FAQ
Customer Service Contact:
P:1.866.290.1350
customerservice@shop.mdnaskin.us
SHIPPING
Where does MDNA SKIN ship?
MDNA SKIN currently ships to the 50 states. You may experience longer delivery times when shipping to Hawaii and Alaska. We are also available in Japan, Hong Kong, Taiwan, Singapore, and China and are working on being everywhere! Tag us @MDNASKIN and let us know where you want us next!
When will my order be shipped? When will it arrive?
Here is our process: You order, we process, we ship.
If your order was placed Monday through Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.
NOTE: For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.
What is the status of my order? How do I track my order?
Once you have placed an order, you can check on its status at any time by tracking your order. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.
Will my credit card be charged immediately?
No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.
I'm having problems with the tracking.
We are sorry to hear you are having trouble! The carrier in some cases will take 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via customerservice@shop.mdnaskin.us
How can I edit my shipping address?
If your order is shipping to an incorrect address, please email customerservice@shop.mdnaskin.us or call 1.866.290.1350Do you offer Gift Certificates?
Yes, we do! Order a Gift Certificate for any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website.
What are your shipping fees?
| FedEx Ground | FedEx 2 Day | FedEx Standard Overnight |
|---|---|---|
| Delivery in 5-7 Business Days | Delivery in 2-3 Business Days | Delivery by Next Business Day |
| $8.00 | $13.00 | $20.00 |
| FedEx Ground | |
| Delivery in 5-7 Business Days | $8.00 |
| FedEx 2 Day | |
|---|---|
| Delivery in 2-3 Business Days | $13.00 |
| FedEx Standard Overnight | |
| Delivery by Next Business Day | $20.00 |
Once your package leaves our warehouse, you should receive it in about seven days. If an order is placed with us and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund. We've made every effort to minimize our international shipping charges and only charge our cost for these services.
ORDERING
How do I change or cancel an order?
To cancel or change order you recently completed, simply go to this page, log in and then click "cancel order." If for any reason you would like to change your order, please contact our Customer Service Department as soon as possible. We will make every effort to accommodate your request. However, please keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.
What are my payment options?
We accept Visa, MasterCard, American Express, PayPal and our online Gift Certificates.
Are purchases on this website really tax free?
We collect sales tax only in states where we have a physical presence. Currently, sales tax only applies to the states of California, Delaware and New York.
Why should I become a registered user?
QUICK CHECKOUT: Super fast and easy checkout process since all of your info is already saved.
E-MAIL OFFERS: With your permission, we'll send you news about our latest styles, sales and exclusive online offers. Register now.
What's the status of my order? How do I track my order?
Once you have placed an order, you can check on its status at any time by tracking your order. Once an order has shipped, you will receive a shipment confirmation e-mail that will contain your tracking information.
How do I know that my order has been shipped?
When your order has been shipped, we will send you an e-mail with your tracking number and a link to where you can track it online.
What's the difference between "Order Date" and "Ship Date"?
On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.
What countries do you ship to?
United States. We do not offer international shipping currently.
Do you ship to PO boxes or APO/FPO addresses?
For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.
If I send my package as a gift, will the recipient receive the invoice?
Yes. If you would like us to remove the invoice from the package, please send us an e-mail immediately after your order is placed by using this form.
RETURNS & EXCHANGES
What is your return/exchange policy?
If for any reason you are not completely satisfied with your MDNA SKIN Online purchase, you may return it within 30 days of receipt and we will be happy to provide a full merchandise refund. When returning a set or kit (ex: Rejuvenator Set), we require all contents from the original set or kit. Partial items from a set or kit will not be refunded.
Returns will only be accepted with a completed return form.
Where do I ship my return or exchange?
Returns must be mailed to the address on our return form and you must use our return form to properly process your return.
How should I ship my return?
Pack and seal your box securely, in the original packaging if possible. To be properly processed, your return must include a completed return form. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box. You should ship your return with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.
When will my credit card be refunded?
Once your package has been received, your refund will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.
The credit may not show up until your credit card's next monthly billing cycle. You will be notified via e-mail when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
Damaged Products:
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at 866-290-1350 Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.
Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.
MISCELLANEOUS
Where can I find a store near me that carries your products?
Please visit our Store locator page to find a store near you.
Can you tell me when new products or special promotions are announced?
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements.
What’s the difference between The Skin Rejuvenator and Magnetic Flow?
THE SKIN REJUVENATOR
Infuses moisturizing serum into the skin with battery-operated Deep Derma Infusion & Auto Skin Search technology
For more information about the technology behind The Skin Rejuvenator, please visit the product page.
MAGNETIC FLOW
Has no infusion properties, and is not battery-operated.
Provides a targeted, circulation-enhancing massage to every line, surface, point, and contour of the face, neck & décolleté.
For more information about the ergonomic design of Magnetic Flow and massage techniques, please visit the product page.
Are the products on the website the same as in the stores?
Yes. Although our website may have a different assortment than a store in your area, the products are the same. To find a store in your area, visit our Store Locator page.
I bought your product on eBay, is it authentic?
We have been getting complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To ensure you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.
Is my personal and credit card information safe on your website?
Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.
What is your privacy policy?
We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details, view our privacy policy page.