Frequently Asked Questions

Try your first month of SMACNE products on us, just pay $7.95 for shipping! You can trial the products and if you're not loving your experience you can cancel at any time during your free trial. If you continue with your subscription, we will automatically ship you a new and larger subscription kit for $59.90 every two months. Your subscription will automatically renew every two months to our SMACNE treatment kit for $59.90. A new kit will be shipped out to you every two months.

Note that you can only use the free trial kit once per user and household.

Skin not improving yet?

When treating acne, dedication and patience are key. While some members see results right away, it takes some time and patience for most of us to start seeing results.

We can't judge how a person is responding to an acne treatment until at least 4-6 weeks have passed of consistent daily use (although most see improvement by weeks 3 or 4). This means using it twice daily, for at least 4-6 weeks. The treatment needs time to work and get all the acne out deep in your skin. It is an ongoing process with gradual improvement (and some setbacks) until the tendency to break out has passed. Note that this improvement period can vary greatly by person.

Worsening breakouts (aka purging)

If you’ve just started a new formula and you feel like you’re seeing more breakouts, don't worry—this is normal, and we're here to help.

SMACNE works partly by unclogging pores, but this can mean an adjustment period for the skin, when you can see “initial breakouts” or “purging.” The pores are getting cleared out, and the skin cells are sloughing off like they should, but this can lead to temporary breakouts. This may happen in about 20-25% of people. You might see anything from small, superficial bumps to deep, inflamed pimples. It usually happens 1-2 weeks after starting, and it can last up to 3-4 weeks, but not to worry: once your skin adjusts, you should start seeing improvement! As this can take time, patience is key.

We’re here to help! If you’re thinking of cancelling due to product complaints or skin concerns we recommend that you reach out to our SMACNE experts by emailing us. Our team experts will be glad to talk through any of your concerns and give you some solutions.

Remember that SMACNE free trials and subscriptions automatically renew every two months on the day of your first order. You can cancel your free trial or subscription at any time.

Cancellations do need to be requested at least 48 hours prior to your subscription date. Once we receive your cancellation request you will receive confirmation from our Customer Experience team.

How to complete your cancellation request:

You can cancel or delay your subscription here by selecting Subscription Cancellation from the dropdown options. Make sure to include your full name and email address you used to make the purchase. To get a refund on your cancelled subscription that’s within the 90-day money-back guarantee, you must return your used or empty kit and send us the tracking details.

When your free trial ends your subscription will automatically revert to our regular SMACNE kit including supply for 60 days of our cleanser and SMACNE treatment. If after your free trial you noticed that your acne persists and you might need to try our Severe treatment, make sure you reach out to us here. Select Account Management from the dropdown options, click on Update Subscription Info, then note your request in the comment field.

All subscription changes must be emailed at least 48 hours prior your next rebill/shipment date so we can process the change in time.

To change your shipment frequency, please contact our Support Team here. Make sure to include your full name and email address you used to make the purchase. Select Account Management from the dropdown options, click on Update Subscription Info, then note your request in the comment field.

You must send any modification requests at least 48 hours hours prior to your next shipment date.

To change your kit to severe or to a 30/60 day subscription, please contact our Support Team here. Make sure to include your full name and email address you used to make the purchase. Select Account Management from the dropdown options, click on Update Subscription Info, then note your request in the comment field.

You must send any modification requests at least 48 hours hours prior to your next shipment date.

Our goal is to provide acne treatment to as many people as possible, so we’re here to help! No one should be denied treatment and have to suffer from acne just because they can’t afford it. If you really cannot afford SMACNE, just contact us at wecare@smacne.co and let us know the support you need. We’ll get back to you with an offer for financial assistance so you can keep using our products.

Our subscriptions automatically renew every 2 months. If you’re interested in cancelling your subscription, please submit a cancellation request via email at least 48 hours prior to your subscription date.

90 day money back guarantee

You are eligible for a refund for the first 90-day supply of your Smacne subscription plan, subject to the exceptions below.

The 90-day supply of your subscription plan includes the one month free trial and following two month supply of our product.

If your subscription falls within the 90-day money-back guarantee and you wish to get a refund, contact our Support Team here by selecting Subscription Cancellation and noting the refund request in the comment field. For a smoother experience, make sure to include your full name and email address you used to make the purchase.

Terms & Conditions*

*To fulfill a refund request you must ship back to us your SMACNE kit (it doesn’t matter if it’s been used). A tracking number must be sent to our Customer Experience team for the refund process to begin. Shipping costs are non-refundable. Our 90 day money back guarantee only applies to first-time customers. Returning customers signing up for our service again are not eligible for a refund. Additionally, purchases made via “Buy Now” are not eligible for a refund. We do not accept returns in exchange for a refund outside of the first 90-day supply.