SkinCrew Help Center & FAQ

Yes. SkinCrew is a strictly authorized US retailer for every brand we carry. We buy directly from the manufacturer or their official US distributors. Buying from an authorized source ensures your products are authentic, untampered with, and covered by manufacturer warranties.

It means each brand has approved SkinCrew to sell its products and supplies us directly. Authorized retailers must meet storage and handling standards, so you receive fresh, effective formulas backed by the brand guarantee, never diverted or counterfeit stock.

We carry leading clinical and medical-grade brands including AlumierMD, Vivier, G.M. Collin, Hydrinity, Epicutis, AnteAGE, ( plated )™ Skin Science, SkinMedica, PCA Skin, EltaMD, Colorescience, Teoxane, Alastin, Omnilux, BABOR and FOREO, with our range always growing.

Professional brands do not authorize sales on mass marketplaces. Products found there are often gray-market items that may be near expiration, diluted, or even counterfeit. Because medical-grade skincare penetrates deep into the skin, using unverified formulas can lead to severe reactions or no results at all.

Clinical formulations contain unstable actives like vitamin C and retinol. We use climate-controlled fulfillment and a high-velocity inventory system so products never sit on shelves for long. You receive a fresh batch with maximum potency.

Medical-grade products are formulated with high-purity active ingredients and backed by clinical research. They use advanced delivery systems to reach the deeper layers of skin, unlike many over-the-counter brands that mostly sit on the surface.

Yes, we are 100% US-owned and operated. We ship from within the United States to all 50 states and Puerto Rico, supporting domestic logistics and avoiding customs delays.

Most of our professional lines prioritize clean chemistry and are free from parabens, sulfates, and artificial fragrances. Full ingredient lists are available on every product page for your review.

Yes. Many of our brands are PETA-certified cruelty-free and offer vegan formulations. You can use our site filters to shop specifically for vegan or cruelty-free clinical skincare.

Yes. While these products are professional-strength, we make them accessible online. We recommend messaging our specialists for guidance so you select the right strength for your skin tolerance.

While clinical products are formulated to minimize irritation, hypoallergenic is not a regulated term. We recommend a patch test for any new active product if you have highly reactive skin.

Our fulfillment is temperature-monitored. This prevents heat-induced oxidation, which is common in low-quality warehouses and can turn clear serums brown and ineffective.

We use recyclable shipping materials whenever possible and prioritize brand partners with sustainable packaging initiatives and reduced plastic waste.

Yes. We include complimentary samples with orders based on current stock from our brand partners, so you can test textures before committing to full-sized products.

Yes. We use industry-leading SSL encryption and secure Shopify payment gateways. We never store your full credit card information on our servers.

The price reflects higher ingredient purity, patented delivery systems, and clinical testing. Because these products are concentrated, you often use less per application than drugstore alternatives, making cost-per-use competitive.

SkinCrew is an online-first retailer, which lets us keep inventory fresh and ship directly from our climate-controlled center anywhere in the US. Local pickup from our Boca Raton, Florida location may be available for some items — eligible products will show a pickup option at checkout.

Batch codes are printed on the bottom of bottles or on the crimp of tubes. You can contact the manufacturer directly to verify the production date of any item purchased from us.

Yes. Skincare is not gendered, but we also have specific collections and protocols tailored for men’s typically thicker, oilier skin and post-shave recovery.

Many are, but some formulations use wheat-derived ingredients. Please check the full ingredient list on the product page if you have a severe gluten sensitivity.

Sign up for Back in Stock notifications on the product page. You will receive an automated email the moment that item is scanned back into our inventory.

We provide free standard shipping on all US orders over $99 USD. For orders under $99, shipping is calculated at checkout based on your delivery address.

We fulfill from US hubs in Florida and New York. Most orders are processed within 24–48 business hours. Standard shipping takes 3–7 business days, while priority shipping typically arrives in 1–3 business days.

Local pickup from our Boca Raton, Florida location may be available for some items. If an item is eligible, you will see a pickup option at checkout with instructions once your order is ready.

Yes. We ship to all 50 states and Puerto Rico. Transit times to AK, HI, and PR may be slightly longer than the mainland US.

Yes. We proudly support our military by shipping to APO, FPO, and DPO addresses via USPS.

We use a mix of USPS, FedEx, and UPS to ensure the most reliable delivery to your specific zip code.

A tracking link is emailed to you automatically as soon as your shipping label is created. You can also track from your account under order history.

If your order has not been fulfilled, we can update the address — contact us immediately. Once shipped, we cannot redirect a package.

Orders with Checkout+ are replaced or refunded immediately. For standard orders, we must wait for a formal carrier investigation (up to 14 days) before taking action.

In extreme heat or freezing cold, we may briefly delay shipping high-potency products to ensure they are not compromised in a carrier truck over a weekend. We prioritize the clinical integrity of your products.

Currently, SkinCrew only ships within the United States, including Puerto Rico.

Orders can be canceled within 1 hour of placement. After that, they are typically already in the fulfillment process and cannot be stopped.

The carrier will usually make multiple attempts. If unsuccessful, the package is returned to us, and a reshipping fee may apply.

We use heavy-duty boxes and protective dunnage to ensure glass bottles and precision pumps arrive intact.

Carrier systems often flag invalid addresses. We will reach out by email to correct it, but this will delay your shipment.

High-value orders over $500 may require a signature for your protection.

During major events like Black Friday, processing may take 3–5 business days due to high volume. We appreciate your patience as our team works to get orders out.

Wait 24 hours, as carriers often pre-scan packages. Check around your property and with neighbors. If it is still missing and you have Checkout+, we will send a replacement immediately.

Our warehouse operates Monday through Friday. Orders placed over the weekend are processed on Monday or Tuesday.

We offer up to 20% cashback on eligible purchases, with the exact rate depending on the product and any promotion at the time. This credit can be used like cash on any future order.

Cashback is typically credited once your order is marked as fulfilled and shipped. It then appears in your CASHBACK BALANCE area for use on your next purchase.

Yes. Credits expire after 180 days (6 months) of account inactivity. We send an email reminder 30 days before any balance is set to expire.

While logged in, you will see your available balance at checkout. Simply select the amount you wish to apply to your current total.

Yes, you can typically apply your earned cashback on top of most promotional discount codes. Note that standard codes are usually disabled during major sitewide sales.

Yes. You must be registered and logged in at the time of purchase. Guest checkouts do not accrue cashback rewards.

No. Cashback is non-transferable and strictly tied to the account that earned it.

The cashback earned on that specific item is deducted from your balance once the refund is processed.

No limit. The more you shop for your clinical routine, the more credit you build toward future savings.

Visit your account dashboard to find your unique referral link. You earn extra cashback credits for every friend who makes their first purchase using your link.

Yes. Add your birthday to your account profile to receive a special cashback bonus every year.

Click "Forgot Password" on the login screen. An automated link will be sent to your email to create a new one.

For security reasons, please contact us to update the primary email address on your account.

No. The SkinCrew loyalty program is 100% free for all customers.

Click "Unsubscribe" at the bottom of any marketing email. You will still keep your cashback balance and order history.

No. Cashback is earned on the merchandise subtotal, not on shipping fees or sales tax.

Usually this happens if you were not logged in, or the items were part of a specific exclusion such as gift cards. Email us and we will help.

Log in and click "My Orders" to see every item you have purchased and the status of current shipments.

You earn cashback when you spend a gift card, but not when you buy the gift card itself.

Without Checkout+: for safety and hygiene, we accept returns on unopened, unused items with seals intact within 100 days.

They cover different situations. The 100-day window is for returning unopened product. The 45-day satisfaction guarantee (via Checkout+) covers opened product you have already started using.

Visit our contact page with your order number and reason for the return, and we will guide you through it.

Checkout+ is a premium service that covers lost, stolen, or damaged packages and adds a 45-day satisfaction guarantee on opened skincare, including a free prepaid return label.

With Checkout+, return shipping is free via a prepaid label. For standard returns, the customer is responsible for shipping costs back to our facility.

Once received, we process returns within 3–5 business days. Your bank may take another 5–7 business days to reflect the credit on your statement.

Manufacturing defects happen. If your pump will not prime or the bottle is cracked, take a photo and contact us within 48 hours for a free replacement.

Yes, as long as the item is unopened. For opened exchanges, Checkout+ coverage is required.

Discontinue use and contact us. We will guide you through the process or suggest a barrier-repair alternative. Photos are requested for clinical reviews.

Only if completely unopened in original shrink-wrap. Once opened they are final sale for hygiene reasons, unless defective — defective devices are covered by manufacturer warranties.

Clearance items, certain limited-edition kits, and gift cards are non-refundable.

No. Kits and bundles must be returned in their entirety to qualify for a refund.

No. We do not charge restocking fees on approved, eligible returns.

Contact us immediately. We will ship the correct item and provide a prepaid label to return the error.

No. The service begins protecting your order the moment you check out and is non-refundable.

We monitor for return abuse. Excessively high return rates may result in account review or restriction.

Gifts can be returned for store credit if unopened. Refunds must go back to the original form of payment.

Yes. Items must be returned in their original box and packaging to be accepted for a refund.

The satisfaction guarantee expires 45 days after the delivery date shown on your tracking. Unopened items may still qualify under the 100-day return policy.

Start simple: a cleanser, one targeted treatment (such as vitamin C or retinol), a moisturizer, and a daily SPF. Add actives one at a time. Message our specialists and we will build a routine around your skin type and goals.

General rule: cleanse, tone, serum, moisturize, SPF (AM). Always apply from thinnest to thickest consistency, letting each layer absorb.

Yes. When starting retinoids or AHAs, cell turnover increases and pushes congestion to the surface. This purge typically lasts 2–4 weeks. Persistent or severe irritation means you should scale back.

Yes, but use vitamin C in the morning (to protect) and retinol at night (to repair) to avoid irritation.

Skin cells turn over every 28–40 days. Hydration and radiance improve sooner, but expect clear clinical results after 8–12 weeks of consistent daily use.

Always check with your doctor. Generally, retinol, hydroquinone, and high-strength salicylic acid are avoided during pregnancy and breastfeeding. Message us for pregnancy-friendly options.

Yes. Up to 90% of visible skin aging is caused by UV exposure. Even on cloudy days or indoors near windows, daily broad-spectrum SPF protects your skin and your results.

Clinical products are concentrated. A pea-sized amount is usually plenty for the entire face. Using more will not speed results and may cause irritation.

Stick to gentle, hydrating recovery products until your skin has stopped peeling and the barrier has fully recovered.

This is common. Reduce to every third night and use the sandwich method (moisturizer, retinol, moisturizer) to buffer the product.

Dry skin lacks oil (sebum); dehydrated skin lacks water. We carry serums and moisturizers for both conditions.

Yes. Eye-area skin is much thinner than the rest of the face and has no oil glands, so it benefits from specialized, gentle hydration.

LED and microcurrent devices can meaningfully boost the results of your topicals when used consistently as directed.

Usually 2–3 times a week. Over-exfoliating damages the barrier and leads to inflammation and sensitivity.

Yes. The neck and chest age faster than the face, so bring your serums and SPF down to the collarbone.

A simple 4-night rotation: exfoliate, retinoid, recovery, recovery. It helps you get results from strong actives while avoiding irritation.

Keep them in a cool, dry place away from sunlight. A cabinet is better than a sunny vanity, which preserves actives like vitamin C and retinol.

It is best not to. Mixing can alter pH and stability. Layer products one at a time for maximum efficacy.

Absolutely. The same concern and ingredient guidance applies, and several brands we carry offer men-focused options.

Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay.

Yes. We offer interest-free installments through Shop Pay Installments at checkout.

Discount codes do not apply during sitewide sales or on items already discounted, and only one code can be used per order. First-time-customer discounts cannot be combined with other promotions, sale prices, or cashback rewards.

Yes. Our gift cards are delivered by email and have no expiration date.

Most declines are due to an incorrect zip code or mismatched billing address. Double-check your details and try again.

Sales tax is calculated at checkout based on your state requirements.

We are a retail platform for the end consumer and do not offer wholesale or professional back-bar pricing.

We are here to help. Text our US support team at +1 833-968-2044 or email help@skincrew.com, or use our contact page.

If you are new to retinol, start at the lowest strength (e.g. 0.25% or 0.3%) two to three nights a week and build up. We stock retinols by strength so you can step up gradually. Browse the full lineup on our Retinol hub, or message our specialists for a match to your skin tolerance.

The best vitamin C depends on your skin type and how much brightening or antioxidant defense you want. L-ascorbic acid is the gold standard for potency; gentler derivatives suit sensitive skin. Compare options on our Vitamin C hub.

Look for an oil-free, broad-spectrum mineral or hybrid SPF with a matte finish. We carry tinted and untinted options that sit well under makeup. See the full range on our SPF hub.

A combination of vitamin C, niacinamide, targeted brighteners, and daily SPF works best to fade and prevent dark spots. Explore targeted options on the Hyperpigmentation hub.

Retinol and peptides are the most evidence-backed actives for smoothing lines, paired with daily SPF to protect results. Start on the Fine Lines & Wrinkles hub or the Anti-Aging hub.

Salicylic acid, benzoyl peroxide, niacinamide, and gentle retinoids all help clear and prevent breakouts. Browse clinical acne options on the Acne hub.

Dry skin needs oil (ceramides, rich moisturizers); dehydrated skin needs water (hyaluronic acid). Many people need both. See options on the Dry Skin hub and the Hyaluronic Acid hub.

Barrier-supporting, fragrance-free formulas with calming ingredients are best for reactive skin. Introduce actives slowly and patch test. Explore the Sensitive & Redness hub.

Niacinamide balances oil, calms redness, and evens tone, and pairs well with most actives. See options on the Niacinamide hub.

Regular gentle exfoliation, vitamin C, and consistent hydration revive radiance. Start on the Dull Skin hub.

Salicylic acid, retinoids, and niacinamide refine the look of pores and clear congestion over time. See the Large Pores hub and Blackheads hub.

Lightweight, non-comedogenic formulas with niacinamide, salicylic acid, or gentle retinoids help balance oil without stripping. Explore the Oily Skin hub.

A core anti-aging routine is vitamin C in the morning, retinol at night, peptides for firmness, and daily SPF. Build from the Anti-Aging hub.

Vitamin C, vitamin E, ferulic acid, and resveratrol defend against free-radical and environmental damage. Browse the Antioxidants hub.