Shipping Policy

Thank you for choosing The Ordinary US Shop. This Shipping Policy outlines important information regarding order processing, shipping, and delivery after you place an order on theordinaryusshop.com. Please read it carefully.

1. Order Processing
All orders are processed and prepared for shipment within 1-3 business days after the order is placed (including order verification, picking, and packing). Processing time is separate from shipping time. Weekends and public holidays are not considered business days.

2. Global Free Shipping
We offer free standard shipping on all orders worldwide. This is our commitment to bringing clinically-formulated integrity to customers everywhere.

3. Shipping & Delivery Timeline

• Shipping Carrier: Orders are shipped via our partnered international logistics carriers (such as USPS, DHL, etc.). The specific carrier is automatically optimized based on the destination.

• Estimated Delivery Time: After dispatch from our warehouse, the estimated delivery time is 6-12 business days to most global destinations.

• Important Note: This is an estimated timeframe and not a guarantee. Actual transit and customs clearance times may vary and can be extended due to factors beyond our control, such as customs inspections in the destination country, local postal service efficiency, peak seasonal periods, or force majeure events. The Ordinary US Shop is not liable for delays caused by these factors.

4. Order Tracking
Once your order has shipped, we will send a shipping confirmation email containing a tracking number to your registered email address. You can use this number to check your parcel status on the carrier's official website.

5. Shipping Address & Modifications

• Please ensure that the shipping address provided at checkout (including country, city, postal code, and phone number) is complete and accurate. We cannot be held responsible for parcels lost, returned, or incurring additional fees due to an incorrect or incomplete address.

• If you need to modify your address before the order ships, please email us immediately at [email protected] with your order number. We will do our best to assist, but changes may not be possible if the order has already entered the shipping pipeline.

6. Customs, Duties & Import Taxes
For international orders:

• You, as the recipient, are the importer of record and are responsible for complying with all laws and regulations of the destination country.

• Any customs duties, import taxes, Value Added Tax (VAT), or related handling fees imposed by the destination country's customs or tax authorities are the sole responsibility of the recipient.

• The Ordinary US Shop does not include these charges in the product price and cannot predict or control their amount. We recommend checking with your local customs office for relevant tax policies before ordering.

7. Lost or Damaged Packages

• Shipping Damage: If the external box of your delivered parcel shows obvious damage, please note this with the carrier personnel before signing for receipt. If you find the product damaged due to shipping after receiving it, please contact us at [email protected] within 7 days of delivery, providing your order number and clear photo evidence. We will resolve the issue appropriately.

• Lost Package: If your parcel tracking shows as "lost" after a prolonged period without updates, please contact us promptly. We will assist you in initiating an investigation with the carrier and arrange for a reshipment or refund based on the investigation outcome.

8. Contact Us
If you have any questions regarding this Shipping Policy or the status of your order shipment, please do not hesitate to contact our customer service team.

Email: [email protected]

Thank you for your trust and support.