Frequently Asked Questions

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.


MY ORDER WAS MARKED DELIVERED BUT I HAVE NOT RECEIVED IT YET 

  • USPS delivery vehicles use GPS that can automatically update a package as "delivered" prematurely. Please wait another business day, as the parcel could have been marked as delivered in error, and will arrive the next day.
  • Contact your local USPS post office. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide you assistance. Ask who your postman is and ask for more information about that day's delivery. 
  • If the package still does not arrive, please call USPS to file a claim or visit their website to file an online claim. Acne Expert Skincare cannot refund OR re-ship orders that were mishandled by the post office or stolen from a property. 

 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.

YOU DON'T DELIVER TO MY COUNTRY. HOW CAN I STILL GET YOUR PRODUCTS?

**Don't see your country? You may use a shipping host service like shippn.com to get your items delivered. 

I ACCIDENTALLY ORDERED THE WRONG PRODUCT,  CAN I MAKE CHANGES TO THAT ORDER?

Kindly review your orders before checkout as we can not make any changes to confirmed orders. You will need to return it once you receive it (shipping fees apply).

MY ITEMS ARRIVED DAMAGED, WHAT SHOULD I DO?
Please contact us within 48 hours upon receiving your order at info@acneexpertskincare.com.  Please provide us with your order number and photos of the damaged product/s.

 

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 just 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. 

 CAN I INCORPORATE OTHER PRODUCTS THAT ARE NOT FROM AES?

It’s not advisable to combine our products with outside topicals or other skincare products for the following reasons:
 
1. The outside products might be pore-clogging.
2. The outside products might hinder our product from working properly against the acne.
3. The outside product might create a reaction or irritation if you are adding an unknown element into the mix.


I RECEIVED INCORRECT ITEM/S WHAT SHOULD I DO?

Please contact us info@acneexpertskincare.com within 48 hours upon receiving your order so that we can assist you. Please provide us your order number and a photo of the incorrect item you received.
I ENTERED THE WRONG ADDRESS FOR MY ORDER, WHAT SHOULD I DO?
Please contact us info@acneexpertskincare.com immediately so that we can take care of this for you. Please note that we can no longer change an address to an order that has already shipped.