Please keep in mind that getting clear requires product usage, as instructed, in addition to: avoidance of pore-clogging makeup, hair products, sunscreen, and any additional skin care products you may be using; refraining from skin picking; eating a low-inflammatory diet and staying away from acne-causing foods; and practicing lifestyle habits that keep your skin clean. Since we can’t go home with you to monitor your product usage and lifestyle decisions, we are unable to offer a money-back guarantee on any of our regimens or products.
If you are having a problem with a POREspective®-brand product, please contact us within 30 days of purchase and our Orders Department will take good care of you. We stand behind our products and will work with you to exchange an item. EltaMD products and products purchased with store credit are not eligible for return.
While we do not offer refunds, you may return any full-sized POREspective®-brand product (no sample sizes or EltaMD products) within 30 days for an online credit to use the next time you shop with us. We have 20 products in our acne line, so if something is not working for you, then we encourage you to try another product. Once we receive your items, we will email you a credit code to use when purchasing new products online. Original shipping charges are non-refundable.
Please take care in packing items authorized for return. Please pack items for return in a box, not an envelope, to ensure safe delivery. Be sure to include:
-Receipt (original or copy)
-Email address used on the order
-Reason for your return (we appreciate feedback!)
SEND RETURNS TO:
5100 U.S. 290 West
Building 2, Suite 150
Austin, Texas 78735
We’re sorry that updated tracking information isn’t available through USPS, but assure you your package is on its way. USPS does not update the tracking information for each checkpoint. Even though we send our orders out promptly it can take anywhere from 2 – 4 business days to arrive, depending on your location within the U.S. and the day of the week you placed your order. We ask that you please be patient while waiting for your order, despite not having up-to-date delivery information.
Have you tried contacting your local post office? We find that some mail carriers opt not to leave packages when there is no one available to claim them. Please try contacting your local post office to find out if your package is waiting for pickup or will be redelivered. Ultimately your local post office location is responsible for getting your package delivered to you once it leaves our distribution center.
In addition, we advise printing out a copy of the USPS tracking page and leaving a note in your mailbox for the postman or postwoman stating you haven’t received your order and ask for them to get it delivered to you. They may have brought it to an incorrect address or may know the whereabouts of the shipment.
Rest assured, we will always do everything we can to help in the event of a lost package.
Request lost package assistance at [email protected]