Help & FAQs
How can we help?
If you have any questions or need help selecting a product, here are some frequently asked questions to get you started.
If nothing is to your fancy, please connect with us – we love to chat!
orders@skoah.com 
1 888 697 5624
Shipping
Order
Gift Cards
Returns & Exchanges
Online Booking
Products
Shipping
How much is shipping?
Free shipping on orders of $80+*!
*free shipping applies to orders within Canada and the US and is calculated after discounts.
| Standard Service (Canada & US) | Within 5-10 business days | $12.00 |
| Expedited Service (Canada & US) | Within 2 business days | $45.00 |
| International Shipping | Within 10 business days | $55.00 |
Where does skoah ship to?
Destinations may charge additional duties and taxes.
We ship to the following international destinations for $55: Australia, Austria, Bahamas, Barbados, Belgium, Belize, Bermuda, Brazil, Cayman Islands, Denmark, France, Hong Kong, Iceland, Ireland, Italy, Jamaica, Japan, Mexico, Monaco, Netherlands, New Zealand, Spain, Sweden, Switzerland, and United Kingdom.
If the country that you want to ship to is not on this list – please contact orders@skoah.com and we’ll see what arrangements we can make for you.
A signature may be required for shipments over $300.
Please note: all web orders are shipped out of our warehouse in Vancouver, Canada meaning international orders being shipped to countries outside of Canada may be subject to taxes, or customs duties and fees in accordance with rules and regulations set by the destination country; these import fees are not charged by skoah.
When will my order arrive?
Standard shipping (Canada & US) arrives between 5-10 business days. Express shipping (Canada & US) arrives within 2 business days. International shipping is about 10 business days.
Please note: If you live in a rural area or your order is being delivered to a PO box – it might take a little bit longer for your order to arrive.
I live by a store can I do an in-store pickup?
If you live near one of our stores, you may have the option to pick up your online purchase, the option will appear on the shipping page of your order process but is only available at select locations. If you have selected store pick up, you’ll receive a call when it’s ready. Please give us 1 to 2 business days to prepare your order. There may be a delay if the product is not in stock at that store.
When your order is packed and ready for pick up the store will give you a call.
How do I track my order?
Once your order has been processed and is ready to be shipped out from our warehouse in Vancouver – you’ll receive an email with the tracking number which will allow you to track your package. We use UPS and Canada Post for shipping.
Can’t find the email with the tracking number? Contact us at orders@skoah.com or 1 888 697 5624 and we’ll re-send the email.
Help! I didn’t receive my order!
Please contact orders@skoah.com or 1 888 697 5624 and we’ll sort it out!
I'm sending a gift, can you make it look pretty?
Of course! Just leave us a note in the “other comments” box on the Cart page and we’ll make sure the gift is wrapped up and ready to impress.
If you have special delivery instructions, please email us at orders@skoah.com and include your order number in the email. We will be happy to arrange overnight delivery or delivery with a singing telegram (if that’s your cup of tea).
Order
Shoot! I made a mistake with my order.
No problem! Email us with what you’d like to change and leave us with your phone number so we can call you back to confirm before we ship. If you’re adding items, we’ll also need your credit card number again since we don’t store payment information for your security!
Is it safe to shop at skoah.com?
Every transaction you make at skoah.com is secure. We use industry leading Secure Sockets Layer (SSL) software to process secure online transactions. Our SSL software encrypts all of your personal information, including your credit card number, name, and address, so it cannot be read as it travels through the Internet.
Can I use an in-store gift card on my online purchase?
Unfortunately only online e-gift kards work on online orders. If you have a gift card that was purchased in-store (a physical gift card), we can ring your order through over the phone. Give us a call at 1-888-697-5624 and we’d be more than happy to help.
Gift Cards
When can I expect my e-gift kard to arrive? How do I gift it?
Within 24 hours, your e-gift kard will be sent to the email you used for your purchase. You can then forward that to the recipient or print it out. They can use this online or in-store, but please allow 2 business days for the e-gift kard to be ready for in-store usage.
Can I order a physical gift card online? How long will it take?
You can order a physical gift card online by leaving a note on your cart screen with the address you’d like it sent to. Our standard shipping times apply, so it will take 5-10 business days to ship. If you need the gift card sooner, the quickest way is actually the e-gift kard!
The e-gift kard you receive in your email from your purchase will be deactivated if you choose to receive a physical gift card.
How do I check the balance of my gift card?
You can reach out to your local facial shop, email us at fitskin@skoah.com, or call us at 1-888-697-5624.
Can I use my gift card for online purchases?
You can use an e-gift kard to purchase products online, but we are unable to process physical gift cards. If you’d like to use a physical gift card to make an online purchase please call us at 1-888-697-5624, or email us at orders@skoah.com.
For online booking, you do not need to enter any gift card numbers, please bring it to your appointment and it will be redeemed then.
Returns & Exchanges
Can I return my products?
At the end of the day, products should do what they say they will do. We stand behind our products and we have a 60 day product pledge.
No results in 60 days?
No hassles.
No hard feelings.
Just an exchange or your money back when you bring in your receipt. Product must be at least 80% full to be eligible for a return or exchange.
We love our products and we think you will too! BUT, if you are unhappy with the way your skin looks or feels any time within 60 days of your purchase, we will replace your products or refund your money (excluding shipping charges) – with a skoah smile. All you need to do is ship back the unused portion of the product, with proof of purchase or return through one of our stores.
All sale products, promotional products or chiiki munki make up products are final sale and may not be returned.
Yikes! I received the wrong product(s)!
Sorry about that! Please contact orders@skoah.com or 1 888 697 5624 and we’ll sort it out!
Online Booking
Is my booking account different from my account I use to shop at skoah.com?
Yes, your booking account is linked to your email that you’ve provided to us in-store, and will have you set a new password when you log in for the first time. This account is different than the one you use to shop online.
Why do I have to enter my credit card?
To reserve your spot, we do require a credit card for our cancellation policy. Please provide 24 hours of notice to change or cancel your appointment, otherwise this will result in a 50% charge of your service fee. This is not to charge you for your appointment, you can pay however you like once you’ve had your facial. You’ll only have to provide this information once per facial shop (unless you get a shiny, new credit card).
I can’t seem to see my membership discount?
Have no fear! If you have a membership and are booking online, your membership discount will be applied at your appointment.
I have a facial certificate / gift card, how do I use this to book?
Since we do not actually take payment until your appointment, you do not have to enter any code or gift card number online to book your appointment. Please book the regular priced facial you’d like to enjoy, and bring your certificate or gift card to your appointment and we’ll take care of the rest.
Products
What’s in your products?
skoah products blend the best of science and nature. We believe a skin care product must do what it says it will do. Our product line was created by listening to our customers, skin care trainers and coaches. The line grew from 5 products in 2002 to over 60 skin care products and growing. We’ve also created our own blend of 11 different plant extracts to calm and soothe the skin and to fight free radicals. We include this in almost every skoah product. Instead of inexpensive, heavy mineral oils, we use high-quality, highly-refined lipids and oils such as olive oil, shea butter and coconut oils. We also use sulphate-free cleansers in our face, body, and hair products. Finally, we preserve our products using paraben-free preservatives in minimal amounts – enough to keep your product safe, but without harming you.
Do you test on animals? And are your products vegan?
Never. We do not test on animals, and we’re also PETA certified. All of our products are vegan, the only exception being our lip dip which includes lanolin.
Are your products gluten-free? I’m allergic.
Yes ma’am. skoah products do not contain any wheat. They are considered gluten-free. Our products are only meant to penetrate and effect the upper layers of the epidermis and are also not meant to be ingested within the body, or to penetrate the deeper layers of the skin.
My skin is sensitive, will I react to skoah products?
You might, but most people who have sensitive skin have great success with our products because of the quality of our ingredients and because we use minimal amounts of irritants such as inexpensive fragrances, essential oils and alcohol. Of course you may have an allergy to one of our ingredients, but we try and use different ingredients in the same product category in order to offer options for people. We also have a 60 day product pledge to help you.
I see propylene glycol in some products – isn’t that antifreeze?
No, it is not antifreeze. Consider the word ‘oil’. In a salad you may choose pure virgin olive oil. In your car you would use crude oil or petroleum based oil. Clearly not the same source or the same oil, but both called oil.
We must, according to INCI guidelines list our plant based vegetable glycerin as propylene glycol. In past years we called it vegetable glycerine. Now it must be listed as propylene glycol.
Why are skoah product ingredient lists so long? Aren’t I supposed to use products with ingredients that I can pronounce?
skoah adheres to the stringent regulations implemented by Canadian authorities. This means that product ingredient lists must be written out using the full chemical name for each ingredient. This is called INCI (International Nomenclature of Cosmetic Ingredients). So, long ingredient lists generally mean that the cosmetic company is using approved formulas and is following these guidelines.
As a simple example, vitamin e must be written as disodium lauriminodipropionate tocopheryl phosphates… sounds long and scary, but natural and safe. Another example: propylene glycol alginate. Translation: sea kelp algae.
We feel that properly listing ingredients is our responsibility. We also feel that companies that don’t list products this way may be omitting some of their ingredients or could be in noncompliance. All product ingredient lists must be approved by Canadian authorities to be safe and only those listed according to INCI guidelines are approved.
Why is a toner important?
A toner has a few different purposes. The first reason is to balance your skin’s pH level. Water will unbalance your pH.
If your skin is acidic, you will likely experience breakouts. If it is alkaline you may have flakiness.
We also have a toner that helps control oil production called turbo tonik, and another that exfoliates your skin called glow tonik.
Do you have fragrance-free products?
kontrol serum, kream kleanser and skin quench serum are all fragrance free
Our other products contain either essential oils or high quality fragrance oils. In general, irritation due to fragrance is often due to poor quality fragrances, or high concentrations of fragrance in the product. skoah uses a very minimal amount in order to add to the product experience but not cause irritation.