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FAQs

Order Status

Has my order shipped?

Click the “My Account” link at the top of our site, then “View Order Status”.

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

Click the “My Account” link at the top of our site, then “View Messages”. Here, you can receive and send messages to Acneceuticals regarding your order, request to make a change or cancel your order.

How do I track my order?

Click the “My Account” link at the top of our site, then “View Order Status”.

My order never arrived.

Click the “My Account” link at the top of our site, then “View Order Status”. Confirm that all items in your order have already been shipped. If your order shows Package Tracking Numbers, check with the shipper to confirm whether or not the package has been delivered. If each package shows up as already delivered, contact customer service for further assistance.

An item is missing from my shipment.

Click the “My Account” link at the top of our site, then “View Order Status”. Confirm that all items in your order have already been shipped. If your order shows Package Tracking Numbers, check with the shipper to confirm whether or not the package has been delivered. If each package shows up as already delivered, contact customer service for further assistance.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will ship them to you.

My Account

How do I create an account?

Click the “Sign In” link at the top of our site. Click the link, “Click here to create a new account.” Follow the instructions on the screen.

How do I edit my account information?

Click the “My Account” link at the top of our site, then “Your Account Details” to edit your account.

How much is my shipping?

Shipping is calculated prior to submitting your payment information. To estimate your shipping costs, add items to your shopping cart. Below "Subtotal," click "Estimate Shipping & Tax". Choose your country and state from the drop down menus, then enter your zip code. Click "Estimate Shipping & Tax" and the amount will be calculated and added to your total.

I forgot my password.

Click the “Sign In” link at the top of our site. Below the Username and Password fields, you will see “Forgot your password?” Click this link and follow the instructions.

I received the wrong product.

If you feel that you received the wrong product, please contact customer service within 72 hours of receiving the product.

When will my order ship?

Click the “My Account” link at the top of our site to keep track of the status of your order.

International Shipping

Do you ship to my country?

At this time, products can only be shipped to addresses within the United States.

What are my payment choices?

During the checkout process, you may choose any of our current payment options and continue placing your order. Please note that your order will not be shipped until we have received payment.

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

Shipping is calculated prior to submitting your payment information. To estimate your shipping costs, add items to your shopping cart. Below "Subtotal," click "Estimate Shipping & Tax". Choose your country and state from the drop down menus, then enter your zip code. Click "Estimate Shipping & Tax" and the amount will be calculated and added to your total. We will ship your order shortly after we receive payment from you.

Guarantees

Privacy Policy

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

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Pricing and Billing

I have a question regarding my charges.

Click the "My Account" link at the top of our site, then "Completed Orders". Compare your order history with your financial records. If you have any further questions or concerns, please contact customer service for assistance.

I need a copy of my receipt/invoice.

Click the "My Account" link at the top of our site, then "Completed Orders". Invoices can be printed here.

When will my credit card be charged?

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

How do I buy/redeem a gift certificate?

Gift certificates are not offered through the website at this time.

How do I find a product?

To find a product you are looking for, type a short description or key word into the search box in the top right corner of our site.

How do I navigate the site?

To navigate the website, you may use a number of options to move from page to page. To reach the home page from any internal page, click the Acneceuticals icon in the top left corner. There are navigation menus at the top and bottom of the site. 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 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 use a coupon?

To apply a coupon to your purchase, first add the desired products to your shopping cart. Then, proceed to checkout. Enter your billing and shipping information as well as your preferred shipping option. When you reach Step 4: Order Confirmation, a blue box will appear below Grand Total. Here, you may enter a discount or coupon code, and then hit apply. The discount will be deducted from your total.

What is the return policy?

If you have an issue with your product, please contact customer service for assistance.

Additional Support

How do I contact you?

At the top left of our site, click "Contact". Here, you may submit your comments and/or concerns in the form. We will contact you shortly after receiving the inquiry.