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 modify or 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 use at hello@sk1ntro.com within 5 days of delivery.
Please provide us with your order number and photos of the damaged/incorrect products that was shipped in and our team will help you to resolve the issue more quickly.
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?
Sk1ntro Loyalty Program is where points can be earned to use to create a discount or earn free gifts in the order. Exclusive offers and discounts will be received for being our loyal member.
You can join simply by signing up with your email through our website. There is no minimum purchase order or annual fees required to become a member.
How do I earn points?
There are various ways to earn points. You can earn points by making purchases, following us on social media, sharing posts, referring friends and leaving us a product review.
For detailed information, please click here.
How do I check my point balance?
Once you logged in, your points balance will be displayed in your account dashboard.
How do I reach the Grand or Royal level?
To reach our Grand level, you need to spend over $250.
To reach our Royal level, you need to spend over $700.
Your tier status will be downgraded if you haven't made a purchase for a period of time (1 year after last purchase).
A downgrade notification will be sent to you a month before your status will be demoted.
To avoid tier status downgrade, we recommend making a purchase at least once a year.
How do I know what tier I am?
You could check your tier under your Account page once you logged in.
Do my rewards points expire?
Yes, points will expire one year from when earned due to account inactivity.
To avoid expiration, we recommend making a purchase at least once a year.
How do I use my points to redeem rewards?
You could redeem rewards using points once signed in through the Sk1ntro Loyalty Program page or under your Account page.
How do I redeem products using my points?
To qualify for redemption, your cart must include a merchandise purchase.
Rewards are at limited quantities and will be given out based on first-come first-serve basis.
Product redemption reward does not include free shipping.
Shipping fee will be applied unless the order amount fulfills our free shipping condition.
Do you offer a free birthday gift?
We do offer birthday discount coupon to our member.
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 that you must leave your review using the verified link that we send you.
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$49.99.
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, Intelcom, UPS, USPS, and Purolator.
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.
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 modify or 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 use at hello@sk1ntro.com within 5 days of delivery.
Please provide us with your order number and photos of the damaged/incorrect products that was shipped in and our team will help you to resolve the issue more quickly.
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?
Sk1ntro Loyalty Program is where points can be earned to use to create a discount or earn free gifts in the order. Exclusive offers and discounts will be received for being our loyal member.
You can join simply by signing up with your email through our website. There is no minimum purchase order or annual fees required to become a member.
How do I earn points?
There are various ways to earn points. You can earn points by making purchases, following us on social media, sharing posts, referring friends and leaving us a product review.
For detailed information, please click here.
How do I check my point balance?
Once you logged in, your points balance will be displayed in your account dashboard.
How do I reach the Grand or Royal level?
To reach our Grand level, you need to spend over $250.
To reach our Royal level, you need to spend over $700.
Your tier status will be downgraded if you haven't made a purchase for a period of time (1 year after last purchase).
A downgrade notification will be sent to you a month before your status will be demoted.
To avoid tier status downgrade, we recommend making a purchase at least once a year.
How do I know what tier I am?
You could check your tier under your Account page once you logged in.
Do my rewards points expire?
Yes, points will expire one year from when earned due to account inactivity.
To avoid expiration, we recommend making a purchase at least once a year.
How do I use my points to redeem rewards?
You could redeem rewards using points once signed in through the Sk1ntro Loyalty Program page or under your Account page.
How do I redeem products using my points?
To qualify for redemption, your cart must include a merchandise purchase.
Rewards are at limited quantities and will be given out based on first-come first-serve basis.
Product redemption reward does not include free shipping.
Shipping fee will be applied unless the order amount fulfills our free shipping condition.
Do you offer a free birthday gift?
We do offer birthday discount coupon to our member.
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 that you must leave your review using the verified link that we send you.
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$49.99.
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, Intelcom, UPS, USPS, and Purolator.
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.
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
