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Customer Care

A personal note from our CEOs:

"Delighting you, our valued customer, is our number one goal. It's an honor to serve you. We promise you the best experience we can deliver. You deserve nothing less."- Thomas Shipley and Andrew Surwilo (CEOs Hydroxatone)

At Hydroxatone® we take customer care very seriously. Whether you're an existing customer or you're new to our brands, you're always welcome to ask our staff any question you may have. If you don't see the answer you're looking for at Frequently Asked Questions, contact our customer care team directly. Please choose one of the following options:

How would you like to contact us

Call us

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If you have any questions regarding your order, you can reach us at any time in the United States through phone or email. Our customer service lines are open 24 hours a day for all International customers.

Country you are calling from Toll Free Number Hours of Operation

USA/CANADA 1-800-672-2259 24 HOURS

AUSTRALIA (0011) 800-2358-7491 24 HOURS

NEW ZEALAND (00) 800-2358-7491 24 HOURS

GREAT BRITAIN (00) 800-2358-7491 24 HOURS

NOTE: Please note that some mobile phone carriers do not allow toll free 800 numbers to the USA to connect. We suggest using a landline if you are having trouble with your mobile carrier.

Alternatively, you can call the local numbers designated for your country below, calling rates may apply.
Note, a local Australian number is assigned for New Zealand.

Australia: (02) 8073 0576
New Zealand: +61 (02) 8073 0576
Great Britain: 020-3642-3720

Hydroxatone
PO Box 9300
Jersey City, NJ 07303

You can also email us at support@hydroxatone.com to schedule a call back. Please provide First and Last Name, Country, Customer ID number, phone number, day and time to call you back. Please give us 24 hours advance notice.

Frequently Asked Questions

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Product Questions


Are there any other steps I should take while using Hydroxatone® products?

While using Hydroxatone®, we recommend you maintain a healthy, active lifestyle. We suggest a balanced diet combined with regular cardiovascular exercise and strength training. To maintain skin's optimal health, we also suggest you eliminate use of all tobacco products, as this can accelerate the deterioration of skin quality and increase the likelihood of wrinkles and undesirable contours in the skin of the face and body.
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Are there any known side effects associated with Hydroxatone® products?

Hydroxatone® products are not known to have any known short or long-term side effects. In the unlikely event you develop an adverse reaction, we recommend you consult your physician.
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How long will it take to see results?

Results build with continued use. Many customers will see and feel improved moisture and tone within a few weeks. A clinical study of Hydroxatone AM/PM Rejuvenating Treatment demonstrated that improvements continued through eight weeks of results. For optimal results, it is recommended that you use Hydroxatone® for a minimum of eight weeks.
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How long will a supply of Hydroxatone® last?

Each jar of Hydroxatone® AM/PM, as well as other products within the Hydroxatone® skin-care line, have been developed to last for 30 days of daily use for the AVERAGE USER. Individuals who use Hydroxatone® more often than twice per day, and/or use the product broadly may require additional supplies of product within a 30-day period. For this reason, products can be ordered individually by calling our sales department at 1-888-621-4043 or by ordering online.
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Has there been any research or testing regarding Hydroxatone®?

Independent laboratory studies of participants aged 35-64 using Hydroxatone® AM/PM over the course of 8 weeks yielded clinically-proven, wrinkle-reduction and increased hydration results! The ingredients in Hydroxatone® AM/PM Rejuvenating Treatment are proven to decrease the visible appearance of fine lines and wrinkles, coarse wrinkles, skin discoloration, and also proven to significantly increase skin hydration.
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Hydroxatone "Try It Before You Buy" Risk-Free Trial Program


What products are eligible for Risk-Free Trials?

Hydroxatone offers risk-free trials for some of our best-selling products. The risk-free trial program is for first time customers only. To learn more, visit, www.hydroxatone.com and select the tab titled "Risk-Free Trials".
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What are the terms of the "Try It Before You Buy It" Risk-Free Trial Program?

Our risk-free trial program typically works as follows: We will send you 2 or 3 jars of our product, depending on which offer you accept, to try risk-free for 30 days. At the time your order is shipped, the card you provide will be charged for a small shipping and processing fee. Upon receiving your shipment, you have 30 days to try the product risk-free to see if you like it. If you like your results and do nothing, the card you provided will be charged for the cost of the product in either 2 or 3 monthly payments, billed every 30 days, with the first payment charged 30 days after receipt of your order. Local and State sales tax may apply. With our 30 Day Bottom of the Jar Guarantee, if you are not completely satisfied, simply call customer service at (1-800-672-2259) within 30 days of receipt of your shipment and return the products within 2 weeks as instructed to avoid being charged for the merchandise.

And as an added convenience, if you are enjoying your results and do not call to cancel, as a member of our Beauty Auto Ship Program, you will continue to receive a fresh supply of the product every 2 or 3 months. The card you provided will be automatically charged in the same manner as your first shipment, just 2 or 3 monthly payments for each 2 or 3 month shipment, billed every 30 days, plus shipping and processing charged when the products are shipped. And each shipment comes with the same 30 day Bottom of the Jar Guarantee! As a member of our Beauty Auto Ship Program, you can also change or cancel future shipments at any time.

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How do I cancel and return my Risk-Free Trial?

If you are not completely delighted with your Risk-Free Trial, call Customer Service at 1-800-672-2259 within 30 days of receipt of your shipment to request a Return Number and return the shipment within two weeks as instructed"even if the containers are empty- to avoid further payments or for a full refund of the product purchase price, less the shipping and processing. Include your Return Number with your return shipment. Future auto-shipments will automatically be cancelled at the time you receive return instructions.
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Why is a credit or debit card needed for a Risk-Free Trial?

At the time your Risk-Free Trial order is shipped, the credit or debit card you provided will be charged for a small shipping and processing fee. Upon receiving your shipment, you have 30 days to try the product risk-free to see if you like it. If you like your results and do not call Customer Service within 30 days of receipt and return the merchandise within 2 weeks as instructed, the card you provided will automatically be charged for the cost of the product in either 2 or 3 monthly payments, depending on which offer you accepted. The monthly payments are charged in 30 day increments, with the first payment charged 30 days after receipt of your order. In addition, as a member of our Beauty Auto-Ship Program, if you do not call to cancel, you will continue to receive a fresh supply of the product every 2 or 3 months. The card you provided will be automatically charged in the same manner as your first shipment, just 2 or 3 monthly payments for each 2 or 3 month shipment, billed every 30 days, plus shipping and processing charged when the products are shipped.
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Preferred Customer Beauty Auto Ship Program


What is the Hydroxatone® Beauty Program?

As a valued customer, Hydroxatone® is pleased to offer you the benefits of our Preferred-Customer Beauty Program. This auto-ship program is designed to ensure you always get the products you want, when you want them at special-member pricing. As a member, you will have access to exclusive product offerings, free-trial offers and exclusive pricing.
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Do I have to join the Beauty Program?

Membership in the Preferred-Customer Beauty Auto-Ship Program is not mandatory. You can join at any time to take advantage of special-member pricing and the convenience of automatic deliveries. The Risk-Free Trial offers on this website include membership in the Beauty Auto-Ship Program.
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Can I change the date of my Auto Ship?

Absolutely. Our Auto-Ship Program puts you in control. You can change your billing date, re-order one or more products, and even adjust the frequency of your shipments, directly through our Customer Self Service Center or by calling customer service at 1-800-672-2259.
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Can I skip a month?

Absolutely! For fastest service, visit our Customer Self Service Center. Or if you prefer, you can call our toll-free customer service number at 1-800-672-2259 ,or email us at support@hydroxatone.com Back

How do I cancel the Hydroxatone® Beauty Auto-Ship Program?

There are three easy ways to cancel your account from the Beauty Auto-Ship Program. Visit our Customer Self Service Center, call our toll-free customer service number at 1-800-672-2259, or email us at support@hydroxatone.com, and we will cancel your membership immediately so that you do not receive future shipments.
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What are the benefits of the Hydroxatone® Preferred-Customer Beauty Auto-Ship Program?

As a valued customer, Hydroxatone® is pleased to offer you the benefits of our Preferred-Customer Beauty Auto-Ship Program. This Auto-Ship Program is designed to ensure you always get the products you want, when you want them at special member pricing.

  • Convenience: After your introductory period, you will enjoy the convenience of automatic, regular deliveries, and the ultimate in savings with members-only prices. The Risk-Free Trial offers on this website include membership in the Beauty Auto-Ship Program. Or you can call 1-888-621-4043 and we will sign you up. There is no set-up fee, and you can cancel future shipments at any time.
  • Customization: As a Program Member, you can always customize your skin-care collections to meet your needs!
  • Flexibility: Hydroxatone® is committed to ensuring you get the products you want, when you want them. If you want to cancel or speed up or slow down the frequency of your shipments, just let us know.
  • Member Pricing: Hydroxatone® Beauty Auto-Ship Program members always pay reduced prices on Hydroxatone® products!
  • Installment Billing: As a member of the Beauty Auto-Ship Program, the card you provide at the time you place your order will automatically be charged for your initial and each auto-shipment in just 2 or 3 monthly payments for each 2 or 3 month shipment, depending on which offer you accept, plus shipping and processing charged when the products are shipped. Monthly payments are charged in 30 day increments, with the first payment starting 30 days after you receive each shipment.
  • 30-Day Bottom of the Jar Guarantee: If you are not completely delighted with any Hydroxatone® product, simply call Customer Service at (800) 672-2259 within 30 days of receipt of your shipment to receive a Return Number and return the merchandise within 2 weeks as instructed, to avoid being billed or for a refund the product purchase price (less shipping and processing), even if the bottles and jars are empty.

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Ordering, Return & Shipping


How do I place an order?

Ordering is easy! Just visit our website at www.hydroxatone.com or call us at 1-888-621-4043.
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How soon will you ship my order?

We'll ship your order within 2 business days after the date it was placed.
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How long before my order arrives?

Standard Delivery will arrive within 4-10 business days. Please allow 2-3 weeks for international shipments.
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What do you charge for shipping and processing?

Shipping and processing fees are indicated at checkout with an additional charge for rush.
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Do you ship internationally?

Yes, but please allow 2-3 weeks for delivery time.
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Will I be charged sales tax?

Local and State sales tax may apply.
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What name will show up on my credit card statement?

Hydroxatone
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What is your refund policy?

We are so confident that you will enjoy the results of Hydroxatone® that we offer to you our Hydroxatone® 30-Day, Bottom-of-the-Jar Guarantee. If you're not completely satisfied, simply call 1-800-672-2259 within 30 days of receipt of your shipment to request a Return Number and return Hydroxatone® within 2 weeks as instructed, even if the jars are empty, to avoid further payments or to receive a refund of any purchase price payments (less shipping and processing). All future shipments will be cancelled. Depending on the offer you accept, customer may be responsible for return postage.

  • Damaged Products: Product(s) damaged during shipping will be replaced at no charge. Save the package and all contents, and contact Customer Service at 1-800-672-2259 to request a Return Number.

  • Shipping and Delivery Errors: Should you experience any problems with your order, please contact Customer Service immediately, so that we may correct it in a timely matter..
  • We highly recommend sending the return back certified receipt.
  • All purchases returned after the 30-day return policy will receive a store credit good for 12 months from the date of return.
  • Refunds will be issued to the same credit or debit card to which they were charged.
  • To ensure prompt processing, returns must be sent to the address provided with your Return Number.

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How do I return a product?

If you're not completely satisfied, simply call 1-800-672-2259 to request an Return Number and return Hydroxatone® within 30 days of receiving your shipment even if the jars are empty to avoid further payments and receive a refund of any purchase price payments (less shipping and processing). All future shipments will be cancelled.

Please note the following terms:

  • We highly recommend sending the return back certified receipt.
  • All purchases returned after the 30-day return policy will receive a store credit good for 12 months from the date of return.
  • We will not process or refund packages marked "Return to Sender."
  • Refunds will always be issued to the same credit card to which they were charged.
  • To ensure prompt processing, returns must be sent to the address provided with your Return Number number. The warehouse cannot accept packages without an Return Number number.

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How long will it take to process a return?

From the time our warehouse receives your return, it generally takes 5 business days to process your refund. Please keep in mind that the number of days it takes for the credit to post to your account can slightly vary depending on how quickly your bank recognizes and posts our refund. Please allow a few weeks for the refund to show on your statement. Your credit or debit card will be refunded by HYDROXATONE®.
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Payment Methods We Accept

We accept Visa, MasterCard, Discover and American Express.
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Contact Us

If you have any questions regarding your order, you can reach us at any time in the United States through phone or email. Our customer service lines are open 24 hours a day for all International customers.

Country you are calling from Toll Free Number Hours of Operation

USA/CANADA 1-800-672-2259 24 HOURS

AUSTRALIA (0011) 800-2358-7491 24 HOURS

NEW ZEALAND (00) 800-2358-7491 24 HOURS

GREAT BRITAIN (00) 800-2358-7491 24 HOURS

NOTE: Please note that some mobile phone carriers do not allow toll free 800 numbers to the USA to connect. We suggest using a landline if you are having trouble with your mobile carrier.

Alternatively, you can call the Australian local number below, calling rates may apply.
Australia: (02) 8073 0576
New Zealand: +61 (02) 8073 0576
Great Britain: 020-3642-3720

Paper Correspondance: Hydroxatone
PO Box 9300
Jersey City, NJ 07303

Physical Returns:
Please call our contact numbers above or email us for return instructions
You can also email us at support@hydroxatone.com to schedule a call back. Please provide First and Last Name, Country, Customer ID number, phone number, day and time to call you back. Please give us 24 hours advance notice.