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Frequently Asked Questions
***Due to the impact of COVID-19 and increased order volumes, orders may be delayed.***
- 01. How do I contact Customer Service?
- 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. Why can't I purchase more than 10 units of any single product?
- 15. I'd like to be added to your email list. What do I do?
- 16. How can I be removed from your email list?
- 17. Is my information secure?
- 18. Am I able to stack promotions? Can I combine promotions or promotion codes?
- 19. What if the item I want is out of stock? Will you honor the promotion?
- 20. Can I cancel or edit my order?
- 21. There’s a better deal on this product today, can you honor today’s deal or cancel my other order?
- 22. How do I get the free gift with my purchase?
- 23. Why is the Neutrogena Skin360® app being discontinued?
- 24. What will happen to my Neutrogena Skin360® account?
- 25. Is there anything I need to do prior to the Neutrogena Skin360® app being discontinued?
- 26. How can I access or download my data from the Neutrogena Skin360® app?
- 27. What are important dates to know for the Neutrogena Skin360® app being discontinued?
- 28. What features will be available on the Neutrogena Skin360® web experience?
- 29. What if I didn't find my question here?
Answers
01. How do I contact Customer Service?
Click here to contact us.
Back to Top02. 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 Top03. 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 Top04. 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 Top05. 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 Top06. 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 Top07. 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.
Back to Top08. 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.
***Due to the impact of COVID-19 and increased order volumes, orders may be delayed.***
Back to Top09. 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 Top10. 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 Top11. 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.
Back to Top12. What payment methods do you accept?
Neutrogena.com accepts the following forms of payment:
- American Express
- Apple Pay
- Discover
- Klarna
- Mastercard
- PayPal
- Visa
Your credit card will not be charged until your item is shipped.
Back to Top13. 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 Top14. Why can't I purchase more than 10 units of any single product?
We limit the quantity to 10 units for any single product per order. If you would like to purchase more than 10 units of one product, please contact our customer service team and they would be happy to assist you.
Back to Top15. 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 Top16. 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 Top17. 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.
Back to Top18. Am I able to stack promotions? Can I combine promotions or promotion codes?
Most promotions will NOT be able to be stacked. We will be offering some of the best deals you’ll see all year!
Back to Top19. What if the item I want is out of stock? Will you honor the promotion?
Offers are only good while supplies last. There are limited quantities of some products, so don’t wait!
Back to Top20. Can I cancel or edit my order?
Orders cannot be canceled or edited once they are placed on the website. You can contact customer service for assistance on your order.
Back to Top21. There’s a better deal on this product today, can you honor today’s deal or cancel my other order?
Promotions will only be valid for the day that you place your order. If you cancel a previous order and want to re-order, there is no guarantee that the same items will be in stock or available on a different day.
Back to Top22. How do I get the free gift with my purchase?
If there is a “Free Gift with Purchase” promotion occurring, the Free Gift will be automatically added to your cart once conditions of the offer are met. Check your cart for the Free Gift before checking out to see that the item is included.
Back to Top23. Why is the Neutrogena Skin360® app being discontinued?
We want to focus on giving you the best experience on the Neutrogena Skin360® web-based tool. On the website you'll continue to have the ability to scan your face and see your scores, review key ingredients, answer questions about your skin, see products for your skin goals, and purchase products you may like. We're excited to share new updates and functionality to make the experience even more personalized and useful!
Back to Top24. What will happen to my Neutrogena Skin360® account?
While your Neutrogena Skin360® app account may be going away, you don't need an account to enjoy all the benefits of the Neutrogena Skin360® web-based experience. Make sure you take a screenshot in the app of any information you'd like to save such as past selfies, scan scores, or progress graphs.
Back to Top25. Is there anything I need to do prior to the Neutrogena Skin360® app being discontinued?
No, you don’t need to do anything prior to the app being discontinued unless you want to take screenshots of any of your information before you don't have access to it.
Back to Top26. How can I access or download my data from the Neutrogena Skin360® app?
While there is no way to export your data, we recommend taking screenshots of information you would like to save, including past selfies, scan scores, and progress graphs. If you want your data to be sent as a csv file, you can submit a request through this form: https://privacyportal-cdn.onetrust.com/dsarwebform/96f23ee1-34e3-41d6-8d5a-07f0d554152b/83bc2fd2-1604-4e64-93e5-2670b01de08b.html?web-based toolName=www.neutrogena.com
Back to Top27. What are important dates to know for the Neutrogena Skin360® app being discontinued?
The Neutrogena Skin360® app will no longer be available after April 20, 2023.
Back to Top28. What features will be available on the Neutrogena Skin360® web experience?
With Neutrogena Skin360®, you will have the ability to scan your face and see your scores, review key ingredients, answer questions about your skin goal, receive product suggestions to consider, and purchase products.
Back to Top29. 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. 2023.
