Frequently Asked Questions

The answers below summarize the main shopping and support rules for The-Ordinary.

Where do you ship?

We currently ship only within the United States. All US orders receive free standard shipping.

How long will my order take?

Processing normally takes 1–2 business days, followed by an estimated 4–6 business days in transit.

Will I receive tracking?

Yes. A tracking number is provided after the order ships.

Can I return or exchange an item?

Eligible returns and exchanges may be requested within 30 days after delivery, including change-of-mind requests. We cover eligible return shipping and provide a prepaid label or equivalent free return arrangement.

When will my refund arrive?

Approved refunds are returned to the original payment method and generally take 5–10 business days to appear after processing.

Which payment methods are accepted?

Checkout may support Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover. Transactions are processed in USD.

Can I cancel an order?

Cancellation may be requested before shipment. After shipment, the Refund Policy applies.

How should I choose or use a product?

Review the product page, ingredient list, specifications, directions, patch-test guidance, and safety warnings. Do not rely on the site as medical advice, and seek qualified guidance when appropriate.

How can I contact support?

Email hamidakhatun6373f@gmail.com or call (304) 943-5993 Monday to Friday, 9:00 AM–5:00 PM PDT. Include your order number for order-specific questions.

Merchant contact details

The-Ordinary
Email: hamidakhatun6373f@gmail.com
Phone: (304) 943-5993
Address: 639 13th St NW, Washington, District of Columbia, 20005, United States