Frequently Asked Questions

What is Neutrogena Store?

Shop.Neutrogena.com is a shopping site featuring acne and skincare products from Neutrogena at great prices, giving you the opportunity to shop for some of our best-selling products while taking advantage of offers you'll only find here.

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How long will offers on Neutrogena Store be available?

Some of our offers are only valid for a limited time. But we're always adding great new offers to our site, so make sure to check back often.

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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.

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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.

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How do I apply my promotion code?

To redeem a promotion, simply enter the code you received in the box titled "Promotional Code" during Step 3 of the checkout process. In some cases, only one code may be applied per order.

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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.
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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.

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What if I am having trouble ordering from your online store?

Please contact us at 1-888-984-2464, or through our Contact Us section.

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What if the product I ordered on the site looks different than the product I received?

We periodically update the packaging of our products, so it's possible that you may receive a product that looks slightly different from what is depicted on the site. If you still feel that you have received the wrong product, please contact Neutrogena Customer Service at 1-888-984-2464, or through our Contact Us section.

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When is the customer service center open?

Our Customer Service department is open 8 AM-8 PM EST Monday-Friday to answer your questions. Click here to contact us.

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I'd like to be added to your mailing list. What do I do?

Click here to register on our site. Once registered, you'll be able receive emails about site updates, special promotions, and new products.

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How can I be removed from your mailing list?

You can unsubscribe from the Neutrogena mailing list at any time. Simply select the "Unsubscribe" link at the bottom of any Neutrogena e-mail communication.

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Is my information secure?

You can be assured that personal information collected through this site is secure. Please read our Privacy Policy to learn more.

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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. return

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.

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What if I didn't find my question here?

If you have a question that's not answered in our FAQs, we want to hear it. Simply send your question via our Contact Us page.

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