All sales are final. We cannot accept any returns.
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 Lost, Damaged, Stolen, or Return to Sender
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 up to $50. This is the maximum insurance amount USPS grants for Priority shipping.
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 up to $50. This is the maximum insurance amount USPS grants for Priority shipping. 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 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. The majority of transit issues happen once a package reaches its destination country. 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
Shipping time frames are estimates. We strive to ship out your order within a timely manner (typically 1-2 business days), however once a package leaves our facility it is no longer within our control therefore we cannot guarantee that a package will arrive within an estimated time frame. The majority of packages arrive within the expected time frame, however occasionally a package can be delayed. See the Delayed Packages section below for details on how delays are handled.
Lost, Damaged, or Stolen Packages
Priority Mail Orders:
Package must be lost or damaged to be eligible for a USPS claim. Claims cannot be made for packages which are delayed, marked as delivered, or sent back to us for any reason including but not limited to: unpaid customs fees, undeliverable address, delivery attempt failures, etc. 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. Please note that we have no control over the claim being granted. If your package is lost, damaged, or stolen, please contact us IMMEDIATELY so we can file a claim with USPS. 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 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 60 day period expires. International returns can take as long as 3+ months to be returned back to sender. Once we file a claim, an international investigation is opened between USPS and your country’s postal service. This investigation period can take up to 32 business days to be completed for most countries (some may take longer). Once the investigation is completed, either your package has been located and will continue its route to be delivered to you or if it has not been located, the insurance claim process to issue reimbursement will begin. Insurance claims can take an additional 30 business days to process and clear. Refund will be issued to customer once USPS approves the insurance claim or upon proof of package being returned to our office. We cannot issue refund during the active investigation period or during the claim processing period. We must wait to see what the final determination is (please remember there is a 32 business day investigation time frame plus a 30 working day claim processing time).
Please be aware that although rare, in some instances, delays have been seen up to 8-10 weeks for delivery. While this isn’t common for the majority our shipments, it has happened and can happen to your package.
If there is a delay, we must follow the policy of USPS regarding the remedy. This policy is as outlined:
-We will file an investigation for your package with USPS.
-Once filed, it can take up to 32 business days (in some instances longer) to receive a response back. USPS will work with your country’s postal service to locate your package so this can take some time to coordinate.
-If the package is in fact lost, we will open a claim with USPS to start the refund process.
-If the package is delayed, USPS will not grant a refund because the package is still on its way to being delivered. Please note that USPS will not be able to guarantee a specific delivery time frame.
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.
First Class Orders:
Packages & orders shipped with the First Class option have no protection against being lost or delayed. USPS does not investigate First Class shipments because they do not come with insurance. We will not be able to issue any remedies including reshipments or refunds if something happens to your package. All risk and responsibility is on the customer for choosing this shipping option. If you want your package protected and to be able to be eligible for a remedy should something go wrong with your shipment, please choose the Priority Mail option.
Freight Forwarders or 3rd Party Shippers
Please note that we are not responsibile for missing or damaged packages during transit through freight forwarders or 3rd party shippers. Our responsibility is getting your package to the destination/delivery address on the order. If you are using a freight forwarder or 3rd party shipper and an issue occurs, please contact them directly for a resolution. Unfortunately, we will not be able to offer any refunds or reshipments as our responsbility is only to deliver your package to the destination/delivery address on the order. Once the package is in the hands of a freight forwarder or 3rd party shipper then the responsibility is on them to ensure you receive the package.
Our products are only sold on our website
Please do not purchase Carm Acne Skincare products from any other retailer, website, or 3rd party. We cannot take any responsibility for purchases that happen outside of our website as we have no control over the quality or authenticity of those products. Should you require a remedy for your purchase, you will have to contact the party you purchased from as we will not be able to assist you in the matter.