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Sanitas Skincare FAQs

account information

No problem! Just click on “Account” at the top of the website and then click “forgot password.”

To update your email address, log in to your account and click on “account profile.”

To update your shipping address, log in to your account and click on “account profile.”

Of course! You can update your frequency preferences or unsubscribe from emails at any time by scrolling the bottom of any Sanitas email you receive and clicking the “unsubscribe” button.

To view your order history, log in to your Sanitas account and click on the order number in the “order history” tab.

sanitas subscription program

With Sanitas Subscriptions you can arrange for automatic purchase and shipping of your favorite skincare. The program gives you 5% OFF and FREE SHIPPING every time your subscription ships.

  • – Automatic replenishment of your favorite skincare. You’ll never run out!
  • – You’ll save 5% on each subscription purchase.
  • – FREE standard ground shipping. (Expedited shipping options available for an additional cost.)
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  1. 1. Select the “auto replenish” option when ordering your product.
  2. 2. Select the quantity desired and your preferred delivery frequency.

You can cancel, reactivate or change the frequency of your subscriptions whenever you’d like by visiting the Manage Auto Replenishment page.

We accept Visa, MasterCard, American Express, and Discover for subscriptions at this time.

Simply use your desired payment method when you make your first subscription order. This is the payment method we will use every time we ship your subscription order.

Yes! Simply visit sanitas-skincare.com and log in to your account.  Click the ‘manage auto replenishment’ tab and make your adjustments. Your Sanitas Subscriptions may be canceled at any time before your next billing cycle.

Yes! You have the option to place your Sanitas Subscription on hold. Simply visit sanitas-skincare.com and log in to your account.  Click the ‘manage auto replenishment’ tab and make your adjustments. You may reactivate at any time.

Please refer to our returns/refunds FAQs. We do not offer exchanges.

No. Additional discounts, promotions or rewards may not be added to your subscription order. 

gift cards

Perfect for wrapping and presenting yourself, a physical Gift Card will be shipped to the recipient’s home. On the other hand, an eGift Card is delivered to the recipient via email, making it great for last-minute or long-distance gifting. You can opt to have the eGift Card delivered instantly, or it can be delivered on a certain date. Both types of Gift Cards may be used to buy products on sanitas-skincare.com.

Both our physical Gift Cards and eGift Cards expire 5 years and one day from the date of purchase.

Click here for balance information or email us at wecare@sanitas-skincare.com and we’ll email you back with your balance. 

Your physical Sanitas Skincare Gift Card or eGift Card is redeemable for merchandise (other than additional Gift Cards) at sanitas-skincare.com. They can’t be redeemed for cash or credit except where required by law. Physical Sanitas Skincare Gift Cards and eGift Cards are not redeemable anywhere other than sanitas-skincare.com.

While we love when you visit our professionals, for now, physical Sanitas Skincare Gift Cards or eGift Cards are only redeemable only for merchandise (excluding additional Gift Cards) at sanitas-skincare.com.

It’s easy! Simply add your desired merchandise to your cart as you shop and then click on the “my bag” icon in the upper right hand corner of the screen when you are ready to check out. 

While on the “my bag” page, you’ll see a field labeled “coupon code or gift card number” right below the total.  Enter your gift card number and click the “apply” button. Next, click the “checkout” button and go to the next page where you’ll see your gift card has been applied. Then just proceed to checkout as usual and enjoy your new skincare when it arrives!

Most discounts and offers (including sitewide sales) do not include physical Gift Cards and eGift Cards. Occasionally, there will be offers that explicitly include physical Gift Cards and/or eGift Cards, so watch your email and check back often.

No. Your physical Gift Cards and eGift Cards are not redeemable for cash.

Physical Sanitas Skincare Gift Cards can be gifted, but eGift Cards must be redeemed by the person named on the eGift Card and are not transferable.

Sanitas Skincare is not responsible for lost or stolen Gift Cards, so please take care and treat your gift card like cash.

Any merchandise purchased with a physical Sanitas Skincare Gift Card or eGift Card is subject to our return policies. You can learn more about them here.

You can buy them online here. 

You can buy them online here.

orders

Orders are processed Monday – Friday, 9 am to 4 pm MST, excluding holidays. Please allow up to 2 – 3 business days for processing.

Oh no! We’re sorry you’re having trouble and want to help get your order placed ASAP. Here are a few things you can try: ​​

  • – Close your browser and start fresh
  • – Complete your purchase through an incognito window

 

If you continue to have trouble, email us at wecare@sanitas-skincare.com so a member of our customer service team can help.

Ready to grab a good deal? We’re excited for you! To use one of our promo codes, simply enter the code in the available spot at checkout.

We don’t want you to miss out! Here are a few reminders to help: 

  • – You can only use one promo code per order.
  • – Each promo code can only be used once per customer.
  • – A code must be used before it expires. 
  • – ​​Discount codes are not valid on previous orders, Sanitas Skincare physical Gift Cards or eGift Cards or subscription items.

​​

If you continue to have trouble with your promo code, reach out to our customer service team at wecare@sanitas-skincare.com so we can help.

We accept the following forms of payment:

  • Visa and Visa Gift Cards, Mastercard, American Express and Discover (credit and debit cards accepted)
  • PayPal
  • PayPal Pay-in-4
  • AfterPay (not available on subscription orders)
  • GooglePay
  • Sanitas Gift Cards (can only be purchased and redeemed through www.sanitas-skincare.com)

You’ll see Afterpay automatically appear as a payment option for any order over $35.00 as long as it does not contain subscription items. 

Just select the ‘installments by Afterpay’ option on the payment page during checkout. You’ll see a page that tells you you’ll be billed ¼ of your order’s total as a deposit due at purchase and then subsequently billed every two weeks after until all four payments are complete.

We currently do not accept backorders for out-of-stock items.  

Unfortunately, once an order is placed, it can’t be canceled, but if you’d like to return your item(s), please follow our return policy instructions below.

Unfortunately, once an order is placed, it can’t be altered, but if you’d like to return your item(s), please follow our return policy instructions below. 

Unless you have an established Sanitas retail account, orders are limited to six units of any item.

We’re sorry you’re having trouble with your order! Please contact our  Customer Care department via the chat option on our website at wecare@sanitas-skincare.com so we can help.

If you are dissatisfied with your product for any reason, product return(s) will be accepted up to 30 days from purchase for a full refund (minus any shipping charges) to your original form of payment. Your return package must be postmarked within 30 days of purchase to be eligible for a refund.

To initiate a return, please email wecare@sanitas-skincare.com. A return form and pre-paid return label will be emailed to you within 72 hours. The return form must be completely filled out and include your order number. If you choose to use our pre-paid shipping label, a $7.00 charge will be deducted from your refund. Otherwise, you may return the product via the shipping method of your choice* to:

Sanitas Skincare
Attn: Customer Service
833 W. South Boulder Road
Building A
Louisville, CO  80027

Only items purchased from sanitas-skincare.com may be returned. Products purchased from sanitas-skincare.com may not be returned or exchanged at any other retail location or online partner. If you have a defective or damaged item purchased from an authorized Sanitas Skincare partner, please contact them directly for further assistance regarding your return.

At this time we are unable to process product exchanges. 

*Our offices are not open to the public for in-person returns. 

Once your return is received and approved, you’ll receive an email notification. All returns will be refunded to the original form of payment, minus any shipping charges. Returns are processed within 72 hours, and once your return has been processed, you will receive a refund confirmation email. Refunds may take up to 30 days.

shipping

Currently, our shipping rates are as follows: 

  • Free ground shipping for orders of $50 or more (before tax and shipping, after promotional discount)
  • Standard Ground for orders under $50 – $7.95
  • 2 Day – $20 (Saturday delivery not available)
  • Overnight – $40 (Saturday delivery not available)

Once your order has been processed and shipped, you will receive a Shipping Confirmation email with tracking information so you can check the status of your order.

Shipping times vary by location and also time of year.  Generally, orders shipped within the continental US will arrive within 6-8 business days but can take up to 10 business days.  Orders shipped to Alaska and Hawaii can take up to 14 days.

International shipping is not available at this time.

It’s very important that you double-check your shipping address before you confirm your order at checkout, as we can’t be responsible for incorrect addresses. If you realize you entered the wrong address before you receive a shipping confirmation for your order, you may reach out to our Customer Care department via the chat option on our website or email at wecare@sanitas-skincare.com to see if we can update it prior to shipment. Unfortunately, if your order has already been shipped, we will not be able to update your shipping information or send you a replacement order.

Packages damaged in transit must be reported within 10 days of delivery. Photo evidence of damage is required and we are not responsible for minor cosmetic damage. 

If damage occurs to your order during shipment please contact our Customer Care at wecare@sanitas-skincare.com. Please include your order confirmation number to speed things along.

Unfortunately, we can’t take responsibility for lost or missing packages, and you’ll be responsible for working directly with the shipping carrier for a missing package that has been confirmed as delivered. Claims must be placed directly with the carrier. We highly recommend using Route protection (see below) to ensure seamless delivery and/or claim filing.

All orders placed with us will be subject to sales tax based on the tax code of the state and city where the order will be shipped. Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation e-mail and packing slip.

On July 1, 2022, the state of Colorado imposed a retail delivery fee of $.27 on all deliveries transporting at least one item subject to state sales or use tax made via a motor vehicle to a location in Colorado. This will be labeled as ‘retail delivery fee’ on your order confirmation.

Route is an independent insurance service that offers buyer protection at checkout for a small fee. When you select this option, you will receive insurance for your order in the event of lost, stolen, missing or damaged package(s). Please work with Route directly if you select this service and have an issue with your shipment.

route shipping protection

Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route Protect and looking to file a shipping issue online? File here

If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, depending on in-stock availability*. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

*Items redeemed with loyalty points will not be included on reorders. Please contact customer support at wecare@sanitas-skincare.com for assistance with redemption or point balance adjustment.

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 
  • Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur

 

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

 

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

 

All of Route’s policies are listed here

Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout. 

If your order has not arrived, please file a claim with Route here. 

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at wecare@sanitas-skincare.com and we will be happy to work with you to remedy the situation.

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

professionals

You may submit an application here. For more information on partnering with Sanitas, click here.

If you have completed your wholesale application, a member of our sales team will connect with you directly to discuss the process of an opening order.

Click here to sign in. Please use the email address associated with your business account. When you access it for the first time, it may require you to change your password (click Forgot Password). 

general product information

The average shelf life of a Sanitas product is one year after opening. You can find this information on Sanitas packaging by locating the Period After Opening icon. This icon features an image of an open lid with the numbers 6, 12 or 24 to indicate the number of months we guarantee the product to be fresh and effective after opening.

We always recommend consulting with your doctor before making any choices about your skincare while pregnant or breastfeeding. 

Yes, Sanitas products are proudly manufactured gluten free, and all of our raw material vendors are certified gluten free.

Sanitas products are vegan friendly. For those following a vegan lifestyle, avoid our Milk & Honey Cleanser. All other products are fully vegan.

According to the FDA, there are no federal standards or definitions that govern the use of the term “hypoallergenic.” All Sanitas products feature ingredients that were carefully selected to limit the risk of allergenicity. However, you should always read the ingredients on our labels to ensure no personal allergens are present. Individual results will vary.

No way. Sanitas products are never tested on animals. We carry our cruelty free certification, ensuring that all of our products and our entire supply chain of resources comply with no animal testing policies. We are not sold in regions of the world that require such testing.

Sanitas products are all formulated, manufactured and distributed from our corporate headquarters located in Boulder County, Colorado. We are proud to control every aspect of our product quality, from the moment the product is conceived until it touches your skin.

Every ingredient is listed below each product on the product page.

contact us

Customer service inquiries can be sent directly to wecare@sanitas-skincare.com or you can reach out to us via the chat function on our website. 

Our representatives will be happy to assist you Monday through Friday 9am to 4pm MST.

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SANITAS REWARDS

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Terms and Conditions

Sanitas Rewards Program

Membership

Sanitas Rewards (the “Program”) is a loyalty program offered by Sanitas Skincare (“Company”) to customers of sanitas-skincare.com. Company will offer specific perks and privileges to members as described at sanitas-skincare.com/rewards. These terms and conditions (hereinafter “Terms and Conditions”) form the agreement (the “Agreement”) between an enrolled customer (“Member”) and Company with respect to the Program.

Members’ Acceptance of Terms

By participating in the Program, Member agrees to the terms and conditions, rules, regulations, policies and procedures of the Program, including the provisions below dealing with mandatory arbitration of all disputes on an individual (i.e., non-class action) basis. Each Member bears the responsibility of remaining knowledgeable about the Program Terms and Conditions, and the Company reserves the right to disqualify Members who violate any of the Program’s Terms and Conditions.

Company’s Right to Change/Cancel Program

Company reserves the right, at its sole and absolute discretion, to limit, modify or terminate the Program, modify its Terms and Conditions, its structure or any other feature of the Program. This may be done at any time and in any manner without notice. Members’ continued participation in the Program confirms the acceptance of such changes.

Membership Eligibility

The Program is open only to individuals who are U.S. residents, and membership is limited to one account per individual. Membership will not be offered to corporations, businesses, charities, partnerships or enterprises unless, at its sole discretion, written approval is received in advance from Company.

Membership Enrollment

An individual can become a Rewards member by creating an account at sanitas-skincare.com/sanitas-rewards. Member must provide accurate and complete information when creating an account and Company reserves the right to refuse membership to customers who do not follow proper enrollment procedures. Members should promptly update their personal account information should there be changes to their contact information. Changes can be made to their Member account at sanitas-skincare.com/sanitas-rewards.

Program Communications

Company will use mail, email, SMS and other channels to communicate with Members about program updates, special Member promotions or offers, etc. Company will also use these channels to communicate tier status, notify Member of eligibility for a benefit, or inform Member of rewards points balance. Members should note that even if they are opted out of marketing or promotional communications, Company may continue to send non-marketing or non-promotional emails such as those relating to Member’s account or ongoing business relations.

Data Privacy

Read Company’s privacy policy.

Returns

Merchandise returns must be made in accordance with Company’s return policy, available here. Upon return of an item, the earned point value of said item will be deducted from the Member’s account. In addition, if the points earned through said purchase were used to increase Member’s tier status, that status may be rescinded, depending on the product value.

Eligible Purchases

Purchases of merchandise and/or services made at sanitas-skincare.com count toward Member’s program tier status (after promotional offers but before taxes and shipping charges have been applied). Purchases made with store credit or gift cards will not count toward increasing tier status. The purchase of a Sanitas gift card, however, will result in points that will be considered earnings that can increase tier status. Additional items may be excluded from earnings that contribute to tier status at the sole discretion of Company.

Tier Status

Program tier status is based solely on a customer’s total dollar spend on sanitas-skincare.com. The criteria for each tier are as follows:

  • Tier 1: Members receive Tier 1 status upon creating a Sanitas Rewards account at sanitas-skincare.com/rewards. However, Members will not be eligible for specific benefits until an initial purchase is made. Accounts will retain Tier 1 status until Tier 2 status is reached. Points reset to zero every year on the anniversary date of Program participation.
  • Tier 2: When Members’ account accumulates $200 of total spend on sanitas-skincare.com, a Tier 2 status will be assigned until the anniversary date (the date the Program was joined)  when points reset to zero. Each new year begins on the anniversary date and requires Members to spend $200 – $500 on sanitas-skincare.com to retain Tier 2 status. Membership status reverts to Tier 1 for those Members who do not. In order for Members to regain Tier 2 status, purchases of $200 – $500 must be made.
  • Tier 3: Member accounts that accumulate $500 of total spend on sanitas-skincare.com will receive Tier 3 status until their anniversary date (the date they joined Sanitas Rewards) when their points reset to zero. Each new year begins on the anniversary date and requires Members to spend at least $500 on sanitas-skincare.com to retain Tier 3 status. If not, membership status will revert to Tier 2. Membership status for Members who do not spend at least $200 will revert to Tier 1.

For more information on Program tiers, see https://www.sanitas-skincare.com/sanitas-rewards

Valid Email Address

A valid and current email address is required for Members to be eligible for Program benefits, offers and updates. Members must notify Company of any change to email address by updating their Sanitas Rewards account at sanitas-skincare.com/sanitas-rewards.

Right to Revoke

At its sole and absolute discretion, Company reserves the right to revoke the membership of any Member and/or revoke any or all benefits the Member may be entitled to if a Member abuses any of the Program privileges, fraudulently uses the Program, fails to comply with these Terms and Conditions or otherwise earns benefits through deception, forgery and/or fraud.

No Transfer; No Cash Value

Program benefits may not be transferred, purchased, sold, auctioned or traded, including for reasons of death or as part of a domestic relations matter. Doing so will void Member’s account. Benefits have no cash value.  There are no participation or membership fees associated with the Sanitas Rewards loyalty program. Points accrued in connection with Sanitas Rewards loyalty program are promotional, have no cash value and cannot be redeemed for cash.

Employee Eligibility

Current employees of Company are ineligible to participate in the Program.

Program Benefits and Details

Requirements and limitations to any Program benefit will be communicated at the time benefit is offered. In addition, the following shall apply:

  • Product Giveaway
    • Distribution of annual birthday gift requires at least one purchase at sanitas-skincare.com of product shipping to the United States and its territories (shipping fees may apply). Member must be signed in to Member’s Sanitas Rewards account at the time of purchase. Terms of offer are subject to change.
  • Early Access
    • Early access to Sanitas offers and products is available only to Members who have achieved Sanitas Rewards Tier 2 or 3 status. Members must be logged in to their Rewards account in order to make a purchase. Terms of offer are subject to change.

Taxes

Member is responsible and liable for any applicable federal, state or local income, sales, use or other taxes that may be due as a result of Member’s participation in the Program.

No Warranty

Company and each of its respective subsidiaries, divisions and affiliate entities, along with Company’s respective officers, directors, employees and agents make no warranty, express or implied, including but not limited to, any warranties of merchantability or fitness for a particular purpose with respect to the Program or any products or services related to such Program.

Other Legal Matters; Governing Law

These Terms of Use complement and incorporate by reference the Sanitas General Terms & Conditions. In the event of any conflict between the Sanitas General Terms & Conditions and these Sanitas Rewards Program Terms and Conditions, the Sanitas General Terms & Conditions control.

These Terms and Conditions, the relationship between the Member and the Company, and Company’s Sanitas Rewards loyalty program, shall be governed in accordance with the laws of the State of Colorado, without giving effect to any conflict of law principles.

MANDATORY ARBITRATION OF ALL DISPUTES. NO CLASS ACTIONS.

ANY DISPUTE RELATING IN ANY WAY TO THESE TERMS AND CONDITIONS OR COMPANY’S SANITAS REWARDS LOYALTY PROGRAM, INCLUDING CLAIMS BASED ON STATE OR FEDERAL STATUTES, SHALL BE SUBMITTED TO CONFIDENTIAL ARBITRATION BEFORE A SINGLE ARBITRATOR IN COLORADO. SUCH PROCEEDINGS SHALL BE CONDUCTED UNDER THE PREVAILING RULES OF THE AMERICAN ARBITRATION ASSOCIATION. THE ARBITRATOR’S AWARD SHALL BE BINDING AND FINAL AND MAY BE ENTERED AS A JUDGMENT IN ANY COURT OF COMPETENT JURISDICTION. UNDER THIS AGREEMENT, COMPANY AND MEMBER UNDERSTAND AND AGREE THAT THEY ARE GIVING UP THEIR RIGHT TO A COURT OR JURY TRIAL. COMPANY AND MEMBER FURTHER AGREE THAT ANY DISPUTE RESOLUTION PROCEEDINGS WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED OR REPRESENTATIVE ACTION. THIS PROVISION SHALL NOT APPLY IF MEMBER HAS IN ANY MANNER VIOLATED OR THREATENED TO VIOLATE ANY COMPANY INTELLECTUAL PROPERTY RIGHTS, IN WHICH CASE COMPANY MAY SEEK INJUNCTIVE OR OTHER APPROPRIATE RELIEF IN ANY STATE OR FEDERAL COURT IN THE STATE OF COLORADO. MEMBER CONSENTS TO EXCLUSIVE JURISDICTION AND VENUE IN THESE COURTS.

Release of Liability and Limitation on Damages

Member releases Company and its respective subsidiaries, divisions and affiliate entities, along with Company’s respective officers, directors, employees and agents from and against any and all liability relating to Member’s participation in the Program or these Terms and Conditions. To the fullest extent permissible under applicable law, Company is not responsible or liable for any direct, indirect, incidental, consequential or any other damages under any contract, negligence, strict liability or other theory arising out of or relating in any way, directly or indirectly, to Member’s participation in the Program. This applies even if foreseeable or even if Company has been advised of the possibility of such damages.

Intellectual Property

All Program design, text, graphics, logos, images, titles, phrases and product names and the copyrights, trademarks, service marks, trade dress and/or other intellectual property in such materials are owned by Company and may be registered in the United States and internationally.

20% OFF bestsellers! Coupon automatically applied to qualifying purchases. Offer cannot be applied to previous purchases, auto-replenishment orders, value sets or combined with certain other discounts or offers. Offer expires 11:59 pm MST, August 15, 2022. 

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