Frequently Asked Questions
Shipping Information
Where do you ship?
We currently ship in the United States, Canada and select international locations (so long as the international locations do not support animal testing or cruelty)
How long does it take for my order to ship?
We are always seeking the best rates with our shipping partners at FedEx and UPS – please refer to our general guidelines below:
H.S.S. orders are shipped and delivered Monday through Friday. The following are shipping options available for your H.S.S. online purchase:
Standard = FREE
1-6 Business Days on average, depending on location
FREE Standard Shipping for orders over $100
Standard = $9.60
1-6 Business Days on average, depending on location
Standard Shipping on orders under $100
Expedited = Extra Rates Apply
2-4 Business Days
Contact Us for more information
We are always monitoring and tracking packages on our loyalists’ behalf but sometimes life happens. If you see that your package gets lost or says “delivered” and it’s not in your possession please contact us immediately at info@helixskinco.com and we will open an investigation with the selected shipping vendor. Please understand these inquiries are not immediate and usually take at least 48-72 hours to resolve. If the package remains lost we will file a claim and once the carrier confirms the lost package we will refund you or send you a new package free of charge.
What if my package arrives damaged?
If you receive your package and upon inspection realize that your goodies are damaged or unusable please hold on the box, the packaging and the actual item and then take at least 3 photos and immediately email them to info@helixskinco.com. Along with the photo please provide a receipt or copy of your original invoice and team H.S.S. will review, assess and get back to you within 24-48 hours. In most cases, we will simply send you back a replacement package immediately.
What if I placed an order and my address is wrong or I need to cancel?
Please contact us immediately at info@helixskinco.com or call our customer care team at 877-874-3549 (Mon- Fri, 9 am- 6 pm). If your order has not yet shipped, Team H.S.S. will do everything we can to adjust the order information or cancel. If the order has already left our fulfillment center we, unfortunately, cannot make any changes to order status or destination.
Return Policy
At Helix Skin Science we strive for pure joy, which means we want everyone to enjoy their purchases from our online store at https://helixskinscience.com. If you are not totally satisfied, please email us at info@helixskinco.com so we can provide you with a return label and our return address. Within 30 days, upon return and inspection of the product at our warehouse, we are happy to offer you a full refund or merchant credit, depending upon your preference.
Purchases on Third-Party Websites.
In addition to purchases on the Site, the Site may permit you to make purchases of products or services through third-party websites. The terms associated with your transactions for these services and/or products are subject to the terms and conditions and privacy policies of the third-party websites. If you have problems or questions regarding a transaction with a third-party website, please contact the third-party website directly.
What if I’ve tried the product already?
We totally relate to the excitement of getting a new purchase in the mail and with our stuff how can you not test drive it!? However, if more then one-quarter of the bottle has been used under no circumstances will we accept a request for a return or exchange.
I bought your product from another retailer – can I exchange or return directly to H.S.S.?
While we sincerely appreciate the brand loyalty we are unable to process returns or exchanges for our retail partners. Such requests have to be made directly with the retailer in order to inquire about their specific return policies.
How long does it take to process a refund?
Please allow 2-5 business days for inspection upon receipt of your return. After inspection, a member from Team H.S.S. will notify you as to whether or not the criteria for a full or partial refund have been met. Please allow 3-7 business days for your refund to post to your account once it has been approved. We will also send you updates as your refund is being processed.
Can I return a gift?
As long the gift was purchased via our online store, at https://helixskinscience.com. We will need the original order # or email address under which the product(s) was purchased to verify and then initiate the refund.
