Find comprehensive answers to common questions about orders, shipping, products, returns, skincare routines, and more. Can't find what you're looking for? Our customer service team is always ready to help.
Placing an order on our website is simple and secure. Browse our product catalog, add items to your cart, and proceed to checkout. You'll need to create an account or check out as a guest, enter your shipping information, and select your preferred payment method. Once your order is confirmed, you'll receive an email confirmation with your order details and tracking information once your order ships.
Once your order ships, you'll receive a shipping confirmation email containing your tracking number and a link to track your package. You can also track your order by logging into your account and viewing your order history. Simply click on the order you want to track and you'll see the current status and tracking information. Most orders ship within 1-2 business days and include tracking updates at every step of the delivery process.
We offer several shipping options to meet your needs:
Shipping times are calculated from when the order ships, not when it's placed. Orders placed before 12PM EST typically ship the same business day.
Yes, we ship to select international destinations including Canada, United Kingdom, Australia, and many European countries. International shipping costs and delivery times vary by location and are calculated at checkout. Please note that international orders may be subject to customs fees, import duties, and taxes, which are the responsibility of the recipient. We're not responsible for delays caused by customs processing.
Address changes can be made within 1 hour of placing your order. After that, orders enter our fulfillment system and cannot be modified. If you need to change your address, please contact our customer service team immediately at 1-800-771-9499. If your order has already shipped, we may be able to work with the carrier to redirect the package, though additional fees may apply.
Orders can be modified or cancelled within 1 hour of placement by contacting our customer service team at 1-800-771-9499 or via live chat. After this window, orders are processed and cannot be changed. If you need to make changes to a shipped order, you'll need to wait for delivery and then initiate a return.
If your tracking shows your package was delivered but you haven't received it, please check with neighbors, building management, or other household members. Also check any safe areas where packages might be left. If you still can't locate your package after 48 hours, contact our customer service team. We work with carriers to investigate lost packages and can arrange for a replacement or refund depending on the circumstances.
Occasional delays can occur due to high order volume (especially during holidays and promotions), carrier delays, weather conditions, or address verification issues. If your order is significantly delayed beyond the expected delivery window, please contact our customer service team for assistance. We'll work with our carriers to locate your package and provide updates.
We accept returns within 30 days of purchase for a full refund. Products must be unused, unopened, and in their original packaging with all seals intact. Opened or used products can only be returned if they caused an adverse reaction or are defective. Return shipping costs are the customer's responsibility unless the return is due to our error or a defective product. Sale items and gift sets may have different return policies, which will be noted at the time of purchase.
To start a return, log into your account and go to your Order History. Select the order containing the item(s) you wish to return and click "Return Items." Follow the prompts to select the items, provide a reason for the return, and generate a return authorization number and prepaid shipping label (if applicable). Pack your items securely and drop off the package at the designated carrier location. Returns without a valid return authorization number may be refused.
Refunds are processed within 5-7 business days after we receive and inspect your return. The credit will appear on your original payment method within an additional 5-10 business days, depending on your financial institution. You'll receive an email confirmation when your refund has been processed. Please note that it may take one full billing cycle for the credit to appear on your statement.
We don't offer direct exchanges at this time. To get a different product, please return the original item for a refund and place a new order for the item you want. This ensures you get your new product as quickly as possible without waiting for your return to be processed.
We're sorry if you received a damaged or defective item! Please contact our customer service team within 7 days of delivery with photos of the damage and your order number. We'll arrange for a replacement or refund at no additional cost to you. Do not discard the damaged product until we've had a chance to review the issue.
Yes, gifts can be returned within 30 days of the original purchase date. The refund will be issued to the original purchaser's payment method, or we can provide a merchandise credit to the gift recipient. Please contact customer service with the order number (if known) or the gift giver's name for assistance.
Choosing the right products starts with understanding your skin type (normal, dry, oily, combination, or sensitive) and your primary concerns (aging, acne, pigmentation, etc.). Use our Skincare Routine Builder for personalized recommendations based on your unique needs. You can also consult with a SkinCeuticals professional at an authorized partner location or contact our customer service team for guidance. Remember, the best routine is one you'll use consistently!
The general rule is to apply products from thinnest to thickest consistency. Here's the recommended order:
Wait 1-2 minutes between products to allow proper absorption, especially for active serums.
Results vary by product and individual. Generally:
Consistency is key! Use products as directed for the recommended time before evaluating results.
Many of our products are suitable for sensitive skin, and we offer formulations specifically designed for reactive skin types. However, everyone's sensitivity is different. We recommend patch testing new products on a small area of skin before full application. Start with gentle formulations and introduce new actives one at a time. If you have specific skin conditions like eczema, rosacea, or severe allergies, consult with a dermatologist before starting any new skincare regimen.
While many of our products are safe for use during pregnancy, some ingredients—particularly retinoids—should be avoided. We recommend consulting with your healthcare provider before starting any new skincare regimen during pregnancy or while nursing. They can review your specific products and provide personalized guidance based on your health needs.
Yes, you can layer multiple serums to address different concerns. The key is to apply them in the right order (thinnest to thickest) and not to overload your skin with too many active ingredients at once. A typical approach is an antioxidant serum in the morning and a treatment serum (like retinol) at night. If you want to use multiple serums in one routine, wait 1-2 minutes between each to ensure proper absorption.
Unopened SkinCeuticals products typically have a shelf life of 2-3 years from manufacture. Once opened, most products remain effective for 6-12 months, depending on the formulation. Antioxidant serums (especially vitamin C) are best used within 3-6 months of opening for optimal potency. Store products in a cool, dry place away from direct sunlight. If you notice changes in color, texture, or smell, discontinue use.
Vitamin C (L-ascorbic acid) serums can oxidize over time, causing them to turn from clear/pale yellow to orange or brown. Light oxidation doesn't mean the product is ineffective, but heavily oxidized serum (dark brown) should be replaced. To minimize oxidation, store your serum in a cool, dark place and ensure the cap is tightly sealed after each use. Our serums are formulated with ferulic acid and vitamin E to enhance stability.
Product formulations vary. Many of our products are fragrance-free and formulated without parabens. Check individual product pages for complete ingredient lists. We prioritize efficacy and safety in our formulations, using only ingredients that serve a purpose and meet our rigorous quality standards.
Creating an account is quick and easy. Click "My Account" in the header and select "Create Account." Enter your email address, create a secure password, and provide your name. You can also add your shipping address and payment information to speed up future checkouts. Account holders enjoy benefits like order tracking, easy reorders, and exclusive access to promotions.
Account holders enjoy numerous benefits:
Our loyalty program rewards you for shopping with us. Earn 1 point for every dollar spent on eligible purchases. Points can be redeemed for discounts on future orders. Members also receive exclusive offers, birthday rewards, early access to new products, and invitations to special events. Joining is free and automatic when you create an account.
Points can be redeemed at checkout. Once you've accumulated enough points (minimum 100 points), you'll see the option to apply them to your order during the payment step. Points are redeemed in increments—100 points = $5 off, 200 points = $10 off, and so on. Points expire 12 months after they're earned, so be sure to use them!
Click "My Account" and select "Forgot Password" or "Reset Password." Enter the email address associated with your account, and we'll send you a link to create a new password. The reset link expires after 24 hours for security purposes. If you don't receive the email, check your spam folder or contact customer service.
Log into your account and navigate to "Account Settings" or "My Profile." From there, you can update your email address, password, shipping addresses, payment methods, and communication preferences. Changes save automatically. If you have trouble making changes, contact customer service for assistance.
Auto-Replenishment is our subscription service that automatically ships your favorite products at intervals you choose—every 30, 60, or 90 days. You'll save 10% on every auto-replenishment order and never run out of your essential skincare products. It's the most convenient way to maintain your skincare routine without having to remember to reorder.
When viewing a product, select "Subscribe & Save" instead of "One-Time Purchase" and choose your preferred delivery frequency. Add the item to your cart and complete checkout as usual. Your first order ships immediately, and subsequent orders ship automatically according to your selected schedule. You can also add products to your subscription from your account settings.
Absolutely! Log into your account and go to "Manage Subscriptions" or "Auto-Replenishment." From there, you can:
Changes must be made at least 5 days before your next scheduled shipment.
No! Auto-Replenishment has no commitments, contracts, or cancellation fees. You can modify, skip, or cancel your subscription at any time with no penalties. We want you to love the convenience, not feel locked in.
If you find yourself accumulating too much product, you can easily skip a shipment, extend the interval between deliveries, or pause your subscription temporarily. Log into your account and make adjustments at any time. We recommend monitoring your product usage and adjusting your frequency accordingly.
Yes, you'll receive an email reminder 5-7 days before each scheduled shipment. This gives you time to make any changes—modify products, skip the shipment, or update your payment or shipping information. If you don't make any changes, your order will ship automatically.
We accept a variety of payment methods for your convenience:
Absolutely. We use industry-standard SSL encryption to protect all transactions. Your payment information is processed through secure, PCI-compliant payment processors. We never store your complete credit card number on our servers. You can shop with confidence knowing your data is protected.
Enter your promo code in the "Discount Code" or "Promo Code" field during checkout, then click "Apply." The discount will be reflected in your order total. Please note that promo codes cannot be combined with other offers unless specifically stated, and some exclusions may apply (such as sale items or gift sets). Promo codes are case-sensitive.
If your promo code isn't working, it may be due to:
If you believe your code should work and you're still having trouble, contact customer service for assistance.
Generally, only one promo code can be applied per order. However, some promotional offers may be stackable—this will be clearly stated in the promotion's terms and conditions. Gift cards can be combined with promo codes.
Yes! SkinCeuticals gift cards are available in various denominations and make the perfect gift for skincare enthusiasts. Gift cards are delivered by email and can be redeemed online. They never expire and can be combined with other payment methods or promotional offers.
SkinCeuticals products are available at authorized professional partners including dermatology practices, medical spas, and select retail locations. Use our Store Locator to find authorized retailers near you. We recommend purchasing only from authorized partners to ensure you're getting genuine products with proper storage and handling.
Authorized retailers are listed in our Store Locator. We cannot guarantee the authenticity, quality, or efficacy of products purchased from unauthorized sources, including some online marketplaces. If a deal seems too good to be true, it probably is. Counterfeit products can be ineffective at best and harmful at worst.
We welcome partnerships with qualified skincare professionals including dermatologists, plastic surgeons, aestheticians, and medical spa owners. Visit our Professional page or contact our Professional Services team at professional@skinceuticals.com to learn about partnership opportunities, professional pricing, training, and support.
Yes! Many of our professional partners offer in-office treatments featuring SkinCeuticals products, including chemical peels, facials, and combination therapies. These treatments are designed to complement your at-home routine and deliver enhanced results. Use our Store Locator to find partners offering professional treatments in your area.
If you're experiencing technical issues, try these troubleshooting steps:
If problems persist, contact our customer service team with details about the issue, including any error messages and the device/browser you're using.
Yes, our website uses SSL encryption to protect your personal and payment information. You can verify this by looking for the padlock icon in your browser's address bar and the "https://" prefix in the URL. We regularly update our security measures to protect against threats and maintain your trust.
Currently, we don't have a dedicated mobile app, but our website is fully optimized for mobile devices. You can browse, shop, and manage your account from any smartphone or tablet browser with the full functionality of our desktop site.
If you didn't find the answer you're looking for, our customer service team is here to help. We're available Monday through Friday, 9AM to 6PM EST.
1-800-771-9499
Mon-Fri, 9AM-6PM EST
customerservice@skinceuticals.com
Response within 24-48 hours
Available on our website
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