Acure FAQ – Find Answers to Your Skincare Questions

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FAQs

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Orders

Shipping

Products

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Orders

Can I use a welcome coupon or other discount codes during site-wide promotional sales? Plus thinMinus thin

To bring you the best possible savings during our special promotions, additional discount codes—including welcome coupons and other promotional codes—cannot be used, combined, or stacked on top of site-wide sale prices. We aim to ensure you always get the best value, and we appreciate your understanding of this policy.

How can I apply a coupon to my order? Plus thinMinus thin

After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. Below the list of products, you will see a box where you may enter a valid coupon code to apply the discount to your order.

How can I cancel or make changes to my order? Plus thinMinus thin

To cancel or make changes to the items in your order, please contact customer service at 877-902-2873, however please note that once an order has begun processing or has shipped we are unable to make any changes or cancellations.

Shipping

What is the shipping policy? Plus thinMinus thin

We do our best to process all orders within 24 hours, however processing time can take up to 3 business days. Delivery times are based on orders placed between Monday – Friday.

Shipping costs are automatically calculated during checkout prior to order completion. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

For Expedited 2 Day and 1 Day Shipping: orders must be placed by 12pm Eastern Standard Time (EST) to be processed on the same business day otherwise it will be processed the next day. All orders are shipped and delivered according to business days and holiday schedules.

If your order contains a hazmat item, it must ship ground (2-8 days total delivery time.)

Free ground shipping is available on all orders of $65 or more (order must reach $65 prior to taxes and after any applicable discounts). Orders typically arrive in 7-10 business day via SurePost (UPS - USPS) within the continental US, however can vary slightly.

Orders shipping to Hawaii and Alaska are shipped via USPS and may take up to 3-5 weeks for delivery. Additional Expedited shipping options for these locations are not currently available.

Orders shipping to PO BOXES are shipped via FedEx SmartPost and typically arrive in 7-10 business days

Shipping times may vary based on product availability and/or current promotional period.

Restricted Hazardous Items Certain items are considered hazmat materials due to being air-powered and are restricted and required by the U.S. Department of Transportation to be shipped by ground-only transport, due to air transport restrictions and regulations. For these shipments, expedited shipping is not available. If you are located in Alaska or Hawaii, please call customer service at 877-902-2873 for assistance in placing your order.

INTERNATIONAL SHIPPING Shipping is available within the U.S. only.

APO/FPO/DPO Military Addresses All shipments to APO, FPO, and DPO addresses are sent via Smartpost (Fedex- USPS). Due to military handling time, delivery to some destinations may take up to 21 days. Restricted items may increase handling time.

Business Days & Holidays All orders ship Monday - Friday, excluding federal holidays within the United States.

Packages are not shipped or delivered on the following holidays:

New Year's Day
Martin Luther King Jr. Day
President's Day
Memorial Day
4th of July
Labor Day
Thanksgiving
Christmas
Columbus Day
Veteran’s Day

Tracking Orders When your order is ready to be shipped, you will receive an automated shipment confirmation e-mail. The majority of our orders are shipped within 1-3 business days after the order has been placed. The e-mail will contain shipment details, your tracking number, and a link to the selected carrier site. To track the order, click on the tracking number located in the email.

For any additional questions regarding the shipment of your order, please contact customer service at 877-902-2873.

How can I tell if my order shipped? Plus thinMinus thin

Click the “My Account" link at the top right hand side of our site to log into your Account. Once you are logged into My Dashboard, you will see a list of your most recent orders and their status. To see a complete history of all your orders, click on the link labeled MY ORDERS to the left below the section labeled MY ACCOUNT.

When will my order ship? Plus thinMinus thin

We do our best to process and ship all orders within 24-48 business hours of order placement, excluding weekends and holidays which may further delay shipment. Processing time is also subject to item availability, so we recommend checking each item’s individual page for more information on its availability. Once your order ships, you will receive a shipment notification via email.

What do I do if my order never arrived? Plus thinMinus thin

Please contact customer service at 877-902-2873 for further assistance.

What do I do if an item is missing, damaged or incorrect in my shipment? Plus thinMinus thin

Please contact customer service at 877-902-2873 for further assistance.

Products

Why does the ingredient list on the product I received vary slightly from what is listed on the website? Plus thinMinus thin

In an effort to continually provide the safest nontoxic personal care products available, we do make adjustments to our formulas from time to time. The ingredient changes are always made to improve the formula's efficacy and performance.

Payment

What are my payment choices? Plus thinMinus thin

We currently accept the following forms of payment: Mastercard, Visa, American Express and Discover Card. If you do not see your specific payment method in the dropdown menu at checkout, we do not accept that method of payment at this time. Due to security reasons and our current payment processing abilities, we only accept credit cards with a valid U.S. billing address. We do not accept any international payment methods at this time.

When will my credit card be charged? Plus thinMinus thin

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

Why do I have to pay sales tax? Plus thinMinus thin

Sales tax is charged on certain orders as required by law and depends on your specific location.

What do I do if I have questions regarding charges on my credit card? Plus thinMinus thin

Click the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact customer service at 877-902-2873 for further assistance.

What do I do if I need a copy of my receipt/invoice? Plus thinMinus thin

Click the "My Account / Order Status" link at the top right hand side of our site. Once logged in, click to the left the link “My Orders” under the section labeled “MY ACCOUNT.” Once you have selected the order you wish to view, click “Print Order” to print a copy of your invoice.

Returns

What is the return policy? Plus thinMinus thin

If you purchased from our website and are not 100% satisfied with your purchase for any reason, please email or call our customer service at orders@acure.com or 1-877-902-2873 to obtain a Return Authorization Number.

Please return your item within 365 days with proof of purchase to receive a refund or exchange.

We will gladly provide a prepaid shipping label. Your refund or exchange will be processed within 48 - 72 hours upon receipt of merchandise.

When will my return credit appear on my account? Plus thinMinus thin

Your refund will be processed within 48 - 72 hours upon receipt of merchandise. All returns must be pre-authorized by our customer service department and must have been originally purchased from www.acure.com.

Account

How do I create an account? Plus thinMinus thin

Click either the "My Account” or “Log In" links at the top right side of our site.
For New Customers, click “Create An Account”
Then simply follow the prompts to complete setting up your account. Your information is NEVER sold and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information? Plus thinMinus thin

Log into your account, Then select “Account Information on the left-hand side under the section labeled “MY ACCOUNT” to change your name, username and/or password. Select “Address Book” on the left-hand side under the section labeled “MY ACCOUNT” to make any changes to your shipping and/or billing addresses.

What do I do if I forgot my password? Plus thinMinus thin

Click the "My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with instruction on how to reset your password.

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