Help & FAQs
Guest checkout, delivery, order tracking, cancellations and refunds.
Yes. You can check out as a guest using your email address and delivery details. We email your order confirmation and shipping updates to that address. To see the order in your account later, create an account, verify the same email address, and sign in.
We ship to the 48 contiguous states and the District of Columbia. We do not currently ship to Alaska, Hawaii, or U.S. territories. Review the shipping charges at checkout before payment. See our Shipping policy for delivery and tracking information.
Open Find your order and enter your order number and the email address you used at checkout. You can view your order status, see tracking details when available, and request cancellation before shipment when eligible. Once an order is linked to your account, sign in to view it. Keep your order number and checkout email private.
You can request cancellation before shipment. We first confirm that the warehouse can stop the order, then automatically initiate a refund of any payment received to the original payment method. Starting a refund does not mean it has reached your account. Once your order has shipped, it cannot be cancelled through your order page. Contact customer care before refusing delivery or sending anything back. A return or refund is not approved simply by contacting us. This policy does not limit your rights under applicable law. Open Orders in your account, or Find your order if you checked out as a guest. If customer care authorizes a return, an official carrier return record and warehouse receipt and inspection are required before an ordinary return refund can be approved. Cases such as confirmed loss or missing items are reviewed separately. See our Refund policy for details.
A cancellation request is not a completed refund. Check Orders in your account or use Find your order for the latest cancellation and refund status. After the payment provider confirms the refund, allow up to 10 business days for it to appear on your original payment method. Your bank or card issuer may take longer.
For a lost parcel or missing items, contact customer care with your order number, the affected items and quantities, and the tracking number if available. Customer care must verify the issue and approve any refund and its amount. Reporting the issue does not trigger an automatic refund. See our Refund policy for details and the contact instructions below.
No. Sending a message records your enquiry; it does not confirm that a team member has reviewed it or approved a return or refund. Customer care will review the information and explain the next steps. We do not promise an immediate response or 24-hour live chat.
Include your order number, checkout email, the affected items and quantities, and a description of the issue. For delivery concerns, include the carrier and tracking number if available. Photos can help with damaged or incorrect goods, but you do not need to photograph an item you did not receive. Never send passwords, verification codes or full card numbers. For a skin reaction, stop using the product, seek medical advice when needed, and provide only information relevant to the concern; a complete medical history is not routinely required.
An order confirmation confirms payment. A warehouse update means the warehouse received the order, not that it shipped. A shipping update provides available tracking details. A cancellation notice does not confirm refund completion. A refund confirmation means the payment provider confirmed it; your bank may not have posted it yet. If an email is missing, check your spam folder and view the current status in your order.
Contact customer care with your order details and explain what remains unresolved. You may ask for the handling of the order to be reviewed. Contacting us does not waive any complaint, payment dispute or other remedy available under applicable law.