Frequently Asked Questions 

Anniversary Sale FAQs:

  • Do I need a code to receive the Anniversary Sale discount?
    • No code necessary. 15% off is automatically applied to each product.
  • When will my order ship? How long will it take to receive my order?
    • Due to the volume of orders during our Anniversary Sale, please allow an extra 2-3 days for your order to process and ship. Our team has been working around the clock to keep up with demand to make sure you receive the products you love and deserve.
  • Do I get free shipping during the sale?
    • Yes. The subtotal for your order after the discount must be $100+ to be eligible for free shipping within the US.
  • Will I still receive 15% off if I purchase products through a virtual consultation?
    • Absolutely! At the end of your purchase you will receive 15% off. Please note, to receive a complimentary consultation your total before the discount must be a minimum of $100.
  • Are gift cards included in the sale?
    • No, gift cards and spa services are not eligible for the Anniversary Sale discount.
  • I have a store credit/gift certificate. Can I use it during the sale?
    • Yes, enter your code at checkout.
  • Are sale items eligible for returns?
    • Yes, all sale items, except for final sale less than retail perfect items, can be returned for store credit.

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 2:00 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 2:00 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, Sri Lanka and Turkey 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? 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.

      NOTE: Orders shipped outside the U.S. may 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 most international orders using the U.S. Postal Service. All orders sent to the UK and Canada are shipped via DHL.
  • 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.  To check the status of your package you may also contact our customer service line at 888-211-7560, just be sure to have your order number ready.
  • I can view my tracking information, but the status has not been updated.

    • We’re sorry that updated tracking information isn’t available, but rest assured your package is on its way! Shipping via USPS: Tracking information for orders shipped via USPS might not be updated at each checkpoint. U.S. orders can take anywhere from 3 - 9 business days to receive. For international orders it  can take anywhere from 5-21 days.
    • Shipping Internationally via DHL: You can find your tracking information via your DHL waybill. These international orders can take anywhere from 2-5 business days to arrive.
  • 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 know 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 types of payment do you accept?
    • We accept Mastercard, Visa, American Express and Discover.
  • How do I reset my password on my account?
    • Log into your account with your user name and password, and you will be able to change your password. If you forgot your password, click "Forgot your password?" in the login screen, and a new one will be sent to your email.
  • 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:


 

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, feel free to 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? We will get back to you 

 


 

For Skin Care Professionals:

  • Can I sell the Renée Rouleau products in my spa, clinic or store?
    • Unfortunately, our products are not available for reselling. 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.