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  Nov 23 2014
 


Online Store Policy

Please refer to the following menu of topics. If your issue is not listed here or you have further questions about our products, policies, or ordering procedures please contact customer service at skinspa@live.com

  • Methods of Ordering
  • Accepted Forms of Payment
  • Shipping Information
  • Order Status
  • Returns and Exchanges
  • Damaged and Lost Items Due To Shipping
  • Wholesale/Bulk Item Purchases
  • Privacy & Security
  • Customer Service
  • International Shipping charges * We no longer ship outside the US
  • Mail-In Order Form

Methods of Ordering

Shop and place orders 24 hours every day here on our The SkinSpa Institute Internet site using CardService International as our preferred shopping cart service.

Internet Orders: The shopping cart will configure applicable shipping and/or tax and create a printable copy to be used for non-Internet orders.

By Phone: Please call between the hours of 10 am - 6 pm PST to place your order by phone. Call: 562-427-1025

By Mail: You may also print out the mail-order form (Click Here) and send to The SkinSpa Institute with your payment. * Note - Mail orders will be sent after check clears from the bank.

Accepted Forms of Payment

  • Visa, Mastercard and American Express on Internet, telephone and mail orders (see below).
  • Personal Check, Business Check, or Money Order in U.S. Funds made payable to The SkinSpa Institute on all mail orders.

*Please note that Sales Tax is applicable to orders placed in the state of California. There are no tax charges for any other state outside California.

Shipping Information

Order processing may be 24 to 72 hours. Your order will be sent UPS or USPS. Some products ship directly from the distributor. Your order may be sent in multiple shipments if products are backordered.

BACKORDERS: If an item is out of stock, the item will be placed on backorder status and shipped immediately when in stock. You will be notified only if the item on backorder is anticipated to take longer than two weeks to be received; otherwise the item will ship automatically. You have the option to cancel the backordered items (regardless of wait time) and receive a refund.

*International shipping – we are no longer shipping outside of the US.

Order Status
Check the status of your order anytime by email: skinspa@live.com


Cancelled Orders:

  • You have 48 hours (or until the order has been processed, whichever is longer). If an order has already been shipped it will be treated as a return for Unwanted Items.

Returns and Exchanges
As part of our commitment to customer service, The SkinSpa eStore offers a fair return policy. If you are dissatisfied with any product purchased through our site, you may return the item(s) for an exchange within 30 days of receiving the order. All returns must be received within 30 days. Please be advised that prior authorization is required on all returns. Any returns sent to us without return authorization cannot be accepted. Return acceptance is at the sole discretion of The SkinSpa.

  • All claims (wrong items, damaged goods, price mistakes) must be made within 10 calendar days of receipt of goods, no exceptions.
  • No returns or credits after 30 calendar days, no exceptions.
  • If returning an item(s), you must include all parts, pieces and printed materials in order to be eligible for a refund or exchange.
  • All returns, exchanges and store credits must be approved, in advance by The SkinSpa (1-562-427-1025). Unauthorized returns will be shipped back at customer’s expense.
  • Shipping charges will not be credited unless items were shipped incorrectly by The SkinSpa.
  • Shipping fees are only eligible for refund when the original items were either shipped incorrectly by The SkinSpa or damaged. All other shipping fees are nonrefundable and client is responsible for all return shipment fees.
  • To receive store credit, all goods must be returned in the same condition they were shipped, and in the original container with packing material. You may return any unwanted items within 10 days of receipt.
  • Items must be returned in their original UNOPENED packaging. All returns must be in a suitable, resale condition. We cannot accept returns on opened/used skin care or body care products UNLESS they are spoiled (meaning their condition is not in a safe, usable state or consistent with the nature of the product) or expired. We also do not accept returns on opened skincare and makeup. We also do not accept a return if the makeup is the wrong color. So choose carefully.
  • No exchanges on vitamins, amino acids, or nutritional supplements unless they are over their expiration date, or arrived damaged. All vitamins, amino acids, nutritional supplement sales are final, no returns!
  • Perfumes and essential oils are only eligible for return if damaged during shipping. If approved, returned perfume or essential oil products will be compensated for the value of the product with a SkinSpa store credit. Perfumes should be returned via USPS. Shipping costs are non-refundable.
  • Returned unopened Skincare and/or Cosmetics will be given store credit towards future items, no cash refunds! This must all be cleared by phone ahead of time. We reserve the right to charge a 25% restocking fee for returned items plus cost of shipping.
  • Also, to ensure that your returns are received by The SkinSpa, please make sure to add insurance to your parcels through your preferred mail delivery service.
  • If multiple quantities of the same product are purchased and a return is requested, only one of the same products will be accepted back for store credit. Please be sure that you know and have used the product before purchasing multiple quantities of the same product.
  • We reserve the right to honor any special within our site past or present at any time.
  • You will receive e-mail confirmation when your return is processed and when an exchange item is shipped.
  • Credits/refunds will be issued in the manner in which they are paid. If you return a gift item you will receive a store credit. Regardless of the reason of return (unwanted item or defective/damaged item) please allow 30 days for return processing and refund.

If you have any question regarding the return, exchange or credit of a product, please contact us FIRST!

NO RETURNS OR CREDITS WITHOUT PRIOR AUTHORIZATION, NO EXCEPTIONS.

To receive authorization for a return, please contact Customer Service by dialing 562-427-1025 to process returns. Please allow up to two weeks for the return to be processed, at which time a credit or exchange will be made. If you wish to inquire about your return please call Customer Service at 562-427-1025. Our hours are Tuesday through Saturday 10am- 5pm Pacific time.

Ship returned items to:

The SkinSpa Institute
Attn: Returns
2201 E. Willow St. Suite H
Signal Hill, CA 90755

Customer Service Representatives are here to answer any questions you might have. Please call us Tuesday-Saturday 10-5 pst and we will be happy to assist you.

Customer Service
1-562-427-1025

Damaged and Lost Items Due To Shipping
The SkinSpa Institute is not liable for delayed, lost, stolen or damaged shipments due to carrier (UPS or USPS) error. However, you have the option during checkout to purchase Insurance coverage, which will allow damaged or lost shipments to be replaced or refunded by The SkinSpa Institute.

DAMAGES: Please inspect all orders immediately upon arrival. Within 48 hours of delivery, report any damages or defects directly to the carrier and to The SkinSpa Institute. If you have purchased Insurance then your order will be replaced or refunded. Please allow 30 days for replacement or refund of damaged order to be finalized. If you have not purchased insurance during checkout, you can still file a claim through UPS or USPS (you will need a copy of your purchase receipt and damaged item to file a damage inspection report).

LOST SHIPMENTS: If your shipped order is deemed verifiably lost by fault of the carrier, USPS or UPS, and you have purchased Insurance during checkout, The SkinSpa Institute will replace or refund your order. If it has been over 10 business days (does not include weekends) please contact The SkinSpa Institute to investigate the status of your order. Please allow up to 30 days to locate and verify that your order is irretrievably lost by fault of the carrier (Sometimes "lost" shipments have been misdirected and will arrive).

Wholesale & Bulk Item Purchases
The SkinSpa Institute offers a special discount to anyone who would like to purchase our products in bulk quantity. The % discount depends on the amount of items purchased and is applied to the regular retail price. Free shipping may or may not apply to these orders.

Please Contact The SkinSpa Institute with any large item purchase inquiries to receive an order quote, discount, and a current inventory evaluation. When the order has been agreed upon an invoice will be emailed. Payment can be made through credit card, checks or money orders. Orders are processed when payment is received.

Privacy and Security
All personal information given to The SkinSpa Institute is kept completely private and not shared with any third parties for any reason. For security purposes we do not store credit card information. Website transactions are made through a secure server. For customers who prefer to avoid payment transactions over the Internet we do accept payment through mail or by phone. We never send advertisements or unwanted mail via e-mail or post; You will only ever receive your order invoice through e-mail.

Customer Service
There are several methods to contact customer service for product or order inquiries, comments, and technical difficulties with this website:

E-mail:

Use form on Contact page or email us at skinspa@live.com

Telephone:

(562) 427-1025
Customer Service Hours: 10am to 5pm Pacific Time

Address:

The SkinSpa Institute
2201 E. Willow St. Suite H
Signal Hill, CA. 90755