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FAQ

ABOUT SKINFIX

What makes Skinfix different?

Skinfix truly is the first clean, clinically active brand that stands behind our promise with clinical proof that our products work. We formulate powerful, non-irritating skincare with the goal of directly helping to heal, replenish and maintain the vital skin barrier. We use active ingredients at their clinically validated active levels so that they are effective at targeting each skin concern that we treat. That's the Skinfix difference.

What does "Clean" mean?

Clean for Skinfix means avoiding a long, evolving list of ingredients that are known to be toxic, controversial, irritating or potential skin allergens by our dermatologist community. Read more about Our Promise

What does "clinically active" mean?

Clinically active for Skinfix means formulating products with active ingredients that can target skin concerns and promote skin barrier wellness. According to the FDA, an active ingredient is any component of a drug product intended to provide therapeutic and pharmacological activity in direct effect to a treatment. Skinfix works with dermatologists and holistic chemists to identify key combinations of clinically active ingredients that are safe and abide by strict medical, clinical protocols. The result is formulas that are not just ‚Äúclinical,‚ÄĚ but clinically proven.

SHIPPING, DELIVERY & RETURNS

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Where can I purchase your products in the United States?

US customers can purchase our products at Sephora, Sephora.com, Sephora at Kohls, and Skinfix.com.

Please note, skinfix.com does not ship to the following US territories: Guam, US Virgin Islands, American Samoa, Micronesia, Marshall Islands, Northern Mariana Islands, and Palau.

Can I purchase your products internationally?

At this time, Skinfix will only ship to Canada and the United States.

This website may be accessed from countries other than the United States or Canada, and links from this website may be used by sources from international websites. Any such references and links do not imply that such products will be made available outside the United States or Canada. Please sign up for our newsletter to be notified about any distribution changes.

How long will my order take?

Shipping times start after the order leaves our warehouse. This process can take up to 48 hours. Depending on where you live, once picked up from our warehouse, your package will deliver dependent on the shipping options chosen at checkout. Unless you are otherwise notified by us, shipments will be made via ground delivery. All ship and delivery dates specified on our website are estimates and are subject to change. Skinfix is not responsible for delays by the shipper. 

All orders placed after 3pm (EST) or during the weekend, will be processed the following business day.

What forms of payment do you accept?

We accept Visa, Master Card, Discover, American Express, ShopPay, Google Pay and PayPal.  We also offer "buy now, play later" through Klarna for one time orders (Klarna is not eligible for subscription orders).

Can I cancel or change my order?

Unfortunately, once an order has been placed, we're unable to change or cancel your order. Please contact info@skinfix.com and we’d be happy to issue you a return label.

My order is missing. What do I do?

If you believe your package is missing, please email us at info@skinfix.com and we will start a trace with our delivery providers and take the required follow-up steps. This process takes approximately 2-3 business days. We cannot replace packages until they have been confirmed missing.

What if my package arrives damaged?

If your package was damaged during shipment, save the box and the merchandise and notify us immediately at info@skinfix.com. We will send you a shipping label to have it mailed back to us.

What is your return policy?

At Skinfix, we are committed to making products that are proven to work and we want you to be completely satisfied with your Skinfix purchase. If you are not totally satisfied with your purchase, please send an email to info@skinfix.com to begin the return process. Only items purchased on www.skinfixinc.com may be accepted for return or exchange by Skinfix. Skinfix products purchased from our website must be returned or exchanged for the same item within 30 days from the date of purchase, be in new or gently used condition, and be accompanied with a proof of purchase. Proof of purchase may include your name, email, order number, lot #, and photo evidence of any damages. Please Note: All returns and exchanges are subject to validation and approval at our discretion. Please read more about our return and exchange policy here.

The product I want is out of stock, will it be available again?

Occasionally, an item may be temporarily out of stock. However, we restock our products regularly and we recommend that you check back often to see when an item is back in stock. At this time, we do not have a backorder system. We apologize for any inconvenience.

PRODUCT

Why is the pump on my refill pod not working?

How to refill your Triple Lipid Peptide Cream:

1. Remove lid + unscrew pump from current jar.

2. Remove, rinse out + recycle the empty pod. The empty pod should have a white plastic disk (piston) at the top.

If the piston gets stuck to the top of the lid, gently pull it off the top with a cloth and recycle.

3. Insert new pod into jar and peel the foil off the new pod (but do not touch the product to avoid contamination!).

4. Twist the pump onto the jar, pump + enjoy!

How To video

Do your products contain Petroleum Jelly or Petrolatum?

Skinfix formulates using USP grade petrolatum only in products where it is needed to support skin barrier repair. Petrolatum is an ideal barrier protectant because it is occlusive and non-irritating. It also allows for the slow release of active ingredients onto the skin barrier, which is why it is used in many prescription ointments. It was used in the original healing balm created over 100 years ago and has been proven to work for generations. We have tried alternative ingredients and have not found anything as effective when tackling barrier repair. We use a type of petrolatum (USP Snow White) that is the cleanest form is purified to remove Polycyclic Aromatic Hydrocarbons (PAH's). Each batch of ingredients is certified to meet the PAH standards according to USA FDA codes 21 CFR 172.886, 21 CFR 178.3710, 21 CFR 178.3700 and 21 CFR 172.880.

Why have you changed the name of your products?

Clean beauty and transparency go hand in hand and our new names reflect the skin conditions we are treating and the type of ingredients we are using. For example, our former Healthy Skin Face Collection is now called our barrier+ collection as it focuses on maintaining the health of the skin barrier. Here are our product name changes:

Calm & Repair Sleeping Mask = Redness Recovery+ Antioxidant Redness Treatment Overnight Mask

Calm & Rejuvenate Eye Cream = Redness Recovery+ Antioxidant Eye Treatment

12hr Miracle Ointment = Remedy+ 911 Ointment

Brightening Eye Cream = Barrier+ Lipid-Boost 360 Eye

Moisture Boost Serum = Barrier+ Lipid-Boost Jelly

Hydrating Lotion = Barrier+ Lipid-Peptide Lotion

Nourishing Cream = Barrier+ Lipid-Peptide Cream

Eczema Balm = Eczema+ Targeted Body Balm

Eczema Sheer Face Ointment = Eczema+ Dermatitis Face Balm

Are your products natural?

We formulate with nature's pharmacy to treat skin conditions and problems. Many of our formulas are over 90% naturally derived. and we also indicate the % natural on most of our products.

Are your products vegan?

Many of our formulas are vegan and are indicated on individual product pages.

Please note, we do use beeswax and honey in some formulas. All of our products are either vegan or beegan.

Do you test on animals?

Skinfix is a cruelty-free company, and we proudly display PETA's Beauty Without Bunnies
logo on our website and products. To display this logo, Skinfix has signed a statement of assurance verifying that we do not conduct, commission, run, or pay for any tests on animals for raw ingredients, formulations, or finished products anywhere in the world.

Do your products contain Paraffin?

Yes, some of our products do contain Paraffin that is clean and USP grade. Paraffin is a wax derived from Petrolatum that thickens the formula to a balm consistency better than beeswax alone. If you have any questions about the ingredients in a product, please check our detailed product pages or email info@skinfix.com.

Do your products contain Parabens?

All our products are free from Parabens. If you have any questions about the ingredients in a product, please check our detailed product pages or email info@skinfix.com.

Do your products contain fragrance?

Yes, some of our products do contain natural fragrances which serve multiple purposes such as to reduce inflammation and to exfoliate. If you have any questions about the ingredients in a product, please check our detailed product pages or email info@skinfix.com.

Are your products Gluten-Free?

We are happy to say that all our products are gluten free and have been verified as such by an outside laboratory. While not all of them state "gluten free" on the packaging, you can be assured that they have all passed testing.

Are your products made in a Nut Free facility?

Our products are not made in a nut-free facility. Many of our product formulations contain sweet almond oil and shea butter.

Is your packaging recyclable?

Yes, all our packaging and product components are recyclable.

SUBSCRIBE & SAVE

How does the subscribe & save program work?

Our subscribe & save program was created so that you don't have to worry about running out of your Skinfix faves! Pick how often you'd like to replenish and we'll automatically place your order - so you can relax and know your skin barrier essentials are on the way! Plus, you get the flexibility to customize your subscription at any time:

  • Change Frequency
  • Skip Shipment
  • Update Quantitiy
  • Swap + Add Products
  • Change Shipping or Billing Address
  • Change Next Order Date
  • Edit Payment Method
  • Pause Subscription
  • Cancel Subscription
What are the perks of subscribing?

When you subscribe, you lock in the following perks:

  • 10% off on every recurring order
  • Free shipping on every recurring order
  • 2x barrier benefits points on every recurring order
When does my subscription start?

Your subscription will start on the day that you sign up! You'll be charged for your first order and it will be shipped within 3-5 business days. Then, any future orders for your subscription will follow the frequency that you have selected.

What if I forget about my subscription?

We'll send you a reminder email a few days before we ship your next subscription order - you can delay, pause or cancel the subscription anytime you want.

Can I subscribe to multiple products?

Yes! You can subscribe to as many products as you like and can choose the frequency and processing date for each product. You can also delay, pause or cancel one subscription while keeping the other active.

How do I edit my subscription?

To edit any details of your subscription, please log into your account here and select "Manage Your Subscriptions". You will be brought to the subscription portal, where you can:

  • Change Frequency
  • Skip Shipment
  • Update Quantity
  • Swap + Add Products
  • Change Shipping or Billing Address
  • Change Next Order Date
  • Edit Payment Method
  • Pause Subscription
  • Cancel Subscription
How do I cancel my subscription?

To cancel your subscription, please log into your account here and select "Manage Your Subscriptions". In the subscription portal, You will see a "cancel subscription" button to the right of the subscription item. Once you select "cancel subscription", you will be prompted to confirm that you want to cancel your subscription.

P.S. you also have the option to skip your next delivery, instead of fully canceling your subscription!

How do I change the frequency of my subscription?

To change the frequency of your subscription, please log into your account here and select "Manage Your Subscriptions". In the subscription portal, you will see your current frequency option to the right of the susbcription item. When you select the arrow next to the frequency, a dropdown menu will appear where you will be able to select the your new desired frequency (choose from options: 1 month, 2 months, 3 months, 4 months).

How do I edit my payment method?

To change your payment method, please log into your account here and select "Manage Your Subscriptions". In the portal, you will see a "change billing" button below your subscription items. Once you select that button, you will be prompted to select "send email" in order to change your payment. After you selct "send email", you will receive an email that will take you to a page in which you can update your payment method for your subscription orders.

What products are excluded from the program?

We do not offer the option to subscribe to our kits or virtual bundles.

Can I return or exchange my subscription order?

At Skinfix, we are committed to making products that are proven to work and we want you to be completely satisfied with your Skinfix purchase. If you are not totally satisfied with your purchase, please send an email to info@skinfix.com to begin the return process. Only items purchased on www.skinfixinc.com may be accepted for return or exchange by Skinfix. Skinfix products purchased from our website must be returned or exchanged for the same item within 30 days from the date of purchase, be in new or gently used condition, and be accompanied with a proof of purchase. Proof of purchase may include your name, email, order number, lot #, and photo evidence of any damages. Please Note: All returns and exchanges are subject to validation and approval at our discretion. Please read more about our return and exchange policy here.

Can I change my shipping method for my subscription order?

No - our subscribe & save program will always ship with the standard shipping method based on your location.

Does my recurring subscription order qualify for other Skinfix promotions?

At this time, recurring subscription orders do not qualify for other promotional offers such as sale events (for example: Friends + Family Black Friday, Cyber Monday), gifts with purchase, loyalty point promotions, and subscribe & save promotions.

Why did my subscription price increase?

We are a small company, dedicated to delivering clinically proven, dermatologist-approved products our customers know and love.

Once in a while, we need to adjust our pricing model to reflect the value, quality, and quantity of active ingredients, and the clinical rigor we put our products through.  

You will see a variance in the total value of your subscriptions if one or more items you subscribe to has a price increase, but we will always honor the % discount you locked in* when you subscribed for the product(s). The new price will be shown in your order review email and will be applied only to your future orders. You can always review your subscription price and edit or cancel your subscription at anytime.

Rest assured: we make price adjustments only when necessary to keep the same high-quality products we believe in.

 *we reserve the right to correct the discount in the event that we experience subscription system errors that modify the percentage discount in error.

What are the terms and conditions of the subscribe & save program?

Skinfix provides a subscription service. By subscribing to our service, you have confirmed that you accept our Terms of Service. Your subscription will automatically renew on a recurring basis at which time your credit card will be charged automatically for the subscription products until you cancel your subscription. Taxes and shipping fees may apply. Skinfix reserves the right to change the program's offerings + perks and increase the price of your subscription based on product price increases. We reserve the right to correct the discount in the event that we experience subscription system errors that modify the percentage discount in error.You may cancel your subscription at any time from the Subscriptions section of your account.