FAQ's
What types of payment do you accept?
We accept Visa, American Express, MasterCard, and Discover for online purchases. The total dollar amount of your order is allocated at the time your card is approved. If your credit card is declined for any reason, your order will be automatically canceled. Please note we require ship to and bill to addresses to match for all orders. Any orders placed with different ship to /bill to addresses will be canceled. If you would like to make a purchase on payments we have an option for Afterpay signup at checkout.
What steps do you take to ensure credit card safety?
Melanin Skin Pro uses data encryption to protect the security of your credit card information. Every page that requires personal and credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it. This special digital certificate encrypts credit card numbers and confirms that we are a secure & authorized site.
My credit card was declined, but I still see a charge on my account from Melanin Skin Pro. Did my order go through?
If your credit card was declined you may still see a temporary hold on your account. This is because as with any credit card transaction when there is an attempt to withdraw funds your bank makes notation. The charge will go away shortly, depending on your bank's policies. Your order will need to be placed again with another form of payment, or by correcting any possible errors in billing address and zip code, or funds availability.
What if I receive the wrong item, something was missing from my order, or a product arrived broken or damaged?
Please contact us right away and our customer care team will take care of you. You can contact us by email at customercare@melaninskinpro.com . Please do not throw away the box, packaging, or leaking bottles. Pictures are required for resolution.
What if I need to cancel an order?
You can cancel your order for a refund to your card or store credit, if you do so within 3 hours of placing the order.
Can I make changes to my order after it has been placed?
Unfortunately we are unable to make changes to an order once it is placed. The best policy is to double-check all orders before checking out. We also cannot combine separate orders into one shipment as we have multiple fulfillment locations.
Do you offer free shipping?
Yes, orders $99 and above automatically ship free of charge.
Which shipping companies do you use?
We use a combination of UPS, USPS, and Fedex. Due to COVID19 expect delays of 2-7 business days for shipments in the US.
Do you offer international shipping?
At this time we ship within the US only.
I received a notification that my order was delivered but I don’t see it at my house.
First, we suggest checking with your neighbors or the area surrounding your residence. Next, try contacting your local post office directly. Very often, the packages are sent back to the post office and the assigned postal worker forgot to leave a note.
What if my package gets lost in the mail or stolen from my doorstep?
If your package has not arrived in the allotted shipping time for the method chosen, please contact us via customercare@melaninskinpro.com and we will help you.
Virtual Skin Coaching & Consultations:
How do Consultations work?
When you sign up for a consultation, you are paired with one of our Melanin Skin Pro's who are licensed estheticians and certified Acne Coaches. You will be emailed a intake questionnaire within 24 hours of your purchase. In this email we request you to send clear recent photographs of your skin and also describe your skin care concerns.
Based on the information provided in your intake form, your Melanin Skin Pro will advise you on products while working within your budget and taking into consideration all your skin’s individual needs. You will receive a personalized protocol as well as tips for your diet and lifestyle to keep your skin healthy.
How do Virtual Skin Coaching sessions work?
When you sign up for Virtual Skin Coaching, you are also paired with one of our Melanin Skin Pro's who are licensed estheticians and certified Acne Coaches. You will be emailed a intake questionnaire within 24 hours of your purchase. In this email we request you to send clear recent photographs of your skin and also describe your skin care concerns.
Based on the information provided in your intake form, your Melanin Skin Pro will advise you on products while working within your budget and taking into consideration all your skin’s individual needs. You will receive a personalized protocol as well as tips for your diet and lifestyle to keep your skin healthy. Virtual coaching includes an additional support, a follow-up appointment free of charge that you can book up to 6 weeks after your initial coaching consultation.
Do I get phone calls with my esthetician?
With consultations no, correspondence for consultations is done via e-mail. With Virtual Skin Coaching yes, a phone call or live virtual is included for the sessions. Of course, if you need to call us with questions about your orders, you are always welcome to do so at 804-380-9090 or reach out via email at:
customercare@melaninskinpro.com