FAQS
Why is the brand I love not on sk1ntro?
If you would like to see a particular brand or products on our website, we would love to hear your suggestions!! Please feel free to email us your thoughts at hello@sk1ntro.com
Can I cancel my order?
Once an order has been accepted, we are unable to make changes.
When will my pre-order be shipped?
Pre-orders will be shipped as soon as they become available.
If your order includes both preorder and regular items, we will ship everything together once all items are in stock.
If you would prefer to receive your regular items sooner, please contact us at hello@sk1ntro.com, and we can arrange separate shipping for an additional fee.
How can I add delivery instruction for my order?
If you have specific deliver requests, please email us your request immediately after placing your order or include them in the "Address" section during checkout.
Does the medicube Age-R Booster Pro EX include a warranty?
Yes! Your medicube Age-R Booster Pro EX comes with a 1-year warranty from the manufacturer, starting from the date of purchase. This warranty covers defects in materials or workmanship under normal use.
Proof of purchase is required for all warranty claims. Please note that the warranty does not cover damage from misuse, accidents, or unauthorized repairs.
Should you experience any issues, please contact our customer support at hello@sk1ntro.com. We will provide
instructions on how to proceed with a warranty claim through the manufacturer.
What if an item in my order is damaged or incorrect or missing?
Please contact us at hello@sk1ntro.com within 5 days of delivery with your order number and clear photos so we can review the issue quickly.
For damaged or incorrect items, please include photos of the product, the shipping label and the package.
For missing item claims, please include photos of the package as received, the shipping label, all packaging materials, and all items you received. Please do not discard any packaging until the case has been reviewed.
Once we receive the information, our team will review the case and help resolve it as soon as possible. Claims submitted without the required photo may be difficult to verify.
My order show as delivered, but I can’t locate it.
If the packages marked as delivered, but you have not received anything. We recommend:
1) Check with your property and with neighbors as if it might be left in unexpected spots.
2) Reach out to the delivery service for more details. They may have more information about the delivery location.
If the package is still missing, please feel free to contact our customer service team at hello@sk1ntro.com.
What is Sk1ntro Loyalty Program and how do I join?
The Sk1ntro Loyalty Program is our member rewards program where you can earn cash back, collect points through selected activities, redeem available rewards, and unlock VIP tier benefits.
You can join by creating an account with your email on our website. There is no minimum purchase requirement or annual membership fee.
How do I earn points?
Points may be earned through selected reward activities, such as signing up, following us on social media, referring friends, leaving eligible product reviews, or other available point-based rewards.
Available point rewards may change from time to time.
How do I check my points balance?
Once you are logged in, your points balance will be displayed in your loyalty account or rewards panel.
Do my points expire?
Points may expire if your account has no activity for 1 year. To keep your points active, make sure to use your account within the year.
Cash back does not have an expiry date.
How do I know what VIP tier I am?
You can check your current VIP tier by logging into your account and viewing your loyalty account or rewards panel.
How do I reach the Nova or Supernova tier?
Your VIP tier is based on your eligible spending within the tier period.
- Orbit: $0–$199.99/year
- Nova: $200–$499.99/year
- Supernova: $500+/year
Tier benefits are subject to eligibility and may not apply to certain promotional items, shipping fees, taxes, or excluded offers.
Do I receive a reward when I move up to a new VIP tier?
Yes. When you reach a higher VIP tier, you’ll receive a one-time tier unlock coupon as a thank-you reward.
- Reach Nova:
Receive a $10 coupon
Use on orders of $60+ - Reach Supernova:
Receive a $15 coupon
Use on orders of $89+
Tier unlock coupons are issued once when you qualify for the tier and expire 60 days after they are issued.
Do you offer a free birthday gift?
Yes. Members may receive a birthday reward based on their loyalty program eligibility and VIP tier.
Birthday rewards may vary depending on your tier and current loyalty program settings.
For detailed information, please click here.
I left a review, but didn’t earn points.
Only verified reviews are eligible to earn points. This means you must leave your review through the verified review link sent to you after your purchase.
What is cash back?
Cash back is a reward balance you can use toward future purchases on our website. Cash back is issued as Store Credit and can only be used on our website. It is not withdrawable cash.
How do I earn cash back?
You can earn cash back on eligible orders based on your VIP tier. The higher your tier, the more cash back you earn.
How much cash back do I earn at each VIP tier?
- Orbit: Earn 2% cash back on eligible orders
- Nova: Earn 3% cash back on eligible orders
- Supernova: Earn 5% cash back on eligible orders
When will my cash back be added to my account?
Cash back is added to your account after our warehouse has fulfilled your order. You’ll receive an email notification once your Store Credit has been issued.
How do I use my cash back?
Your available cash back can be applied to eligible future purchases at checkout. There is no need to redeem a separate reward code.
Can I use cash back with discount codes?
Yes. Cash back can be used together with other promotions and discount codes.
Does cash back expire?
No. Cash back does not have an expiry date.
What happens to my cash back if I return an order?
If an order is refunded or returned, any cash back earned from that purchase may be adjusted or removed in accordance with our return and loyalty policy.
Can I transfer my cash back to another account?
No. Cash back is linked to the customer account that earned it and cannot be transferred to another account.
Do all purchases earn cash back?
No. Cash back is not earned on shipping fees or taxes paid by the customer. Eligible purchases can earn cash back according to your VIP tier and our loyalty rules.
What rewards can I redeem?
In addition to earning cash back, members may also see special redeemable rewards in the loyalty program, such as discounts, exclusive offers, limited-time perks, or other loyalty surprises.
Are redeemable rewards always the same?
No. Redeemable rewards are updated from time to time and may change based on the season, special events, promotions, or loyalty program updates.
Where can I see my available rewards?
You can view your currently available rewards in your loyalty account or rewards panel. Available rewards may vary depending on your account activity, VIP tier, and current promotions.
Do redeemable rewards expire?
Redeemable rewards may expire if your account has no activity for 1 year. To keep your rewards active, make sure to use your account within the year.
Are redeemable rewards limited?
Some rewards may be available for a limited time or in limited quantities, so availability may change without notice.
Can I combine redeemable rewards with cash back or discount codes?
Yes. Redeemable rewards can be combined with cash back and discount codes.
Why do the rewards change?
We update redeemable rewards from time to time to keep the loyalty experience fresh, seasonal, and exciting across the Sk1niverse.
Do you offer free shipping?
Yes, we offer free standard shipping to all Canada domestic orders over CAD$59.99 and USA orders over USD$79.99.
What are the shipping fees?
Please refer to the Shipping & Delivery Page for more information.
When will my order ship?
Your order will typically ship out within 1-2 business days after it is processed.
Once your order is shipped, you will receive a confirmation email with tracking information.
Where will my order ship from? How long will it take for it to arrive?
All our orders are shipped from Canada.
Orders can take 2-10 business days depend on your location.
Please be advised that delivery times are determined by the courier service, and any delays that may occur during shipping are beyond our control. We cannot be held responsible for the time it takes for the courier to deliver your order.
What shipping options are available?
We offer several shipping options, including Canada Post, Fleet Optics, ICS Courier, Intelcom, Purolator, UPS, USPS, and Whiz Delivery.
How can I track my order?
You will receive a tracking number via email once your order has shipped. You can use this number to track your shipment.
Do you ship internationally?
Yes, we offer international shipping to select countries. Shipping fees and delivery times may vary.
What duties and fees are involved when shipping to one of the international countries listed?
Duties and taxes may apply based on the destination’s customs regulations.
These fees are the responsibility of the recipient and are usually collected upon delivery or when the package is processed through customs.
We recommend checking your local customs regulations for specific details regarding duties and taxes.
What payment methods do you accept?
We accept various payment methods, including Visa, MasterCard, AMEX, Diners Club, Discover, Apply Pay, Google Pay, PayPal, Shop Pay and Klarna.
What currencies do you accept?
We accept Canadian dollars (CAD) and U.S. Dollar (USD) at this moment.
Do you charge domestic sales tax?
Yes, we charge domestic sales tax based on the shipping address for orders within the applicable states.
The tax rate may vary depending on your location.
During checkout, the sales tax will be calculated and displayed before you finalize your purchase.
Do gift cards expire?
Yes. Gift cards are valid for 5 years from the date of purchase.
Can gift cards be refunded or exchanged?
Gift cards are non-refundable and cannot be exchanged for cash.
What is your return policy?
We accept returns within 30 day of delivery. Items must be unused and in original packaging. Please refer to our Return Policy page.
Can I exchange a product?
Yes, we accept exchanges within 30 days of deliver [Please refer to our Return Policy page].
Exchanges can be processed for items of equal value. Please contact our customer services for assistance.
What happens to my free gift if I return or exchange part of my order?
If your return or exchange brings your final order total below the minimum spend required for the free gift, you’ll need to return the free gift in unused and original condition.
If the gift is not returned, the retail value of the gift will be deducted from your refund or charged before we process the exchange.
Please note: Customers are responsible for the return shipping cost, including for any free gifts that must be returned.
Can I get a refund or replacement if my parcel is stolen after being marked as delivered?
Unfortunately, once a parcel is marked as delivered by the carrier, we are no longer responsible for it. We cannot offer refunds or replacements for stolen packages once they are confirmed as delivered.
Will I receive a refund for my return?
Sorry, we do not offer direct refund. We will issue an online store credit for your return.
Can I cancel my order?
Once an order has been accepted, we are unable to make changes.
When will my pre-order be shipped?
Pre-orders will be shipped as soon as they become available.
If your order includes both preorder and regular items, we will ship everything together once all items are in stock.
If you would prefer to receive your regular items sooner, please contact us at hello@sk1ntro.com, and we can arrange separate shipping for an additional fee.
How can I add delivery instruction for my order?
If you have specific deliver requests, please email us your request immediately after placing your order or include them in the "Address" section during checkout.
Does the medicube Age-R Booster Pro EX include a warranty?
Yes! Your medicube Age-R Booster Pro EX comes with a 1-year warranty from the manufacturer, starting from the date of purchase. This warranty covers defects in materials or workmanship under normal use.
Proof of purchase is required for all warranty claims. Please note that the warranty does not cover damage from misuse, accidents, or unauthorized repairs.
Should you experience any issues, please contact our customer support at hello@sk1ntro.com. We will provide
instructions on how to proceed with a warranty claim through the manufacturer.
What if an item in my order is damaged or incorrect or missing?
Please contact us at hello@sk1ntro.com within 5 days of delivery with your order number and clear photos so we can review the issue quickly.
For damaged or incorrect items, please include photos of the product, the shipping label and the package.
For missing item claims, please include photos of the package as received, the shipping label, all packaging materials, and all items you received. Please do not discard any packaging until the case has been reviewed.
Once we receive the information, our team will review the case and help resolve it as soon as possible. Claims submitted without the required photo may be difficult to verify.
My order show as delivered, but I can’t locate it.
If the packages marked as delivered, but you have not received anything. We recommend:
1) Check with your property and with neighbors as if it might be left in unexpected spots.
2) Reach out to the delivery service for more details. They may have more information about the delivery location.
If the package is still missing, please feel free to contact our customer service team at hello@sk1ntro.com.
What is Sk1ntro Loyalty Program and how do I join?
The Sk1ntro Loyalty Program is our member rewards program where you can earn cash back, collect points through selected activities, redeem available rewards, and unlock VIP tier benefits.
You can join by creating an account with your email on our website. There is no minimum purchase requirement or annual membership fee.
How do I earn points?
Points may be earned through selected reward activities, such as signing up, following us on social media, referring friends, leaving eligible product reviews, or other available point-based rewards.
Available point rewards may change from time to time.
How do I check my points balance?
Once you are logged in, your points balance will be displayed in your loyalty account or rewards panel.
Do my points expire?
Points may expire if your account has no activity for 1 year. To keep your points active, make sure to use your account within the year.
Cash back does not have an expiry date.
How do I know what VIP tier I am?
You can check your current VIP tier by logging into your account and viewing your loyalty account or rewards panel.
How do I reach the Nova or Supernova tier?
Your VIP tier is based on your eligible spending within the tier period.
- Orbit: $0–$199.99/year
- Nova: $200–$499.99/year
- Supernova: $500+/year
Tier benefits are subject to eligibility and may not apply to certain promotional items, shipping fees, taxes, or excluded offers.
Do I receive a reward when I move up to a new VIP tier?
Yes. When you reach a higher VIP tier, you’ll receive a one-time tier unlock coupon as a thank-you reward.
- Reach Nova:
Receive a $10 coupon
Use on orders of $60+ - Reach Supernova:
Receive a $15 coupon
Use on orders of $89+
Tier unlock coupons are issued once when you qualify for the tier and expire 60 days after they are issued.
Do you offer a free birthday gift?
Yes. Members may receive a birthday reward based on their loyalty program eligibility and VIP tier.
Birthday rewards may vary depending on your tier and current loyalty program settings.
For detailed information, please click here.
I left a review, but didn’t earn points.
Only verified reviews are eligible to earn points. This means you must leave your review through the verified review link sent to you after your purchase.
What is cash back?
Cash back is a reward balance you can use toward future purchases on our website. Cash back is issued as Store Credit and can only be used on our website. It is not withdrawable cash.
How do I earn cash back?
You can earn cash back on eligible orders based on your VIP tier. The higher your tier, the more cash back you earn.
How much cash back do I earn at each VIP tier?
- Orbit: Earn 2% cash back on eligible orders
- Nova: Earn 3% cash back on eligible orders
- Supernova: Earn 5% cash back on eligible orders
When will my cash back be added to my account?
Cash back is added to your account after our warehouse has fulfilled your order. You’ll receive an email notification once your Store Credit has been issued.
How do I use my cash back?
Your available cash back can be applied to eligible future purchases at checkout. There is no need to redeem a separate reward code.
Can I use cash back with discount codes?
Yes. Cash back can be used together with other promotions and discount codes.
Does cash back expire?
No. Cash back does not have an expiry date.
What happens to my cash back if I return an order?
If an order is refunded or returned, any cash back earned from that purchase may be adjusted or removed in accordance with our return and loyalty policy.
Can I transfer my cash back to another account?
No. Cash back is linked to the customer account that earned it and cannot be transferred to another account.
Do all purchases earn cash back?
No. Cash back is not earned on shipping fees or taxes paid by the customer. Eligible purchases can earn cash back according to your VIP tier and our loyalty rules.
What rewards can I redeem?
In addition to earning cash back, members may also see special redeemable rewards in the loyalty program, such as discounts, exclusive offers, limited-time perks, or other loyalty surprises.
Are redeemable rewards always the same?
No. Redeemable rewards are updated from time to time and may change based on the season, special events, promotions, or loyalty program updates.
Where can I see my available rewards?
You can view your currently available rewards in your loyalty account or rewards panel. Available rewards may vary depending on your account activity, VIP tier, and current promotions.
Do redeemable rewards expire?
Redeemable rewards may expire if your account has no activity for 1 year. To keep your rewards active, make sure to use your account within the year.
Are redeemable rewards limited?
Some rewards may be available for a limited time or in limited quantities, so availability may change without notice.
Can I combine redeemable rewards with cash back or discount codes?
Yes. Redeemable rewards can be combined with cash back and discount codes.
Why do the rewards change?
We update redeemable rewards from time to time to keep the loyalty experience fresh, seasonal, and exciting across the Sk1niverse.
Do you offer free shipping?
Yes, we offer free standard shipping to all Canada domestic orders over CAD$59.99 and USA orders over USD$79.99.
What are the shipping fees?
Please refer to the Shipping & Delivery Page for more information.
When will my order ship?
Your order will typically ship out within 1-2 business days after it is processed.
Once your order is shipped, you will receive a confirmation email with tracking information.
Where will my order ship from? How long will it take for it to arrive?
All our orders are shipped from Canada.
Orders can take 2-10 business days depend on your location.
Please be advised that delivery times are determined by the courier service, and any delays that may occur during shipping are beyond our control. We cannot be held responsible for the time it takes for the courier to deliver your order.
What shipping options are available?
We offer several shipping options, including Canada Post, Fleet Optics, ICS Courier, Intelcom, Purolator, UPS, USPS, and Whiz Delivery.
How can I track my order?
You will receive a tracking number via email once your order has shipped. You can use this number to track your shipment.
Do you ship internationally?
Yes, we offer international shipping to select countries. Shipping fees and delivery times may vary.
What duties and fees are involved when shipping to one of the international countries listed?
Duties and taxes may apply based on the destination’s customs regulations.
These fees are the responsibility of the recipient and are usually collected upon delivery or when the package is processed through customs.
We recommend checking your local customs regulations for specific details regarding duties and taxes.
What payment methods do you accept?
We accept various payment methods, including Visa, MasterCard, AMEX, Diners Club, Discover, Apply Pay, Google Pay, PayPal, Shop Pay and Klarna.
What currencies do you accept?
We accept Canadian dollars (CAD) and U.S. Dollar (USD) at this moment.
Do you charge domestic sales tax?
Yes, we charge domestic sales tax based on the shipping address for orders within the applicable states.
The tax rate may vary depending on your location.
During checkout, the sales tax will be calculated and displayed before you finalize your purchase.
Do gift cards expire?
Yes. Gift cards are valid for 5 years from the date of purchase.
Can gift cards be refunded or exchanged?
Gift cards are non-refundable and cannot be exchanged for cash.
What is your return policy?
We accept returns within 30 day of delivery. Items must be unused and in original packaging. Please refer to our Return Policy page.
Can I exchange a product?
Yes, we accept exchanges within 30 days of deliver [Please refer to our Return Policy page].
Exchanges can be processed for items of equal value. Please contact our customer services for assistance.
What happens to my free gift if I return or exchange part of my order?
If your return or exchange brings your final order total below the minimum spend required for the free gift, you’ll need to return the free gift in unused and original condition.
If the gift is not returned, the retail value of the gift will be deducted from your refund or charged before we process the exchange.
Please note: Customers are responsible for the return shipping cost, including for any free gifts that must be returned.
Can I get a refund or replacement if my parcel is stolen after being marked as delivered?
Unfortunately, once a parcel is marked as delivered by the carrier, we are no longer responsible for it. We cannot offer refunds or replacements for stolen packages once they are confirmed as delivered.
Will I receive a refund for my return?
Sorry, we do not offer direct refund. We will issue an online store credit for your return.
Didn't find your answer?
Don't hesitate to contact us
Live Chat
Our team is available in Live Chat Monday through Friday (except Statuary Holidays) from 9:30AM – 7PM EST.
Please kindly click the chat bubble at the bottom-right corner of your screen to talk with us.
Should you need assistance outside of these hours, we are happy to assist via email at hello@sk1ntro.com
