Frequently Asked Questions

ABOUT US

• Where are ISKIN New York products made?
  All ISKIN New York products are formulated and made with care in our lab in the United States.

• Does ISKIN New York test on animals?
  Our products have NOT been tested on animals – all our products are certified PETA Cruelty Free!

SHIPPING

• How long will my order take to arrive?
  You order, we process, and then we ship!
  
  Please allow 1–2 business days for processing your order. Once it ships, a confirmation email containing your parcel's tracking code will be sent to the email address provided at checkout. You can expect your order to arrive within the times provided below (on top of the mentioned processing days). Please note that these are estimates, not guarantees.
  
  United States: 3-5 business days
  International: 8-14 business days
  
  Please note that during holidays, new product launches, restocks and promotions, order processing times may be subject to delays. We thank you in advance for your understanding.
  
  
• Do I quality for free shipping?
  We offer free shipping on orders of $99 or more for all US orders.
  
  
• Do you ship internationally?
  

  We currently ship to Australia, Brunei, Hong Kong, Indonesia, Macao SAR, Philippines, Singapore, Taiwan, Thailand and Vietnam! Our team is working hard to expand shipping to other countries. Follow us on Instagram @iskinnewyork for updates!

• Do you ship to APO/FPO or PO boxes?
  We do not ship to APO/FPO or PO boxes due to courier restrictions.

ORDERS & RETURNS

• I placed my order. Can I still make changes to my order, shipping address or cancel my order? 
  To avoid delays in shipping your order, we process orders as quickly as possible. Therefore, we can only guarantee changes 15 minutes after the order was placed. If you wish to make any urgent updates, please email us at info@iskinnewyork.com as soon as possible and include the following:
  
  - In the subject line, put "Change to order" or "Update shipping address" or "Cancellation"
  - Please include your order number in the email.
  - If you wish to update your shipping address, please include the new shipping address in the email.
  
  We can assist you most quickly if the relevant information is included. Once again, we unfortunately cannot guarantee these requests will always be accommodated if it's outside of our 15 minute grace period, as we cannot make any changes once your order has been processed by our warehouse.

• What's your return policy?
  We are happy to accept returns and issue replacements for faulty items, however we do not offer refunds for change of mind.
  
  All returned items must be in original condition, unused, intact and in its original packaging. We are unable to accept items that are not in the original sale condition and we reserve the right to refuse an exchange should a return item product not meet these requirements or if the product has been damaged by the recipient due to lack of care.

• I received the wrong product- what should I do?
  Sorry about that? Please reach out to our Customer Care info@iskinnewyork.com with your order number along with a photo of your order contents. We’ll take care of it from there!
  
  
• My products arrived damaged - what should I do?
  

  We apologize for this inconvenience and take full responsibility for this mistake! Email us at info@iskinnewyork.com with photos of the defected products and we'll send you new ones right away.