Customer Service Policy

At The Ordinary US Shop, we are dedicated to providing you with an exceptional shopping experience, grounded in the same principles of integrity, transparency, and efficacy that define The Ordinary brand. This policy outlines our commitment to you.

1. Our Commitment to You
We strive to offer outstanding customer service that is responsive, helpful, and clear. Your satisfaction and trust are our highest priorities.

2. Contacting Us
For any questions, concerns, or assistance, please contact our dedicated support team:

  • Email: [email protected]

  • Response Time: We aim to respond to all inquiries within 24 business hours.

3. Order Support

  • Order Processing: Orders are typically processed within 1-2 business days. You will receive an email confirmation with your order details and tracking information once your shipment is on its way.

  • Order Modifications & Cancellations: Please contact us immediately if you need to modify or cancel an order. We will make every effort to accommodate your request if the order has not yet entered the shipping process.

4. Shipping & Delivery

  • Please refer to our dedicated Shipping Policy page for detailed information on shipping methods, delivery timelines, fees, and service areas.

5. Returns, Refunds & Exchanges

  • Your satisfaction is guaranteed. Please visit our Returns & Refunds Policy page for comprehensive details on eligibility, timeframes, procedures, and conditions for returns, exchanges, and refunds.

6. Product Information & Guidance

  • We provide detailed, accurate product descriptions and ingredient lists to help you make informed choices.

  • While we offer general information about product benefits and uses, we recommend consulting with a dermatologist or skincare professional for specific medical advice or concerns. Our customer service team can provide guidance on product selection based on described skin types and goals.

7. Privacy & Security

  • We protect your personal information with robust security measures. All transactions are secured using SSL encryption. For details on how we collect, use, and safeguard your data, please review our Privacy Policy.

8. Feedback & Continuous Improvement

  • We value your feedback. If you have suggestions on how we can improve our service, products, or website, please share them with us at [email protected].

Policy Updates
We may update this Customer Service Policy periodically to reflect changes in our practices or for other operational, legal, or regulatory reasons. The latest version will always be posted on this page.

Thank you for choosing The Ordinary US Shop. We are here to support you on your journey to effective skincare and beauty.