WE CARE ABOUT YOUR EXPERIENCE

Wonder about an order, our products, or need more information? Simply contact us.

orders
  • How do I know if I placed an order successfully?
    After you place an order (congrats to your skin!), you will receive an Order Confirmation email to the email address you provided at checkout. The Order Confirmation email confirms that we’ve received your order but does not confirm your order is being fulfilled and shipped. Once your order is shipped, you will receive a Shipping Confirmation email.
  • Can I modify or cancel an order once it has been placed?
    To modify or cancel an order, please Contact Us within one hour after placing the order. We will do our best to accommodate your request.
  • Where do I check the status of my order?
    To check the status of your order, simply log into your account and select “Order History” in the “My Account” page. If you still have questions about your order, please Contact Us and we’ll happily assist ASAP.
  • Why is my order still processing?
    Your order may show as ‘processing’ if we are still working hard to fulfill and prepare to ship your skincare magic, or there may have been a discrepancy in our inventory that has caused a delay in shipment. We apologize for any inconvenience in such delays!
  • What do I do if my order is missing an item?
    In this super rare occasion, we may not have had all of the items in stock when we shipped your package. Your Shipping Confirmation email should indicate which products might still be outstanding and pending shipment.
  • If a product goes out of stock during a promotion, can I apply for the promotion when the product is back in stock?
    Unfortunately, we cannot offer discounts or complimentary gifts after a promotion has expired. Meaning, act swiftly when we are running a promotion — your skin will thank you!
  • Is there a limit to the number of orders I can place?
    To help ensure that we're selling our products to genuine skincare lovers (and not to resellers), we place a limit on the number of orders you can make within 30 days.
shipping
  • How will my order be shipped?
    Standard shipping is USPS and/or UPS Mail Innovations (the package will ship via UPS and be delivered by your local USPS). Expedited shipping options are also available at checkout.
  • How much does shipping cost?
    Standard Shipping is FREE in US. Expedited shipping options are available for an additional fee and will be listed at checkout.
  • How long will it take to receive the order?
    We want your skin to receive all of our Orpheus goodness as soon as possible! Please allow up to 2 business days for your order to be fulfilled and shipped. Once shipped, it should reach out to you in 5-7 business days. Hawaii, Alaska & Puerto Rico may experience longer transit times. All orders placed after 12:00 EST will be processed the following business day despite the shipping method.
  • Can you ship to my P.O. box?
    Yes, we ship to P.O. boxes using USPS Priority.
  • Do you ship internationally?
    Unfortunately, we do not ship internationally at this time. Currently, we ship only to the United States. Tell us where you’d like us to ship to and we’ll put it on our to-do list!
Payments
  • What payment options do you accept?
    We accept Visa, Mastercard, American Express, and Discover credit cards. We also accept PayPal and ApplePay. Note that we do not accept gift cards, international debit/credit cards, checks or money orders.
  • I can’t finish my order. What’s wrong?
    If you have trouble checking out, Contact Us and we will help resolve the issue.
  • My order is declined. What do I do?
    Please double check that all the shipping and billing information is accurate. Please also make sure that you’re using a valid payment method. If you’re still having trouble, please Contact Us.
  • Is it safe to use my credit card?
    Yes, rest assured that your order will be placed safely and securely. During check out, shipping and order data is encrypted and sent over a secure connection to our server. You can shop worry-free!
  • Why is my credit card declined?
    There are a number of reasons why your credit card may have not been authorized when attempting to make a purchase on our website, including: - You’re trying to use an international credit card that we don’t accept. At this time, we are only able to accept credit cards issued in the United States. - You’re trying to ship to an address outside of the U.S. - You entered your credit card information incorrectly. Please double check your credit card number, expiration date and/or CVV.
PRODUCTS
  • Do you test your products on animals?
    We are strictly against animal testing and do not test our products on animals! We test on friends and family that continually try our products and test our new formulas during the development phase. Thanks, mom!
  • Is it safe to use your products while I'm pregnant?
    The entire Orpheus product line is pure and safe to use. It is sensitive skin compatible and is made with clean and non-toxic ingredients, thus, it is safe for pregnant women. However, we recommend that you consult with your doctor before using any new products while pregnant or nursing.
  • Are Orpheus products vegan and gluten-free?
    All of our products are vegan and/or gluten-free, but if you have a gluten allergy or intolerance, please consult the ingredient list and your doctor before using any Orpheus products.
  • Does Orpheus use parabens?
    No! We do not use parabens, silicones, synthetic fragrances or dyes, phthalates, sulfates or phenoxyethanol – although commonly found in most skincare products! In fact, there is a long list of ingredients that are known carcinogens, hormone disruptors, irritants and/or allergens that you will never find in Orpheus products. See the full Blacklist.
  • What is the shelf life of your products?
    You can safely use our products 12 months after opening them. We use airless packaging that ensures your product remains as potent as when it was made.
  • Are your products organic?
    Our products contain many ingredients that have been certified organic. We choose organic whenever possible! We select our bioactive ingredients based on their purity and proven ability to work below the skin’s surface and target the issues of aging head-on. While we do use organic ingredients when possible, there are other many beneficial ingredients that come from fantastic sources that haven’t yet been certified. Such ingredients are ferments, peptides, plant stem cells and others that are 100% non-toxic and highly effective. They are developed through biotechnology in a controlled environment within a laboratory in order to achieve high-potency and purity. Please see our ingredient glossary for specific ingredient details including origins and sourcing.
  • What skin types are Orpheus skincare products formulated for?
    Orpheus skincare products are uniquely developed to be suited for all skin types and provide highly effective anti-aging benefits for all.
  • How long will it take to see anti-aging results from using Orpheus skincare products?
    In 3rd party consumer studies, women reported significant visible skin improvement in as little as 10 days. Individual results may vary.
  • Can I use Orpheus skincare products in combination with other skincare products?
    Yes, all Orpheus skincare products are compatible with other skincare products. Orpheus skincare products are clinically tested to be hypoallergenic. If you are using prescription skincare products, please be sure to consult your healthcare professional prior to introducing Orpheus skincare products to your skincare routine. Orpheus skincare products are compatible with your existing skincare routine, but they are most effective when used together as a complete anti-aging skincare regimen.
  • Can you send me free samples?
    Currently, we don't offer free Orpheus samples. We're working on that. To get notified when they are available, please sign up for Orpheus-skin.com emails and be the first to know about new Orpheus skincare products, the latest trends, and exclusive online coupon codes.
RETURNS
  • What is your return policy?
    With Orpheus, you get a 30-day Happiest Skin Guarantee. If you’re dissatisfied with a product purchased at Orpheus-skin.com for any reason, you’re welcome to return it. To properly and timely process your return, kindly see our Return Policy.
  • Can I return bundles or sets?
    If you wish to return a bundle or set, you need to return the complete set to be eligible for a refund. To place a return, please follow our Return Policy step-by-step guidelines.
  • I received an order with broken items. What should I do?
    We are unable to refund items that have been dropped, stolen, spilled or misused.
  • My order was stolen. Can I get a refund?
    We are unable to refund items that have been dropped, stolen, spilled or misused.
  • What is your international return policy?
    Currently, we only ship to and accept returns from the United States.