Have a question? Here are answers to our most frequently asked questions.
1: What is your shipping policy?
We offer free shipping for orders over $49 (after discount and prior to sales tax) and charge $5.95 for standard U.S. orders under $49. We also ship internationally for additional charges on non-restricted products. View our complete shipping policy and shipping locations here.
2: What is your Return Policy?
We offer a 30 day return policy. View our complete policy here.
3: Why do you exclude certain brands from "sitewide" sales?
We wish we could offer a public discount on all of our products, but we are contractually obligated to not set prices under certain MSRP on some items. Discounting these brands publicly would put us at risk of losing the brand entirely.
Please remember that if you purchase a non-discountable product, you may be eligible for Loyalty Reward Points, cash back and free gifts as a thank you for being a valued customer. To view our list of excluded brands, please click on the details link associated with every sitewide sale.
4: Where can I find information on rebates, including expired rebates?
5: How do I qualify for a free gift?
Gifts with purchase are given based on varying criteria such as number of products in your cart, dollar amount spent on an order, specific products in your cart, etc. You will see a gift added to your shopping cart if you qualify. Because of the limited quantities we have of gifts, and the popularity of some free gift offers, we apologize if we run out of the gift you desire before you check out.
6: How do you subscribe or unsubscribe from emails?
You may subscribe to our emails by submitting your email address into the space provided in our footer found at the bottom of every page. To unsubscribe from our emails, scroll to the bottom of the email and click on the "unsubscribe" link. You may also unsubscribe by visiting the "Newsletter Subscriptions" section of your "My Account" after signing in.
7: How do Gift Cards work?
We offer our regular electronic Gift Cards delivered via email in the amounts of $25, $50, $100 and $200. You may purchase them here. These Gift Cards are non-discountable but may be combined with a discount upon redemption.
8: Does SkinBotanica participate on Social Media platforms?
We have set up accounts on multiple social media sites so that you can reach out to us in different ways. Here's a list of where to find our accounts:
9: How do I participate in the Loyalty Rewards Program?
In order to participate in the Loyalty Rewards Program, you must have an account and be logged in during purchase. For more information, please click here.
10: What is Refer a Friend?
The SkinBotanica Refer a Friend Program rewards you and your friends for registering for a new account and buying your favorite skincare products from any of our three sites. The more they buy, the more you save! For more details, click here.
11: I searched for a product, but was unable to find it. Is SkinBotanica able to sell it?
If you are looking for a product from a brand that we carry and would expect to find it on our site, or even one we do not carry today, please email us at firstname.lastname@example.org so we may assist you in locating the product or recommending a suitable alternative.We love hearing from our customers and want to do whatever we can to ensure a first-class customer experience.
12: Does SkinBotanica allow Price Matching?
We are dedicated to offering our customers the best shopping experience possible. This includes generous rebates, loyalty points, free shipping, free samples, free gifts and numerous discounts and promotions, which supersedes the competition. For these reasons, we do not offer price matching.
13: How do I pick the product that is best for my skin?
We have a knowledgeable staff of estheticians that are eager to help you find the product that benefits you most. You can call: 1-877-934-5274 or email: email@example.com
14: Where is SkinBotanica located?
Our corporate office is located in Scottsdale, Arizona, while our brick-and-mortar store is located in Salt Lake City, Utah.
15: Does SkinBotanica offer gift wrapping?
At this time, we do not offer gift wrapping, however, we are working hard to be able to provide this option for the upcoming holiday season.
16: Can I use more than one coupon code?
We do not allow more than one coupon code per order.
17: How do I check my order status?
If you have an account: You can log into your account and click on the "Welcome" at the top of the web page. From there, you can click on "My Orders" on the left side of the page.
18: How do I check my order status if I checked out as a guest?
You can contact customer service by calling: 1-877-934-5274 or emailing: firstname.lastname@example.org
To make your order experience easer and earn loyalty reward points on every purchase, be sure to register for an account before you place your order.
19: If I need to change or cancel my order, is there a cancellation or a service fee?
In order to maintain the best customer experience, we do our best to ship your orders quickly. If we can intercept the order before it ships, there is no service fee to change or cancel your order. If the order has shipped already, please follow the directions here.
20: I keep getting an error message when I enter my credit card. What do I do?
If you receive an error message during checkout, please check to make sure that your information is correct. If you’re still having trouble with your card, please contact your financial institution for further assistance or give us a call at 1-877-934-5274.
21: Why do I need to enter my credit card number after I've entered my gift card information or used my reward points?
If the cost of your order wasn't fully covered by the gift card or rewards points, you will be required to provide additional forms of payment. Please remember that tax and shipping may apply.
22: Why am I charged sales tax?
Due to state laws, we are required to charge tax in the following states:
23: Has my order been shipped?
We will email shipping confirmation once your order has been shipped. You can also log into your account to see your order status.
24: I received my order and part of it was missing/damaged. What do I do?
Please contact us immediately so that we may help resolve the issue. You can contact customer service by calling: 1-877-934-5274 or emailing: email@example.com
25: What does it mean when a product is out of stock?
In the event that your product was out of stock at time of purchase, you can sign up for a notification email for when it comes back into stock. If a product on your order has gone out of stock after purchasing, we will notify you by email. You can also contact customer service by calling 1-877-934-5274 or emailing firstname.lastname@example.org. They will be more than happy to give you any update about a product or order.
26: I forgot my account details. How can I get into my account?
You can go to the login page and follow the prompts to reset your password. If you are still unable to log in, please contact customer service by calling: 1-877-934-5274 or emailing: email@example.com
27: I would like to update my account information. How do I do this?
You can login to your account and make the desired changes by selecting the "Account Information" on the left side of the "My Account" navigation page.
28: I am not receiving my SkinBotanica emails. Why?
If you are not receiving SkinBotanica or SkinCareRx emails, please check your spam folders. For Gmail accounts, please check your promotions folders. If you're still having trouble receiving emails, please contact customer service by calling: 1-877-934-5274 or emailing: firstname.lastname@example.org.