Placing an Order

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

• Online: Add item(s) to your shopping cart and just follow the checkout process.
• Over the Phone: Call Customer Support - USA toll free 888.586.SKIN (7546) or Outside USA 916.475.1464. Monday through Friday, 8AM-11PM ET, Saturday 9AM-5PM ET
• By Fax: Complete a catalog order form or print the SkinStore.com order payment page in checkout. Submit orders anytime to 916.475.1499. We process orders during our regular business hours.
• Mail: Complete a catalog order form or 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

How does the shopping cart work?
Each time you add an item to the cart, you will be taken to the shopping cart. From the shopping cart 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.

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 Cart” at bottom/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 cart work?”

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.

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

View details and rates.

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.

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.

What happens if I don’t get my order when I expected to receive it?
Most USA and Outside 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.

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.

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.

Shipping Information

What are my shipping options?
We offer:

USA orders

• United States Postal Service (USPS) Priority Mail - FREE to all 50 states
• Federal Express - next day and second day shipping

Outside USA orders

• United States Postal Service (USPS) International
• Federal Express – three day shipping

View details and rates.

Payment Information

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

• Visa
• MasterCard
• American Express
• Discover
• Google Checkout
• Bill Me Later
• PayPal
• Money Order (USA funds only)
• Check (USA funds only)

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 Automatic Shipments order, your credit card is charged at the time that you submit your order.

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

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.

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

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

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.

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

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

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

Shopping eCards

Can I use my shopping eCard?
We’re sorry. Shopping eCards have expired and are now no longer valid.

Returns

What is the SkinStore.com return policy?
Your satisfaction is important to us. If you’re not happy with any product, return the unused portion within 30 days. StriVectin SD (6oz) may be returned up to 60 days. No questions, no hassle.

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

• Online — click here
• By email to Customer Support at: Returns@SkinStore.com

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.

Your Account

How do I create an account?
Accounts are created as soon as you place one or more items in your shopping cart 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.

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.

Can I reset my password?
You can change your password anytime. 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.

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
• Receive special discounts exclusively for your listed favorites
• Save time when you shop – add to the cart directly from your list

How do I unsubscribe from SkinStore.com emails?
There are two ways to unsubscribe.

1. Go to the unsubscribe page.
2. On every SkinStore.com email, other than communications about your order, you will find a link to unsubscribe in the email footer.

Automatic Shipments

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

How do I set up an item for Automatic Shipments?
Click on the Automatic Shipments icon (auto ship icon) 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 cart. Your setup will not be finalized and saved until you complete the checkout for your purchase.

How do I change my Automatic Shipments settings?
Sign in to your SkinStore account and click the Manage Automatic Shipments link to view and/or change your Automatic Shipments settings.

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

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

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

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

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.

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.

If I have more than one item scheduled for Automatic Shipments, 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.

How often can I change my Automatic Shipments 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.

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.