Frequently Asked Questions

Ordering & Shipping

How do I view my pricing?

a. Dealer pricing is displayed on each product page when logged into your account.


How do I place an order?
a. Existing dealers can place an order by: emailing orders@skil-care.com, calling customer
service at (800) 431-2972 or faxing to (914) 963-2567. We also accept EDI transmissions.

b. For consumers, visit our dealer page on the menu bar above to initiate a dealer search. Choose a dealer and contact them directly to place your order.


Order confirmations?

a. Upon submitting an order, an order confirmation will automatically be emailed to the registered address on file if you have enrolled in email confirmations.

b. For non participants, orders received via email will receive email confirmation; orders received via fax will receive fax confirmations; and EDI orders will receive EDI confirmations.


Shipping notifications?

a. When an order ships, a shipment notification will automatically be emailed to the registered address on file if you have enrolled in email notifications. For non participants, contact customer service to discuss available notification options.


When will my order ship?

a. Most orders are shippped within 3 – 5 business days.


Sales tax?

a. New York State sales tax is charged on local tax percentages determined by the location receiving the merchandise unless we received a validated copy of a New York State exemption or resale certificate. Shipments outside of New York are not charged sales tax.


Shipping charges?

a. Parcel charges will apply to all ground and air shipments and will be calculated at time of shipment.
All shipping charges and risk of loss are F.O.B. Seller’s plant.


Payment method and terms of sale?

a. Terms of sales are defined upon setting up a new account.


How can I track my package?

a. You can find tracking information on your invoice or when viewing invoices on the
Skil-Care website under the “my account” section.

b.Tracking numbers are also included in automatic shipment notifications when enrolled in email notifications. If you are unable to access your tracking number, please contact
Customer Service.


How can I get a copy of my invoice?

a. If you have a username and password you can log into the Skil-Care website and access the account section to view orders and their corresponding invoices. The feature allows you to reprint your invoices. If you are unable to access your account, please contact Customer Service.


How do I find retail pricing for your products?

a. Retail pricing is left to the discretion of the dealer.


Returns & Damaged Goods

Missing or wrong items?

a. If your shipment is missing an item or you have incorrectly received the wrong item,
please contact Customer Service as soon as possible, preferably within 5 days of receipt.


What is the return procedure?

a. Before returning any product, Call Customer Service at 1-800-431-2972, Monday through Friday from 9:00 a.m.-5:00 p.m. EST. and the representative will gather your information including: weight of package, box dimensions and location of sender. You will be issued a return authorization number (RA number). Write the number on the outside of the carton and follow the verbal instruction for returning your item.


What is your return policy?
– All returns must have an RA number (returned authorization number).
– Full credit will be allowed for returns of defective merchandise within the warranty period.
– Full credit will be allowed for return of items shipped in error by Skil-Care if the item is
returned within 90 days of receipt.
– All other authorized returns will be subject to a 20% restocking charge.
– All returns must be in original packaging and be received in a new and resalable condition.
– There may be additional charges if repacking of the merchandise is required.
– No return for non warranty items will be accepted after 90 days elapse.

Login User Name and Password

How do I create an account?

a. Your account will be set up after you have been approved for becoming a new dealer.
To become a dealer, visit the “Dealer” section on the top menu bar and follow the steps on “Become a Dealer” to start the process.


How do I log into “my account”?

a. You can access the login screen either by clicking “LOGIN” on the menu bar above or by going through “Dealer” page and LOGIN.


What is my username?
a. Your username is your Skil-Care customer number


What is my password?

a. Your username is set by Skil-Care and can not be changed. If you forgot your username and/or password, click on “lost your password” and the designated email on file will receive an email with the username and password.


Can I change my Password?

a. You have the ability to change your password through the profile management when you are logged into your account.


I am having trouble logging in?

a. If you are having trouble logging in, click on “Forgot Password” and the designated email on file will receive an email with the customer number and password. If you continue to have trouble contact customer service at 1-800-431-2972 or email customerservice@skil-care.com


How do I return to my account after leaving the section?

a. When you are logged into your account a button called “my account” will be visible in the top left corner of the site. You can click “My Account” at any time and it will return you to the
My Account Dashboard.


How do I log out of my account?

a. You can log out by clicking “Log Out” on the top menu.


How do I update my email?

a. You can update your email address through profile management when you are logged
into your account.


How do I view my order history?

a. You can view your order history by clicking on the closed orders menu when logged into the
“my account” section.


How do I view open invoices?

a. You can view your open invoices by clicking on the open invoice menu when logged into the
“my account” section.


Graphics and Catalog

How can I get product photos and descriptions?

a. You can obtain both of them by emailing Skil-Care’s Art Director, Justin Denenberg at jdenenberg@skil-care.com. Please provide a list of products and a mailing address
if you prefer a CD copy.


How can I receive a digital copy of the Skil-Care Product Catalog?

a.You can download the catalog through skil-care.com homepage by clicking on the catalog image.
b. For a hard copy version, click “Request a Catalog” through the Customer Service Menu Bar.


Who do I speak to about advertising and marketing materials?

a. Please contact Skil-Care’s Art Director, Justin Denenberg at 1-800-431-2972 ext 223 or
email jdenenberg@skil-care.com.


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