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FAQ – POREspective® Skin Care Products

General Product Questions

What if I’m on other prescription products?

We require you to stop vitamin A derivatives like Tazorac, Retin-A, and Differin until you are clear because we find they make your acne even more inflamed.

If you are on an oral antibiotic, Spironolactone, or a birth control approved for acne, we recommend staying on the prescription for a minimum of 2 months after you start working with us so you don’t experience “rebound acne” from getting off of the medication.

If you are on a prescription benzoyl peroxide like Duac or BenzaClin, you may remain on it; however, we will ask you to use our Hydrating Gel to make it more tolerable for all over and nightly use.

Can I combine your regimen with another one that I have been on?

Acne is challenging enough to get under control without bringing in outside products that may react with or cause problems with a product you need to be on to get clear. In order to isolate the variables, we require that you only use products from our acne line. The reason is, skin care lines change formulas too often for use to keep track, and we know exactly which ingredients are in our products.

Once your skin has cleared and you are no longer under our care, you are welcome to experiment with outside products. Until then, let’s keep it simple.

How long does it typically take to get clear?

If you follow your home care program with no interruptions or “skipping,” discontinue all pore-clogging skin care products, hair products, and makeup, stay away from inflammatory foods, and come in every month for treatments, you will see improvement in the first 2-4 weeks on the program and mostly-to-completely clear of inflamed acne within 3 months. Non-inflamed acne may take up to 7 months to get clear because it is a deeper, more resistant form of acne.

Am I going to have to use these products forever?

We generally recommend staying on the last home care regimen that got you clear for at least a year before attempting to cut back on your products, and then do it slowly.

Start by decreasing your benzoyl peroxide from Clearing Gel 5.0 to 2.8 and see if your acne flares up. If you’re still clear, try using Clearing Gel 2.8 every other day, and then every 3rd day.

It’s like figuring out how little exercise or how much food you can get away with and still wear the same size pants.

About the Acne Products

What is the shelf life of your products?

As long as they are stored in a cool, dark place, the shelf life is guaranteed for 18 months. Learn more about our acne products.

Where can I buy your products?

The products are sold exclusively through our online e-commerce store. We have no future plans to have them sold elsewhere.

Which of your products should I avoid if I am pregnant?

This decision is entirely up to your doctor! You need to have your doctor look at the ingredients and approve use of any of our products during your pregnancy.

During pregnancy, it is generally advised to avoid the following ingredients in skin care products.
-Chemical peels of any kind.
-Prescription retinoids such as Differin (adapelene), Retin-A (tretinoin), and Tazorac/Avage (tazorotene). Oral retinoids, such as Accutane (isotretinoin), are known to cause birth defects and have been given a pregnancy category X by the FDA.
-Salicylic acid (found in Purifying Toner and Salicylic Serum).

Choosing the Right Acne Products

How do I know which products are right for me?

There is an easy way to find the right products for you:

I've received the home care recommendations from taking the acne quiz with photo upload, but I would like more help. What else can I do?

Placing an Order

What shipping options are available for U.S. orders?

All orders placed Monday-Friday are usually shipped the same day if placed before 12:00 PM (CST) on a regular business day. For all U.S. orders over $100, shipping is free. For orders totaling less than $100, shipping costs are based on amounts spent ($0-$99.99 is $6.95). Your shipping quote will be calculated and displayed on the Checkout page of our website before you enter your payment information.

All shipments are sent USPS with tracking. Texas residents should receive their orders within 2 business days. All other U.S. states should receive their orders within 5 business days.

Do you accept international orders?

We do not sell our products outside of the United States; however, you may purchase Alissa’s “Clear Your Acne!” E-book, which is a downloadable .pdf.

How can I place an order if I have no computer access?

At this time, orders can only be accepted through the online e-commerce system.

How will I know that my order was received?

You will receive an email confirmation when you place your order. If you do not receive one immediately, check your spam folder or email us.

How do I check on an order I have placed?

All orders placed by 12:00 PM (CST) are sent the same day (Monday-Friday, excluding holidays) from our Austin, Texas, distribution center. You will receive an email with tracking information once your order has been sent.

The tracking status says my package has been delivered, but I haven’t received my rrder.

Please contact your local post office. Ultimately, your post office is responsible for getting your package delivered to you once it leaves our distribution center.

We advise printing out a copy of the USPS tracking page and leaving a note in your mailbox for the postman /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.

We ship all of our orders USPS Priority Mail, which means a GPS chip was placed on your package, so the post office can tell if your package was mis-delivered.

Additionally, 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.

I can view my tracking information, but the status has not been updated.

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 – 7 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.

What is your return policy?

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 are not eligible for exchange or return.

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.

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!)

5100 U.S. 290 West
Building 2, Suite 150
Austin, Texas 78735

Will I be charged sales tax?

We charge 8.25% sales tax on orders delivered to Texas only; if your shipping address is outside of Texas, you will not be charged sales tax. We offer free shipping on all U.S. orders of $100 or more.

What types of payment do you accept?

We accept Mastercard, Visa, Discover, PayPal, and product gift certificates.

How do I re-set my password on my account?

Log in to your account with your username and password, and you will be able to change your password. For your security, your account will not save your credit card information. It will, however, keep a history of your orders, as well as billing and shipping information.

How can I retrieve my password?

When you try to log in, you will see an option “forgot your password?” and you can follow the instructions.

Is my payment information secure?

To protect the safety of your credit card information, we use SSL Certificates with 128-bit encryption, the strongest SSL protection available anywhere. Widely recognized as a symbol of trust on the Internet, SSL is your assurance that every site visitor is afforded the strongest available encryption, without exception. Since our payments are handled by PayPal, you’ll also get the benefit of their security. Our company never has access your credit card number or other payment information.

For Skin Care Professionals

Can I sell your products in my physician's office or physician-directed medical spa?

Yes! If you are a physician’s office or physician-directed medical spa who would like to build your own skin care brand with high-quality acne products that have been pre-filled and bottled, please contact us at [email protected] for more information and to set up your wholesale account. (We do not sell our products to independent estheticians or salons.)

Additional Assistance

Where can I find additional assistance?

You can find many answers to your skin care questions on customer care or contact us.

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