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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THESE ITEMS ARE FINAL SALE CERTIFIED PEELS DREAM PEEL CUSTOM POTIONS DR. PICKART'S COPPER PEPTIDES/GHK TRIAL SIZES & Makeup
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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 Ship your package.
RECEIVED AN INCORRECT ITEM [excluding free samples]? email support@platinumskincare.com immediately and we will take care of that for you. We apologize!
MISSING AN ITEM? Most samples, and smaller items, will be placed in a ziplock baggie for safety. They may also be rolled in the brown packing paper. Please unroll all pieces to be sure your item is not just snuggled for safekeeping before assuming an item is missing. 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
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).
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 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.
Insurance on every package.
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As of 2-10-2023 *every order is FULLY INSURED! 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.
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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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FILING DEADLINES AND TIME FRAMES
All claims must be filed within a 90 day time frame. 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?
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.
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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. 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.
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, Italy and India. Israel seems to have updated their cosmetic import regulations in a positivi manner. See here. That is up to you, the importer to confirm you have everything in place before placing your order with us.
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:
