FAQ

Do you accept returns?

Absolutely. The return address will be included in purchase, but the buyer is responsible for all shipping fees.

I didn’t get my package. What do I do?

Are your products really all natural?

The answer is: Yes. All of our products have all natural ingredients. Click on the ‘ingredients’ tab under each listing to see all of the goodness that goes into our products.

Can I place wholesale orders?

Yes, we are more than happy to complete wholesale orders. Prices are subject to change for large quantities. Please submit a request and contact us directly.

Any other questions?

Feel free to contact us directly. We are happy to answer any question you may have.

What is your shipping policy?

SHIPPING COSTS & DELIVERY TIMES (WITHIN THE UNITED STATES)

We ship all orders out within 24-48 hours of purchase. Upon receipt of order, you will receive an order confirmation with a tracking number from USPS.

HOLIDAY SHIPPING

Holiday shipping cutoff: During the holiday shopping season, orders placed by 7:00 a.m. PST (10:00 a.m. EST) Saturday, December 19, 2020 will be delivered no later than December 24, 2020 to shipping addresses within the Continental United States (i.e. excluding Alaska and Hawaii). International and all other destinations please allow additional per our normal delivery times.

*Depending on your location, your order may be shipped via other carriers, including, but not limited to FedEx and UPS.

INTERNATIONAL SHIPPING, DUTIES AND TAXES

All prices displayed on our website are in U.S. Dollars. All international orders will receive an original invoice electronically to the carrier, which shows the full amount that you paid for the products you have purchased and/or shipping. Packing slips for international shipments cannot be marked as “gift” or altered prices. This will ensure that your package processes through customs with minimum delays. Some countries have import tax laws, in which case you would be liable to pay import tax on the items you buy from us.

For delivery to outside of the U.S. we utilize multiple carries, including UPS, FedEx and DHL. Depending on the carrier used delivery estimates may vary. Please refer to your shipping confirmation e-mail for further information.

PLEASE NOTE THAT THE CUSTOMER AND/OR RECIPIENT OF THE ORDER IS RESPONSIBLE FOR PAYMENT OF ALL DUTIES, TAXES AND ANY IMPORTATION FEES. WE DO NOT CHARGE OR CALCULATE VAT/HST/ GST AND OTHER TAXES AT CHECKOUT, AS THEY WILL BE COLLECTED BY THE CUSTOMS AUTHORITIES IN THE DESTINATION COUNTRY UPON DELIVERY.

You will not be charged by us for any importation fees, duties and taxes at the time of check out. However, you or the recipient will pay importation fees, duties and taxes at the time of delivery. At the time of delivery you will be responsible for such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient. SIXELA SKINCARE has no control over these charges, nor can SIXELA SKINCARE predict what they may be. Customs policies vary widely by country; you should contact your local customs office for more information. In any event, please do your research so you are ready to get your package cleared through customs When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. You will be contacted by the applicable customs agency or mail carrier in your country to pay any import, taxes and customs fees. If you fail to pick-up your order or if you refuse delivery, you will still be responsible for charges incurred in shipping the package. If the package is returned to us for failed delivery, we will cancel the order and issue a refund to you less any shipping charges.

Types of Fees typically charged by customs:

Taxes (e.g. VAT, GST, HST, etc.)
Carrier Handling Fees
Duties

SIXELA SKINCARE has no control over these charges, nor can SIXELA SKINCARE predict what they may be. Customs policies vary widely by country; you should contact your local customs office for more information. In any event, please do your research so you are ready to get your package cleared through customs When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. You will be contacted by the applicable customs agency or mail carrier in your country to pay any import, taxes and customs fees. If you fail to pick-up your order or if you refuse delivery, you will still be responsible for charges incurred in shipping the package.

INTERNATIONAL SHIPPING BY FIRST CLASS MAIL:

Shipping by U.S. First Class mail (USPS) is typically more economical, yet much slower than DHL, FedEx, UPS and Priority Mail Service. Please note that First Class mail service comes with limited tracking and in some cases, no tracking at all. If you prefer tracking and faster service and tracking, please select “Express”, “Priority Mail,” DHL or FedEx shipping.

APO/FPO/DPO MILITARY ADDRESSES

All shipments to APO, FPO, and DPO addresses are sent via USPS. Due to military handling time, delivery to some destinations may take up to 21 days.

MULTIPLE SHIPPING ADDRESSES

At this time, we can only ship to one address per order. To ship to multiple addresses, contact customer support by e-mail or place separate orders.

BUSINESS DAYS & HOLIDAYS

All orders process and ship Monday - Saturday, excluding federal holidays within the United States. Based on the shipping method selected at checkout, if the order is placed after the cut-off time, it will be processed the following business day.

Packages do not ship from our distribution center on Sundays or the following US holidays:

New Year’s Day

Martin Luther King Jr. Day

President's Day

Memorial Day

4th of July

Labor Day

Columbus Day

Veteran's Day

Thanksgiving

Christmas

MULTIPLE SHIPMENTS

Depending on the size of your order, you may receive multiple shipments. You will receive notification via email when your order is being split into multiple shipments. There is no additional shipping fee when your order is split into multiple shipments. Alternately, we may combine multiple orders into one shipment.

TRACKING ORDERS

When your order is ready to be shipped, you will receive a shipment confirmation e-mail. The majority of our orders are shipped within 24-48 hours after the order has been placed. The e-mail will contain shipment details, your tracking number (if any), and a link to the selected carrier site. To track the order, click on the tracking number located near the top of the e-mail. It typically takes 24 hours for the tracking information to update.

RETURNS AND RETURN SHIPPING

We provide reusable 100% recycled poly mailers. Re-use the envelope that your product(s) were shipped in. Buyer is completely responsible for all shipping fees.