FAQs | AspireSkinHealth

FAQs

Shopping

I can’t find a certain product on your website. Are you able to sell this product?

If your product is:

  • A prescription-only product, we are not able to sell it online. You’ll need to look to your physician to purchase that product!
  • From a product line we do not carry, please email us to request we start carrying that product line. We love customer feedback and are constantly working to provide the products you want and need the most.
  • From a product line we DO carry, please email us to see whether this product has been discontinued or if it has undergone a name change. If it is not discontinued, we will likely be able to offer it on the website.

I'd like to try a product before purchasing. How can I get a sample?

We offer free samples! Our selection changes daily, so there's always something new to try.

Do you offer price-matching?

We are dedicated to offering our customers a unique, dedicated experience that includes free shipping, rewards points, exclusive discounts and free gifts with purchase. For this reason, we do not offer price-matching at this time.

How do I buy a Aspire Skin Health gift card?

Coming Soon!

Why is this brand/product always excluded from sales?

Many of our manufacturers do not allow discounting. When we work with these companies, we usually try to do whatever we can to offer you an exclusive deal, whether that's an incredible free gift, bonus samples or coupons.

How do I know what products are right for my skin?

Our Customer Care staff includes trained aestheticians and product experts that are willing to give you the best possible recommendations for your skin. Just contact us for your Free Phone Consult!

Do you have a store location?

Our flagship retail store is located in San Jose, California. We offer free shipping on all orders.

 

Checkout 

Where do I enter my promotional code information?

You can enter your promotional code in your shopping cart. In your shopping cart, enter the promotional code in the box next to your order summary and click enter. Your discount will be automatically applied to your account.

Can I enter multiple promotional codes?

In order to maintain low prices, free shipping, and free samples on all orders, we can only allow for one promotional code per order.

Where can I get a promotional code?

Aspire Skin Health customers that sign up for a free account or join for newsletter receive emails with discounts and promotional information on a regular basis.

We also offer exclusive promotions to our Facebook fans and Twitter followers, so those are also great places to check.

How can I find the status of my order?

You can always find the status of a particular order and view your order history in the "Order History" section of your account page.

My item is on backorder; when will I receive it?

Sorry about the wait! It all depends on the manufacturer. We also send daily updates to customers with backordered items. If your patience wears thin, no worries - we can suggest alternative products if you'd like something similar.

Why must my first order be shipped to my billing address? Is there a way for me to send to a different address?

This policy is set in place to our customers from credit card fraud. Please know that for all subsequent orders, you may have your package shipped wherever you wish.

I'm having trouble with my credit card information.

If you receive an error message during checkout, please double check that the billing address you provided is the same as the billing address associated with your bank account. If that information is correct, try re-entering your CVN or security code and make sure that the card is current and valid. If you’re still having trouble with your card, please contact your financial institution for further assistance or give us a call.

I haven’t received an order confirmation. Did my order go through?

An order confirmation email is sent as soon as you place your order. If you haven’t received it yet, please check in your spam/junk folders. You’ll also want to add customer_service@AspireSkinHealth.com to your contacts so that future emails aren’t blocked. If you still haven't found an order confirmation email and are unsure whether your order went through, please email us with your inquiry, including your first and last name, and we'd be happy to check for you.

Do I have to pay sales tax?

Yes. Please keep in mind that all consumers are technically responsible for remitting any unpaid sales tax on online purchases to their state. Please check with your local government for the rules and regulations in your area.

 

Shipping

Has my order been shipped?

Once your order has been shipped, you will receive a shipping confirmation email that contains tracking information. You can also log in to your account at any time to see the current status of your order. For more information regarding shipping, please see our Shipping Information page.

Do you ship internationally?

In most cases, yes.

When will my order arrive?

For most orders, you will receive tracking information via email. You can also log in to your account at any time to see the current status of your order. If you have chosen our standard free shipping, your package will typically arrive in 5-8 business days. Please note that business days do not include Saturdays, Sundays or federal holidays. For more details, please see our Shipping Information page.

 

Returns

Part of my order is missing/broken/damaged.

We sincerely apologize! Please contact us immediately to remedy the problem. If the product is broken or damaged, make sure to keep the box, packaging materials and broken/damaged items for inspection by the carrier. Returns made as a result of our error will not count towards your total return limit.

I'm having a reaction to a product. Can I return it?

Something we hear often is that customers are breaking out or having a reaction to a new product. Please know that this is actually very typical. When you begin using any new product or regimen, your skin can acclimate to new ingredients in a variety of ways. Tingling, redness, flaky skin and even purging are common skin responses to unfamiliar ingredients. Purging, especially, means that a product is bringing skin impurities to the surface to be expelled, which often results in breakouts – but in the end, this process is often well worth it.

Additionally, irritation can occasionally occur if the product is being used incorrectly or with other products not suitable for use together. We'd be happy to help you in determining the nature of your reaction – just give us a quick call!

If there isn’t another solution, we’d be happy to issue a refund for the product as long as it falls into the guidelines of our Return Policy.

The pump on my product isn't working.

We hear this a lot with products that feature an “airless pump” system. Products containing an airless pump do not use a straw like most containers, but rather a vacuum system. When using these products for the first time, you will need to prime the pump to expel excess air. To do so, cover the opening where the formula is dispensed with your finger and slowly pump 10-15 times. This will expel any excess air and "jump start" the product. If at any time your pump stops working, repeat the priming process.

If priming does not work, turn your product over to find a very small hole at the bottom of the bottle. Try inserting a paper clip into this hole to raise the floor of the product and trigger the pump.

 

Account Management

I forgot my password, how do I log in?

If you've forgotten your password, just click the “Forgot Your Password?” below the account sign-in form. You will be taken to a page that asks you to enter in your email address . Enter your email address, then click “Reset Password.” An email containing a reset link will be sent to the email address you provided. If you did not receive an email, please check your spam folder and make sure to add Customer_service@AspireSkinHealth.com to your contact list. Click on the link provided in the email to reset your password. This will take you to a page that will allow you to enter your new password. Once you have changed your password, you will be able to login to your account with your email address and your new password.

How do I update my account information?

You can edit your account details at any time once you log in to your account.

I'm not receiving emails from Aspire Skin Health.

If you are not receiving emails from us, please check in your spam/junk folders. You’ll also want to add customer_service@AspireSkinHealth.com to your contacts so that future emails aren't blocked. If you're still having trouble receiving emails, please contact us.

I'd like to unsubscribe from your list.

We're so sorry to see you go! If you'd like to manage the frequency of your emails or unsubscribe, just click the "unsubscribe" button at the bottom of any of our emails.

Aspire Rewards

How many rewards points do I have?

Log in to your account page to see your current rewards points and member status.

How do I use my rewards points?

You can redeem your points for $ Off coupons which can be used for your next purchase.

Are rewards points transferrable?

No. Rewards points can only be issued to the account that earned them.