Shipping policy
TOTALSKIN Shipping & Order Processing Policy
Order Processing Time
Orders are processed within 2 business days from the order date. Processing occurs Monday–Friday, 8:00 a.m.–12:00 p.m. CST.
- Orders placed after 12:00 p.m. CST are assigned a received date of the next business day
- Orders placed on weekends or federal holidays will begin processing on the next business day
- Weekends and holidays are not included in processing or transit time estimates provided by the carriers
During periods of high order volume, holidays, severe weather, or carrier disruptions, processing and shipping times may be extended.
Once your order has been processed, you will receive a Shopify shipping confirmation email with tracking information. *Please ensure your email address and valid cell phone number are on the order to receive this confirmation. Confirmation can sometimes get forward to spam based on your individual email server.
Shipping & Transit Times
Transit and delivery times are determined by the shipping carrier after the order leaves our facility. TOTALSKIN does not control carrier routing or delivery schedules.
- Free shipping orders will ship via economy services and may require additional transit time. If you required expedited shipping, this is available for a fee prior to order fulfillment during the checkout process.
- Paid or expedited shipping is prioritized for fulfillment, but delivery speed remains dependent on the carrier and service selected.
Tracking updates are provided automatically through Shopify once your label is generated.
No International Shipping
Free shipping is valid within the United States and select U.S. territories only with order minimums.
TOTALSKIN does not ship internationally under any circumstances.
Shipping to PO Boxes, APO/FPO, and U.S. Territories
We are able to ship to:
- PO Boxes
- APO/FPO military addresses
- Select U.S. territories
Please note:
- Certain carriers cannot deliver to PO Boxes
- Some services may experience extended delivery times
- APO/FPO addresses may experience military routing delays
If a selected shipping method is unavailable for a PO Box or APO/FPO address, we may adjust the method at our discretion.
Signature Requirement
Some orders may require a signature upon delivery at our discretion, including but not limited to:
- high-value orders – amount subject to change Current Value: $500+
- large/Multiple box orders
- orders with repeated delivery issues
- high risk orders as determined by shopify or financial institutions.
If a signature is required and no one is available to sign, the carrier will follow its standard redelivery or pickup procedures. You will be notified if a signature is required, this is a notification only and the order will still ship as soon as fulfillment is completed. If the order is returned to us due to nobody being available, a reship fee will be charged based on the shipping service selected if you wish us to reship the order.
Lost, Stolen, or Delayed Packages
Once an order is marked delivered by the carrier, it is considered delivered.
TOTALSKIN is not responsible for (unless covered by a purchased shipping insurance policy):
- lost, stolen, or misdelivered packages
- carrier delays due to weather, labor shortages, or operational issues
- rerouting or forwarding requested by the customer
- incorrect address given at time of checkout
If your package is marked delivered but cannot be located, please:
- Check with household members, neighbors, or building management
- Allow 48 business hours for a possible carrier redelivery scan
- Contact the carrier directly to see if there is a hold on your package due to delivery issues with the address. It will be faster to arrange a redelivery with the carrier directly.
- After all of the above has been attempted, please notify us at help@mytotalskin.com within 5 business days of the day the package was marked delivered. Shipping insurance coverage may apply, Please see shipping insurance policy for more information.
Damaged Products
If your order arrives damaged, please retain the shipping box, packaging, and damaged product, and contact us at help@mytotalskin.com within 5 business days of delivery.
Customer service hours are Monday–Friday, 8:00 a.m.–4:00 p.m. CST. Shipping insurance coverage may apply. Please see shipping insurance policy for more information.
Please note: Normal settling during transit may cause creams, serums, or liquids to appear uneven inside containers. This does not indicate damage or leaking, and replacements cannot be issued for product settling.
Returns & Shipping Charges
In the event of a return, TOTALSKIN reserves the right to deduct:
- the original shipping cost, and
- return shipping and handling fees
from any applicable refund, where permitted under our Returns Policy.
Address Accuracy
Please verify your shipping address before completing checkout.
TOTALSKIN is not responsible for orders shipped to incorrectly entered addresses. Reshipments due to address issues may incur additional shipping charges.
Order Changes or Cancellations
Because our orders are processed quickly, we cannot guarantee cancellation or modifications after submission.
If you need assistance, contact us immediately. If the order has not entered fulfillment, we will make every effort to assist. If the order has already been shipped out then the return policy will apply.
Holiday, Weather, & Carrier Delays
Holidays, carrier issues, and severe weather may delay processing and delivery. Shipping times are estimates and are not guaranteed.