QUICK LINKS: Final Sale - Undeliverable packages - File Claim - US Shipping - Global Shipping - Custom Fees
Returns Policy
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.
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āTHESE ITEMS ARE FINAL SALE CERTIFIED PEELS, DREAM PEEL ALQEMI - EXO-AD *Refrigerated not available for returns. CUSTOM POTIONS, DR. PICKART'S COPPER PEPTIDES/GHK TRIAL SIZES ** ALQEMI and ILLUMINATE LED Refunds available under special circumstances only. Read policy below.
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Please carefully read our Return Policy prior to making a purchase. You are agreeing that you understand these conditions by purchasing an item on our storefront.
You will have 30 days from the delivery of your package to request a return in our Portal.
Most products are available for a return. You will be able to choose between a Refund [- 15% Fee] or a Store Credit without a fee. We apologize, but shipping fees are non-refundable. This goes directly to the carrier for your shipment to be sent. If you are offered a return label to use, the exact cost will be deducted from your return total.
Please see the following additional conditions:
Final Sale:
- All Certified peels*
- Dream Peel*
- Dr. Pickart's copper peptides*
- Custom potions
- Alqemi EXO-AD
- Trial sizes
- Fully used containers
*If your shipment has been received, and you know that you do not wish to keep these items, please do NOT open the shipping container. Mark RTS on the exterior of the box and hand back to the carrier. They will return it to us. USPS Mail you can put in your mailbox. If it is Fedex or UPS you may have to pay for a return label through a local office.
New, Unused condition Only:
These items must be completely factory sealed [shrink wrapped] in unopened, resalable, pristine condition. We will require you to Upload a photo of the item prior to approval.
- ALQEMI EXO-PDRN
- ALQEMI Micro Infusion Suite
- ALQEMI Refill Kit
- Illuminate LED Masks
Wrong product received:
If you received an incorrect product, please email: support@platinumskincare.com with a photo of the item received. You may also upload a photo in our Return Portal. Select wrong item received and be sure to have a photo to proceed. We will gladly get the correct product out to you and send you a return label for the incorrect one. We want to make this right!
Allergies or Reactions:
We here at Platinum Skin Care cannot guarantee that you will not have an allergic reaction, or a negative reaction, to any of our products. Every individual has their own infinite triggers. Understand that it is up to you to do a spot test with any products that you are unsure of. We also have many sample/trial-sized items available for you to test before purchasing a larger size. Every product on the website also has a full ingredient list available for your viewing. If you have a known allergy, it is your responsibility to not purchase this item. Platinum Skin Care will not be held responsible for any outcomes of this nature.
How long will it take to receive my refund?
Once your package arrives to our building, our aim is to process that within one week. Once it has been accepted, you will be issued a refund, or a store credit will be processed. You will receive an email alerting you to the completion of the return.
MISSING AN ITEM?
Most samples, and smaller items, will be placed in a ziplock baggie for safety. They are usually rolled in the brown packing paper for safety during shipping.
Please unroll all pieces to be sure your item is not just snuggled for safekeeping before assuming an item is missing. 99% of the time this is where your item(s) are!
Also, be sure to remove every bit of packaging to find any lost items/papers/manuals at the bottom of your shipping box. *IF you cannot locate your item, let us know immediately by sending us an email with a photo of the items you received. Contact us no later than 72 hours of receipt. email: support@platinumskincare.com
UN-DELIVERABLE packages
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PLATINUM SKIN CARE IS NOT RESPONSIBLE FOR CUSTOMER ADDRESS ERRORS. If you entered the wrong address, or zip code (and/or all other typos) the package will most likely end up getting Returned to us once the carrier can't deliver it. There ARE cases in which it will be delivered though - to You, OR to someone else. This is not the fault of Platinum Skin Care. We will not be held responsible for Reshipping items to you or Refunding you because of the error. RESPOND TO YOUR INVOICE EMAIL SENT IMMEDIATELY AFTER PURCHASE You are emailed an Invoice immediately after you check out on our site. The #1 thing listed at the top is to Check your Delivery address. If there is an ERROR - respond to your email or Call us so that we can get this changed before your order leaves our facility. If you wait until next day - then it will go out as is. Emailing us AFTER the package has shipped will not be of help. USPS will not be able to make address updates. Fedex may be able to hold it. Please keep in contact with the carrier of your choice. Fedex: 1-800-GO-FEDEX USPS: 1-800-275-8777
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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. 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.
Absolutely no one will give you shipping for Free. It has been paid for by YOU! Just in a way you aren't aware of! "Free Shipping" is marketing.
*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.
Insurance on every package.
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As of 2-10-2023 *every order is FULLY INSURED with Cabrella! This is available for all orders global* and domestic. There is nothing you need to do. Insurance coverage is added right into your shipping fees. If your package is lost, damaged or stolen, contact us immediately at: support@platinumskincare.com so we can help you. See here as well.
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*GLOBAL* Non-sanctioned shipping address
- Due to shipping policies in the US, Our Insurance can not cover issues shipped to countries that are sanctioned by the US.
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INSURANCE FILING DEADLINES AND TIME FRAMES All claims must be filed within a 90 day time frame. *Email us immediately. DAMAGES MUST BE PHOTOGRAPHED FOR PROOF. *DO NOT THROW AWAY! Porch piracy must be filed within 20 days of delivery. *Email notices are sent upon delivery. Packages that are scanned delivered ... but you do not have the package MUST fill out a Claim Submission Form of which will be emailed to you directly by the Insurance company on our behalf. Contact us 1-800-917-3155 m-f to file |
How do I file a claim for my lost, stolen or damaged order?
Email support@platinumskincare.com for help.
- Damages - If there are damages, we will require photos of the box/items to show for the claim. Do NOT throw out proof of damage. We must have that to get a replacement.
- Delivered - not there/Porch piracy - If you received an email that your package was delivered, but you can not find it:
- Firstly: check all areas by your home/building, check with immediate neighbors, and with other persons in the household.
- If you are in an apartment complex that has boxes/office deliveries. Please check with them prior to contacting us.
- Your Tracking will show where the package was left. If you can not locate it, and no one has brought it TO you within 3 days of delivery, email us so we can get this taken care of.
- Missing item - There are times that a package was opened by a carrier/worker/? and something was removed.
- There are times the box was opened and was REtaped in a different fashion than we would .. or it can be crushed/ripped. We need a Photo of this damage to show the reason for theft.
- Other times, possibly an item was missed by our packing team. This is VERY rare, as all items are scanned Into the box.
- We apologize, but free samples will not be replaced. You can find them in a clear, ziplock baggie in your packaging. Sometimes they may be placed in a zipper bag KIT (Eye Peel Kit or Lip Peel Kit for example). Many times they are wrapped in the brown paper for safety! Always CHECK and UNROLL your papers! Do not just toss out your samples.
Please alert us immediately upon finding an issue. A delivered package should be inspected within 3 days for any damaged/lost items.
Thank you for your cooperation in getting this taken care of for you in a swift manner.
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 until several hours later. 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.
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During annual sales - Expect a 7-10 day DELAY in shipping your order. All orders are pulled first by day, then by class (express first) and down. You will be emailed on the day your order is scanned by our Carriers at pickup. Thank you for your understanding. :) *Most times it won't be this long.
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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. If you have a concern, please contact the carrier directly and give them your tracking numbers.
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.
Is my delivery guaranteed to be delivered or money back?
No. Delivery times are estimates only. USPS, Fedex and UPS will not honor guarantees unless it is an overnight guaranteed. 2-day is not included. This is standard shipping for us and most packages go out this way. Always remember that times are by business days only and the day of shipment does Not count in the time.
The day you place your order is generally not the day it will leave our facility. This can happen, but only if your order was placed prior to 8am eastern time. If it is placed after this time, it will go out the next business day. Keep in mind if this is a Friday, the next business day will be on Monday. An overnight package placed at 9am on a Friday will not leave our facility until Monday and will not be delivered until Tuesday or Wednesday. Pending carrier times.
UPS and Fedex offer delivery options on the tracking pages. If you require them to Hold your package, or make a special circumstance, Click the Delivery options button and update your information. *They may require you to create an account with them. This is OK, it is a personal account for you only.
UPS - UPS 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 UPS or it will be returned to us. Consider shipping to a work address if you are not home most days.
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.
1. We are happy to ship your package anywhere on the planet we can, but YOU must be aware of your country's import policies and be prepared to accept our package. Some countries require special licensing like Spain (of which we no longer will ship to as they never deliver), Italy and India. Israel seems to have updated their cosmetic import regulations in a positive manner. See here. That is up to you, the importer to confirm you have everything in place before placing your order with us. There is a possible chance that any orders shipped to these zones may not arrive to your destination or back to us. If they do not arrive back in our facility, we can not offer you a refund. Please confirm prior to ordering. You are accepting responsibility for this package.
We have noticed that shipping with the Mail is the best option at times. Asendia would be the option to choose if you are looking to do so.
2. All customs forms are accurately represented with each product. If a package is returned to us refused or non-delivered, we will refund you - shipping fees paid to the carrier.
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 electronically and we can not change prices to make your fees less.
You can SEE exactly what your Fees could be, and change currency, by going to the bottom of the website and clicking the flag:
