Frequently Asked Questions
| About the Online Store | Why are we launching an online skincare store? | To give patients another convenient way to purchase provider-recommended skincare products between visits. The online store complements our in-clinic retail program. |
| Will the online store replace in-clinic retail sales? | No. Patients may purchase products either in the clinic or online. | |
| Can non-patients shop? | Yes. The online store is open to anyone. | |
| What products are available? | The store offers a curated selection of skincare products. Availability may vary based on inventory and seasonal offerings. | |
| Products & Pricing | Are prices the same online and in the clinic? | Most prices are consistent, but pricing and promotions may vary. |
| Does the VIP program apply to online purchases? | No. Esthetician VIP Program benefits are available only for in-clinic purchases only and do not apply to online orders. | |
| Orders & Shipping | When will orders ship? | Most orders ship within 1–3 business days. Customers receive tracking information by email once their order ships. |
| Can a customer change their shipping address? | Yes, but only before the order has been fulfilled. After shipment, address changes must be made through the shipping carrier. | |
| A package is delayed or missing. What should I do? | Ask the customer to check their tracking information first. If additional help is needed, direct them to the Contact Us form. | |
| Returns | What is the return policy? | All sales are final unless an item arrives damaged, defective, or incorrect. |
| What if an item is damaged, defective, or incorrect? | Customers should contact online support within 14 days using the Contact Us form and include their order information and photos. Approved requests will be replaced or refunded according to policy. | |
| Support | Who handles online store questions? | The online store support team manages questions related to orders, shipping, returns, product requests, and website support. Customers should use the Contact Us form for assistance. |
Updated: July 2026
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