Shipping policy

Shipping Information

We process orders within 24-72 hours and typically deliver within 7-15 business days. However, due to high demand, shipping times may occasionally extend to 16-30 days. Rest assured, all shipments include tracking for your convenience. We accept refund requests within 30 days of the delivery date.

We only ship during business days and do not ship on Saturdays, Sundays or holidays. Once your order has shipped, you will receive a Shipping Confirmation email.

For orders with multiple items, products may be shipped separately and received on different dates due to the difference in manufacturing partners’ locations. 

Tracking

All orders are processed with tracking numbers. You will receive an email with the tracking number when you order is dispatched to the carrier's sort facility. 

For some shipping companies, it can take several days for the tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Shipping Address Responsibility

Please double-check that the shipping address you provide at checkout is accurate and up to date. If you move or need to forward your mail after placing an order, here’s what you need to know:

Address Changes

Once your order has been processed or shipped, we may not be able to update the shipping address. If you anticipate a change, please contact us within 24 hours of placing your order, and we’ll do our best to assist.

Address Changes After Shipping

If you move after your order has been shipped, it’s your responsibility to set up mail forwarding with your local postal service to ensure your package reaches your new address. Unfortunately, we cannot be held responsible for undeliverable packages due to address changes.

Undeliverable Packages

We are not responsible for lost or misdelivered packages due to an incorrect address or failure to set up mail forwarding. If the package is returned to us and you request redelivery, additional reshipping fees may apply. 

Please contact us immediately if you receive the wrong item, so we can evaluate the issue and make it right.

Duties, Taxes, and Other Fees:

International shipments may be subject to import taxes, duties and/or customs clearance fees, which are levied once a shipment reaches the recipient's country. These fees are the sole responsibility of the recipient. Skinrae has no control over these charges, nor can Skinrae predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs incurred.

Customs policies vary widely by country. If you have questions we recommend that you contact your local customs office for more information. 

Lost/Stolen/Damaged Packages

Skinrae is not responsible for lost, stolen or damaged packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it and/or file a claim with your respective shipping carrier.

Note: We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests and we may not be able to honor your claim if it is not reported.