Last updated: May 1, 2026
Welcome to our FAQ page. Below you will find answers to the most common questions about ordering, shipping, returns, and our online‑only store. If you cannot find the information you need, please contact us at info@theordinary.sbs.
Q: Are your products guaranteed?
A: Yes. We are committed to providing quality products. If you experience any defect, damage, or receive an incorrect item, we will make it right through our 30‑day return policy (free return shipping, no restocking fees). See our full Return & Refund Policy for details.
Q: Do you have a physical store where I can visit or pick up an order?
A: No. We are an online‑only retailer. We do not operate any physical storefront open to the public. All orders are shipped directly to your address. Our business address (11603 Sendera Lane, Richmond, TX) is used for registration and returns only – it is not a customer‑accessible location.
Q: Where do you ship?
A: We ship exclusively to the contiguous United States (the 48 states plus Washington, D.C.). We do not ship to Alaska, Hawaii, U.S. territories, APO/FPO addresses, or P.O. boxes. We also do not offer international shipping.
Q: How much does shipping cost?
A: Shipping is free on every order. No minimum purchase is required.
Q: How long does it take to receive my order?
A: Orders are processed within 1–2 business days. After processing, delivery takes 3–5 business days within the contiguous U.S. You will receive a tracking number once your order ships.
Q: Can I cancel or change my order after placing it?
A: If you need to cancel or change your order, contact us immediately at info@theordinary.sbs. If your order has not yet entered processing (usually within a few hours of placement), we may be able to cancel or modify it. If it has already been processed or shipped, you cannot cancel it – instead, you may return the item under our 30‑day return policy for a full refund.
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, and PayPal. We do not accept American Express, Discover, cash, checks, money orders, or COD.
Q: How do I return an item?
A: Email us at info@theordinary.sbs with your order number and reason for return. We will send you a free prepaid return shipping label. Pack the item unused and in its original packaging, attach the label, and drop it off at the indicated carrier location. Ship the return to 11603 Sendera Lane, Richmond, TX 77407.
Q: How long do I have to return an item?
A: You have 30 calendar days from the date you receive your item to request a return.
Q: Do I have to pay for return shipping or restocking fees?
A: No. Return shipping is free, and we do not charge any restocking fees.
Q: When will I get my refund after returning an item?
A: Once we receive and inspect your return, we process the refund within 1–2 business days. The refund is issued to your original payment method. Depending on your bank or card issuer, it may take an additional 7–10 business days to appear on your statement.
Q: My package arrived damaged or something is missing. What should I do?
A: Contact us within 7 days of delivery at info@theordinary.sbs with your order number and photos of the damaged item or packaging. We will arrange a free return and send you a replacement or issue a full refund.
Q: What if my package is lost or never arrives?
A: If your tracking shows “delivered” but you have not received the package, first check with neighbors or your local carrier. If it has been more than 10 business days past the estimated delivery date and you have no tracking update, contact us. We will investigate with the carrier and either reship the order or refund you.
Q: Can I exchange an item for a different size or color?
A: We do not offer direct exchanges. If you need a different item, please return the original item for a refund (free 30‑day return) and place a new order separately.
Q: Are you affiliated with any other skincare brand or company?
A: No. We are an independent online retailer. We have no affiliation, partnership, or association with any other brand unless explicitly stated on a product page. Any similarity in name or product range is coincidental.
Q: Do you ship outside the United States?
A: No. We currently ship only to the contiguous United States. We do not offer international shipping or shipping to Alaska, Hawaii, or U.S. territories.
Q: What if I entered the wrong shipping address?
A: Contact us immediately at info@theordinary.sbs. If your order has not yet shipped, we may be able to update the address. If it has already shipped, we cannot change the delivery address, and we are not responsible for orders delivered to an incorrect address provided by the customer.
Q: How can I contact customer service?
A: You can email us at info@theordinary.sbs or call +1 713-249-0836. Our business hours are Monday–Friday, 9:00 AM – 6:00 PM (Central Time).
Q: Do you offer any warranty beyond the 30‑day return period?
A: Our 30‑day return policy is the standard remedy for any product issues. After 30 days, we cannot accept returns or provide refunds unless required by applicable state law.
Q: Is my payment information secure on your website?
A: Yes. We use SSL encryption on all pages that collect personal information. Payment transactions are processed through PCI‑compliant gateways (Stripe and PayPal). We do not store your full credit card details on our servers.
Q: Do you use cookies on your website?
A: Yes. Our website uses cookies to remember your cart items and improve your browsing experience. You can disable cookies in your browser settings, but some features may not work properly. See our Privacy Policy for more information.
Q: Can you provide a receipt or invoice for my order?
A: Yes. You will receive an order confirmation email immediately after purchase. A final receipt with tracking information is sent when your order ships. If you need a duplicate invoice, please email us.
This FAQ page is for general guidance only. In case of any conflict between this FAQ and our official policies (Shipping, Return & Refund, Privacy, Payment, Terms of Service), the official policies prevail.