return policy. Approved returns will be refunded to the credit card of the purchaser.

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Can I make an exchange?
We currently do not accept exchanges.

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What if I have a problem with my order
We make every effort to ensure that your order is correct and arrives in excellent condition. Every packed order is inspected three times for accuracy by our experienced warehouse staff. In addition, all orders are validated by weight to ensure there are no missing or incorrect items. If you do find an error, please contact us immediately via email at orders@skinstore.com or call customer service at (888) 586-7546.

When your order arrives, please inspect it for any damage that may have occurred during shipping. If a product has been broken or damaged during shipping, please call or email a SkinStore customer support representative immediately to receive instructions. Please be sure to keep the box, packaging materials, and the damaged items for inspection by the carrier. If this is not done, we are not responsible to replace the damaged items.

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Your Account

How do I create an account?
Accounts are created as soon as you place one or more items in your shopping bag and proceed to "Secured Checkout." The personal information you enter establishes your account. Whenever you shop, use this email address and password to sign into your account.

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How do I change my billing/shipping address?
You have the opportunity to update your personal information during checkout, including billing and shipping addresses. Review the information carefully for accuracy. Once you submit your order, it is processed right away and we are not able to make changes.

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Can I reset my password?
You can change your password any time. Select "My Account" near the top of any SkinStore.com webpage and enter your email address and password to access your account information. Under "Account Changes" click the "Edit My Account" Button to make updates.

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What are "My Favorites?"
We make shopping easy for your favorite things. Create your own "My Favorites" page by listing products you like and use so you can keep track of what you need.

Getting started is straightforward. You can add a favorite from any product detail page by using the "Add to Favorites" button next to each item image. Just click the "Add to Favorites" button and the products will appear on your personal "My Favorites" page. You can add or remove favorites at any time.

Here are the benefits of having a "My Favorites" list:

  • View your list of favorites while you shop
  • Receive optional email reminders about your favorites
  • Save time when you shop – add to your bag directly from your list
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How do I sign out of my account?
The log out button is accessible on the My Account pages of our website. Also, upon submitting your order you will be promoted to log out on the order confirmation.

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How do I unsubscribe from SkinStore.com emails?
We make shopping easy for your favorite things. Create your own "My Favorites" page by listing products you like and use so you can keep track of what you need.

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What is "My Code?"
"My Code" is your very own 10% promo code. Whenever you use your personal "My Code", you'll get 10% off your purchase – one of many great reasons to shop SkinStore. To retrieve your code, click "My Code" and enter your email address to receive your personal promo code. Then select up to 10 friends with whom to share your code.

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What is "My Payment Methods?"
"My Payment Methods" allows you to save your payment information to your account profile. Add as many cards to your profile as you wish each time you checkout. Use My Payment Methods to change which is your default card for quick and easy purchasing on subsequent visits. Manage other aspects of your payment methods such as updating expiration dates and billing or shipping addresses. For more information, click here.

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How do I save a payment method?"
For your security, payment methods can only be saved during checkout. After entering your payment information, check the box that says "Going mobile? Save this payment information for easier checkout." Your payment method will automatically be saved for future purchases.

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How do I manage "My Payment Methods?"
To manage your saved payment methods, select “My Account” near the top right of any page and enter your email address and password to access your account information and click “My Payment Methods”. You can edit every card in your profile including billing addresses, expiration dates, and names or changing your default card. When updating your information you will be required to enter your card’s verification code and your card will be authorized for a small dollar amount to verify the new information you entered. This small authorization will be removed from your payment account within 3-5 business days.

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What is "My Products?"
My Products helps you manage all the products, gifts and samples you’ve ever purchased. You can sift through all of your orders to view, review or reorder any of your products and sort them all alphabetically, by quantity, by your ratings or by last ordered. You can review any of your items easily by clicking "Rate This Product", reorder by clicking "Add to Bag" or save money on any qualifying products by adding it to our My Refills program. Use the "gifts & samples" tab to view all of your gifts with purchase and samples. For more information, click here.

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How do I view "My Products?"
To view "My Products," select "My Account" near the top of any page and enter your email address and password to access your account information. Click "My Products" to access all of your ordered items.

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My Refills

How do I know if an item is available for the My Refills Program?
If you see this button  on a product page, that product can be automatically shipped. Click the button to go to the setup page.

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How do I set up an item for My Refills?
Click on the Save With My Refills button to go to the setup page. Once on the setup page you’ll:

  1. Choose shipment settings for each product: quantity and frequency. We’ll suggest a frequency based on estimated days of supply – or you can choose your own.
  2. Read and agree to our Terms and Conditions.
  3. Add the item to your bag. Your setup will not be finalized and saved until you complete the checkout for your purchase.
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How do I change my My Refills settings?
Sign in to your SkinStore account and click the Manage My Refills link to view and/or change your My Refills settings.

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How do I change my shipping or billing address?
Sign in to your SkinStore account and click the Manage My Refills link to view and/or change your My Refills settings. When you make an My Refills purchase and change your address, the new address will become the default for your My Refills.

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How do I change my credit card?
Sign in to your SkinStore account and click the Manage My Refills link to view and/or change your My Refills settings. The new credit card will become the default for your My Refills.

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How do I remove an item from My Refills?
You may remove an item from My Refills up to one (1) day before your scheduled ship date by signing in to your SkinStore account and clicking the Manage My Refills link to view and/or change your My Refills settings.

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Can I use a promo code during checkout when I set up an item on My Refills?
Yes and No. Promo codes do not apply to items designated as My Refills. If you are purchasing regular items as part of the same order, a promo code will apply to the regular items only.

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Will I know about a pending shipment in advance?
Yes. We’ll send you a reminder email five (5) days before we send your shipment.

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When will my credit card be charged?
When your order is processed.* We will send you a reminder email five (5) days before we send your shipment.

* Prices and shipping costs subject to change.

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If I have more than one item scheduled for My Refills, will they be sent together?
If you have more than one item scheduled to ship within one week, you’ll receive a consolidated shipment based on the earliest scheduled shipment date.

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How often can I change my My Refills settings?
You may change your settings at any time, but if you have a pending shipment, you must make any changes at least one (1) day before your scheduled shipment.

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Staying Informed

What are your special offers?
SkinStore.com offers special promotions for many of the products we carry. Special promotions change periodically. While shopping, you can select the "Special Offers" link located at the left of many of our pages. Or view promotions here.

Certain items are excluded from offers. Each product detail page indicates if the promotion does not apply. Sale pricing, site wide offers, promo codes, discounts, and other special offers cannot be applied toward prior purchases. Promo codes may not apply to already discounted items. Cash back, mileage or rebate offers are only recognized from the single partner visited immediately prior to purchase. eGift Certificates cannot be purchased with a discount and do not count as part of a total for an order that is eligible for a dollar-off or tiered discount.

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