Frequently Asked Questions - Esthetic Care Department

OUR PRODUCTS

We are a clinical skincare brand, powered by safe, proven ingredients and smart botanicals – for your healthiest skin, ever. We cut out what your skin doesn’t need, we source everything with intention, and we don’t test on animals.

There are several ways to choose your products. You may shop by skin concern under our “Skincare” tab online to browse products for particular concerns. If you need assistance finding the products that best meet your skincare goals and needs, we encourage you to take our Online Skin Coach which is available 24 hours a day. Based on your answers, this five-question quiz will provide you with a custom recommendation for healthier, more youthful skin that will direct you towards the path to Age Later.

Additionally, for the most personalized recommendations, you can speak with an Esthetic Care representative by calling 1-855-791-5800

Full ingredient lists for each product can be found under the “Ingredients” tab on any individual item’s product information page.

No. we do not test our products on animals.

IMAGE Skincare is dedicated to offer safe products without the use of chemical preservatives like parabens. 

All of the lines of IMAGE Skincare are paraben free.

Some of our products may contain gluten, nut or soy. Please call our Esthetic Care Center at 1-855-791-5800 for the full list of products that are applicable.

We recommend speaking with your healthcare professional to determine if you should use any of our products while pregnant.

We always recommend visiting a spa or licensed skin care professional to complete your full skin care diet. Your at home regimen of products will assist you in achieving the skin goals you desire, however, visiting with a professional for a treatment whether it be a facial or chemical peel will only enhance and improve the results you may be seeing at home.

We recommend speaking with your healthcare professional to determine if you should use any of our products while you are going through any health-related treatments.

If you have a known allergy to an ingredient, please do not use the products without consulting with your medical professional.

MY ACCOUNT

By creating an account you'll gain insider access to new product launches, exclusive shopping offers, order history, and much more. Start here.

Don't worry, if you have an active account and your email is recognized in our system, you can request your password by navigating to the My Account Page, and then clicking on the "Forgot Password" link located under the "Returning Customers" section.

You can update your account information by Clicking Here or you can call one of our Esthetic Care representatives at 1-855-791-5800.

To change the address associated with your autoship replenishment service, please call one of our Esthetic Care representatives at 1-855-791-5800.

To receive special offers and exclusive tips from our company and our Esthetic Care community, subscribe to our newsletter. Clicking here to subscribe.

To unsubscribe from our email newsletter, simply click the unsubscribe link at the bottom of any IMAGE Skincare email.

MY ORDERS

Orders are typically processed and shipped within two business days. Please check your email for shipping and order confirmation. Your tracking number will be automatically emailed to you after your order has shipped. Registered users may also login to My Account to view order status and history.

Our orders are fulfilled quickly, please contact our Esthetic Care Center within 1 hour of your order being placed M-F 8:30 AM – 8 PM EST to see if one of our representatives are able to add that item to your order for you.

In order to cancel your order please call into our Esthetic Care Center at 1-855-791-5800 to speak with one of our representatives M-F 8:30 AM to 8 PM EST. If you wish to cancel your order during hours we are closed please email our Esthetic Care Center at customercare@imageskincare.com.

First check on your front or back porch or perhaps a neighbor's house. Sometimes the carrier may leave hidden as to prevent your package from being stolen. If you have tried that and can't locate your package please contact our Esthetic Care Center at 1-855-791-5800 for assistance with your missing package.

Please contact the carrier directly to have your package either held or redelivered to another address. You can log into your IMAGE Skincare account to locate the tracking information for your order. If your order is being delivered by FedEx you can sign up for text alerts for your specific order by selecting the track your package link.

We are so sorry the item you are looking for is out of stock, however we are currently not accepting back orders for out of stock items. 

You can log into your IMAGE Skincare account and go to my order history. Locate the order you are looking for an select print.

MY DELIVERY OPTIONS

Domestic US Shipping Options and Pricing

Standard US Shipping

Arrives within 5 -7 business days

Calculated Rate at Checkout

(orders under $99)

Standard US Shipping 

Arrives within 5 -7 business days

$5.00 Flat Rate

(orders over $99)

US - 3rd Day Shipping 

Arrives within 3 business days

Calculated Rate at Checkout

US - 2nd Day Air

Arrives within 2-3 business days

Calculated Rate at Checkout

US - Next Day Air

Arrives within 1-2 business days

Calculated Rate at Checkout

Hawaii, Alaska -

Standard US Shipping

Orders over $99.00

Flat Rate Shipping

 

Orders under $99.00

Calculated Rate at checkout

 

No, at this time we do not ship to P.O. Box or APO/FPO addresses.

When you sign up for auto replenishment of your IMAGE Skincare products all shipping is free.

RETURNS / EXCHANGES

We do sincerely apologize if you received any damaged items. Please contact our Esthetic Care Department at 1-855-791-5800 and one of our Esthetic Care representatives will be able to assist you with your replacement or you can email us at customercare@imageskincare.com

IMAGE Skincare does not accept returns or exchanges for the Ormedic Balancing Lip, T-shirts, Trial Kits, Samples or any items sold as final sale. All other products in unopened, unused retail sizes may be returned within 30 days of initial purchase, if accompanied by a Return Management Authorization (RMA) number issued by the Esthetic Care Department at 1-855-791-5800. The customer will be responsible for all shipping charges. Qualified goods with a purchase date greater than 30 days, and with an expiration date of 1 year or more, will be subject to a restocking fee of 20% of the value of the goods in addition to the customer’s responsibility for shipping charges.

Exceptions apply only to product damaged in transit or errors made in shipping. Please contact the Esthetic Care Department within 48 hours of receipt of your order and an RMA number will be issued or replacement sent.

IMAGE Skincare only accepts returns for items bought directly from IMAGE Skincare. If you have a defective or damaged item purchased from an authorized IMAGE Skincare partner, please contact them directly for further assistance.

Yes, it would be our pleasure to send you the correct item. Please call our Customer Care department at 1-855-791-5800 within 30 days of your original order and one of our Esthetic Care Representatives will be happy to assist you.

All items must be returned to the location or spa your purchased your IMAGE Skincare products from. We only accept returns for products purchased directly from IMAGE Skincare.

SHOPPING ONLINE

We accept the following forms of payment:

American Express

Visa

Mastercard

Discover

PayPal

ApplePay

AUTO DELIVERY SERVICE

IMAGE Skincare Auto Delivery is the most convenient way to get beauty delivered to your door, and enjoy all the benefits of our complimentary Auto Delivery program: Complimentary Shipping. The best part? Never having to worry about running out of your favorites.

Need to make a change? It's simple to modify your delivery schedule, item quantity, delivery address or cancel at any time prior to the next shipment date by visiting the Auto Delivery section under My Account. Please allow up to 24 hours for any updates or cancellations to process.

We will send your Auto Delivery orders automatically according to your preferences, and you will only be billed on the day the order is shipped. We'll also send you an email reminder 10 days before each Auto delivery order.

Joining Auto Delivery is easy. When choosing a product, simply select the Auto Delivery option and your desired frequency from the drop down menu. You can also select Auto Delivery when reviewing items in your shopping bag. Simply select Auto Delivery and your desired frequency in your Shopping Cart..

Once you join Auto Delivery, you will be sent an email confirmation with a link to your account where you can manage your future orders. You will also receive email notifications regarding other important information related to your Auto Delivery as well as order confirmations.

To Change Your Shipment:To change your delivery, sign in and access My Account, go to Auto Delivery under Order Information and select your desired frequency.

To Cancel Your Shipment:Please inform us 24-hours in advance of your ship date. Simply sign in and access My Account, go to Auto Delivery under Order Information and click Cancel. You will be prompted to confirm. Your Auto Delivery will be cancelled, no future orders placed and you’ll be sent an email confirming your cancellation. Please allow up to 24 hours for any modifications or cancellations to be processed.

If you meant to cancel, but forgot to do so in time, please do not open the box, but simply write Return to Sender on it. Once we receive the return in our warehouse, your account will be credited.

To review or modify your Auto Delivery account information, visit Auto Delivery located within your My Account page.

To change your shipping address for an order, please visit the 'My Next Order' tab. Select a previous shipping address from the dropdown menu or create a new address. To change your shipping address for the entire Auto Delivery program, please visit the 'My Auto Delivery' tab to edit details.

The 'Upcoming Orders' tab shows the details for your next scheduled order. An order may contain more than one individual item scheduled for Auto Delivery, if the items have the same order date, shipping address, billing address, and payment information.

The 'My Auto Delivery Products' tab displays individual items and all details associated with them, including next order date, quantity, delivery frequency and shipping address.

You can view your future orders in the 'My Next Order' tab in the Auto Delivery section of your account. To see additional deliveries, click on the arrow next to the next scheduled order date below.

Auto Delivery items that have the same order date, shipping address, billing address and payment method will ship as one order.

If you’ve added additional Auto Delivery items and want them to ship in the same order, simply visit the 'My Next Order' tab in the Auto Delivery section of your account and amend to make the delivery dates match. (Also, please confirm the orders have the same shipping address, billing address and payment method.)

Absolutely! Please log into your My Account page, find your item and choose the Add This to My Order button. When you click this button, you will have the option to add the item as one-time only or as an Auto Delivery. You can also find these instructions in the 'My Next Order' tab in the Auto Delivery section of your account.

All Auto Delivery subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted.

Auto Delivery Terms:
Delivery items will ship automatically until you cancel. By placing this order, you are authorizing us to charge your card on an automatic, recurring basis for future orders at the frequency and quantity you selected. Such fees will be charged in advance, and will appear on your credit card statement as Image Skincare. You acknowledge and agree that we will not obtain any additional authorization from you for this recurring payment. The actual cost of each shipment may vary depending on the quantity and frequency chosen. For Customer Care or to cancel Auto Delivery, visit cusrtomercare@imageskincarecom or call 1-855-791-5800.