Frequently Asked Questions

No changes can be made to an order once it has been submitted. Please make sure all information is accurate prior to placing your order. SLMD Skincare is not responsible for any packages sent to incorrect locations.

The best way to access your tracking number and track your order is to log into your account. There, you can view your orders and order number. Your order number will also be in your order confirmation email.

If you don’t have an account, you can enter your email and tracking number on this page to get the latest update on your shipment.

If you’ve received a confirmation that your order is on it’s way but no tracking number, there’s nothing to worry about — it usually takes 1-2 days for tracking information to be assigned and posted to your account.

If you didn’t receive a confirmation e-mail, we recommend that you first check your credit card statement, PayPal account or bank account to make sure the order was processed. If you don’t see a charge from us then your order most likely didn’t go through and you simply need to place a new order.

Sometimes spelling errors or typos in an email address can lead confirmation emails to go to the wrong place. If you haven’t received any email communications from SLMD Skincare, try logging into your account and double checking your email address by editing your account info. If you have problems logging in, please contact customer service via this contact form and we’ll make sure to address the problem for you.

Tracking numbers are sent as soon as your order leaves our warehouse, and orders are typically shipped out 1 to 2 business days (excluding holidays) after they've been placed. If it's been a few days and you still haven’t received your tracking number, please log in to your account to see if the number has posted there. If it hasn’t, you can contact customer service via this contact form and they will investigate for you.

We accept returns of unused, unopened merchandise within 60 days of the original purchase. For full details about making returns, please see our Shipping & Returns page.

Our products can only be purchased through our site at this time. Please be aware that if you purchase any SLMD Skincare products from any unauthorized sellers (such as eBay and Amazon) we cannot confirm the validity of these products and thus cannot take any responsibility for any issues that may occur.

We’re sorry to hear that you are experiencing irritation from our products. Because our treatments contain active ingredients that your skin may need to adjust to, some redness or sensitivity initially may be normal. If you feel that your sensitivity has been prolonged or is sticking around, we recommend that you start to use the products every other day (in particular the BP Lotion and Retinol Serum) until your irritation/discomfort improves. If cutting back on daily use doesn’t help and your conditions do not improve or continue to worsen, it may be best to stop using your products. If you find that the BP Lotion in particular is causing irritation, we’d recommend switching to our Sulfur Lotion, which is part of the Sensitive Skin Acne System, both of which were specifically designed for sensitive skin.

Our products can only be purchased through slmdskincare.com.

We accept PayPal, Visa, Mastercard, Discover, American Express, HSA/FSA, Afterpay for orders over $65, and Apple Pay on compatible devices.

Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.

How do I use Afterpay?

At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). If you’ve used Afterpay before, simply log in to your Afterpay account. Then complete your order – it’s that easy!

Please note that all items in your shopping cart must be eligible for Afterpay. Afterpay is only available for carts between $65 and $1,000.

Who can use Afterpay?

Afterpay is available to customers who meet these conditions:

• Have a US billing address within the US
• Have a US mobile phone number
• Have a cart value between $65 and $100

Afterpay cannot be used for Ready. Set. Refresh Subscriptions orders. Customers with international billing addresses will not be able to set up an account with Afterpay.

How does the Afterpay payment schedule work?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. We will remind you when payments are due and will process your payments automatically. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so. Afterpay will then adjust the amount owed accordingly. You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.

When will my items be delivered if I use Afterpay?

Afterpay orders are delivered within our standard shipping timeframes like any order. Free standard shipping is available for orders over $35. Visit our Shipping and Returns page for more information on shipping timeframes and rates.

How do I return or exchange an item purchased with Afterpay?

Orders paid with Afterpay follow our standard return process. Afterpay will be notified of your return and will process the appropriate refunds. If a return has only been partially paid, you will be refunded amount paid and remaining installments will be canceled.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy.

If you have questions about payments, refer to Afterpay’s FAQ on payments.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com

HSA (Health Savings Account) / FSA (Flexible Spending Account) are pre-tax accounts you can use which allow you to pay for eligible healthcare related expenses.

Can I use my HSA/FSA for SLMD Skincare products?

Yes! You can use your HSA/FSA dollars to purchase eligible products on SLMD Skincare’s website using the Sika Health payment method. All eligible products will say HSA/FSA eligible under the Product Name. When you add HSA/FSA eligible products to your cart, you can select the “Sika | Pay with HSA/FSA” payment method and follow the instructions. No receipts, no reimbursements, no hassle.

What happens if I have both HSA/FSA eligible items and ineligible items in my cart?

If you have a mixed basket of eligible and ineligible products, Sika Health makes this very easy. When you select the “Sika | Pay with HSA/FSA” payment method at checkout, your cart will automatically be split into an eligible and ineligible subtotal. You can then add the appropriate payment method for each subtotal. Sika Health will handle the rest!

Click here to view all of our eligible HSA/FSA products.

Due to the nature of some of our ingredients, we cannot ship our products internationally and do not ship to freight forwarders addresses. We reserve the right to cancel all orders shipping to a freight forwarder.

Yes, as long as your shipping address is in the United States! If you plan on placing and receiving your order while visiting the USA, be sure to allow enough time for shipping/delivery. If you plan on sending to a hotel address, it’s best to contact them ahead of time to ask if they require any special delivery notes/instructions for the order.

No changes can be made to an order once it has been submitted. Please make sure all information is accurate prior to placing your order. SLMD Skincare is not responsible for any packages sent to incorrect locations.

The best way to access your tracking number and track your order is to log into your account. There, you can view your orders and order number. Your order number will also be in your order confirmation email.

If you don’t have an account, you can enter your email and tracking number on this page to get the latest update on your shipment.

If you’ve received a confirmation that your order is on it’s way but no tracking number, there’s nothing to worry about — it usually takes 1-2 days for tracking information to be assigned and posted to your account.

If you didn’t receive a confirmation e-mail, we recommend that you first check your bank account to make sure the order was processed. Sometimes spelling errors in e-mails can lead confirmation e-mails to go to the wrong place. If you don’t see a charge from us then your order most likely didn’t go through and you simply need to place a new order. Tracking numbers are sent as soon as the order leaves the warehouse so it might take a few days for your order to process, especially if you placed it over the weekend. If it's been a few days and you still haven’t received your tracking number, please contact customer service and they will investigate for you.

Orders placed during regular business hours (PST) are usually dispatched 48 hours after the order has been placed. Any orders that are placed over the weekend are not processed until the following business day. If you notice there has been a significant delay in the dispatch of your order, please confirm all your order details are accurate as orders may also be delayed if credit, shipment info, shipment address or other information provided with your order is either incomplete or questionable. Once a package leaves our warehouse, delivery time is generally out of our control but typically should take no more than 5-7 business days (standard shipping). Please contact customer service if your order is significantly delayed.

If you did not receive your package, please contact the specified carrier and file a claim. Once a claim number has been provided, reach out to service@slmdskincare.com with the claim number and a replacement order will be shipped out to you.

If you have received an order that has been damaged, please contact us via our contact form, and be sure to attach an image of the damage. We will contact you back with next steps.

If you are pregnant or breastfeeding, please consult with your physician before using SLMD Skincare products.

SLMD Skincare products were designed to help people of all ages and skin types. We recommend that children under the age of 12 be consulted first by a paediatrician.

SLMD Skincare Systems are formulated to complement each other for the best results but it is possible to use in conjunction with other anti-blemish products/medications.

If you are on any prescription topical and/or oral medications, we ask that you consult your physician prior to using SLMD Skincare.

SLMD facial products like the Acne System and Sensitive Skin Acne System are formulated with ingredient levels that are to be used on the face. However, we cannot guarantee that our facial products will be compatible or effective on the body. Please use discretion and patch test to ensure a reaction does not occur. If you are experiencing any reaction symptoms, discontinue use immediately. We do offer body specific products and systems such as the Body Acne System and Body Smoothing System.

Our body products are formulated specifically for use on the body, with higher concentrations of active ingredients, so we do not recommend using them on your face.

We recommend that you consult your physician prior to using SLMD Skincare products if you have any of these skin conditions.

Yes, SLMD Skincare products are safe to use if you have melasma. However, it is absolutely imperative to use sun protection whether you are using SLMD Skincare products or not! Ingredients such as retinol can make the skin especially sensitive to the sun and can, therefore, result in even darker spots if sun protection is dismissed.

The SLMD Skincare Blemish-Prone Skin System contains products that are formulated to treat all types of blemishes!

Yes! For those with sensitive skin, we encourage you to try the Sensitive Skin Acne System — a special set that works hard to fight acne for even the most sensitive skin types.

For dry skin, both the SLMD Facial Moisturizer and Daily Moisturizer with SPF 15 are lightweight formulas that will help nourish and moisturize your skin. For skin that is extra dehydrated, Hyaluronic Acid Serum, formulated with Squalane, quickly restores hydration deep within skin.

While some people see results within the first few weeks, others may not start seeing results until the 6-8 week mark. This can be completely normal as your skin is adjusting to new products. However, it is hard to predict what will be the case for you because everyone is different. We recommend giving any new skincare routine at least one month before deciding whether it is the right regimen for you.

Benzoyl Peroxide is an active ingredient used in many of our acne formulas, and it is known to bleach dyed fabrics. BP Lotion is designed to be used during the day to prevent contact with bedding and sheets. We recommend that any Benzoyl Peroxide wash products are thoroughly rinsed off.

SLMD Skincare is designed to be simple to use. We have put together the following general guide that outlines where each SLMD product would be used with each other.

FOR THE FACE:

• Cleanse with a face wash (Salicylic Acid Cleanser)
• Tone (AHA/BHA Swipes)
• Treat (BP Lotion, Sulfur Lotion, Retinol Serum (nighttime only))
• Serum (Hyaluronic Acid Serum)
• Moisturize (Facial Moisturizer)
• Target (Salicylic Acid Spot Treatment, BP Spot Treatment)
• Sunscreen (Dual Defender)

FOR THE BODY:

• Cleanse/exfoliate (BP Body Wash, Glycolic Acid Body Scrub)
• Treat (Salicylic Acid Body Spray)
• Moisturize (Glycolic Acid Body Lotion, Body Seal)

All of our products are manufactured in the U.S. and shipped from our warehouse in Los Angeles, California.

We are not offering product samples at this time but you can sign up for our newsletter to be the first to know of any updates.

We do not claim our products to be vegan at the moment.

If you’d like to book an appointment with Dr. Sandra Lee, please contact her office, Skin Physicians & Surgeons, directly at 909-981-8929 and they’ll be more than happy to further assist you.

We are unable to intercept or make any changes to an order once it has been placed and processed by our warehouse. All orders are processed as soon as they are submitted to get your order on its way as soon as possible.

If you believe your bottles to be defective, please contact customer service detailing the nature of the defect and they will work with you to get a replacement sent out.

To be eligible for a return, please make sure that:

The product was purchased in the last 60 days
The product is in its original packaging
The product isn’t used or damaged
You have the receipt or proof of purchase

Shipping charges incurred in connection with the return of a product are non-refundable. You are responsible for paying the cost of shipping and for the risk of loss or damage to the product during shipping, both to and from SLMD Skincare. Please visit our returns and refunds policy page for more information at http://slmdskincare.com/shipping-returns

If you have received an order that has been damaged, please contact us via our contact form, and be sure to attach an image of the damage. We will contact you back with next steps.

Unfortunately, we do not offer a money-back guarantee option at this time. We cannot guarantee that our products will be effective for all as everyone has different skin types. We do our best to provide extensive information about our products and ingredients so that customers may make informed decisions prior to making their purchase. Any products that are returned must be sealed and unused, also in their original packaging.

Please click here to begin the return process.

To check your balance, head to this link and copy & paste your E-Gift Card code from the original email. It's that easy!

You can purchase an SLMD Skincare E-Gift Card here! From there you can choose the amount of your gift card, enter your recipient’s name and email address, enter a gift message, and choose to have it sent immediately or the date of your choosing. Keep in mind that E-Gift Cards are final sale and cannot be returned or exchanged.

We do not offer physical gift cards at this time.

Our gift cards are digital and contactless. They are emailed to your selected recipient on the delivery date of your choosing. You will receive an email confirmation that your E-Gift Card was sent, along with the email address it was sent to. Keep in mind that SLMD Skincare currently only ships within the US.

As many as you want! That being said, in order to customize and send cards to multiple recipients, you'll need to add it to cart individually for each card you want to send. A special note with every card makes it even sweeter! Once you've added all of the gift cards, it can be processed at once in checkout.

Our SLMD Skincare E-Gift Card is available in the amounts of $25, $50, $75, $100, $150, $200, $250 and $300, and can be sent to your recipient via email on the date of your choosing. E-Gift Cards are redeemable only on slmdskincare.com and in the United States. Gift cards are not eligible for Afterpay.

Nope, but why wait to kick off your new skincare routine!

Find the E-Gift Card email in your inbox, get your gift card code, and head to Checkout. Enter this code into the "discount code" field. Once you hit 'Apply', the amount on your E-Gift Card will be deducted from your cart total - voila!

Check your inbox! You can find your E-Gift Card and the link to your code in the same email - try searching 'SLMD Skincare Gift Card.' Flag it when you find it, or just start shopping now!

Not a problem! You (or the friend who sent the gift) can email customer support at service@slmdskincare.com and we'll help ya out.

Unfortunately, our team can't apply discount codes, referral credit, or gift cards after a purchase is made and the payment has been processed. Save your gift card code for your next order!

Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.

At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). First-time customers will need to register with Afterpay and provide payment details; returning customers simply log in to make their purchase. Then complete your order – it’s that easy!

Please note that all items in your shopping cart must be eligible for Afterpay. It is only available for carts between $65 and $1,000.

Afterpay is available to customers who meet these conditions:

• Have a US billing address within the US
• Have a US mobile phone number
• Have a cart value between $65 and $1000

Customers with international billing addresses will not be able to set up an account with Afterpay.

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. We will remind you when payments are due and will process your payments automatically. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so. Afterpay will then adjust the amount owed accordingly. You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.

Afterpay orders are delivered within our standard shipping timeframes like any order. Free standard shipping is available for orders over $35. Visit our Shipping and Returns page for more information on shipping timeframes and rates.

Orders paid with Afterpay follow our standard return process. Afterpay will be notified of your return and will process the appropriate refunds. If a return has only been partially paid, you will be refunded amount paid and remaining installments will be canceled.

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy.

If you have questions about payments, refer to Afterpay’s FAQ on payments.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com

Skinterest Rewards is our loyalty program designed to give you exclusive offerings and additional perks for being a loyal member of our Skinterest Rewards community! Once you become a loyalty member, you will be able to earn points on every purchase and redeem them in one of two ways: either money off your purchase, or in exchange for full-size product. Plus, there's additional ways to earn points on other activities, such as for referrals, following us on social media, and on your birthday!

Our rewards program is a tiered program that allows members to earn more perks the more they engage with us. Members receive rewards points for each purchase, that can then be redeemed towards the cost of future purchases or products.

You also earn points for sharing with friends, following us on social media, and are even gifted with bonus points just for having a birthday! In addition to earning points, members have the chance to earn early access to sales, exclusive previews of new product, and free shipping. You can view the full list of perks on our rewards page here.

Simply create an account here. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions, and all of our newest drops. If you currently have an account with us, you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning points!

We took care of that for you! All customers with an active account were automatically enrolled in our rewards program.

Contact customer service by emailing service@slmdskincare.com or using contact form here and our team will be happy to assist you with merging your accounts.

Yes! Any orders placed since the launch of Skinterest Rewards (after November 1, 2021) will be available for you to collect. Orders placed prior to 11/1/21 are not eligible for points. If you placed an order without having an account, all you need to do is create an account and the points will be applied.

You must log in first and you can find your status, points, and perks by going to the rewards page.

Exchanging your points for great rewards couldn't be easier! Simply log in and visit the rewards page to view all of our great reward options and click the 'Redeem' button to redeem your chosen reward. You can also redeem your points at checkout. Select how many points you would like to apply to your order at checkout for $ off your order. *You must have a minimum balance of at least 100 points each time you would like to make a redemption, and points must be redeemed in increments of $5.

Every 100 points = $5. If you're in one of our higher tiers, you'll earn points faster on each purchase with a 1.25x multiplier and 1.5x multiplier. Points can also be redeemed in $5 increments.

For starters: each member gets a reward just for joining our rewards program. Aside from earning points through purchases, you can add your birthday to your account to earn points, refer a friend or like us on social media. Access all the ways to earn under the rewards page.

The higher your tier, the more benefits you’ll unlock! Skinterest Rewards members have three different tiers: Skindividual, Skinsider, and Skinfluencer. When you sign up, you’ll automatically start as a part of the Skindividual tier. You’ll be able to level up to the next tier when you spend and earn a certain point threshold: Skindividual (0 points), Skinsider (250 points), Skinfluencer (600 points). With each tier, you’ll also unlock new benefits and perks, plus exclusive discounts and opportunities! Your tier status term is based on rolling year (12 month period once you reach a tier status).

Rewards points will expire after one year of inactivity. Inactivity includes not interacting with our program i.e., redeeming points, placing an order, etc.

Once you are in Skinsider or Skinfluencer status, you will be in that tier for one year from the date you unlocked it. Make sure to keep interacting with our program to maintain your status (or even move up a tier).

Nope! That’s the best part about being a Skinterest Rewards member! You will always have an opportunity to earn more points by shopping with us, engaging with our brand and community online, and through seasonal sales.

If you use your rewards towards a purchase and later decide to return that item, your rewards will be credited back to your rewards account. For example, if you use $10 worth of points towards a $100 purchase that you decide to return, the $90 balance will be refunded on your credit card and the $10 reward credit will be deposited back into your rewards account.

Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us at service@slmdskincare.com or fill out the contact form here to help apply your points to your account. You also won’t receive points if you return your purchase or your purchase is canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.

Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be: in your account! The first thing to note is that there may be a delay in our systems communicating and points could take anywhere from minutes to several hours to appear in your account. However, if you feel like you have earned points but they are not showing up in your account, you can also troubleshoot it with these tricks:

• Try to refresh your browser.
  • Try to log out and then back in to your account.
    • Check your ‘Rewards history’ in your Rewards account to see if the points were added without your realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.

      If you still feel like your points balance is not accurate you can contact our customer support team at service@slmdskincare.com or fill out the contact form here and they will look into the issue for you.

We are sorry to hear that. There are a couple of scenarios that could have triggered the error message. The first possible scenario is that there was a mistype in one of the email addresses that you entered or you forgot to put commas between multiple emails to separate them. To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once.

If you are still having problems using the email referrals we recommend using your unique referral link or sharing the referral through Facebook, Twitter, or Messenger to receive credit. Please contact our customer support team at service@slmdskincare.com or fill out the contact form here if you need further assistance.

Thank you so much for sharing us with your friends! We really appreciate it. Referred friends must be a first time customer in order for both of you to receive the referral rewards. In addition, the referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link initiated here. Points will be added to your account as soon as your friend completes their first purchase on slmdskincare.com. When this happens you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals.

Rewards points can be redeemed during the checkout process. Before checking out, ensure that you are signed in to your account.

Once you get to the checkout screen you will see your total available Rewards points available for use. To use your rewards, drop down the points redemption bar to select the number of points you would like to redeem on the order you are placing, then continue with the check out process. *You must have a minimum balance of at least 100 points each time you would like to make a redemption, and points must be redeemed in increments of $5.