What it Means When Your Order is "ON HOLD"

So, you've ordered from us, and you've checked your order-status to see that what you've ordered is "ON HOLD." What this means, is that the product you've ordered is temporarily on back-order in our inventory. 99% of our inventory ships within 1-2 business days, but occasionally, we may take longer to fill your order. Rarely, does an order take longer than 3 business days to ship. If you would like, you may always write us an email at order@skincarelab.com and inquire about your order. We respond to every email written to us.

Return Policy

All merchandise purchased from SkinCareLab may be returned or exchanged within 10 days, unused and in original condition, for a refund (this excludes shipping charges). If your product has been used, or if your product has been returned without its original packaging, we cannot issue a refund.

Receiving the Wrong Product

In the rare evident that you have received the wrong product from us, or you believe you have received something in error, please notify us immediately, and we will do our best to rectify the situation. In most cases, we will send a UPS driver to your house or office to retrieve the package at our expense. To do that, please email us for our shipping address, and be sure to package your product carefully.

Back-Ordered Products

If a product is back-ordered and the remainder of the order will be sent in a separate package, your credit card will be charged for the entirety of the order. If your order is delivered to you in two shipments because of a back-ordered product, the shipping on your second order will be free. To have a partial order shipped, you must make a request via email. In some cases, where a customer has ordered many products, SkinCareLab reserves the right to ship a partial order.

Hawaii and Alaska

Customers residing in Alaska and Hawaii can now choose UPS Ground as their shipping choice.

Sales Tax:

We are required by law to collect sales tax for deliveries to customers in New York State.

Shipping Options

Please allow 3-6 business days for delivery with UPS Ground. Deliveries to locations close to NYC will take fewer than 3 days. You should be provided with a tracking number, via email, after your order has been shipped and your credit card has been charged. Please refer to this number and the shipping carrier of your choice for problems regarding your shipment.

Your Order

Orders are filled Monday through Friday 9am-5pm. Orders placed after 1pm will be filled the following day. Orders placed on the weekend, or on Holidays, will be filled on Monday. Shipping and tax costs are approximate. You will be charged the exact amount based on the total weight of your package, your locale, and the distance to the delivery site.


SkinCareLab
568 Broadway
Suite 303
New York, NY 10012
212/334-3142
order@skincarelab.com

For more info on the spa, please visit our New York Spa & Retail Store
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