Here at Platinum Skin Care we want you to be 100% thrilled with your products.
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 are here every day M-F from 9-5 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.
TRIAL SIZES: If you are not 100% sure what you are getting is right for you, then purchase a trial size! We have a Trial Sized product for 98% of our products. These are nominally priced, and you can get 1-5 uses from each one. Test it out, see if you like it before you purchase the full sized item. **Trial sizes are final sale.
BUT, I NEVER EVEN OPENED THE SHIPPING BOX!: You may return most new, unopened items within 30 days of delivery for a full refund. In most cases you can just write "Return To Sender" in marker on the UNopened box and put it back into your mailbox. They will send it back to us and you will get a full refund [minus original shipping costs] when we receive it.
RECEIVED AN INCORRECT ITEM? We will pay the return shipping costs if the return is a result of our error IE: you received an incorrect or defective item, etc. We will send you the correct item along with a return sticker. Just pop the wrong item back into the shipment box, apply the label we sent you, and drop it in your postal box - within 1 week, please.
I JUST WANT A REFUND: If you purchased a full sized item 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. Shipping will not be refunded. Any shipping fees were used to ship the item to you already. 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 box. No shipping fees necessary.
I USED IT, BUT I WANT TO RETURN IT ANYWAYS!: If you have opened your bottle and used your items that is fine. You may use them for 30- days. By 30 days, if you would like to return your item, then there will be a 15% restocking fee applied. You are responsible for getting the product back to us in a secure way. Choose a trackable and/or insured option for your return. If we don't receive the parcel we can't issue you a refund. ***Peels, Custom Potions, Glominerals, Copper Peptides and Trial sizes are FINAL SALES.
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).
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. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Packages Returned to us:
OOPS, I ENTERED THE WRONG SHIPPING ADDRESS! If you entered the wrong address, and our shipping software does not find it to be an error, it will most likely end up getting returned to us once the post office can't deliver it.
If your package was returned to us due to an insufficient address [apt or suite numbers forgotten ... transposed numbers ... incorrect zip codes...], it was not picked up at the post office by you, or any other reason that it could not be delivered to you. When we receive it back your order will be Refunded [- original shipping fees paid] automatically. 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. When it arrives at our facility it will be promptly handled as stated.
Damaged package or products
If you receive your package and it is damaged or leaking, our insurance provider requires a photograph of the damages in order to do a claim. Do NOT throw away packaging. Please open your package and assess any damages. If the box is intact but a product leaked, please contact us for a replacement. You may email your photograph to firstname.lastname@example.org
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
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.
Coming July 2019 *European Countries will be able to ship Duties pre-paid through Zenda Shipping Partner. Any charges will be listed at checkout. Delivery will be 6-8 days. Countries accepted: Great Britain, Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain (mainland), Bulgaria, Estonia, Hungary, Latvia, Lithuania, Romaina, Slovakia, Slovenia, Spain (Balearics), Croatia, Cyprus, Czech Republic, Greece, Malta, Poland.
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. Companies in some countries can produce their products more cheaply due to lower wages, costs and prices. Adding import duties to these products makes them more expensive, thereby narrowing the price difference and enabling countries to compete more effectively with producers in 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 *unless otherwise notated on the checkout page. We have no role in this other than providing export papers with your items purchased and their prices. This is done automatically and we can not change prices to make your fees less.
Please also note that the shipping rates for the items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound after reaching 13 ounces.