Frequently Asked Questions

 

Placing An Order / Tracking My Order:

  • What shipping options are available for US orders?
    • All orders placed Monday-Friday are usually shipped the next business day. All UPS Next Day and 2-Day Air orders will be shipped out the same business day, as long as it is ordered before 2:30 PM CST. For all U.S. orders over $100, shipping is free. For orders totaling less than $100, shipping costs are based on the order weight, location and desired method of shipping and will be calculated on the Checkout page of our website. By default, our system will always recommend the least expensive method of shipping, but should you decide to expedite delivery, you can easily do so. Your shipping quote will be calculated and displayed before you enter your payment information.

      When will I receive my order? If you choose regular ground shipping, Texas residents should receive their orders within 1-3 business days. All other U.S. states should receive their orders within 3-6 business days. *Currently, express delivery is not available to Canada, Alaska, Hawaii, Puerto Rico, Guam or to APO/FPO or PO boxes.
      What about overnight or 2-day air shipments? All Next Day and 2-Day Air orders will be shipped out the same business day, as long as it is ordered before 2:30 PM CST. UPS Next Day or 2-Day service does not deliver on weekends.
  • Do you accept international orders?
    • *Yes. Our website accepts ALL international orders (excluding Africa, Argentina, Greece, Spain and Sri Lanka due to restrictions).

      For the following locations, we charge a flat rate.
      Australia - $49.95
      Canada - $19.95
      New Zealand - $49.95
      Singapore - $43.95
      United Kingdom - $39.95
      All other countries will be charged a flat rate of $39.95. By default, our system will always recommend the least expensive method of shipping. Should you have any questions about shipping fees, please contact us. Your shipping quote will be calculated and displayed before you enter your payment information.

      When will I receive my international order? Even though we send our international orders out promptly, it can take anywhere from 5-21 days to receive. We ask that you be patient while waiting for your order. Delivery times can vary.

      What if I don't have a ZIP code?  If you do not have a ZIP code in your country (if you live in Dubai for instance) then please enter "00000" in the ZIP code field. 

      NOTE: Orders shipped outside the U.S. may be be subject to customs inspections and/or fees according to the regulations of the destination country. Renée Rouleau Skin Care is not responsible for these actions or any reimbursement of customs fees or taxes. We ship all international orders using U.S. Postal Service.
  • If I have No computer Access, how can I place an order?
    • Call us at 1-888-211-7560 and we will gladly take your order over the phone. 
  • How will I know my online order was received?
    • You will receive an email confirmation when you place your order. If you do not receive one immediately, check your spam folder or email us.
  • How do I check on an order I have placed?
    • All regular ground orders are usually sent the next business day (Monday-Friday, excluding holidays) from our Austin, Texas distribution center. You will receive an email with tracking information once your order has been sent.  
  • I can view my tracking information, but the status has not been updated.
    • Shipping within the US: We’re sorry that updated tracking information isn’t available, but assure you your package is on its way. All orders shipped via USPS First Class Mail does not update the tracking information for each checkpoint. Even though we send our orders out promptly, it can take anywhere from 3 - 9 business days to receive. We ask that you be patient while waiting for your order, despite not having up-to-date delivery information.

      International Shipping: We’re sorry that updated tracking information isn’t available, but assure you your package is on its way. All orders shipped via USPS Standard International Mail does not update the tracking information for each checkpoint. Even though we send our international orders out promptly, it can take anywhere from 5-21 days to receive. We ask that you be patient while waiting for your order.  
  • The tracking status says my package has been delivered, but I haven’t received my order.
    • Have you tried contacting your local post office? We find that some mail carriers opt not to leave packages when there is no one available to claim them, even if you didn’t specify a signature upon delivery. Please try contacting your local post office to find out if your package is waiting for pickup or will be redelivered. In addition, we advise printing out a copy of the USPS tracking page and leaving a note in your mailbox for the postman or postwoman stating you haven’t received your order and ask for them to get it delivered to you. They may have brought it to an incorrect address or may no the whereabouts of the shipment. Ultimately, your post office is responsible for getting your package delivered to you once it leaves our distribution center.  
  • What is your return policy?
    • There are no refunds, but you can return any product within 45 days (with your receipt) for an online credit to use the next time you shop with us. We have more than 75 products, so if something is not working, we encourage you to try another product.

      NOTE: Products purchased online are not eligible for return in our Dallas or Plano skin care spas.

      Carefully package your returned products and be sure to include: 1. Receipt (original or copy) - required, 2. Preferred email address, 3. Reason for your return (we appreciate feedback)

      Send products to:
      Renée Rouleau Skin Care
      Attn: Returns Department
      9701 Dessau Road, Ste. 204
      Austin, TX 78754 U.S.A

      NOTE: When we receive your items, we will email you with a credit code to use when purchasing new products online.
      Unsure of which products are best for your skin? Take our Skin Type Quiz >
  • Will I be charged sales tax?
    • We charge 8.25% sales tax on orders delivered to Texas only; if your shipping address is outside of Texas, you will not be charged sales tax. We offer free shipping on all U.S. orders over $100.
  • What types of payment do you accept?
    • We accept Mastercard, Visa, American Express and Discover.
  • How do I re-set my password on my account?
    • Log into your account with your user name and password, and you will be able to change your password. For your security, your account will not save your credit card information. It will however, keep a history of your orders, your skin type quiz results, as well as billing and shipping information.
  • I can't remember my user name or password. How can I retrieve it?
    • Email us and we will look up your user name and send you a temporary user name and/or password to provide access to your account.
  • Is your website secure?
    • To shop safely from our website, enter www.ReneeRouleau.com, NOT ReneeRouleau.com. To protect the safety of your credit card information, we use VeriSign SSL Certificates with 128-bit encryption, the strongest SSL protection available anywhere. Widely recognized as a symbol of trust on the Internet, VeriSign SSL is your assurance that every site visitor is afforded the strongest available encryption, without exception. Once you enter the checkout page, your computer will begin communication in full 128-bit encryption mode. The "http" in the web address will be replaced by "https".

 


 

Gift Certificates:

  • How do I redeem my gift certificate online?
    • To activate your gift certificate to use for on line purchases, email us here with your name, gift certificate number and dollar amount and we will email you a code to be able to redeem your gift certificate.

 


 

About the Products:

  • What is the shelf life of your products?
    • As long as they are stored in a cool, dark place, the shelf life is guaranteed for 18 months. Learn more about our products.
  • Where can I buy Renée Rouleau products?
    • The Renée Rouleau products are sold exclusively www.ReneeRouleau.com and in our two Texas skin care spas. We currently have no future plans to have them sold elsewhere. Our website DOES accept all international orders. Take our Skin Type Quiz.
  • I am pregnant. Which skin care products should I avoid?

 


 

Skin Care Questions:

  • I've looked at your nine skin types And Taken The Skin Type Quiz and Still can't figure out which one I am. Can you help?
    • If you are still uncertain of your skin type, email us with the following information:
      (1) Your age; (2) Your top three skin concerns in order of priority. List them as 1, 2 and 3; (3) If you're prone to breakouts, read this blog post and let us know specifically the names of the breakouts that you get, where on the face you get them and how often they appear; (4) If your skin feels dry, let us know if your skin is truly dry or if you think that your current products may be too harsh and therefore may be the cause of your dryness; (5) If your skin is sensitive, describe what your skin is sensitive to and what are your sensitive skin symptoms, ie. Rosacea, redness, rashes, irritation, or breakouts?

 


 

For Skin Care Professionals:

  • Can I sell the Renée Rouleau products in my spa, clinic or store?
    • No, unfortunately our products are not available for resell. We currently have no future plans to have them sold elsewhere. Renée's blog is an excellent free resource for estheticians seeking continuing education.
  • Do you offer a discount for licensed professionals?
    • No, unfortunately we do not sell our products at a discount to professionals.

 


 

Scheduling an Appointment:

 


 

Other Questions:

  • Charitable Donations: How do I request a donation?
    • We will gladly accept all donation requests for consideration. Email us at Dallas@ReneeRouleau.com with your request.
  • Employment: I am interested in applying for a position at Renée Rouleau Skin Care. Who should I contact?

 


 

Need Additional Assistance?

You can find many answers to your skin care questions on our blog or contact us.