Help / FAQ

Find quick answers to your questions below…

Buyer’s Guide

HOW DO I USE A COUPON?

After adding items to your cart, click the “View Cart Icon” link at the top of this site to view your cart. At the bottom left of the cart page you’ll see a box where you may enter your coupon code.

HOW DO I NAVIGAE THE SITE?

To navigate this website, simply click on a category/product names you might be interested in. Categories are located on the top and right of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You’ll notice that anytime you scroll over something that is a link, your mouse cursor will become a “hand”. Whereas scrolling over anything that is NOT a link will leave your cursor as an “arrow”.  You may also click the + icon on the Shop by product name located to the right on each page to reveal sub-categories of a particular name.

You may also type a keyword into the SEARCH box to quickly find a specific product.

If you have any trouble locating a product, feel free to contact customer service for assistance.

HOW DO I FIND MY PRODUCT?

To find the product(s) you’re looking for, you may

  1. Use the navigation menus on the top, right & bottom of our website.
  2. type a keyword into the SEARCH box located in the top navigation bar of this site.

If you have any trouble locating a product, feel free to contact customer service for assistance.

 

 

HOW DO I BUY/REDEEM A GIFT CERTIFICATE?

To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, click here.

Order Status

My product is missing parts.

Click the icon on the right hand side of the top navigation bar to track your order status. Enter your login details. Then click the orders link in your account dashboard. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

Please note: You must have a user account to use this feature. This was created for when checking the create an account during your checkout.

An item is missing from my shipment.

Click the icon on the right hand side of the top navigation bar to track your order status. Enter your login details. Then click the orders link in your account dashboard. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

Please note: You must have a user account to use this feature. This was created for when checking the create an account during your checkout.

My order never arrived.

Click the icon on the right hand side of the top navigation bar to track your order status. Enter your login details. Then click the orders link in your account dashboard. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

Please note: You must have a user account to use this feature. This was created for when checking the create an account during your checkout.

How do I track my order?

Click the icon on the right hand side of the top navigation bar to track your order status. Enter your login details. Then click the orders link in your account dashboard.

Please note: You must have a user account to use this feature. This was created for you when checking the create an account box during your checkout.

How do I change quantities or cancel an item in my order?

Please contact customer service.

Please note that once an order has begun processing or has shipped, the order is no longer editable. All processed canceled orders will result in a $7.50 processing fee.

Has my order shipped?

Click the icon on the right hand side of the top navigation bar to track your order status. Enter your login details. Then click the orders link in your account dashboard.

My Account

When will my order ship?

Also, after placing your order, you may click the icon on the right hand side of the top navigation bar to track your order status. Enter your login details. Then click the orders link in your account dashboard to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

What is your return policy?

Please see our Terms & Conditions for complete details regarding our return policy.

How do I return my product?

Please click here for more information on returning an item.

I forgot my password.

Click the icon on the right hand side of the top navigation bar. Under the login box you’ll see a link that says “Link your password?”. That link will allow you to send an email to you with your password.

How do I edit my account information?

icon on the right hand side of the top navigation bar. Enter your login details. To edit your account information click the Account Details link.

How do I create an account?

During checkout you have the option of creating an account. Check the “Create and account?” checkbox. A automated email will be sent to you with your password. You may change your password at any time by logging into you account.

Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

International Shipping

What is the shipping & return policy?

Orders received by Noon EST are normally shipped the same day via USPS or FedEx and normally take approximately 3-5 business days to arrive. All orders received after Noon EST on Friday will be processed and shipped the following Monday.

We offer free shipping on orders shipped to the U.S. over $45.

Unless specified by the customer during check out, FACE, etc reserves the right to ship all merchandise via USPS, FedEx Ground or SmartPost. If a signature is required, customers are responsible for picking up items from the carrier’s office if they are not present at the time of the delivery. Customers that do not receive U.S. Mail at their address are responsible for choosing some form of FedEx delivery instead.

International Shipping: We ship International orders via USPS for an additional charge.

We reserve the right to cancel any order.

DERMALOGICA Products: We do not ship Dermalogica products in factory boxes. They are too easily damaged in transport and give the impression that the product is damaged.

Shipping to other than billing addresses: Orders shipped to other than billing addresses may be delayed until we verify the legitimacy of the alternate address. Be sure to include pertinent contact information for verification.

Reshipping: Any order reshipped due to incorrect or incomplete shipping information will have the original freight charge added to the amount due.

Orders cancelled prior to shipping are subject to a $7.50 cancellation fee.

Return Policy: We strive to provide the best products and services available, however, we understand that there may be occasions where a merchandise return is warranted. A Merchandise Return Authorization must be obtained prior to returning any item. No exchanges or credits will be processed for items returned without authorization. Unless otherwise specified, return To Stock merchandise must be returned in the same condition as when sold and is subject to a 20% restocking fee plus any incurred shipping cost. Returned goods will not be accepted after thirty (30) days from date of purchase. Returned goods without a RMA # WILL be refused and returned to sender.

(IS Clinical products have a 30 day money back guarantee less shipping costs. FACE, etc Mineral Make-up products have a 30 day money back guarantee if the product was tried and found to be unsatisfactory for any reason.)

To obtain authorization for a return, please send an email to sales@faceetc.com stating the item(s) to be returned and the reason for return. We will reply with an authorization for the return or a reason why the authorization was denied.

When will my order ship and what are my shipping charges?

Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

Do you ship to my country?

During checkout we’ll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

Guarantees

Security

We promise to protect your personal information. Any page at FACE, etc that asks you for personal information is highly secure. Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process.

Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information.

To further ensure your security, we use state-of-the-art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. FACE, etc is proud to be a GeoTrust Secure Site.

Security Policy The importance of security for all personally identifiable information associated with our Customers is of utmost concern to us. We exercise great care in providing secure transmission of your information from your PC to our servers, utilizing encryption software. Only those employees who need access to your information in order to do their jobs are allowed access, each having signed compressive nondisclosure agreements, which provides explicit legal confidentiality protections. Any employee who violates our privacy and/or security policies is subject to disciplinary action, including possible termination and civil and/or criminal prosecution. Your Acceptance of These Terms by using this site, you signify your assent to the FACE, etc Privacy Policy. If you do not agree to this policy, please do not use our site. Your continued use of the FACE, etc site following the posting of changes to these terms will mean you accept those changes. You can send an email to sales@faceetc.com with any further questions.

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Low Price Guarantee

Low Price Guarantee

It is our commitment to provide you with the best value, at the best price. We value your business and stive to keep our prices low, and SAVE you money!

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

We promise to protect your personal information. Any page at FACE, etc that asks you for personal information is highly secure. Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process.

Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information.

To further ensure your security, we use state-of-the-art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. FACE, etc is proud to be a GeoTrust Secure Site.

Security Policy The importance of security for all personally identifiable information associated with our Customers is of utmost concern to us. We exercise great care in providing secure transmission of your information from your PC to our servers, utilizing encryption software. Only those employees who need access to your information in order to do their jobs are allowed access, each having signed compressive nondisclosure agreements, which provides explicit legal confidentiality protections. Any employee who violates our privacy and/or security policies is subject to disciplinary action, including possible termination and civil and/or criminal prosecution. Your Acceptance of These Terms by using this site, you signify your assent to the FACE, etc Privacy Policy. If you do not agree to this policy, please do not use our site. Your continued use of the FACE, etc site following the posting of changes to these terms will mean you accept those changes. You can send an email to sales@faceetc.com with any further questions.

Pricing and Billing

WHEN WILL MY CREDIT CARD BE CHARGED?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

I need a copy of my receipt/invoice.

Your receipt has been sent to the email address you provided during checkout.

I have a question on my charges.

Please contact customer service for further assistance.

Do I have to pay sales tax?

Sales Tax is charged on orders shipped within AZ.

Additional Support

HOW DO I CONTACT YOU?

Please click here for our company contact information.

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