Skindred Soul

When creating an account, we send you an email with account activation instructions to the email address you registered with. Please follow the instructions in the email to verify and activate your account. We do this to protect your privacy and to verify your identity. We realize that it is an extra step in the registration process, but it is just one more way in which we secure your privacy.

1. Please refer to the e-mail that was sent to you when you first registered. This should contain your password.

2. If you have deleted this e-mail, please send us an e-mail with your username by clicking here.

No, absolutely not. We are committed to your privacy and we consider information about you to be confidential and so we do not share your personal information or credit card information with any other party, nor do we sell this information to other companies or individuals for any reason. (See our privacy and security policy for more information). If you elected to be on our mailing list when you registered for your account and you wish to be removed from the list at any time, simply e-mail us and we will gladly remove your name immediately.

We take online security very seriously. The security of your account is partly dictated by the complexity of your password. You may either create a secure password yourself, subject to the password guidelines below, or you can use our online random password generator to help you. We recommend keeping your user name and password in a safe place and not sharing it with anyone. Password guidelines: Passwords must be a minimum of 6 characters long Passwords must contain at least 1 number Your account registration process cannot proceed until your password meets these criteria. For ease of use, we recommend using our online random password generator to create your account password.

Please make sure your Caps Lock is not on. Also make sure that there are no extra spaces at the beginning or end of your user name and password. If you still keep getting the error message, please e-mail us.

The fastest way to reach us is by email below, but we may also be contacted by regular US mail:

1. EMAIL: Please use our contact form to send us an email and we will respond promptly.

2. MAIL: You can to write us at: Skindred Soul, 509 South Chickasaw Trail, No. 349, Orlando, FL 32825

The product directions state that the exfoliant is mixed with water to form a paste. For an added benefit, in place of water, the exfoliant can be mixed with our Tone & Care Toner instead. At the same time, this will provide the added benefits of the toner. If using the exfoliant as a mask that stays on the skin for up to 10 minutes, the properties of the toner will also be imparted to the skin for that length of time.

If you find this tip helpful, we encourage you to post feedback by rating the products directly through the Skindred Soul site on the exfoliant product page and posting your comments.

Some of our customers have indicated that they like the functionality of the spray mist 1.0 oz toner provided in the travel packs and in the sample kit you request.

These customers have indicated that they like to refill the small spray mister bottle from the large 5.1 oz toner bottle. In order to prevent product contamination, we don't endorse opening the product containers, however once you purchase these products they are yours and you can do what you wish with them. However if you are careful about how you open the containers, here is what our customers have told us that they do.

Carefully unscrew the pump head of the large airless container by grasping the silver band and untwisting counter-clockwise. Place the pump head on a clean surface (clean paper towel etc.). Unscrew the spray mister pump head by grasping the ridged area of the pump head and unscrewing counter-clockwise. Again, place the spray mister pump head on a clean surface.

Refill the small 1.0 oz spray mister bottle from the larger toner bottle and replace both caps.

VERY IMPORTANT - after replacing the large container pump head, you will have to pump all the remaining air out by depressing the pump a fair amount of times. We are told that this works effectively but may take a short time to get all of the air out of the container. If this is not done, the anti-oxidants can break down due to exposure to air, but this will take a little while to occur.

Please take care not to contaminate your product. We purposely do not offer a spray mister on the large container as the delicate anti- oxidants in the toner are well preserved for longer periods of time by using airless pump containers. Of course, these are your products when you purchase them and you can do what you like with them so we hope that the feedback from other customers is helpful to you.

If you find this tip helpful, we encourage you to post feedback by rating the products directly through the Skindred Soul site on the toner product page and posting your comments.

Some of our customers have indicated that the large 1.7 oz Energize and Care Serum container can sometimes not pump effectively. We are aware of this issue and it does not occur frequently. However, we are currently in the process of manufacturing the Serum with an airless container that does not suffer from this occasional problem.

In the mean time, if you do experience this problem with your large serum container, simply turn the container upside down and shake the product toward the pump head (cap end). This will remove any air gap between the product and the pump head and the container will function as intended.

We apologize if this issue occurs with your purchase and we are working diligently to rectify the problem.Until the new container is available, if you are completely unsatisfied with this product due to this issue, we do accept returns. Please follow the instructions in the returns FAQ section of the website and we will be happy to make your purchase experience a positive one.

Unfortunately, Federal Express does not deliver to PO boxes. If you are placing an order from outside the USA, then shipping via US Post will be a shipping option available and orders can be delivered to PO boxes by this shipping method.

Please see our FAQ "Ordering Internationally: Type of Shipping?" for information about types of shipping offered for international orders.

All customs and import duties are applied when your shipment reaches the destination country. Unfortunately, we have no control over these charges and we cannot estimate them due to rate fluctuations according to location. All customs and import fees are solely your responsibility. By instructing Skindred Soul to ship an order you are providing your consent and you are assuming full responsibility for the taxes, duties, or customs/brokerage fees required in your country. If you refuse your package upon delivery and notification of these fees, Skindred Soul will not issue a refund for your purchase or the original shipping cost. Please contact your local customs office for details on how charges will be applied in your area.

Can you mark my order as a gift or declare a lesser value for it so that I don't have to pay as much duty or tax?

No, we cannot do this. Please note that even if the package is marked as a gift, duties and/or taxes may still be collected at the discretion of your government.

Yes, we do ship internationally; however, due to border and/or customs restrictions we currently only ship to certain countries. These country selections will be available in the ship to option of the checkout page. According to U.S. Government trade policy, Skindred Soul cannot export our products to destinations subject to U.S. embargoes or trade sanctions.

As of January 2008, the following countries are subject to U.S. embargo or restrictive trade sanctions: Cuba, Iran, Iraq*, North Korea (Democratic People's Republic of Korea), Sudan, and Syria. *The comprehensive embargo on Iraq has been lifted, but Skindred Soul still does not ship to Iraq.

Yes, we do ship internationally; however, due to border and/or customs restrictions we cannot currently ship to US embargoed countries. Please see the FAQ on shipping outside the USA. We apologize to you for any inconvenience this may cause. To provide our international customers with the best possible service, the recommended choice for shipping international is Federal Express. This allows us to track and insure your products. Please note that the alternate international shipping option is to send via US Post, however, this shipping method is not trackable. All shipping prices are based on weight and quantity of products order (dictates box size). The appropriate international shipping rate will show up during the checkout process. Please see our FAQ "Ordering: Our shipping rates" for information about where these rates come from.

Please contact your local customs office for details on how charges will be applied in your area.

It is not necessary, but the delivery driver and the delivery service you choose for your order will determine if your order can be left outside your home.

Please note that you can choose to have your order shipped to an alternate address if you are concerned about missing the delivery.

Your order is processed as quickly as possible, so we are unable to modify or cancel it once it is received in our system.

If you have additional questions, please contact us with your order number by sending us an e-mail us or by calling 1-(866) 580-7205 Monday through Friday, 9:00 a.m. to 5:00 p.m. (Eastern US Time). If dialing internationally, you can reach us at 001 407 567-7778.

We offer free shipping by Federal Express Ground for all orders over $65 when shipped within the continental United States.

Federal Express Ground may only be shipped Monday through Friday, so if your order is placed on Friday, it will not get sent out until Monday. If you wish instead to have your shipment sent on Saturday, please select an alternate shipping method such as Federal Express Priority.

You will receive an order confirmation email within 24 hours.

If you do not feel comfortable entering your credit card number online, please write down the names and quantities of the products you would like to order and call our toll free line at 1-(866) 580-7205 Monday through Friday, 9:00 a.m. to 5:00 p.m. (Eastern US Time). If dialing internationally, you can reach us at 001 407 567-7778. 001 is the country code for dialing the United States when dialing internationally. If you reach our voice mail, please leave us a message and phone number and we will respond as soon as possible.

Orders are sometimes duplicated if the "Order Now" link is hit more that once.

Please contact us by email using this contact form or by phone at 1-(866) 580-7205 Monday through Friday, 9:00 a.m. to 5:00 p.m. (Eastern US Time) with the confirmation numbers you received and we will make sure only one order is processed.

We accept payment by check (U.S. funds or from a U.S. account only) or money order (U.S. funds only). Please note that we do not accept third-party checks.

Simply write down the names and item numbers of the products you would like to order, fill out the Printable Order Form* (also available in our Download area) and mail it, along with your payment to: Skindred Soul, 509 South Chickasaw Trail, No. 349, Orlando, FL 32825

*Note: You must have Adobe Acrobat Reader to view and print the form. If you do not have Acrobat Reader, you can download it for free here. Orders paid for by check or money order will be processed after your payment clears our bank, typically 3 to 5 days after we recieve and deposit your check.

Our website utilizes the shipping programming codes of both US Postal Service and Federal Express to calculate the shipping costs. These costs come directly from US Post and Federal Express and are calculated real time based upon their latest rates and your shipping destination information. The quantity and weight of the products in your order determine the total shipping costs. We DO NOT add anything to the standard US Post and Federal Express rates and we provide you the choice of shipping options.

When ordering more than one product, the shipping box type and quantity is determined by a set formula to provide the lowest shipping cost to you.

Unfortunately, our office is not set up as a retail establishment. However, orders shipped within the State of Florida usually arrive within 2-3 business days.

Delivery location (mailbox, front porch, outside garage, etc.) is determined solely by the delivery driver. We are sorry we cannot accommodate these types of requests.

Lost your email receipt?

Log into our site and click on your account order history link located in your account dashboard to track your order.

As soon as you receive our tracking email, you may log onto our site and click on the Soul Tracker link in the menu and use Soul Tracker to track your order.

Please note that orders placed over the phone, via mail or fax, or via any method other than Federal Express cannot be tracked.

If you cannot track your package more than 3 business days after placing your order, please contact us by phone at 1-(866) 580-7205 Monday through Friday, 9:00 a.m. to 5:00 p.m. (Eastern US Time) or e-mail us for assistance.

We accept the following credit cards: American Express, Visa, Master Card, and Discover

Please note that debit cards with the visa or master card logo can also be accepted by the online store.

All shipments will show an estimated delivery date when you select the carrier and method of shipment.

These are estimates directly from US Post and Federal Express and so we encourage you to track your package using the order history link located in your account dashboard to track your orderorder.

I am a Wholesaler or Distributor. Why don't the product prices reflect my contract prices when I add them to the cart?

If you have opened a customer account and requested to become either a wholesaler or distributor, your account requires verification to qualify for the appropriate rates. Wholesale and Distributor accounts require that you submit your Federal Employer Identification Number (EIN). We use the EIN to verify that you are a qualified Wholesaler or Distributor and we will not be able activate your account until this information is verified and we have contacted you by phone or in person.

If you wish to speed up the verification process, please contact us by phone at the number in the Contact FAQ to arrange a meeting regarding carrying our products. Until this verification is completed, products will be added to the cart at the retail price only. After your status is verified as either a wholesaler or distributor, the product with the appropriate discount will be show up in the eStore and also when the product is added to the cart. Wholesale and Distributor accounts will also have access to appropriate product pricing, subject to negotiated terms, and additional business information not normally available to retail customers.

Tracking is only available on orders that were placed online and shipped via Federal Express.

Occasionally shipments may be sent via the U.S. Postal Service (all samples are sent by US Post) and at this time, tracking information is not available for these types of shipments. We apologize for any inconvenience.

Our products are currently only available by mail order, by phone or fax, or on our web site. We are working closely with leading department stores to carry our products and will provide more information about their availability in stores in the future.

We are currently developing our full product line and kindly ask for your patience with product availability.

If you would like to be notified when a new product is available, please send us an email using the contact form and indicate which product you are interested in. We will notify you by email when it is available for order.

Please note that an account is not required for this service, just a valid email address.

If you are not completely satisfied with your product from Skindred Soul, simply return the unused portion of your merchandise within the return period as specified below. Please be sure to indicate the reason for the return so we can strive to improve our service and product quality.

Please send the package securely wrapped and shipping pre-paid (we do not accept C.O.D. mail or shipping charges) to: Skindred Soul, 509 South Chickasaw Trail, No. 349, Orlando, FL 32825

(Please note that you are responsible for the safe return of merchandise and all shipping costs). All returned products must be received within 21 days of the order’s original shipping date located in the purchase receipt. We cannot process or refund packages marked "Return to Sender." Please clearly mark all packages with the words “Skindred Soul Returns” to the address above. The cost of the merchandise (including tax, if any, but not including shipping) returned will be promptly refunded, credited to your credit card, or exchanged for the purchase price and tax (if any) depending on how the product was originally purchased. Note to International Customers: Because duties and taxes are collected by the government in the country where the goods are received (and not by Skindred Soul), we do not reimburse for these expenses.

All order information is processed through secure servers. This security feature scrambles all information before it is sent over the Internet and also makes sure that you are sending it to the correct place. When you enter your credit card information on the order form, the encrypted information is automatically transmitted to a credit card gateway for online credit card approval. Once your credit card is validated, we receive an authorization and process the order.

This process is very similar to when you pay with a credit card in a restaurant or a store. Both of these transactions use standard phone lines, encryption technology, and credit card authorization processes. We are very serious about the security of your information. This is why not only our checkout page is highly secure, but our entire site is highly secure. Many banking websites also secure their entire site. As a result, not only your credit card information, but also your web surfing experience is encrypted throughout your entire visit to our site.