Where is my digital product?
A download link will be provided immediately after checkout. You should also receive an
email with the link—please remember to check your spam folder. If you do not receive the
link, please let us know, and we’ll be happy to assist you!


How can I track my physical order?
You should have received an email with the tracking link for your package. Using that link,
you can view its status and estimated delivery date. You can also track your package through
our chat by selecting the "Track and manage your order(s)" option.

How long does it take for my order to arrive?
We estimate that your order will arrive within 3-6 business days. However, please note that
holidays and other factors may occasionally affect these times. We’ll send you an email with
the tracking information as soon as your order ships.

Can I cancel my order?
We completely understand that you may change your mind about your order. Since our
orders are processed automatically by our fulfillment center, cancellations may not always
be possible. If we are unable to cancel your order before it ships, we will work with you to find
a solution under our existing exchange policy.

Can I change my order?
We understand that you might need to make changes to your order after placing it. However,
since our orders are processed automatically by our fulfillment center, we’re unable to make
changes to the shipping address, merchandise, or contact information once the order has
been placed. To avoid any issues, please double-check your details before completing your
purchase.

Do you ship outside of the US?
Yes, we do ship outside the US! However, please note that international shipments may be
subject to additional fees, including import taxes, customs duties, and other charges. These
fees are the responsibility of the buyer and vary depending on the destination country.

How do I change my shipping information?
We understand that you might need to make changes to your order after placing it. However,
since our orders are processed automatically by our fulfillment center, we’re unable to make
changes to the shipping address, merchandise, or contact information once the order has
been placed.
To avoid any issues, please double-check your details before completing your
purchase.


Lost order?
If you suspect that your order is lost, please contact us at contact@theskindeep.com as
soon as possible. Include your order number and any relevant details so we can investigate
the issue. For lost package claims, the following timeframes must pass without tracking
updates to be eligible: 15 days for shipments within the US; 20 days for international
shipments. Please note that while we are not responsible for orders lost due to incorrect
shipping addresses provided at checkout, we will do our best to assist you in resolving the
matter.

Do you offer express shipping?
Yes, we currently offer express shipping, which should arrive within 2-4 business days,
please note that holidays and other factors may occasionally affect these times. To get
express shipping, be sure to choose this option as your shipping method during checkout.

I didn’t receive a confirmation for my order. What should I do?
If you didn’t receive an email or SMS confirmation of your order, please contact us at
contact@theskindeep.com. We’d be happy to check your contact information and resend
the confirmation email or SMS. Kindly provide your purchase date and country so we can
easily locate your order in our system.

Do you offer free shipping?
Yes, we currently offer free shipping within the US for all orders over $65!

How do I change my billing information?
We understand that you might need to update your billing information. However, since our
orders are processed automatically, it’s not possible to change billing details once an order
has been placed.

What should I do if I see a duplicate charge?
Occasionally, during a transaction, two charges may appear in your bank app or bank
statement. The first charge is a bank authorization to process the actual transaction, which
is reflected as the second charge. Please rest assured that the authorization amount will be
credited back to your account.

How can I download my invoice?
To obtain your invoice, please contact us at contact@theskindeep.com, and we’ll be happy
to generate it and send it to you. Kindly include your order number in your request so we can
locate your purchase quickly.

What’s your return policy?
We’re happy to assist with returns and exchanges under the following conditions:
1) Eligibility: Physical products can be exchanged if they are in their original condition,
including plastic wrapping, and returned within 14 days of the purchase date.
2) Digital Products: Due to the unique nature of digital products, if the product has already
been downloaded, we cannot accept returns or offer exchanges.
3) Shipping Costs: Customers are responsible for new shipping costs unless the item was
faulty or incorrect upon delivery.
If your return meets these criteria, we’ll be happy to assist you with an exchange. Please note
that refunds are not offered for returns or exchanges.

How do I request a return or exchange?
To request a return or exchange, please email us at contact@theskindeep.com within 14
days of your purchase or receipt of the product. Be sure to include your order number, a brief
description of the issue, and photos if the item is damaged or incorrect. Please keep in mind
that digital products that have been downloaded are not eligible for return or exchange.
Additionally, customers are responsible for new shipping costs unless the item was faulty or
incorrect upon delivery. If approved, we’ll assist you with an exchange as applicable, as
refunds are not offered for returns or exchanges.

What should I do if I receive a defective or damaged product?
If you receive a defective or damaged product, please contact us at
contact@theskindeep.com within 14 days of receiving your order. Be sure to include your
order number, a detailed description of the issue, and clear photos of the damaged or
defective item. Our team will review your request and, if approved, we will arrange an
exchange or a return for a refund at no additional cost to you.

How can I contact support?
Please contact us at contact@theskindeep.com and include your order number along with
a brief description of your situation.

How can I subscribe to your newsletter?
Please visit this link: https://shop.theskindeep.com/pages/thebridge and scroll to the
bottom to subscribe to our newsletter! By subscribing, you will:
1) Unlock 15% off.
2) Join 450k+ members receiving relationship insights.
3) Get exclusive offers—and more!

Do you offer retail and bulk options?
Yes, we do. Please visit this link: https://shop.theskindeep.com/pages/wholesale-retailrequest. There, you will find our updated catalog. You will also see a form to become a retailer
or place a bulk order—please fill it out to submit an inquiry.

If you have any questions, feel
free to contact us at contact@theskindeep.com, and we’ll be happy to assist you!

How can I become an affiliate?
Please visit this link: https://shop.theskindeep.com/pages/community. There, you will find
all the information you need. You will also see a form—please fill it out to apply to become
an affiliate. If you require further information, feel free to contact us at
contact@theskindeep.com, and we’ll be happy to help you!

How can I be on {THE AND}?
As we are still working on scheduling our {THE AND} productions for this year, we suggest
keeping an eye on our social media and newsletter. There, we will announce the next
confirmed production, including its location and application form.

How do I become a partner?
Please visit this link: https://shop.theskindeep.com/pages/brand-partnerships. There, you
will find our partnership requirements, application form, and details about potential
collaboration opportunities. Fill out the form with your information and business details. Our
team will review your application and contact you with next steps.


If your matter is urgent, please contact us at contact@theskindeep.com
and include your order number along with a brief description of your
situation. We’d be happy to help.