Online Orders | FAQ

Yes, we ship to international destinations. If we can ship to your country, upon checkout you will be presented with a shipping option. All international orders are subject to customs fees. Natural Acne Clinic is not responsible for these fees.

Orders are typically processed and shipped within 3-5 business days. Confirm if all International orders are shipped UPS
Once your package has left our facility, the transit time varies, and depends on the shipping carriers. We cannot guarantee the delivery date once the package is in the hands of the carrier.

Very rarely do we have an item go on back order, however, if this were to happen we will notify you upon receipt of your order to let you know when it is expected to arrive.

Please Note: We only ship to countries that allow skincare and supplements through customs. Natural Acne Clinic is not responsible for any customs fees.

Please Note: We do not process, ship, or deliver orders on weekends or holidays.

Once your order has shipped, you will receive your tracking number via email.

If you do not receive this email in your inbox, please check your spam and promotional folders, and mark it as safe, so it will be rerouted to your inbox.

Please Note: We are a very small team; please check your inbox and spam/promotional folders before reaching out regarding your tracking number.

If your order shows delivered, but you did not receive it, please ask around to your front desk, neighbors, family members, and roommates if they have accepted the delivery. If you are still not able to locate your package, please contact us, by clicking on the Need Help Tab on the bottom right hand side of the page. Please include your full name, order number and email address.

If you live near the Wheat Ridge, Colorado area, you can visit our clinic to purchase products in person. Otherwise, all of our products are only available for order online.

There is a chance that customs charges may apply when your shipment crosses international borders. Natural Acne Clinic is not responsible for these charges.

We accept Visa, Mastercard, American Express, Paypal & HSA

Coupon codes vary in their use depending on the promotion they have been issued for. In most cases, they apply to all products except sale items, bundles, and consultations. Please reference the disclaimers of your discount code for other rules.

The two reasons your discounts may not work are because they have been entered incorrectly (commonly with an extra space at the beginning or end) or they have expired.

Our products are not eligible for FSA funds. We’re sorry about that! Additionally, we are unable to provide itemized receipts beyond your order confirmation. We recommend checking with your FSA provider for more information regarding eligible FSA products.

Your security and information is our top priority. Our website is as secure as possible. We use HTTPS – SSL Certificates, modern themes, and update our plugins in a timely manner.

You can update your shipping and billing information by logging into “My Account”.

Please Note: Your shipping address must be updated prior to your subscription order processing.

If you placed a single order then you can’t edit your order after you submit it. If you have used our subscribe and save feature, you’ll be able to edit your subscription products and quantity in the MY ACCOUNT >> MY SUBSCRIPTIONS section.

If you receive a wrong product or order, please submit a support ticket immediately to support@naturalacneclinic.com. Be sure to include the following information: order number, a photo of the products you received, a copy of your packing slip and a description of the discrepancy with your order.

Sealed, unopened products may be shipped back (at the expense of the customer) for a refund within 30 days of purchase.

Send returns to:
Natural Acne Clinic
4800 Dahlia St Unit D10
Denver, CO 80216

Returns cannot be made in person for products purchased from naturalacneclinic.com

Damaged or Missing Items

If your shipment contains damaged products or missing item(s), you must report this within 10 days of receiving the shipment by contacting orders@naturalacneclinic.com with a photograph of the damaged product/s, accompanying packing slip, and damaged packaging if applicable. (If notified beyond 10 days, no replacements will be given).

If your shipment contains damaged products or missing item(s), you must report this within 10 days of receiving the shipment by contacting orders@naturalacneclinic.com with a photograph of the damaged product/s, accompanying packing slip, and damaged packaging if applicable. (If notified beyond 10 days, no replacements will be given).

We want you to love the products you purchase, especially when trying them for the first time. That’s why we offer a 100% money-back guarantee within 30 days of purchase on your first order of any product. If you are ever unsatisfied with your initial purchase, please contact us to let us know how the product did not meet your expectations. We also offer a free 15-minute call with one of our Clear Skin Specialists if you have questions about your product or feel it is not working as anticipated.

Request Your Refund Here
Once your refund has been processed, please allow 3-10 business days to see this reflect back to your account.

To qualify for our Online Acne Program Money Back Guarantee*, the following conditions must be met to apply:

• Your custom Online Acne Program has been completed (minimum of 10 regimen changes)
• Check-ins were completed between 2-3 weeks and no check-ins were late
• Product usage as instructed by your Acne Specialist and regimens, including refills at the determined times
• Haircare and makeup were changed in weeks 1-2 of the program or before starting
• Diet was followed 95%
• Acne-Triggering birth control devices were removed, stopped or changed in weeks 1-2 of the program or prior to starting, and new Acne-Triggering forms of birth control are not introduced during the program
• Skincare and supplements other than what is provided by Natural Acne Clinic were stopped before starting the program
• No noticeable improvement was made in the reduction of active acne as indicated by your photos

At this time, we cannot honor the Money Back Guarantee if:

• You are pregnant during the program
• You are on an acne-triggering medication or supplement that cannot be discontinued
• You have an underlying health condition that would prevent you from getting fully clear

*Clients who enrolled in the program on or before August 13, 2024  are eligible for our money-back guarantee. This offer is no longer available for enrollments after this date.

We understand that plans can change, and we strive to accommodate our clients' scheduling needs to the best of our abilities. To ensure a smooth and efficient experience for both our clients and our team, we have established the following cancellation and rescheduling policy:

• Cancellation and Rescheduling Timeframe:
  Clients are welcome to cancel or reschedule their appointments at any time, provided it is done at least 48 hours in advance of their scheduled appointment time.
• Cancellation Fee:
  Any cancellation or rescheduling request made less than 48 hours before the appointment time will be subject to a cancellation fee of $55. This fee is necessary to compensate for the time and resources allocated for your appointment, which could have been made available to other clients.
• How to Cancel or Reschedule
  To cancel or reschedule your appointment, please contact us as soon as possible. You can reach us via phone or email, or use the rescheduling link in your OnceHub appointment confirmation email.

You don’t need an account to plan an order. Once you place your first order, an account will be created. To purchase our active products, you must be a graduate of our online acne program.

Try resetting your password by clicking on the Lost Password link. Please check spam/promotions if you don't receive your reset email in your inbox.  If you are still having issues, please submit a support ticket to support@naturalacneclinic.com.

To reset your password, click on the Lost Password link found on the My Account login page.

Please check your SPAM/PROMOTIONS as sometimes our emails get routed to these folders.

Click on the Need Help Tab, which is located on the bottom right corner of the page, to submit a support ticket.

To access your account visit, naturalacneclinic.com/my-account and log in with your username and password. If you do not know your password, please click “forgot password” to reset it.

If your subscription order has already been paid you cannot cancel that order, but you can cancel or modify future subscription orders.

Each product in our online store will allow you to choose the quantity and the frequency you would like to receive them. For example you can choose to receive Product A once a month, and Product B every 3rd month.

Absolutely, to edit your subscription you would log into your account, click on subscriptions and edit the subscription to the frequency you would like.

To cancel a subscription, log into your account, click on subscriptions and select cancel next to the subscription you would like to cancel. Your subscription will immediately be cancelled.

Please note: In order to cancel your subscription, it must have at least one paid renewal. Please review your account details or contact support if you need assistance.

You would simply choose the product you want to create a new subscription for and proceed with ordering it as a subscription item.

To purchase a one time product and not receive it as a subscription, you would add that item as a one-time purchase to your order. Only the items selected as subscribe and save would be included in the subscription.

You can remove products from your subscription, add new products or change the quantity of those products.

Please Note: If the subscription has already been auto charged, any changes will be reflected on the next order.

To add products to your order, you go to MY ACCOUNT >> MY SUBSCRIPTIONS and click the subscription you’d like to edit. Then click the ADD NEW PRODUCT button and find the product you’d like to add.

Once you add, you will receive an email notification confirming your revised subscription.

Please Note: Refresh the page if you don't see the product immediately after adding it.

No you don’t have the option of choosing a specific delivery day for your subscription. Once your order has been submitted, we will ship within 3-5 business days of receiving your order.

If you need to change your subscription date, please submit a ticket by clicking on the Need Help? tab located on the bottom right corner of your screen.

Go into MY ACCOUNT and choose MY SUBSCRIPTIONS. Click PAUSE and choose the date that you would like your subscription paused until. Once you choose your date and click save, it will take a moment for the subscription to update. Once you refresh your page, the subscription will show On Hold, and the option to start it again before the date you selected.

Please Note: You only have the option to place your order On Hold for one renewal cycle.

Membership Subscriptions: If you have a Clear for a Year or Clear for Life membership, pausing or cancelling the associated subscription will also pause/disable the membership.

You will receive an email notification 24 hours prior to being charged for your subscription.

You can update your Shipping or Billing information by logging into “My Account”.

Please Note: Your shipping address must be updated before your subscription order processes.

Your credit card will be charged on the date in which the subscription frequency falls.

Credit can be applied to the original order when you set up your subscription, but it cannot be used on future renewals of that subscription.

Product subscriptions will create an order for the product(s) you choose at the frequency you choose. Your preferred payment method will be automatically charged and your products will be shipped out to you.

If your subscription order has an item that is out of stock, we will notify you via email. Your card will still automatically be charged. You can choose to have us ship the item when it comes back in stock, or we can apply a credit to your account so that you may manually purchase the item when it comes back in stock. Future orders for that product will continue to be shipped when your subscription next renews unless canceled.

Your subscription date will renew on the same date you set it up for, either every month, every 2 months, or every 3 months.

Free shipping only applies to the first shipment on a subscribe and save order. If you have a Clear For A Year or Clear For Life membership, you will get free shipping on all orders.

All orders over $125 are eligible for free shipping.

International Orders do not qualify for free shipping.

Once you have cancelled or paused your subscription, you can restart it by clicking the START button when you manage your subscription.

You can add more messages to your plan by upgrading your plan. See the Upgrading plan steps below.

To Upgrade/Downgrade your plan, log into your account and follow these steps:

1. Click My Account at the top of the page
2. Select Subscriptions
3. Navigate to the appropriate subscription and click View
4. Click Upgrade or Downgrade
5. Select the desired option from the drop-down menu
6. Click switch subscription
7. This will add the new subscription to your cart

Rewards points are not eligible towards subscriptions or bundles, since there is already a discount added to these offers. If you have subscribe and save items added to your cart, your rewards points would not be eligible for this order.

Rewards points are eligible for single item purchases, only. If there are any items that are already discounted, and a single full cost item in your cart, it will not apply at the rewards points apply to the entire cart, and not single items.

The maximum amount of points you are able to apply for an order, with 4 or more products is $20 worth.

If you are purchasing a single item, the maximum amount you are able to apply is $5.

If you purchase two items, it's $10, and three items it's $15.

Your available rewards points are located on the payment page.

Rewards points will expire 90 days from the date of your order.

Go into MY ACCOUNT and choose MY SUBSCRIPTIONS. Click PAUSE and choose the date that you would like your subscription paused until. Once you choose your date and click save, it will take a moment for the subscription to update. Once you refresh your page, the subscription will show On Hold, and the option to start it again before the date you selected.

Please Note: You only have the option to place your order On Hold for one renewal cycle.

If you have a Clear for a Year or Clear for Life membership, pausing or cancelling the associated subscription will also pause/disable the membership.