How do I change my billing and/or shipping address?
To edit your billing and/or shipping address, follow the directions above in “Where do I make changes to my account?”, and select the “Address Book” section. Once you’re there, you’ll be able to add, edit, or remove addresses used for billing and shipping.
When is the customer service center open?
Our Customer Service department is open 9 AM-7 PM EST Monday-Friday to answer your questions.
How do I know if an item is available?
Stock availability is updated regularly. If an item is unavailable, it will be reflected on the product page.
How do I check the status of my order, return or exchange?
You can check on the status of your order by clicking on the Order History page in the ‘My Accounts’ section of our online store.
Do you send order confirmations?
Yes, we automatically send you an email confirmation of your order. In addition, we will send you another email confirmation after your order has shipped. If you have not received your confirmation, please double check the email address you provided.
Why is my order delayed?
Orders are generally processed within 24 hours. If your Order Status indicates that your order has not yet shipped but the merchandise is in stock, this could be the result of one of the following:
We were unable to obtain a proper credit approval for your purchase
We were provided a credit card billing address that could not be verified with your credit card issuer.
Please note that it’s important to provide the phone number registered with your credit card issuer when you place your order, so that we may reach you to discuss any problems with your order. We use only verified phone numbers in an effort to further ensure your order’s security.
What payment methods do you accept?
MD Essence accepts the following forms of payment:
Your credit card will not be charged until your item is shipped.
Where do I make changes to my account?
To edit your account information, go to the My Account section. After logging in, you will have access to your general account information, address book, wish list, and order history.
What is your return policy?
If for any reason you are not completely satisfied with your Neutrogena.com purchase you can return the products for a full refund of the purchase price (less original shipping and handling fees) within 30 days of purchase. Shipping costs for any returns will not be reimbursed by Neutrogena.com unless there was a shipping error or product damage.
How do I apply my promotion code?
To redeem a promotion, simply enter the code you received in the box titled “Offer Code” during the checkout process. Please note only one offer code can be applied per order.