Delivery and returns

Where we ship

Skin Diligent US website ships within mainland United States only. At this time, we do not ship to Alaska, Hawaii, Puerto Rico, Guam, Micronesia, Palau, Northern Mariana Islands and the US Virgin Islands. We do not currently ship to PO Boxes or APO/FPO/DPO addresses. For international orders, please visit our main site at skindiligent.com.

Order processing

Orders placed before 10:00 AM EST, Monday through Friday, are intended to be processed and shipped the same business day. Orders placed after 10:00 AM EST, on weekends, or on federal holidays are processed the next business day. During promotional periods or high-volume sales, please allow up to 3 additional business days for processing.

Carriers

We work with a mix of trusted US carriers, including DHL, UPS, and USPS. The carrier and service used for your order will depend on your delivery address, weight and selected shipping method. The carrier name and tracking number will be confirmed in your shipping confirmation email.

Shipping methods and costs

Order tracking

Once your order ships, you will receive a confirmation email with a tracking number. Please allow up to 24 hours for tracking information to become active in the carrier's system.

Delivery times

Estimated delivery times begin once the order has been processed and shipped, not from the date the order was placed. Delivery times are estimates and not guarantees. While we strive for timely delivery, Skin Diligent is not responsible for delays caused by the carrier, weather, or other circumstances beyond our control.

Address accuracy

You are responsible for providing an accurate and complete shipping address at checkout. Please review carefully your shipping address at checkout to prevent any errors or delays. If you need to update your address after placing an order, contact us immediately at contact.us@skindiligent.com with your order details. While we will do our best to accommodate your request, we cannot guarantee changes once an order has been processed.

Damaged or lost shipments

If your package arrives damaged, please retain all packaging materials and contact us within 2 days of delivery at contact.us@skindiligent.com. If your tracking shows the package as delivered but you have not received it, please first check with neighbors, your building's front desk or mailroom, then contact us within 48 hours so we can investigate with the carrier. Skin Diligent is not responsible for lost or stolen packages once they have been marked as delivered by the carrier.

Sales tax

Applicable sales tax is calculated at checkout based on the shipping destination and current state and local tax rates.

Return eligibility

We accept returns of products purchased directly from us.skindiligent.com when the return is initiated within 30 days of the purchase date and the products remain unopened, unused, and in original sealed packaging.

For hygiene and safety reasons, we cannot accept

• Products that have been opened, used, or have a broken or removed protective seal
• Products without their original packaging
• Promotional items, free gifts, gift-with-purchase items, replacement items
• Items sold during promotion period if any, such as Black Friday
• Products purchased from retailers, third-party websites, or marketplaces other than us.skindiligent.com — these must be returned to the original place of purchase

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, this is handled separately from the standard return policy above. Please contact us within 2 days of delivery at contact.us@skindiligent.com with your order number and photographs of the issue including the packaging and the shipping label. We will arrange a replacement or refund.

Adverse reactions

Your wellbeing is important to us. If you experience an adverse reaction to a product, please discontinue use immediately and contact us at contact.us@skindiligent.com. We may request photographs, the batch number, and a description of the reaction.

How to return

To initiate a return, please email us at contact.us@skindiligent.com with your order number, the product or products you would like to return and the reason. We will provide you with a pre-paid shipping label to send your return back to us.

We monitor return activity and reserve the right to refuse returns that do not meet our policy requirements or in cases of abuse.

Refund processing

Once we receive and inspect your return and confirm it meets the eligibility conditions above, we will issue a refund to the original form of payment within 10 business days. Refunds may take an additional 5–10 business days to appear on your statement, depending on your bank or card issuer.