FREQUENTLY ASKED QUESTIONS

We safely accept Visa, MasterCard, American Express, Discover, and PayPal via our highly secured SSL connection. Our secure server software encrypts all your personal information including credit card number, name, and address so that it cannot be read as the information travels over the internet. Once in our system, credit card information is encrypted and password protected. We do not store credit card information.

You can pay by check or postal money order payable to Skin Elite Group LLC. Select “Mail in check” on the order form and send us a personal check or money order in U.S. dollars for the amount of your order. Please note that paying by check slows down your order since we do not ship until funds are cleared.

Sales tax is only collected on orders sent within the state of Texas. Texas law requires that we charge a sales tax on the full amount of the order. By law, charges for shipping and handling are considered part of the product and must be included when the sales tax is calculated.

Make sure that you have entered your credit card information and billing address correctly.

Be sure you have adequate funds in your account.

If everything is correct, please contact our customer service team who would be glad to help you resolve the issue (1-888-400-4472).

After adding your product(s) to your shopping cart, there is an option below your total to enter the code. Simply enter the code and click Apply. This will automatically apply the discount to your order.

If you forget to enter the code in your shopping cart, there is a box near the bottom of the checkout page labeled COUPON CODE/PROMOTIONAL CODE (OPTIONAL) where you may enter the code. Enter the code and click Apply. This will automatically apply the discount to your order.

Only one code is allowed per order.
If you would like to use more than one code, you must enter separate orders.

Please make sure that you are not trying to use more than one code per order and that you have typed the code in correctly.
If you are still having problems with a code after typing it in correctly and making sure you only used one code per order, our customer service team will be glad to help you resolve the issue (1-888-400-4472).

Skin Elite is a professional skin care business which aims to carry a wide selection of the high quality, authentic skin care products suitable for our customer base. As such we work closely with our suppliers to provide the best information, support and professional advice. To ensure we can provide these important services, many of our top brands do not allow discounting and we will exclude these manufacturers from our site wide offers.

Please see below a list of brands who do not allow discounting:*

Avene, Biopelle, Complex Cu3, CosMedix, DefenAge, Dermalogica, EltaMD, Eminence, Glymed Plus, Glytone, Is Clinical, Neova, PCA Skin, Peter Thomas Roth, Revision, SkinMedica.

• Note: List subject to change without notice
• Note: Discounts apply to MRP only. Only one discount is applicable to each item within an order. The larger discount will apply.

• We proudly offer Free Shipping with United States Postal Services (USPS) Priority mail, UPS or FedEx on all merchandise orders within the United States.
• Please note that a few of our products are restricted to ground shipping only and some items will require a signature upon delivery.

Once your order is processed, you will receive an email notification that your order has shipped.

Once processed and shipped, most orders are delivered within 2-3 business days.

Please note that USPS/FedEx delivery times depend on distance and internal factors and therefore cannot be guaranteed.

Please make sure to enter your shipping address correctly before you place your order. If the address is incomplete, it may delay receipt of the package and you will be charged a $15 fee if delivery is refused or undeliverable. This often happens when the apartment or suite number is missing.

We try and use the United States Postal Service (USPS) Priority Mail or First Class Mail or UPS for all shipments. Priority and First Class Mail orders can experience a range of delivery times. Most orders are delivered within 2-3 days. However delivery times can also depend on external factors as well as internal USPS / FedEx factors and therefore cannot be guaranteed.
If your order is in the 48 contiguous states and you have not received it within 14 days after your shipping confirmation, then please contact us immediately. If you are in Hawaii, Alaska or a non-contiguous State, shipments will take up to 14 days for delivery.
Please note we must be contacted within 21 days of shipping notification to address shipping issues, the sooner the better is best in all cases. We can be contacted at [email protected]

We ship UPS, Priority Mail via the United States Postal Service (USPS) or First Class Mail. All items are tracked with delivery confirmation.
Please note that you can only use this confirmation to verify the timing of delivery, not to track packages en route. Packages can be visually tracked whilst in transit using the Route App. Haven’t downloaded the app yet? Download Here
Since most people like the convenience of having their package left at their door, we do not normally require a signature. However, if you prefer to have a signature confirmation, please note that in the comment section and we will include that option when we process your order.
We are not responsible for a lost or stolen package after delivery is confirmed by the carrier if signature confirmation is not requested.
Please note some of our itmes will require a signature upon delivery in any event.

After your order is processed and shipped, you will receive an email notification with tracking information.

You can track your order by logging into your account and clicking on the Track My Order button located at the bottom right-hand corner of every page.

If you have received the USPS tracking number, you can also check directly with the United States Post Office or 1-800-275-8777 for the status of your package delivery.

If you have not received a tracking number, contact our customer service representatives at [email protected] or 1-888-400-4472

If accordance with our credit card policies we can only ship to "bill-to" addresses for new customers. Once you have established an account with Skin Elite we can ship subsequent orders to different addresses at no extra charge. For account customers we can also ship to multiple addresses. Each address in a multiple address order should be treated as a new order. Simply submit a new order for every address that you are shipping to.

We are sorry, but we do not offer international shipping.

• We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience.
• All our shipments are automatically covered by Route Shipping Insurance.
• Route offers several options to improve the post-purchase experience.
• Once your order is confirmed you will receive an email from Route with a link to file a shipping issue. You can also file a shipping issue on Route's App or via the web here.

• Route is a licensed insurance company with SEG Insurance as its partner.

• Route Protect is a premium package insurance protection for your online orders. All your orders are automatically protected against being lost,damaged or stolen.
• The Route Protect claim process makes it super easy and efficient to file claims for lost, stolen, or damaged packages in the unfortunate case that they arise.
• Yes!! Route Protect covers stolen items. Stolen items are eligible for reorders or refunds.

Route Refunds vs Reorders:
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs and taxes are not included.
Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!

• When your order was confirmed you will have received an email from Route with your tracking details and the option to download the Route App.
• The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
• Making claims using the Route App is easy and straightforward, and their industry leading customer services team will quickly work with you to make sure you get the resolution you prefer.


Haven’t downloaded the app yet? Download Here
Need to file a shipping issue? File Here

Marked As Delivered (Stolen)

● Shipping issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
● Orders over $100 USD require a police report

Stuck In Transit (Lost)

● Shipping issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
● Shipping issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date

Damaged

● File shipping issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.

For Route's Full Policy Details Click Here
For Route's Terms and Conditions Click Here

Our goal at Skin Elite is to have happy and satisfied customers. If you are not completely satisfied with your order, after receipt, you may initiate a return request in your account or by contacting our Customer Service team within 30 days of the purchase date at 1-888-400-4472 or at [email protected].
If there is a Stolen, Lost or Damage during shipping issue, you need to file a claim with Route Insurance within 15 days of the date of delivery.

Please read the following terms and conditions carefully:

Items and brands not available for return:
• Clearance
• Discontinued
• Exchanged item
• Devices
• GlyMed Plus
• June Jacobs

Lost, Stolen or Damaged Items:

• Items lost, stolen or damaged during shipping are covered by Route Insurance. Please file your claim directly with Route Insurance either using the link received within the order conformation email from Route, or via the Route App, or by using the link below. Please file using these links to ensure speedy resolution.
• If making your claim for 'damaged items during shipping', please attach photos of the package and damaged item (required).
• All lost, stolen and damaged claims must be registered with Route Insurance no later than 15 days from when the package was marked delivered.
• When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
• If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at 1-888-400-4472 or at [email protected] and we will be happy to work with you to remedy the situation.
• For lost, stolen or damaged items: File Here

Incorrect Items:

• Must be unopened and in original packaging.
• Can be exchanged or returned within 30 days from date of invoice.
• We will provide a return shipping label.

Reasons other than shipping issues, damage or error:

• Please contact us and we will do our best to help.
• There will be a $5.00 charge deducted from your refund upon receipt of your authorized return.

Once your return request has been approved:

1. You will be issued a return merchandise authorization number (RMA #). Please note we cannot receive returns without a RMA #.
2. Returned items must be posted within 7 days of receipt of the RMA #.
3. Please ensure all returns are unopened and in their original packaging.
4. Free gifts with purchase are to be included in your return unused, or you may be charged for the value of the product.
5. Return shipping costs are the responsibility of the customer unless there was a shipping error or damage. It is important to carefully pack and insure return packages, as we are unable to take responsibility for lost or damaged items during return transportation. Please retain your shipping receipt for proof of dispatch.
6. Address all returns to: Skin Elite, Returns Department, 1260 Harwood Rd., Bedford, TX 76021. It is important to ensure the RMA# is clearly written on the outside of the package.

Within 2 weeks of receiving your return, you will receive a refund, to the original method of payment, or a store credit to your account. Reward Points are non-refundable and earned Rewards Points for the order will be deducted from your account.

Skin Elite reserves the right to reject any return, and to change or update this return policy at any time.

You have 30 days from the date of invoice to return for a full refund or store credit, including the cost of return ground shipping.
Returned items must be unopened and in their original packaging. Please note that we do not refund the original shipping costs.

You can return items for up to 30 days from the date of invoice for a full store credit, excluding the cost of shipping. You are also responsible for the cost of the return shipping. Returned items must be unopened and in their original packaging.

Special, clearance, and discontinued item purchases are final. These items are not available for return.

Please contact us at 1-888-400-4472 or [email protected] to obtain a RMA (Return Merchandise Authorization) number.

Please retain the original packaging with relevant product information including:

Full name and address
Reason for return
Telephone number
E-mail address
Original invoice number
RMA number

Returned items must be posted within 7 days of receipt of the RMA number.

We will process refunds within 2 to 3 weeks of receipt of the returned item(s).

Refunds will be made to the original method of purchase only.

To become an Elite Member, click on Join Now under Elite Member in the top right-hand corner of the page. This will take you to the registration page. Click on Create an Account in the box labeled New Customer Registration. Fill in the fields with your information and then click Create My Account. You now have all the advantages of being an Elite Member!

Once signed into your account, click on the tab labeled Update My Account and make any necessary changes.

Click on My Account at the top right-hand corner of the page. This will take you to Returning Customers Sign-in. Under the Sign In button, click Forgot Your Password? You will be taken to a page where you will enter your email and then click SEND PASSWORD RESET EMAIL. An email will be sent to you with instructions for resetting your password.

You may reset your password by signing into your account and clicking on the Update My Account From there, click on Change Password (under Login information) where you will fill in the fields to change/reset your password.

Your username is simply your email address.

Once logged into your account, click on the tab labeled My Reviews. Write your review and click Submit. Not only will you be giving us valuable feedback, you will earn reward points for each product or customer service review!

If you no longer wish to receive our exclusive offers and promotions, you may unsubscribe at any time by clicking Unsubscribe at the bottom of any of our emails.

Please check out the Elite Membership section at the foot of every page. You earn 1 point for every $1 you spend. 20 points gives you $1 worth of redemption. As you purchase regularly, you can increase you rate of points earning to 1.5 points for every $1 spent, and even 2 points for every $1 spent!

You can check the status of your reward points anytime by clicking on the Rewards section in your account. You will also see your available points total when you check out.

When you checkout you will see a points summary under the Order Summary. Just choose the value you want to redeem and click on apply. It really is that easy!

You can redeem your Rewards Points on any order, including subscription orders, but not at the same time as redeeming a coupon offer.

Call 1-888-400-4472 (toll free) or 1-817-571-8388 to place an order by telephone.

Our hours are Monday – Friday: 9am – 3pm (CST)

Closed Saturday, Sunday, and holidays

Your Elite Rewards points can be used anytime up to 12 months from when they were earned.

Absolutely! Just go to the My Subscriptions section within your account and click on Edit. You can change your payment option, payment method, shipping address, you can choose to ship immediately or even skip a fulfilment.

Just go to the My Subscriptions section within your account, click on edit for the subscription you want to cancel and follow the instructions under ‘cancel subscription’. You can cancel at any time. Please cancel at least 48 hours before a cycle date to ensure your next fulfilment doesn’t ship.

No, coupons are not available for redemption on subscriptions. If you have multiple items in your order, please make a separate order for the subscription items and you can redeem your coupon on the remaining items.

Yes! All orders placed with us will earn Rewards points, net of any discounts. You can place subscriptions, receive your subscription discount, and earn Rewards Points at the same time!