FREQUENTLY ASKED QUESTIONS
1. Orders & Shipping
What types of payment do you accept?
We accept Visa, American Express, MasterCard, Discover, Paypal, Venmo, and Affirm. The total dollar amount of your order is allocated at the time your card is approved. If your credit card is declined for any reason, your order will be automatically canceled. If you would like to make a purchase on payments you can sign up for Affirm at checkout. Payment options through Affirm are subject to eligibility, may not be available in all states, and are provided by these lending partners: affirm.com/lenders. CA residents: Loans by Affirm Loan Services, LLC are made or arranged pursuant to a California Finance Lenders Law license
What steps do you take to ensure credit card safety?
Art of Skin Care employs sophisticated encryption to protect the security of your credit card information. Every page that requires personal and credit card information uses Secure Socket Layer (SSL) encryption, designed to render information unreadable should anyone try to intercept it. This special digital certificate encrypts credit card numbers and confirms that we are a secure & authorized site.
My credit card was declined, but I still see a charge on my account from Art of Skin Care. Did my order go through?
If your credit card was declined you may still see a temporary hold on your account from Art of Skin Care. The charge will go away shortly, depending on your bank's policies. Your order will need to be placed again with another form of payment, or by correcting any possible errors in billing address and zip code, or funds availability.
What if I receive the wrong item, something was missing from my order, or a product arrived broken or damaged?
Please contact us right away and our customer care team will take care of you. You can contact us via live chat, by email firstname.lastname@example.org. Do not throw away your box, packaging, or leaking bottles. Pictures are often required for resolution.
What if I need to cancel an order?
You can cancel your order for a refund to your card or store credit, if you do so before your order ships. We do have very fast shipping, so if you get to us too late you will have to go through our returns process.
Can I make changes to my order after it has been placed?
We cannot make changes to an order once it is placed. The best policy is to double-check all orders before checking out. We also cannot guarantee combining separate orders into one shipment due to our fast ship times.
When will my order ship?
We really pride ourselves on quick shipping and most orders are shipped within 24 business hours. UPS 2-Day and Overnight orders must be placed before 12:00pm PST to ship out the same day. UPS cannot deliver to PO boxes! If you have a PO box, please select ground shipping for USPS.
Do you offer free shipping?
We do! All orders $49 and up come with free shipping if you are an AOS Member. Additionally, AOS Members in our Radiant Tier get free shipping on all orders! It's just another little extra thank you for your patronage. To receive your free shipping, you must log in. Of course, you can pay for upgraded shipping on any order. Your choice!
How do I know if I'm an AOS Member for free shipping?
We do! All orders $49 and up come with free shipping if you are an AOS Member. Unsure if you're an AOS Member? If you have an account, you're an AOS Member. Just If you'd like, you can pay for upgraded shipping. Your choice!
Do you ship to PO boxes?
We do, but only through USPS. Unfortunately UPS does not ship to PO boxes.
Which shipping company do you use?
We ship with USPS and UPS. Due to COVID-19 expect delays of 2-7 business days for shipments in the US.
- AOS Member Shipping is available for free on orders over $49. Otherwise it's $6 dollars. We use USPS First Class, USPS Priority Mail, or UPS Ground for AOS Member shipping depending on destination and rates.
- Radiant Member Shipping is available for free on all orders placed by AOS Members who have reached the Radiant tier in our Rewards program.
- UPS Ground is available for $6.
- UPS 2nd Day Air is available starting at $14.
- UPS Next Day Air is available starting at $24. No Saturday delivery. If you order on a Friday, Saturday, or Sunday, the order will ship on Monday. Orders placed Monday thru Thursday afternoon PST will ship the next day.
Do you ship internationally?
We ship to the USA only. Some of our international clients have used the following third-party shippers, but please keep in mind that we do not guarantee delivery through these methods. We also don’t recommend ordering liquid products through third party shippers (like toners) because we have had clients experience difficulty getting them delivered.
Can I place an order over the phone?
Absolutely! Our Customer Care team can help you place an order over the phone Monday-Friday 8:30 am – 4:30 pm PST. Please note however that we cannot redeem loyalty rewards for you over the phone. If you wish to cash in rewards points you will need to place your order at Artofskincare.com. Our Customer Care team can walk you through the process if you are unsure!
I received a notification that my order was delivered but I don’t see it at my house.
First, check-in with your neighbors or around your front door. You would be surprised how many packages are found hiding in a bush! Next, try contacting your local post office. Many times, your package will be sitting on a shelf there waiting for you and the postal worker forgot to leave a note.
What if my package gets lost in the mail or stolen from my doorstep?
If your package has not arrived in the allotted shipping time for the method chosen, please contact us via Live Chat or at Hello@artofskincare.com and we will help you.
2. Returns And Exchanges
Can I cancel my order?
You can cancel your order for a refund to your card, if you do so before your order ships. We do have very fast shipping, so if you get to us too late you will have to go through our returns process.
What is your Return Policy?
We hope that you love everything that you order, but if you are unhappy with any of the products that you receive, you may return them within 30 days for a refund for item value. Products must be less than 50% consumed. Shipping fees are nonrefundable. If an entire order containing a free gift with purchase is returned without the gift, then the retail value of the gift will be removed from the total return value. For example, let's say you place a $150 order and get a free gift added on with a value of $20. If you return the entire order except for the gift, $20 will be deducted from your return value.
Refunds will be made to the original form of payment or as a gift certificate. Refunds issued as a refund to the original form may take 5-10 business days to post, depending on your bank's policies. If you choose store credit as your refund method you will receive a gift certificate for that amount in your email once the return is processed. To make sure it doesn't go to your spam folder make sure you have added "email@example.com" to your safe senders list.
The following products are non-refundable: sample sets, gift certificates, refill products (ie, Botnia refills), gifts purchased with rewards points, the Anma, DermaDisc, MyoLift TriWave, Le Mieux Skin Perfecter, Le Mieux DermaRed, Le Mieux DermaBlue, Le Mieux, Ionized Oxygen Infuser, Time Master Pro, ClareBlend Microcurrent Mini, Millbody Ceramic Gua Sha tools, Facial Toning Boot Camp System, and MTS Microneedle Roller.
3. Product Filtration
That product filtration is quite in-depth! How does it it work?
Thank you! In short, every product has data values assigned to it that allow our website to organize and present them to you. We're particularly proud of the ingredient filtration system which allows for both positive and negative filtration at the same time. So, for example, you could look for a cleanser that contains Salicylic Acid, but does not have any Cinnamon! There's a little more under-the-hood technical wizardry, but at heart it's simple: skincare knowledge transformed into data.
That's neat. But why?
Simple; we're always looking for ways to make it easier for you to find skincare products that deliver results. Precise and advanced filtration allows you to make informed decisions. And of course, our customer service team is still here for you in live chat if you have any questions!
I noticed something that showed up incorrectly when filtering. What's up with that?
Oops! In most cases, that's a mistake or a typo on our end. We're only human after all. If you have the time, feel free to reach out to customer service and we'll fix it. In some fringe cases, it might be a bug. In that case, notifying us is a huge help so we can squash it as soon as possible.
4. Discounts & Rewards
Do you have any discount codes?
We very rarely have discount codes. We do offer a wonderful rewards program and often offer events where you can earn double or even triple points! The newsletter is the best way to learn about future discounts and rewards events. Join the newsletter at artofskincare.com/newsletter.
How do I sign up for Art of Skin Care Rewards?
You are automatically enrolled as soon as you create an Art of Skin Care account! You can do that here: https://www.artofskincare.com/login.php
Will my rewards points ever expire?
Yes, but only if you do not place an order within 24 months. As long as you place at least one order within two years of your previous order, your points won't expire.
5. Gift Certificates
Do you have gift certificates?
Yes! You can purchase them on our Gift Certificate page!
Do gift certificates expire?
No, your gift certificate will never expire.
How do I use my gift certificate?
In your shopping cart there is an area to enter your gift certificate. If you forget and proceed to check out, you can still add it by clicking on” gift certificate” on the right-hand side in “order summary”.
Do you offer samples with orders?
Yes, we send out a sample with every order. Once you're logged in, please visit our Rewards Page to choose either a standard or acne-safe sample. If you have a super-specific sample request, feel free to put it in the comments box at checkout. If we have the sample you want, we will send it!
Do you send out samples alone?
No, unfortunately we do not send out samples without an order.
How much help do I receive in a consultation?
When you sign up for a consultation, you are paired with a licensed esthetician and essentially gain an “esti in your pocket”! You will send photographs of your skin to your esti and talk to them about all of your skin care concerns. They will advise you on products while working within your budget and taking into consideration all your skin’s individual needs. You will receive a personalized protocol as well as tips for your diet and lifestyle to keep your skin healthy. Acne coaching comes with bi-weekly coaching and support for 12 weeks after your initial consultation.
Do I get phone calls or live chats with my esthetician?
Not usually, most correspondence for consultations is done via e-mail. Of course, if you need to call the studio with questions about your orders, you are always welcome to do so at 916-249-2121 or reach out on live chat.