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FAQs

Q: WHEN IS THE BEST TIME TO REACH CUSTOMER SERVICE?

A: The best time to contact customer service is during LORAC Business Hours: Monday - Friday 8am-4:30pm Pacific Standard Time (Excluding Federal Holidays).


Q: WHERE CAN I FIND LORAC COSMETICS?

A: You can purchase LORAC Cosmetics from this website, from our 1-800-845-0705 customer service line, ULTA Beauty, ULTA.com, select Kohl's stores, Kohls.com, Amazon.com, Dermstore.com, Beautybar.com, Nordstrom.com, select Nordstrom Rack stores, Naimies, and select boutiques across the USA. 


Q: IS MY INFORMATION SECURE?

A: LORAC realizes that our customers trust us to protect their personal information. We take that task seriously. We maintain physical, electronic and procedural safeguards to protect your personal information. LORAC uses industry-standard Secure Sockets Layer ("SSL") authentication to guarantee the confidentiality of online transactions made on our site. SSL authentication and encryption of the information that you send to us over the Internet helps protect your online transaction information from third party interception.

Unfortunately, despite all of our efforts, there is always a risk that third parties may unlawfully intercept transmissions. This reality is true of all Internet use. As a result, we cannot ensure the security of any information you transmit, and you transmit all information at your own risk. For more information regarding LORAC's Privacy Policy, CLICK HERE.


Q: DOES LORAC TEST ON ANIMALS?

A: LORAC does not conduct, condone, nor endorse testing on animals.

Q: DO YOU OFFER SPECIAL RATES FOR MAKEUP ARTISTS?

A: If you are a makeup artist, please contact the boutique below for LORAC's 20-40% off Professional Makeup Artist Discount:NAIMIE'S Beauty Center • naimies.com • 12640 Riverside Drive, Valley Village, CA 91607 • 818-655-9933


Q: WHY ARE YOU DISCONTINUING MY FAVORITE PRODUCT?

LORAC is always striving to create new and better products for our customers to enjoy, which means some products become discontinued in order to create room for the new products. If a product is discontinued, we'd be happy to direct you to something similar.  Please call our 1-800-845-0705 customer service line or email us at customercare@loraccosmetics.com if you'd like any recommendations.  

Q: DOES LORAC ACCEPT INTERNATIONAL ORDERS?

A: No. LORAC accepts US orders only: lorac.com online orders will be shipped to US addresses only. We apologize for the inconvenience. You must have both a shipping address and credit card billing address within the United States. In addition, the issuing bank must be based in the United States. 


Q: DOES LORAC DELIVER TO A P.O. BOX?

A: Yes. LORAC will ship via USPS.


Q: WHAT IS THE PROCESSING TIME FOR A TYPICAL ORDER?

A: Orders received between Monday - Friday are usually processed within 2 business days from order confirmation. Orders received on Saturday and Sunday are usually processed by Monday or by close of business day Tuesday. During sales or promotions, the processing time may increase up to 7 days of processing time. For your protection, LORAC reserves the right to hold orders for verification.

Hazardous Materials: Certain items considered Hazardous Materials (HAZMAT) include aerosols and alcohol-based products (e.g. pressurized spray cans, hairspray, nail polish remover, nail polish etc.) and are required by the U.S. DOT to be shipped by Ground-only transport, due to air transport restrictions and regulations.


Q: WHAT ARE THE DELIVERY TIMES FOR A TYPICAL ORDER?

A: Lorac.com offers USPS Ground, 2nd Day Air, and Next Day Air with delivery Monday - Friday. USPS delivery time is dependent upon method chosen: 2-7 business days for USPS Ground; 2 business days for 2nd Day Air.


Q: WHAT METHOD OF DELIVERY DOES LORAC USE?

A: USPS is LORAC’s preferred method of delivery. Below are shipping options provided by LORAC and their costs.

Free Ground Shipping  FREE ground shipping on orders over $35 (withing the contigous U.S.)  2-7 business days
2nd Day Air $17.95 2 business days
Next Day Air $29.95 1 business days
Hawaii & Alaska $24.95 5-10 business days
Ground Shipping  $.6.95 2-7 business days


Q: CAN I RETURN A PURCHASE FROM A RETAIL STORE TO LORAC.COM?

A: We are sorry, but we cannot accept merchandise purchased at a retail location. All items purchased through our retail partners must be returned to the retailer from which the product was purchased in accordance with their return policies.  If you have any questions, please contact customer service toll free at 1-800-845-0705 Monday - Friday 8am-4:30pm Pacific Standard Time (Excluding Federal Holidays) or email us at customercare@lorac.com.  

Q: CAN I RETURN A PURCHASE FROM LORAC.COM TO A RETAIL STORE?

A: A product purchased on Lorac.com should be returned to LORAC.   If you have any questions, please contact customer service toll free at 1-800-845-0705 Monday - Friday 8am-4:30pm Pacific Standard Time (Excluding Federal Holidays) or email us at customercare@lorac.com.  


Q: CAN I RETURN A PRODUCT THAT I PURCHASED ON THE SALE SECTION?

A: Items purchased on the Sale section are last chance items and are not eligible for returns or exchanges.


Q: HOW DO I GET AN ORDER CONFIRMATION?

A: When an order has been successfully placed, an order confirmation email will automatically be sent to your email inbox. If you have not received this email, please CONTACT our customer service to confirm your order.


Q: HOW DO I KNOW WHEN MY ORDER HAS SHIPPED?

A: When the warehouse has prepared and packed your order and it is ready to be shipped, you will receive a Shipment Confirmation e-mail in your email inbox. The majority of our orders are shipped within 2 business days after you receive your order confirmation, but it can take up to 5 business days. You can expect to receive this e-mail once your order has been processed and shipped. The e-mail contains the details of your shipment as well as a tracking number and link to the selected carrier site. You can click on the tracking number to track your order.


Q: HOW DO I CHECK THE STATUS OF MY ORDER?

A: You must be logged into your account to have the ability to check your order status. If you do not have an account with LORAC on www.lorac.com, you will not be able to check your order status. You will need to contact Customer Care, who can check the status for you by looking up your order using your name or order number. Please be sure to create an account and be logged in when placing an order to be able to see your order status. If you were logged into your account when placing your order and are still having trouble, please contact Customer Care.


Q: WHY IS MY CREDIT CARD NOT GOING THROUGH?

A: These are the top reasons why a credit card does not go through:
  1. You are using an International credit card. LORAC unfortunately does not accept International credit cards at this time. We only accept United States-issued credit cards.
  2. You are trying to ship to an address outside of the United States. LORAC does not ship internationally at this time. We apologize for this inconvenience.
  3. You have entered in the wrong address, wrong zip code, or an address that is not associated with the credit card you are trying to use. You may have misspelled your address or put your address information on the incorrect line. Please check your information to make sure it is 100% accurate.
  4. You have entered in your credit card information incorrectly. Please double check the information.
  5. If you have tried to enter in your information more than 3 times, our website may not let you place an order as it may flag your attempts as potential fraudulent activity. Please contact Customer Care to complete your order if you think this may be the case.

Q: WHY WAS MY ORDER CANCELLED?

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

  1. Item(s) not available. 
  2. Difficulty in processing payment information. 
  3. Cannot ship to address provided.
  4. Duplicate order was placed. 
  5. Customer requested cancellation.