Contact information

Last Updated: Jan 2026

At Shia Skin Care, we value clear and timely communication. This policy outlines how you can contact us, when you can expect a response, and our guidelines for productive interactions. Our goal is to resolve your inquiries efficiently and professionally.

1. Official Contact Channels

To ensure your request is handled promptly and logged correctly, please contact us only through our official channels:

  • Primary Email: orders@shiaskin.com
    (This is the fastest and most reliable method for all inquiries.)

  • Mail (Physical Correspondence):
    SHIA SKIN CARE INC
    5665 WILSHIRE BLVD, STE #1010, LOS ANGELES, CA 90036

We do not offer customer support via social media direct messages, SMS/text messages, or personal phone calls. Inquiries sent to non-official channels may not be received or answered.

2. Types of Inquiries & Where to Direct Them

For the fastest resolution, please direct your message to the appropriate subject line or form field:

  • Order Status, Shipping & Delivery: Use "[Order Question]" or select "Shipping" in our contact form. Please have your order number ready.

  • Returns, Exchanges, & Refunds: Use "[Return Request]" or select "Returns" in our contact form. Please refer to our [Return Policy] first.

  • Product Questions & Sizing: Use "[Product Help]" or select "General Inquiry."

  • Subscription Changes or Cancellations: Use "[Subscription Help]". You can also manage your subscription directly from your account dashboard or via the link in your order confirmation email.

  • Wholesale, Partnerships, or Press: Use "[Business Inquiry]".

  • Website Feedback & Technical Issues: Use "[Website Help]".

3. Expected Response Times

We strive to respond to all customer inquiries in a timely manner. Our standard response times are:

  • Email & Contact Form: Within 1-2 business days (Monday-Friday, 9 AM - 5 PM PST, excluding major holidays).

  • Phone (if applicable): Calls will be returned within 1 business day if a voicemail is left.

  • Physical Mail: Please allow 5-7 business days for us to receive and process your correspondence, plus our standard response time.

Note: Response times may be longer during peak sale periods, holidays, or promotional events. We appreciate your patience.

4. Information Required for Assistance

To help us serve you quickly, please always include the following in your initial message:

  • Your full name.

  • Your order number (for order-related issues).

  • The email address used to place the order.

  • A clear and concise description of your question or issue.

5. Policy on Abusive or Harassing Communication

We are committed to providing a respectful environment for both our customers and our team. We reserve the right to:

  • Limit or terminate communication with any individual who engages in abusive, harassing, threatening, or excessively profane language.

  • Refuse service to any individual who demonstrates a pattern of unreasonable demands or communication that consumes a disproportionate amount of staff time, hindering our ability to serve other customers.

6. Dispute Resolution & Chargebacks

IMPORTANT: If you have an issue with a charge on your statement, you must contact us directly to resolve it before initiating a chargeback with your bank or payment provider.

  • Filing a chargeback without first contacting us to seek a resolution is a violation of our [Terms of Service] and will result in the immediate cancellation of any subscriptions and a potential ban from future purchases.

  • We actively dispute illegitimate chargebacks with evidence of delivery, authorization, and purchase history.

7. Frequently Asked Questions (FAQ)

Many common questions are answered instantly in our [FAQ Page] and [Shipping Policy]. Please check these resources before contacting us.

8. Policy Updates

We may update this Contact Information Policy periodically. The "Last Updated" date at the top of this page will reflect the most recent changes.

Summary: For the quickest help, please email us at orders@shiaskin.com with your order details and a clear description of your inquiry. We look forward to assisting you!