Customer Service Frequently Asked Questions (FAQs)

 Order Status/Shipping/Returns/General

 

Questions

 

Order Status

  1. How do I check the status of my product order?
  2. I need to cancel my order. How do I do it?
  3. I need to change my order. How do I do it?
  4. What circumstances cause a product order to be delayed?
  5. I received an e-mail stating that a product or products in my order were backordered. What does this mean?

 

Shipping/Delivery

  1. I just placed my order. When should I expect to receive it?
  2. Can I expedite an order to any location?
  3. I paid for overnight or 1-day shipping, so why didn't my order ship immediately?
  4. I haven't received my package and I think it's lost. What do I do?
  5. I received my package and a product is missing. What do I do?
  6. I received my package and a product is defective, broken or leaking. What do I do?
  7. Will I have to sign for my package?
  8. All or part of my order contains a beauty item/items that may be considered hazardous, due to alcohol content. Will this delay my order?

 

Returns

  1. I’d like to return the product/products that I purchased. How do I do it?
  2. I’d like to return a product/products purchased with a gift certificate or gift card. How do I do it?
  3. How long does it take to get a store credit or refund on my returned purchase?
  4. How long does it take to get a store credit for your “Partially Used Product Guarantee”?
  5. I lost my return information/slip that was included in my shipment box. How do I return an item without it?
  6. Does your return information work the same for international returns?

 

Payment Information

  1. What forms of payment do you accept?
  2. Is it safe to provide personal information or credit card information on your site?
  3. Is it safe to use my debit card to purchase items online?
  4. Do you accept cashiers checks or money orders?
  5. Do you accept payment by bank wire?
  6. Do you accept any international credit cards?
  7. Do you charge sales tax on any product orders?
  8. My purchase is backordered. What does that mean?
  9. I’m on the monthly payment plan. When am I billed?
  10. I’m on the monthly payment plan. How do I cancel?
  11. What do the buyer protection symbols mean at the bottom of your homepage?

 

Store Credit

  1. What is a store credit and how do I get it?
  2. How do I use a store credit?
  3. I don’t know my store credit balance. How do I get it?

 

Technology

  1. What are cookies? Do I need to enable cookies on my computer's browser?
  2. When I try to place an order, I get an error message. What do I do?

 

PayPal Questions

  1. What is PayPal?
  2. How do I sign up for PayPal?
  3. How do I use PayPal as my payment option?
  4. How does PayPal billing work?
  5. When are funds transferred from my PayPal account for my purchase?
  6. I have questions about my PayPal account. Who do I contact?

 


 

Answers

 

Order Status

  1. Q: How do I check the status of my product order?

    A: Once an order is placed, you can view the status of your order in your account. Simply login and access the “my account” link. Once your order has shipped, shipping info will be available via a link to the shipping provider.

  2. Q: I need to cancel my order. How do I do it?

    A: Please contact the Skin Trends expert customer service team by e-mail or by phone at (855) 851-1100, 9 a.m.-5 p.m. EST Monday through Friday, excluding holidays/weekends. Once an order has shipped, it isn't possible to cancel it.

  3. Q: I need to change my order. How do I do it?

    A: Please contact the Skin Trends expert customer service team by e-mail or by phone at (855) 851-1100, 9 a.m.-5 p.m. EST Monday through Friday, excluding holidays/weekends. As long as your order hasn't shipped, it may be possible to change it. Once an order has shipped, though, changes to your order can't be made.

  4. Q: What circumstances cause a product order to be delayed?

    A: Once a package leaves our warehouse, delivery time is generally out of our control. As long as the information provided for shipping was accurate, we will ship your order on the same business day if your order was placed before 1 p.m. EST. Orders placed after 1 p.m. EST will be shipped the next business day after you complete your order. Orders may also be delayed if credit, shipment info, shipment address or other information provided with your order is either incomplete or questionable. Skin Trends reserves the right to not sell, ship or deliver any orders that it deems questionable, for any reason, including orders placed from locations or (ZIP codes) we deem to be fraud- or risk-prevalent.  We also reserve the right to not sell, ship or deliver any orders/items that are intentionally or accidently incorrectly priced by our staff and/or displayed for purchase.

  5. Q: I received an e-mail stating that a product or products in my order were backordered. What does this mean?

    A: If an item or item purchased is backordered, it means we don't currently have it in stock, but we will have it in stock within a few days. 
    If any one product in your order is backordered, it will ship separately from the rest of your order.

 

 

Shipping/Delivery

  1. Q: I just placed my order. When should I expect to receive it?

    A: Arrival times for orders will vary based on shipping method, location and shipping provider. Generally, normal ground delivery for U.S. domestic orders takes place five to seven business days from the date of initial shipment, unless an expedited shipping method is selected and paid for during the payment process.

  2. Q: Can I expedite an order to any location?

    A: Orders can be expedited to most locations. Expedited orders must be placed no later than 1 p.m. EST on a business day in order to be shipped out the same day. Expedited shipping may not be available to some locations, including P.O. boxes, Military APO/FPO addresses and many International addresses.

  3. Q: I paid for overnight or 1-day shipping, so why didn't my order ship immediately?

    A: Expedited orders must be placed before 1 p.m. EST to ship the same day as order placement. Some items in your order may be backordered and this may delay shipment. We will ship your item/items as soon as it's available for shipment. Feel free to give us a call, if you have any questions regarding a delay in your order.

  4. Q: I haven't received my package and I think its lost. What do I do?

    A: Please check the link provided for the shipping provider to determine the location/status of your package. If the status shows that the product has been delivered, but you do not have it, please do the following:

    • Check with a neighbor to see if your package was left with them.
    • Check with the shipping provider and file a claim if the product is shown to have been delivered, but you did not receive it.

    These two methods of inquiry usually remedy a “lost order” problem.
    It's assumed by Skin Trends that all customers will provide a safe location for us/our shipping providers to ship a product/package to, without the need for  insurance or signature. If you believe that insurance and/or signature delivery is needed for delivery to your location, call to place your order with us and we will add insurance/signature requirement at an added cost.
    Skin Trends is not responsible for lost orders, whether they are signed for by you or not.
    If you have any questions, feel free to contact our expert customer service department by e-mail or by phone at (855) 851-1100.

  5. Q: I received my package and a product is missing. What do I do?

    A: Usually, the missing item or items are backordered. You will receive these items separately, at a later date. If you do not receive these items within two weeks, feel free to contact our expert customer service department by e-mail or by phone at (855) 851-1100.

  6. Q: I received my package and a product is defective, broken or leaking. What do I do?

    A: It's very unusual, but occasionally a product will arrive damaged or defective in some form. Please feel free to contact our expert customer service department by e-mail or by phone at (855) 851-1100. We will ship you a new product along with a return envelope to ship us back the defective/damaged product.

  7. Q: Will I have to sign for my package?

    A: Usually, a signature isn't required for package delivery. In some cases, though, a signature may be required. A delivery company driver may dalso ecide to require a signature at his or her sole discretion.

  8. Q: All or part of my order contains a beauty item/items that may be considered hazardous, due to alcohol content. Will this delay my order?

    A: Any hazardous product can and will be shipped by ground transportation ONLY to areas accessible by ground transportation.

 

Returns

    1. Q: I’d like to return the product/products that I purchased. How do I do it?

      A: To request a return or exchange, you'll need to contact us with information about your order and your reasons for returning it. Please visit Returns / Exchanges page for more information. 

    2. Q: I’d like to return a gift that was purchased from Skin Trends and sent to me. How do I do it?

      A:  If you've received a gift and would like to return it, please contact us with information about the gift (include product name and date received) and we'll help from there. Please visit Returns / Exchanges page for more information.

    3. Q: I’d like to return a product/products purchased with a gift certificate or gift card. How do I do it?
      A: Products purchased with a gift certificate or gift card are treated as standard order and follow our standard return and exchanges process. Visit our Returns / Exchanges page for more information.
  1. Q: How long does it take to get a store credit or refund on my returned purchase?

    A: Once a return is received by our warehouse personnel, it typically takes three to five business days for a credit to reach your account or credit card.

  2. Q: How long does it take to get a store credit for your “Partially Used Product Guarantee”?

    A: Returns under our “Partially Used Product Guarantee” must pass a customer service department review before a store credit can be issued. All return/exchange rules and policy guidelines must be met to qualify for a store credit. If approved, your store credit can be applied toward your next purchase. Once a return is received by our warehouse personnel, it typically takes three to five days for a store credit to reach your account or credit card.

  3. Q: I lost my return information/slip that was included in my shipment box. How do I return an item without it?

    A: Return information can be provided to you by phone or by e-mail. For more information, go to:  Skin Trends: Return/Exchange Policy

  4. Q: Does your return information work the same for international returns?

    A: Yes, it does, except for some minor differences. For more information, go to:  Skin Trends: Return/Exchange Policy 


Payment Information

  1. Q: What forms of payment do you accept?

    A: We accept all major forms of payment by credit, including Master Card, Visa, American Express and Discover. Paypal is also accepted. Payment by check requires prepayment by mail and the clearing of your check before product can ship.

  2. Q: Is it safe to provide personal information or credit card information on your site?

    A: We follow the latest standards of protection for the acceptance of online credit card information. We care about your data, as if it was our own. So, we make every effort to protect your information through proper operational standards and an ongoing review of our electronic security measures, processes and procedures. See our “Safe Shopping Experience” page for more information. 

  3. Q: Is it safe to use my debit card to purchase items online?

    A: Yes, all debit transactions require a “hold” on your funds. This means it will not be available to you once your order is processed. Once processed, the funds will be withdrawn and the “hold” status will be deleted or voided.

  4. Q: Do you accept cashiers checks or money orders?

    A: We accept check on orders by phone. Your order will not be shipped until your check is received by a Skin Trends Representative and the funds have cleared/been paid by your bank. For check orders, mail us your check, the item or items you want to purchase, a phone number, address and e-mail contact. Once your check is cleared, an Expert Service Representative will call you to process your order.

  5. Q: Do you accept payment by bank wire?

    A: No

  6. Q: Do you accept any international credit cards?

    A: No

  7. Q: Do you charge sales tax on any product orders?

    A: Yes, for the State of Florida and any other state or government entity that might require it.

  8. Q: My purchase is backordered. What does that mean?

    A: It means we don't have your product in stock. Generally, items can be restocked within a few days. Your item/items will ship when we receive them in our stock for redistribution to you.

  9. Q: I’m on the quarterly payment plan. When am I billed?

    A: You will automatically be billed once a quarter, based on your purchase date. The billing will follow the shipment of your auto-renewing, auto-ship skin care treatment package.

  10.  Q: I’m on the quarterly payment plan. How do I cancel?

    A: Quarterly billing and auto-renewing, auto-ship skincare treatment package shipments can be canceled up to one week before the product shipment date. Any orders that take place after that date must be paid in full.

  11. Q: What do the buyer protection symbols mean at the bottom of your homepage?

    A. Buyer protection symbols represent companies that ensure the security and quality of the sites you are shopping. The Authorize.net icon shows you that SkinTrends.com is authorized and verified as an approved merchant. Authorize.net is the premier payment gateway for credit card processing. It is PCI DSS-compliant, so it follows strict security measures to protect your data/personal information. The GoDaddy.com icon/certificate shows you that SkinTrends.com is verified and secured by Premium EV-SSL data encryption. The green bar and lock that appears in your URL address bar during our checkout process shows you that your information is protected through encryption. The BBB icon or other merchant-review services represents our current service rating as an online merchant. Our site is hosted at Nexess, a state-of-the-art data center in the United States that houses many online stores. It's also PCI DSS-compliant, so it's diligent about data safety/security and protecting data from bugs, viruses, malware and other malicious computer/data enemies.

 

Store Credit

  1. Q: What is a store credit and how do I get it?

    A: Store credits are provided to specific customer accounts under varying circumstances usually pertaining to returns, exchanges or customer service issues.

  2. Q: How do I use a store credit?

    A: To use a store credit, you must log in under the registered customer account to which the credit is assigned. At checkout, you'll be presented with an option to pay with store credit as an alternative to standard payment methods (Paypal or Credit Card). 

  3. Q: I don’t know my store credit balance. How do I get it?

    A: Your store credit balance can be checked 24 / 7 by logging into your Skin Trends customer account. 

 

Technology

  1. Q: What are cookies? Do I need to enable cookies on my computer's browser?

    A: A cookie is a very small amount of data that's sent to your computer's Internet browser. This data is held on your computer's hard drive. If allowed by your computer's browser, these cookies allow websites to collect anonymous information. This information allows online stores to better support your needs, like the ability to add products to your own individual cart or to access your account information.

  2. Q: When I try to place an order, I get an error message. What do I do?

    A: Please feel free to call a Skin Trends Representative at, toll-free, (855) 851-1100 from 9 a.m.-5 p.m. EST Monday through Friday, except weekends and holidays.

 

PayPal Questions

  1. Q: What is PayPal?

    A: PayPal is a popular form of online payment that allows for secured/guaranteed transactions and purchases. When using PayPal, you don't have to disclose your credit card information to Skin Trends or any other provider.

  2. Q: How do I sign up for PayPal?

    A: Go to: www.paypal.com  

  3. Q: How do I use PayPal as my payment option?

    A: Simply select it as a form of payment in the shopping cart.

  4. Q: How does PayPal billing work?

    A: PayPal withdraws money from your PayPal account immediately after your purchase. You must fund your PayPal account before a transaction can take place.

  5. Q: When are funds transferred from my PayPal account for my purchase?

    A: Immediately

  6. Q: I have questions about my PayPal account. Who do I contact?

    A:  Go to:  www.paypal.com

 
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