AVOID RETURNS: We realize that it can be hard making a choice between the different products, acids, percentages and pH levels, to mention a few. That is why we offer sample/trial sizes ... AND that is why we are here every day M-F from 9-4:30 Eastern (*pending holidays) to answer all of your calls. *Toll Free: 1-800-917-3155. We are also available on Chat, via Email and even on Facebook. We will help you choose the products that will work best for your individual needs.
THESE ITEMS ARE FINAL SALE
- CUSTOM POTIONS
- DR. PICKART'S COPPER PEPTIDES AND GHK
- TRIAL SIZES
I JUST WANT A REFUND: If you purchased a full sized item (used or unused) and then changed your mind, there will be a 15% fee that is taken out of your purchase price. This will be taken out regardless if you have used the product for your full 30 days or not. You may wave this fee if you choose to have a store credit instead of a direct refund.
If you accidentally ordered something and want to avoid this fee, we need to be notified prior to your receiving the product. Then, you have the ability to just mark "return to sender" on your UNopened exterior package. No shipping fees necessary. If you have a global order, or have opened the exterior packaging you will have to go through normal Return channels and fees.
HOW DO I LET YOU KNOW I HAVE A RETURN?: If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button to send us a request. We check these 1-2x per week. If your item is approved, return instructions will be emailed to you. Once we receive your package, within 7 days it will be processed and you will be notified via e-mail that it was completed.
ARE SHIPPING FEES REFUNDABLE? No, I am sorry but we can not refund your shipping fees when you are returning an item. The money you paid for shipping was used to purchase postage to mail you your package one way only.
RECEIVED AN INCORRECT ITEM [excluding free samples]? email firstname.lastname@example.org immediately and we will take care of that for you. We apologize!
HOW LONG WILL IT TAKE TO GET A REFUND?: You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Returned UN-DELIVERABLE packages
OOPS, I ENTERED THE WRONG SHIPPING ADDRESS! If you entered the wrong address, or zip code (and/or all other typos) it will most likely end up getting returned to us once the carrier can't deliver it.
If your package was returned to us for any reason, you will be issued a refund [- shipping] within a few days of us receiving it back. You will receive an email when this is completed.
Domestic packages can take upwards of a few weeks to reach us and several weeks if your order is a global shipment.
WHY DO WE CHARGE FOR SHIPPING?
Many companies out there like to offer "free shipping". Is it really free? We are here to tell you that NO ... it is most definitely not free. Each individual item is marked to a higher price tag to cover your shipping. Estimates are an additional $5+ per item to cover that. Purchased 3 items? That is an extra $15 they just charged for shipping that will cost somewhere between $3-$9. Is it really free? ... Here we price our products fairly and charge exact shipping. No games or hidden fees.
*If you are a skin care junkie - we definitely have our own version of "prime". We call it our VIP Membership Club. You can purchase a membership and get $10 off shipping, 20% off products, 5% off combos and get 2 free samples at checkout. *minimum order required.
Shipping and Insurance
***WEATHER/PANDEMIC DELAYS WITH CARRIERS ARE NOT REFLECTED ON PLATINUM SKIN CARE. THESE DELAYS ARE OUT OF ANYONE’S CONTROL. WE WILL NOT OFFER REFUNDS FOR SHIPPING COSTS. YOUR ROUTE INSURANCE WILL COVER REPLACEMENTS IF YOUR PACKAGE IS LOST.***
As of August 24, 2020 we are offering FULL coverage Route Insurance. This is available for all orders global and domestic.
FULL COVERAGE INSURANCE for your package will automatically be selected at check-out.
Platinum Skin Care WILL NOT cover the replacement of, or issue a refund for packages that are lost, damaged, or miss-delivered, where insurance has been declined.
We realize that no one "wants" to pay for insurance, but with the state of delivery today we feel it is mandatory. Remember, once a carrier (Fedex - USPS) marks a package as "delivered"... there part ends there. We have no recourse without insurance.
Platinum Skin Care is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes, or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not miss delivered or easily found around the premises."
USA LOST PACKAGES: Non-delivered packages must be filed between 7-30 days of last tracking update.
GLOBAL LOST PACKAGES: Non-delivered packages must be filed between 20-30 days of last tracking update.
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
How do I file a claim for my lost, stolen or damaged order?
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
WHEN DO WE PULL AND SHIP ORDERS?
We pull orders every weekday by 8:00 am Eastern standard time. Any orders that come in after that point will not be pulled until the next business day *which could be the following week. If there is a RUSH, you MUST call us directly ( 1-800-917-3155 ) and see if we can pull and ship the order for you that day. An email or Facebook message will not be seen. Our pickups are 3:00 p.m. eastern. Eastern is generally a few hours ahead of the rest of the country, so aim to call us early if you are not on the east coast.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Delays that happen with the shipping company have no reflection on Platinum Skin Care. Once your package leaves our facility we can only track through the shipping provider. Delays would be best handled directly with the shipper and your provided tracking number.
USPS - United States Postal will deliver most packages to your mailbox. Any larger boxes will either be delivered to a front porch/door/... or, if you are in an apartment a front desk or locker. The package may also be held at your local post office for a pick up - depending on the area or circumstances when they attempt delivery. Contact your USPS office if you have questions about a package's whereabouts.
FedEx - Federal Express will NOT deliver into your mailbox. They will either leave the package at your door/porch/... or, if you are in an apartment they will request a signature from you to help avoid your package from being stolen. If you are not there after a few attempts, you will either have to pick it up at Fedex or it will be returned to us. Consider shipping to a work address if you are not home most days.
***Platinum Skin Care is not responsible for verifying each country's import regulations. Please double check before ordering to make the receiving country will accept our parcel. All customs forms are accurately represented with each product. If a package is returned to us refused - we will refund the product price only. Shipping fees are paid to carriers are are forfeited.
**WE APOLOGIZE BUT WE WILL NOT SHIP TO AFRICA DUE TO THE FACT THAT PACKAGES CANNOT BE DELIVERED***
WHY ARE THERE: Levy fees / Import fees / Vat Fees / Customs fees / Duties?
Charging fees on imported goods is a way of protecting countries against cheaper products from third countries. We have no control over fees that may arise if you are purchasing from outside the United States. No part of your order total will reflect pre-paid fees of any kind. We have no role in this other than providing export papers with your items purchased and their prices. This is done automatically and we will not change prices to make your fees less.
- France *generally 8 weeks.
- Italy*may be returned to us.
- Africa *may be returned to us.