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Customer Service

Top Questions
  • My order has shipped but I still can't track it. How can I find out where it is?

Tracking information may not be available for the first 24 to 48 hours after you receive your shipping confirmation email. If 48 hours have passed and you're still unable to track your order, please call (855) 2-IS-SKIN or  customerservice@innovativeskincare.com.

  • What does "You may receive several shipments to complete the fulfillment of your order." mean in reference to my order?

If you ordered several items to be delivered to the same address, we will make every effort to send available items together. If we are unable to fulfill your order in one shipment, we may send them to you in separate packages to complete the fulfillment of your order. We will also send you an email informing you of the status of your order.

  • What is your Returns Policy?

Refunds will be credited in the same form as they were paid if an item is returned within 30 days of purchase. If an item is returned more than 30 days after purchase, a return will be administered in the form of a merchandise credit redeemable with your next purchase.

  • How can I use a Promo Code online?

To redeem special offers, customers must select the promo code box on the shopping bag page and then enter the promo code(s) at checkout. After entering promo code(s), offer adjustments will be made to eligible orders at checkout.  Promos are valid while supplies last. Please see specific promo details for complete terms and conditions, including expiration date and other exceptions. All orders are subject to verification.

  • When checking on the status of my order I received an "In Process" message. What does that mean?

"In Process" means that your order is in the early stages of shipping. Changes to your order cannot be made during this time, but you can always call to make a return or exchange once your order has arrived.

  • Why am I not able to log in to my account?

If you have not logged in to your account in the past 18 months, it will no longer be active and you will need to create a new account. Also remember that usernames, email addresses and passwords are case sensitive. If you need your password sent to you, our Password Reminder will send it to the email address you used when you registered.

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Privacy & Security

This Privacy Policy is effective as of April 16, 2012.

You linked to this Privacy Policy ("Privacy Policy") via a product website owned by Sceince of Skincare, LLC ("Company"). The Company's network includes numerous product marketing Web sites (the "Websites"). The Privacy Policy is in effect for all Websites owned and operated by the Company. By using any of the Websites, you signify that you have read, understand and agree to be bound by this Privacy Policy.

This policy applies to all online communication with Websites owned by the Company. When you provide us with online information through any of the Websites, we respect your privacy. It is important for you to understand what information we collect about you during your visit and what we do with that information. Please note that your visit to any of our Websites is subject to this Privacy Policy and our Terms and Conditions.

 Information Collection

We only collect personally identifiable information about you via our Websites when you provide it in connection with a request for a product, service, or information. You may browse our Websites without providing any personal information; however if, for example, you decide to place an order, we will ask you for your name, delivery and billing address, phone number(s), email address, credit card number and its expiration date. If you choose to complete a user registration form, survey or sweepstakes entry form, we may ask you for information such as your contact information (e.g., name, e-mail address and mailing address), age group or birth date. Occasionally, we may also ask you for other information such as gender, income level, and information about your prior experiences with the Company's products. When you submit your personally identifiable information on one of the Websites, you are giving your consent to the collection, use and disclosure of your personal information as set forth in this Privacy Policy.

We may also collect, store or accumulate certain non-personally identifiable information concerning your use of this Website, such as information regarding which of our pages are most popular, your IP address, browser, city, time zone, referring URL, and operating system. Information gathered may be used in aggregate form for internal business purposes, such as generating statistics, developing marketing plans, customizing content, and improving the Website. We may share or transfer such aggregate, non-personally identifiable information with or to our affiliates, licensees and partners.

All of our Websites are intended for adults. We do not knowingly collect personal information from children under the age of 13. However, if the parent or guardian of a child under 13 believes that the child has provided us with personally identifiable information, the parent or guardian of that child should contact us at customerservice@innovativeskincare.com  if they want this information deleted from our files so that it is not in retrievable form. If we otherwise obtain knowledge that we have personally identifiable information about a child under 13 in retrievable form in our files, we will delete that information from our existing files so that it is not retrievable.

 Use/Disclosure of Personal Information

The Company may use the information that you provide to fulfill your request for a product, information, or other service, or respond to an email or other request, as well as to create and deliver to you our newsletters or surveys, communications containing product information, usage tips or promotions, help improve our website(s) or services, or customize visitors' experience at our Website(s). The Company may also use your personally identifiable information to send you information about products, services and special offers. However, we want to communicate with you via email correspondence only if you want to hear from us. If for any reason you would no longer like to receive email messages from the Company, you can unsubscribe@innovativeskincare.com to remove yourself. Please allow up to 10 days for us to process your request.

The Company may make your name, email address, mailing address, and/or telephone number available to carefully selected vendors, business partners and other organizations whose products or services we think may interest you. Many of our users find this a valuable and time-saving service. However, if you do not want us to share your personal information with third party organizations, you can email us at unsubscribe@innovativeskincare.com to remove yourself. Please allow up to 10 days for us to process your request.

Please note, if you opt not to receive marketing emails from the Company, you may still receive "Transactional" email messages regarding your order (i.e. order confirmation, shipping information, customer service notifications, etc.) If you have questions or concerns regarding this statement, please contact us at customerservice@innovativeskincare.com.

We may contract with companies or individuals to provide certain services including email and hosting services, credit card processing, shipping, data management, surveys and marketing, promotional services, etc. We call them our Service Providers. We may share personally identifiable information with Service Providers solely as appropriate for them to perform their functions, but they may not use such information for any other purpose.

We do not share your credit card or other account information with unaffiliated third parties unless you authorize us to do so, or if it is necessary to fulfill our responsibilities including, but not limited to, delivering a product or service that you order.

Finally, the Company may disclose personal information in special cases: (1) when we have reason to believe that disclosing this information is necessary to identify, contact, or bring legal action against someone who may be causing injury to or interference with (either intentionally or unintentionally) the rights of the Company or to anyone that could be harmed by such activities; (2) when we believe in good faith that the law requires it; (3) to any third party who may acquire the Company; and (4) in situations involving threats to the physical safety of any person.

Ensuring Your Security

We use Secure Sockets Layer (SSL), an advanced security protocol that protects your credit card information and ensures secure online ordering. SSL Internet connections are encrypted, and thus protect all credit card ordering information, including your name, address and credit card number, so it cannot be read in transit. We use secure technology, privacy protection controls, and restrictions on employee access, to safeguard your personal information. Please note, however, that although we employ industry-standard security measures to safeguard the security of your personal information, no transmissions made on or through the Internet are guaranteed to be secure.

Safe Shopping Policy

Our policy is that you pay nothing if unauthorized charges are made to your card as a result of shopping on one of our Websites. It is determined that under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the entire liability for you, up to the full $50.00. We will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made while using the secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

Technology Utilized

Like many e-commerce websites, we employ several commonly used technologies on this Website: cookies, clear gifs, networking traffic monitoring and active scripting We use these to monitor the performance of the Website, measure its effectiveness, tailor our products, services and advertising to suit the personal interests of you and others, estimate our audience size, assist our online merchants to track visits to and sales at our Websites and to process your order, track your status in our promotions, contests and sweepstakes, and/or analyze your visiting patterns.

"Cookies" are small pieces of information stored by your browser on your computer's hard drive. Most web browsers automatically accept cookies, but you can usually change your browser to prevent this. If you disable cookies, you may be unable to order or use other features of our Website. If you experience any problems, please email us at privacy@innovativeskincare.com.

"Clear gifs" (also known as "web beacons") are tiny graphics with a unique identifier, similar in function to cookies, and are used to help us better optimize our advertising.

"Network traffic monitoring" is programming that monitors and analyzes network traffic, and can be used to capture data being transmitted on a network, including plain-text data and computer IP addresses.

"Active scripting" is programming code that is designed to collect information about your interactions with the Website, such as which links you click on. The code is temporarily downloaded onto your computer or mobile device from our server or a third party service provider, is active only while you are connected to the Website, and is deactivated or deleted thereafter.

We may combine automatically collected Website usage information with your Personal Information. In those cases, we will apply this Privacy Policy to the combined information.

Notification of Changes

We may revise this Privacy Policy from time to time. If we decide to change our Privacy Policy, we will post the revised policy here. As we may make changes at any time without notifying you, we suggest that you periodically consult this Privacy Policy. Your continued use of the Website after the changes are posted constitutes your agreement to the changes, both with regard to information we have previously collected from you and with regard to information we collect from you in the future. If you do not agree to the changes, please discontinue your use of our Website.

Customer Service

To contact Customer Service, please call 855-2-IS-SKIN

 

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Returns
  • What is your Returns Policy?

Refunds will be credited in the same form as they were paid if an item is returned within 30 days of purchase. If an item is returned more than 30 days after purchase, a refund will be issued in the form of a merchandise credit redeemable toward a future purchase.

  • How do I make a return?

We take great pride in our reputation for quality and excellent value. It is important to us that you are completely satisfied with your purchase. If for any reason you do not absolutely love your product, we will gladly issue a refund for the value of the product within 30 days of purchase. Please be aware that customer returns need to be at least 2/3 FULL AND 60 days prior to expiration.

We strongly recommend the storing of products in cool, dry places, and away from direct sun or spot lights .

Original shipping and handling fees are not refundable. Offers are subject to adjustment due to returns, cancellations, and exchanges.

  • Return by phone:

Call us at (800) 855-2-IS-Skin Contact customer care to obtain a Return Merchandise Authorization Form. (RMA). Depending on the type of return, a UPS return label may be issued for your convenience.

  • CUSTOMER RETURN INSTRUCTIONS

• Return completed form to Costumer Care via email for review.

• Upon approval an RMA number will be issued, box up the item(s) and mail to:

 

INNOVATIVE SKINCARE

IS RETURNS – RMA#______

3333 N. San Fernando Blvd

Burbank, CA 91504

• Once the item(s) have been received and inspected, Customer Care will replace or credit product to your account. Credit will be applied based on product brand category.

• You will be contacted with any discrepancies.

• All replacement product will be shipped UPS Ground. 

 

DEFECTIVE PRODUCT

• We support our customers with returning products in the unlikely instance of defective or faulty product shipments.

• Please inspect your shipment within 24 hours of receipt.

• Any products damaged during shipment MUST be reported within 7 business days of receiving shipment at your location and kept in the same condition for pickup.

 

DEFECTIVE PRODUCT RETURN INSTRUCTIONS

• Contact Customer Care to obtain a Return Merchandise Authorization (RMA) Form.

• Depending on the particular type of return, a UPS return label may be issued for your convenience

• Depending on the particular type of return, replacement product may be authorized to be shipped before the return(s) are received at Innovative Skincare


We're Here To Help!
If you need assistance, please reply to this email or contact us by phone at 855-247-7546 or visit us at http://innovativeskincare.com.  

 

  • How do I calculate the shipping and handling for my order?

Shipping and handling charges are determined by the merchandise dollar amount of your order before any special promo deductions or sales tax calculation. To see our shipping and handling rates.

  • What forms of payment do you accept online?

We accept the following credit cards at Innovativeskincare.com

  • American Express
  • Discover Network
  • MasterCard
  • VISA

 

  • When will my backordered item(s) ship?

To check the status of your order by phone, call (855) 2-IS- SKIN  anytime.

If any of the items in your order are backordered:

They will be shipped to you as they become available. The total shipping and handling charges will be allocated proportionally and charged as the product is shipped: The total shipping and handling charges do not increase as a result.

If using a debit card we recommend that you deduct the full amount of your order from your records today to ensure funds are available as your items become available. All backordered items will ship Standard Delivery.

 

  • Can I make a change to a backordered item in my order?

To make changes to backordered items, please call (855) 2-IS-SKIN  and we will do our best to assist you. Please keep in mind that making changes to or canceling a backorder may adjust any qualifying special offers or promotional offers that you may have received in the original purchase.

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Shopping Online
What are the browser recommendations for shopping at Innovative Skincare?

For optimal performance, we recommend using the latest version of any popular web browser. Please be sure that JavaScript and Cookies are enabled; both are required to complete online transactions. In addition, we recommend that you set your monitor to a resolution of 1024x768 or higher to best view the entire site.

To fully experience all of the web site content, we recommend downloading and installing the most recent version of Adobe Flash™ Player from Adobe.com

How do I receive special offers from Innovative Skincare?

Sign up for email to be the first to hear about special offers, new products, sales & specials, events and more.

How can I unsubscribe from receiving Innovative Skincare emails? Contact us at customer service. We appreciate your patience as it may take a short period of time before your email address will be removed from our file.

Please note that you will still be asked to provide your email address when ordering online so that we may contact you with information about your order.

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Terms

Science Of Skincare, LLC maintains this product site (the "Site") for your personal entertainment, information, education, and communication. You may download material displayed on the Site for non-commercial; personal use only provided you also retain all copyright and other proprietary notices contained on the materials. You may not, however, distribute, modify, transmit, reuse, re post, or use the content of the Site for public or commercial purposes, including the text, images, audio, and video without Science Of Skincare, LLC's prior written permission. Your access to and use of the Site is also subject to the following terms and conditions ("Terms and Conditions") and all applicable laws. By accessing and browsing the Site, you accept, without limitation or qualification, the Terms and Conditions and acknowledge that any other agreements between you and Science Of Skincare, LLC, if any, are superseded and of no force or effect.

Terms and Conditions
You should assume that everything you see or read on the Site is copyrighted unless otherwise noted and may not be used except as provided in these Terms and Conditions or in the text on the Site without the written permission of Science Of Skincare, LLC. Science Of Skincare, LLC neither warrants nor represents that your use of materials displayed on the Site will not infringe rights of third parties not owned by or affiliated with Science Of Skincare, LLC.

Placement of an order does not constitute acceptance; we may require additional information. Items ordered are placed in line for shipment only after the order is completed, accepted and payment is actually received or authorized. We don't accept orders from dealers, wholesalers, or other customers who intend to resell. While Science Of Skincare, LLC uses reasonable efforts to include accurate and up to date information in the Site, Science Of Skincare, LLC makes no warranties or representations as to its accuracy. Science Of Skincare, LLC assumes no liability or responsibility for any errors or omissions in the content of the Site.

* Any communication or material you transmit to the Site by electronic mail or otherwise, will be treated in accordance with our privacy policy. By transmitting or posting any communications or materials to this site, you agree that Science Of Skincare, LLC or any of its affiliates may use your communications or materials for any purpose, including reproduction, transmission, publication, broadcast and posting. Science Of Skincare, LLC and its affiliates are free to use any ideas, concepts or know-how contained in such communications or materials for any purpose whatsoever including, but not limited to developing, manufacturing, distributing and marketing products using such information.

Images of people or places displayed on the Site are either the property of, or used with permission by, Science Of Skincare, LLC. The use of these images by you, or anyone else authorized by you, is prohibited unless specifically permitted by these Terms and Conditions or specific permission provided elsewhere on the Site. Any unauthorized use of the images may violate copyright laws, trademark laws, the laws of privacy and publicity, and communications regulations and statutes.

The trademarks, logos, and service marks (collectively the "Trademarks") displayed on the Site are registered and unregistered Trademarks of Science Of Skincare, LLC and others. Nothing contained on the Site should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any Trademark displayed on the Site without the written permission of Science Of Skincare, LLC or such third party that may own the Trademarks displayed on the Site. Your misuse of the Trademarks displayed on the Site, or any other content on the Site, except as provided in these Terms and Conditions, is strictly prohibited. You are also advised that Science Of Skincare, LLC will aggressively enforce its intellectual property rights to the fullest extent of the law, including the seeking of criminal prosecution. Science Of Skincare, LLC has not reviewed all of the sites linked to the Site and is not responsible for the content of any non Innovative Skincare off-site pages or sites linked to the Site. Your linking to any other off-site pages or other sites is at your own risk.

Although Science Of Skincare, LLC may from time to time monitor or review discussions, chats, postings, transmissions, bulletin boards, and the like on the Site, Science Of Skincare, LLC is under no obligation to do so and assumes no responsibility or liability arising from the content of any such locations nor for any error, defamation, libel, slander, omission, falsehood, obscenity, pornography, profanity, danger, or inaccuracy contained in any information within such locations on the Site. You are prohibited from posting or transmitting any unlawful, threatening, libelous, defamatory, obscene, scandalous, inflammatory, pornographic, or profane material or any material that could constitute or encourage conduct that would be considered a criminal offense, give rise to civil liability, or otherwise violate any law. Science Of Skincare, LLC will fully cooperate with any law enforcement authorities or court order requesting or directing Science Of Skincare, LLC to disclose the identity of anyone posting any such information or materials.

Software from this Site is further subject to United States Export Controls. No software from this Site may be downloaded or exported (i) into (or to a national or resident of) Cuba, Iraq, Libya, North Korea, Iran, Syria, or any other country to which the United States has embargoed goods; or (ii) anyone on the United States Treasury Department's list of Specially Designated Nationals or the U.S. Commerce Department's Table of Deny Orders. By downloading or using the software, you represent and warrant that you are not located in, under the control of, or a national or resident of any such country or on any such list.

Science Of Skincare, LLC is not liable for any direct, incidental, consequential, indirect, or punitive damages arising out of your access to, or use of, the Site. Without limiting the foregoing, everything on the Site is provided to you "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. Please note that some jurisdictions may not allow the exclusion of implied warranties, so some of the above exclusions may not apply to you. Check your local laws for any restrictions or limitations regarding the exclusion of implied warranties. Science Of Skincare, LLC also assumes no responsibility, and shall not be liable for, any damages to, or viruses that may infect, your computer equipment or other property on account of your access to, use of, or browsing in the Site or your downloading of any materials, data, text, images, video, or audio from the Site.


Science Of Skincare, LLC may at any time revise these Terms and Conditions by updating this posting. You are bound by any such revisions and should therefore periodically visit this page to review the then current Terms and Conditions to which you are bound. 

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