ONLINE ORDERS | FAQ

Yes, we ship to international destinations. If we can ship to your country, upon checkout you will be presented with a shipping option. All international orders are subject to customs fees. Natural Acne Clinic is not responsible for these fees.

Please note that orders typically ship within 2-5 business days. International orders are shipping UPS or USPS, based on your selection upon checkout. Once your package has left our facility, the transit time varies and depends on our shipping partners. We cannot guarantee any shipping time frame once the package is in the hands of our shipping partners. 

Please note, that we only ship to countries that allow skincare and supplements through customs. Natural Acne Clinic is not responsible for any customs fees.

Very rarely do we have an item go on back order, however, if this were to happen we will notify you upon receipt of your order to let you know when it is expected to arrive.

Note: we do not process, ship, or deliver orders over the weekend or on holidays.

Once your order has been shipped, you will be emailed the tracking number. 

If you do not see this email in your inbox, please check your spam folder and “promotional” folder. Once you find this email, please mark it to go into your inbox.

Note: we are a very small team, please search your inbox and spam folders before reaching out to us asking for tracking information.

My order was delivered but I don’t have it or cannot find it.
We find that most of the time your order was likely mid-delivered to a neighbor, left in a mailroom/package room, or is picked up by someone else in your household. Please double-check all those places and with your household first, and if you still have trouble, please contact us via the support widget in the bottom left corner of your screen. Please be sure to include your full name, order number, and email address.

If you live near the Wheat Ridge, Colorado area, you can visit our clinic to purchase products in person. Otherwise, all of our products are only available for order online.

There is a chance that customs charges may apply when your shipment crosses international borders. Natural Acne Clinic is not responsible for these charges.

We accept Visa, Mastercard, American Express, Paypal & HSA

Coupon codes vary in their use depending on the promotion they have been issued for. In most cases, they apply to all products except sale items, bundles, and consultations. Please reference the disclaimers of your discount code for other rules.

Why won’t my discount code work?
The two reasons your discounts may not work are because they have been entered incorrectly (commonly with an extra space at the beginning or end) or they have expired.

Our products are not eligible for FSA funds. We’re sorry about that! Additionally, we are unable to provide itemized receipts beyond your order confirmation. We recommend checking with your FSA provider for more information regarding eligible FSA products.

Your security and information is our top priority. Our website is as secure as possible. We use HTTPS – SSL Certificates, modern themes, and update our plugins in a timely manner.

You can update your shipping and billing information by logging into “My Account”. Please note, your shipping address must be updated prior to your subscription order processing.

If you placed a single order then you can’t edit your order after you submit it. If you have used our subscribe and save feature, you’ll be able to edit your subscription products and quantity in the MY ACCOUNT >> MY SUBSCRIPTIONS section.

In the case that you receive an incorrect order, we ask that you submit a support ticket immediately buy emailing support@naturalacneclinic.com and include your order number, a photo of the products you received along with a description of the discrepancy of your order.

Sealed, unopened products may be shipped back (at the expense of the customer) for a refund within 30 days of purchase.

Send returns to:
Natural Acne Clinic
4800 Dahlia St Unit D10
Denver, CO 80216

Returns cannot be made in person for products purchased from naturalacneclinic.com

Damaged or Missing Items

If your shipment contains damaged products or missing item(s), you must report this within 10 days of receiving the shipment by contacting orders@naturalacneclinic.com with a photograph of the damaged product/s, accompanying packing slip, and damaged packaging if applicable. (If notified beyond 10 days, no replacements will be given).

We want you to love the products you purchase. We offer a 100% money-back guarantee within 30 days of purchase. If you are ever unsatisfied, please contact us to let us know how the product did not meet your expectation. We also offer a free 15-minute call with one of our Online Acne Coaches if you have questions about your product or feel it is not working as anticipated.

Request Your Refund Here
Once refund has been processed, allow 3-10 business days to show on your card.

You don’t need an account to plan an order. Once you place your first order, an account will be created. To purchase our active products, you must be a graduate of our online acne program.

The first thing we suggest you do is to try resetting your password with the Lost Password link found on the login page. If that does not work, then submit a support ticket by emailing support@naturalacneclinic.com .

To reset your password, click on the Lost Password link found on the My Account login page.

Please check your SPAM/PROMOTIONS as sometimes our emails get routed to these folders.

You can contact Natural Acne Clinic anytime by submitting a support ticket via the chat widget in the bottom right corner of your screen.

To access your account visit, naturalacneclinic.com/my-account and log in with your username and password. If you do not know your password, please click “forgot password” to reset it.

If your subscription order has already been paid you cannot cancel that order, but you can cancel or modify future subscription orders.

Each product in our online store will allow you to choose the quantity and the frequency you would like to receive them. For example you can choose to receive Product A once a month, and Product B every 3rd month.

Absolutely, to edit your subscription you would log into your account, click on subscriptions and edit the subscription to the frequency you would like.

To cancel a subscription, log into your account, click on subscriptions and select cancel next to the subscription you would like to cancel. Your subscription will immediately be cancelled.

You would simply choose the product you want to create a new subscription for and proceed with ordering it as a subscription item.

To purchase a one time product and not receive it as a subscription, you would add that item as a one-time purchase to your order. Only the items selected as subscribe and save would be included in the subscription.

Yes you can remove products from your subscription, add new products or change the quantity of those products. Note: if the subscription has already charged, the current order has been submitted and any changes will be reflected on the next order.

Can I add products to my order?
To add products to your order, you go to MY ACCOUNT >> MY SUBSCRIPTIONS and click the subscription you’d like to edit. Then click the ADD NEW PRODUCT button and find the product you’d like to add.

Once you add, you will receive an email notification confirming your revised subscription.

Note: You may not see the new product immediately after clicking add, if so, refresh the page and it will appear.

No you don’t have the option of choosing a specific delivery day for your subscription. Once your order has been submitted, we will ship within 3-5 business days of receiving your order.

If you need to change your subscription date, please submit a ticket by clicking on the Need Help? tab located on the bottom right corner of your screen.

Absolutely. Go into MY ACCOUNT and choose MY SUBSCRIPTIONS. Then you’ll be able to click PAUSE and choose a date that you would like your subscription paused until. Once you choose your date and click save, it will take a moment for the subscription to update. Refresh your page and you will then see that subscription is pause and the option to start it again before the date you selected.

Yes, you will receive an automated email 24 hours prior to being charged for your next shipment.

You can update your shipping and billing information by logging into “My Account”. Please note, your shipping address must be updated prior to your subscription order processing.

Your credit card will be charged on the date in which the subscription frequency falls.

Credit can be applied to the original order when you set up your subscription, but it cannot be used on future renewals of that subscription.

Product subscriptions will create an order for the product(s) you choose at the frequency you choose. Your preferred payment method will be automatically charged and your products will be shipped out to you.

If your subscription order has an item that is out of stock, we will notify you via email. Your card will still automatically be charged. You can choose to have us ship the item when it comes back in stock, or we can apply a credit to your account so that you may manually purchase the item when it comes back in stock. Future orders for that product will continue to be shipped when your subscription next renews unless canceled.

Your next subscription order is renewal date of the subscription you created (Monthly, Every 2 Months or Every 3 Months).

Free shipping only applies to the first shipment on a subscribe and save order. If you have a Clear For A Year or Clear For Life membership, you will get free shipping on all orders.

All orders over $125 are eligible for free shipping.

Once you have cancelled or paused your subscription, you can restart it by clicking the START button when you manage your subscription.

You can add more messages to your plan by upgrading your plan. See the Upgrading plan steps below.

Clients are able to upgrade/download your plan by navigating to your account in the online store.

1. Click My Account at the top of the page
2. Select Subscriptions
3. Navigate to the appropriate subscription and click View
4. Click Upgrade or Downgrade
5. Select the desired option from the drop-down menu
6. Click switch subscription
7. This will add the new subscription to your cart