WHEN WILL MY ORDER SHIP?
We ship once a week on Thursdays for all orders received by Monday of that week before midnight. Your shipment will go out this Thursday or the following Thursday depending on when you placed your order. Click here for a reference to our shipping guidelines.
I RECEIVED A NOTIFICATION THAT MY PACKAGE WAS DELIVERED BUT CAN’T FIND IT
Unfortunately, we have no way of finding out where your package is once it's been handed over to the United States Postal Service. We have no control over/access of their system. If you’ve received a notification announcing your package was delivered, we advise that you look around your building to see if someone else picked it up (neighbor/landlord). Your package could have been delivered to a different mailbox. If not found, you will need to call your local post office as soon as possible and ask to speak to a supervisor and tell them that your package was not delivered when the system/postman said it was. You may also want to print your receipt just in case you need to file a claim.
WHY DID I HAVE TO PAY CUSTOMS FEES (FOR INTERNATIONAL CUSTOMERS)
We do not collect custom fees with your order. The shipping fee is simply for shipping your item. We collect from you the shipping fee that the United States Postal Service charges to get your items from the USA to your country. We could never handle customs fees as each country has its own policies. We recommend that you contact the customs office in your area to find out more about their fees.
WHERE IS MY DAILY GUIDE DOWNLOAD
If you’ve purchased an acne kit or brightening kit, an email with download of the guide is sent to your email one minute after your purchase. Kindly check your spam/promotion folder as well. Please note if you did not purchase a full kit you will not receive a guide.
I CAN’T LOCATE THE ACNE BIBLE
The AES Acne Bible is located on the FIRST PAGE of the DAILY GUIDE at the very top. Kindly click on the blue hyperlink “acne bible”. SEE PIC BELOW.
I RECEIVED MY GUIDE BUT IT LISTS OTHER PRODUCTS IN MY DAILY ROUTINE THAT DID NOT COME WITH MY KIT
Those products are there as suggestions. For example, your guide may list the toner or daily C serum in your morning step. Just skip those steps where you don’t have the mentioned products. If you ever decide to add one the suggested products you will at least know how to incorporate your new product(s) into your current routine.