Frequently Asked Questions
SHIPPING
When will my order ship?
- For same-day shipping, place your order by 2:00 PM PST.
- For Next Day shipping, place your order by 11:00 AM PST.
- Orders placed after these times will ship the next business day
- Shipping is available only on business days (Mon–Fri), excluding holidays and weekends.
What shipping options are available?
- UPS 2nd Day Air®
- UPS 3 Day Select®
- UPS Next Day Air Saver®
- UPS® Ground
How are shipping costs calculated?
Shipping costs are determined by weight and distance. This will be calculated during checkout before you place your order.
RETURNS
Do you accept returns?
Currently, we do not accept returns. However, if you experience any issues with your order, please contact us at orders@hydrafacial.com. We're happy to assist you.
ORDERS
How can I track my order?
You will receive an order confirmation email after placing your order. Once your order ships, we’ll send you a shipping confirmation email.
Can I edit or cancel my order once it has been placed?
Unfortunately, once an order is placed, it cannot be modified. However, if you need assistance or have concerns about your order, please contact us as soon as possible at orders@hydrafacial.com or 562-597-0102. Our team will do their best to help resolve any issues.
How do I add a new shipping address to my account?
New shipping addresses cannot be added through the store. Please call Customer Care at 562-597-0102 for assistance.
When will I be charged if the item I want is on backorder?
We offer the ability to place your order now for backordered items. You will only be charged once the order ships.
What happens to my order if one of the items is on backorder?
Items available will be shipped as usual. Once the backordered item is back in stock, it will be shipped separately at no additional cost.
GIFT CERTIFICATES
When do gift certificates expire?
Gift certificates are valid for one year from the date of issuance. Terms and restrictions may apply. Full Terms & Conditions here.
PROVIDER LOYALTY PROGRAM
What is the Hydrafacial Provider Loyalty Rewards Program?
The program is designed to reduce the overall cost per treatment and celebrate milestones at every tier level with benefits such as tier pricing discounts, earning reward points, and ongoing support from our teams.
How do I receive a Loyalty ID?
New accounts: Contact orders@hydrafacial.com.
Existing accounts:Contact loyalty@hydrafacial.com to verify your Loyalty ID.
Where can I find my tier and available points?
Log into your account and visit the Loyalty Dashboard here.
How are tier levels assessed?
Tier levels are evaluated annually on December 31.
Your annual consumable spend determines your tier for the current and following year.
Example: Achieving Black Diamond status on June 30, 2024, will carry over through December 2025.
How do I redeem loyalty points?
At checkout, add items to your cart, input shipping and payment details, and apply available points in the Loyalty Rewards section.
Do my loyalty points expire?
Rewards points accumulated on or before December 31, 2024, will expire December 31, 2025. Rewards accumulated on or after January 1, 2024, will expire exactly one (1) year after accrual if not redeemed.
DEVICE MANUALS
Where can I find all device manuals?
Access all manuals at https://hydrafacial.com/ifu.