FAQ

SHIPPING & PROCESSING

"When will my order ship?"
Our standard processing time is 2-3 business days. Business days are considered Monday-Friday and exclude all federal and local holidays. Processing begins within the next business day. For example, orders placed on Wednesdays typically ship by the following Monday. In the event that processing may take longer, such as during sales or high demand periods, we will contact you via email to notify you of your shipping date. You will receive a shipping confirmation email containing your tracking number as soon as your order is finished processing.

"Where does my order ship from?"
Most skincare orders ship from the Los Angeles metropolitan area. Merchandise order typically ship from the Fresno metropolitan area.

"I did not receive my shipping confirmation or tracking number; what should I do?"
Shipping confirmation and all correspondences through the site are sent to the email used during check out or site sign up. If you did not receive a shipping confirmation, tracking number, or other relevant correspondence, please contact us immediately with your first and last name as well as your contact email, and we will locate your order and send you a copy. You can contact us via email (orders@glassskin-co.com) or through the CONTACT page on our site.

"My tracking information says that the package has not been received by the courier; when will it be received?"
Packages are delivered to the courier within 12-24 hours of sending your shipping confirmation email. Sometimes, the courier may not scan each package upon receipt. When using USPS as a shipping method, packages may not be scanned until they arrive at the next sorting facility along the USPS network, which could take a few days. We track every single package that we ship, and if we notice that your shipping hasn't updated within 72 hours, we usually contact you. In the event that your shipping doesn't update after 21 days, please contact us. We will work with you to fulfill your order.

"How do I make changes to my shipping address?"
If your order has not shipped, and you need to make changes to your shipping address, please contact us via email orders@glassskin-co.com) or through the CONTACT page on our site with your first and last name, order number, and new shipping address. Usually, we can accommodate these requests.

PRODUCTS


"I have sensitive skin; how do I know which products are right for me?"
Sensitive skin friendly products from our line include: Daily Jelly Cleanser, Fresh Canvas Pre-Cleansing Oil, Daily Hydro Serum, Daily Gentle Resurfacing Serum, Buffy Exfoliating Micro-Power, and Soothing CBD Facial Oil.

"I have acne prone skin; how do I know which products are right for me?"
Our Acne Prone Glass Skin Kit was specifically put together to make skincare easy for our acne prone customers. Please be sure to read the product information for each item in the kit.

"I have oily skin; how do I know which products are right for me?"
Our Oil Control Glass Skin Kit​ was specifically put together to make skincare easy for our customers who have oily or combination skin types. Please be sure to read the product information for each item in the kit.

"I have dry skin; how do I know which products are right for me?"
Our Hydrate & Seal Glass Skin Kit​ was specifically put together to make skincare easy for our customers who have normal to dry skin types. Please be sure to read the product information for each item in the kit.

"What products do your recommend for cystic acne?"
Cystic acne differs from your traditional whitehead or blackhead as it is more severe and is caused by an infection deep in the skin. This type of acne is difficult to clear up and is best treated through prescription grade products that are anti-bacterial and target the source of your acne. Please consult with your dermatologist.

"Where can I find the ingredients for each product?"
Ingredients for each product are listed on the individual product page.

"My products came without packaging; how do I know the suggested use?"
We are committed to environmental stewardship and encouraging sustainable consumerism, therefore, we have decided to package our products in reusable canvas bags. Suggested use information is on the labels of most of our products. Suggested use information can also be found on the individual product pages as well as on the Routine Tab.

"What do I do if I have a question or concern with a particular product?"
Please contact us right away. We will do what we can to answer your questions or accommodate your concerns. If your product was damaged while shipping, please contact us within 30 days of delivery so that we pay replace the item.

"What is patch testing?"
Patch testings is testing the reaction a product has on a small patch of skin. We recommend patch testing each of our products before use on a freshly cleansed spot of thin skin, such as the inner arm. Allow 24 hours of application to determine if there will be a reaction prior to applying the product to your entire face. Not all products are ideal for everyone, and any product's ability to cause skin irritation depends on the other products used in your routine or the particular state your skin may be in, not just the ingredients of the product.

"Where are Glass Skin Co. products produced?"
Our products are manufactured in Los Angeles, CA. Our physical address is listed on our CONTACT page.

"What do I do if a product causes irritation?"
If you are experiencing skin irritation when applying a product (i.e. tingling, burning, or any undesirable sensation), stop using the product immediately and consult your dermatologist. Although we do not offer refunds or exchanges, we are more than happy to help you find something that works for your skin. Please contact us immediately.

OTHER

"I did not receive an email confirming my order; what should I do?"
If you did not receive an email confirmation when placing your order, but your payment cleared from your account, please contact us. Once cause for this issue could be an inaccurate email address used during check out; please double check your contact information during check out to ensure that you are able to receive all correspondences for your order. Another cause for this issue could be that your payment is still pending with the payment processor (Square or Paypal). Sometimes, the processor requires for the payment to be verified before its release. In the event that this is the case, we will reserve your product until your payment clears. Once cleared, you will automatically receive an order confirmation email, and your order will begin processing.

"My promo code doesn’t work; what should I do?"
Contact us so that we may issue you a new promo code. We typically respond within minutes via text and within hours via email or chat message.

"I contacted customer support; when can I expect a response?"
We typically respond within minutes via text and within hours via email or chat message. You can expect a response 8:00 am - 8:00 pm PST.

"My order was shipped, but I did not receive it. What should I do?"
If you have not received your order and your tracking information says that the order is delivered, please contact your courier service directly. Your order is mailed to the shipping address on file. Please be sure to include any apartment or suite numbers in your address. The software used to create our shipping labels ensures that a correct address is used. If we notice that an apartment or suite is missing, we will contact you via email for the missing information before mailing your order. If you do not respond within 48 hours, we ship the item to the address that is on file, as is.

"Does Glass Skin Co. carry bar back sizes?"
We can accommodate bar back size requests. Please contact us via email.

"Will Glass Skin Co. be expanding their product line?"
Glass Skin Co. will be adding new products to our line very soon. For updates, exclusive access, and special offers, sign up for our mailing list or become a site member. It's free.

"Why should I create a customer account?"
Site members receive first priority access to new product releases, receive priority information regarding restocks, and exclusive offers for sales.

"An item that I want is out of stock; when will the next restock be?"
Our next restock will typically be within a week of going out of stock. Sign up for our mailing list to receive information for restocks. We send reminders 24-48 hours to our mailing list prior to restocking.