MBR FAQ’s

HOW DOES ORDER PROCESSING FLOW?

Most orders are processed within one to two business days processing time does not include weekends.

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

*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 you order has shipped providing your 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 1.800.627.2013 or email for assistance at [email protected]

HOW DO I CANCEL MY ORDER?

You will also have the ability to cancel your entire order within 30 minutes of placing order within the order history section of your account or directly from your order confirmation email. NOTE: You must contact customer service to attempt to cancel your order during this time.

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

  • 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 1.800.627.2013 or email [email protected].

WHERE IS MY ORDER?

You may check the status of your most recent order(s) by visiting https://mbrskincare.com/contact and select Order Inquiry in the drop down menu. This is the easiest and fastest way to get the most current information regarding your MBR Online orders.

After your order is shipped, your tracking number, if available, will be displayed. 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: UPS 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 1-866-850-9400 for assistance.

WHAT FORMS OF PAYMENT CAN I USE?

Credit cards accepted: American Express
MasterCard
Visa

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us within 1 hour of order placement via our 24/7 toll-free number, 1.800.627-2013 and we will do our best to accommodate your request to change or cancel your order.

WHAT IS THE SHIPPING TIME FRAME?

MBR Online orders are shipped on business days (Monday - Friday, excluding major holidays). Orders shipped via Standard Service are processed and shipped in 1 - 2 business days, depending on product availability.

CAN I ORDER OUTSIDE OF THE USA?

MBR accepts order for delivery outside North America. We are not able to deliver to PO boxes.

WHAT ARE THE SHIPPING COSTS?

Ship Method Cost
Standard FREE for orders over $100
2nd Day 25
Overnight 40

*Shipping costs will be calculated based on order total

  DO I PAY 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, please feel free to Email Us, [email protected]com.

 WHY IS MY FAVORITE ITEM 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. Please be assured that you will not be charged for any item until it is shipped. If for any reason you wish to cancel a backordered item, please contact us at 1.800.627.2013 and we will be happy to assist you.

 IS THERE A SPECIFIC WAY I SHOULD APPLY MBR 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.

 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 1.800.627.2013 or email us at [email protected]. We will be happy to assist you.

 HOW DO I START A RETURNS/EXCHANGE?

If for any reason you are not happy with your purchase on MBRSkinCare.com, you may return the unused portion for a credit and if unopened a refund.

  • Call 1.800.627.2013 to arrange your free return. Our Online Experts will be happy to help you find a product to better suit your needs—or refund your purchase price—and we'll cover the return postage.

  • A free return label will be provided to you via email. Simply print the label and affix it to the return package.

  • To prepare your return package, please fill out the Return Merchandise/Exchange section on the back of the invoice (enclosed in your original order) and place it inside the return package.

  • If you are making an exchange and the total cost of your exchange is more than the amount of your return, please include your payment information on the back of the invoice.

  • Follow the shipping instructions provided in the email containing the prepaid label to send your return package.

  • For your protection and to ensure prompt delivery, we recommend that you send your return via UPS or insured Parcel Post. Your return, credit or exchange will be processed promptly and will be shipped via standard ground shipping. 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, 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 1.800.627.2013 or email us at [email protected]com.

 WHAT HAPPENS WITH A DAMAGED ITEM?

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, please contact us immediately at 1.800.627.2013.

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.

 WHY DOES MY PRODUCT LOOK SLIGHTLY DIFFERENT THAN WHAT I SAW ON THE WEBSITE, ARE THERE DIFFERENT SIZES?

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 our 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 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]com or call 1.800.627.2013 and we will be happy to assist you.