Frequently asked questions

Every price on this site is in US Dollars and is charged in US Dollars. Sales tax is calculated at checkout from your shipping address and shown before you pay. All prices are shown and charged in US Dollars (USD).

It will appear as "NEURO" — not as the store name. We print this at checkout, on your order confirmation and here, because an unrecognised line on a statement is the single most common reason people dispute a charge they actually made. If you see something you do not recognise, contact support@neurodermskin.com or +1 (832) 808-7286 before contacting your bank; we can usually resolve it the same day.

No. Every order is a one-time purchase. We do not run a subscription, auto-ship, membership or negative-option programme, and nothing on this site will charge you again without a new order placed by you.

No. Your card number is entered into an encrypted field operated by a PCI DSS Level 1 certified card vault and is tokenised before it reaches us. We hold a token plus the card brand, last four digits, expiry and issuing country — enough to show you which card you used and to process a refund, and nothing more.

Because your bank checks the billing address against the one it holds for your card. If we sent your shipping address instead, valid cards would be declined. If you are shipping to a different place from where your card is registered, untick the box and enter both.

That is 3-D Secure — your bank confirming it is really you. It is the bank's check, not ours, and it shifts liability for fraudulent use away from you. Complete it in the window shown and the order continues automatically.

Standard is $6.95 and takes 3–5 business days — free on orders over $75.00. Express is $19.95 and takes 1–2 business days. Both ship tracked.

Not currently. We ship within the United States, including Alaska, Hawaii and US territories. Some products containing lithium batteries or pressurised contents have carrier restrictions and travel by ground; we tell you before dispatch if that affects your order.

Check with neighbours and your building's mail room first, then contact us within 7 days. We reship or refund without waiting for the carrier's investigation to conclude.

Yes, if the order has not dispatched — contact us as quickly as you can. Once a parcel is with the carrier we cannot redirect it, but you can refuse delivery for a full refund.

Yes. Any product can be returned within 30 days of delivery, opened or unopened, for a full refund. Skincare has to be used to be judged, so a policy that only accepts sealed returns is not really a policy.

No. We email a prepaid return label within one business day of your request. On a change-of-mind return your original outbound shipping charge is retained; if the return is due to a fault or an error of ours, that is refunded too.

We issue it within 3 business days of the carrier scanning your return. Your bank then typically posts it within a further 5–10 business days. Refunds always go back to the original payment method.

Sets are priced as a unit and cannot be split for a partial refund at component prices, but the whole set can be returned under the standard policy.

No. Neuroderm is cruelty-free and every formula in the range is vegan. We do not sell into markets that require animal testing.

Yes — every product in the range, including body and hand care. Fragrance is the most common cause of contact reactions in cosmetics and contributes nothing to performance. A few formulas have a faint natural note from an ingredient itself, which we note on the product page.

We would not. Alternate them on separate evenings, and never use Weekly Resurface Peel on the same night as Cortex Retinal. The Regimen Builder lays out an order that avoids these collisions automatically.

Hydration and texture change within days. Tone takes 8–12 weeks. Fine lines take at least 12. Anything promising faster than that on those endpoints is describing a temporary optical effect, not a change in the skin.

Retinoid-containing products — Cortex Retinal 0.1% and Deep Sleep Eye Cream — are not recommended during pregnancy or breastfeeding. For anything else, and for your own circumstances, consult your physician. We cannot give medical advice.

Order a $5 sample of whatever you are considering before buying a full size, and patch test on the inner forearm for 48 hours. The Barrier Rescue Kit is the safest full routine in the range — it contains nothing that exfoliates.