Payments and online security What are the benefits of registering to shop on your site? Is it safe for me to enter my credit card number when I place an order? How can I be sure this site is safe and secure? What if I don't want to use my credit card on the Web? I do not have a credit or debit card. Can I still place an order? Will you share my email address and ordering information with the world? Do you use cookies? Can I still shop on PaulasChoice.com if I turn off my cookies? Orders How do I know that you have received my online order? Can I cancel or change an order after I place it? I received more than one order confirmation email. What do I do? I no longer have my Internet Order Number or email receipt. Can I still track my order? Why can't I track my order? I received a gift certificate. Where do I enter the number on the shopping cart page? Every time I place an order I have to re-enter my information. Why doesn't your site save it? Submitting International Orders Is this an International Order? Can you mark my order as a gift or declare a lesser value for it? When will I receive my order? How are duties and customs charges handled? Returns and exchanges What if I need to return or exchange a product? Products What is your product guarantee? Are your products available in stores? How do I know if an item I ordered is backordered or out-of-stock? Contact Us How can I contact you if I have a problem or question?
PAYMENTS AND ONLINE SECURITY
What are the benefits of registering to shop on your site?
Registration can assist you in a variety of ways, including ease of use (not having to re-enter your address every time you shop our site), the ability for you to manage your own account information and view your order history, and so we can better track/research orders if there are any questions or concerns. Please note that the information we require for registration is the same as what is required for checkout without registration. Also, if credit card security is a concern, please be assured that you will not be required to store your credit card information in your account—that is a matter of personal preference, not a requirement.
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Is it safe for me to enter my credit card number when I place an order?
Yes. All order information is processed through our secure servers. This security feature scrambles all information before it is sent over the Internet and also makes sure that you are sending it to the right place.
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 having a waiter swipe your credit card in a restaurant. 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 very secure. You need not be concerned about someone accessing your credit card information.
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How can I be sure this site is safe and secure?
When you begin the Checkout process, you will see a small lock in the left hand corner of your browser. You will also see an "https://" in the Web address. Both of these icons signify that you have been transferred to the secure server. You will only do this on the site when it is time to enter your credit card number and complete your order. It will not appear on the content portions of the site or in the shopping cart prior to that. This is normal. Security is only required when it is time to enter information that needs to be encrypted, such as a credit card number.
Rest assured. Paula's Choice is very concerned about the security of your information and this site uses the best encryption available.
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What if I don't want to use my credit card on the Web?
If you still do not feel comfortable giving your credit card number online, please write down the names and item numbers of the products you would like to order and call our Customer Care Representatives at (800) 831-4088. We do not recommend sending your credit card number via email.
You can also use our Printable Form for Fax & Mail Orders.
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I do not have a credit or debit card. Can I still place an order?
Absolutely. We also accept 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.
Simply write down the names and item numbers of the products you would like to order, fill out our Printable Form* and mail it, along with your payment to:
Paula's Choice
1030 SW 34th Street, Suite A
Renton, WA 98057-4810
*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.
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Will you share my email address and ordering information with the world?
No. We consider information about you to be confidential and we do not share your personal information or credit card information with any other party, nor do we sell this information to other companies or individuals for any reason. (See our privacy and security policy for more information). If you are interested in receiving our free biweekly Beauty Bulletin (full of tips, reviews and specials) please click here for more information.
If you wish to be removed from our mailing list at any time, just email us and we will gladly remove your name immediately.
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Do you use cookies? Can I still shop on PaulasChoice.com if I turn off my cookies?
Yes, our site does use "cookies," special text files that store information temporarily on your computer.
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ORDERS
How do I know that you have received my online order?
You will receive an order confirmation email within 24 hours.
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Can I cancel or change an order after I place it?
We are unable to modify or cancel your order once it is received in our system. If you have additional questions, please contact us with your order number here or 1-800-831-4088.
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I received more than one order confirmation email. What do I do?
Orders are sometimes duplicated if the "Submit Order" button is hit more that once. Please contact us by email or by phone at (800) 831-4088 with the confirmation numbers you received and we will make sure only one order is processed.
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Can I track my orders on your web site?
If your order was placed online, you can track it here .
Please Note: Tracking information is available 2-4 business days after you place your online order. If you cannot track your package more than 3 business days after placing your order, please contact Customer Service at 1-800-831-4088 or email us for assistance.
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Why can't I track my order?
If you are unable to track your package (and it has been more than 3 business days since you submitted your order), please contact Customer Service at 1-800-831-4088 or email us for assistance. Thank you.
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I received a gift certificate. Where do I enter the gift certificate number?
Please enter the gift certificate number in the box marked "Payment Method" in checkout.
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Every time I place an order I have to re-enter my information. Why doesn't your site save it?
To have our site save your information, follow these steps:
- Go to the Your Account section of this site.
- Enter your email address and password and click the "Log in" button.
- Click the "Account Info" link.
- Enter the information you want saved.
- 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.
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SUBMITTING INTERNATIONAL ORDERS
Is this an International Order?
Although we do ship orders internationally, shipping charges need to be calculated based on weight and destination. Please contact Customer Service at 1-800-831-4088 for assistance and processing. Due to border and/or customs restrictions we cannot ship to Greece, Spain, Venezuela or the continent of Africa.
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Can you mark my order as a gift or declare a lesser value for it so that I don't have to pay as much duty or tax?No, we cannot do this. Please note that even if the package is marked as a gift, duties and/or taxes may still be collected at the discretion of your government.
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When will I receive my order?International orders usually arrive within 3-5 business days.
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How are duties and customs charges handled?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 will not 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.
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RETURNS AND EXCHANGES
What if I need to return or exchange a product?
If you are not completely satisfied with the merchandise, please follow the instructions on the back of the packing slip and enclose the completed form with your return. To download our Returns Form in PDF format, click here. Please be sure to indicate the reason for the return so we can strive to improve our service and product quality.
Please send the package securely wrapped and pre-paid (we do not accept C.O.D. mail or shipping charges) to:
Paula's Choice Returns
1030 SW 34th Street, Suite A
Renton, WA 98057-4810
(Please note that you are responsible for the safe return of merchandise and all shipping costs).
Please return items within 60 days. The cost of the items (including tax, if any, but not including shipping) returned will be promptly refunded, credited to your credit card, or exchanged for the purchase price and tax (if any) depending on how the product was originally purchased. 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.
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PRODUCTS
What is your product guarantee?
At Paula's Choice we stand behind every product we sell. If you are not absolutely satisfied with any purchase, for any reason, we will happily provide a prompt refund, credit, or exchange for the purchase price (including Washington State tax, if any, but not including shipping).
Simply return your purchase within 60 days. Our return address is: Paula's Choice Returns, 1030 SW 34th Street, Suite A, Renton, WA 98057-4810. We ask that you return products in the original packaging and include the invoice when possible.
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Are your products available in stores?Our products are primarily available by mail order, by phone or fax, or on our web site.
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Can I come in and place my order in your office?Unfortunately, our office is not set up as a retail establishment.
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How do I know if an item I ordered is backordered or out-of-stock?We do not backorder items, but we will notify you by email if a product is out-of-stock.
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CONTACT US
How can I contact you if I have a problem or question?
You can reach us through a variety of means:
- PHONE: You can call our Customer Service number at (800) 831-4088. 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 can fax us at (425) 988-6070.
- MAIL: You can write us at:
Paula's Choice
1030 SW 34th Street, Suite A, Renton, WA 98057-4810
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Have any questions about Paula's Choice products or need to talk to a real person?
