Frequently Asked Questions  

Placing An Order/Tracking My Order:

• What shipping options are available for US orders?

  • We offer shipping to the U.S. via USPS, UPS Ground, UPS 2-Day, and UPS Next Day. For all U.S. orders over $125, shipping is free. For orders totaling less than $100, shipping costs are based on the order weight, location and desired method of shipping and will be calculated on the Checkout page of our website. By default, our system will always recommend the least expensive method of shipping, but should you decide to expedite delivery, you can easily do so. Your shipping quote will be calculated and displayed before you enter your payment information. 

    When will I receive my order? We ship Monday-Friday; orders placed over the weekend will be shipped the following business day. If you choose regular USPS shipping, you should receive your order within 3-6 business days. Texas residents should receive their orders within 1-2 business days. Billing addresses outside of Texas will not be charged sales tax. Free USPS shipping on all U.S. orders over $100. Orders over $350 will qualify for free UPS Ground shipping.
    What about Ground, 2-Day Air, or Next Day shipments? All ground (3-5 business days) and expedited orders will be shipped by UPS. UPS orders placed before 12:00 PM CST will be shipped the same business day. UPS service does not deliver on weekends.

• Do you accept international orders?
  • *Yes.  We accept most international orders, with the exception of orders to Spain, Sri Lanka, Guam, Turkey, Romania, and all countries in Africa. (However, we do ship to South Africa.)
    
    For the following locations, we charge a flat rate.
  • Canada - $34.95 *Canadian orders over $150 USD are eligible for free shipping and will be sent via DHL. International orders may be subject to custom duties, which are tariffs or taxes charged by the destination country.
  • United Kingdom - $39.95 *UK orders over $150 USD are eligible for free shipping and will be sent via DHL. International orders may be subject to custom duties, which are tariffs or taxes charged by the destination country.
  • All other countries will be charged a flat rate of $59.95. By default, our system will always recommend the least expensive method of shipping. Should you have any questions about shipping fees, please contact us. Your shipping quote will be calculated and displayed before you enter your payment information.

• When will I receive my international order?
  • It can take anywhere from 5-21 days to receive. We ask that you be patient while waiting for your order. Delivery times can vary.
    
    NOTE: Orders shipped outside the U.S. may be subject to customs inspections and/or fees according to the regulations of the destination country. Renée Rouleau Skin Care is not responsible for these actions or any reimbursement of customs fees or taxes. We ship most international orders using DHL.  Shipments to international PO boxes and to Russia and Mexico are sent via USPS.

• Why is my UK Order getting taxed?
  • Due to Brexit, as of January 1st 2021, all orders shipping into the UK will now be charged a 20% UK VAT (value added tax). This tax is collected at the time of ordering and sent to the UK Government. This charge does NOT cover the cost of shipping. Shipping must still be paid if the order is below $150 USD. These taxes do not include customs duties, which may occur at the destination country. If customs duties should occur, DHL will reach out to you directly to collect this fee and set up a delivery. 

• If I have no computer access, how can I place an order?
  • Call us at 1-888-211-7560 and we will gladly take your order over the phone. 

• How will I know my online order was received?
  • You will receive an email confirmation when you place your order. If you do not receive one immediately, check your spam folder or email us.

• How do I check on an order I have placed?
  • All regular ground orders are usually sent the next business day (Monday-Friday, excluding holidays) from our Austin, Texas distribution center. You will receive an email with tracking information once your order has been sent.  To check the status of your package you may also contact our customer care line at 888-211-7560, just be sure to have your order number ready.

• I can view my tracking information, but the status has not been updated.
  
  • We’re sorry that updated tracking information isn’t available, but rest assured your package is on its way! Shipping Domestically via USPS: Tracking information for orders shipped via USPS might not be updated at each checkpoint. U.S. orders can take anywhere from 3-6 business days to receive.
  • Shipping Internationally via DHL: You can find your tracking information via your DHL waybill. These international orders can take anywhere from 5-21 business days to arrive.

• The tracking status says my package has been delivered, but I haven’t received my order.
  • Have you tried contacting your local post office? We find that some mail carriers opt not to leave packages when there is no one available to claim them, even if you didn’t specify a signature upon delivery. Please try contacting your local post office to find out if your package is waiting for pickup or will be redelivered. In addition, we advise printing out a copy of the USPS tracking page and leaving a note in your mailbox for the postman or postwoman stating you haven’t received your order and ask for them to get it delivered to you. They may have brought it to an incorrect address or may know the whereabouts of the shipment. Ultimately, your post office is responsible for getting your package delivered to you once it leaves our distribution center.  

• What types of payment do you accept?
  • We accept Mastercard, Visa, American Express and Discover, as well as Google Pay, Apple Pay, and Afterpay.

• How do I reset my password on my account?
  • Log into your account with your username and password, and you will be able to change your password. If you forgot your password, click "Forgot your password?" in the login screen, and a new one will be sent to your email.

• I can't remember my username or password. How can I retrieve it?
  • Email us and we will look up your username and send you a temporary username and/or password to provide access to your account.

• Is your website secure?
  • Yes. To protect the safety of any personal information submitted on this website, we use Let's Encrypt SSL Certificates.

Subscriptions:

• How do I start a Subscription Plan?

  • Simply tick the subscription box that appears on each eligible product page, select your frequency and then proceed to checkout.

• How do I Manage my Subscription Plan?

  • You must set up an account to create and manage subscriptions. Once you do, you can log in to your account and manage your subscriptions to modify or cancel your subscription as needed.

• How long before my order ships can I cancel/modify?

  • All changes must be made at least 2 business days before the next shipment is scheduled to process.

• Can I cancel at any time?

  • After your second subscription replenishment of the same subscription item is charged you may cancel any future subscriptions of that item.

• What will happen if my Subscription item is on sale?

  • Each Subscription order automatically receives 10% off + free US shipping year-round. Unfortunately, you cannot apply or stack other promotional codes, discounts, or sale offers to your subscription order. In order to use other promotional codes, discounts, or sale offers you can skip your scheduled order by using the Skip Shipment option in the Subscription section of your account and place your order manually through standard checkout.

Gift Certificates:

• Can I purchase a gift certificate online?
  • Yes. Buy a gift certificate ›

About the Products:

• What is the shelf life of your products?
  • As long as they are stored in a cool, dark place, the shelf life is guaranteed for 18 months. Learn more about our products.

• Where can I buy Renée Rouleau products?
  • The Renée Rouleau products are sold exclusively www.ReneeRouleau.com and at select retailers. Our website DOES accept most international orders, with the exception of orders to Sri Lanka, Guam, Turkey, and all countries in Africa. (However, we do ship to South Africa with restrictions).
    Take our Skin Type Quiz.

• How do Renée Rouleau products compare to other skin care lines?
  • Read: How Do Renée Rouleau Products Compare to Other Skin Care Lines?

• Do you offer any special promotions? If so, what are the details?
  • We don't offer many promotions, however, when we do they will be announced in our various channels of communication. Sign up for our e-newsletter and follow us on Instagram, Twitter and Facebook.
  • When we do offer promotions, discount codes or sales, you cannot apply or stack other discount codes with each other and/or apply discount codes to sale offers on your order. You may only apply one discount code at a time.
  • Discounts and promotions are only valid until expiration date and time or while supplies last.

• I am pregnant. Which skin care products should I avoid?
  • See this list of ingredients to avoid while pregnant including Renée Rouleau products.

Skin Care Questions:

• How do I know which products are right for me?
  • There are four easy ways to get product recommendations:
    Choose your skin type ›
    Take the Skin Type Quiz ›
    Schedule a virtual skin consultation ›
    Contact us for assistance ›

• I've looked at your Nine Skin Types and taken the Skin Type Quiz and still can't figure out which one I am. Can you help?
  • If you have taken the Skin Type Quiz and are still uncertain of your skin type, feel free to email us with the following information:
    (1) Your age; (2) Your top three skin concerns in order of priority. List them as 1, 2 and 3; (3) If you're prone to breakouts, read this blog post and let us know specifically the names of the breakouts that you get, where on the face you get them and how often they appear; (4) If your skin feels dry, let us know if your skin is truly dry or if you think that your current products may be too harsh and therefore may be the cause of your dryness; (5) If your skin is sensitive, describe what your skin is sensitive to and what are your sensitive skin symptoms, ie. Rosacea, redness, rashes, irritation, or breakouts? We will get back to you 

For Skin Care Professionals:

• Can I sell the Renée Rouleau products in my spa, clinic or store?
  • Learn More if you are interested in becoming a Pro Partner. 

• Do you offer a discount for licensed professionals?
  • No, unfortunately, we do not sell our products at a discount to professionals.

Contest Rules

• Do you have any ongoing contests or promotions?
  • View the contest rules for current and past promotions here.