Shipping Policy

Last updated: June 15, 2026

Store Service Note

This store version handles delivery questions by looking first at processing status, then tracking movement, then address accuracy, so customers receive guidance that matches the actual stage of the shipment.

The Ordinary provides free shipping for eligible orders placed through [[policy_domain]]. This Shipping Policy explains normal handling, delivery estimates, address responsibilities, and delay rules for orders containing skincare, body care, hair care, and personal care products.

Order Processing Time

Orders are normally reviewed, packed, and prepared within 1-2 business days. Processing may take longer during peak periods, holidays, payment reviews, inventory checks, address verification, severe weather, or other events outside normal operations.

Transit Time

After an order leaves our fulfillment process, estimated transit time is usually 2-4 business days. Delivery estimates are not guarantees because carriers may experience route changes, weather events, service disruptions, high-volume periods, or scanning delays.

Free Shipping

Free shipping applies according to the shipping options shown at checkout. If a customer requests a special service, reshipment, address correction, return shipment, or non-standard delivery action, additional costs may apply when permitted by law and store policy.

Shipping Address Accuracy

Customers must provide a complete and accurate shipping address, email address, and phone number when placing an order. We are not responsible for delays, failed delivery, returned packages, or lost packages caused by incomplete, incorrect, inaccessible, or outdated address information supplied by the customer.

Tracking and Delivery

When tracking is available, tracking information will be sent after fulfillment. Carrier tracking may take time to update after the label is created. A package marked delivered by the carrier is generally considered delivered unless the carrier confirms a delivery issue.

Lost, Delayed, or Damaged Packages

If a package appears lost, delayed, or damaged, contact us promptly with the order number and any carrier information. For damaged items, keep the item and packaging and provide clear photos so we can review the issue under the Refund Policy.

Shipping Restrictions

Some addresses, regions, products, or delivery methods may be unavailable. We may cancel or modify an order if shipping cannot be completed safely, legally, or commercially using available carriers.

Contact for Policy Questions

Questions about this policy or an order can be sent to The Ordinary through the contact details below. Please include your order number when the question relates to a purchase.

Website: [[policy_domain]]
Email: [[policy_email]]
Mailing address: 6277 S Nash Way, Chandler, Arizona, 85249, United States
Phone: 4806897053