SHIPPING & PAYMENT POLICY

Last updated: August 29, 2026

FACE VITAL® ships orders throughout the United States and to many international destinations worldwide.

This Shipping & Payment Policy explains our order processing, shipping, delivery, customs, tracking, and payment procedures. It should be read together with our Return, Refund & Cancellation Policy.

1. Order Processing and Shipping

We aim to process and dispatch most in-stock orders within one business day.

Orders placed on weekends or U.S. holidays generally begin processing on the next business day.

Processing and shipping times are estimates and may occasionally be affected by:

• order volume;

• product availability;

• payment or fraud-prevention reviews;

• address verification;

• warehouse processing;

• carrier restrictions;

• weather;

• holidays;

• customs requirements; or

• other circumstances outside FACE VITAL's reasonable control.

An order confirmation does not mean that an order has shipped. Once an order has been dispatched, the customer will generally receive a shipping confirmation containing carrier tracking information.

Expedited Orders

Orders using an expedited shipping service and placed before 12:00 p.m. Eastern Time (ET), Monday through Friday, are prioritized for same-business-day processing when operationally possible.

However, same-day shipment is not guaranteed unless specifically stated as guaranteed during checkout.

Orders placed after the applicable cutoff time, on weekends, or on holidays will generally begin processing on the next business day.

2. U.S. Shipping

FACE VITAL ships throughout the United States using carriers that may include:

• UPS;

• FedEx;

• USPS;

• DHL; and

• other qualified delivery providers.

The carrier and available shipping methods may vary depending on the destination, product, package size, service availability, and other shipping requirements.

Free Standard Shipping

Eligible retail U.S. orders of $100 or more qualify for free standard shipping.

Free standard shipping generally has an estimated carrier transit time of approximately 2–5 business days after dispatch.

Free shipping does not currently apply to orders shipped to:

• Alaska;

• Hawaii;

• Puerto Rico;

• Guam;

• U.S. Virgin Islands; or

• Armed Forces Europe, Pacific, or Americas addresses.

Available shipping rates and delivery services for these destinations will be displayed during checkout.

BeautyPRO and Business Orders

Free retail shipping promotions do not apply to professional, wholesale, B2B, or BeautyPRO orders, unless a specific promotion or written agreement states otherwise.

Applicable shipping costs for professional or business orders will be displayed during checkout or otherwise communicated before the order is completed.

3. Orders Below the Free-Shipping Threshold

U.S. retail orders below the applicable free-shipping threshold may select from the available shipping services shown during checkout.

Available options may include standard, expedited, or other delivery services depending on the order and destination.

The applicable shipping charge and estimated delivery time will be displayed before the order is finalized.

4. International Shipping

FACE VITAL ships to many destinations worldwide.

International shipments may be transported by carriers including:

• Passport Priority;

• DHL Express;

• UPS;

• FedEx;

• USPS; or

• local or national delivery partners such as Canada Post, Australia Post, Deutsche Post, Royal Mail, or other destination-country carriers.

The shipping services available for a particular order depend on factors such as:

• destination country;

• product type;

• package weight and dimensions;

• carrier service availability;

• customs requirements;

• import regulations; and

• transportation restrictions.

The available shipping methods, estimated transit times, and shipping charges will generally be displayed during checkout.

5. Shipping Rates and Delivery Estimates

Shipping rates are calculated based on factors that may include:

• destination;

• selected shipping service;

• package dimensions;

• package weight;

• product type;

• carrier;

• customs requirements; and

• applicable carrier surcharges.

The shipping charge applicable to the order will be displayed during checkout before payment is completed.

Delivery dates and transit times displayed during checkout are estimates unless expressly identified as guaranteed.

Carrier transit time begins after the order has been dispatched and does not necessarily include order-processing time, weekends, holidays, customs clearance, or carrier delays.

6. Products With Special Shipping Requirements

Certain FACE VITAL products contain rechargeable batteries or other components that may be subject to carrier, aviation, dangerous-goods, or international transportation regulations.

As a result, some products may:

• have fewer available shipping methods;

• be unavailable for certain expedited services;

• require ground transportation;

• require special packaging or carrier handling; or

• be unavailable for shipment to certain destinations.

The shipping options available during checkout will reflect the services currently available for the applicable product and destination.

7. Shipment Tracking

After your order ships, FACE VITAL will generally send a shipping notification containing a tracking number or tracking link.

You can also track eligible shipments at:

https://tracking.facevital.com/

Tracking information may take some time after dispatch to become active in the carrier's system.

Customers are encouraged to monitor their tracking information, particularly when:

• a delivery attempt is expected;

• a signature may be required;

• a package is being held for pickup; or

• the carrier or customs authority requests additional information.

8. Signature Requirements and High-Value Orders

FACE VITAL may require a signature upon delivery for certain orders based on:

• order value;

• destination;

• product;

• payment or fraud-risk considerations; or

• carrier requirements.

The customer is responsible for ensuring that an authorized person is available to receive a shipment when a signature is required.

A carrier may redirect a shipment to an authorized pickup location after an unsuccessful delivery attempt.

9. International Duties, Taxes and Customs Charges

International shipments may be subject to:

• customs duties;

• import taxes;

• VAT or GST;

• brokerage charges;

• customs-clearance charges; or

• other fees imposed by the destination country or carrier.

Duties and Taxes Collected at Checkout

For certain countries and shipping methods, FACE VITAL may offer or require customs duties and import taxes to be calculated and collected at checkout.

When these charges are collected by FACE VITAL at checkout, they will be displayed as part of the order before payment is completed.

Duties and Taxes Not Collected at Checkout

Where customs duties, import taxes, VAT, GST, or other import charges are not collected at checkout, the customer is responsible for paying any amounts assessed by the destination country's customs authority, carrier, or customs broker.

Whether duties and taxes are collected at checkout depends on the destination, product, applicable Shopify market, carrier, customs service, and other factors.

Customers should review the charges displayed during checkout to determine whether applicable import charges are being collected in advance.

10. Customs Clearance

International customers are responsible for cooperating with the customs-clearance process when required.

The customer may be required to:

• provide identification;

• provide tax or import information;

• respond to the carrier or customs broker;

• provide additional customs documentation;

• pay duties or taxes not previously collected; or

• complete other requirements imposed by the destination country.

Customs clearance is controlled by the destination country's authorities and the applicable carrier or customs broker.

FACE VITAL cannot guarantee the amount of time required for customs clearance.

A delay caused by customs processing does not by itself mean that the shipment is lost or that the order qualifies for cancellation or refund.

11. Refused or Unclaimed International Shipments

Customers should not refuse delivery or decline customs clearance as a substitute for using the FACE VITAL authorized return process.

Refusing a shipment does not constitute an approved cancellation or return.

If an international shipment cannot be delivered because the customer:

• refuses delivery;

• refuses or fails to pay required duties, taxes, or customs charges;

• fails to provide documentation required for customs clearance;

• fails to respond to the carrier or customs authority;

• fails to collect the shipment; or

• otherwise prevents successful customs clearance or delivery,

the shipment may be:

• returned to FACE VITAL;

• held by the carrier or customs authority;

• abandoned;

• destroyed;

• seized; or

• otherwise disposed of in accordance with carrier or customs procedures.

If the merchandise is successfully returned to FACE VITAL in acceptable condition, refund eligibility will be determined after the merchandise has been received and inspected in accordance with our Return, Refund & Cancellation Policy.

To the extent permitted by applicable law, any refund may be reduced by costs incurred as a result of the unsuccessful delivery, including:

• the applicable 15% restocking fee;

• original shipping costs;

• return shipping costs;

• carrier charges;

• customs duties or taxes charged to FACE VITAL;

• brokerage charges;

• customs-clearance fees;

• storage fees; and

• other actual costs associated with the unsuccessful delivery or return.

If the merchandise is abandoned, destroyed, seized, or otherwise not returned to FACE VITAL, a refund may not be available except where required by applicable law.

12. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully review:

• recipient name;

• street address;

• apartment, suite, or unit number;

• city;

• state or province;

• postal or ZIP code;

• country;

• telephone number; and

• any other information required for successful delivery.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, the customer may be responsible for additional costs associated with:

• address correction;

• rerouting;

• return shipping; or

• reshipping the order.

If the shipment is returned to FACE VITAL, refund eligibility will be determined according to the Return, Refund & Cancellation Policy.

To the extent permitted by law, original shipping costs, return shipping costs, carrier charges, and other costs resulting from the incorrect address may be deducted from any applicable refund.

13. Address Changes After an Order Is Placed

Please contact FACE VITAL as soon as possible if you notice an error in your shipping address.

We will make reasonable efforts to correct the address before shipment, but address changes cannot be guaranteed once an order has entered fulfillment or has been shipped.

For security and fraud-prevention reasons, FACE VITAL may be unable to change the destination address of certain orders after payment has been authorized.

If a carrier permits an address correction or rerouting after shipment, additional carrier charges may apply.

14. Order Cancellations

Customers may submit eligible self-service cancellation requests through:

https://facevital.com/pages/returns-and-cancellations

Self-service cancellations are available only during the first hour after the order is placed.

After this period, cancellation cannot be guaranteed because the order may already have entered warehouse processing or fulfillment.

An order is cancelled only after the cancellation has been successfully completed through the available self-service process or FACE VITAL has otherwise confirmed the cancellation.

If an order can no longer be cancelled, the customer must wait for delivery and, if eligible, request a return under the FACE VITAL Return, Refund & Cancellation Policy.

A 15% restocking fee and applicable return shipping charges may apply to eligible returns.

Customers should not refuse delivery as an alternative to the authorized cancellation or return process.

15. Lost Shipments

If tracking information indicates that a shipment has not moved for an unusual period or appears to have been lost in transit, please contact FACE VITAL Customer Service.

FACE VITAL may open a trace, investigation, or claim with the applicable carrier.

Whether a shipment is officially considered lost depends on the carrier, service type, destination, tracking history, and circumstances of the shipment.

FACE VITAL may require the carrier investigation to be completed or sufficient evidence of loss to be established before a replacement or refund is issued.

Where a shipment is confirmed as lost while in transit, FACE VITAL will provide the appropriate remedy in accordance with applicable law and the circumstances of the order.

16. Damaged Shipments

If your shipment arrives visibly damaged, please retain:

• the merchandise;

• all original packaging;

• the shipping carton;

• shipping labels; and

• protective packaging materials.

Contact FACE VITAL as soon as reasonably possible and provide photographs of:

• the exterior shipping carton;

• the shipping label;

• the damaged packaging;

• the product; and

• any visible product damage.

These materials may be necessary for FACE VITAL to submit a carrier or insurance claim.

Products confirmed to have arrived damaged will be handled according to the Damaged, Defective or Incorrect Products provisions of our Return, Refund & Cancellation Policy.

The standard 15% restocking fee does not apply when FACE VITAL confirms that a return is required because the product was damaged during shipment.

17. Packages Marked Delivered but Not Received

If carrier tracking shows that a package has been delivered but you cannot locate it, please:

1. check the delivery location and surrounding property;

2. check with other household members, employees, reception desks, building management, or neighbors where appropriate;

3. review any carrier delivery photograph or delivery notice; and

4. contact the carrier or FACE VITAL promptly if the shipment still cannot be located.

FACE VITAL may request that the carrier conduct a delivery investigation.

For certain claims, additional information or documentation may be required before a replacement, claim, or other resolution can be provided.

18. Split or Partial Shipments

An order may occasionally be shipped in more than one package because of:

• product availability;

• different fulfillment locations;

• carrier requirements;

• package size;

• shipping restrictions; or

• other operational considerations.

Separate packages may have different tracking numbers and may arrive on different days.

Receiving only one package from a multi-package order does not necessarily mean that part of the order is missing.

Please review all tracking information associated with your order.

19. Returned-to-Sender Shipments

If a shipment is returned to FACE VITAL because it was:

• refused;

• unclaimed;

• undeliverable;

• incorrectly addressed;

• not collected;

• not cleared through customs; or

• otherwise returned by the carrier,

FACE VITAL will determine the appropriate resolution after the returned merchandise has been received and inspected.

A carrier marking a shipment "Return to Sender" does not automatically entitle the customer to a full refund.

To the extent permitted by applicable law, a refund may be reduced by:

• the applicable 15% restocking fee;

• original shipping costs;

• return shipping costs;

• carrier charges;

• customs charges;

• brokerage fees;

• storage fees; and

• other costs resulting from the unsuccessful delivery.

Additional details are provided in our Return, Refund & Cancellation Policy.

20. Return Shipping

Returns must be authorized before merchandise is shipped back to FACE VITAL.

FACE VITAL may provide a return shipping label for an approved return.

Unless FACE VITAL confirms otherwise or applicable law requires otherwise, the cost of a return shipping label provided by FACE VITAL is the responsibility of the customer and may be deducted from the customer's refund.

For complete return eligibility, shipping, refund, and restocking-fee information, please review our Return, Refund & Cancellation Policy.

Returns and cancellations can be initiated at:

https://facevital.com/pages/returns-and-cancellations

21. Carrier Delays and Events Outside Our Control

Once a shipment has been handed to the carrier, delivery may be affected by circumstances outside FACE VITAL's direct control, including:

• severe weather;

• natural disasters;

• carrier network disruptions;

• transportation delays;

• customs delays;

• labor disruptions;

• peak-season congestion;

• government restrictions; or

• other unforeseen events.

FACE VITAL will make reasonable efforts to assist customers with carrier-related delivery issues.

Estimated delivery dates should not be interpreted as guaranteed delivery dates unless the applicable service was expressly sold as guaranteed.

Nothing in this section limits consumer rights that cannot legally be waived.

22. Payment Methods

Available payment methods are displayed during checkout and may vary by country, currency, order value, device, and Shopify market.

Depending on availability, payment options may include major credit or debit cards, PayPal, Apple Pay, Google Pay, Shop Pay, or other payment services made available through FACE VITAL's checkout.

The payment options actually displayed during checkout for your order are the currently available options.

FACE VITAL does not guarantee that every payment method will be available for every order or destination.

23. Payment Authorization and Fraud Prevention

Orders may be subject to payment authorization, address verification, identity verification, or fraud-prevention review before fulfillment.

FACE VITAL may request additional information when reasonably necessary to verify a transaction.

An order may be delayed, placed on hold, or cancelled if:

• payment cannot be authorized;

• payment information cannot be verified;

• the transaction is identified as potentially fraudulent;

• required verification information is not provided; or

• the payment provider declines or reverses authorization.

These measures help protect both FACE VITAL and its customers from unauthorized transactions.

24. Payment Disputes and Chargebacks

Filing a payment dispute or chargeback does not constitute an order cancellation, shipment cancellation, approved return, or return of merchandise.

Once a formal chargeback has been initiated, FACE VITAL may be unable to issue a separate refund while the payment dispute remains open.

Customers are encouraged to contact FACE VITAL Customer Service before initiating a payment dispute so that shipping, delivery, cancellation, or return concerns can be investigated and resolved.

Payment disputes and chargebacks are handled in accordance with the detailed provisions of our Return, Refund & Cancellation Policy.

25. Mandatory Consumer Rights

Nothing in this Shipping & Payment Policy is intended to limit, exclude, or waive consumer rights that cannot legally be limited or waived.

Customers in certain jurisdictions may have mandatory rights relating to:

• delivery;

• shipping risk;

• delays;

• cancelled purchases;

• damaged merchandise;

• lost shipments;

• refunds; or

• other consumer protections.

Where applicable mandatory law provides greater rights than this Policy, the applicable law will control.

26. Relationship to Our Return Policy

This Shipping & Payment Policy should be read together with the FACE VITAL Return, Refund & Cancellation Policy.

That policy contains additional information regarding:

• our 14-Day Return Guarantee;

• the 15% restocking fee;

• return eligibility;

• return shipping;

• damaged or defective products;

• international returns;

• refused shipments;

• returned-to-sender packages;

• refunds;

• cancellations; and

• payment disputes and chargebacks.

Returns and cancellations can be initiated at:

https://facevital.com/pages/returns-and-cancellations

27. Contact Us

For shipping, delivery, tracking, customs, payment, return, or order-related questions, please contact:

FACE VITAL Customer Service
help@facevital.com

Shipment Tracking:
https://tracking.facevital.com/

Returns & Cancellations:
https://facevital.com/pages/returns-and-cancellations

Please include your FACE VITAL order number whenever possible so that we can assist you efficiently.