Our Ultimate FAQ

Answers to your Questions about us, our products, and your orders.

Click on any question to jump to the answer. 
- How do you get your products?
- Why do you offer the products you do? 
- What if I want to order a product that is out of stock?
- What if I want to order more of a product than what you have in stock? 
How do I place a custom order?
- I made an order that said it was in stock, but then got a notification from ASC saying it is not in stock. What gives? 
- I want a refund because an item is out of stock, how do I do that? 
- I want a refund because I do not like a product I bought. How do I do that?
- What is your refund policy? 
- When do you fill orders?
- I ordered but see it hasn't been fulfilled yet? 
- What are your normal business hours? 
- What if I don't know what product to buy?
- Can you recommend me a product?
What security features does your website offer? Is my information safe?
How do you get your products? Why do you offer the products you do? 
We order our products from a line that only sells to licensed professionals for use and distribution. We used this product line for our clients when we did massage therapy and facials for our clients for years. We are truly in love with this product line and the affordable high quality ingredients in them. Now that we are retired, we maintain our license to help provide affordable skin care to others at home. This is a fun side project we do with our spare time when we are not caring for our grandchildren, enjoying retirement, and gardening. 
What if I want to order a product that is out of stock? What if I want to order more of a product than what you have in stock? How do I place a custom order?
If you have an order you'd like to make that doesn't seem to fit what we have on the site, or something says out of stock, we prefer you don't order half of it with a message. Just send us a message with exactly what you want, the size if applicable, and in what quantities. We can work with you on creating a custom invoice you can purchase; we will order the products, and send them to you once they arrive. Keep in mind rarely our distributor has a back order on a product. The same reason we love them--their refusal to compromise on quality--is the same reason we experience back orders sometimes. They usually tell us, but on rare occasions it has happened before where we do not realize until the custom invoice has been made. In such cases, we will maintain contact with you and let you know when products arrive and are ready to ship out. 
I made an order that said it was in stock, but then got a notification from ASC saying it is not in stock. What gives? 
We put our inventory orders in based on when we order the products. This is because putting inventory in once it arrives is a slower process for us, and we often found ourselves putting in several more orders and waiting longer. Sometimes, our products are ordered so fast that by the time we put the inventory for the products on the way those products end up sold as well--even though they technically haven't arrived yet. Also, sometimes we order inventory but the products come in damaged from the post, and we must send them back--giving us a deficit we didn't expect. We promise we will keep you in the loop for situations like this, and fulfill your order as soon as the product arrives in our hands. 
I want a refund because an item is out of stock, how do I do that? I want a refund because I do not like a product I bought, how do I do that? My products came in damaged, what next? What is your refund policy? 
If you want a refund on a part or complete order before we have fulfilled it, please send us a message as soon as possible. Orders requesting a refund may be subject to nominal fees based on credit card use so we are not out any money on our end using convenience items like Stripe and PayPal. If they do not charge us fees for the refund, we will not charge you either. If you'd like to simply change an order, please let us know that, as we may not need to do a refund especially to simply swap an item of the same price. 
If you try a product and find due to reaction, dislike, or because it just doesn't work for your unique skin, we completely understand. We offer completely collections in travel-sized cases for people to try out for this very reason. However, we cannot use this product or re-sell it. Skin care products are different from things like shoes, clothing, and other goods. It is not legal to sell an opened and used container. We consider that a loss and must return it back to the distributor. Please send us a message, and we will give you an address to return the products with. Please do not return the products without a return being authorized first. We will, when we receive the products, issue a refund minus the shipping/handling charges and a 25% restocking fee to cover some of the loss. Each refund we take in is a loss, so it is important to us to handle it with care. Please realize that if you do not go through us and try to dispute for your money back after you have received a product without sending us the product back, we will follow through with each and every dispute. We keep a log of every tracking number, information, etc. If you find you never received a product due to theft or damage, see the paragraph below. 
If you had a product arrive damaged, please send us an email of pictures of the damaged post so we may be in the loop. However, we have little control over USPS and what they do. It is actually the post service you need to talk to in order to help fulfill the insurance. If the postal service is not working with you, please keep in us in touch and we will try to make it right best we can, but we are subject to the exact same things ourselves. USPS has its own protocols that we have to abide by, so your best bet is to report it to them and show them the damages. We can work with you and USPS from there. 
What are your normal business hours? When do you fill orders? I ordered but see it hasn't been fulfilled yet? 
We check the website regularly between Monday and Friday from 10am - 4pm. We usually send orders out within 3 business days if we have the stock available, but we give ourselves up to 5 business days from the time you order to fulfill an order we have in stock. This is because we are retired and do this in our spare time--this is not our full time job, we don't make much money off of it, and we often put our grandkids and family first in our day-to-day lives. Still, we recognize we are providing a service to all of you wonderful people, and want to maintain our professionalism. We understand we live in an age of Amazon Prime and instant orders, but we hope you will be patient with our small business. We enjoy talking to others about skin care, and helping people get their needs met. If your order is placed but we do not have stock, we will send you a message informing you of this and keep you in touch. We will contact you when it arrives and orders are being fulfilled. 
What if I don't know what product to buy? Can you recommend me a product? 
We have over 30 years in the skin care industry in experience, and we love to recommend products to our customers. Keep in mind that a recommendation is just that--please use your own personal judgment and experience when making an order as a "bad recommendation" does not exempt you from our refund policy. We cannot see you in person, or lay hands on your skin to figure out just what it needs, so we rely heavily on what you tell us and report to us. We can guide you in the right direction, and may make several options known so you may select which you think will be best. We are always trying to make our website more transparent about our products and what they can do for you, so check our blog and options frequently to find out if there's a powerblend, product, or unique way to make a product work for you. 
What security features does your website offer? If my information safe? 

Our checkout process is secured by HTTPS / TLS encryption and keeps your orders and personal information safe. 

TLS (Transport Layer Security) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and secure. TLS is the industry standard and is used by millions of websites in the protection of their online transactions with their customers.

Additionally, we only work with payment gateways that offer the highest level of security certification (PCI DSS Level 1).

The long story short version is: We ensure the highest industry standards available on the internet are used to keep you worry free and safe on our site.  

 Don't see a question you'd like answered here? Ask us! Our email is aikenskincare@gmail.com and we'd love to hear from you. 
 
 
 
 
 
 
 

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