My order never arrived.Updated 5 months ago

If your order hasn't been delivered, we apologize. Sometimes, the carrier tracking status can be incorrect and marked as delivered before your order arrives. There's a chance your order is still in transit and will arrive within a 2 to 3 day window. If you still have not received your order and it shows delivered, we kindly ask that you reach out to the shipping carrier directly to provide proof that the order was misdelivered or lost. Colorescience requires this documentation from the carrier before we can offer a refund or replacement.

Undelivered shipments must be reported to us at [email protected] within 15 days after the carrier shows they have resolved the issue or cannot resolve the issue/error.

Should your shipment not arrive, we will honor a one-time courtesy reshipment, not a refund, only if the proof from carrier has been provided. 

If you are shipping through an International Courier Service or a freight forwarder, we are not responsible for final destination delivery of goods.