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.
CBD CANNA - By making a purchase you are demonstrating a clear understanding that we are selling these products as containing CBD (cannabidiol) from hemp oil. These statements have not been evaluated by the FDA and are not intended to diagnose, treat or cure any disease. These products have not been evaluated by the FDA, we make no claims as to any benefits for products containing CBD (cannabidiol). If you decide to purchase our products, you are purchasing these products with the understanding of the present status of CBD (cannabidiol) products.
CBD products are available for a short return window. You will have 5 days *from the delivery of your package* to test it and reach out to us for a refund. Normal 15% fee will apply.
DELIVERED -NOT DELIVERED PACKAGE: If Fedex or the USPS scans your package as delivered to your location, we can not issue you a refund. Insurance does not cover "porch pirating." Your first recourse is to do a quick search. Check with your immediate neighbors on all sides and phone your local post office. They may be able to speak with your delivery driver and find the package quickly. If you are in an apartment complex it is generally at the front office or in your apartment's lock box. You may contact us directly on a case by case basis for potential further help.
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 traceable and/or insured option for your return. If we don't receive the parcel we can't issue you a refund.
THESE ITEMS ARE FINAL SALE
- CUSTOM POTIONS
- DR. PICKART'S COPPER PEPTIDES AND GHK
- TRIAL SIZES
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.
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.
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. We can not give a refund because you want to return something. The funds are not available.
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 email@example.com
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.
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.
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. 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.
- France *generally 8 weeks.
- Italy*may be returned to us.
- Africa *may be returned to us.
Why does tracking show that my international order has been in the same place for several days?
Packages sent outside the United States have to clear customs in the destination country. This process could take days or weeks. Tracking will show the last U.S. city where your order was scanned before leaving the country. After that, tracking will not update until the package has cleared customs. Customs fees and duties may be required in order to obtain your order. If you believe that your order has cleared customs and has not yet been delivered, please check with your local post office to see if the package is being held there. Customs and duties are the responsibility of the buyer. We have no control over how long it takes for international orders to arrive. Please note that many international orders will be routed through a country other than that of its final destination. This is normal and is done to ensure a more secure delivery internationally.