Frequently Asked Questions
- 01. When is the customer service center open?
- 02. What if I am having trouble ordering from your online store?
- 03. How do I apply my offer code?
- 04. How long will offers be available on Neutrogena.com?
- 05. How do I know if an item is available?
- 06. How do I check the status of my order, return or exchange?
- 07. Do you send order confirmations?
- 08. Why is my order delayed?
- 09. Where do I make changes to my account?
- 10. How do I change my billing and/or shipping address?
- 11. What is your return policy?
- 12. What payment methods do you accept?
- 13. What if the product I ordered on the site looks different than the product I received?
- 14. I'd like to be added to your email list. What do I do?
- 15. How can I be removed from your email list?
- 16. Is my information secure?
- 17. What if I didn't find my question here?
01. When is the customer service center open?
Our Customer Service department is open 9 AM-7 PM EST Monday-Friday to answer your questions. Click here to contact us.Back to Top
02. 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.Back to Top
03. 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.Back to Top
04. How long will offers on Neutrogena.com 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.Back to Top
05. 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.Back to Top
06. 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.Back to Top
07. 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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08. 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.Back to Top
09. 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.Back to Top
10. 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.Back to Top
11. 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. More details.
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12. What payment methods do you accept?
Neutrogena.com accepts the following forms of payment:
- American Express
Your credit card will not be charged until your item is shipped.Back to Top
13. 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.Back to Top
14. I'd like to be added to your mailing list. What do I do?
Click here to sign up for our email newsletter. Once registered, you'll be able receive emails about new products, special promotions, and exclusive offers for subscribers.Back to Top
15. 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 email communication.Back to Top
16. Is my information secure?
17. 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.Back to Top
© Johnson & Johnson Consumer Inc. 2017.