Frequently Asked Questions

Product Questions

• How do I know which products are best for my skin?

  Great question. First, consider your skin type and your skin concerns. Does your skin tend to be oily? Do you struggle with dark marks? Explore the pages of our site related to your specific concerns. Then you should take our skin analysis quiz to receive a customized skincare recommendation. If you still have questions, reach out to our customer experience team. They are always available to chat and will be happy to point you in the right direction.

• Which cleansing bar is best for my skin?

  Our product line has three unique cleansing bars. Each helps improve the appearance of blemishes, dark marks and uneven skin tone and contains our ClearTone Advanced Technology®. However, we recommend that you choose a bar that is best suited for your skin type. Our Clear Skin Cleansing Bar is the best cleanser for people who suffer from oily, blemish-prone skin. The Combination Skin Cleansing Bar is designed for individuals who deal with dry or combination skin types. The Even Tone Cleansing Bar works best for people who have normal skin types but primarily deal with dark marks and uneven skin tone.

• How do I know which moisturizer is best for my skin type?

  Start by acknowledging your skin type and concerns. If you have oily skin, you want to choose a moisturizer that is lightweight like our Hydrabalance Instant Moisture Infusion. If you have drier skin, incorporating our Mega Moisture Illuminating Night Cream into your nighttime skincare routine will provide substantial hydration. If you have relatively normal skin and you’re more focused on finding an everyday moisturizer that fights the signs of aging and dull skin, the Hydranutrient Radiance Restore Oil may be the best product for you.
  
  If you’re not sure which moisturizer is best for your skin type, start with our skin analysis quiz. Based on your responses, we will recommend the best products, including a moisturizer that is best for you.
  
  Keep in mind, no matter what skin type you have, you should always keep a moisturizer and SPF protector in your skincare arsenal.

• I suffer from eczema and acne. What products should I use?

  If you suffer from eczema and acne, your goal should be to find products that aren’t drying out your skin too much while also taking into account that acne-focused products tend to contain ingredients that dry the skin such as Benzoyl Peroxide.
  
  A safe choice for a cleanser is our Combination Skin Cleansing Bar. It gently exfoliates while improving the appearance of dry skin. Our Aloe Cort Calming Cream with Aloe and Hydrocortisone works to relieve the pain and itching of dry or irritated skin. Our HydraFirm + Brightening Serum contains Niacinamide and Hyaluronic Acid to help reduce inflammation and improve rough texture. For extra dry skin, we recommend our Mega Moisture Illuminating Night Cream to keep your skin hydrated.
  
  You should also always consider using an SPF moisturizer to protect your already sensitive skin from environmental exposure which could cause excess dirt and oil to get trapped in the skin. For acne, you can also use our Clear Complexion Acne Serum + Spot Treatment but only use it as a spot treatment to prevent further eczema complications.

• Does oily skin need to use a moisturizer?

  Yes! Even if you have oily skin, you still need a moisturizer to act as a barrier against environmental factors that negatively affect moisture-regulating layers of your skin. Not using a moisturizer could trick your skin into producing more oil resulting in an increase in blemishes. For oily skin types, we recommend our HydraFirm + Brightening Serum. Infused with hydrating, brightening and firming ingredients such as Hyaluronic Acid, Alpha Arbutin, Peptides, Niacinamide and Lactic Acid, this clear, non-pore-clogging formula is intensely hydrating while improving the look of uneven skin tone, rough texture and aging skin.
  
  Additionally, you should try our HydraBalance Instant Moisture Infusion. It’s lightweight and will deliver intense hydration and a youthful glow.

• How do I know what my skin type is?

  The standard skin type categories are dry, oily, combination, normal and sensitive. You can determine your skin type by trying at-home methods such as the “bare-faced” method.
  
  Wash your face with a gentle cleanser. After thirty minutes, examine the size of your pores. If your pores look large, you most likely have oily skin. If your pores appear small or are barely visible, you most likely have dry skin. If your pores are large in some areas (like your T-zone) but smaller in others, you most likely have combination skin. After an hour, if your face feels tight, this is also an indicator that you have dry skin.
  
  If you have sensitive skin, over 50% of the products you’ve tried have irritated your skin causing redness or a series of tiny bumps where the product was used.

• What products should I use to control oily skin?

  Quite often the cause for excessively oily skin is the lack of using a moisturizer. Without a moisturizer, your skin will become dehydrated and possibly irritated due to a break-down in the skin's moisture barrier. The skin's way of adjusting to a lack of moisture is to produce excessive amounts of sebum. This most likely leads to oily or greasy skin.
  
  If you have oily skin, our Clear Skin Cleansing Bar is your best choice for an everyday cleanser. Additionally, we recommend our Clear and Even Tone Clarifying Glycolic Pads, HydraFirm + Brightening Serum, HydraBalance Instant Moisture Infusion, Purifying 2-in-1 Pumpkin Pore Detox Mask & Scrub and Medspa Edition: Retinol Resurfacing Treatment Pads. For a full list of products to combat oily skin, check out our oily skin page.

• How do I get rid of dark circles under my eyes?

  If you suffer from chronic dark circles under your eyes, it could be a result of genetics. For those that don’t have a genetic predisposition, dark circles can be caused by lack of sleep, allergies, excessive eye rubbing, or overexposure to sunlight. The first step you should take is to try and determine the source of your dark circles and, if possible, adjust your behavior.
  
  Additionally, you should try our Vitaleyez Retinol + Vitamin C Complex. This cream is formulated with Vitamin C, Retinol, Caffeine, Hyaluronic Acid and Arnica to brighten the look of dark circles under the eye and improve the appearance of puffiness and fine lines.

• Do you have products for under-eye puffiness?

  Yes. Try Vitaleyez Retinol + Vitamin C Complex. This cream is formulated with Vitamin C, Retinol, Caffeine, Hyaluronic Acid and Arnica to brighten the look of dark circles under the eye and improve the appearance of puffiness and fine lines.
  
  You should also try our Hydracool Calm & Correct Ice Roller. It is a multi-purpose tool that gently soothes and calms the skin to temporarily relieve inflamed blemishes, puffiness and irritation which makes it great for undereye puffiness.

• Should I wear sunscreen or SPF daily?

  Yes! SPF or sunscreen should be applied every morning as the final step in your skincare routine and before sun exposure. No matter your skin tone, everyone’s skin needs to be protected from the sun’s UV rays that can cause cancer even when it’s cloudy. Not to mention, a daily SPF can also protect your skin from blue light emitted by digital screens (TVs, computers, laptops, smartphones and tablets), electronic devices, fluorescent and LED lighting that can lead to aging skin and hyperpigmentation.
  
  It’s also important to note that if you’re using corrective skincare products containing AHAs, BHAs or Retinol your skin could be more sensitive to sun exposure. As a result, you should make sure you’re applying SPF to prevent the reversal or adverse effects that the sun could cause.

• What is the difference between chemical and physical SPF?

  Chemical Physical Active Ingredients May include: Oxybenzone, Avobenzone, Octisalate, Octocrylene, Homosalate and Octinoxate (which can lead to coral reef damage) Zinc Oxide, Titanium Dioxide Primary Benefit Absorbs UV rays before they can damage the skin
  
  Ingredients penetrate the top layers of the skin to absorb UV rays Reflects UV rays
  
  Ingredients form a barrier on the surface of the skin that helps reflect UV rays away from the skin How it Protects the Skin Depending on the formulation, chemical sunscreens may be easier to rub into the skin and less likely to leave a white cast
  
  Tends to be better for water & sweat-resistance
  
  Tends to be thinner and spread more easily
  
  Less needed for protection since absorbed
  
  Needs to be applied at least 15-20 mins before sun exposure to absorb Tends to be difficult to fully blend into the skin, leaving a white cast
  
  Tends to be less irritating and better for sensitive skin
  
  Tends to be more moisturizing (can feel heavy)
  
  Can start working immediately after application
  
  Lasts longer when in direct UV light, but not when wet or sweating

• Do your mineral SPFs contain Zinc Oxide nanoparticles?

  No, both of our mineral sunscreens, ShineBlock™ Oil Control Moisturizer SPF 30 and Sheerglow™ Even Tone Daily Defense Mineral Moisturizer SPF 30 are formulated with non-nano Zinc Oxide.

• What are the best ingredients for anti-aging?

  Retinol. A derivative of Vitamin A, Retinol exfoliates the skin to enhance the appearance of skin tone and texture while improving the look of breakouts and post-breakout marks. It is a key ingredient to make your skin smooth and glowing.
  
  Vitamin C. Very powerful antioxidant that helps with environmental effects on the skin that can speed up the aging process and hyperpigmentation such as exposure to the sun, smoking, etc.
  
  Peptides and Hyaluronic Acid. Helps to replenish moisture and revitalize the skin’s outer layers so they look and feel softer, smoother and hydrated to instantly improve the appearance of fine lines and wrinkles.

• What are the best ingredients for breakouts and acne?

  BHAs and AHAs such as Glycolic Acid, Salicylic Acid, Lactic Acid, Benzoyl Peroxide and Sulfur are examples of some of the best ingredients for breakout-prone skin. Our Clear Complexion Acne Serum + Spot Treatment is a Glowgetter™ favorite for acne! This serum delivers Benzoyl Peroxide, Glycolic Acid and Arnica to reduce and prevent future breakouts plus fight inflammation. It can be applied as an all-over acne serum or a spot treatment!
  
  The Clear Skin Cleansing Bar is a go-to for cleansing blemish-prone skin on a daily basis. We also recommend our Clear & Even Tone Clarifying Glycolic Pads as well as our Medspa Edition: Retinol Resurfacing Treatment Pads for exfoliating and smoothing blemish-prone skin.
  
  Last but not least, keep your skin moisturized with the HydraBalance Instant Moisture Infusion or HydraFirm + Brightening Serum to prevent your skin from overproducing oil.

• What are the best ingredients for uneven skin tone and hyperpigmentation?

  Kojic acid, Vitamin A, L-Glutathione, Alpha Arbutin, Azelaic acid and Niacinamide are all ingredients featured in our ClearTone Advanced Technology® and together they work to improve the appearance of uneven skin tone. Retinol exfoliates skin to enhance the look of uneven skin tone. And Vitamin C is a powerful antioxidant that helps shield the skin from external environmental stressors. Additionally, you should incorporate a moisturizer with SPF into your skincare routine to protect your skin from further hyperpigmentation as a result of increased sun exposure.

• What are the benefits of Vitamin C?

  The two main benefits of Vitamin C, a powerful antioxidant, are brightening/correcting the looks of dark marks and protecting your skin from environmental stressors that can speed up the aging process.

• What are the benefits of Retinol?

  Retinol is a derivative of Vitamin A. Retinol exfoliates the skin to enhance the appearance of skin tone and texture while improving the look of breakouts and post-breakout marks. It is a key ingredient to make your skin smooth and glowing. It fades the look of dark marks and its exfoliative properties clear the path for brighter more evenly toned skin. However, it can cause irritation to those with more sensitive skin so it’s important to keep your skin moisturized. If you notice a burning sensation or major issues stop use and consult a skincare professional.

• How do I keep my sponges clean?

  When the formula lather is rinsed out of the sponge, your sponge is clean but it’s important to let your sponge air dry after every use and not leave them inside the cleansing jar. Additionally, these reusable sponges can be washed with laundry in a washing machine. We recommend washing them along with towels and letting them air dry. If you need replacements, we sell sponges individually on the website! (Recommended time of use in between washes is two weeks.)

• Can I use these products on the body?

  Yes! Many Glowgetters™ use our products on the body. We also have an entire line of products dedicated to head to toe body skincare.

• Do you have products for sensitive skin?

  Yes, we have an entire category of products dedicated to sensitive skin! However, we recommend that if you have sensitive skin, you should start slowly introducing only a few new products into your skincare routine to give your skin time to adjust and to determine if a product is suitable for your skin. In the beginning, you should alternate using new products every other day.

• How often should I use a mask?

  We recommend using a mask such as our Purifying 2-in-1 Pumpkin Pore Detox Mask & Scrub or our Even Tone Smooth & Glow Enzyme Mask up to two times a week. Do it at night after you cleanse and before using other corrective products!

• I'm using your products and I'm not seeing results, what am I doing wrong?

  We always recommend a full skincare regimen to produce the best results. This means you should always cleanse, moisturize and apply SPF daily while incorporating treatments and correctives into your regimen that caters to your skin type and concerns.
  
  Second, make sure you’re giving your skin enough time as there are many variables to this such as one’s skin renewal rate and how long these concerns have existed previously. Dark marks, blemishes and hyperpigmentation that have been exposed to an excessive amount of sun will take longer to fade as the products will need to penetrate deeper into the skin to correct.
  
  After incorporating new products into your skincare routine, observe your skin for at least four to eight weeks for the beginnings of visible results. For further recommendations, contact our Customer Experience team and we’d be happy to help!

• Do I need a complete regimen to see results?

  Absolutely! We always recommend a full skincare regimen to produce the best results. AM and PM regimens complete with a cleanser, SPF, corrective products, moisturizer and regimen boosters like a mask or complexion correction peel pads are necessary to see complete skin results.

• Since I started using the products, I have been getting more breakouts. Is that normal?

  Generally, starting any new skincare regimen you can expect to see your skin go through the detox phase. When using clinically made products like ours, the skin needs time to adjust and detoxify. This happens when a new skincare product causes pimple formation to speed up, making all those clogged pores lurking below the skin's surface (called microcomedones) to slowly make their way to the surface of your skin in what seems to feel like one giant breakout. This process is temporary and typically lasts between 3-4 weeks with consistent use.
  
  If you continue to notice an increase in breakouts and you feel its due to your new regimen, we suggest discontinuing or switching back to your old regimen. Important note: everyone’s skin is different. What’s not normal is irritated, red or itchy bumps; this could be more of an allergic reaction and you should consult with a skincare specialist.

• Are your products safe for all ages?

  We recommend that only individuals who’ve entered puberty and older use our products. For younger individuals with skin concerns, we recommend consulting with a dermatologist or licensed esthetician for treatment recommendations.

• Do your products contain parabens?

  Our products do not contain parabens. They are free of parabens, sulfates and many of our products are vegan/gluten-free and most are fragrance-free!

• Are you Leaping Bunny Certified?

  Yes! We don’t test on animals and are cruelty-free.

• What is the difference between the Super C Serum and the Super Glow Serum?

  Super C Brightening Serum is a part of our Pro Strength Collection is larger in size, has a higher retail value and contains 20% Vitamin C. Our Even Tone Super Slow Serum is smaller in size, has a more conservative retail value and contains a 10% Vitamin C. However, they are both effective products for improving the appearance of hyperpigmentation, dull and the signs of aging skin.

• What is the difference between the Even Tone Night Treatment and the Retinol Rapid Repair and Dark Spot Treatment?

  The Even Tone Night Treatment is larger in size but also contains 2% Hydroquinone, Kojic Acid and Retinol. This treatment is more suitable for sensitive skin.
  
  Retinol Rapid Repair + Dark Spot Treatment is a Hydroquinone-free formula designed to visibly even skin tone However, it does contain Retinol, Niacinamide (which is great for improving the look of redness/inflammation) and Kojic Acid. We do not recommend sensitive skin types use this treatment.
  
  Both are very effective for improving the appearance of uneven skin tone!

• How long does it take for your products to work?

  Everyone’s skin is different! After incorporating new products into your skincare routine, some Glowgetters™ notice a difference in a matter of days! However, realistically it takes four to six weeks and sometimes longer. For those who struggle with hyperpigmentation, it could take up to 12 weeks to notice an improvement in the appearance of uneven skin tone.
  
  It’s also important to take into consideration that if you have a pre-existing skin concern it will take time for you to see results. If you need further recommendations, contact our Customer Experience team and we’d be happy to help!

• Can you shrink your pores?

  nce your pores have expanded you can’t technically shrink them. However, you can use products that will smooth the surface of your skin and minimize the appearance of large pores such as our Complexion Correction Chemical Peel Pads powered with Glycolic Acid, Salicylic Acid and Retinol. We also recommend using our Hydracool Calm & Correct Ice Roller and daily sunblock. In addition, you can browse the Large Pores section of our site.

• I have ingrown hairs that are leaving scars. What products should I be using?

  The best way to combat scarring is to prevent ingrown hairs from growing in the first place. If you’re prone to ingrown hairs, you should use products that have exfoliating, bacteria-fighting and calming properties.
  
  Products we would suggest to improve the appearance of ingrown hairs include the Clear Skin Cleansing Bar with Salicylic Acid and Sulfur to combat bacteria and our Clear Complexion Acne Serum + Spot Treatment to minimize the appearance of redness and irritation.
  
  To improve the look of dark marks or scars left behind by ingrown hairs, we would recommend browsing products based on Dark Spot/Uneven Skin concerns.

• My skin is peeling from my products? Is that normal?

  Yes, if you’re using any products containing Retinol or using chemical peel pads you may experience moderate peeling. Both are formulated and designed to exfoliate so you may experience dryness or flaking while your skin gets used to the ingredients. If you experience excessive peeling, reduce usage or try mixing in a moisturizer like our HydraBalance Instant Moisture Infusion or Mega Moisture Illuminating Night Cream to dilute the strength. But if you don’t feel you’re having a normal reaction, stop use and consult our Customer Experience team if you have further questions.

• I have dark spots should I apply the products just to the dark spot or to my whole face?

  Alternate between the whole face and spot treatment. Apply a spot treatment for stubborn dark marks that aren’t going away.

• My skin stings and burns after I apply my product. Is that normal?

  It depends on the product. Many of our products contain acids or corrective ingredients that may cause a slight tingling sensation. However, if tingling lasts longer than 1-2 minutes, cleanse your face and consult our Customer Experience team before trying the product again.

• Can I use Urban Skin Rx products with other skincare brands at the same time?

  Yes. However, we recommend gaining an understanding of how each product line affects your skin first. Make sure you’re mindful of the corrective ingredients in every product you use before introducing other skincare brands into your regimen.

• In what order should I apply my products?

  1. Cleanse first in the morning and at night.
  
  2. If you’re masking, mask after you cleanse.
  
  3. Apply your serums. If you have multiple serums, the best rule of thumb is to apply your serums thinnest to thickest.
  
  4. Apply your moisturizer. In the AM, apply a moisturizer containing an SPF. At night, apply a moisturizer that will provide intense hydration while you sleep.

• What's the difference between the Urban Skin Rx line of products and the Pro Strength Collection?

  Our luxury Pro Strength collection contains high-performance formulas that were initially created for the estheticians at our Medical Spa to use on patients during professional treatments. This specific collection from Urban Skin Rx delivers blends of high strength ingredients formulated to improve the most common concerns of diverse skin tones.

• What is the difference between the Retinol Resurfacing Pads and the Retinol Rapid Repair?

  The Medspa Edition: Retinol Resurfacing Treatment Pads are part of our Pro Strength Collection and are individually wrapped pads with Retinol, Niacinamide and Lactic Acid. The Retinol Rapid Repair and Dark Spot Treatment is a serum that contacts Retinol, Niacinamide and Kojic Acid.

• Are your products safe to use while pregnant or nursing?

  Please refer to our Pregnancy Skin collection page for products that we recommend to best address your skin’s changing needs during pregnancy. We also believe that any questions about the use of our products are better addressed by a medical professional. If you have any questions about the use of any of our products during pregnancy or while nursing, please consult your physician. If you have any questions about the concentration of a specific ingredient in any of our products, please contact support@urbanskinrx.com.

• Your product packaging indicates that it isn't safe to use if pregnant or nursing. Why is it now considered safe?

  You may have a product with older packaging. For the most recent information about any of our products, please visit the product page on our website. Please also refer to our Pregnancy Skin collection page for products that we recommend to best address your skin’s changing needs during pregnancy. We believe that any questions about the use of our products are better addressed by a medical professional. If you have any questions about the use of any of our products during pregnancy or while nursing, please consult your physician. If you have any questions about the concentration of a specific ingredient in any of our products, please contact support@urbanskinrx.com.

• What can I use if I'm pregnant or nursing?

  Please refer to our Pregnancy Skin collection page for products that we recommend to best address your skin’s changing needs during pregnancy. We believe that any questions about the use of our products are better addressed by a medical professional. If you have any questions about the use of any of our products during pregnancy or while nursing, please consult your physician. If you have any questions about the concentration of a specific ingredient in any of our products, please contact support@urbanskinrx.com.

• Is there Sodium Hydroxide in our cleanser bars?

  Sodium Hydroxide is commonly used in the soap making process to turn fats and oils into soap - a process called saponification. However, the amount of sodium hydroxide used in the soap manufacturing process is not the amount you end up with in the finished product. By the end of the soap making process, most of the sodium hydroxide has dissociated (broken up) and is no longer present in the final product. As a result, while we use Sodium Hydroxide as a raw ingredient in our manufacturing process, there is only a residual amount of Sodium Hydroxide present in our finished cleansing bars.

Shipping/Delivery & Returns

• How do I track my order?

  Tracking information is sent to the customer’s email that the customer provides on the order. This email is sent once the order ships out. If you have questions or concerns, please contact us at 980-221-1200 or email support@urbanskinrx.com.

• How long will it take for my order to arrive?

  All orders are processed within 48-72 hours. Domestic orders are shipped 2 business day Priority USPS. International orders are shipped FedEx and can take 1-2 weeks.

• What shipping services do you offer?

  Domestic and expedited shipping costs. Standard Domestic Orders (the U.S., including Alaska, Hawaii, and U.S. Territories) are shipped USPS or FedEx and are shipped to addresses within the United States (including Alaska, Hawaii and U.S. Territories). You will have several shipping options to choose from at check-out.
  
  Urban Skin Rx® offers free USPS Economy shipping for Domestic Orders over $50.
  
  $5.99 USPS Economy shipping - We will send the tracking number to the email address you provide in your order. However once items are shipped from our location and tracking number is provided, Urban Skin Rx® is no longer responsible for your order. Items in your order will not be refunded or replaced if the shipment is damaged or does not end up in the buyer's possession.
  
  $14.99 FedEx Rush shipping - We will send the tracking number to the email address you provide in your order. However once items are shipped from our location and tracking number is provided, Urban Skin Rx® is no longer responsible for your order. Please allow 1-2 days of processing time in addition to the 2-3 day delivery time.
  
  International shipping costs and information. All international orders are shipped Monday through Friday.The shipping cost for Canadian orders is 24.99.The shipping cost for all other international orders is $29.99.Processing time is approximately 48-72 hours. Once orders are processed, shipping can take up to 1-2 weeks (shipments to Canada have a 2-3 day shipping time after the order is processed). International packages require a signature upon delivery. Orders shipped outside the United States may be subject to customs inspection and/or customs fees, taxes and duties. Urban Skin Rx® is not responsible for these actions or reimbursement of any customs fees or taxes. The international recipient is responsible for all customs fees, taxes, and brokerage charges. Refused packages will not be refunded. We can provide registered tracking information. Please note that FedEx does not ship to PO Boxes. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order. If you have any questions regarding shipping policies or tracking your shipment, please email support@urbanskinrx.com.
  
  For more information, please review our shipping policy.

• Do you offer international shipping?

  Yes! We currently ship worldwide to over 240 countries. International orders are shipped via FedEx and delivery can take up to 1-2 weeks.
  
  For more information please review our shipping policy. https://urbanskinrx.com/pages/terms-conditions#shipping-policy

• How do I change or cancel my order?

  If you wish to cancel your order after you have submitted an order through our website, please contact us ASAP at 980-221-1200 or email support@urbanskinrx.com. Please note that if you contact us after we have shipped your order any cancellation will need to follow our return process.

• What is the auto-shipment program?

  With Auto Shipment, you will automatically receive your favorite Urban Skin Rx® products at the frequency you choose. Select this option and save 20% with every future order of this product. You can change your shipment frequency or cancel anytime on your My Account page. Please note that discount codes or rewards points cannot be applied to auto shipment purchases. Please click here to read the Auto-Ship Program FAQs.

• What is your return policy?

  You may return products for a refund or exchange within 30 days of the products being received. Return requests received after 30 days but within 60 days of purchase will be processed as exchange or store credit only. Store credit does not have cash value and cannot be refunded. For further details on returns, please refer to our return policy page.

• Can I exchange a product?

  If you wish to exchange a product, we ask that you read our return policy page first for exact details and email us at support@urbanskinrx.com with the following information: Name, order number, product to be exchanged and reason. After an email is received and is determined eligible for an exchange, the products can be returned for a credit towards another product or exchanged for a different product. Once the returned product is received, the substitute product will be shipped. Please note that if the exchange exceeds the initial retail price, the customer will pay the difference with a valid credit card.

• How do I start a return?

  To initiate a return, please visit our return policy page.

• What if my order arrives damaged?

  Please contact our Customer Experience Team via live chat on our website, email support@urbanskinrx.com or call 980-221-1200 for assistance with your order.

• I returned my product how long until I receive my refund?

  We process returns Monday through Friday. Once we receive the returned/exchanged package, a Customer Experience Representative will reach out to you within 24 - 48 hours via email during the weekdays regarding all refund and store credit procedures, subject to compliance with our return policy.
  
  If you are receiving a refund, please allow 3-5 business days for the funds to post to your account. Some refunds may take up to 10 days depending on your financial institution's refund policy.
  
  For further details on returns, please refer to our return policy page.

Account

• How do I check my order history?

  Log onto our website and click on the Account tab located on the main menu. From there you can view your order history.

• What are Even Tone Elite Rewards?

  Even Tone Elite Rewards are our way of saying thanks for being a loyal customer. They can be applied for dollars off your purchase or for free products. In order to access the benefits of the Even Tone Elite Rewards program, you will need to first create an account through UrbanSkinRx.com. There are many 'Ways to Earn" that you can reference on the Even Tone Elite Rewards page. Points accrue from purchases made directly from our site. 1 point is acquired for each dollar spent, per order placed. Log in from your desktop or mobile using the rewards page link at the top right corner of your browser.

• How do I redeem my Even Tone Elite Rewards points?

  Points can be redeemed on the Even Tone Elite Rewards page once you are signed in. Just scroll down to the How To Use Your Points section. In addition, you will have the option to redeem a coupon code or product while checking out your order.

• How do I check my Even Tone Elite Reward points?

  Click the Rewards page located on the teal bar navigation and log in to your account. From there, you can view your Even Tone Elite Rewards dashboard to checkpoints, redeem points and earn more rewards!

• How do I redeem gift cards?

  Once you purchase a gift card from our website, the gift card will be delivered by email with instructions on how to redeem at checkout. If you have questions or concerns, please contact us at 980-221-1200 or email support@urbanskinrx.com.

• How does the Refer a Friend program work?

  You can refer a friend by clicking the Refer a Friend module on the rewards page and entering your friend's email address. Please note, your submission will not send if the customer has placed a previous order on urbanskinrx.com.

• I sent my friend the referral link, and I never got my 400 points?

  To qualify for a promo code, the referred person must (i) be a new customer, (ii) use a referral link to obtain the promo code and (iii) make a purchase on http://urbanskinrx.com in an amount greater than the minimum amount specified in the referral offer prior to the promo code's expiration. Referring customers will receive a referral credit in their UrbanSkinRx account after the referral is confirmed and the referral credit is approved by a customer service member. Customers are limited to referring two people per household.
  
  Referring customers may only earn one referral credit per referred person. In the event, a referred person returns a purchased item and their lifetime order value decreases below the minimum purchase amount, the referral credit awarded to the referring customer will be rescinded. Customers may not refer anyone who has an existing UrbanSkinRx account under an alternate email address.
  
  Any abuse of this offer, as determined by us in our sole discretion, may result in the rescission of the referring customer's referral credit and the referred person's promo code as well as both parties' inability to participate in this or future promotions. Referral credit cannot be applied to previous purchases and is not redeemable for cash. This referral program is subject to modification or termination at any time without notice in our sole discretion.

• What if I need to reset my password?

  If you’re logged in to your account, logout. Click the Login tab located in the main menu and click Forgot Password. Enter your email and We will send you an email to reset your password.

Contact Us

• How do I contact customer service?

  Our Customer Experience Team can be reached via email, phone or live chat which is available on our website. To access live chat services click the teal blue chat bubble in the bottom right-hand corner of your screen. Live chat services are available Monday through Friday from 9:30 a.m. to 6 p.m. and 7 p.m. to 12 a.m. EST and Saturday through Sunday from 7:00 p.m. to 12:00 a.m. EST. You can contact us via phone by calling 980-221-1200 or emailing support@urbanskinrx.com.

• How do I sign up for the newsletter?

  Enter your email address in one of the following places: The pop-up box when you first visit our website, the newsletter box towards the bottom of the home page, or click on the register tab located in the top right corner of the home page. If you have any difficulty, please contact us at 980-221-2200 or email support@urbanskinrx.com.

• What if I am interested in becoming a wholesaler?

  If you are interested in retailing or distribution opportunities, please complete the wholesale request form located on our website. https://urbanskinrx.com/pages/wholesale
  
  For more information, questions, or concerns please contact jasmin@urbanskinrx.com and include your name, your company, business opportunity, website and any other useful information.

• Are you a social media influencer and want to collaborate with us?

  Send your contact information and social media handles to influencers@urbanskinrx.com! Our influencer relations team will reach out if interested.

• I sent an email, how long till I get a response?

  Please allow 24 hours to receive a response to email inquiries and only answer emails Monday through Friday. Please feel free to also contact us via live chat.

• I sent a DM on social media, how long till I get a response?

  Please allow 12-24 hours to receive a response Monday through Friday. Please feel free to also contact us via live chat.