COMMON QUESTIONS

ORDER PROCESSING

What are order processing times?

Most orders are processed within one to two business days, as long as product is in stock. Processing time does not include weekends.

Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays), and orders placed on Saturday or Sunday will be processed the following Monday.

*All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

What is my order status?

We will send you an email when your order has shipped providing the tracking number, if available. To track your order via the carrier's website, you may click on the tracking number to view the delivery status of your order.

Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

For time sensitive requests, such as order cancellations or address changes, please call us toll-free at 1-888-627-2012 or email within 1 hour of placing your order for assistance at [email protected].

What forms of payment may I use?

Credit cards accepted:

  • American Express
  • MasterCard
  • Visa

ITEM AVAILABILITY

What if an item I ordered is out of stock?

If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item.
Backordered items are shipped as soon as they are available. If for any reason you wish to cancel a backordered item, please contact us at 1-888-627-2012 and we will be happy to assist you.

How do I cancel my order?

You are able to cancel your entire order within 30 minutes of placing from within the order history section of your account, or directly from your order confirmation email.

NOTE: You must contact customer service via to attempt to cancel your order during this time.

Why was my order cancelled?

Occasionally, orders or parts of an order are cancelled by our system for various reasons.

These reasons may include but are not limited to:

  • Item(s) not available
  • Difficulty in processing payment information
  • Cannot ship to address provided
  • A duplicate order was placed
  • Cancelled due to a customer request

If your order is cancelled, you will receive an email notice to explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please call us at 1-888-627-2012 or email [email protected].

 

SHIPPING

Do you accept international orders?

MBR accepts orders for delivery outside North America. Please note that you will be responsible for any and all customs fees, taxes, tariffs or duties levied by your government. These fees will usually be collected by the shipping agency upon delivery.

Please note that we are unable to fulfill any request to declare your package for any value other than the total value paid at check out. If we are unable to deliver the products ordered to your particular country, you will receive an email to inform you, and the original form of payment will be refunded. We are unable to ship international orders via overnight delivery, and are not responsible for any delays caused as a result of customs.

Can you deliver to PO Boxes?

We are not able to deliver to PO boxes. If you provide us with a shipping address thatis a PO Box, our customer care team will contact you for an alternate address. We are not responsible for any shipping delays that occur as a result of this.

What are shipping costs?

Shipping costs are calculated based on order total.

  • FEDEX 2nd Day FREE for orders over $100
  • FEDEX 2nd Day $15 for orders under $100
  • FEDEX Overnight $40

* Shipping costs will be calculated based on order total
* Please note international orders are not able to be shipped via overnight delivery

Will I be charged sales tax?

We are required by law to collect state sales tax on orders being shipped to the following states: CA. Sales tax will be assessed on the total purchase*, including shipping and handling charges. If you have other questions regarding sales tax, pleasefeel free to email us, [email protected].

 

PRODUCTS

Is there a specific way I should apply products?

Yes. We provide specific how to apply for each product on the website and ask that you follow the specific instructions for each product listed. If you have further questions, please contact our customer care team.

Why is my favorite item unavailable?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the USA. For assistance in locating a discontinued product for purchase or finding a suitable replacement please contact our Customer Service at 1-888-627-2012 or email us at [email protected]. We will be happy to assist you.

Do Medical Beauty Research products work well with other skincare lines?

Medical Beauty Research uses a high concentration of active ingredients in all of our products. Our formulas are designed to give you the best possible results. While all of our formulas are designed to be complimentary and work well together, we do not suggest mixing Medical Beauty Research products with other skincare lines or products, as some ingredients in other lines may not work well with the ingredients in Medical
Beauty Research products.

Where do I find a list of product ingredients?

Key active ingredients for each item are found on their individual product page. If you require a comprehensive list of all ingredients, please request this from our customer care team at[email protected].

Do you use artificial fragrances in your products?

No, Medical Beauty Research does not use artificial fragrances.

 

RETURNS

How do I begin a return?

If for any reason you are not happy with your purchase on MBRskincare.com, you may return unopened products only for a credit exchange or refund.

Call 1-888-627-2012 to arrange your return. Our skincare experts will be happy to help you find a product to better suit your needs—or refund your purchase price, less shipping charges.

A return label can be provided to you via email at your request. Please note that if you request a return label, the return shipping cost will be deducted from your final refund amount. Simply print the label and affix it to the return package.

For your protection and to ensure prompt delivery, we recommend that you send your return using an insured and traceable delivery method. We are not responsible for return shipments lost in the transit.

Processing and transit time for exchange packages is usually 7-10 business days from the time the exchange is received. Business days are from Monday to Friday, excluding federal holidays within the United States. An email will be sent to confirm receipt and processing of your return, credit or exchange request.

If the items received are damaged or incorrect, please refer to Damaged Items.

Please note: Only products purchased on MBRskincare.com may be returned for refund or exchange. If you have questions about returns or exchanges, please contact us by phone at 1-888-627-2012 or email us at[email protected].

Return shipping fees, if applicable, are not refundable.

Opened Products

We are unable to accept returns on items that have been opened for any reason. Please leave your item in the original packaging if you plan on returning it. Refunds for items will only be credited for items that are in their original packaging and condition.

What happens if my item is damaged or incorrect?

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, or if the item is incorrect, please contact us immediately at 1-888-627-2012. Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

 

SAMPLES

Can you send samples for me to try?

No, not at this time. Please note you are able to select complimentary samples with any mbrskincare.com purchase. If there are specific products you are interested in trying, please leave us a note when completing your purchase, and we will do our best to accommodate, depending on stock availability.

 

WEBSITE EXPERIENCE

Why does my product look slightly different than what I saw on the website?

The images of the products on our Website are for illustrative purposes only. The packaging and presentation of the products may vary from that shown on images on the website. Many of our products are available in different sizes, weights, quantities and varieties. The various options for each product are stated on the relevant product page on our website.

What about my personal information?

We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy as it includes important information and terms, which apply to you.

What should I do if I still have questions?

Please contact us at [email protected] or call 1-888-627-2012 and we will be happy to assist you.