Frequently Asked Questions
DOMESTIC SHIPPING & HANDLING
Q: How long will it take for my order to arrive?
A: Orders placed by 2PM ET are aimed to be dispatched within 1-2 business days. Once dispatched, you will receive an email containing your shipment's tracking information. Please note that we choose our delivery carrier based on current availability and optimal rates, ensuring you get the best service. Delivery time frames typically range between 2-8 business days, depending on your location.
Q: Will you ship to a PO Box?
A: At this time, our couriers are unable to ship to PO boxes.
INTERNATIONAL SHIPPING & HANDLING
Q: What is the transit time for international shipments?
A: The transit time for International Orders can vary significantly. There are three distinct aspects that will affect the time it takes for your order to be delivered.
1. Processing: This usually takes up to 5 days, and includes a variety of steps, ranging from the preparation of customs forms to packaging of your orders.
2. Delivery: This usually takes 7 to 10 days, starting with the moment your order is shipped and ending with delivery to the address you’ve provided. If all goes smoothly, your order should arrive within 12 to-15 business days.
3. Potential Delays: your country’s Customs Authority has the right to hold your package for any reason, for up to 30 days. Should this delay occur, PAT McGRATH LABS does not have the authority or ability to make changes to or expedite your order. Please contact your customs authority for more information.
Q: Who is responsible for international customs fees?
A: International customs fees vary by country and will be determined at checkout. Please note that we are unable to fulfill any request to declare your package for any value other than the total value paid at check out.
Q: Where does PAT McGRATH LABS ship to?
A: We ship across the US and to most countries internationally.
We are currently unable to ship to:
Angola, Algeria, Argentina, Burkina Faso, Burundi, Central African Republic, Chad, Chile, The Democratic Republic of the Congo, Côte d'Ivoire, Equatorial Guinea, Gabon, Gambia, Islamic Republic of Iran, Democratic People's Republic of Korea, Liberia, Malaysia, Mali, Mayotte, Mexico, Myanmar, Niger, Peru, Rwanda, Saint Helena, Saint Pierre and Miquelon, Sierra Leone, Somalia, Syria, Togo, Tokelau, Turkey, Uganda, Uruguay, Venezuela, Vietnam and Yemen.
RETURNS & EXCHANGES
Q: What is your return policy?
A: The PAT McGRATH LABS return & exchange policy allows up to 30 days to return for a full refund or exchange on unused products. Exclusions apply.
We will initiate your refund once the return order is received and processed at our warehouse in 3-5 business days. If you are exchanging, your product will be dispatched once it is exchanged at a UPS facility.
If returning or exchanging a product kit, please return all products included in the kit, as partial kits are not eligible for returns. Any questions, please reach out to Customer Care.
DOMESTIC RETURNS & EXCHANGES
Please click here and follow the instructions on how to return or exchange your order.
Please click here and follow the instructions on how to return your order. Kindly note that all return postage and fees are the responsibility of the customer.
TIKTOK SHOP RETURNS
Please visit the TikTok App to manage all orders placed through the TikTok Shop.
DISCOUNTS, OFFERS, PROMOTIONS & EXCLUSIONS
Q: Are there any exclusions from offers or promotions?
A: Please note that offers at PATMcGRATH.COM are subject to change or cancellation without notice. One offer per person. One offer or offer code per order; offer may not be used in combination with any other offer or discount. Quantities are limited and any offer is subject to availability while supplies last. No rain checks if merchandise goes out of stock. Offers are available to U.S. residents only.
Applicable purchase amount does not include the following: the purchase of e-Gift Cards, gift sets, sales tax, shipping and handling fees. Items noted as ineligible, items that are out of stock at the time of purchase, pending purchases or purchases made prior to the start of the offer or after the offer ends.
Select products are excluded from sales, discounts, and promotions including, but not limited to brand collaborations including PAT McGRATH LABS X BRIDGERTON, E-Gift Cards, minis, travel-size products, seasonal, holiday and custom gift sets, Xclusiv Offers or other sale items.
All purchases are subject to bank authorization card processing. Only authorised purchases will be processed and shipped. Offers cannot be applied to previously placed orders.
We reserve the right to cancel any order due to unauthorised, altered, or ineligible use of offer and to modify or cancel any promotion due to system error or unforeseen problems.
Complimentary Items: we reserve the right to substitute any complimentary item offered with an item of equal or greater value. We reserve the right to substitute any discount offer with an offer or item of equal or greater value. Complimentary items are not eligible for returns or exchanges.
Gift With Purchase: these not eligible for returns or exchanges. Other restrictions or exclusions may apply.
Q: How do I apply a promo code during checkout?
A: You can apply your promo code when you enter “CHECKOUT.”
1. Type your promo code into the box with “Gift card or discount code.”
2. Click “Apply.”
3. The offer will be applied in the merchandise window and the discount will be reflected in the merchandise total.
Q: What if I'm having trouble applying a promo code to my order?
A. We're sorry for any trouble you may have experienced during checkout regarding promotional offers. Reasons for your promo code not working may include: requirements not met for the special offer, other exclusions that apply or offer expiration.
If you continue to have trouble applying a promo code, please contact us by chat or email us at firstname.lastname@example.org assistance. We’re here to help!
Q: Does PAT McGRATH LABS offer a professional discount?
A: Due to limited quantities, PAT McGRATH LABS does not offer professional discounts at this time.
Q: Can I update my order after it's been placed?
A: Once an order is submitted and confirmed, changes cannot be made. Please be sure to verify all pertinent information before finalising your order. PAT McGRATH LABS fulfills orders at a rapid pace, and once an order has been submitted and confirmed, it is not possible to revise or cancel it. Kindly email email@example.com and we will be happy to assist with the return process once you’ve received the order. During launches and major site promotions, allow additional processing times for orders and returns.
Q: What forms of payment do you accept?
A: Visa, MasterCard, American Express, JCB, Discover, Diners Club and PayPal.
Q: Are PAT McGRATH LABS products cruelty-free?
A: PAT McGRATH LABS does not test our products or ingredients on animals.
Q: Where can I find more information about your products?
A: Contact firstname.lastname@example.org for more information about each product.
Q: What are the terms & conditions of PAT McGRATH LABS E-Gift Cards?
1. GENERAL TERMS
These terms and conditions apply to PAT McGRATH LABS E-Gift Cards (“E-Gift Cards”) purchased at PATMcGRATH.COM. By purchasing, using or accepting E-Gift Cards, you accept these terms and conditions (“Terms and Conditions”). PAT McGRATH LABS reserves the right to interpret, modify, change or terminate the Terms and Conditions without notice, from time to time at our sole discretion. The most recent Terms and Conditions will always be posted at PATMcGRATH.COM. E-Gift Cards are not refundable or redeemable for cash except as required by law. Void where prohibited or restricted by law.
E-Gift Cards may be used at PATMcGRATH.COM only. You can use the E-Gift Cards to pay for the full value or part of the value of your selected item(s).
E-Gift Cards may only be purchased and redeemed by residents of the United States. No service fees or expiration dates apply to E-Gift Cards. We reserve the right to require additional verification of your identity, E-Gift Card or account ownership, or provision of an additional payment instrument, before you are able to apply an E-Gift Card to your account or to a purchase.
If you purchase an E-Gift Card, it will be sent to the recipient’s email address immediately after the purchase is completed or the delivery date you selected. You are obligated to provide a correct email address for delivery of the E-Gift Card. PAT McGRATH LABS is not responsible for E-Gift Cards that are undeliverable or not received due to your failure to correctly enter the recipient’s email address. Please check to make sure the email address of the recipient is correct.
Sometimes a recipient's email address is correct, but he or she does not access the E-Gift Card within a reasonable period after the requested delivery date. The following is a list of the most common reasons why this may occur:
Spam filter blocked email or routed it to a bulk/spam folderRecipient's firewall blocked the emailEmail inbox is over size limitExceeds email inbox size limit
E-Gift Cards can be used as payment for purchases made online at PATMcGRATH.COM only. E-Gift Cards cannot be used as payment in retail stores. E-Gift Cards cannot be exchanged or redeemed for cash, except as required by law. Refunds for returned items purchased with a PAT McGRATH LABS E-Gift Card will be credited to the original payment method.
Each purchase of an E-Gift Card is limited to a maximum value of $250. The minimum value for E-Gift Cards is $25. E-Gift Cards can be used until the balance of the card is zero. If the balance of the card is zero for three months, the E-Gift Card is invalid and cannot be activated or used again.
E-Gift Cards may not be resold in any manner whatsoever. PAT McGRATH LABS reserves the right, without notice to you, to void E-Gift Cards without a refund, suspend or terminate customer accounts, suspend or terminate the ability to use our services, cancel or limit orders, and bill alternative forms of payment if we suspect that an E-Gift Card is obtained, used, or applied to an PATMcGRATH.COM account fraudulently, unlawfully or otherwise in violation of these Terms and Conditions.
5. EXPIRATION AND SERVICE FEES
E-Gift Cards have no expiration date or service fees.
6. VIEW YOUR BALANCE
To view your E-Gift Card balance, visit https://www.patmcgrath.com/pages/e-gift-card
You may not return or cancel your E-Gift Card after it is received. Purchasers who wish to cancel an order for an E-Gift Card may do so prior to the delivery date selected during the order process by contacting email@example.com.
Promotional offers and discounts may not be applied to the purchase of E-Gift Cards, and purchases of E-Gift Cards will not be used to satisfy promotional thresholds. E-Gift Cards may not be used towards the purchase of E-Gift Cards.
9. RISK OF LOSS
Ownership and risk of loss with respect to E-Gift Cards passes to the purchaser once we send an email notification to the recipient.
10. CUSTOMER SERVICE
If you need assistance of any kind concerning the purchase, ownership or use of an E-Gift Card, please contact firstname.lastname@example.org. Please be ready to provide your order number or email address.
Any dispute or claim relating in any way to E-Gift Cards will be resolved by binding arbitration, rather than in court, except that you may assert claims in small claims court if your claims qualify. The U.S. Federal Arbitration Act and U.S. federal arbitration law apply to this agreement.
There is no judge or jury in arbitration, and court review of an arbitration award is limited. However, an arbitrator can award on an individual basis the same damages and relief as a court (including injunctive and declaratory relief or statutory damages), and must follow these terms and conditions as a court would.
To begin an arbitration proceeding, you must send a letter requesting arbitration and describing your claim to our registered agent. The arbitration will be conducted by the American Arbitration Association ("AAA") under its rules, including the AAA's Supplementary Procedures for Consumer-Related Disputes. The AAA's rules are available at www.adr.org or by calling 1-800-778-7879. Payment of all filing, administration and arbitrator fees will be governed by the AAA's rules. You may choose to have the arbitration conducted by telephone, based on written submissions, or in person at a mutually agreed location.
WE AND YOU AGREE THAT ANY DISPUTE RESOLUTION PROCEEDINGS WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED OR REPRESENTATIVE ACTION. If for any reason a claim proceeds in court rather than in arbitration we each waive any right to a jury trial. We and you also agree that you or we may bring suit in court to enjoin infringement or other misuse of intellectual property rights.
12. ADDITIONAL TERMS
You agree that the laws of the State of New York, without regard to principles of conflict of laws, will govern these Terms and Conditions and any dispute that may arise between you and PAT McGRATH LABS. All Terms and Conditions are applicable to the extent permitted by law. If any of these terms and conditions are deemed invalid, void or for any reason unenforceable, that unenforceable term will be deemed severable and will not affect the validity and enforceability of any remaining terms and conditions.
SUBSCRIBE & SAVE
Q: What is Subscribe & Save?
A: Subscribe & Save is the most convenient way for you to get the products you want to be delivered to you on a regular schedule. We automatically send your favourite products based on your chosen frequency. The service is easy to use and customisable, so you can make changes online whenever you need. Just tell us how often you want your products, and we'll take it from there. You will receive 10% off with Subscribe & Save orders.
You always have complete control over your Subscribe & Save orders and we send an email reminder 10 days before each order ships. You can change your delivery frequency, next order date, or quantity anytime by visiting Subscribe & Save located within your account. Changes to orders can be made any time within 24 hours of the next scheduled shipment date and you can cancel at any time.
Q: How do I join?
A: Joining Subscribe & Save is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To subscribe, simply select the Subscribe & Save option for your desired product, select your preferred shipment frequency, and then check out as normal.
Q: What will happen after I join?
A: After you join Subscribe & Save, you will receive an email confirming your subscription. This email will include a link to access the Subscribe & Save section in your account where you can manage your future orders, Subscribe & Save items, and account information.
We will place your Subscribe & Save orders automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 10 days before each Subscribe & Save order. You will also receive email notifications regarding other important information related to your Subscribe & Save account, including when your item is discontinued or out of stock, if you cancel your subscription, and confirmation when an order is placed successfully.
Q: How do I make changes to my order?
A: Once you’ve joined, Subscribe & Save is easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the Subscribe & Save section in your account.
Please allow up to 24 hours for modifications or cancellations to be processed.
Q: How do I change my order date?
A: To change your next order date, please visit the Subscribe & Save tab within the My Account section and click the ‘Change Date’ button to the right of the next order date then select a new date for your order. This will change the order date for the entire order and your next order will be the subscription frequency from the new order date.
If a Subscribe & Save order contains multiple items and you would only like to change the order date of a single item, please visit Subscribe & Save in the Account section and select 'Pause'. When the calendar pops up, change the date you would like to have an order for those items to be placed.
Q: How do I skip a delivery?
A: To skip a subscription order, visit the Subscribe & Save section within the Account section and click the ‘Skip Delivery’ button to the right of the upcoming order date.
Q: How do I change shipment frequency?
A: To modify the delivery frequency for a subscription item, please visit the Subscribe & Save section within the Account section. To change the delivery frequency for an individual subscription item, simply click the frequency dropdown next to the subscription item you would like to modify and select your next desired frequency from the dropdown menu.
Q: How do I cancel my subscription?
A: To cancel a subscription item, please visit theSubscribe & Save section within the Account section and simply click the cancel subscription link to the right of the subscription details. You’ll be prompted to confirm this action and indicate your reason for canceling. Once you’ve selected a cancel reason and clicked the ‘Cancel Subscription’ button, your subscription will be canceled and no future orders will be placed. You will receive an email notification confirming this action.
Please allow up to 24 hours for any modifications or cancellations to be processed.
Q: How do I make changes to my account information?
A: To review or modify your Subscribe & Save account information, visit Subscribe & Save located within the Account section. You can change your shipping address for an individual order or at the subscription item level, which is the default option and will affect all future orders.
To change your shipping address for an order, please visit the Subscribe & Save within the Account section and click the ‘Edit’ link located directly under the current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all subscriptions and future orders unless otherwise noted.
Please remember to press OK and verify that your updated information has been saved successfully. We kindly ask that you allow up to 24 hours for modifications or cancellations to be processed.
Q: How do I view my future deliveries?
A: You can view your future orders by visiting the Subscribe & Save tab within the Account section. All orders are displayed on this page and are split out by date.
Q: How do I combine items to be in the same order?
A: Subscribe & Save items that have the same order date, shipping address, billing address, and payment method will ship as one order.
If you have more than one Subscribe & Save item and want the items to ship in the same order, simply visit the Subscribe & Save tab in the Account section and change the next order dates to be the same. If they do not combine, confirm the orders are going to the same shipping address and have the same billing address and payment method.
Q: Can I add items to my next order with an existing subscription?
A: Yes! To do so, you must be logged into your account. Visit the item’s page you wish to add to your order and find the ‘Add To Next Auto Delivery’ button. When you click this button, you will have the option to add the item as one time only or as a subscription.
Q: What types of payment are accepted?
A: All Subscribe & Save subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal or E-Gift Cards, cannot be accepted.
Q: Can I update my shipping address and/or payment method?
A: Sure, just log into your account and update your profile. If you already placed an order and need to change your shipping address please contact Customer Care.