Everything about getting your order to you, and back to us if it isn't right. The short version is in the table below. Questions go to support@seraskin.com, answered Monday to Friday, 9 am to 6 pm ET.

Processing

Orders placed before 2 pm ET on a business day leave our warehouse the same day. Orders placed after the cutoff, on weekends or on US public holidays ship the next business day. During product launches, allow up to two business days.

Shipping within the US

We ship to all 50 states, PO boxes and APO/FPO addresses. Express is not available for PO boxes, APO/FPO, Alaska or Hawaii. Those orders go by Standard and can take up to 8 business days.

International shipping

We ship to 27 countries:

• Europe: Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom
• Asia Pacific: Australia, Hong Kong, Japan, Malaysia, New Zealand, Singapore, South Korea
• Americas: Canada
• Middle East: Israel, United Arab Emirates

Choose between two services at checkout: USPS International, 7 to 14 business days, or DHL Express, 2 to 5 business days. Rates depend on weight and destination and appear before you pay.

Prices are in US dollars. Depending on your country, VAT or GST may be added at checkout, and your local customs office may charge import duty when the parcel arrives. Refused parcels are refunded minus the original shipping cost and any return charges from the carrier.

Tracking

A tracking link arrives by email when your order ships, and the first scan can take up to 24 hours to appear. If tracking hasn't moved in 7 business days (US) or 14 business days (international), email us. We will open a claim with the carrier and send a replacement or a refund.

Changing or cancelling an order

We can change the address or cancel an order within 1 hour of it being placed. Once it ships, we can't redirect the parcel, but you can return it unopened when it arrives.

Returns

Unopened, unused products in their original packaging can be returned within 30 days of delivery for a full refund to the original payment method.

If a product didn't agree with your skin

If an opened product caused irritation, email us within 30 days with your order number and a short description. We refund each product once, and you don't need to send it back. Stop using it, and if the reaction lasts more than a few days, see a doctor or pharmacist.

What can't be returned

• Discovery Minis
• Sets that have been opened or are incomplete. Sets are returned whole.
• Products bought from other retailers. Return those where you bought them, listed on our Find a store page.

How to return

1. Email support@seraskin.com with your order number and the items you're returning.
2. US orders: within one business day we send a prepaid USPS label. International orders: we send our returns address, and return postage is yours.
3. Pack the products in their original boxes, ideally in the carton they arrived in.
4. Drop the parcel off within 14 days of receiving the label.

We refund within 5 business days of your return reaching our warehouse. Your bank may take another 3 to 10 business days to show it. Original shipping costs are refunded only when the return is due to our error.

Exchanges

We don't swap items directly. Return the unopened product for a refund and place a new order, which ships the same day if placed before 2 pm ET.

Damaged, wrong or missing items

Glass bottles are packed in molded pulp, but breakage still happens. Email a photo of the item and the outer box within 7 days of delivery. We ship a replacement at no cost, and you don't need to send the damaged item back.

Contact

Email support@seraskin.com or call +1 (212) 555-0147, Monday to Friday, 9 am to 6 pm ET. We reply to emails within one business day. Include the order number from your confirmation email so we can help faster.