Shipping policy

Shipping Policy

Shipping Coverage & Currency

We ship to U.S. customers exclusively and do not process orders for locations beyond national borders. Everything you see priced on shipvex.shop reflects USD, inclusive of a tax line that we compute lawfully at the point of sale. This domestic-only scope allows us to keep handling tight and delivery windows predictable.

Order Processing Time

Our warehouse commits to preparing your shipment within 1-2 business days under normal conditions. That interval accounts for stock picking, packing, and printing your shipping documentation, all performed on regular work days. It does not include the additional days your order will spend moving through the delivery network.

Estimated Delivery Time

After leaving our facility, most shipments arrive in 4-6 business days. Transit time is separate from the preparation stage, so your full order-to-doorstep timeline is the sum of both windows. Remote or rural ZIP codes may sit at the longer end of the range.

Shipping Costs

Good news for every shopper: The Ordinary offers free shipping on all orders with no minimum spend required. There are no hidden handling charges, surcharges, or fuel fees added at checkout, so the price you see is the price you pay, plus any legally applicable tax. This standard free shipping applies to every U.S. destination we serve.

Order Tracking

We keep you informed by providing a tracking number for all outbound orders. Once you receive the shipping confirmation, click the enclosed link to see your parcel's current location and estimated arrival. Should the tracking status stall or appear inaccurate, our support team is happy to investigate with the carrier.

Shipping Delays

From time to time, our standard delivery windows are affected by circumstances we cannot prevent. Busy retail seasons, extreme temperatures, storms, and other acts of nature commonly disrupt shipping across the country. In these cases we appreciate your understanding, as the estimates we provide cannot fully account for carrier-side interruptions.

Lost or Damaged Packages

Should a package be lost in transit or reach you in poor condition, we stand behind every order. Reach out to our support team with your order number and, for damage, clear pictures of the affected goods, and we will investigate promptly. Depending on the outcome, we will reship the item or issue a refund so you are not left out of pocket.

Address Accuracy

Before you pay, take a moment to verify that your shipping address is spelled correctly and includes any necessary suite or apartment number. The Ordinary accepts no liability for parcels that are lost or delayed because the address given was wrong. If the courier sends an undeliverable package back to us, we will coordinate with you on reshipment, which may carry an extra charge.

Order Changes & Cancellations

We understand plans shift, so we allow order edits and cancellations up until the moment your package is handed to the courier. Simply email or call us with the specifics, and we will update or cancel the order if it is still being processed. Unfortunately, once tracking is generated and the item ships, changes are locked in.

Contact Us

Have a concern we have not covered here? Our hours of operation are Monday-Friday, 9:00 AM to 5:00 PM, and we typically reply to all messages within a single business day. For postal mail, our address is 1411 Wells Ave SE, Huntsville, Alabama 35801, US.