Frequently Asked Questions

  • Ordering & Payments »

    • 1. Where to Buy
      Where can I buy Paula's Choice products?

      Our products are available by shopping Paula's Choice.com, or via our Customer Care Department at (800) 831-4088 (North America) or outside North America at (425) 988-6114. We also accept mail order with check or money order payments (U.S. funds only.)

      For mail orders, write down the names and item numbers of the products you would like to order using our printable form and mail it along with your payment to our offices (include any applicable taxes or shipping fees):

      Our mailing address is:

      Paula's Choice
      705 5th Ave S, Suite 200,
      Seattle, WA 98104-2845

      Our corporate offices are not set up as a retail establishment, and no products may be picked up or purchased there.

      *Note: You must have Adobe Acrobat Reader to view and print the form. If you do not have Acrobat Reader, you can download it for free here.

    • 2. Backordered or Out of Stock Items
      How can I order products that aren't currently available?

      We do not backorder items, but we will notify you by email if a product is out-of-stock if you fill out the "Notify Me When Available" request on the respective product page.

    • 3. Payment Methods
      What methods of payment are accepted at Paula's Choice?

      Credit Cards

      We currently accept Visa, MasterCard, American Express, and Discover Card. Your billing address must exactly match what appears on your credit card billing statement. Abbreviations, punctuation and spelling MUST be exact; otherwise we cannot process your order.

      For credit card order security, we ask that you provide your 3- or 4- digit security code:

      • Visa/MasterCard/Discover: Your security code is three digits, and located on the reverse of your card, printed after your credit card number.
      • American Express: Your security code is four digits in length, and is located on the front of your credit card, above your credit card number.

      Authorization Holds

      If you have recently placed or attempted to place an order on our site via credit card, you may see a $1.11 charge on your online banking statement. This "authorization hold" or "ghost charge" is a standard security measure used to verify online orders, and not an actual charge. The $1.11 charge is a test sent to the bank to verify that the credit card being used is valid. Once this verification is made, the hold will be removed by your bank, and you will not be charged. The amount of time it takes to remove this charge varies by bank, and until it is removed, it will be reflected as a pending charge on your statement.

      Alternative Payment Methods

      We also accept PayPal (online orders only) and mail orders with payment by check (U.S. & Canada only, no third-party checks,) or money order. Please make checks and mail orders payable to Paula's Choice.

      In-Store Credit

      If you have an in-store credit from a returned item and would like to apply this amount to your order, you may do so online or by calling us at (800) 831-4088. If you opt to do this online, enter the credit as your first form of payment, then use a credit card or other payment method for the remaining balance, if any.

      Redeeming Gift Cards

      Please enter your gift card number in the "Payment" step during the checkout process. If additional payment is required, you will be prompted after you have applied your gift card to your order.

    • 4. Phone Orders
      Can I order products over the phone?

      If you would rather shop via our Customer Care Team, please write down the names of the products you would like to order and call (800) 831-4088 (within North America.) Outside North America, please call (425) 988-6114.

      You can also use our printable form for fax & mail orders. Customer Care cannot take orders via email.

    • 5. Mail Orders
      Can I order products by mail?

      Paula's Choice accepts payment by check (U.S. funds or from a U.S. account only) or money order (U.S. funds only). Please note that we do not accept third-party checks.

      Write down the names and item numbers of the products you would like to order on our printable form* and mail it along with your payment to our offices (include any applicable taxes or shipping fees):

      Paula's Choice 705 5th Ave S, Suite 200, Seattle, WA 98104-2845

      *Note: You must have Adobe Acrobat Reader to view and print the form. If you do not have Acrobat Reader, you can download it for free here.

    • 6. Changing or Cancelling Orders
      Can I change or cancel my order once submitted?

      Our online orders process immediately, and we are unable to modify or cancel your order once it is received in our system. If you have additional questions, please contact our Customer Care Team with your order number here or (800) 831-4088 (within North America.) Outside North America, please call (425) 988-6114.

  • Returns & Exchanges »

    • 1. Return & Exchange Policy

      100% Satisfaction Guarantee

      At Paula's Choice, we stand behind every product we sell. If you are not absolutely satisfied with your purchase for any reason we will happily provide full refund or credit (including tax where applicable) for merchandise returned within 60 days of your purchase date, issued in the original form of payment. After 60 days, returns will be issued as an in-house credit that will be applied to your next purchase. In-house credits will also be applied for partial kit returns. We’re sorry, but shipping fees are not refundable.

      Step 1. Fill out the Return/Exchange Form located on the back of your invoice. If you don’t have your invoice you can print the Return/Exchange Form here.

      Step 2. Package the items for return in any box and enclose the completed Return/Exchange Form.

      Step 3. Mail your items to:
      Paula’s Choice Returns
      23215 66th Avenue South, Bldg 1
      Kent, WA 98032
      Please note that you are responsible for shipping costs and the safe return of merchandise.

      Step 4. Most returns are processed within 3-5 business days of receipt. You will receive an email confirmation once your return or exchange has been processed.

      Note to International Customers: Because duties and taxes are collected by the government in the country where the goods are received (and not by Paula's Choice), we do not reimburse for these expenses.

  • Shipping »

    • 1. U.S. & Canada Standard Shipping

      If I choose standard shipping, when will my order be processed and shipped?

      We want you to enjoy your products as soon as possible, so your order is processed immediately and ships within 24–48 hours.

      How long until I receive my order?

      Fast! If you're shipping to a U.S. address, your order will arrive in 2–10 business days. Shipments to Canada take 3–14 business days, and orders shipped to all other countries arrive within 3–7 business days.

      How will my order be shipped?

      Carefully, because we want your products to arrive in pristine condition! For most orders going to U.S. addresses, we ship via USPS Priority Mail. UPS Ground or another carrier may be used and will be identified in the tracking information we send you via email.

      Can I choose the shipping carrier for my order?

      No, but we have a great reason why: by allowing Paula's Choice to select the carrier, we promise you'll get the most cost-effective yet expedient option! This keeps costs down on both sides and ensures your order arrives as soon as possible.

      Can I specify where to leave my package when it arrives at its destination?

      Delivery location at the address given is determined solely by the delivery driver, so this portion is beyond our control. Once we issue a tracking number for your order, you can contact the carrier with any special instructions.

      As a Canadian customer, what additional charges am I responsible for?

      To ensure your order arrives quickly and sails through Customs, all Canada-required import duties and taxes are calculated at checkout, so you don't have to worry about paying them later.

    • 2. Rush Delivery (U.S. Only)

      What rush shipping options are available?

      We keep this simple by offering two choices within the U.S.: 2nd Day delivery or Next Day Air. Shipping prices are based on weight and destination, and are provided at the final step of the checkout process (before you submit your order). Either option ensures your order will reach you lightning-fast at the lowest price possible.

      How fast can my order be processed and shipped?

      If you're an early bird, the same day! Orders placed on weekdays before 2:00 PM PT (excluding U.S. Federal holidays), will process and ship same day. If your order is placed after 2:00 PM PT (excluding U.S. Federal holidays), it will ship first thing the following business day.

      Please note that business days are Monday through Friday, and rush orders placed after 2:00 PM PT on Fridays will not be processed or shipped until the following Monday (excluding U.S. Federal Holidays).

      Can I choose the shipping carrier for rush orders?

      Paula's Choice takes care of this for you and you'll automatically get the most cost-effective yet expedient option! This keeps costs down and ensures your order arrives as soon as possible.

      Can I specify where to leave my package when it arrives at its destination?

      Delivery location at the address given is determined solely by the delivery driver, so this portion is beyond our control. Once we issue a tracking number for your order, you can contact the carrier with any special instructions.

      Why can't I rush ship to my PO Box?

      Major carriers that offer rush can't deliver to PO boxes because the PO boxes are property of the U.S. Postal System. The carrier doesn't want you to be disappointed, and neither do we!

    • 3. International Orders

      How are International orders shipped?

      NOTE: THE SHIPPING COSTS WE CHARGE DO NOT INCLUDE ANY TAXES, DUTIES, OR CUSTOMS/BROKERAGE FEES COLLECTED UPON DELIVERY. (Gift orders are not exempt.) THESE FEES VARY FROM COUNTRY TO COUNTRY AND ARE SOLELY YOUR RESPONSIBILITY.

      For orders shipped outside of the U.S. and Canada, choose the most cost-effective option for you and for us! Actual shipping cost is based on order amount and destination. If you live in any of the following countries you can order directly from your country's Web site and possibly save money on shipping, taxes, duties and fees: EU, Finland, Germany, Hong Kong, Hungary, Japan, Korea, Netherlands, Slovenia, South Africa, Spain, Sweden, Taiwan, Thailand, and the United Kingdom.

      If you live in Australia, New Zealand, or Singapore, you are now able to shop directly from our Paula's Choice Australia site with distribution from Sydney, Australia. Please note that orders placed on the US site may no longer be shipped to these countries. If you need help with an order that has already been placed, please contact us.

      As an International customer, what additional charges am I responsible for?

      We understand that knowing what to expect is important! While we wish we could give you an exact amount, these fees vary because all customs and import duties are applied when your shipment reaches the destination country. Unfortunately, we have no control over these charges and we cannot estimate them due to rate fluctuations according to location.

      All customs and import fees are solely your responsibility. By giving Paula's Choice your consent to ship an order, you assume full responsibility for the taxes, duties, or customs/brokerage fees required in your country. If you refuse your package upon delivery and notification of these fees, Paula's Choice is unable to issue a refund for your purchase or the original shipping cost. Please contact your local customs office for details on how charges will be applied in your area.

      Do Free Shipping Specials apply to international orders?

      While we love all Paula's Choice fans throughout the world, international orders are excluded from all "free shipping" specials. Depending on destination and the weight of your package, international orders ship via UPS or FedEx and generally arrive within 3-7 business days from the date we receive your confirmation.

      Are there any countries you do NOT ship to?

      The carrier cannot deliver to PO Boxes and due to border and/or customs restrictions we cannot ship to Africa, Greece, Indonesia, Mexico, Russia, Spain, Turkey, Venezuela or Vietnam at this time.

    • 4. Tracking An Order
      Can I track my order online?

      For online orders, you may track your package here with the tracking number sent in your shipping confirmation email. Please note that you must log into your account in order to view tracking information.

      Tracking information is emailed to you 2-4 business days after you place your online order. If you cannot track your package more than 4 business days after placing your order, please contact our Customer Care Department by email or by phone at (800) 831-4088 (within North America) or outside North America at (425) 988-6114 for assistance.

  • Shopping Accounts »

    • 1. Site Security
      What security features are used on Paula's Choice?

      As an internet-only company, ensuring that all transactions are secure is a top priority! All order information is processed through our secure servers, which encrypts all information before it is sent.

      When you enter your credit card information on the order form, the encrypted information is automatically transmitted to a credit card gateway for online credit card approval. It's really no different than using your credit card in when shopping or dining out. Both use standard phone lines, encryption coding, and authorization processes.

      Once your credit card is validated, we receive an authorization and process the order. Your credit card information is encrypted throughout this entire process and this system is secure.

      When you begin the checkout process, you will see "https://" at the beginning of the Web address. This signifies that you have been transferred to the secure server. It may not appear on the content portions of the site or in the shopping cart prior to initiating the checkout process, which is normal. Encryption is only required when it is time to enter personal information, such as your credit card number, passwords, etc.

    • 2. Shopping Accounts
      What is a shopping account and why should I use one?

      Setting up a shopping account can benefit you in a variety of ways, including quick, easy checkout (not having to re-enter your address every time you shop our site), simpler management of your personal information, and a saved order history to better track your orders if you have questions or concerns. You only need to setup your shopping account once. You will not be required to store your credit card information in your account—that is a matter of personal preference.

    • 3. Confidentiality
      Is my information safe with Paula's Choice?

      Paula's Choice considers your details to be confidential, and we do not share your personal information (including email addresses) or credit card information with any other party. We do not sell this information to other companies or individuals for any reason. (See our Privacy and Security Policy for more.)

    • 4. Updating Your Account
      How can I change my account information?

      Updating your shopping account (address change, etc.) is easy!

      1. Go to the My Account section of this site.
      2. Enter the email address and password you selected during the registration process and click the Log In button.
      3. Click the "Account Info" link.
      4. Enter the new information you want saved.
      5. Click the "Update" button at the bottom of the page.

      Your information will be saved. Please note that you will need to sign in as a registered shopper the next time you place an order to have our site remember your information.

    • 5. Forgotten Password
      What should I do if I forgot my account password?

      Click on the "Forgot your password?" link on the My Account sign-in page, and a new password will be emailed to you. You may also contact our Customer Care Department at (800) 831-4088 within North America or outside North America at (425) 988-6114.

    • 6. Logging Out
      How can I log out of my account?

      To log out of your account:

      1. Click on "My Account" in the upper right corner of any page.
      2. From your "Account Information" page, click "Logout".
  • Product Questions »

    • 1. Product Questions

      Finding the Ingredients

      Are you curious about the ingredients in your favorite Paula's Choice product? Access the full list of ingredients by visiting the specific product page, and clicking the "Ingredients" tab (scroll down just a bit!)

      Request a Catalog

      To request that we mail you a catalog, please follow this link.

      Samples

      Nearly all Paula's Choice products have samples available for a nominal fee. These may be selected on the specific product page. Receive 3 free samples from our Samples page with a minimum order of $5. Sample sizes are intended as single-use per packet, and orders consisting of only samples will ship for free.

      No Animal Testing Policy

      Paula's Choice has never tested on animals at any stage of product development and never will. We also do not contract with any third parties to conduct animal testing on our behalf.

      Animal-Derived Ingredients

      To see a list of Paula's Choice products that use animal-derived ingredients, please follow this link.

      Recyclable Packaging

      Paula's Choice is dedicated to using the safest and most effective ingredients available to provide superior skin-care products. We are also dedicated to doing everything we can to be a leader in environmental safety and responsibility. Please visit our Green Policy page for more information on package recyclability and our other sustainability efforts as a company.

    • 2. Product Restrictions
      Due to government regulations, certain Paula's Choice products cannot be sold internationally.

      The following products (including those within duos, trios, sets or kits) cannot be shipped to a European address.

      • Brighten Up 2-Minute Teeth Whitener
      • Clear Daily Skin Clearing Treatment, Extra Strength
      • Clear Daily Skin Clearing Treatment, Regular Strength
      • Resist 4% BHA Foam
      • Resist Triple-Action Dark Spot Eraser 7% AHA Lotion
      • Resist Triple-Action Dark Spot Eraser 2% BHA Gel
      • Resist BHA 9
      • Resist C15 Super Booster

      Your address will be considered a European address if your order is being shipped to any of the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, or United Kingdom.

  • Refer-A-Friend »

    • 1. How the Refer-A-Friend Program works
      How do I sign up for the Refer-A-Friend Program?

      Sign in to your Paula's Choice account or create an account by selecting "Refer-A-Friend" from the "My Account" dropdown menu in the upper-right corner. Or click on the Refer-A-Friend link anywhere available on the site and follow the on-screen instructions to sign in or create an account.

      How do I refer a new customer/friend to get $10 off their first order?

      Follow the on-screen instructions to receive a "personal link" that can be shared with your friends via email or social media. When a friend who is new to Paula's Choice follows your personal link and purchases at least $15 worth of merchandise, a $10 discount will be automatically applied to their order during checkout.

      When will I receive a $10 credit to my account for referring a friend?

      When your friend's order ships, you will receive a $10 credit on your account. You will be notified via email when new credits become available. Your credits will be automatically applied to your next purchase. You can track your credits and other Refer-A-Friend activities in the Refer-A-Friend Dashboard. The more friends you refer, the more credits you'll receive!

    • 2. My Refer-A-Friend Account
      How do I access my Refer-A-Friend account information?

      Click on "My Account" on the upper-right corner of the website and select "Refer-A-Friend" from the drop down menu.

    • 3. Refer-A-Friend Credits
      How do I get credits?

      When one of your friends clicks on the personal link you've sent them, they'll be directed to the Paula's Choice website. When your friend makes a purchase and their order is shipped, a $10 credit will be automatically applied to your account. You'll be notified via email when new credits become available. Credits are only applied when friends are new to Paula's Choice and purchase at least $15 worth of merchandise.

      How do I use my credits?

      Your available credits will automatically be applied to your purchase during checkout.

      How does my friend get a credit?

      When your friend clicks on your personal link and attempts to purchase at least $15 worth of merchandise, a $10 discount will be automatically applied during checkout as long as they are a new customer.

      How do I know how many credits I have available and how many I have redeemed?

      From My Account click on Refer-A-Friend. From that page, you will be able to see your Refer-A-Friend account information, which provides you with a summary of:
      - "Available Credits" - How many credits will be applied to future purchases
      - "Redeemed Credits"- How many credits you have redeemed
      - "Invites Sent"- How many times you have shared your personal link
      - "Clicks"- How many friends clicked on your personal link
      - "Friends Who Purchased" – How many friends clicked on your link and made an eligible purchase that has shipped.

      Do my store credits or my Refer-A-Friend credits get applied first?

      Store credits are applied to purchases first; Refer-A-Friend credits will be applied once store credits have been depleted.

      How long will my Refer-A-Friend credits last?

      Credits expire one year from the date they are awarded.

    • 4. Refer-A-Friend Contact Information
      Who do I contact if I have questions about the Refer-A-Friend program?

      Please call our Customer Service team toll-free at 800-831-4088, chat with a representative online or contact us by Email and we will be happy to assist you.

      For additional program information, please see Terms and Conditions.

  • Other Questions »

    • 1. Technical Difficulties
      What should I do if I have difficulty using the site?

      Ordering from our site requires the use of an SSL-compliant browser with cookies and Javascript enabled. For help enabling JavaScript/Cookies in Internet Explorer 7, Internet Explorer 8, Internet Explorer 9, Chrome, Firefox, or Safari click here. If you are using earlier versions than the browsers listed here, we can't guarantee that all of our site features will work correctly.

      Still having trouble shopping?

      Please send us an email. If possible, please specify: operating system (Windows or Mac), browser type and version, page URL, and exact error message.

    • 2. Contact Us
      Please contact us with any other questions you may have.
      • Phone: You may call our Customer Care Department at (800) 831-4088 (North America) or outside North America at (425) 988-6114. If you reach our voice mail, please leave a message and phone number and we will respond as soon as possible.
      • Email: Please use our Customer Service form.
      • Fax: You may fax us at (425) 988-6070.
      • Mail: You may write us at our offices:
        Paula's Choice
        705 5th Ave S, Suite 200
        Seattle, WA 98104-2845
      • Returns: Fill out the Return/Exchange Form located on the back of your invoice and mail your items to:
        Paula's Choice Returns
        23215 66th Avenue South, Bldg 1
        Kent, WA 98032

      What if I have ideas for other features I would like to see added to this web site?

      We would love to hear them! Please email us using our Customer Care form.

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