FAQ

ZO® products are sold only through a skin health professional’s office or their ZO® online stores. If your skin health professional does not carry a certain ZO® product you’re looking for, you may purchase it at zoskinhealth.com.

In an effort to ship out customers their orders as quickly as possible, orders begin processing immediately. Unfortunately, this means that we are unable to cancel orders once they are placed. However, once you receive the order, you can contact customer service to return the product.

ZO® Rx products that require a prescription can only be purchased through a physician. To find a physician near you, please visit our find a clinic page.

Please contact our customer service team via the chat below, or call 888.893.1375. You can also fill out our Contact US form and we will respond with how to purchase ZO® Skin Health products in your country.

Please report any adverse or serious reactions to:

EMAIL: customerservice@zoskinhealth.com
PHONE: 888-893-1375 (Monday-Friday 8am-5pm CST)

ZO Skin Health, Inc.
9685 Research Dr.
Irvine, CA 92618-2303

ZO Skin Health, Inc. knows how important your privacy is. We implement various security measures in accordance to industry standards to protect the security of your personal information, both online and offline and work diligently to make sure any data you provide through zoskinhealth.com is protected.

Promo codes can be applied during the checkout process. Changes should be reflected in your cart instantly. Promo codes cannot be combined. Only one code can be applied per order.

Free shipping promo codes must be applied at checkout. Codes are distributed when customers sign up for email newsletters. Codes are unique and can only be used on a single order. Offer cannot be combined or transferred. No cash value. Only available in the continental contiguous United States.

While ZO Skin Health, Inc. strives for its product line to be all-inclusive, as ZO® does not perform clinical testing on women who are pregnant or nursing, we recommend and encourage all expectant or nursing women to consult with their medical professionals regarding use of any ZO® products while pregnant and/or nursing. We highly recommend that patients review the list of ingredients of each product with their physician before beginning or continuing use. A complete list of product ingredients is available on our website.

If you are not 100% satisfied, a 30-day money-back guarantee is offered on all ZO® products purchased from www.zoskinhealth.com. Return shipping via FedEx is offered at no extra charge. Please make sure the product is returned within 30 days of the order date on the packing slip to ensure a refund.

Complimentary gifts with purchase cannot be returned for refunds.

Currently, ZO® is only able to accept the return of products purchased through the official ZO® website. Note that all returns are subject to validation and approval by ZO®. ZO® reserves the right to limit or refuse a return.

ZO® is not responsible for any lost or stolen packages.

Damaged Products: We apologize if you have received items that may have been damaged during transit. Please save the damaged box and product and contact our customer service department at 888-893-1375, Monday–Friday, 8am – 5pm CST.

To return product(s) you must go through the ZO® Returns Portal:

• Enter your Order Number and Email Address associated with your order.
• Select the product(s) for the return and follow the question prompts.
• Once completed, select your desired FedEx Drop Off Location.
• Review your returns summary and submit to complete the returns process.
• An email with your return information and shipping instructions will be sent to the email address associated with the original order.
• Print your free FedEx return label.

All returns must be mailed within 10 days of the submission of your return request, or the return will not be accepted. Any returns received without a return authorization from the portal will be unable to be processed.

Please note:

• Refunds will exclude any and all original shipping and handling charges.
• Refunds will be made only to the original payment method used to purchase the returned product.
• The actual refund amount is subject to applied discounts, tax, shipping costs, and item condition.
• Refunds may take 7-10 business days to be returned to the original payment method after the return item is received.
• Please contact customer service with any questions.

Most orders are processed within 1-2 business days, provided the items are in stock and payment is verified. Please note:

• ZO® Skin Health does not process orders during holidays or weekends
• All orders are charged sales tax if applicable
• ZO® Skin Health does not accept gift cards other than those purchased on this website (for use on this website only).

Shipping/Processing may take longer than normal due to high demand. Thanks for your patience.

ZO® Skin Health ships via:

FedEx Home Delivery® - 1 - 7 business days*
FedEx 2Day® - 2 business days*

*All orders require a processing period of 1-2 business days before shipping. ZO® Skin Health does not guarantee same-day shipping. ZO® Skin Health is not responsible for any carrier delays that result in extended delivery times.

For additional questions, please contact:

PHONE: 888-893-1375 (Mon-Fri, 8am - 5pm CST)
EMAIL: zohelp@zoskinhealth.com

ZO Skin Health, Inc.
9685 Research Drive
Irvine, CA 92618-2302

Every subscription comes with free shipping and every third subscription order comes with a free gift. Gifts vary month to month and will be automatically added to your third order so you can try more of ZO's exceptional skincare products.

Subscriptions are the most convenient way for you to get the products you want to be delivered to you on a regular schedule. We automatically send your favorite products based on your chosen frequency. The service is easy to use and customizable, so you can make changes online whenever you need. Just tell us how often you want your products, and we'll take it from there. You will receive free shipping with all subscription orders.

You will need to create an account to manage your subscription. Once your account is created, you will always have complete control over your subscription orders and we send an email reminder 4 days before each order ships. You can change your delivery frequency, next order date, or quantity anytime in the subscription section within your account. Changes to orders can be made any time within 48 hours of the next scheduled shipment date and you can cancel at any time.

Subscribing is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To subscribe, simply select the option for your desired product, select your preferred shipment frequency, and then check out as normal. If you don’t have an account already, please make sure to create one at checkout to be able to manage your subscription.

After you subscribe, you will receive an email confirming your subscription. This email will include a link to the subscription section in your account where you can manage your future orders, subscription items, and subscription details

Your subscription orders will be placed automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 10 days before each subscription order. You will also receive email notifications regarding other important information related to your subscription order, including when your item is discontinued or out of stock, if you cancel your subscription, and confirmation when an order is placed successfully.

Subscriptions are easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the subscription section in your account.

Please allow up to 48 hours for modifications or cancellations to be processed.

To change your next order date, please visit the subscription section of your account and click the ‘Change Date’ button to the right of the next order date then select a new date for your order. This will change the order date for the entire order and your next order will be the subscription frequency from the new order date. If a subscription order contains multiple items and you would only like to change the order date of a single item, please visit the subscription section and select 'Pause'. When the calendar pops up, change the date you would like to have an order for those items placed.

To skip a subscription order, visit the subscription section in your account and click the ‘Skip Delivery’ button to the right of the upcoming order date.

To modify the delivery frequency for a subscription item, please visit the subscription section of your account. To change the delivery frequency for an individual subscription item, simply click the frequency dropdown next to the subscription item that you would like to modify and select your next desired frequency from the dropdown menu.

To cancel a subscription item, please visit the subscription section within your account and click the cancel subscription link to the right of the subscription details. You’ll be prompted to confirm this action and indicate your reason for canceling. Once you’ve selected a cancel reason and clicked the ‘Cancel Subscription’ button, your subscription will be canceled and no future orders will be placed. You will receive an email notification confirming this action.

Please allow up to 48 hours for any modifications or cancellations to be processed.

To review or modify your subscription, visit the subscription section of your account. You can change your shipping address for an individual order or at the subscription item level, which is the default option and will affect all future orders.

To change your shipping address for an order, please visit the subscription section of your account and click the ‘Edit’ link located directly under the current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all subscriptions and future orders unless otherwise noted.

Please remember to press OK and verify that your updated information has been saved successfully. We kindly ask that you allow up to 48 hours for modifications or cancellations to be processed.

You can view your future orders by visiting the subscription section of your account. All orders are displayed on this page and are split out by date.

Subscription items that have the same order date, shipping address, billing address, and payment method will ship as one order. If you have more than one subscription item and want the items to ship in the same order, visit the subscription section of your account and change the next order dates to be the same. If they do not combine, confirm the orders are going to the same shipping address and have the same billing address and payment method.

Yes, to do so, you must be logged into your account. Visit the item’s page you wish to add to your order and find the ‘Add To Next Auto Delivery’ button. When you click this button, you will have the option to add the item as one time only or as a subscription. 

All subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal and Klarna cannot be accepted.

Unfortunately, you cannot order the same product as both a subscription and one-time delivery within the same order. If you would like the product as both a subscription and one-time delivery, please create two separate orders.

Klarna is the smooothest & safest way to get what you want today, and pay over time.

Pay in 4 allows you to split your purchase into 4 interest-free payments, paid every 2 weeks. Once your items are in your cart, just choose Klarna at checkout. The first payment will be taken from your credit card, debit card or bank account when your order is shipped. The remaining three payments will be automatically charged every 2 weeks afterwards.

To be eligible to use Klarna, you must:

• Be a resident of the United States or its territories
• Be at least 18
• Have a valid card/bank account
• Have a positive credit history
• Be able to receive verification codes via text

Klarna currently accepts most debit and credit cards (i.e., Mastercard, Visa, Discover, American Express), as well as checking accounts for ACH payments. Please note, prepaid cards are not accepted.

Klarna is currently available nationwide, except for New Mexico, Hawaii and US Territories (excluding Puerto Rico).

No, you do not need to pay for items that you did not order, are faulty, or broken. Please contact the store to let them know you received the wrong order and follow their instructions. Then, let Klarna know which items you have an issue with:

• In the Klarna app, go to Orders and select the order you want to cancel
• Tap Report a problem or More and then Report a problem
• Select the option that suits you best and follow the instruction to pause your payments

By doing this, your payment plan will be paused until you’ve resolved the issue with the store. You can check the status of your reported problem on the details page of your purchase in the Klarna app.

Follow the store’s return instructions. Then, let Klarna know which items you have returned by reporting a return:

• In the Klarna app, go to Orders
• Select the purchase, or the items, you wish to return
• Tap Report return

Heads up, if you later wish to return more items than you initially reported in the app, be sure to let the store know so your order details can be updated.

Klarna will send an email confirmation for all completed payments. You can also call or live chat with Klarna’s customer service agents 24/7 to confirm payment.

Yes. If you want to pay the next payment or full balance of your payment plan early, simply log into the Klarna app, go to the “Purchases” tab, and select “Payment Options.”

Klarna will email you if your payment is unsuccessful, and try one or more times to collect it. If they can’t collect it, it will be added to your next payment along with a late fee of up to $7.00. The aggregate sum of your late fees will never exceed 25% of your order value at the time of purchase.

Your credit score will not be impacted when you use Klarna payment products.

Don’t see your question here? Check out Klarna’s full FAQ page. You can reach Klarna anytime at https://www.klarna.com/us/customer-service/ or by downloading the Klarna app.