Frequently asked questions

ORDERS & SHIPPING

Where does SMTH SKIN ship?

We currently ship throughout the United States and Canada.

We’re working on bringing SMTH SKIN to more destinations soon.
How much does shipping cost?

We offer free standard shipping on orders over $45 USD.

Shipping rates for orders below $45 are calculated and displayed at checkout based on your delivery destination.

For Canadian customers, the free-shipping threshold will be shown in the equivalent checkout currency where applicable.
How long will my order take to arrive?

Orders are typically processed within 1–3 business days.

Once dispatched, estimated delivery is:

United States: 6–10 business days

Canada: 6–10 business days

Delivery estimates begin once your order has shipped and do not include weekends, holidays, processing time or unexpected carrier delays.
How can I track my order?

Once your order has shipped, you’ll receive a confirmation email containing your tracking information.

Tracking may take up to 48 hours to update after your shipping confirmation is sent.
Will my order arrive in more than one package?

Occasionally, items from the same order may be fulfilled separately. This allows us to send each product as efficiently as possible.

You may receive more than one shipping confirmation or tracking number. You will not be charged additional shipping fees when an order is divided into multiple packages.
Can I change or cancel my order?

Please contact us as soon as possible after placing your order.

We’ll do our best to accommodate changes or cancellations, but once an order has entered processing or has been dispatched, we may not be able to modify it.
What happens if I entered the wrong shipping address?

Contact us immediately with your order number and the correct address.

We cannot guarantee that an address can be changed once processing has begun. SMTH SKIN is not responsible for orders delivered to an address entered incorrectly at checkout.

If a package is returned to us due to an incorrect or incomplete address, additional shipping charges may apply before it can be resent.
My tracking says delivered, but I can’t find my package. What should I do?

Please check around your delivery location, with other members of your household and with nearby neighbours or building management.

Carriers may occasionally mark a shipment as delivered shortly before it arrives, so please allow up to 48 hours. If your package still cannot be located, contact the carrier directly and then reach out to our customer care team for further assistance.

Returns & Refunds

What is your return policy?

We accept eligible returns requested within 30 days of delivery.

To qualify for a return, the product must be unused, unopened and returned in its original packaging with all accessories, manuals, protective seals and components included.

For hygiene and safety reasons, products that have been opened, used or removed from their protective packaging cannot be returned unless they arrived damaged, defective or incorrect.
How do I start a return?

Contact our customer care team at hello@smthskin.com within 30 days of delivery.

Please include:

  • Your order number
  • The item you would like to return
  • The reason for the return
  • Photographs or video if the item is damaged or defective

Do not send a return without contacting us first. Returns sent without authorization may not be accepted.
Do you offer free returns?

Customers are responsible for return-shipping costs for change-of-mind returns.

If your order arrives damaged, defective or incorrect, SMTH SKIN will cover the approved return or replacement costs.

Original shipping charges are non-refundable unless the return is due to an error on our part.
When will I receive my refund?

Once your return has been received and inspected, we’ll let you know whether it has been approved.

Approved refunds are issued to the original payment method. Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.
Can I exchange an item?

We do not currently offer direct exchanges.

The quickest option is to return the eligible item for a refund and place a new order for the product you would prefer.
What if my item arrives damaged or defective?

Please contact us within 7 days of delivery with your order number and clear photographs or video showing the issue.

Once reviewed, we may offer a replacement, refund or another appropriate solution. Please keep the product and all original packaging while your claim is being assessed.
Can sale items be returned?

Regular promotional purchases may be returned when they meet our standard return requirements.

Products clearly marked Final Sale cannot be returned or exchanged unless they arrive damaged, defective or incorrect.
Can opened personal-care products be returned?

For hygiene and safety reasons, opened or used personal-care products, grooming tools and skincare devices are not eligible for change-of-mind returns.

Your legal rights regarding defective, damaged or incorrectly supplied goods are not affected.

Products & Use

How do I use my SMTH SKIN product?

Usage instructions are included on the individual product page and, where applicable, in the instruction manual included with your order.

Always read the complete instructions, warnings and care information before use.
Are SMTH SKIN devices rechargeable?

Rechargeability and charging information vary by product. Please refer to the specifications on the individual product page for details about charging, battery life and included accessories.
Are your products suitable for sensitive skin?

Skin responds differently from person to person. When appropriate for the product, we recommend beginning cautiously and testing it on a small area before completing a full treatment.

Discontinue use if you experience persistent discomfort or irritation. Consult a qualified healthcare professional if you have a skin condition or are unsure whether a product is suitable for you.
Can I use SMTH SKIN products while pregnant or breastfeeding?

Suitability depends on the individual product and your personal circumstances.

Review all product warnings and consult your healthcare provider before using an electronic beauty device or beginning a new body-care routine while pregnant or breastfeeding.
What should I do if a device isn’t working properly?

First, confirm that the device is fully charged and review the troubleshooting instructions supplied with the product.

If the issue continues, contact us at hello@smthskin.com with your order number and a brief video showing the problem.
How should I clean my product?

Cleaning instructions vary by product. Always switch off and unplug electronic devices before cleaning, and follow the care instructions included with your product.

Unless the instructions specifically state that the entire device is waterproof, do not immerse it in water.
How can I contact SMTH SKIN?

For order, product or return assistance, contact us at:

hello@smthskin.com

Our customer care team typically responds within 1–2 business days, Monday through Friday, excluding holidays.

Thoughtful tools. Smoother skin. At home.
Smth Skin