Frequently Asked Questions

1. How do I contact customer service?
  • By Phone 877-KATE-123 (877-528-3123)
  • Hours of Operation
    • Monday to Friday 8:00am to 8:00pm EST
    • Saturday 9:00am to 6:00pm EST
    • Sunday closed
  • By Email results@trykate.com
2. What are the shipping options?
We offer Standard and Rush Shipping

Standard shipping is $7.95. Standard orders are delivered within 7-10 business days.

You may select Rush (3-5 business days) shipping for an additional $19.95 within the continental US.

Orders outside the continental US

To ensure the timely receipt of orders for Canada, Alaska and US Territories all orders are sent priority for an additional $19.95. Orders are delivered within 14-21 days from ship date.
3. Can I track my order?
You will receive an e-mail order confirmation including your tracking number or you may call customer service at 877-KATE-123.

Please allow 2 business days for your order to process. After 2 processing days your order can then be tracked.
4. When will you charge my credit card?
Your credit card is charged once your order has been processed for shipment. If you have chosen our Auto Delivery Program, your card will be charged at the time of your next shipment.
5. What is the return policy?
When you shop with us, we want you to be completely satisfied. We offer a 30-day money back guarantee no questions asked. This means if for any reason you are not completely satisfied, you may return the products for a full refund of the purchase price (minus shipping and handling).

We recommend that you send your return via UPS or insured Parcel Post to ensure prompt delivery.
6. How can I request a refund?
Please call 1-877-528-3123 to request a Return Authorization number. You may return your products for a full refund (minus shipping and handling). Return your package to:

Kate Somerville
1000 Austin Court
Howell MI 48843
Please be sure to include the original invoice and your Return Authorization number. On the invoice please tell us why you are returning the item and whether you would like an exchange or refund. We recommend making a copy of the invoice for your records. You should receive your refund 5-7 business days after we receive your package.

If you purchased Kate Somerville products at a store, spa or salon, please contact that store directly to inquire about their return policy.
7. Do you ship internationally?
At this time we ship only to the US, Canada and US Territories.
8. What are my payment options?
We accept Visa, MasterCard, American Express, and Discover Card. Only single purchases may be made with prepaid credit and debit cards and they may not be used for Auto Delivery shipments. We are unable to issue refunds to prepaid credit and debit cards.

We do not accept checks or money orders at this time.

AUTO DELIVERY PROGRAM

9. What are the benefits to joining the program?
There are so many benefits to joining our Auto Delivery Program including:

• Get your personalized skin care conveniently delivered to your home
• Adjust the timing of your shipments anytime
• Receive an exclusive values not available anywhere else
• 100% Satisfaction Guaranteed
10. Can I cancel my Auto delivery membership?
You may cancel at any time by calling 877-KATE-123 (877-528-3123). Kate Somerville is dedicated to ensuring that you have great skin and a great customer experience. Please share with us why you are canceling, by talking to one of our customer service representatives.
11. Do I need to return the bonus items if I return my order?
No, your bonus items are a gift to you and are yours to keep even if you return your order.
12. How do I join the Auto Delivery Program or make changes to my current program?
You may join the Auto Delivery Program when ordering your product online, or anytime by calling 877-KATE-123(877-528-3123).

PRODUCTS

13. What is Kate's Promise?
Kate's pledge is pretty simple: Renew Skin, Restore Health and Deliver Results. Kate's line was created in direct response to the real challenges she see's on real clients every day.
14. What comes with my product order?
• 3 GAME CHANGERS
• Cleanser
• 2 FREE Personalized gifts
• FREE Prescription Card from Kate

You will be using targeted treatments powered by Active Balance technology, designed to…

• release Active Ingredients into the skin at the level they actually work
• utilize stabilizing botanicals to soothe and nourish
• give you dramatic, Clinic-level results, at home!

FACTS ABOUT SKINCARE

15. Does the sun really cause skin aging?
Yes, that's why daily SPF use is necessary. It is also important to limit sun exposure prevent skin aging, skin cancer as well as other harmful effects sun exposure has on this skin.
16. How do I know what products I need for my skin concerns?
Complete our online skin consultation at www.TryKate.com and receive your personalized skin care prescription based on your own specific needs.
17. How often should I use my products?
Daily. It is important to follow your personalized prescription and stick to that regimen. Practice consistency for optimal results.
18. How long does the product last?
You will receive a 30 Day supply in your initial order and you will automatically receive another 90 day supply if you are a member of our Auto Delivery Program.
19. If I have sensitive skin, can I use this product?
We can customize a system suitable for your sensitive skin. Please call 1-877-KATE- 123 (877-528-3123).
20. Are the products natural?
Kate's products are a blend of technologically advanced active ingredients balanced with natural botanicals to soothe skin.
21. What quality tests are performed?
Products are clinically tested to meet our rigorous quality standards. We test for Efficacy, Quality, and Consistency in each and every one of our products.