Frequently Asked Questions

If you need to cancel or modify an order, please email us at customerservice@sentelabs.com as soon as possible. Our fulfillment center processes orders quickly, but we will do our best to process your request.

You can view the order status on your Account page, which will be updated after your order is placed and again once your order ships.

If your order is placed by 11 am PST, your order will be processed and shipped the same business day. If you placed your order after 11 am PST, it will ship the following business day.
We do not ship on weekends.

We offer the following shipping methods: FedEx Ground, Fedex 2 Day, FedEx Standard Overnight.

Senté ships products purchased through our site only to street addresses within the United States and its territories. Please note that we do not ship products to APO/FPO, PO boxes, or internationally.

Once your order ships, we will send you an email providing the shipment tracking number(s). To see the detailed progress of your shipment, click on the tracking number link provided in your email. Please note that tracking details may not be active immediately with FedEx or any other carrier we engage. In that case, check back in a few hours or the following day.

We are sorry you did not love your Senté product. Please reach out to customerservice@sentelabs.com or use our chat feature to start a return or exchange. Please have your order number and the products you would like to exchange or return ready, and we will take care of the rest.

Senté accepts returns on eligible products within 30 days of delivery. To initiate a return, contact Senté customer support at customerservice@sentelabs.com with your order number and reason for return, or you can use our chat feature to get your return started.

Senté does not offer direct exchanges. If you would like a different product, Senté will process a return on the original order once it is received, and you may place a new order for the preferred item.

Note: Once an order is placed, it is immediately sent to our warehouse for fulfillment. Senté cannot guarantee cancellations or modifications after an order has been submitted.

If you received a product different from the one that you ordered, please contact us at customerservice@sentelabs.com or use our chat feature on website. We will get you the Senté product you ordered as soon as possible!

Senté routes orders to its fulfillment warehouse immediately after they are placed. While address changes cannot be guaranteed, customers should contact Senté support as soon as possible at customerservice@sentelabs.com with their order number. Senté will make every effort to update the address before the order ships.

If you need to cancel or modify an order, please email us at customerservice@sentelabs.com as soon as possible. Our fulfillment center processes orders quickly, but we will do our best to process your request.

Yes. Senté Labs is a medical-grade skincare brand. Senté products are formulated with clinically studied ingredients, including Heparan Sulfate Analog (HSA) — a proprietary technology developed to restore and protect the skin’s extracellular matrix.

Senté products are available directly at sentelabs.com and through authorized dermatology and aesthetic practices. Please reference our Authorized Retailers page.

Heparan Sulfate Analog (HSA) is a patented molecule developed by Senté Labs that mimics heparan sulfate, a naturally occurring compound in healthy skin that plays a critical role in cellular repair, hydration, and protection.

As skin ages and accumulates UV damage, natural heparan sulfate declines. This leads to a weakened skin barrier, loss of firmness, uneven tone, and slower cell turnover. HSA is designed to replenish this deficit at a structural level, working within the skin’s extracellular matrix to restore normal repair function rather than simply masking surface symptoms. 

What HSA is clinically used for:

• Skin barrier repair: Restores the integrity of a compromised or sensitized skin barrier.

• Anti-aging: Reduces the appearance of fine lines, wrinkles, and loss of firmness associated with collagen degradation.

• Hyperpigmentation and uneven tone: Supports more even cell turnover, improving the appearance of dark spots and discoloration.

• Post-procedure recovery: Used by dermatologists and aesthetic practitioners to accelerate skin recovery after laser, chemical peel, and other in-office treatments.

• Chronic skin sensitivity: Provides relief for reactive or sensitized skin by reinforcing the skin’s natural defense systems.

HSA technology is the foundation of the Senté Labs product line and is present across moisturizers, serums, and treatment products.

Senté skincare products should be applied in order from thinnest to thickest consistency. The recommended application order is:

1. Cleanser (e.g., Senté Daily Soothing Cleanser)

2. Toner or essence, if used

3. Treatment serums — such as Senté Even Tone Retinol Cream, Bio Complete Serum or HydraFirm Serum.

4. Moisturizer — Senté Dermal Repair Cream or Dermal Repair Ultra Nourish

5. Sunscreen — apply as the final step in your morning routine only (e.g., Senté Even Tone Mineral SPF)

For a personalized Senté skincare routine, use the Skin Quiz or consult a Senté-authorized skincare professional.

Senté offers two moisturizers in the Dermal Repair line, each designed for different skin needs:

• Senté Dermal Repair Cream: A lightweight daily moisturizer formulated with Heparan Sulfate Analog (HSA) technology. Best suited for those with sensitive to combination skin seeking everyday hydration without heaviness. Accepted by the National Rosacea Society.

• Senté Dermal Repair Ultra Nourish: A richer, more intensive formula with ceramides designed for dry, sensitive, or compromised skin barriers. Delivers deeper repair and is well-suited for overnight use or skin that needs additional nourishment.

Both products are medical-grade and powered by Senté’s proprietary HSA technology. To find the best fit, use the Senté Skin Quiz.

You can learn all about our products on their individual product pages. If you have any other questions or concerns, let us know by emailing customerservice@sentelabs.com.

While Senté Labs stands by the integrity and safety of all our products, we have not done any product testing on pregnant women or nursing mothers.

We recommend you consult with your doctor or medical practitioner before starting any new routine while you are pregnant or nursing.

Yes, they are cruelty-free. We do not test any of our products on animals.

We are only able to guarantee the authenticity of products purchased on sentelabs.com or through authorized partnerships. We are not able to process returns or exchanges or otherwise assist with orders not placed through sentelabs.com.

Your credit card will be charged as soon as your order is accepted and processed.

We accept Visa, Mastercard, American Express Discover, and debit cards. Unfortunately, we cannot accept checks or money orders.

If your payment didn’t go through, please check that your card’s billing details (such as the security code and billing address) match what you have entered into our system.

Senté subscription service is a convenient way for you to get the skin care products you want delivered on a regular schedule. We automatically send you your favorite skin care products based on your chosen frequency. The service is easy to use and customizable; you can update your orders at any time in your account on sentelabs.com. As a member of Senté Subscription service, you will receive complimentary shipping on all subscription orders, plus 1 complimentary sample on your second subscription orders and 2 complimentary samples on your third and fourth subscription orders.

You always have complete control over your Senté Subscription orders. You will receive an email reminder 10 days before each order ships. You can change your delivery frequency, next order date, or quantity anytime by visiting the subscription section of your sentelabs.com account. Changes to orders can be made any time before the next scheduled shipment date and you can cancel at any time.

Joining Subscription is easy; it can be done while browsing on a product page. To get started, simply select the Subscription option for your desired product, select your preferred shipment frequency and then check out with your Senté account. No account? Don't worry, it's fast and easy to create one either during your shopping experience or as you proceed to check out.

After you join Subscription, you will receive an email confirming your subscription order. This email will include a link to access the ‘Subscription’ section in your account where you can manage your future orders, subscription items and account information.

We will place your Subscription orders automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 10 days before each subscription order. You will also receive email notifications regarding other important information related to your subscription account, such as if your item is discontinued or out of stock, if you cancel your replenishment, and confirmation when an order is placed successfully.

Once you’ve joined, Subscription is easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel an subscription by visiting the ‘Manage Subscription’ section in your account. Please allow up to 24 hours for modifications or cancellations to be processed.

• Change an order date:To change your next order date, please visit the ‘Subscription’ section within your account and click the ‘Change Date’ button to the right of the next shipment date then select a new date for your order. This will change the order date for the entire subscription order.

• Skip a delivery:To skip a Subscription order, please visit the ‘Subscription’ section within your account and click the ‘Skip Order’ button to the right of the upcoming order date to skip the entire order.

• Change shipment frequency:To modify the delivery frequency for a subscription item, please visit the ‘Subscription’ section within your account. The current delivery frequency is displayed next to each replenishment item in a dropdown menu next to ‘Every’. To change the delivery frequency for an individual replenishment item, simply click the frequency dropdown next to the item you would like to modify and select your next desired frequency from the dropdown menu.

• Send an order now:To send a Subscription order now, please visit the ‘Subscription’ section within your account and click the ‘Send Now’ button to the right of the upcoming order date to send the entire order. Once the order has shipped using the "Ship Now" feature, the next delivery date will be calculated using the existing frequency and the "Ship Now" date.

• Cancel a subscription item:To cancel a subscription item, please visit the ‘Manage Subscription’ section within your account and click the ‘Cancel Subscription’ link below the item you wish to cancel. You’ll be prompted to confirm this action and indicate your reason for canceling. Once you’ve selected a cancel reason and clicked the ‘Stop Subscription’ button, your subscription will be canceled and no future orders will be placed. You will receive an email notification confirming this action. Please allow up to 24 hours for any modifications or cancellations to be processed.

To review or modify your Subscription account information, visit ‘Subscription’ located within your account.

• Change my shipping address:Click the ‘Payment Methods’ link then click ‘edit’. You will receive an email from Shopify to update your payment method. This address will apply to all subscription and future orders unless otherwise noted.

• Change my billing address:Click the ‘Payment Methods’ link. You can edit your billing address by updating your payment method. Please remember to press OK and verify that your updated information saved successfully. We kindly ask that you allow up to 24 hours for modifications or cancellations to be processed.

Your very next scheduled orders will be listed in the ‘Subscription’ section of ‘My Account’.

Subscription items that have the same order date, shipping address, billing address and payment method will ship as one order. If you have more than one Subscription item and want the items to ship in the same order, simply visit ‘Subscription’ section of your account and change the next order dates to be the same. Also, confirm the orders are going to the same shipping address and have the same billing address and payment method.

Yes. To do so, you must be logged into your sentelabs.com account. Visit the skin care product page you wish to add to your order and find the “Add this to my order on:” button. When you click this button, you will have the option to add the item as one time only or as a subscription item.

Subscription orders qualify for Gift with Purchase offers or discount codes on the first subscription order only.

Rewards points from Senté Rewards cannot be redeemed for use on Subscription orders. However, Subscription orders will still earn these points when applicable.

All Subscription orders require a credit or debit card payment. Alternative payment forms, such as PayPal, AfterPay and Senté Rewards cannot be accepted.

Yes. Senté Labs offers a rewards program that allows customers to earn points on qualifying purchases, product reviews, and other actions. Points can be redeemed for discounts on future orders.

To join, create a free account at sentelabs.com. Enrollment is automatic and free.

Senté rewards points can be redeemed via a discount code generated on the Rewards page. Follow these steps:

1.     Log in to your Senté rewards account at sentelabs.com.

2.     Navigate to the Rewards page.

3.     Click ‘Redeem Rewards.’

4.     Your unique discount code will be displayed on the Rewards page. A copy will also be sent to you by email.

5.     Copy the code and paste it into the discount field at checkout to apply your savings.

Important: Your reward code does not automatically apply at checkout — you must manually copy and paste it into the discount field. Codes cannot be combined with other promotional discount codes and must be entered before completing your order.

No. Senté rewards points and promotional discount codes cannot be combined in a single transaction. At checkout, you may apply either your points or a promo code, whichever provides greater savings.

Yes. Senté rewards discount codes can be used with Shop Pay. To redeem, log in to your Senté rewards account, go to the Rewards page, click ‘Redeem Rewards,’ and copy the discount code shown. Then add items to your cart, paste the code into the discount field at checkout, and select Shop Pay as your payment method.

Reward codes must be entered before finalizing payment and cannot be added after an order is placed.

Yes. Senté Labs accepts Shop Pay at checkout on sentelabs.com. Shop Pay is a Shopify-powered accelerated checkout option that securely stores your payment and shipping information for faster future purchases.

Shop Pay Installments may also be available, allowing eligible customers to split their purchase into payments. Options are displayed at checkout.