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Contact Us / Contact Information

Email Support

Our support inbox, support@shipvex.shop, is staffed by real people who handle everything from sizing advice to shipping updates. Please avoid sending the same question through several channels at once, as duplicate tickets can slow down our reply to you and to everyone else waiting. One clear email with the relevant details is all it takes to get help. To get in touch about billing, delivery, or product questions, address your message to support@shipvex.shop. We ask that you keep everything related to one order inside a single email thread so the full context stays together in one place. A concise summary of the problem, plus any reference numbers, is usually enough for us to jump straight to helping you.

Support Hours

Our customer support team is available Monday-Friday, 9:00 AM-5:00 PM, and we do our best to work through every message received during those hours the same day. Requests that arrive on weekends or public holidays are queued and answered on the next business day. Because our hours follow a standard business week, planning your inquiry accordingly will get you the quickest turnaround. Support is staffed during regular business hours, specifically Monday-Friday, 9:00 AM-5:00 PM. Anything that comes in after 5:00 PM, over the weekend, or on a holiday is picked up when we return to our desks. We appreciate your patience during closed hours and prioritize the oldest waiting messages first when we reopen.

Response Time

We aim to reply to every email within 24-48 hours of receiving it, not counting weekends and holidays when our office is closed. During busy periods such as sales events or major shipping seasons, responses may take slightly longer, and we appreciate your patience. If you have not heard from us within that window, please check your spam folder before following up. Replies generally go out within 24-48 hours of your message reaching our inbox. Volumes rise around promotions and holidays, and during those stretches the timeline may stretch a little; either way, we will always get back to you. Each response is written by a real team member who has actually reviewed your account.

Mailing Address

Our business operates from 1411 Wells Ave SE, Huntsville, Alabama 35801, US, listed here in the interest of full transparency. This is the address of record for The Ordinary and not a customer-facing location or warehouse. Please arrange any shipment to us through support in advance so nothing is lost or delayed. We are headquartered at 1411 Wells Ave SE, Huntsville, Alabama 35801, US. This address identifies our registered business and is provided for your peace of mind and for any paperwork that requires it. Kindly do not treat it as a returns depot; all exchanges and refunds begin with an email to our support team.

Phone

Prefer to talk it through? Lines can get busy at peak times, so if you cannot get through, a follow-up email to our support address is usually the faster path to a resolution. We answer calls only during our published weekday hours. Calls placed outside those hours will reach voicemail, which we check on the next business day. When you call, having your order confirmation in front of you helps us verify your account and assist you more quickly.

How We Can Help

We can support you with order-related matters such as delivery updates, changing an address before your parcel ships, canceling an order that has not yet gone out, and processing 30 day returns or exchanges. Beyond logistics, we field product questions and recommendations to help you choose well the first time. Just describe your situation and we will take it from there. From pre-sale advice to post-delivery care, our representatives handle it all: product specifications, stock availability, shipping and tracking, and the full returns and refund process. If an item arrives damaged or incorrect, tell us right away and we will make it right. We view every interaction as a chance to earn your trust, not just close a ticket.

Connect With Us

We are active on social media, and it is a fun place to discover what is new and connect with other customers. For privacy and speed, though, we handle real support requests by email rather than through public comments or direct messages. Think of our social pages as the front window and our support inbox as the help desk. Stay in the loop by following The Ordinary online, where announcements and new releases go up first. We do read comments and messages there, but response times are not guaranteed and public threads are not the right place for private order details. For dependable, trackable help, reach us at support@shipvex.shop.