Customer Service Policy

At Ceraveusshop, our commitment extends beyond offering authentic CeraVe products at exceptional value. We are dedicated to providing a seamless, transparent, and supportive shopping experience for every customer, everywhere. Please review our policies below.

1. Our Commitment to You

  • Authentic Products: Every item sold is 100% genuine CeraVe, sourced to ensure quality and efficacy.

  • Global Free Shipping: We proudly offer free standard shipping on all orders to every country—no minimum purchase required. Your skincare and haircare essentials should be accessible without boundaries.

  • Transparent Pricing: The price you see is the price you pay, with all discounts (like our site-wide 40-60% off promotions) applied at checkout. No hidden fees.

2. Order Processing & Shipping

  • Processing Time: Orders are typically processed and handed to our logistics partner within 1-3 business days (excluding weekends and holidays).

  • Shipping Times: As we ship globally, delivery times vary by destination. You will receive a tracking number once your order ships. Please note that customs delays may occasionally occur, which are outside our control.

  • Shipping Updates: You can check your order status anytime by logging into your account or contacting us at [email protected].

3. Returns & Refunds

We want you to be completely satisfied. If you receive a product that is damaged, defective, or incorrect, please contact us within 30 days of delivery.

  • Eligibility: To be eligible for a return or exchange, the item must be unused, in its original packaging, and accompanied by your order number.

  • Process: Contact our support team first at [email protected] to initiate a return request. We will provide a return authorization and instructions.

  • Refunds: Once your return is received and inspected, we will notify you and issue a refund to your original payment method within 5-10 business days. Shipping costs (for free-shipping orders) are non-refundable. For exchanges, we will cover the standard shipping cost for the replacement item.

Please note: Due to hygiene reasons, we cannot accept returns on opened or used skincare, haircare, or cosmetic products unless they are defective.

4. Contact Us

Your satisfaction is our priority. Our customer service team is here to help.

  • Email: [email protected] (We strive to respond to all inquiries within 24 hours on business days.)

  • Hours: Monday - Friday, 9:00 AM - 5:00 PM (EST)

  • What to Include: For faster service, please include your order number and any relevant details when contacting us.

5. Our Promise

We built Ceraveusshop on the principle that effective, dermatologist-recommended care should be simple, affordable, and stress-free to obtain. This policy reflects our dedication to that promise. We thank you for your trust and for allowing us to be a part of your skincare and haircare journey.