FAQ

Our Products

How long do Snow Fox products stay fresh after opening? 

Our products do not use synthetic preservatives; meaning that the scent and colour of your skincare might change approximately 3 months after opening. This is a harmless, natural process and you can still use the product for up to a year and a half. However, daily maintenance is the most important part of any skincare routine, so use within 3 months of opening to make the most of the active ingredients in the formula. 

What skin types are Snow Fox products suitable for?

We're suitable for all skin types, especially sensitive skin. For best results, choose products by skincare concerns. Skin conditions can change over time, so feel free to contact us if you have any questions. 

What are your best products for Sensitive Skin or Rosacea?

We specialize in Sensitive Skin, but there are countless variations in the category. Check out this pagfor help.

How do I start my Snow Fox skincare journey?

Welcome! A quick and easy way to try out our range is to check out our Sampler's Kit or Sheet Mask Discovery Set. Each of these provide a great discovery session at better prices so that you can figure out what works best with your skin. 

Are your products environmentally friendly?

Yes. As a company with a strict Earth First policy, we do what we can to ensure an eco-friendly existence. All of our packaging is made of sustainable, biodegradable or recyclable materials. We take an eco-conscious approach within our offices, at trade shows and more. We're also active in global community projects, working with animal shelters in Asia to rescue, rehabilitate and re-home cats, dogs and trafficked wildlife. 

Are your products tested on animals?

NEVER. We absolutely disagree with animal testing and do not sell in regions that may require it.

Our Brand

Values

Clean, Artisanal & Cruelty Free. 

What's Spa Monkeys?

It's our Parent company which owns Snow Fox Skincare. It's run by our founder Phoebe Song, who is creating multiple brands under the Spa Monkeys portfolio. You can read up on its origin here: www.spa-monkeys.com.

Where have I seen your brand before?

How can I get in touch?

Please sign up for our newsletter below, or email us with any inquiries at hello@snowfoxskincare.com 

Shipping

Where do you ship? 

We ship worldwide :) - except for Hong Kong, where we have an exclusive retailer. For Hong Kong, please click HERE to order.

How much is shipping?

USA and Canada Orders
Standard ground shipping is billed at a flat rate of $5.50. Orders above $50 ship for free. Expedited 2-day shipping is also available via FedEx and costs $10.90.
Orders are typically processed in 1-2 business days and arrive 3-5 days after shipping. Shipping is usually via USPS or Fedex.
Hawaii, Alaska & Puerto Rico and residences in remote locations may experience longer transit times.

International (Outside the USA) Orders
We do ship worldwide for a flat fee of $12 for international shipping. Orders above $50 ship for free. Orders are typically processed in 1-3 business days. Please allow 12-15 days after shipping. Most international orders will be shipped out of our warehouse in Hong Kong via the local post of the destination address.
Unfortunately, due to differing tariff zones, shipping charges do not include international customs, duties, or tariff taxes. These taxes will be paid by the customer and are due to the carrier. There is a chance that packages may be held at the local sorting facility until customs are paid. Please contact your local customs office for any further information if needed.

Taiwan and Offshore Island
Orders above 1,000 NTD are eligible for free shipping.
Convenient Store pickup 7-11/Family are 65 NTD per order.
Address delivery by SF Express 80 ~ 100NTD.
Orders typically takes 1-2 days to process and 2-3 days to arrive after shipping.

Hong Kong
We do not currently ship to Hong Kong. Please visit our exclusive partner Mimingmart if you are located in the city.

Why are some of my products shipping from the US and others from Hong Kong? 

We have three warehouses in Hong Kong, Japan and in Missouri, USA. When certain items are low or depending on your mailing region, we will select the quickest warehouse to ship from to ensure you get your order on time! Due to previously long waitlists, we now take extra care to sort out our stock arrangements so do reach out to us if your order takes longer than 2 weeks. 

How long does shipping usually take? 

For most countries shipping takes anywhere from 5 to 10 business days, depending on your local post and customs authorities. 

My shipment says it's arrived, but I haven't received it! 

Sorry about that! Please reach out to us with this contact form. We can update you immediately as sometimes your local customs may keep it for review before releasing your package, or simply your local post couldn't find someone at home to sign off that day. 

I accidentally typed the wrong address! How do I edit it?

If your order is shipping to an incorrect address, please reach out to us with this contact form and we'll fix that for you. No worries!

Returns and Exchanges

How do I place a return or exchange?

If you are not happy with your order, or if your shipment has arrived damaged in any way, you can initiate the return process by reaching out through this contact form.

Snow Fox will gladly accept returns on unopened / unused orders placed within 21 days. We only accept returns for items purchased through www.snowfoxskincare.com. If you purchased an item from a retail partner, please contact the retailer directly.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Gift cards are ineligible for returns.

*Snow Fox Skincare and Spa Monkeys Ltd retains the right to all and any final decisions regarding our returns policy. Refunds do not include shipping fee of $5.50 USD. 

What should I do if I receive the wrong product?

Please do reach out to us via this contact form and we'll fix that for you. Sorry!