Refunds

All sales are final. We cannot accept any returns or refunds.

Exchanges

Customer is responsible for all shipping costs for exchanges if wrong item was ordered. If error was on our part, we will pay shipping costs. To be eligible for any exchange, whether error was due to our part or the buyer's part, item must be UNOPENED and shipped back to us within 7 days of customer receiving wrong item. Confirmation of package delivery date is verified through USPS tracking. Opened items and those past 7 days will not be eligible for an exchange.

Domestic Shipments Delayed, Lost, Damaged, Stolen, or Return to Sender

All shipping times are estimated, therefore there is no guarantee that a shipment will arrive within a specific timeframe.

On rare occasion, there have been some shipments delayed by several weeks. We cannot offer refunds or reshipments for delayed packages because the customer will still receive the package, just later than anticipated.

If your package is lost or damaged, please contact us so we can open an investigation and file a claim with USPS. The USPS policy for lost packages states that we must wait a 15 day period before filing the investigation because most times a package is delayed within the postal system, but not lost. If a package arrives damaged, we can file immediately. If the claim is granted, we will issue you a refund or reshipment.

Packages that are stolen (marked as delivered through tracking but have not been received by the customer) may or may not be eligible for a claim. This will be at the sole discretion of USPS. If your package is stolen, please contact us immediately so that we can open an investigation and file a claim with USPS. Please note that we have no control over the claim being granted and we cannot take any responsibility for stolen packages as once a package leaves our facility, it is out of our control. If the claim is granted, we will issue you a refund or reshipment.

USPS limits the claim period to 60 days from the time of shipping. If you contact us after this period expires, we cannot issue any refunds or reshipments for lost or damaged packages because a claim can no longer be filed. However we will always issue a refund for packages returned to our office (minus the shipping costs), even if this 60 day period expires. Domestic returns can take several weeks to be sent back to sender.

All shipping fees are non-refundable. Packages that are marked "return to sender" or that are un-deliverable for any reason will be re-shipped at the customer's expense. Carm Acne Skincare cannot take any responsibility for these situations because once a package leaves our facility, it is out of our control how USPS handles it's shipment & delivery. Additionally, free shipping for eligible packages is applied to the original shipment only. If a package is returned to us or is un-deliverable for any reason, customer will be responsible for the cost to have it re-shipped.

International Shipments Customs Fees, Shipping Time Frames, Lost, Damaged, Stolen or Delayed Packages

Please read the following very carefully as all international orders will be binded to this policy & procedure. Please note that the majority of international orders are delivered without any issue, however a small percentage of orders can have issues while in transit. All shipping fees are non-refundable, including when packages are sent back to our office in the instances of unpaid customs fees, unclaimed packages, undeliverable address, delivery attempt failures, etc.

Customs Fees, Taxes, & Duties

International packages can be subject to customs inspections. All applicable customs fees, taxes and duties are the sole responsibility of the customer. Carm Acne Skincare will not reimburse you for these fees. Customs authorities require that we state the value of your order directly on your package – the value is the price the products are worth, not the final price paid. Carm Acne Skincare cannot mark any package(s) as a “Gift” in order to avoid customs and duties fees. It is a federal violation to falsely mark commercial packages as gifts or to claim a lower value of goods therefor we cannot accommodate these types of requests. For more information on customs and duties charges please contact your local customs office.

Shipping Time Frames

Although the majority of packages arrive within the expected time-frame, occasionally a package can be delayed. All shipping time-frames, including Priority, are estimates. We make no guarantees that a package will arrive within a specific time-frame. See the Delayed Packages section below for details on how delays are handled.

Course Of Action for Delayed, Lost, or Damaged Packages:

USPS/Global Post limits the investigation/claim period to 90 days from the time of shipping. If you contact us after this period expires, we cannot issue any remedies because a claim can no longer be filed. However, we will always issue a refund for packages returned to our office (minus the shipping costs), even if this 90 day period expires. International returns can take as long as 3+ months to be returned back to sender.

We must follow USPS/Global Post policy as outlined below:

-We must wait 30 days AFTER the shipment date before we can open an official investigation. Prior to this time-frame, we can only rely on the information associated with the tracking number.

-Once the investigation is filed, it can take up to 32 business days for USPS/Global Post to coordinate with your country’s postal service and receive a response.

-If the package is confirmed lost or damaged, the claims process will begin. Refunds are based on the service level chosen: Full value refund for Priority shipping or $100 max value refund for First Class.

-If the package is simply delayed, unfortunately no refund can be issued. Transit times are always estimated, not guaranteed.

None of our shipping options, including Priority, offer protection for the following:

-Incorrect/invalid/incomplete addresses. Please double-check that your shipping info is entered correctly at checkout.

-Missed pick-up windows or abandoned packages. If you rely on a notice from your local post office to alert you that your package is ready for pick-up, please note that we are not responsible if the notice does not reach you before the deadline. We recommend closely tracking your shipment and checking with your local post office for pickup status.

-Stolen packages. If your package is marked as delivered but goes missing, we are not responsible for stolen items. It is the customer’s responsibility to ensure that the shipping location is secure and can safely receive packages.

-Customs or airline refusals, whether due to import policies or made at their discretion. It’s the customer’s responsibility to ensure the items ordered are allowed into their country. On occasion, customs officials or the airline may refuse a package at their discretion, even if the items are allowed to be entered into their country. Unfortunately, we have no control over these decisions.

By agreeing to have your package shipped, you are agreeing to this policy and understand that we cannot issue a refund/reshipment/or remedy until the investigation has confirmed that your package is in fact lost, and not just delayed. Further, investigations and claims/refunds/reshipments cannot be made for packages which are delayed, marked as delivered, stolen, or sent back to us for any reason including but not limited to: unpaid customs fees, airline or customs refusal, undeliverable address, delivery attempt failures, missed pick-up deadlines, etc.