Frequently Asked Questions
How long does shipping take?
After you check out, our team packs your order over the next 1-2 business days. Carriers then take 4-6 business days to finish delivery within the United States. You will never pay for shipping, and tracking is included with every purchase.
Do you offer free shipping?
Yes, all orders qualify for free shipping automatically. There is no minimum order value to unlock it because it is built into every order across the US.
How do I track my order?
After your order is packed and shipped, look for an email containing your tracking information. It lets you see where your parcel is throughout the 4-6 business day transit.
What is your return policy?
Our policy gives you 30 days from delivery to start a return or exchange. Items must be in their original condition, and certain products, namely custom orders, clearance, gift cards, and opened hygiene items, are excluded.
How do I start a return or exchange?
Starting a return is easy. Just reach out to our support team at svetlanapak644@gmail.com within the 30-day window, and we will guide you through the next steps. For refunds, the amount is back to you in 5-10 business days.
When will I receive my refund?
We turn refunds around in 5-10 business days from the moment your return reaches us. You will get a confirmation email when it has been sent to your original payment method.
Which payment methods do you accept?
Neutrogena takes credit and debit cards from Visa, Mastercard, Amex, and more. All amounts are shown and charged in US dollars for a straightforward checkout.
Can I cancel or change my order?
We understand things come up. Email us quickly with your order number and the change you need. Once an order has shipped we cannot modify it, but a return is always an option.
Do you ship internationally?
Currently, Neutrogena delivers to US addresses only. We do not offer international shipping yet, but domestic orders always ship free.
What should I do if my item arrives damaged or defective?
We take quality seriously, so tell us straight away if something is wrong. Email photos and your order number within 30 days, and we will arrange a fix, refund or replacement, as fast as possible.
How do I contact customer support?
Need assistance? Drop us a line at svetlanapak644@gmail.com or ring 19282196676. Our support hours are 9:00 AM to 5:00 PM, Monday through Friday.
What are your customer service hours?
Our support team is available Monday through Friday, from 9:00 AM to 5:00 PM. Messages sent outside those hours are answered the next business day.
Do I need to create an account to place an order?
No sign-up, no problem. Our checkout works without an account, so you can order in minutes and still get order updates by email.
Which items cannot be returned?
Please keep in mind that custom orders, clearance purchases, gift cards, and opened personal-care items are not returnable. These exclusions help us maintain quality and safety standards.