Frequently Asked Questions | Skin Pharm

Frequently Asked Questions

Shop Products Subscriptions Treatments Referrals Payment Gift Cards Returns & Exchanges

Shop

Where does Skin Pharm ship?

We currently ship to all 50 states.

When will my order ship?

Processing takes 1-2 business days. You’ll get an email with a tracking number as soon as your package ships.

Orders placed after 12p CST are processed the following business day. Orders placed after 12p CST on Friday (as well as Saturday and Sunday) will begin processing the following Monday.

We now offer expedited USPS shipping, too!

Do you offer expedited shipping?

We do! Standard shipping is free on orders $50+, but if you need it sooner, you can pay for expedited shipping. Expedited orders will be sent via USPS Priority Mail Express for next-day to 2-day delivery, guaranteed. Just select ‘express shipping’ at checkout.

How can I change my shipping address?

If you notice that your order is shipping to the wrong address, please email orders@skinpharm.com with your order number as soon as possible. (We’ll do everything we can to process your request, although we can’t guarantee that changes can be made once your order is placed.)

You can also chat live with our customer experience team! Just hit the chat bubble in the bottom right-hand corner of your screen. They’re available Monday through Friday, 9a-1p CST.

During peak periods (holidays, sales, etc.), our fulfillment team experiences a higher volume of orders and might not be able to accommodate changes once an order is placed. With that in mind, we kindly ask that you carefully review your shipping information at checkout.

Can I cancel my order?

Our fulfillment team starts processing orders quickly, so if you’d like to cancel, please email orders@skinpharm.com with your order number as soon as possible. (We’ll do everything we can to process your request, although we can’t guarantee that changes can be made once your order is placed.)

I have a question about my order. What should I do?

We’re here to help! Please email orders@skinpharm.com.

Products

How can I learn which products are best for me?

You can learn more about our products on individual product pages. We also have a [skin quiz](/content/pages/skin-care-quiz "Skin Pharm Quiz"/index.html) for custom product and treatment recommendations!

If you need additional guidance, we recommend booking a consult with one of our board-certified providers.

Don’t live near a clinic? You can chat live with our customer experience team! Just email orders@skinpharm.com or hit the chat bubble in the bottom right-hand corner of your screen. They’re available Monday through Friday, 9a-1p CST.

What skin types are Skin Pharm products best for?

Skin Pharm products are made with all skin types in mind. They are paraben-free, sulfate-free and cruelty-free.

Can I resell Skin Pharm products?

We intend on the Skin Pharm products you purchase to be used for yourself! By purchasing Skin Pharm products, you agree not to resell or distribute these products for any commercial purposes. We may reject or cancel an order if we have reason to believe that your order is not for your personal use.

Subscriptions

How do I log into my customer account?

You can access your Customer Portal through your Shopify [account login](/content/account "https://skinpharm.com/account"/index.html). If you haven’t created an account, you’ll need to do so using the same email address used at checkout. Once your account is registered, you can log in and access your Customer Portal by clicking on the Manage Subscriptions link.

Alternatively, you can access your account using the [Customer Portal direct link](/content/account "https://skinpharm.com/account"/index.html). This link is normally sent in your Order Confirmation email.

Can I swap a product subscription?

In order to cancel your subscription, you’ll first need to log in to your account. Within the Subscriptions tab, click on the Actions button found next to the subscription you want to cancel and select Swap from the dropdown menu. On the following page, you’ll be prompted to select a new product.

How do I cancel my subscription?

In order to cancel your subscription, you’ll first need to log in to your account. Within the Subscriptions tab, click on the Actions button found next to the subscription you want to cancel and select Cancel from the dropdown menu. On the following page, you’ll be prompted to enter a cancellation reason.

What if I need to update my billing information?

In the Billing Information tab, you’ll find the current method of payment along with your current billing address. (Different than your shipping address.) You’d edit the address in this section if your billing address has changed or if you need to update your email address.

How do I update my shipping address?

Once logged in, click on Subscriptions and click Edit to the right of your address. This only affects your shipping / delivery address, not the billing information related to your method of payment.

I need to skip a delivery. What do I do?

Once logged in, click on Delivery Schedule on the left to see all upcoming deliveries for your subscriptions. To skip a delivery, you can click Skip next to the delivery you’d like to skip. Similarly, to unskip a delivery, you would click Unskip next to the order.

Can I use a gift card to pay for my subscription?

Not at this time. If you’d like to use a gift card, please do so with a one-time product purchase!

I have questions regarding my subscription. What should I do?

We’d be happy to help! Please email orders@skinpharm.com.

Treatments

I have questions regarding my skin treatment. Where can I learn more?

We’ve provided pre-treatment, post-treatment and frequently asked questions (FAQs) on each individual treatment page. Please visit the treatment page that pertains to you to learn more!

Alternatively, you can check out our [treatment guidelines](/content/pages/treatment-guidelines "Treatment Guidelines"/index.html) page for an overview of pre- and post-visit care for each treatment we offer.

Who do I meet with for my consult or treatment?

At Skin Pharm, you’ll always be seen by an [advanced practice provider](/content/pages/providers "Providers"/index.html) — either a nurse practitioner or physician assistant — who specializes in cosmetic dermatology. Our providers are trained in specialties like dermatology and plastic surgery and are trusted experts when it comes to aesthetic medicine.

What does the $150 cost for a skin consult go toward?

The $150 cost goes toward your visit with one of Skin Pharm’s [advanced practice providers](/content/pages/providers "Providers"/index.html). During this visit, we’ll review your history, assess your skin, discuss concerns and goals and develop a plan. Your deposit can be applied to any product or treatment purchase during your visit, too!

What if I don’t purchase anything at this appointment?

The $150 consult cost will then go toward your provider’s time. We hope you find the skin consult valuable and find a product routine or treatment plan suitable for you!

What if I don’t live near a Skin Pharm location?

Take a look at our [skin quiz](/content/pages/skin-care-quiz "Skin Pharm Quiz"/index.html) for custom product and treatment recommendations.

Need a recommendation on what to try next? You can chat live with our customer experience team! Just hit the chat bubble in the bottom right-hand corner of your screen. They’re available Monday through Friday, 9a-1p CST.

Referrals

How does Skin Pharm’s referral program work?

Use your custom referral link to refer your friends. They’ll get $50 off their first visit. When they complete their appointment, we’ll add a $50 credit to your account. It’s yours to use toward in-clinic treatments and products, too.

How many friends can I refer?

As many as you’d like! You’ll get a $50 credit for each friend who uses your referral code or mentions your name at their appointment. Want to refer friends in another clinic city? You’ll get rewarded when they complete their first appointment, too.

How can I redeem my credits?

If you’re an existing patient, your $50 credit will appear in your account after your friend completes their first appointment. Your referral credits are stackable and yours to use toward future in-clinic treatments and products.

If you’re a new patient, we’ll apply your $50 discount when you check out at your first visit.

Can I use my credits online?

Referral credits are yours to use in-clinic only. You can apply them toward treatments and products, too!

Do my credits expire?

No, they’re yours forever.

I have a $50 gift card from a past referral. Is that still valid?

Yes! You can still use your gift card. Referral rewards don’t expire. We’ll just manage them in your BLVD account moving forward.

What are the terms?

Valid for new patient referrals only. $50 new patient referral discount can’t be combined with other offers.

Referral rewards are only redeemable for in-clinic treatments and/or products, no cash value. Referral rewards may vary by location.

Payment

What is your cancellation policy?

Notify us at least 24 hours ahead of your appointment to cancel or reschedule. For Monday appointments, we ask that you cancel or reschedule by Friday of the week prior.

If you arrive more than 15 minutes late for an appointment, we will do our best to see you, but you may be asked to reschedule.

For no-shows and late cancellations, we’ll charge $150 to your card on file.

Do you take insurance or CareCredit?

We do not take insurance or CareCredit.

Gift Cards

How do I buy a gift card?

You can purchase one here and it’ll be emailed directly to the recipient!

How do I redeem a gift card?

Gift cards purchased on or after April 1, 2021 can be redeemed at any of our clinics or online.

Gift card purchased prior to April 1, 2021 need to be redeemed in-office. If you’d like to order products with one of these gift cards, please call our Nashville location to order product and have it shipped.

Do gift cards expire?

No! So good skin doesn’t have to, either.

I have questions regarding my gift card. What should I do?

We’d be happy to help! Please email hello@skinpharm.com.

Returns & Exchanges

What’s your return policy?

We’re sorry you didn’t love your Skin Pharm products!

If you’d like to make a return or exchange, visit returns.skinpharm.com within 30 days of receiving your order.

Enter your order number and zip code or email address, and we’ll generate a free return label for you to ship your products back. We’ll notify you via email once your return has been processed.

If you initiate a return outside of the 30-day window, we’ll provide a code for store credit equal to your original product value(s) instead.

Can I make an exchange?

Of course! If you’re not 100% happy with a particular product, we’ll make it right.

To start your exchange, visit returns.skinpharm.com, enter your order number and zip code or email address, and if needed, we’ll generate a free return label for you to ship back your products. We’ll notify you via email once your exchange has been processed.

Can I cancel my order?

Help, something’s wrong with my order!

Please reach out to orders@skinpharm.com and our e-commerce team will take care of you!

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