Shipping policy

This Shipping Policy applies to orders placed through the Patché Skin online store. By placing an order, you agree to the terms below.

1. Order Processing

Orders begin processing after payment has been successfully authorized.

Processing time is separate from delivery time. Orders placed on weekends or U.S. federal holidays may begin processing on the following business day.

During periods of high demand, product launches, promotions, or holidays, processing may take longer than usual.

We may contact you if additional information is required to process your order. Failure to respond may delay fulfillment or result in cancellation.

2. Estimated Delivery Time

Orders are generally expected to arrive within 5–10 business days after fulfillment and dispatch.

Business days do not include Saturdays, Sundays, or U.S. federal holidays.

The 5–10-business-day timeframe is an estimate and is not a guaranteed delivery date. Delivery may take longer because of:

• Carrier delays;

• Severe weather or transportation disruptions;

• High order volumes;

• Local delivery conditions;

• Service interruptions;

• Incorrect or incomplete delivery information; or

• Circumstances outside our reasonable control.

If we cannot ship an order within the stated timeframe, we will notify the customer and provide the options required by applicable law.

3. Shipping Destinations

Patché Skin currently ships to United States only.

Some products or delivery methods may not be available in every location. We may cancel and refund an order if we cannot deliver it to the address provided.

Customers are responsible for ensuring that ordered products may legally be delivered to and used in their destination.

4. Shipping Charges

Available shipping methods and charges will be displayed at checkout before the order is submitted.

Shipping charges may be based on the delivery destination, order value, package weight, selected service, or current promotion.

Any free-shipping offer is subject to its stated eligibility requirements and may be changed or discontinued at any time. Changes will not affect orders already accepted.

5. Separate Shipments

Products from the same order may occasionally be shipped separately and arrive on different dates.

If an order is divided into multiple shipments, the customer may receive more than one tracking number. Separate delivery does not necessarily mean an item is missing.

6. Tracking Information

When tracking information is available, it will be sent to the email address provided at checkout.

Tracking information may take approximately 24–72 hours to update after the carrier receives the shipment. A temporary lack of tracking updates does not necessarily mean the package has stopped moving.

Customers are responsible for monitoring tracking information and making reasonable arrangements to receive their packages.

7. Correct Delivery Information

Customers are responsible for entering a complete and accurate:

• Recipient name;

• Street address;

• Apartment, suite, or unit number;

• City, state, and ZIP code;

• Email address; and

• Telephone number, when requested.

Review this information carefully before submitting an order.

If you notice an error, contact support@patcheskin.com immediately. We cannot guarantee that an address can be changed after fulfillment begins.

Patché Skin is not responsible for delays, failed deliveries, or losses caused by incorrect or incomplete information supplied by the customer, except where applicable law requires otherwise.

8. Address Changes

A delivery address may be changed only if the request is received and completed before the order has been fulfilled.

Submitting an address-change request does not guarantee that the change can be made. An address change is confirmed only when Patché Skin provides written confirmation.

We cannot redirect an order after it has been shipped. Customers may contact the carrier to ask whether a delivery adjustment is available, but Patché Skin cannot guarantee the carrier will approve it.

9. Order Cancellations

Orders may be canceled only before they have been fulfilled.

To request cancellation, email support@patcheskin.com immediately with:

• Your full name;

• Your order number; and

• A clear request to cancel the order.

Submitting a request does not guarantee cancellation because orders may begin processing shortly after they are placed.

Once an order has been fulfilled or shipped, it cannot be canceled. Cancellation is confirmed only when Patché Skin sends written confirmation by email.

Approved refunds will be issued to the original payment method.

10. Delayed Shipments

Delivery dates are estimates. A delay does not automatically mean that a shipment is lost.

If tracking has not updated or your package has not arrived within the estimated period, contact support@patcheskin.com with your order number.

We may ask you to allow the carrier additional time or wait until the carrier’s investigation period has passed before issuing a remedy.

When required under applicable federal law, customers will be notified of shipping delays and offered the choice to accept the delay or cancel the unshipped order for a prompt refund.

11. Lost Packages

If tracking does not confirm delivery and the carrier determines that a package was lost, Patché Skin will provide an appropriate replacement or refund after any reasonably necessary investigation is completed.

We may require the customer to cooperate with the carrier’s investigation or provide additional information.

Do not submit duplicate claims simultaneously to Patché Skin and the carrier unless instructed to do so.

12. Packages Marked as Delivered

If tracking indicates that a package was delivered but you cannot locate it, contact us promptly.

Before submitting a claim, please:

• Confirm that the delivery address is correct;

• Check around the delivery location;

• Review any delivery photograph or carrier notice;

• Ask household members, neighbors, or building staff; and

• Contact the carrier when appropriate.

We may require a carrier claim, signed declaration, police report, or other reasonable documentation.

A replacement or refund is not guaranteed when tracking confirms successful delivery. Each claim will be reviewed based on the available evidence and applicable law.

Patché Skin is not responsible for theft occurring after confirmed delivery, except where applicable law provides otherwise.

13. Damaged, Incorrect, or Missing Products

Customers must contact support@patcheskin.com within 48 hours of the carrier’s confirmed delivery time to report:

• A damaged or leaking product;

• A defective product;

• An incorrect product; or

• A missing item from a delivered order.

The email must include:

• Your full name;

• Your order number;

• A description of the issue; and

• Clear photographs or video of the product, packaging, shipping label, and damage or error.

Please keep the product and all original packaging until the claim has been reviewed.

Requests received after 48 hours may be denied unless a longer reporting period or another remedy is required by applicable law.

14. Refused, Unclaimed, and Undeliverable Packages

Refusing delivery or failing to claim a package does not automatically qualify an order for a refund.

If a package is returned because of an incorrect address, refusal, failed delivery attempt, or failure to claim it, the customer may be responsible for:

• Return shipping;

• Carrier fees;

• Processing costs; and

• Additional shipping charges if redelivery is requested.

If the returned package is received and can be identified, we will determine whether a refund or redelivery is available.

15. Returns

Do not send products to the address shown on the original package or to any Patché Skin business, legal, administrative, or correspondence address.

Approved products must be returned only to the authorized return address provided by email.

Returns, replacements, and refunds are governed by the Patché Skin Return and Refund Policy.

16. Policy Changes

We may update this Shipping Policy to reflect changes to our delivery practices or legal obligations.

The revised policy will be posted with an updated “Last updated” date. Changes apply prospectively and will not reduce rights associated with an order placed before the change.

17. Contact Us

For shipping, tracking, cancellation, or delivery questions, contact:

Patché Skin
Email: support@patcheskin.com
Website: www.patcheskin.com