Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the SkinNeedlePro family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
Worldwide Shipping
SkinNeedlePro™ ships worldwide.
- Australian orders are sent via Australia Post and typically arrive within 5–9 business days after dispatch.
- International orders are shipped to destinations worldwide. Delivery times vary depending on your location and will be displayed at checkout.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
International orders may be subject to local customs duties or taxes. These charges are the responsibility of the customer.
How much do I pay for shipping?
Free shipping on orders over $100 worldwide.
Standard shipping rates apply below $100.
When will my order arrive?
Once your order is picked and packed, the magical journey from SkinNeedlePro™ HQ to your front door begins.
We offer free shipping on all orders over $100 Australia-wide. For orders under $100, standard shipping rates apply.
Australian orders are typically delivered within 5–9 business days from dispatch.
Please note: While Australia Post provides estimated delivery timeframes, occasional delays can occur. If this happens, your tracking details may show a revised or delayed delivery date.
International delivery times vary by destination and will be displayed at checkout.
How do I track my order?
Yay, time to celebrate – your order is on its way! After we pass your order to our delivery partner, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the courier’s website so you can follow live tracking updates!
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Estimated delivery timeframes are provided at checkout and begin once your order has been dispatched. While most orders arrive within the expected timeframe, delivery delays can occasionally occur due to carrier disruptions, customs processing (for international orders), or local delivery conditions.
Australia:
If your order has not arrived within 20 business days of dispatch, please contact us and we will assist by initiating an investigation with Australia Post or the relevant domestic carrier.
International Orders:
If your order has not arrived within 30 business days of dispatch, please contact us and we will assist by initiating an investigation with the international shipping carrier.
Please note:
For the quickest updates, we recommend first contacting the shipping carrier directly using your tracking number, as they are best placed to provide real-time delivery information. Once you have done so, feel free to contact us and we will gladly follow up and support you where possible.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via
tracking link provided in your shipping confirmation email. Availability of redirection depends on the carrier and destination country.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
Yes! we deliver worldwide.
Are there any customs/import fees?
All of our products are shipped from our Australian distribution centre.
For Australian orders, this means no customs fees apply.
For international orders, delivery may be subject to customs duties, taxes, or import fees depending on your country’s regulations. Any such charges are the responsibility of the recipient and are determined by local customs authorities.
Product Questions
Is SkinNeedlePro safe to use at home?
Yes. SkinNeedlePro is designed for safe at-home use when instructions are followed. Adjustable needle depth and hygienic cartridge design help ensure controlled, comfortable treatments.
How often should I use the microneedling pen?
Most users start every 2–4 weeks, allowing the skin time to recover and regenerate between sessions for best results.
What skin concerns does SkinNeedlePro help improve?
It helps improve skin texture, fine lines, acne scars, enlarged pores, and overall skin firmness by stimulating natural collagen production.
Are the cartridges reusable?
Needle cartridges are intended for single use only and should be replaced after each session. Reusing cartridges may compromise hygiene and performance.
Round crystal heads do not contain needles and are intended for surface-level skincare application only. Refer to the Clinical Usage & Safety Handbook for care guidance.
What’s the difference between the cartridge types?
Each cartridge type is designed for a different routine. From surface-level serum application to more targeted or broader coverage use. A full comparison is available on this page to help you choose what best suits your routine and comfort level.
What’s included with my SkinNeedlePro™ order?
Each SkinNeedlePro™ device comes complete with everything you need to begin your at-home skincare routine:
- SkinNeedlePro™ Nano Needling Pen
- 12-Needle Cartridges (x4)
- 36-Needle Cartridges (x4)
- Round Crystal Cartridges (x2)
- USB Charging Cable
- User Manual
This ensures you can tailor each session to your skin, routine, and comfort level from day one.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any SkinNeedlePro product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Are you stocked in any stores anywhere?
Nope, it’s just us! Our SkinNeedlePro products are only available on our online store here.
Where can I find detailed usage instructions?
Detailed guidance is provided in our Clinical Usage & Safety Handbook, which we strongly recommend reviewing before use.
Returns & Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 100 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return the products?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
We’ve got you covered here too. All eligible returns (for both refunds and exchanges) within Australia will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly team here and they will be able to help you along the way.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
Payment
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@skinneedlepro.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your SkinNeedlePro stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our SkinneedlePro HQ is located in Melbourne, Australia. Your SkinNeedlePro products start their journey to you from our warehouses in Sydney and Melbourne.
*Please note: Our SkinneedlePro HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.