SKIN CARE PRODUCTS BY eSkinCareStore
1.866.336.7546 (SKIN)
FAQ | HELP
You are on Canada Site: Canada Dollar Prices
You are going to US Site: US Dollar Prices
You are Shopping on
CA site
Brands   |   Skin Care   |   Hair   |   Makeup   |   Nail Care   |   Beauty-Diet   |   Fragrance   |   Men   |   Lifestyle   |   Specials
Search
my shopping bag:  0 Item(s) | subtotal:  $0.00 | Checkout |
Current Deal
Current Deal

Frequently Asked Questions

Most of your question regarding our website services are answered here. If you can not find the answer to you question please feel free to send us an email or call toll free 1 866 336 7546 to speak to one of our customer support staff.

- How can I access my account?

-I can not Log into my account, why?

-What is the currency of the listed prices?

-Do you charge Taxes?

-Do you ship outside North America?

-Do you have any retail store that I can shop from?

-What is eSkinCareStore "Reward Points" and How do I know about my available "Reward Points"?

- How can I select my Free gift
?

-Can I purchase directly from your store?

- Is your website secure?

- Do you have a privacy policy and is my personal information safe?

- How can I order from eSkinStore - eSkinCareStore?

- How can I find a products?

- How do I know a product is good for me?

- What are my payment options?

- What is a billing address?

- What is a shipping address?

- What are my shipping options?

- How long before I receive my order ?

- What if my package is lost or not delivered on time?

- What if a product is on back order?

- Can I change my order after I have placed it?

- How do I know my order has shipped?

- What if I am not home at the time of delivery?

- How can I track my order?

- Do I have to pay custom and duty charges?

- I have placed an order but I did not receive a confirmation email?

- Can I request a catalog to be mailed to me?

- I am not sure if my order went through?

- How can I obtain a discount coupon?

- How do I know if I am qualified for a Free Gift?

- How do I get free samples?

- Are you a wholesaler?

- I am having having problems with the shopping bag or the site?

- How can I use my coupons?

How can I Access My Account?

If you have already opened an account, or previously ordered from us you have an account at our website.

If you know your password you may login here:
Login here if you have an account and know your password

If you don't know your password, you may request it here:
Click here if You Forgot Password


I can not Log into my account, why?

Please note that you may be trying to login to the wrong store.
If you have registered at our US Store, you will not be able to login to Canada Store and vice versa.

To login to US Store Click here
To login to Canada Store Click here.

If you are still unable to login, you may need to open a new account. Please register a new account at the following links:

To Register with US Store Click here
To Register with Canada Store Click here

If you have an account and you have forgotten your password you may request it to be emailed to you

To Request your password on US Store Click here
To Request your password on Canada Store Click here

Our customer support is ready to assist you for any account related issue. Please call our Toll Free number 1 866 336 7546.

What is the currency of the listed prices?

The prices are in US Dollar at our US Store and in Canadian Dollar at our Canada Store.

You may place an order on any store of your choice.
Please note if you own a US Dollar credit card and you place an order on Canada store you will be charged in Canadian Dollar and the charge will be exchanged by your credit card company to the currency of your card and vice versa.
Please also note that the exchange rate also applies to any refund that you may receive from us in the future.
The exchange rate is a variable quantity and we are unable to predict how much charge would show on a credit card if it is not the same currency of the price.

Do you charge Taxes?

We do not charge Tax except on the following locations:

Taxes:
 
        All orders from British Columbia are subject to 12% HST.
      
 All orders from Ontario are subject to 13% HST.
        All orders from other provinces in Canada are subject to 5% GST.

eSkinStore - eSkinCareStore is a registered company in both United States (Washington State) and Canada (British Columbia).

Do you ship outside North America and what are the exchange rates?

eSkinStore - eSkinCareStore sends thousands of orders outside North America every year.
Our International shipping service is very fast and reliable.
All international orders will be labelled as "GIFT" and shipping invoice is not included with the value of the products to prevent customs duty charges.
For Shipping rate visit:

Shipping Policy

We do not ship to some countries due to either custom restrictions or shipping service not available.

Currency exchange rates are variable and also depending on your credit card company rates. For an average exchange rate visit:

Exchange Rate Conversion

-Do you have any retail store that I can shop from?

Yes,
You may also visit our SPAs and retail store located at:

Eternal Skin Care – North Vancouver
120-100 East 1st Street
North Vancouver, BC V7L 1B1
Phone: 604-982-3240
Monday - Friday: 9:00 to 5:00
Saturday: 11:00 to 2:00
Closed Sundays
 
Eternal Skin Care – Vancouver
1135 Robson Street
Vancouver, BC V6E 1B5
Phone: 604-974-0111
Monday - Friday: 9:00 to 9:00
Saturday: 10:00 to 9:00
Sunday: 11:00 to 7:00

 

How do I know about my available "Reward Points"?

Any time you place an order you will earn Reward Points for every Dollar you spend. For example for an order total of $100 you earn 100 Reward Points or more.
As you place new orders your Reward Points accumulate as well as your buying power. The Reward Points are converted into Dollar amounts with a conversion rates, which is variable depending on the time you use your points.

If you wish to use your Reward Points in your future orders you will enter the number of points you wish to use at the space provided while you are "Checking Out" and you receive the Discount amount, which will be subtracted from your order total.
Currently:   100 Reward Points = $1.00

 
*Please Note:
1-Once you use your previous points towards any order, you will not receive any new Reward Points on that order.
 
2-Please note Reward points cannot be transferred from US to Canada Store and vice versa due to the difference in the currencies.
 The Reward Points earned on each store can only be used at the same store that was originally earned.

Please login to your account

 

How can I select my Free Gift?

If your order total after all discounts is over $120 you are qualified for Free Gift.
Once you added all your products to your shopping cart please add the qualified Free Gifts listed at the bottom of the cart before check out.
please note you may only add the Free Gifts that you are qualified for (your purchase from a brand has reached the minimum threshold).
 

Free gifts are posted under "Free Gift" Subcategory for each brand.
You are only qualified to select Free gift from the subcategory under the main category that you purchased from and not from other categories.

The Free Gift Selection is automated as follows:
Once your order total reaches the threshold for free gift you will be able to add your free gift to your cart, an "Add to Cart" Button will appear in front of the qualified free gifts.
Once you added all your qualified free gifts they will disappear from your cart.
You may be qualified for more than one Free Gift if you reach  the minimum purchase requirement for each brands.
Please add all your free gifts that you are qualified for to your cart before checkout.


-Can I purchase directly from your store?

Yes,
You may also visit our SPAs and retail store located at:

Eternal Skin Care – North Vancouver
120-100 East 1st Street
North Vancouver, BC V7L 1B1
Phone: 604-982-3240
Monday - Friday: 9:00 to 5:00
Saturday: 11:00 to 2:00
Closed Sundays
 
Eternal Skin Care – Vancouver
1135 Robson Street
Vancouver, BC V6E 1B5
Phone: 604-974-0111
Monday - Friday: 9:00 to 9:00
Saturday: 10:00 to 9:00
Sunday: 11:00 to 7:00

Is your website secure?

Shopping online with eSkinStore - eSkinCareStore Store is 100% safe and secure. Our Secure Shopping Cart uses the latest technology in order to make your shopping secure. This is provided through an encrypted Secure Socket Layer (SSL).

Note the Comodo Secure Site Logo at the bottom of each page. Also on all secure pages the Comodo Certificate of Authenticity is shown on the right lower corner of the secure pages. You are insured for up to $10,000 by Comodo SSL Fraud support. Simply roll over your mouse to see the secure site information such as address and SSL Certificate....

 

Do you have a privacy policy and is my personal information safe?

At eSkinStore - eSkinCareStore we are committed to ensuring our clients a secure, private, and enjoyable online shopping experience. All customer information you provide to us will not be shared with any third party. We do not rent, sell or give out our client's information. Your trust and satisfaction are of our number one priority. Click Here for Our Privacy Policy

 

How can I order from eSkinStore - eSkinCareStore?

Shopping at eSkinStore - eSkinCareStore is easy and hassle free.  You may place an order without having to open an account or you may choose  to register with an account to purchase online! so that in the future you do not have to enter your information again. You may place your order by browsing through our product directory at our home page.  From there any item can be added to your online shopping cart.  Once you have selected your items click on checkout and enter your information such as name, shipping address, and method of payment.  We also have a friendly and helpful staff that is available to take your orders by telephone on weekdays between 9:30 a.m. and 5:00 p.m. Pacific Standard Time.  They can assist you with any questions that you may have about ordering!

How can I find a products?

eSkinStore - eSkinCareStore carries many prestigious and international recognized skin care and beauty brands.  To view our product directory please visit our homepage at www.eskincarestore.com.  You will see a listing of the different brands on the left hand corner of the page under the heading PRODUCT BRANDS.  If you are looking for a specific item, you can also use our SEARCH TOOL on the top right side of the home page.  Simply enter the name of the product and click GO! and you will see all the pages in which that product is listed on our website.


How do I know if a product is good for me?

We encourage our customers to consult with a skin care specialist (Aesthetician or Physician) prior to purchasing new items.   Most of our product web pages are categorized by skin types.  For example, if you are looking for products that are suitable for dry skin, you would view the category of dry skin under that particular brand. 
If you would like to take advantage of a free skin care consultation with one of our experienced aestheticians please submit the Free Skin Consultation form.

What are my payment options?

We currently accept All major credit cards and PayPal in Both US Dollar at Our US Store and in Canadian Dollar at Our Canada Store .  Note that we do not accept payment by money-order, cheque or cash.

Once proceeding to check out after entering all shipping and billing addresses, you will be directed to the order "Summary" page.
 At the bottom of this page, you will be able to select your payment type.

To pay by credit card:
Please select "Credit Card" and then click on "Continue" to the Payment page.
At this page you may pay by Credit Card.
Please make sure to enter your credit card number and the Card Verification Number correctly, and verify if the Billing address of your order matches with your billing address of the credit card.
Failing to enter correct billing information and CVV will result in delay and cancellation of your order.


To Pay via PayPal:
Please select "PayPal" and then click on "Continue".

At this step you will be able to access your PayPal account and confirm the payment.
Please make sure that the Billing address of your order matches with your billing address of your PayPal account.
Failing to enter correct billing information will result in delay and cancellation of your order.
Please note you would need to have an account already set up with PayPal. If you don't have a PayPal account, you may open a new one at PayPal.com


What is a billing address?

A billing address is the address to which a credit card is registered.  This is also the address where credit card bills are received.

What is a shipping address?

A shipping address refers to the address that the order is being shipped to. Note that this may be different than a billing address with exception of orders from Outside North America. Orders From Outside North America can only be shipped to the billing address unless written approval is provided to us.


What are my shipping options?

We offer 3 different shipping services for North American destinations.  They include Standard, Expedited and Express Shipping.  Standard shipping delivery time takes anywhere from 5-10 business days.  Note that this is an approximation and that on rare occasions parcels may take a longer time to reach their destinations.  Also note, that destinations in Alaska and Hawaii generally take longer to arrive.  For more information regarding rates and delivery times please visit our shipping page at Shipping Options. If You are ordering from outside North America please select "Outside North America" Shipping Options, or your order will not be processed.

How long before I receive my order?

We strive to make the delivery of packages as fast as possible!  Orders are processed within 24 hours, with the exception of holidays and weekends.
If an ordered item is out of stock or on backorder processing time with may take longer.  If the processing time of a package is more than 7 business days, the customer will be notified by email or by telephone. 
Once an order is processed and shipped it is subject to the applicable delivery time.  In general, most customers receive their orders within 6-10 days.

What if my package is lost or not delivered on time?

We strongly urge customers to select the Expedited Shipping option for their parcels, which insures parcels for full insurance coverage and provides them with tracking access.  Because of the high cost of shipping, we are unable to insure all packages for their total value.  If a parcel is lost in transit and does not arrive at its North American destination within 30 days, eSkinStore - eSkinCareStore will open an investigation into the whereabouts of that package.  This entails working closely with United States Postal Service and Canada Post to locate the missing item.  Once we have received written confirmation that the parcel has been lost we can either ship the customer a new package or refund the customer for the amount paid.


What if a product is on back order?

If a product that you have ordered is on back order and will not be available for more than 7 business days we will contact you by email or by telephone to notify you.  At that point you will have to confirm whether you would like us to put your order on hold, ship the remaining items separately (a separate shipping cost may apply) or if you would like to cancel your order.  Your can call us toll free at 1-866-336-7546 or email to confirm your decision.


Can I change my order after I have placed it?

If you would like to make changes to your order we suggest that you call our toll free number at 1-866-336-7546 as soon as possible.  If you order is still pending and has not left our facilities we can make alterations to the order at your request.  Once orders have been shipped no changes can be made to the order.


I am not sure if my order went through?

If you have not received an email notification of your order, please call us at  
1-866-336-7546.

How can I obtain a discount coupon?

Here at eSkinStore - eSkinCareStore we work hard in providing great promotions and pricing on our many skin care brands.  Returning customers will be notified of promotional items and discounts by email or by mail.

How do I know if I am qualified for a Free Gift?

If your order total after all discounts is over $120 you are qualified for Free Gift.
Free gifts are posted under "Free Gift" Subcategory for each brand.
You are only qualified to select Free gift from the subcategory under the main category that you purchased from and not from other categories.

The Free Gift Selection is automated as follows:
Once your order total reaches the threshold for free gift you will be able to add your free gift to your cart, an "Add to Cart" Button will appear in front of the qualified free gifts.
Once you added all your qualified free gifts they will disappear from your cart.
You may be qualified for more than one Free Gift if you reach  the minimum purchase requirement for each brands.
Please add all your free gifts that you are qualified for to your cart before checkout

How do I get free samples? 

Free trial size samples are included with every order.  
We will randomly select trial samples based on items you have ordered.  Some manufacturers do not produce trial size samples of their products and some items may not be available for sampling-instead samples from other skin care brands will be added to your order. Due to high demand we cannot ship out samples separately. If you are interested in a specific product and would like to request a sample of it to be included in your order, please indicate under the "Comments" section at the time of Checkout.

Are you a wholesaler?

Please note that we are only an authorized retailer for the brands that we represent.  We do not sell wholesale.  If you are a professional aesthetician please contact the manufacturer/distributor in your area directly for more information.  We cannot not offer their contact information.

How do I know if my order has been shipped? 

When your order has been received by us an email notification and confirmation of your order will be sent to your email address.  Once your order has been processed and shipped you will receive another email notification.  For customers who do provide an email address and who would like to know the status of their orders please call toll free at 1-866-336-7546.

 

What if I am not home at the time of delivery?
 

If you are not at home at the time of delivery your postal delivery person will either leave a notification letter of their attempted delivery or in some cases may leave the parcel at the front door.  If you suspect that your package was attempted for delivery you can call us to track the parcel or you can contact your local post office to verify if a delivery was attempted.  Please call us immediately if your package has been unclaimed from your local post office for more than 2 weeks.

 

How can I track my order?

To track your order after it has been shipped you may do so at www.canadapost.ca or www.usps.com with tracking No. provided at order status link on the email confirmation. Please note in some cases online tracking may not be available. this does not mean your order is not shipped or lost, simply the record is not updated online. If you have further questions please email or call 1-866-336-7546.

 

Do I have to pay customs and duty charges?

There are no applicable customs or duty charges for parcels in North America. All international orders will be labelled as "GIFT" and shipping invoice is not included with the value of the products to prevent customs duty charges.

 

I have placed an order but I have not receive a confirmation email?

If you have not received an email  confirmation it may be because the email address entered in our system is incorrect or that your email filter has rejected the email notification as "junk mail".  To receive confirmation please call us at 1-866-336-7546.

 

Can I request a catalogue to be mailed to me?

At the present time our entire catalogue is available online at www.eSkinCareStore.com  and we do not have a print catalogue available for distribution. We are planning to offer a print catalogue in the future, please check our website or call us toll free at 1-866-336-7546  for more information.


I am having problems with the shopping bag or the site?
If you are unable to add items to your shopping bag or items are not appearing when you view your order at checkout, most often it could be that different applications utilized by clients affect their internet browser settings.. Sometimes this causes certain basic features (like JavaScript) to be disabled which our website needs to function correctly (most e-commerce websites require the same functionality to work properly). Here is a quick solution to try to fix this:

(Assuming you are using internet explorer)

1. Click the word TOOLS in the top file menu of internet explorer.
2. Click the word INTERNET OPTIONS
3. Go to the SECURITY Tab
4. Ensure that security level for this zone is set to MEDIUM (see the bottom of this window). If it is not, please change it to MEDIUM
5. If the security level says CUSTOM, click DEFAULT LEVEL, which will set it to MEDIUM, then press APPLY
6. Next, click the PRIVACY tab
7. Ensure your privacy is set to MEDIUM-HIGH or MEDIUM. If it is not, please change it. Once done, press APPLY, and OK.

If you continue to have difficulties please call 1-866-336-7546 or email for technical assistance.

I am unable to continue shopping, every time I try to do so, more quantities are added to my cart?
If you would like to continue shopping after you have selected an item and added it to your shopping cart, please click on the CONTINUE SHOPPING tab.  Clicking on the BACK tab will only increase the quantity on the last selected item in your shopping cart.

 

Questions Regarding our Coupon Promotion:

How can I use my coupon code?

Please enter the coupon code:  at the space provided at checkout, and click APPLY  to receive an instant Discount.
Please enter the coupon code exactly as it appears with no space between the letters. The discounts may change or stop at any time without notice.

How many times can I use the code?

Coupons are valid only for one time use unless specified otherwise.
Gift Certificate can be redeemed as many times until the balance on the certificate reaches zero.

When will this offer expires?

Coupons may expire or change at any time without notice.

Discounts cannot be applied to:

1- The following brands:
Cellcosmet, Guinot, Jan Marini, Innovative Skin Care, Sjal.

2- Special items that are sold at already discounted prices.

Can I combine two or more coupons?
You may only use one coupon at a time and coupon cannot be used for multiple discounts.
You may not combine a Coupon and a Gift Certificate for multiple discounts.
Coupons cannot be used towards purchase of a Gift Certificate.


Can I transfer my reward Points from US to Canada store or vice versa?
Please note Reward points cannot be transferred from US to Canada Store and vice versa due to the difference in the currencies.
The Reward Points earned on each store can only be used at the same store that was originally earned.


 

Subscribe to Newsletter
Current Deal
Forum
Specials

facebook twitter pinterest our blog Google+
payment methods
McAfee Secure sites help keep you safe from identity theft, credit card fraud, spyware, spam, viruses and online scams Click for the BBB Business Review of this Day Spas in North Vancouver BC

eSkinCareStore - eSkinStore® Copyrights 1999-2014
120 - 100 East 1 Street, North Vancouver, BC V7L1B1