Free U.S. Shipping on all orders $50 & Over

City Beauty®

Frequently Asked Questions

COLLAPSE ALL

COVID-19 Update

When will my order arrive?

Due to safety measures in place to protect our distribution center staff, we’re currently experiencing shipping delays. Please allow an additional 1-2 weeks for your order to process, with a transit time of 4-8 business days for domestic orders and between 14-28 business days for international orders. You’ll receive an email with your tracking information once your order has shipped. We thank you for understanding as we navigate through this difficult time, and hope to return to our regular shipping schedule soon.

Is there a limit on how much I can order?

At this time, there is no limit on how much you can order. In fact, our systems show people have been “stocking up” on their favorites. However, we can’t guarantee how much inventory we’ll have in the near future. So, if there’s something you’ve had your eye on, we recommend securing it now.

Why are some items out of stock?

We’ve recently experienced an unusually high number of orders. For this reason, certain items are currently out of stock. We’re working on getting these items back in stock ASAP, but there’s no guarantee on how long that will take. For this reason, we recommend securing your favorites while they are available.

How can I reach customer service?

Our call centers are experiencing high call volume at this time, which is why we’ve introduced a live chat feature on our website to better assist you. If you’re having difficulty reaching our agents by phone at 1-800-347-1558, please take advantage of the live chat or email us at [email protected].

What’s the best way to care for my skin during this time?

To maintain the results you’ve come to love and expect, we recommend staying consistent with your usual skincare routine. If you’re running low on your skincare essentials, make sure to stock up now to avoid backtracking on your progress. And because you may be getting less Vitamin D from spending more time at home, we recommend using antioxidant-rich skincare products like Blue Defense HydroGel, Line-Smoothing HydroMask, InvisiCrepe BodyBalm, and Illuminating Dark Spot Corrector to give your skin an extra boost of resilience.

Orders

How do I place an order?

To place an order, simply visit our website to browse and select the products you’d like to purchase. Alternatively, you can order over the phone by calling our Customer Service team at 1-800-347-1558.

Where can I order City Beauty® products?

City Beauty® products are sold on our website, citybeauty.com, our official Amazon store, and at select beauty supply retailers. We may occasionally run promotional offers on our social media channels. Authentic City Beauty® products are NOT sold on eBay, in salons, or by any third party not mentioned above. For your safety, please do not purchase City Beauty® labeled products from unauthorized resellers as the formulas and ingredients may not be genuine.

How do I know if my order has been confirmed?

Whether you order online or over the phone, you should receive a confirmation email with your order number and description of products purchased.

Why haven’t I received an order confirmation?

If you haven’t received an order confirmation, please check your spam and junk email folders first. If you still can’t find your order confirmation, please call our Customer Service team at 1-800-347-1558 to request a confirmation email. Please make sure you provide us with the correct email address.

How do I cancel or change my order?

To cancel or change an order, please call our Customer Service team as soon as possible at 1-800-347-1558. Please note, we’re unable to cancel or change orders already dispatched for delivery.

Do you have discounts or promo codes that I can use for my order?

Our City Insider newsletter is the best way to find out about our latest promotions. By signing up for our emails, you’ll be the first to know about new sales, coupons, and launches. Occasionally, we also offer limited-time sales featuring kits of our best-selling products. These bundles are a great way to stock up on multiple items at a great value.

Why is the product I want to order out of stock?

Our products are produced in small batches to preserve their quality and freshness. If your favorite product is sold out, please be patient while we obtain a brand-new batch. We may open a waitlist for high-demand products. If you’d like to know as soon as your favorite item is back in stock, please sign up for its waitlist.

Payment

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, and PayPal.

Why is my credit card not going through?

Please make sure you’ve entered the correct billing address associated with your credit card. Please also make sure there are no extra spaces preceding your card number, street number, or zipcode.

Why is there a duplicate transaction on my credit card?

In the case of a duplicate transaction, please contact our Customer Service team immediately. You can reach them by phone at 1-800-347-1558 or by email at [email protected].

How do I use a promotional code or coupon?

To use a promotional code or coupon, please enter the code in the designated box during checkout. Your cart total will update with the discounted price after you click ‘Apply.’ If your code doesn’t work: please make sure it has not expired, can be combined with other offers, and was entered correctly.

Can I use PayPal?

Yes! Please select PayPal as your payment option at checkout.

Product Questions

How are City Beauty® products developed?

City Beauty® is inspired by keeping our customer’s needs at the forefront throughout our entire formulation process. We start by building off of customer survey results and user group testing to ensure that each finished product looks, feels, and transforms exactly how we imagined. Each City Beauty® product seeks to fill the gaps in our customer’s skincare and beauty routines with cutting edge, thoroughly tested products that act as effective solutions to specific aging problems.

Are City Beauty® products clean?

We are proud to offer effective, research-driven beauty products with clean ingredients. Our formulas are free from parabens, mineral oil, phthalates, harsh fillers, and animal-tested ingredients. So, you can still get stunning results you can see and feel — without compromising your skin’s health.

Are your products suitable for sensitive skin types?

Yes! Our products are suitable for all skin types, including sensitive skin. In fact, many of our formulas contain premium skin-soothing and hydrating ingredients. However, if you have reactive or allergic skin, we always recommend doing a patch test on a small area of skin before trying any new cosmetic product.

Where can I find a full ingredient list?

Please visit the product page of the item you’re interested in, and click ‘+’ next to ‘Ingredients List’ to expand a comprehensive list view.

How do I find out more about the ingredients you use?

We believe ingredient knowledge is an important tool for improving your daily skincare routine. That’s why we aim to be totally transparent with the ingredients we use in our formulations. We develop products that use clean, research-driven ingredients from both natural and clinically-studied synthetic sources. To learn more, check out our ingredient glossary.

Are your products tested on animals?

Never. As a Leaping Bunny and PETA-certified brand, we are committed to remaining cruelty-free and will never test our products on animals. This policy extends to our ingredient suppliers.

In what order do I apply my skincare products?

A consistent skincare routine is essential for healthy, youthful-looking skin. And it’s just as important to use your products in the correct sequence. As a general rule, layer your products from thinnest to thickest consistency.

Shipping & Delivery

When will my order ship?

We know you can’t wait to start trying your new products and experiencing amazing results for yourself. That’s why our shipping department is operational 7 days a week. That way, your order leaves our facility within 48 hours. Transit usually takes 3-5 business days depending on what part of the country you’re in. (NOTE: Due to COVID-19, we are experiencing delays. Please see above for updates.)

How do I track my order?

You’ll receive a shipping notice email once your order has been dispatched for delivery — usually 2-7 business days after it’s been confirmed. Please refer to the shipping notice email to locate your tracking number.

Where is my order?

The best way to check the status of your delivery is to use the tracking number provided in your shipping notice email. You may also call our Customer Service team at 1-800-347-1558 to help track your order. Please note, international orders may take up to 21 business days to arrive, and may not reflect accurate delivery status if not marked by local shipping authorities.

I have a missing/damaged product in my order.

It’s our mission to provide you with only the best products. If your order contains missing/damaged items, please immediately contact our Customer Service team at 1-800-347-1558 or [email protected] and we’ll do our best to make it right for you.

Do you ship internationally?

We ship to the following countries outside of the US: Australia, Canada, Mexico, New Zealand, UK, United States Minor Outlying Islands, The Virgin Islands (British & US).

Please note, some countries impose additional import and duty fees. Please check with your local customs authority to determine whether you will be subject to additional fees. Further, all of our products are manufactured in compliance with United States law. It is solely your responsibility to ensure that any products you order will not conflict with the laws of your country.

Do you offer recurring shipments?

At this time, we offer recurring monthly shipments on select individual items. Recurring monthly shipments are guaranteed at a discounted price for as long as you choose to be enrolled. To begin automatic monthly shipments, simply select the ‘Autoship Monthly’ option for the product you’re interested in.

How can I cancel a recurring shipment?

You may cancel a recurring shipment at any time by contacting our Customer Service team at 1-800-347-1558 or [email protected].

Return & Exchanges

How can I return a product?

To make a return, please contact our Customer Service team at 1-800-347-1558 or [email protected]. They will help you get started with your return process. Please note that shipping fees are non-refundable and City Beauty® does not cover shipping costs for returns. We recommend using a shipping service with reliable tracking or shipping insurance as we cannot issue a refund to lost items. Thank you for understanding.

Do you offer exchanges?

Due to the limited quantity of certain items, we do not offer exchanges at this time. You are always welcome to return a product for a refund and repurchase a new product.

If your product is damaged, please contact our Customer Service team at 1-800-347-1558 or [email protected] so we can send you a replacement.

Do you offer a product guarantee?

We strive to provide you with the best possible experience. That’s why every order is backed by our 60-Day Satisfaction Guarantee. If you’re not satisfied with your product for any reason, please send it back within 60 days for a full refund of your purchase price — no questions asked!

To initiate a refund, please contact our Customer Service team at 1-800-347-1558 or [email protected].

Others

What is the City Insider program?

The City Insider program is our exclusive email newsletter that offers free beauty tips, discounts, early access opportunities, and many more perks straight to your inbox. You are automatically enrolled in City Insider when you make a purchase from City Beauty®. Alternatively, you may sign up for City Insider by subscribing to our newsletter via our website.

Do you send samples of your products?

Select orders are periodically eligible for free mini-sized products. Sign up for our newsletter to find out which minis we’re offering and when.

Do you offer Gift With Purchase and special offers?

Yes! We love rewarding our customers with bonus goodies. The best way to find out about special offers is to sign up for our newsletter.

Didn't find the answer you were looking for?
Contact us here and we'll do our best to help!

Updated Privacy Policy

We've revised our Privacy Policy pursuant to GDPR.
Please take a moment to review.