Frequently Asked Questions
Q. Your ingredient listing has substances that sound like chemicals. Aren’t chemicals harmful?
A. Every substance in the world is a chemical and, as such, can be meticulously described in scientific parlance by a chemical name - even water can be known as dihydrogen monoxide, which is actually the chemical term for H2O. The iS Clinical product line is unique in that it uses ingredients of only the highest quality and purity. Our raw materials are botanically based and pharmaceutical grade, and do not contain fillers, toxic metals, or impurities. They meet the criteria of their biochemical C of A (Certificate of Analysis) at our production facility.
Q. Are your products hypoallergenic?
A. As with other products termed “hypoallergenic,” ours contain no unnecessary fragrances, chemical preservatives, or other chemicals. Furthermore, we use pharmaceutical-grade raw materials (this is an extremely important distinction), free of impurities and “stowaway” compounds. However, because our products contain many botanical and “active” ingredients, it is possible for occasional sensitivities to the products to develop – the only way to avoid this is to create inert products, which would do nothing beneficial for the skin. That being said, we very rarely see allergic reactions to our products and are always careful to avoid known irritants in our formulations. If you are concerned about potential sensitivities to our products, please consult with a physician or skincare professional and patch test the product before applying to the face.
Q. Are the ingredients used in iS Clinical products certified organic. If not, why?
A.The products are not certified organic, although the company buys organic whenever possible. It is not always possible to buy every ingredient as fully organic-certified, as this involves certifications on many levels in different countries and with various agencies. It is not always possible in a practical sense. Furthermore, iS Clinical products are designed to contain ingredients that are botanically-based, i.e. from plants.
Q. Is it advisable to switch suddenly or gradually from a different product line to yours?
A. A sudden change is just fine, based on skin condition needs or seasonal changes. However, if you have a history of sensitivity, patch testing of our products is recommended. We recommend a seasonal skincare consultation and treatment plan with a skincare professional to best meet the skin’s changing needs and perhaps the clients' lifestyles.
Q. Can you use iS Clinical skincare while pregnant or nursing?
A. All of our retail products are non-systemic and considered safe for use during pregnancy and nursing. Though we always recommend consulting with your physician or skincare professional.
Q. Do you test on animals or use animal products in your product?
A. iS Clinical products are not tested on animals. Except for ethically sourced honey, no animal-derived ingredients are used in iS Clinical products.
Q. Can I order product through your website?
A. You may place an order online at any time.
- Create an account or log in
- Select iS Clinical products and ADD TO CART
- Click PROCEED TO CHECKOUT
- Select a Shipping Method
- Provide your credit card and shipping information
- Click Place Order
- iS Clinical will process payment in full, email order confirmation, and ship directly to you
Order processing occurs during regular business hours Monday through Friday, 8 am to 5 pm PT; in the order, they are received and may take up to two business days to complete. All orders received after 12 pm PT on weekends and holidays will begin processing the next business day. iS Clinical recognized holidays are: New Year’s Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, and Christmas.
Q. What are your order restrictions?
A. Orders placed through iS Clinical are limited to 3 units per product. Once an order has been submitted it cannot be modified or canceled. See the Returns Policy section for more information.
Q. Can I view my previous orders?
A. At checkout, you will Create an Account on the iS Clinical site, which will save your Order History, Shipping Address, and Payment Information for future reference. You can view orders placed through the iS Clinical site any time by logging in to your account and clicking on Order History.
Q. What is your payment process?
A. The iS Clinical order will be charged in full to your credit card upon checkout. The charge will appear on your statement as iS Clinical.
Q. What payment methods do you accept?
A. The iS Clinical site accepts Visa, MasterCard, American Express, and Discover. Additional information may be required to verify payment. Credit card information entered on this site is secure and safe. All orders placed on this website are encrypted for security and protection and are PCI compliant.
Q. Do you charge sales tax?
A. All orders shipped from the iS Clinical site will be subject to sales tax, applicable in accordance with the tax code of the state and city from where the order was purchased.
Q. What is your shipping method and rate?
A. Please allow up to 2 business days for order processing and up to 5 business days for shipping. UPS delivers Monday-Friday.
Orders placed through the iS Clinical site ship to the Continental United States via UPS Ground for the following rates:
- Orders of $50-200 for a $9.95 shipping rate
- Orders over $200 receive complimentary UPS Ground shipping
Expedited shipping is available within the Continental U.S. for the following rates:
- UPS 2nd Day Air for $19.95
- UPS Overnight for $34.95
Orders shipping to Alaska, Hawaii, Puerto Rico, and U.S. Territories must ship via 2nd Day Air for the rate of $29.95.
Q. Do you ship internationally?
A. The iS Clinical site does not ship to APO/FPO, PO Boxes, or to international addresses at this time. Visit our Where To Buy map to find products outside of the US.
Q. Do you offer shipping confirmation and tracking?
A. After your order has shipped, you will receive a Shipping Confirmation email with tracking information so that you may check the status of the order at your convenience.
Q. Do you offer a recurring subscription program?
A. iS Clinical provides a Recurring Premium Subscription Program as a convenient way to get the skin products you want on a regular schedule. The following recurring time intervals are available:
- Every six weeks
- Every other month
To subscribe, select the recurring time interval option you would prefer on the product page. The subscription options appear on every product page allowing you to choose a different recurring time interval for each product you would like.
Please note by enrolling in the Recurring Premium Subscription Program; you authorize iS Clinical to automatically charge your credit card the order total for each product you have subscribed to receive in the recurring time interval you have selected for each product. This automatic process will continue until you cancel. Recurring Premium Subscriptions must be canceled one (1) day prior to the automatic recurring billing date to avoid being charged the recurring order total. Log on to the Website and go to My Account to manage subscriptions. Select My Subscriptions to make your updates.
We accept Visa, MasterCard, American Express and Discover as forms of payment for the Recurring Premium Subscription Program. If your payment method reaches its expiration date and you do not edit your credit card information or cancel your account, you authorize us to continue billing that credit card on file including extending the expiration date until we are notified by you or the credit card company that the account is no longer valid. We encourage you to regularly update your payment method information or cancel your account should you wish to discontinue your membership with us. Your credit card information will be securely stored for use on all future purchases.
If you have questions about managing your subscriptions, Customer Care Associates are available to assist you Monday through Friday from 8 am to 5 pm PT at 1-888-807-4447 option 1, or by email at email@example.com.
Q. What is Your return policy?
- A. All returned item(s) must have a Return Merchandise Authorization (RMA). Any returned items received without an RMA Number will not be accepted.
- All returned items must be returned within 30 days of the ship date.
- Item (s) that are defective, incorrect, or damaged in shipping must be reported within ten (10) business days of invoice date to be returned or exchanged and must be kept in the same condition for return.
- Exchanges will be processed and shipped within three (3) business days upon receipt of the returned product. Exchanges will not ship until the returned product has been received. Complimentary UPS Ground shipping will be provided for all returns and exchanges made within 30 days of the original invoice date, except for returns due to customer ordering error.
- Upon receipt, inspection, and approval of the item(s), returns for refund will be issued and processed according to your payment method.
How do I process a return?
- Login to your account
- Click on MY ACCOUNT on the top right
- Click on MY ORDERS
- Locate the order for the return
- Click Action, click RETURN
- Select the products to return
- Select a Reason, Item Condition, and choose Return or Exchange
- Scroll down to fill in any Additional Comments
- Click SUBMIT
- Upon approval, an RMA number will be assigned and you will receive an email notification
- View the status of your return request anytime under MY ACCOUNT > MY RETURNS
- Once your request is approved, you will have the option to PRINT PACKING SLIP and PRINT SHIPPING LABEL
If you have questions about returning an item, Customer Care Specialists are available to assist you Monday through Friday from 8 am to 5 pm PT at 1-888-807-4447 option 1, or by email at firstname.lastname@example.org.
What are your Terms and Conditions?
This Policy Summary serves as a general overview of the iS Clinical site. To read the complete Terms and Conditions, CLICK HERE.
Q. What are the benefits of a professional consultation?
A. A professional consultation allows you the opportunity to ask questions and receive feedback from a skilled professional. The professional will examine your skin to determine your Fitzpatrick scale, skin type, and skin condition. They will discuss your skin concerns and skincare goals to help you better understand which treatments and products are right for you. The professional consultation allows you to develop a plan for your skin, often involving a morning and evening recommended regimen and take-home products. Receiving advice and direction from a professional consultation will help you feel confident in your skin moving forward.
Q. What are the benefits of a professional treatment?
A. Professional facials and treatments are beneficial to the skin for several reasons. A professional treatment allows you to treat yourself to some extra relaxation and self-care. It may include therapeutic massage to the face, neck, and decolletage- giving often neglected areas some much-needed attention. It also helps to enhance your skincare routine beyond your at-home practice. The use of resurfacing devices like microdermabrasion or dermaplaning helps to further the exfoliation process. Extractions may be performed – which are done safely by a skilled professional to clean clogged pores. Anti-aging modalities may be used like microcurrent or high frequency to aid in the rejuvenation and anti-aging activity. Highly potent, pharmaceutical-grade ingredients may be safely used in your professional treatment that are otherwise unavailable for at-home use. A professional treatment helps you step up your skincare game to achieve your desired skincare results.
Q. When and how do I need a professional treatment?
A. Deciding when or how often to receive a professional treatment depends upon the individual and the desired outcome. It is typically recommended to receive a professional treatment every four to six weeks. If you have committed to a series of treatments, you may wish to be seen more often. Oftentimes, to achieve the best results for your skincare goals, seeing a professional for a treatment series is recommended for optimal outcomes. If you notice that your skin is dull or needs a boost in exfoliation, it may be time to schedule a professional treatment.
Q. Do I need to prep my skin in advance of a professional treatment?A. Some things you may want to consider before a professional treatment is discontinuing a prescription Retin –A or retinoid. Always consult with your doctor or skincare professional’s instruction on discontinuation of any products. Your professional may recommend using a specific topical product prior to a treatment in order to prep the skin for best results.
Q. How should I treat my skin after a professional treatment?
A. It’s important to hydrate and protect your skin post-treatment. Your skincare professional may recommend take-home products for you to prolong the wonderful effects of your service. Some treatments, if more invasive, may call for a more occlusive product that will protect the skin’s barrier from harmful environmental aggressors while it is healing. Other treatments will require less downtime, and you can carry on with your regimen as usual. Always follow the advice given by your doctor or skincare professional post-treatment.
Q. Where can I receive a professional service from an iS Clinical Partner?
A. Visit our Where To Buy map to find a partner near you!