FAQ

In this summary, the answers below cover common ordering and product-support topics. When an answer is summarized, the corresponding full policy provides the controlling detail.

When should an order leave and arrive?

For a concise answer, Allow 1–2 business days for processing and normally 4–6 business days for standard carrier transit.

May I stop an order before dispatch?

When more detail is useful, Yes. Request cancellation before shipment; after dispatch, follow the Refund Policy.

How quickly is an approved refund posted?

For a clearer overview, the refund goes to the original payment method and normally appears in 5–10 business days after issuance.

Which no-reason returns are excluded?

As a general rule, Custom-made goods, clearance or Final Sale items, gift cards, and opened intimate or hygiene-sensitive products are excluded, without limiting rights for a product problem.

Who covers the cost of sending an approved return back?

In practical terms, the merchant pays return shipping for no-reason returns and for damaged, defective, incorrect, or missing items by supplying a prepaid label.

What currency, cards, and taxes apply?

For immediate reference, checkout is in USD and supports eligible Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover cards; taxes are collected as required by law.

How can I follow a shipment?

Under the applicable policy, a tracking number is sent after the parcel ships and may need a short time to activate.

Is delivery available outside the United States?

Within the store policy framework, No. We ship only within the United States, and free standard shipping applies to every U.S. order.

What types of products are sold here?

For policy guidance, the live catalog features skincare products, including facial cleansers, targeted facial serums and solutions, hydrating and moisturizing care, exfoliating care, eye-area care, and facial oils, subject to current availability.

What is the return and exchange window?

For customer reference, The 30-day no-reason return and exchange period starts when the order is delivered.

Where should I find product-specific care or safety guidance?

To clarify the customer-care standard, customers should review the applicable product page and packaging for the ingredient list, directions, compatibility guidance, cautions, and other safety notices.

How to Reach the Merchant

To clarify the customer-care standard, Business name: The Ordinary

For a concise answer, Email Support@theorrdeiary.shop or call (803)627-4195 for customer care.

Under the applicable policy, Business and default return location: 161 N Virginia St, Las Cruces, NM 88001, US

For customer reference, the customer care desk is available Monday to Friday, 9:00 AM–5:00 PM in the store's local timezone (America/New_York).