Frequently Asked Questions

Answers about shipping, returns, products and contacting ZENMED. Still have a question? Email info@zenmed.com.

Shipping

How fast do orders ship?

Orders usually ship within 24-48 hours of being placed, as long as the items are in stock. Orders are processed Monday to Friday, excluding major holidays; orders placed on a weekend or holiday ship the next business day. A tracking number is emailed automatically when your order ships. All orders ship from ZENMED's warehouse in Phoenix, Arizona, USA.

How much is US shipping, and how long does it take?

US orders, including US territories and APO addresses, ship by USPS for a flat $6.95 USD. Shipping is free on US orders of $75 USD or more. Delivery within the US normally takes 2-7 days. No duties or taxes are due on delivery.

Do you ship to Canada? How much does it cost?

Yes. Canadian orders ship by DHL Express for $22 CAD, with no duties, taxes or fees to pay at the door. Shipping is free on Canadian orders of $150 CAD or more.

Do you ship internationally?

Yes, ZENMED ships to most countries. Shipping to the UK, Ireland, much of Europe (including France, Germany, Italy, Spain, the Netherlands, the Nordic countries, Switzerland and Poland), Australia, New Zealand, Mexico, Central America and the Caribbean is a flat $30 USD, and free on orders of $150 USD or more. Most other countries are a flat $30 USD; some have their own rate, for example India ($35 USD) and the United Arab Emirates ($60 USD). The exact rate is shown at checkout. International delivery usually takes 10-14 business days to major centres, and up to 21 days to remote areas.

Will I pay customs duties or taxes on an international order?

For orders shipped outside the USA and Canada, any import duties, taxes or brokerage fees charged by your country are your responsibility. ZENMED sends most parcels by post to help keep brokerage charges down, but can't guarantee that no tax will be charged. If you refuse a parcel after it reaches your country, the shipping fee isn't refunded, and a 10% restocking fee plus any return shipping costs apply. Canadian orders ship by DHL Express with no duties, taxes or fees due at the door.

Returns

What is your return policy?

ZENMED offers a 60-day money-back "People Pleaser Guarantee". If you aren't satisfied for any reason, you can return your purchase for a refund, minus shipping. ZENMED must receive the return within 60 days of the shipment date. Bottles must be returned, used or unused, to receive the refund. Partial returns are fine: keep what you like, and you'll be refunded only for what you send back. Packages received after the 60-day period aren't refunded.

How do I return something?

Before you send anything back, please email customer service at info@zenmed.com, which is the fastest option. You can also call 7am to 4pm Pacific time: toll-free in the USA and Canada on 1-888-749-4998, worldwide on (+1) 250-800-2723, or UK Freephone (+44) 800-808-5334. Send returns by regular mail, not UPS or other couriers, which can add fees and delays. Customers outside the USA and Canada should email first for return instructions.

Products and skin types

Are ZENMED products suitable for sensitive and rosacea-prone skin?

Many ZENMED products are made for sensitive, redness-prone and rosacea-prone skin, including the Skin Support System (dry-skin and oily-skin versions); Gentle Cleansing Cream, which is vegetable-based with a bioidentical pH and no dyes or fragrances; Skin Support Moisturizer (formerly called Support Serum); Rosehip + Licorice Redness Relief Moisturizer; two sunscreens for sensitive skin, Oil-Free Moisturizer with SPF 30 and Solar Defense Lotion SPF 50; and the UltraFREE line, made without scents or dyes for hypersensitive skin. Each product page lists the skin types it's for and its full ingredient list. Everyone's skin is different, and ZENMED products are cosmetics, not intended to diagnose, treat, cure or prevent any disease. If you have a medical skin condition, check with your doctor. For a personal recommendation, use the free Ask an Expert form at zenmed.com/pages/ask-an-expert.

What's the difference between the Skin Support System for dry skin and for oily skin?

The dry-skin system comes with Gentle Cleansing Cream, a cream-based cleanser for drier or combination skin. It also suits skin that gets flaky, or that stings or reddens right after cleansing, and it doesn't clog pores. The oily-skin system is for normal to oily skin and helps balance oil levels without over-drying. With dry skin, ZENMED recommends adding a moisturizer such as AVT Cream or Omegaceramide+ Recovery Moisturizer. For oilier skin, Oil-Free Day Lotion works well.

What is ZENMED's ingredient philosophy?

ZENMED was founded in 1999 as "an alternative to the prescription pad": performance-focused, naturally based skincare designed to give fast, effective results. Products are made in small batches for freshness and potency, every jar, bottle or tube has been handled by a person, and nothing is mass-produced. Every product page shows the full ingredient list, and the Ingredient Glossary at zenmed.com/pages/ingredients-database explains the common ingredients in plain English and which products contain them. Ingredient lists are updated from time to time, so the list on the packaging is the final reference.

Do you offer samples or travel sizes?

ZENMED doesn't offer samples. Every order is covered by the 60-day money-back "People Pleaser Guarantee", so you can try a full-size product and return it for a refund (minus shipping) if it isn't right for you.

Can you help me choose products for my skin?

Yes. Fill in the free Ask an Expert Skin Solver form at zenmed.com/pages/ask-an-expert. ZENMED's on-staff esthetician and product expert will email you a personal product recommendation, and your answers are kept 100% confidential. You can also email info@zenmed.com.

Gift cards

Do you sell gift cards?

Yes. ZENMED digital gift cards come in $25, $50 and $100 USD. They're delivered by email with instructions to redeem them at checkout. There are no extra processing fees and no expiry date. Gift cards are non-refundable.

Contact and company

How do I contact ZENMED customer service?

Email info@zenmed.com, the fastest option; emails are answered during business hours, and please include your order number for order questions. Phone, 7am to 4pm Pacific time: toll-free in the USA and Canada 1-888-749-4998; worldwide (+1) 250-800-2723; UK Freephone (+44) 800-808-5334.

Where is ZENMED based?

ZENMED's business address is 7404 King George Blvd, Suite 200, Surrey, BC V3W 1N6, Canada. Orders ship from its warehouse in Phoenix, Arizona, USA. Prices are in US dollars.

Can I buy ZENMED in a store, or become a stockist?

Use the store locator at zenmed.com/pages/store-locator to find retailers. Stores that want to carry ZENMED can apply through the dealer form at zenmed.com/pages/dealer-form.