FAQ
Frequently Asked Questions
For all order and product related questions, please contact the ZO® Customer Service department at:
888.893.1375
Monday-Friday, 8am-5pm Pacific Time
Q: How do I purchase ZO® products?
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.
Q: Do I need a Physician Code to purchase ZO® Medical products?
No, ZO® Medical products are now available for purchase without a Physician code. Please note, ZO® Medical products are multi-therapy solutions for treating a wide range of medical skin conditions. It is highly recommended that you consult with a medical professional if you have any questions or concerns about using these products.
Tips to Enhance your ZO ® Treatment Program:
- If stronger anticipated reaction occurs, use fewer pumps or decrease frequency of use. As skin becomes stronger and more tolerant, less anticipated reactions will occur.
- More reaction may be anticipated around eyes, mouth, neck and chest. To reduce the reaction, use smaller amounts of product, decrease the frequency of application and apply a recommended hydration and calming product.
- Application of less product will result in less anticipated skin reaction, but slower repair.
- Remember: Results and comfort do not necessarily go hand-in-hand.
- It takes 2-6 weeks for transformation to begin, and 5 months of daily use for maximum results.
Q: How do I purchase ZO® Medical prescription products?
ZO® Medical products that require a prescription can only be purchased through a physician. These products include MELAMIN™, MELAMIX™ and Tretinoin. To find a physician near you, please visit zoskinhealth.com/patients/find-physician.
Q: What if I am an international customer?
Please visit the International Distributors page and select your country to locate ZO® Skin Health and ZO® Medical products through our International Distributors.
Q: What if I have an adverse reaction to ZO® products?
Please report any adverse or serious reactions to:
ZO Skin Health, Inc.
5 Technology Drive
Irvine, CA 92618-2303
888-893-1375 (Monday-Friday 8am-5:00pm PST)
[email protected]
Q: How secure is my order information?
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.
Q: What is the ZO® return policy?
A 30-day money-back guarantee is offered on all ZO® products. Please make sure the product is returned within 30 days of the order date on the packing slip to ensure a refund (excludes shipping and handling charges).
To return or exchange product(s) you must obtain a Return Merchandise Authorization (RMA) number. Please contact our Distribution department at 866.926.2198, Monday–Friday, 9 a.m. – 5 p.m. (Pacific Time) to request a RMA number, or for further assistance with processing your return/exchange.
Q: How quickly will my order be processed?
Most orders are processed within 1-2 business days, provided the items are in stock and payment is verified. Please note:
- ZO® Skin Health, Inc. does not process orders during weekends or holidays
- All orders are charged sales tax if applicable
- ZO® Skin Health, Inc. does not accept gift cards of any kind
Q: What are my shipping options?
ZO® Skin Health Inc. ships via:
- UPS Ground – 1-5 business days*
- UPS 2nd Day Air – 2 business days*
- UPS Next Day Air – Delivery in 1 business day*
*All orders require a processing period of 1-2 business days before shipping. ZO® Skin Health, Inc. does not guarantee same-day shipping.
Q: What if I have additional questions?
For additional questions, please contact:
ZO Skin Health, Inc.
5 Technology Drive
Irvine, CA 92618-2302
888.893.1375 (Monday–Friday, 8 a.m. – 5 p.m. Pacific Time)
[email protected]