Shipping, Refund & Returns Policy
RETURNS, EXCHANGES, & RESTOCKING FEES
We want you to be satisfied with your SKIN GYM (SkinGymCo.com) purchase. If you are not completely satisfied, eligible items may be returned in accordance with the policy below.
Return Eligibility
Returns must be initiated within 10 days of delivery:
- Items must be unopened, unused, and in original condition and packaging
- Sale items are FINAL SALE and are not eligible for return, exchange, store credit, or refund
To initiate a return, please email [email protected] and include your order number in the subject line.
Restocking Fees & Shipping Costs (All Returns)
For all approved returns, the following apply:
- A 20% restocking fee will be deducted from the refund plus a $5 handling and any shipping costs.
Original shipping and handling fees are non-refundable.
- Customers are responsible for all return shipping costs
If your order qualified for free shipping, the original outbound shipping cost will be deducted from your refund.
Any applicable handling, return shipping, or restocking fees will be deducted prior to processing your refund.
Exchanges
Exchanges are accepted for eligible items only
All exchange requests are subject to the same eligibility requirements and fees noted above
- Customers are responsible for all shipping costs associated with exchanges
Damaged Items
If your item arrives damaged, please email [email protected] within 10 days of delivery with clear photos and a video of the product. Our team will review and assist with a replacement or refund as applicable.
Undeliverable / Returned to Sender Orders
Orders returned to us due to customer-related issues — including but not limited to incorrect address, failure to retrieve the package, refusal of delivery, or failure to pay required duties or taxes — are the responsibility of the customer.
If an order is returned for any of these reasons:
- The order is not eligible for a full refund
- Original shipping and handling fees are non-refundable
A restocking fee will apply
- A handling fee may be deducted
- Any return shipping costs incurred will be deducted from the refund
If the customer requests reshipment, additional shipping and handling fees must be paid prior to reshipment.
Lost, Missing, or Stolen Packages
Once an order has been shipped and marked as Delivered by the carrier, SKIN GYM is not responsible for lost, missing, or stolen packages.
Please note the following:
- Orders marked as Delivered by the carrier are not eligible for refunds or replacements
- SKIN GYM is not responsible for packages lost due to theft, misdelivery, or carrier error
- Customers are responsible for providing a safe and secure delivery location
Upon delivery, customers are expected to check their package promptly. If any item is missing from the order, it must be reported to [email protected] within 2 days of the delivery date. Reports made after this window may not be eligible for review or resolution.
If your tracking shows Delivered but you did not receive your package, we recommend:
- Checking with neighbors, household members, or building management
- Contacting the shipping carrier directly to file a claim
- Verifying the shipping address provided at checkout
If a package is confirmed lost by the carrier before delivery (Tracking does not show Delivered), please contact us at [email protected] within 10 days of the last tracking update so our team can review and assist as appropriate.
For added protection, we strongly recommend selecting any available shipping insurance or signature-required delivery options at checkout when offered.
International Shipping
We partner with Passport Shipping, a trusted international shipping service that delivers to over 200 countries worldwide.
Once your order leaves our warehouse, Passport Shipping will be your primary point of contact for all international delivery questions. If you need assistance with your shipment, please reach out to them directly at [email protected].
International orders include a shipping fee, and may also be subject to duties and taxes depending on your country’s regulations. Duties and taxes may be charged at checkout or upon delivery, in accordance with local laws. Please note that we are not responsible for delays, returns, or re-shipment of packages when duties and taxes are unpaid.
Shipping times may vary based on destination and customs processing. If your package is delayed, lost, or you have any delivery-related questions,
Passport Shipping ([email protected]) is the best resource for support.
Holiday Return & Exchange Policy (Effective November 21 – January 1, 2026)
During the holiday period, beginning November 21 and ending January 1, 2026, customers may exchange unopened and unused items purchased within this timeframe. All exchanges must follow the same guidelines noted above, including the requirement that products remain in their original, unopened condition and that customers are responsible for all return shipping costs. Exchanges will be processed once the returned items are received and inspected.
If you have any questions please email us at [email protected]