Shipping and Returns Policy
Shipping Policy
Turnaround
In-stock items are shipped for free via USPS Priority Mail and are normally packed and shipped within 24-48 hours (excluding Sundays and Holidays); however, stock availability, post office closures, inclement weather, and peak seasonal times may cause slight delays in your shipment. Multiple orders with the same delivery address may be combined for shipping. By ordering from www.toskaspa.com you acknowledge and accept that your package will be shipped via your selected option at checkout (due to price differences in the various shipping methods, we are unable to change your selected shipping option once an order has been placed). Please note: We cannot guarantee specific delivery dates, once we hand over a package to the carrier it is out of our control.
Note: You may experience slightly longer than typical order processing and delivery times due to incidents beyond our control. For more information, you may view the latest alerts on the carrier’s website:
Out of stock items
Sometimes a product may be out of stock or temporarily unavailable from the manufacturer or our distributor, but we do want to ensure you receive the products you want and need. If you are interested in a product that is currently out of stock on our site, please subscribe to the notifications for that product. We will let you know as soon as it is available for purchase. Some products may take considerably longer (up to several months) to restock depending on availability from the manufacturer.
Courtesy Samples
Please keep in mind that any samples we include with your order are complimentary with purchase and are subject to availability. We make no guarantee that you will receive a specific type or quantity of samples with your order. While we make every effort to accommodate requests, we may not always have the requested sample available and/or it may not exist. In order to maintain authenticity and protect our customers, we do not “make” or “re-package” our own samples. All complimentary samples are provided in original manufacturer packaging with appropriate product labels (as required by the Food and Drug Administration: Fair Packaging and Labeling Act) and have been hand-picked to complement your purchase. Please note that there are no samples available for serums, if you would like to try a serum we recommend purchasing the smaller travel size.
Order Tracking
All orders are shipped with a tracking number. You will receive email notifications with information about your shipment after it has been packed and assigned a tracking number from the carrier. Please ensure to configure your email to accept messages about your order from our website: (www.toskaspa.com)(tracking@shipstation.com), some email platforms may block and/or forward our emails to your SPAM or Junk folder.
You may check the link provided in your email for further tracking information to determine where your package is and when it is expected to arrive. All packages are shipped with insurance and some may require signature for delivery. If you are unable to be available for delivery of a package requiring signature confirmation, you may be able to pick it up at your carrier’s local office within a certain number of days before it is returned to us as “unclaimed”. Unfortunately, we can not refund our shipping costs for returned packages- the cost of shipping (original and return) will be deducted from any refund or credit you may receive. For more questions about the status of your order, please email information@toskaspa.com.
Note: Please ensure to check the tracking estimated delivery times to ensure someone is able to receive your package. If no one will be available on the day your package is expected to arrive, you may be able to request a hold on the package and pick it up in person at your local USPS, UPS or FedEx Office. Packages which have been marked “Delivered” and do not have a signature upon receipt are not eligible for replacement or refund. If your package is missing and you believe your package has been stolen or delivered to the wrong address, you must contact the carrier’s local office directly.
Missing Packages
You will receive an email confirming delivery of your package. If you have received a delivery confirmation email and you have not received your package, you should immediately contact your local USPS, UPS or FedEx office with your tracking number or attempt to speak directly with your delivery person. Occasionally, packages may be incorrectly scanned by the carrier and are typically delivered within a day or two. Please note that USPS cannot initiate a search for a missing package until 7 days after the ship date. If your package has been lost, stolen, or misplaced once delivery has been confirmed, it is the responsibility of the customer to track or file a claim with the carrier. We will provide any information needed in the event you need to file a claim. Please see the following link to file a missing package claim (USPS):
https://www.usps.com/help/missing-mail.htm
Please note: If you have a community accessible mail deposit or are unsure if your delivery location is secure, please select “Signature Confirmation” on the Cart page or contact your local carrier with your tracking number prior to delivery. You can request that they hold your package for pickup (this can usually be arranged online). We cannot guarantee delivery for packages deposited in publicly accessible locations.
Missing Items
We work very hard to ensure your order is timely and accurate. If you have received a package that you believe is missing an item, you must contact our store within three business days upon receipt of the package, determined by the delivery date associated with your tracking number. We want to be certain that you receive the items you purchased.
Shipping Rates
Currently, we offer FREE USPS Priority Mail (usually 2-3 day) shipping on all products. Please ensure you provide a valid USPS mailing address, shipments returned to us for non-deliverable addresses, non-acceptance, or failure to provide signature will be refunded upon return (minus our shipping costs). Alternate shipping methods may be available to you at checkout for a nominal cost.
International Shipping
We’re sorry, but www.toskaspa.com only ships to destinations in the United States and cannot be held liable for shipments redirected to an alternate destination by the customer. Due to varying laws concerning the sale of skincare products in other countries, Biologique Recherche products are not permitted to be shipped outside the United States by any US retailer. Upon request, we can refer you to an authorized Biologique Recherche dealer in your country. TES Operating LLC reserves the right to suspend any user account attempting to circumvent this policy.
Returns, Refunds and Exchanges Policy
At this time, www.toskaspa.com does not offer refunds for returned items. However, we understand that you may wish to exchange something you hadn’t intended to purchase. An item may be returned for exchange or store credit by the original purchaser within 5 calendar days from the date it was delivered. To be eligible for exchange, your item must be unused, unopened, unbroken seal, and in the same condition that you received it. All items are inspected upon receipt and TES Operating LLC reserves the right to decline exchanges that do not meet eligibility. Due to hygiene reasons, we cannot refund, replace, or accept for return any item that has been opened, used, sampled or “accidentally spilled” after opening. For defective products, please see below.
Please note: we are unable to offer exchanges or refunds for products due to skin irritation. TES Operating LLC is not responsible for the misuse or incorrect application of products sold on this site. It is not possible to verify (except through extensive testing by a certified dermatologist or medical expert) that a specific product or combination of products purchased from www.toskaspa.com has caused a negative skin reaction, particularly when used in conjunction with other skincare brands or products that have been known to cause irritation to the skin (e.g. retinols, creams, lotions, serums, exfoliants, cleansers, etc.). In the rare instance you believe you’ve had an allergic reaction to a product, please discontinue use of the product immediately and seek advice from a medical dermatologist.
How To Return An Item
Please email information@toskaspa.com to request a return for exchange or store credit. Please mention your invoice number and state your reason for return. For damaged or leaking items, please see below. If your product has been authorized for return, we will send you a prepaid shipping label to send the item(s) back in the original shipping box. You will have five (5) business days to ship the item(s) back to us. Please include the packing slip with your return. Returns without a packing slip may take longer to process. Authorized returns that are not shipped within five days of receipt of a Return Shipping Label will be cancelled.
Shipping and Restocking Fee
Our shipping costs are non-refundable and all items are subject to a 20% restocking fee, this will be deducted from your credit.
Refunds and exchanges
At this time, www.toskaspa.com does not offer refunds for returned items. You may be eligible for a full or partial store credit for your return, provided the item is unused, unopened, unbroken seal, and in the same condition that you received it.
Damaged Packages
While we make every effort to package our orders to arrive safely, every so often a package may be damaged by the carrier. If you receive a package that has been damaged in shipping, please email information@toskaspa.com immediately upon of receipt of your package. Do Not Open the package! Once you have opened the package we have no way to verify if an item was lost/damaged during shipment or after the package was delivered and therefore cannot make a determination to process a refund or replacement. For packages that have been damaged in transit, USPS will typically bag it and/or include a note that the package has been damaged. Please note that we are unable to process a claim, refund, or replacement without this notice. If your package is damaged and is missing the notice, do not open the package, instead, you must take it to your local post office and/or ask your mail carrier to issue a notice that the package was delivered damaged. Again, without the notice from USPS that a package was delivered damaged, we are unable to process claims, refunds, or replacements.
Damaged, Defective or Leaking Products
All products are shipped in the exact same condition as received from the manufacturer. We do not open, test, or otherwise sample any products that are available for retail sale. Please email information@toskaspa.com within three days of receipt of your package if you have received a damaged or defective product. Please provide a detailed description and pictures of the damaged/defective item. Items which are returned and found to be in perfect condition upon inspection (i.e. not defective) will not be eligible for replacement or refund. Please note: a small amount of leakage around the cap area from certain products may be visible after shipment, this is usually normal (spillover from the filling process often times gets trapped in the cap or lid). If you wish to exchange a leaking product, the foil seal on the cap MUST remain unbroken and intact, we will not accept products that have had the seals broken or removed.
Incorrect Products
We want to ensure you receive the correct products. While extremely rare, mistakes can happen and it is possible the wrong item may be shipped with your order. If you have received an incorrect product, you may return it to www.toskaspa.com to exchange for the correct item. Please email information@toskaspa.com within three days of receipt of your package to arrange for an exchange. Please provide a detailed description and a picture of the item received, including the packing slip. Once your exchange is approved, we will send you a return mailing label. The correct product will be shipped as soon as we have confirmed receipt of the return.