FAQs
General
What is peptide?
Peptides are short chains of amino acids that act as building blocks of proteins such as collagen, elastin and keratin. These proteins are the foundations of your skin and are responsible for its texture, strength and resilience. Without peptides, our skin is less intact which can lead to a loss of firmness, the appearance of wrinkles, a change in texture and less ‘bounce’.
What makes Trevo Skincare better than other skincare brands?
Our high-quality products are intensively researched and meticulously manufactured. Our special formula combines the wisdoms of traditional Asian skin care with modern pharmaceutical knowledge of natural ingredients. You can feel the difference on your skin and within the packaging itself. ❤️
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, Amex, Discover and etc) as well as ShopPay, Google Pay, Apple Pay, and PayPal.
Where can I buy Trevo skincare products?
Our products are select skin care salon within United States. You can also purchase Well Lean products directly from our website or on Amazon.com.
How long can I store unopened Trevo skincare products?
Trevo skincare products have a shelf life of 24 months from the date of your purchase.
Where should I store the unopened Trevo skincare products?
Unopened products can be stored at room temperature in a shaded area. For non-liquid products, you can also store them in the refrigerator.
Do you wholesale?
Please contact us via contact@trevoskincare.com for wholesale inquiries. Please indicate if you are a 3rd party vendor or a local skincare salon.
Where is Trevo Skincare based in?
Trevo Skincare is part of Rise and Gleam LLC, which is an all inclusive American company located in sunny San Diego, California! Welcome to paradise! 😀☀️
I tried one of your products and I broke out, what do I do?
It’s totally normal to break out when you’re using a new product! Sometimes when you try a new product, especially if it has a concentrated or active formula, your skin may react by breaking out. If this happens, we recommend pausing use until the breakout clears up then slowly reintroducing the product back into your routine.
Are your products safe for sensitive skin and/or medical skin conditions?
All our products are safe and effective on sensitive skin, however we always recommend doing a patch test and incorporating new products slowly to ensure they’re compatible with your skin. Our products are not tested on skin with medical conditions such as eczema or rosacea and we cannot guarantee that they are compatible with these conditions. If you have a medical skin condition, we recommend consulting your dermatologist or health care provider prior to using new products.
How do you perform a patch test?
When trying a new product, we recommend testing it first before applying it to your skin.
Apply a small amount of products and allow it to absorb on a clean, dry patch of skin (the inside of your wrist or neck). Leave the patch undisturbed for 24 hours. If the skin doesn’t develop a reaction, such as rash or hives, the product should be safe to use for your skin type!
Even so, we recommend incorporating it into your routine slowly and continuing to monitor your skin’s reaction.
Will you be launching more products soon?
We have some exciting products that we can’t wait to share with our community soon but we always try to be intentional with how often we launch products. We’re not the “launch 20 products every year” kind of brand; we only make products we believe our community needs and pace our launches so we can encourage our customers to purchase intentionally.
Order Q&As
Can I still make changes to my order or shipping address after I have placed my order?
To avoid delays in shipping your order, we process orders as quickly as possible. Therefore, we can only guarantee changes 15 minutes after the order was placed. If you wish to make any urgent updates, please email us at contact@trevoskincare.com as soon as possible and include the following:
In the subject line, put "Change to order" or "Update shipping address" and include your order number which begins with KB.
If you wish to update your shipping address, please include the new shipping address in the email.
Unfortunately, if your email is outside of our 15 minute grace period, we will not be able to make any changes.
Can I cancel my order?
To avoid delays in shipping your order, we process orders as quickly as possible. Therefore, we can only guarantee cancellations 15 minutes from when the order was placed. To request a cancellation, please email us at contact@trevoskincare.com as soon as possible and include the following:
In the subject line, put "Cancellation" and include your order number in the email which begins with TP.
Unfortunately, if your cancellation request comes in after our 15 minute grace period, we will not be able to cancel the order since our warehouse has already processed it.
My payment didn't go through-what should I do?
Sorry about that! Please reach out to our Customer Care Team at contact@trevoskincare.com with any relevant order information for further assistance.
Where is my order confirmation email?
Order confirmation is typically emailed to all customers within one hour of placing your order. Please check your junk/ spam folder if you can't find it in your inbox. Contact customer support below if you still cannot locate your order confirmation email.
I received the wrong product–what should I do?
We're very sorry about that! Please reach out to our Customer Care Team at contact@trevoskincare.com with your order number along with a photo of your order contents. We’ll take care of it from there!
Shipping & Tracking
What is your shipping policy?
Free shipping within U.S. for order $39 or more! Otherwise shipping fee is $4 flat.
Your package will be delivered 3-5 business days once the order is placed.
For more information, please visit our Shipping Information page.
When will my order ship?
All orders require 1-2 business days for fulfillment before shipping out regardless of shipping method.
Please note business days do not include weekends or holidays.
How do I track my order?
Simply click on the tracking number in your order confirmation page to see your delivery information.
Alternatively, you can track your order through your email.
Shipping Confirmation Email > Track Your Package > Tracking Number
OR
Order Confirmation Email > View Your Order > Tracking Number
How do I find my tracking number?
Tracking number can be located by going to your order confirmation email or shipping confirmation email.
Shipping Confirmation Email > Track Your Package > Tracking Number**
Order Confirmation Email > View Your Order > Tracking Number**
**Please know that once your order is fulfilled, it takes around 1-2 business days for the tracking number to appear next to each of your line items. Once the tracking number is generated, it takes a day or two for it to update its status.
Who's your carrier?
We use USPS as our default shipping method. Sometimes we do use UPS if USPS is not available for certain location. If you have any specific request or concern, feel free to contact us at contact@trevoskincare.com before you place your order.
Can I track my order through a specific carrier?
Yes, you can track your order by entering your tracking number on our carrier site as well. Most of our orders are shipped through USPS or UPS.
What should I do if my package shows up as delivered but I cannot locate it?
Step 1: Please check with your neighbors and other people living with you first and see if they have picked them up for you already.
Step 2: If an order shows up in our system as delivered but you did not receive your package, please notify your local police and the carrier to file a stolen package report.
Step 3: Once a report has been filed, please submit it to contact@trevoskincare.com along with your order number to receive a replacement order.
Return & Refund
What is your return policy?
Because of sanitary concern, we only accept returns that are returned in the original packaging (sealed and unopened) condition within 30 days of purchase. We do not accept returns for change of mind. For more information, please visit our Refund and Cancellation page.
What should I do if there is a missing item among my order?
Sometimes products from the same order are shipped out separately.
Please double check the tracking status of each item by doing the following:
Shipping Confirmation Email > Track Your Package > Tracking Number
OR
Order Confirmation Email > View Your Order > Tracking Number
If all your products are marked as delivered but you are still missing some items, please contact us at contact@trevoskincare.com immediately within 7 days of receiving your order.
What should I do if I am dissatisfied with one of my purchases?
We take responsibility for damaged & defective products as noted above. Additionally, we understand that everyone's skin is different and may react differently to our products and ingredients. If you aren't fully satisfied with your product, please let us know!
My product arrived damaged–what should I do?
We apologize for this inconvenience and take full responsibility for this mistake! Please email us at contact@trevoskincare.com along with photos of the defected products within 7 days of receiving your package. Make sure to include your order number :)