Last Updated: September 24, 2026
Thank you for shopping with SkinCerum. We are committed to preparing, packaging, and shipping your skincare products with care. This Shipping Policy explains how orders placed through our official Shopify store are processed and delivered, including information about processing times, shipping methods, tracking, international orders, customs, delivery delays, damaged packages, missing shipments, and other delivery-related matters.
Shipping services, delivery times, rates, and available destinations may vary based on your location, order value, package size, carrier availability, and the shipping option selected during checkout. Please review your shipping details carefully before completing your purchase.
Order Processing
Orders begin processing after payment has been successfully authorized and any required fraud, security, or address verification has been completed.
Most orders are prepared for shipment within approximately 1–3 business days. Processing time is separate from carrier transit time and begins after your order has been successfully placed.
Processing may take longer during:
- Major holidays and holiday weekends
- Black Friday, Cyber Monday, and other promotional events
- New product launches
- Periods of unusually high order volume
- Inventory transitions or stock verification
- Payment or fraud-prevention reviews
- Weather or transportation disruptions
- Unexpected fulfillment-center delays
Business days generally exclude Saturdays, Sundays, and recognized public holidays.
Order Confirmation
After placing an order, you should receive an order confirmation email at the address provided during checkout. This confirmation indicates that we have received your order but does not necessarily mean the order has shipped.
Your order confirmation may include:
- Your SkinCerum order number
- Products purchased
- Order quantities
- Billing information
- Shipping address
- Selected shipping method
- Discounts applied
- Taxes and shipping charges
- Total amount paid
Please review your confirmation carefully and contact Support@skincerum.com immediately if you notice an error.
Processing Time vs. Transit Time
Processing time is the period required to verify, prepare, package, and transfer your order to the carrier.
Transit time begins after the carrier accepts your shipment and refers to the estimated time required for your package to travel to the delivery address.
For example, a shipment with a 1–3 business day processing period and an estimated 3–7 business day transit period may take longer than 3–7 business days in total.
U.S. Shipping
SkinCerum may offer standard and expedited shipping options for eligible addresses within the United States. Available shipping methods and estimated delivery dates will normally be displayed during Shopify checkout.
Typical estimates after dispatch may include:
- Standard Shipping: approximately 3–7 business days
- Expedited Shipping: approximately 2–4 business days, where available
- Express Shipping: estimated timing shown at checkout, where available
Deliveries to Alaska, Hawaii, U.S. territories, military addresses, rural areas, and remote locations may require additional transit time.
International Shipping
SkinCerum may ship to selected international destinations where permitted. Available countries and shipping methods will normally be displayed at checkout.
International shipments may take approximately 7–21 business days after dispatch, depending on destination, carrier service, customs clearance, local postal operations, and other circumstances.
Some international destinations may require additional time, particularly where customs inspections, import documentation, remote delivery, or local carrier handoffs are involved.
Shipping Rates
Shipping charges are generally calculated during Shopify checkout based on factors such as:
- Delivery destination
- Shipping service selected
- Order value
- Package weight and dimensions
- Carrier rates
- Available promotional offers
Applicable shipping charges will be shown before you complete payment.
Free Shipping Offers
SkinCerum may occasionally offer free shipping promotions based on order value, destination, promotional code, product selection, or other eligibility requirements.
Unless otherwise stated, free shipping promotions generally apply to standard shipping only. Expedited or premium delivery services may still require an additional charge.
Free shipping offers cannot normally be applied retroactively to completed orders.
Expedited Shipping
When expedited or express shipping is available, the service generally reduces the carrier's transit time. It does not necessarily eliminate SkinCerum's normal order-processing period.
Orders placed after fulfillment cut-off times, during weekends, or on holidays may begin processing on the next applicable business day.
Delivery Estimates
Delivery dates displayed during checkout, in confirmation emails, or through tracking services are estimates unless explicitly identified as guaranteed.
Carrier transit estimates may change after shipment due to weather, transportation disruptions, customs clearance, regional delivery conditions, or carrier operations.
SkinCerum cannot guarantee delivery on a particular date unless an express guaranteed-delivery service has specifically been offered and purchased.
Shipping Carriers
Orders may be delivered through national postal services, private couriers, regional carriers, or other fulfillment partners.
The carrier selected for your order may depend on destination, package size, shipping speed, service availability, and fulfillment location.
SkinCerum may select or change a carrier where reasonably necessary to complete delivery.
Shipping Confirmation & Tracking
Once your order has been prepared for shipment, you will generally receive a shipping confirmation email. Where available, the email will contain a tracking number or tracking link.
Tracking information may take approximately 24–48 hours to become active after a shipping label has been created.
Carrier tracking information is provided by the applicable shipping service and may occasionally be delayed, incomplete, or temporarily unavailable.
Split Shipments
Some orders may be shipped in more than one package due to inventory location, product availability, package size, or fulfillment requirements.
If your order is split, you may receive multiple tracking numbers and packages may arrive on different days.
You will generally not be charged additional shipping fees solely because SkinCerum chooses to divide your order into multiple packages after checkout.
Backordered Products
Occasionally, inventory discrepancies or unexpectedly high demand may cause a product to become unavailable after an order has been submitted.
In this situation, SkinCerum may:
- Hold the order until the product becomes available
- Ship available products separately
- Contact you regarding available alternatives
- Cancel and refund the unavailable item
If we are unable to fulfill an item, any applicable refund will generally be issued to the original payment method.
Pre-Orders
If SkinCerum offers pre-order products, the estimated shipment timeframe should be displayed on the applicable product page or during checkout.
Pre-order shipping dates are estimates and may change because of manufacturing, inventory, transportation, supply-chain, or fulfillment circumstances.
Shipping Address Accuracy
Customers are responsible for entering a complete and accurate delivery address during checkout.
Please verify the following before completing your order:
- Recipient's full name
- Street address
- Apartment, suite, or unit number
- City
- State or province
- ZIP or postal code
- Country
- Telephone number where required
Incorrect or incomplete address information may cause delays, failed deliveries, returned packages, or additional shipping expenses.
Address Changes
If you notice an error after placing your order, contact Support@skincerum.com immediately.
We will make reasonable efforts to update the address before shipment, but changes cannot be guaranteed once fulfillment has started.
After an order has been transferred to a carrier, SkinCerum may be unable to redirect or modify the delivery address.
PO Boxes, APO/FPO & Military Addresses
Availability of delivery to PO boxes, APO/FPO addresses, military locations, and other specialized addresses depends on the carrier and shipping service.
Certain express carriers may require a physical street address. Available options should appear during checkout based on the address provided.
Hotels & Temporary Addresses
If you choose to ship an order to a hotel, vacation rental, temporary residence, or similar location, you are responsible for ensuring someone at that location can securely receive the shipment.
We recommend including any necessary guest name, reservation name, room information, or delivery instructions where permitted.
Delivery Instructions
Some shipping carriers allow customers to provide special delivery instructions, such as leaving a package near an entrance, reception desk, or another approved location.
These requests are generally managed by the carrier. SkinCerum cannot guarantee that specific carrier delivery instructions will be followed.
Signature Requirements
Some orders may require a signature upon delivery because of order value, destination, carrier requirements, or fraud-prevention considerations.
If a signature is required and nobody is available, the carrier may attempt redelivery, hold the package for pickup, or provide alternative instructions.
Failed Delivery Attempts
Carriers may make one or more delivery attempts according to their own operating procedures.
If delivery cannot be completed, the package may be:
- Held at a nearby carrier location
- Redirected to a pickup point
- Scheduled for redelivery
- Returned to SkinCerum
Customers are responsible for following legitimate carrier instructions where action is required to complete delivery.
Packages Marked as Delivered
If carrier tracking indicates your package was delivered but you cannot locate it, please first:
- Check around all entrances to your property
- Check your mailbox or parcel locker
- Ask household members
- Ask nearby neighbors
- Check with building management or reception
- Review any carrier delivery photograph or notification
- Contact the shipping carrier
If the package remains missing, contact Support@skincerum.com with your order and tracking details.
Lost Packages
If tracking has not updated for an extended period or the carrier believes a shipment may be lost, contact our customer support team.
SkinCerum may need to open a carrier investigation before issuing a replacement, refund, or another resolution.
Carrier investigations may require several business days or longer depending on the carrier, destination, and circumstances.
Stolen Packages
If tracking confirms delivery but you believe the package was stolen after delivery, we recommend contacting the carrier and, where appropriate, building management or local authorities.
You may also contact SkinCerum so we can review available tracking and delivery information.
Eligibility for replacement or reimbursement may depend on the individual circumstances, carrier findings, and applicable consumer law.
Damaged Shipments
If your order arrives crushed, opened, leaking, broken, or otherwise damaged during transit, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- Photos of the shipping package
- Photos of the internal packaging
- Photos showing the damaged product
- A photo of the shipping label where possible
Please retain the product and packaging until the issue has been reviewed, as the carrier may request supporting documentation.
Missing Items
If your package arrives but one or more purchased items are missing, first check whether your order was divided into multiple shipments.
If there are no additional shipments expected, contact us with your order number and the name of the missing item.
We may review fulfillment and package records before providing a replacement, refund, or another resolution.
Incorrect Items
If you receive an incorrect product, contact us before using or discarding it.
Include your order number and a clear photograph of the item received. Once verified, we may provide the correct item, issue a refund, provide return instructions, or offer another appropriate solution.
Weather & Carrier Delays
Shipping may occasionally be delayed by circumstances outside SkinCerum's reasonable control, including:
- Severe weather
- Natural disasters
- Transportation interruptions
- Carrier backlogs
- Labor disruptions
- Public emergencies
- Government restrictions
- Customs inspections
- Seasonal shipping volume
We will make reasonable efforts to assist customers with delayed shipments, although we cannot directly control third-party carrier operations.
Holiday Shipping
Processing and delivery times may increase during major holidays, promotional campaigns, and peak shopping periods.
We recommend placing time-sensitive orders as early as possible. Delivery before a particular holiday, birthday, event, or appointment cannot be guaranteed unless an applicable guaranteed shipping service is explicitly offered.
International Customs
International shipments may be inspected or processed by customs authorities before final delivery.
Customs clearance times vary by destination and are outside SkinCerum's direct control. Authorities may request identification, documentation, payment of taxes, or other information before releasing a shipment.
Duties, Taxes & Import Fees
International orders may be subject to import duties, VAT, customs taxes, brokerage charges, handling fees, or other government-imposed costs.
Unless these charges are expressly collected at checkout, they are generally the responsibility of the recipient.
SkinCerum does not control these charges and cannot guarantee the amount that may be assessed.
International Import Restrictions
Cosmetics and skincare regulations vary between countries. Customers are responsible for ensuring that products ordered from SkinCerum may legally be imported into their destination.
Customs authorities may restrict certain ingredients, quantities, product categories, or package values. SkinCerum cannot guarantee customs clearance in every jurisdiction.
Refused International Shipments
If an international shipment is refused because of unpaid customs charges, import restrictions, customer refusal, or failure to complete customs requirements, the carrier may return the package to SkinCerum.
If the package is successfully returned, any eligible refund may be adjusted for shipping, return transportation, customs, brokerage, or other costs where permitted by law.
Returned-to-Sender Packages
A shipment may be returned to SkinCerum because of:
- An incomplete or incorrect address
- Failed delivery attempts
- An unclaimed shipment
- Customer refusal
- Customs problems
- Carrier restrictions
Once the package has returned to us and has been reviewed, we may provide available options for refund or reshipment.
Additional shipping fees may apply to customer-requested reshipment.
Freight Forwarders
Customers who use freight forwarding companies, reshipping services, or other third-party intermediaries do so at their discretion.
Once tracking confirms delivery to the designated forwarding provider, SkinCerum may have limited ability to investigate damage, loss, or delivery problems occurring afterward.
Fraud Prevention & Verification
To protect customers and reduce fraudulent transactions, some orders may be temporarily held for additional review before shipment.
We may contact you to verify billing, shipping, identity, or payment information where reasonably necessary.
Orders may be delayed or cancelled if required verification cannot be completed.
Changes to an Order
If you need to change a product, quantity, shipping address, or another order detail, contact us as soon as possible.
Changes cannot be guaranteed after an order has entered fulfillment.
Order Cancellations
If you wish to cancel your order, contact Support@skincerum.com as soon as possible.
We will make reasonable efforts to accommodate your request, but cancellation cannot be guaranteed once an order has been processed, packed, or transferred to a carrier.
Orders that have already shipped generally need to follow our Return & Refund Policy after delivery.
Shipping Charges on Returns
Original shipping charges are generally non-refundable for standard returns.
Shipping charges may be refunded when the return results from a SkinCerum fulfillment error, damaged or defective product, incorrect shipment, or where reimbursement is otherwise required by law.
Please review our Return & Refund Policy for additional information.
Delivery Claims
When contacting us regarding a delivery problem, please provide as much information as possible, including your order number, tracking number, delivery address, and a description of the issue.
For damaged shipments, photographs may also be required. Providing complete information can help us review the matter more efficiently.
Carrier Investigations
Certain missing, delayed, or damaged shipments may require a formal investigation with the shipping carrier.
SkinCerum may need to wait for the carrier's findings before determining whether a replacement, refund, or another resolution can be provided.
Investigation periods vary depending on the carrier and destination.
Risk of Loss & Delivery Responsibility
Responsibility for products during shipment and after delivery is subject to applicable law and the shipping terms associated with your order.
If a delivery issue occurs, contact SkinCerum promptly so we can review the available tracking, fulfillment, and carrier information.
Force Majeure & Events Beyond Our Control
SkinCerum may not be responsible for shipping delays caused by events beyond our reasonable control, subject to applicable consumer law.
These events may include:
- Natural disasters
- Extreme weather
- Public emergencies
- Government restrictions
- Carrier or transportation disruptions
- Customs delays
- Labor disputes
- Supply-chain interruptions
- Technology or communications outages
Consumer Rights
Nothing in this Shipping Policy is intended to limit rights that cannot legally be excluded under applicable federal, state, local, or international consumer-protection laws.
Where applicable law provides customers with greater rights than those described here, those legal rights will apply.
Changes to Shipping Services
SkinCerum may add, remove, or modify carriers, shipping methods, delivery destinations, shipping rates, free-shipping thresholds, and fulfillment procedures as our business operations evolve.
The shipping methods available for your specific order will normally be displayed during checkout.
Changes to This Shipping Policy
We may update this Shipping Policy periodically to reflect changes in our business, fulfillment operations, shipping partners, Shopify services, delivery regions, or applicable legal requirements.
The Last Updated date at the top of this page may be revised when changes are made.
We recommend reviewing this policy before placing international, expedited, or time-sensitive orders.
Contact SkinCerum
For questions about an order, shipping, tracking, delivery delay, missing package, damaged shipment, customs issue, or other delivery concern, please contact:
SkinCerum Customer Support
245 West 29th Street, Suite 1200
New York, NY 10001
United States
Email: Support@skincerum.com
Phone: +1 (212) 555-0148
When contacting us about an existing shipment, please include your order number, tracking number, email address used for the order, and a brief description of the issue so our support team can assist you efficiently.