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Frequently Asked Questions

Most Asked

Unfortunately we do not ship internationally at the moment. We currently only ship to addresses in the United States.

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, 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 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 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 and returns page.

Please note that the only additional authorized retailer for SLMD Skincare is Target, and Target.com. 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.

Billing & Payments

We accept PayPal, Visa, Mastercard, Discover, American Express, 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

Orders & Shipping

Please note that the only additional authorized retailer for SLMD Skincare is Target, and Target.com. 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.

Unfortunately we do not ship internationally at the moment. We currently only ship to addresses in the United States.

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 on during regular business hours (PST) are usually dispatched on or before the next 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.

SLMD Skincare uses third party delivery services such as USPS, DHL, UPS and Fedex. You can find the specified carrier in charge of your delivery in your tracking information. If you haven’t already received your package, check with them first! If you need any further assistance, you can reach out to customer service at service@slmdskincare.com and we will help you file a missing package request.

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.

Using Our Products

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

SLMD Systems are formulated to complement each other for the best results but it is possible to use in conjunction with other acne 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 products if you have any of these skin conditions.

Yes, SLMD products are safe to use if you have Melasma. However, it is absolutely imperative to use sun protection whether you are using SLMD products or not! Ingredients such as Benzoyl Peroxide and 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 Acne System contains products that are formulated to treat all types of acne!

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:

  • Remove makeup (Step Zero: Cleansing Wipes)
  • Cleanse with a face wash (Salicylic Acid Cleanser)
  • Tone (Resurfacing Acne Swipes)
  • Treat (BP Lotion, Sulfur Lotion, Retinol Serum (nighttime only))
  • Serum (Hyaluronic Acid Serum)
  • Moisturize (Facial Moisturizer, Daily Moisturizer)
  • Target (Salicylic Acid Spot Treatment, BP Spot Treatment)
  • Sunscreen ( Daily Moisturizer, UV Bounce)

FOR THE BODY:

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

About SLMD Skincare

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.

Returns

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 complete system or bundle must be returned together. Incomplete bundles or kits will not be eligible for a refund
  • 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.

E-Gift Cards

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 check out separately for each card you want to send. A special note with every card makes it even sweeter!

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

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 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.

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.

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

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