After placing your order online, you will receive a confirmation email within 24-48 hours. If you do not receive the email confirmation within 24-48 hours please call 1-888-326-0783(English), 1-888-326-0773(Japanese) M-F 8:00am-5:00pm PST to speak with one of our customer service representatives.

FANCL accepts the following forms of payment:

• Visa
• MasterCard
• American Express
• JCB
• Discover

If you'd like to place your order by phone, please call below.
English: 1-888-326-0783, Japanese: 1-888-326-0773 M-F 8:00am-5:00pm PST.

To check the status of your order, log on to My Account via the FANCL website or call our customer service line.

English:1-888-326-0783
Japanese:1-888-326-0773
Outside US:1-949-476-8167
Business hours: M-F 8:00am-5:00pm PST

If you placed your order online before 8:00 AM PST and would like to change or cancel it, you can do so by calling Customer Service at 1-888-326-0783 by 11:00 AM PST the same business day (or the next business day, in the event of an order placed on the weekend). After that deadline, your order will be sent to our warehouse facility, at which time we cannot recall it. We also may not be able to make any change to a delivery address once an order has been shipped out of our warehouse. Please contact Customer Service with any questions.

Applicable tax will apply to the addresses shipped to California.

Please note that unless otherwise stated, only one promo code can be used per order and cannot be combined with any other offers. All promo codes exclude Kits, Gift Certificates or Regimen Sets.

We reserve the right to cancel any order for any reason and to refuse bulk orders. If we do so we will contact you and refund any charges that have been incurred.

We may cancel any order if your billing address and shipping address do not match your card holder information. When an order is placed with a discrepancy between the billing and the shipping addresses, or with a billing address outside the US, or the order is above a certain value, we will manually review and cancel them, if necessary. In some cases, we request additional documentation of the billing address on the order in question to make sure that the order has been placed by the account holder.

We may also ask our customers to fill out a Credit Card Authorization Form as an extra security measure. When we need to verify a purchase, we will send an Authorization form via e-mail or alternatively you may download it HERE.

Please note the authorization form and all the necessary documents must be faxed to us before we can process or ship any order.

To protect our customers and FANCL International, Inc. from credit card fraud, we must take extra security measures. We appreciate your understanding. If you have any questions regarding verifying purchases, please call FANCL Customer Service Line:

English: 1-888-326-0783
Japanese: 1-888-326-0773
Business hours: M-F 8:00AM - 5:00PM PST

Please see our Terms and Conditions page for further information.

We offer UPS shipping to the contiguous 48 states and USPS to Alaska, Hawaii, military address, and PO Boxes.

Free shipping for customers in 50 U.S states for orders over $35.00, and $5.00 S&H for orders under $35.00. Packages over 5 pounds may require additional shipping charge.

The qualifying order total is calculated after all promotional discounts are taken.
International orders do not qualify for free shipping.
For international shipments, please read International Shipping Policy below.

Please allow 1 business day for order processing. Additionally, UPS does not deliver on Saturdays and Sundays. (Please note, orders received during the promotional period may take 2_3 days to process depending on the volume of orders we receive. Thank you for your understanding.)

Please note: Orders are not processed on weekends or major holidays.

Shipping to the contiguous 48 states
Shipments to the contiguous 48 states are shipped via UPS GROUND and it may take from 5 to 7 business days (excluding 1-2 business days processing time) after placing an order depending upon your geographic location.
*It may take longer during the promotional period or holiday season.

P.O Box and military address
Shipments to P.O. boxes, Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands and APO/FPO addresses are shipped via USPS Priority/First class Mail.

Weekend Delivery
There is no weekend delivery by UPS. 

Shipping to Alaska and Hawaii
Shipment to Alaska and Hawaii are shipped via USPS Priority Mail and it may require an additional 2-3 days. Free shipping for orders over $35.00, and $5.00 S&H for orders under $35.00, if your package weight is less than 2 lbs. There may be an additional shipping charge, if your package weights more than 2 lbs, regardless of your order amount.

Failure to claim package
Customers are responsible for all costs involved in re-shipping goods when a submitted address is incorrect or incomplete or if you were absent when deliveries are made & failed to make re-delivery arrangements with UPS or USPS.
Orders that are refused, returned to sender or never claimed from the carriers will be subject to a 20% re-stocking fee. If you would like to have it re-shipped, $3.00 of re-shipping fee will be charged on the original credit card that was used for your order. Always make sure to include the complete street address in the address field--including apartment number, business name, etc.

Intercept delivery
Any shipping address changes including adding a suit#, apt# or company name that you may request after we ship out your package, there will be $15.00 service fee charged. With this service fee, we will contact UPS to reroute your package to any new location or have it sent back to us even if it's still in transit. To avoid this charge, please review your shipping address carefully before pressing the submit button.

Special instruction for delivery

Some customers request to add "special instruction" on delivery. While we can optionally place a little sticker with your request on your packages, there is NO GUARANTEE if the UPS or USPS carrier will follow the memo. We are not responsible for packages that are returned to us even if the memo was not honored.

We ship all orders by UPS Ground to 48 states with no added-services.
Some UPS drivers in some areas leave the packages at the front door, in the backyard etc on the 1st delivery attempt if the receiver is not available to sign for the package. If you would like us to add the additional service of delivery confirmation, we can request a Signature Confirmation for $3.00 additional fee.

Please note that international orders do not qualify for free shipping. All prices are in USD

ALL SALES ARE FINAL
Unfortunately we are unable to accept exchange or return of orders shipped to International locations. Please note 30-day return policy only applies to domestic orders only.

Placing an order
If you are ready to order, please go ahead and place an order. The shipping fee will show TBD at the checkout; The shopping cart does not have the capabilities of calculating shipping costs for countries outside the U.S.A. therefore the shipping calculation for each country must be done on an individual basis. You will NOT be charged for your order when you submit your order.

Shipping & Handling fee
You will receive an additional e-mail from Order Desk after receiving an order confirmation e-mail regarding your Shipping & Handling fee determined by the actual weight of your package. (Not by the total purchase price). Please click HERE to estimate shipping rates only.
*Everything over a pound is rounded up to the next number. Example: 1.05 lbs. = 2 lbs. etc.
*S&H fee we send you does NOT include your customs. You are responsible for any government charges before your local post office can deliver your package.

Charge
Upon your approval, the additional S&H fee will be added to the total price of your order, and that's when we charge your credit card. It’ll be ready to be shipped out by USPS Express Mail. Please note all international orders must be paid with a credit card. We will not take any check for international orders. All prices are in USD
*Your credit card will not be charged until you accept the S&H fee

Delivery
The delivery time varies depending on the destination. It usually takes average of 5-14 business days once the package is dispatched from our warehouse; however, sometimes it takes longer if your local custom office requires additional investigation on your orders. Please keep the tracking number we send you when your packages are dispatched from our warehouse and track the delivery process until you successfully receive your order.
Your local post office will NOT release your package unless all the government fee (duties) are paid in full.

Tax/Customs
All customs and import duties are applied when your shipment reaches your country. We have no control over these charges and no way to estimate what they will be. Therefore, these charges are the responsibility of the customer. Please contact your country's Customs office for details on how charges are applied in your country. We are required by law to declare full value of the purchased price and cannot mark a package as “gift". Thank you for your understanding.

Delivery Receipt Failure
Your postal service generally will make several delivery attempts, and a notice is left if nobody is available to sign for the package. The POST OFFICE will hold your package for a few days only. If you fail to claim it, it will be returned to us, marked unclaimed. Packages refused at the time of delivery will not be refunded. If a parcel is returned because of non payment of duty tax or unclaimed, the credit back to the credit card will be minus the: SHIPPING/HANDLING CHARGE AND MINUS A 20% RESTOCKING FEE. Please note S&H fee is non-refundable, no exception. If you would like us to re-ship your package that’s returned to us, you will be responsible for any additional re-shipping&handling fee.
*Please note we have no control over the package once it arrives in your country. Please contact your local post office to locate your package.

REGIONS WE ARE SERVING
Currently we are only shipping to North America, Europe and Australia for international orders. We may decline orders from the other areas due to the exporting regulations. We apologize for any inconvenience. We try our best to fulfill our customers’ requests to send their packages to their countries; however, for some countries, often packages containing supplement or food items are refused at the customs and returned back to us.

We DO NOT ship to Asian region such as China, Singapore, Taiwan, Japan. Please go to the appropriate FANCL websites:
FANCL Singapore (http://www.fancl-sg.com)
FANCL Taiwan (http://www.fancl-tw.com)
FANCL Hong Kong (http://www.fancl-hk.com)
FANCL China (www.fancl.com.cn)
FANCL Japan (http://www.fancl.co.jp)

*NOTE*
Please check your registered e-mail often until your transaction is complete. We contact you via e-mail regarding Shipping & Handling fee, credit card transaction problem(if any), and confirmation of address etc. WE DO NOT CALL your home/cell/local carrier to arrange shipment. Once your package is mailed in, you will be able to check the status of your package at usps tracking system USPS Track & Confirm with the tracking number given. Please contact your local postal office to track your package once it’s outside of the United States. It may take more than 5 days for the package to arrive to you if your local custom office holds your package for further inspection. We suggest you keep track of your package online until you receive it. We would appreciate your understanding.
All international orders require hand written paper work for each parcel shipped to another country. Customs and other forms must be filled out this takes time and is done on rotation. We appreciate your patience.

Once your order has been shipped, we will update the status in the My Account section of the FANCL website. If sent via UPS, this will include a tracking number and link to the UPS website so that you can obtain up-to-date tracking information. You will also receive a Shipment Confirmation email with tracking information.

Customers are responsible for all costs involved in re-shipping goods when a submitted address is incorrect or incomplete, or if the delivery was unable to be completed due to the customer’s absence.  If your order is being returned due to insufficient address, you will need to e-mail us an updated address. Once your package arrives back to us, we will reach out to the customer for an additional reshipment fee. If a refund is requested please note that the original shipping fees are non-refundable and a refund for the merchandise is only issued once the packages is returned to our facility.  Please ensure you enter the correct shipping address. Please note we have no control over packages that are delivered to incorrectly entered delivery addresses and we cannot be held responsible for them.

Orders that are refused, returned to sender or never claimed from the carrier will be subject to a 20% restocking fee, and will incur a charge to be reshipped, varying depending on the recipient’s location. In the event UPS is unable to leave your package at your shipment destination, they will make three attempts to deliver before returning it to sender. For any problems related to the delivery of your order, please contact Customer Service at 1-888-326-0783 (English), 1-888-326-0773(Japanese) M-F 8:00am-5:00pm PST.

Intercept delivery
Any shipping address changes including adding a suit#, apt# or company name that you may request after we ship out your package, there will be $15.00 service fee charged. With this service fee, we will contact UPS to reroute your package to any new location or have it sent back to us even if it's still in transit. To avoid this charge, please review your shipping address carefully before pressing the submit button.

Shipping to forwarding services
We are not responsible for shipments sent to forwarding services or companies regardless of shipping service selected. If you place an order and your shipping address is a forwarding address you are responsible for contacting the company to locate your shipment. If fraudelent activity is suspected orders requesting to ship to forwarding companies may be limited or cancelled.

UPS Access Point
UPS may redirect your packages to a nearby Access Point if you are not home at the time of delivery. Please note we do not have an option of opting in or out of having their customers' pacakges delivered to an access point. We are all opted in automatically and we can't request to not have packages sent to an access point. Once package is delivered to an access point, we are unable to have the package redelivered via UPS. The package must be collected at the access point by the customer. We will not be able to issue a refund for a package that is delivered and confirmed picked up at an access point. Please call UPS directly to resolve any issue related to Access Point deliveries.

After receiving your order, if you are not completely satisfied, simply return the product(s) within 30 days of receipt for a full refund or exchange. You may direct any questions about your return or exchange to custsvc@fancl.com.

Returns
Please notify Customer Service at custsvc@fancl.com, and mail the invoice and the item(s) being returned, via insured USPS, UPS, or FedEx to the address below. Any items received free with purchase through a promotion must also be returned along with qualifying purchased items.

FANCL reserves the right on bulk purchases of merchandise (for other than individual personal consumption by the purchaser) to refuse and/or limit returns, refunds and/or credits due to the sensitive nature of our products.

Sale items sales are final and no exchange or return is accepted.

Exchanges
Complete the Return Request List included with your order, and mail it, along with the invoice and the item(s) being returned, via insured USPS, UPS, or FedEx to the address below. Specify on the Return Request List the item(s) you wish to receive in exchange. If you have an exchange for the same dollar amount as the original purchase, FANCL will ship the exchanged item(s) upon receipt of the return. If you wish to exchange an item for an item of a different value, FANCL will issue a refund for the returned item and a charge for the new item.

FANCL Returns
14450 Myford Road
Irvine, CA 92606

Please obtain a tracking number for the return shipment and email it, along with your order number, to custsvc@fancl.com. FANCL cannot provide a refund or exchange for returns without a tracking number that are lost in shipment. The original shipping charges, as well as any shipping and handling charges related to your return or exchange, are not refundable, except in the case of a defective product being exchanged for a replacement.

Please note: It may cause a delay if any of the following are missing:

• The product(s) being returned
• Free promotional items (if any)
• Completed Return Request List and reason for return
• Copy of invoice

Issuing your refund
A refund will be issued to you in the original form of payment within 14 business days of receiving the returned item at our warehouse.

Any promotional deduction you received on your original purchase will be recalculated when the merchandise is returned or exchanged.
We will not be able to issue a refund if any items received free with purchase through a promotion are not returned along with purchased items.
Final sale items cannot be returned for refund or exchange.
Issuing a refund may not be accepted or delayed if your returned item(s) are not eligible for refund.

We want you to order with confidence, so we guarantee your satisfaction. After receiving your order, if you are not completely satisfied, simply return the product(s) within 30 days of receipt for a full refund or exchange. Please ship the product(s) via insured parcel post, UPS, or FedEx with the invoice and reason for return (to help us improve our quality and service) to:

FANCL International, Inc
Customer Service
14450 Myford Road
Irvine, CA 92606

Please note:

Shipping charges related to your return are not refundable.
Product exchanges/returns will be processed and mailed within two weeks. Please allow two billing cycles for refunds to appear on your credit card statement.
Items received free with purchase through a promotion must be returned along with qualifying purchased items.
Please obtain a tracking number for the return shipment and email it, along with your order number, to custsvc@fancl.com. FANCL cannot provide a refund for returns without a tracking number that are lost in shipment. If you have any questions, please contact Customer Service at 1-888-326-0783 (domestic) or 1-949-476-8167(outside US).

*FANCL reserves the right on bulk purchases of merchandise (for other than individual personal consumption by the purchaser) to refuse and/or limit returns, refunds and/or credits due to the sensitive nature of our products.

1. Contact us
Please contact Customer Service by e-mail to custsvc@fancl.com or by phone at 1-888-326-0783 (English), 1-888-326-0773(Japanese) M-F 8:00am-5:00pm PST to claim your return.
*If we receive your return/exchange item(s) without any invoice or prior contact to Customer Service, we may not be able to process your return/exchange procedure.

2. Prepare your return
A copy of the Invoice (Please indicate the reason for return)

3. Packing
Please pack the unwanted item(s) in a box and seal securely with tape.

4. Shipping
Please send your package via a prepaid, insured, traceable method to the appropriate address below.
* FANCL International, Inc. will not be able to issue a refund for a missing/lost return package.

FANCL International, Inc
Customer Service
14450 Myford Road
Irvine, CA 92606

When logging in to My Account, click on "Forgot your password?" This will take you to a page that asks you for your email address. Your password will then be sent to you via email.

To change your password or update your information, log in to My Account and click on the Account Edit section. This will allow you to update all of your personal information.

FANCL is dedicated to providing you with a superior level of customer service.
Email custsvc@fancl.com

Phone
English 1-888-326-0783
Japanese 1-888-326-0773
Outside US 1-949-476-8167
Business hours M-F 8:00am-5:00pm PST

• Although our customer representatives do their best to give prompt responses to your inquiry, it may take up to few days to several weeks depending on the type of the inquiry.
• E-mail inquiries with no subject line are often detected as spam and discarded by computer. Please remember to write a subject before sending.
• If you are inquiring products purchased at FANCL store in Asia region, please refer to the following web sites for further assistance.

FANCL Singapore (www.fancl-sg.com)
FANCL Taiwan (www.fancl-tw.com)
FANCL Hong Kong (www.fancl-hk.com)
FANCL China (www.fancl.com.cn)
FANCL Japan (www.fancl.co.jp)

Unfortunately there are several products that are not available for purchase in the United States. We are unable to import them from Japan due to the strict FDA regulations.

Unfortunately we do not have FANCL shop/house within the United States. Please shop on our website and remember, we offer FREE SHIPPING to orders over $35 to contiguous 50 states!
*Free shipping does not apply to any international order.

We truly appreciate your love for FANCL products and we are honored that you would like to resale our products to spread the love. However, resale of FANCL products is strictly prohibited without our authorization. It includes selling our products in your store, selling them online or exporting them to other countries.

You can safely enter your entire credit card number via our secure server, which encrypts all submitted information. And further, your credit card number is never displayed on the site or in emails. For added security, you are required to enter your credit card number again with each order via our secure server.

That's no problem at all. Simply call us and place your credit card order with one of our representatives.

FANCL Customer Service Line:
English:1-888-326-0783,
Japanese:1-888-326-0773
Business hours: M-F 8:00am-5:00pm PST

As outlined in our Privacy statement, FANCL will never sell, exchange, or release any of your individual personal information to a third party without your express permission.