Shipping policy

Shipping Policy

Shipping Coverage & Currency

Delivery coverage is limited to the fifty United States. Payments are billed in USD, and any legally required sales tax is itemized on your receipt before you confirm the purchase. We regret that military and territorial addresses fall outside our current shipping map.

Order Processing Time

After you place an order, our fulfillment team needs 1-2 business days to verify payment, pick your items, and prepare the parcel for handoff to the carrier. Processing takes place on weekdays and excludes weekends and national holidays, so an order submitted on Friday afternoon typically enters production the following business day. You will receive an email the moment your package is packed and labeled.

Estimated Delivery Time

Following handoff to the shipping company, U.S. deliveries generally land in 4-6 business days. Please remember that this transit estimate is independent of order processing and does not include the day the label is created. Any significant deviation from this schedule will usually be visible in your tracking history.

Shipping Costs

Good news for every shopper: Neutrogena offers free shipping on all orders with no minimum spend required. There are no hidden handling charges, surcharges, or fuel fees added at checkout, so the price you see is the price you pay, plus any legally applicable tax. This standard free shipping applies to every U.S. destination we serve.

Order Tracking

Transparency matters to us, so a tracking number accompanies every dispatched order. The confirmation email will contain both the number and a direct link to the carrier's tracking page. It is normal for the first scan to appear several hours after you are notified that the package has left our facility.

Shipping Delays

Please understand that peak periods and unpredictable weather can lengthen the time it takes for your order to arrive. Around major holidays, carriers process record volumes, and events like snowstorms or flooding may temporarily halt routes. These delays are regrettable but generally short-lived, and your parcel resumes movement once conditions clear.

Lost or Damaged Packages

If the worst happens and your delivery is damaged or lost along the way, we will not leave you stranded. Please get in touch within a few days of the expected arrival, describe the issue, and include images where relevant. Upon confirming the problem, Neutrogena will replace the order or process a refund at no charge to you.

Address Accuracy

We rely entirely on the shipping address entered at the time of purchase. Consequently, deliveries that fail due to an incorrect, misspelled, or outdated address are the customer's responsibility rather than ours. In the event of a return-to-sender, we will get in touch to verify the correct address and, where possible, resend your items.

Order Changes & Cancellations

Adjustments to an existing order are handled on a first-come basis before the item leaves our warehouse. Whether you need to fix an address, change a variant, or cancel, contact us as early as possible within the 1-2 business day handling period. After shipment, the order is final until it reaches you and can be returned.

Contact Us

We are here to help with anything shipping-related. Contact us via svetlanapak644@gmail.com or call 19282196676, and a representative will assist you during our operating hours of Monday-Friday, 9:00 AM to 5:00 PM. Messages left outside these hours are answered the next business day.