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account information

I forgot my password or want to reset it.

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

I need to update my email address.

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

how can I update my shipping address?

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

can I opt out of receiving Sanitas emails?

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.

how can I view my order history?

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

sanitas rewards

what is the Sanitas Rewards program and how does it work?

The Sanitas Rewards program is a loyalty program that allows you to earn points on each purchase through social engagement and for special occasions like your birthday or Sanitas anniversary. These points translate to dollar amounts that can be used to purchase Sanitas products!

how do I join?

Getting started is easy! You can join here for free, and you’ll get 25 points just for creating your Sanitas Rewards account. We currently only offer the program to US residents ages 18 and above with a valid email address.

how many points will I earn?

We have three Tiers for our Sanitas Rewards program. You’ll begin with Tier 1, which means you’ll earn 1 point for every $1 spent. Once you’ve spent $345 t in a calendar year, you’ll move up to Tier 2, meaning you’ll earn 1.25 points for every $1 spent. Once you’ve spent $575 or more within a year, you’ll be at Tier 3, which means you’ll earn 1.5 points for every $1 spent. 

You’ll move up in Tiers when you spend the required amount in a calendar year, and you can also see how close you are to the next Tier by viewing the spend meter on your account page.

You’ll start earning points as soon as you join, and you can collect even more points when you interact with our social media accounts from our Rewards page. Just click on our social media links above, and you’ll earn 10 points for each account you interact with!

when will I see my points in my account?

Your points will be awarded once your order is fulfilled, and you can always check your account to see when new points have been added.

how do I redeem my rewards?

Login in to your Sanitas Account to see points you have earned. You may apply points to your purchase at checkout. Rewards may be redeemed with a minimum spend of $50.

Please note that shipping charges may apply, and points are not redeemable for gift cards, sales tax, fees, delivery charges or other excluded charges specified by us.

do my Rewards points expire?

Your Rewards will expire after one year of inactivity, so be sure to keep collecting and redeeming your points!

do my Rewards, benefits and points have any cash value?

No, the points and benefits have no cash value outside of sanitas-skincare.com, are non-transferable and have no property rights.

what if I believe I’m missing points?

If you believe there’s a discrepancy in your Rewards points, please contact Customer Service at wecare@sanitas-skincare.com.

how do I guarantee I’ll get my points?

The points you earn from your orders will automatically be added to your Rewards balance. To ensure you get points for any additional actions you take, like posting a review or following us on social media, be sure you’re logged into your account on the Rewards page.

how do I check my account status?

You can check your points and status anytime you are logged into your Sanitas Account.

how do I know which Rewards Tier I am currently a member of?

When you are signed into your Rewards account, your home page will list all the Rewards Tiers. Your current Tier and perks will be highlighted with a box around it.

may I share my points with a friend?

Accounts, program Rewards, benefits, and points cannot be shared or combined. Only you can accumulate Rewards, benefits and points.

are there limitations on the number of purchases or activities eligible for points?

We may set certain limitations on purchases or activities that can earn you points.

can I get my Rewards points back after I use them?

No, the Reward will be marked as redeemed once you use it. 

what happens to my points if I return a product or cancel my order?

If you return your product, we’ll reverse or decrease the points you received from that purchase. If you moved up a Tier on that order, your Tier will also be adjusted.

Fraudulent or activity that violates program Terms & Conditions reverses earned points and Tier status.

do program benefits ever change?

It’s possible our program could change based on adding new features or other necessary adjustments, but we will always communicate changes to you so you can make the most out of your Rewards!

can the program or my membership be terminated?

Program restrictions and changes are possible, but we’ll always communicate any changes.

how do I cancel my membership?

You can simply opt-out of the program by emailing us at wecare@sanitas-skincare.com.

we’re here to answer all of your questions!

Just send us an email to us at wecare@sanitas-skincare.com.

sanitas subscription program

can I apply additional discounts or loyalty rewards to my subscription?

A rewards discount may be applied to your initial subscription order but cannot be carried over to future subscription renewals. Additional discounts cannot be applied.

what are sanitas subscriptions?

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.

what are the benefits of creating a sanitas subscription?
  • 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.)
how do I set my payment method for my sanitas subscription?

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.

can I modify or cancel my sanitas subscription?

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.

is it possible to skip or delay a shipment of my sanitas subscription?

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.

is it possible to exchange, return, or receive a refund for product in my sanitas subscription?

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

how do I manage a subscription?

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

how do I start a subscription?
  1. Select the “auto replenish” option when ordering your product.
  2. Select the quantity desired and your preferred delivery frequency.
Will I receive Loyalty Rewards points for subscription orders?

Yes, you’ll receive 50 points for your initial order! However, subsequent subscription orders are not eligible for loyalty points.

gift cards

will Sanitas Skincare eGift Cards go on sale?

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

what if I want to return a product I purchased with a Gift Card?

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

what happens if I lose my physical Sanitas Skincare Gift Card?

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

can I exchange my physical Sanitas Skincare Gift Card or eGift Card for cash?

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

how do I spend my Sanitas Skincare eGift Card on 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!

can I spend my Sanitas Skincare eGift Card for services or merchandise at my spa or through my favorite skincare professional?

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

where can I spend my Sanitas Skincare eGift Card?

Your Sanitas Skincare 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. Sanitas Skincare eGift Cards are not redeemable anywhere other than sanitas-skincare.com.

how can I check the balance on my Sanitas Skincare eGift Card?

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

will my Sanitas Skincare eGift Card expire?

Our eGift Cards expire 5 years and one day from the date of purchase.

where can I purchase a Sanitas Skincare eGift Card?

You can buy them online here.

can I give my eGift Card to a friend?

Sanitas Skincare eGift Cards must be redeemed by the person named on the eGift Card and are not transferable.

orders

how do I place an order?

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

I'm having trouble placing my order.

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.

why do I no longer receive foil samples with my order?

As a part of our commitment to sustainability and our promise to reduce, reuse and recycle, we no longer manufacture foil samples. These little sachets have a big impact on the environment and contribute to the contamination of our waterways and food chain. We still offer deluxe mini sizes of various products through regular promotions and our loyalty programming. Please keep an eye on your email so you can take advantage of these promotional offers.

how do I use a promotional code?

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.

I’m having trouble with a promo code.

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.

can I place a back order?

We currently don’t accept back orders for out-of-stock items. 

I want to cancel my order.

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.

can I alter my order?

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.

do you have a maximum purchase policy?

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

what payment options do you accept?

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)
how can I use Afterpay for my order?

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.

tell me about sales tax + retail delivery fees.

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.

shipping + returns

what are your shipping rates?

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)
will I get a shipping confirmation?

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.

what are your typical transit times for ground shipping?

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.

do you offer international shipping?

International shipping is not available at this time.

what if I entered my shipping address incorrectly?

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.

what if my product arrives with damage?

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.

what about lost or missing packages?

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.

tell me about your return policy.

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 and/or external fees) 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.

how will I get refunded for returned items?

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 protection with Route

what is Route?

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 Protection is automatically selected at checkout but can be toggled off to decline protection.

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

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

how does Route work?

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. It’s as easy as that!

Need to file a claim? File here.

where is my Route protected order?

As always, once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed to you. If you’re using Route, 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.

how does Route process refunds or reorders?

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.

what if my Route protected order never arrives or is stolen?

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 claim policies for stolen packages:

  • 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

Route claim policies for lost packages:

  • 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

All of Route’s policies are listed here.

what if my Route protected order arrives damaged?

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

You can file a claim with Route here.

Route claim policy for damaged packages: 

  • 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.

Note: 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.

how do I file a claim for my Route protected lost, damaged, or stolen order?

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

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

Haven’t downloaded the Route app yet? Download here.

is Route a licensed insurance company?

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

what are Route's terms and conditions?

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

professionals

how do I become a Sanitas professional partner?

Thank you for your interest in partnering with Sanitas! You may submit an application here. For more information on partnering with us, click here.

I have applied to be a Sanitas professional partner; what's next?

We’re on it! Once you’ve completed your wholesale application, a member of our sales team will reach out to you directly to discuss the process of an opening order.

how do I log in to my professional account?

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

what is the shelf life of your products?

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.

are Sanitas products safe to use while pregnant or breastfeeding?

We always recommend consulting with your doctor before making any choices about your skincare while pregnant or breastfeeding. You also may want to avoid retinol, alpha hydroxy acids (AHAs), like glycolic acid and lactic acid, and beta hydroxy acids (BHAs), like salicylic acid, at this time.

are Sanitas products gluten free?

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

are Sanitas products vegan?

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

are your products hypoallergenic?

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.

where are Sanitas Skincare products made?

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.

where do I find a list of all ingredients?

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

contact us

how can I get in touch?

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.