Shipping and Delivery Policies
All shipments are sent USPS with tracking. Texas residents should receive their orders within 2-3 business days. All other U.S. states should receive their orders within 5-7 business days. Once a package leaves our hands, it is up to USPS to deliver the packages.
If your package is taking longer than the estimated time frame above, please contact us and we will see what information we can find out. Most often, we have the same information that is on the original shipping confirmation. The address information you provide to us is copied directly into our shipping software. Thus, please check your order submissions carefully. We are not held responsible for the inevitable consequences resulting from address, ZIP code, and other shipping-information errors made by the client.
Damage or Defects
Damaged or defective goods must be reported to us within 72 hours of order receipt. We will send you a return receipt to have the damaged item sent back to us, and replace it for you at our cost, provided the problem is reported to us within this time frame.
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) 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. EltaMD products are not eligible for purchase using store credit.
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. Items ordered using store credit are not eligible for return.
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 the return (we appreciate feedback!)
SEND RETURNS TO:
5100 U.S. 290 West
Building 2, Suite 150
Austin, Texas 78735