Frequently Asked Questions
How long does shipping take?
Standard timing looks like this: 1-2 business days to get your order ready, followed by 4-6 business days on the road. Shipping is always free, and we share a tracking number so you can watch it arrive.
Do you offer free shipping?
Shipping will not cost you a cent. The Ordinary provides free delivery on all orders nationwide, and you can expect arrival in roughly 4-6 business days once your package leaves us.
How do I track my order?
After your order is packed and shipped, look for an email containing your tracking information. It lets you see where your parcel is throughout the 4-6 business day transit.
What is your return policy?
Our policy gives you 30 days from delivery to start a return or exchange. Items must be in their original condition, and certain products, namely custom orders, clearance, gift cards, and opened hygiene items, are excluded.
How do I start a return or exchange?
Contact The Ordinary customer service with your order details to open a return or exchange. Once approved, we provide a shipping address and process your refund within 5-10 business days of receiving the item.
When will I receive my refund?
Your refund is typically completed within 5-10 business days following inspection of the returned goods. If more than that passes without a credit, contact support@shipvex.shop and we will investigate.
Which payment methods do you accept?
Major credit and debit cards are accepted, including Visa, Mastercard, and Amex. Since we are a US store, all charges are in US dollars.
Can I cancel or change my order?
Need to adjust or cancel? Reach out right away at support@shipvex.shop. If your order has not entered the 1-2 business day processing stage yet, we can often make the change.
Do you ship internationally?
Domestic shipping only for now, so we deliver throughout the US but not internationally. All charges are in US dollars, and shipping is free on every order.
What should I do if my item arrives damaged or defective?
Damaged in transit? Contact us within the 30-day window and include images of the problem. We will cover the cost of putting it right, with no charge for return shipping on defective goods.
How do I contact customer support?
Need assistance? Our support hours are 9:00 AM to 5:00 PM, Monday through Friday.
What are your customer service hours?
Our hours are Monday through Friday, 9:00 AM to 5:00 PM. Reach out by email at support@shipvex.shop anytime and we will answer as soon as we are back at our desks.
Do I need to create an account to place an order?
You are welcome to order without signing up. Guest checkout is available, so you can complete your purchase in just a few steps with no registration needed.
Which items cannot be returned?
Please keep in mind that custom orders, clearance purchases, gift cards, and opened personal-care items are not returnable. These exclusions help us maintain quality and safety standards.