What is your return policy?
We understand that skin care is complicated and want you to have the best outcome with our products. To support you on your journey to healthy skin we encourage you to reach out to our customer service who can help guide you toward the best regimen for your skin needs.
If you wish to make a return please email email@example.com within 30 days of purchase date. Please provide: (1) the order number, (2) name associated with your order, and (3) reason for your return. We will follow up by email with next steps in processing your return. Any delay in communication from customer service will not impact the return deadline.
For International Returns
We are delighted to offer our products around the world and we want to make sure you are making the best selection for your skin needs. Since return shipping overseas can be significant, please reach out to one of our team members at firstname.lastname@example.org for advice before making your order. We will happily accept your return within the 30-day return period but will not provide shipping labels or reimbursements for shipping costs.
How quickly are refunds processed?
Refunds are processed within 5-7 business days of receiving your return. Additionally, it can take a further 5-7 business days for your account to reflect the credit. Refunds can only be refunded to the original form of payment. Ethocyn Skincare will provide shipping labels to all US purchases.
Can I exchange my product?Unfortunately, we do not process exchanges.
Can I make changes to my order or add an item to my order once it has been submitted?
We work hard to help you get your orders as quickly as possible. As soon as the payment is accepted and the order is confirmed, it is immediately in process to be shipped. This means there is only a very small window of time where we can catch your order before it is shipped out. In order to expedite changes please email or call us immediately at 1.800.ETHOCYN (384-6296). We are open Monday to Friday from 9:00am–5:00pm PST.
May I have my order shipped to an alternate address?
Yes, you can have it shipped anywhere you like.
When checking out, on the first page, simply enter the address you would like your package shipped to. Then when entering your payment information, select the bubble at the bottom of the payment page that indicates you're using a different billing address. For credit card payments to clear, the billing address must be entered exactly as it is on your monthly statements.
Do you ship to military addresses?
How much do Domestic (U.S.) Customers have to spend to get free shipping?
We offer free standard shipping within the U.S. on all domestic orders over $200. Standard free shipping is via USPS First Class mail.
How long will it take before I receive my shipment?
***Due to COVID-19, shipments may experience some delays; however, we ensure that you will receive your purchase. In addition to USPS shipping, we have added shipment fulfillment options through UPS. All available shipping options are listed at check-out. You may check the status of your purchase with your order tracking ID listed in your confirmation email. If you have not received your order within 8 business days of purchase, please contact us.
In-stock orders are usually shipped within 48 hours of receipt. Orders placed after 12pm PST on Friday will usually not be processed until the following Monday. We do not ship on holidays.
We ship orders via USPS or UPS. Standard free shipping is via USPS First Class mail which usually takes from 2-5 business days for US addresses. Customers are able to directly choose their preferred method of shipping from our offered options at check-out.
For urgent delivery we offer expedited service through USPS or UPS.
For International delivery times please see below.
Do you ship internationally?
Yes, Ethocyn Skincare has shipped to over 30 countries worldwide (you can put some items in your cart and use the checkout process to see if your country is available). If your country is not on the list or if you have ordered previously but your country is no longer on the list please contact email@example.com and we will try to accommodate your order.
Customs, Duties and Handling Fees:
DHL: For orders shipped via DHL, the customer will be responsible for all shipping costs including any relevant duties, customs fees and handling fees as part of the shipping cost. DHL is the sole shipping method to several countries including UK and Germany due to issues with items being withheld by customs or large fees. Additional charges for taxes and customs clearance must be borne by the recipient.
UPS: For orders shipped via UPS, the customer will be responsible for all shipping costs including any relevant duties, customs fees and handling fees as part of the shipping cost. Additional charges for taxes and customs clearance must be borne by the recipient.
USPS: USPS orders may be subject to import/value added taxes and customs duties/fees levied by the destination country. Additional charges for taxes and customs clearance must be borne by the recipient and in some cases are up to 20% of order value.
Unfortunately we are not able to alter the declared value of packages. In our experience these duties and fees are charged for orders shipped to UK, selected European countries, Canada as well as Australian orders over AU$1000.
Please also note that although we offer a 30-day satisfaction guarantee on our products where we will refund the cost of the products after we have received them back, we cannot cover the cost of return shipping which in some cases is significant. Please see above for returns policy.
How much do international customers have to spend to get free shipping?
We offer free USPS first class international shipping on international orders over $350. Some countries we have had issues with packages making it through to customers we have had to discontinue USPS shipping. For these countries we only offer DHL courier service which has more extensive tracking.
What are your international shipping methods and time frames?
***Due to COVID-19, shipments may experience some delays; however, we ensure that you will receive your purchase. We offer international shipping through USPS, DHL, and UPS where available. All available shipping options are listed at check-out. You may check the status of your order with your order tracking ID listed in your order confirmation email. If you have not received your order within 14 business days of purchase, please contact us.
Products are shipped from our headquarters within 2-3 business days. For first time international orders, we usually confirm orders before shipping to ensure you are receiving the best product matches due to the cost of shipping which may add a further delay. International packages are provided tracking information.
Orders shipped Priority International usually takes 6-14 business days for delivery after shipping. Express International orders will take 3-5 business days for delivery. Delays in customs add to these shipping times and we have had customers in South America and some areas of Europe where orders have taken several weeks to over a month for delivery.For orders shipped to Canada, customers may choose USPS First-Class Mail,which is the most economical service but does not include tracking information. In selecting this service, the customer assumes liability for the package and will not be able to track the package once it has left Ethocyn Skincare. If you prefer to track your package, please choose Priority International or Express International.
If you have any further questions, please contact us.