FAQ

When more detail is useful, this FAQ gives a practical summary of ordering, shipping, returns, and payments. The full policy pages provide the controlling details.

May I request a return or an exchange after delivery?

For customer reference, Yes. We offer a 30-day no-reason return and exchange period after delivery.

How are cancellation requests handled before and after shipment?

For immediate reference, you may request cancellation before shipment. After shipment, the Refund Policy applies.

Are taxes collected when the law requires them?

In practical terms, Taxes are collected as required by applicable law.

What types of products are offered?

In this summary, 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. Each product listing provides its applicable use, care, and safety information.

Where can an order be delivered, and is standard shipping free?

Within the store policy framework, we ship only within the United States, and free standard shipping applies to every U.S. order.

Who is responsible for the prepaid return label?

As a general rule, the merchant pays return shipping for both no-reason returns and damaged, defective, incorrect, or other quality-issue returns by providing a prepaid return shipping label.

What is the usual timeline from order placement to delivery?

To clarify the customer-care standard, Processing takes 1–2 business days and standard transit normally takes 4–6 business days.

When should I expect an approved refund on the original payment method?

For policy guidance, an approved refund is issued to the original payment method and normally appears in 5–10 business days after issuance.

Which card networks are eligible, and what is the checkout currency?

Under the applicable policy, Payments are in USD. Eligible cards include Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover.

How will I receive shipment tracking?

For a concise answer, Yes. A tracking number is provided after every order ships.

Which product categories are excluded from no-reason returns?

For a clearer overview, Custom-made goods, clearance items, gift cards, and opened intimate or hygiene-sensitive items are non-returnable, subject to applicable consumer protections.

Merchant and Customer Care Information

For a concise answer, Store name: The Ordinary

Under the applicable policy, Contact email: Support@Theorsdrnay.shop

For customer reference, Phone: (530) 187-4269

In practical terms, Physical and return address: 466 W 5th Ave, Anchorage, AK 99501, US

As a general rule, Customer care hours: Monday to Friday, 9:00 AM–5:00 PM (America/New_York).