Shipping policy
Return & Refund Policy
Last updated: May 21, 2026
At FACE by Dr. Craft, our goal is for you to love every product you receive. If something isn't working for you, we want to help.
30-Day Return Window
If you are not completely satisfied with a product for any reason, contact us within 30 days of the purchase date and we'll work with you to resolve it. We may recommend a usage adjustment, a product exchange, or a return depending on the situation.
How to Start a Return
Email info@facecraftmd.com or call 602-899-6444 with your order number and the reason for the return. We'll respond within one business day with next steps and a return shipping address if applicable.
Refunds
Once we receive and inspect your returned product, we'll process your refund to the original payment method within 5–10 business days. You'll receive an email confirmation when the refund is issued. Original shipping charges are non-refundable except in cases of our error.
Exchanges
If you'd like to exchange a product for a different item, contact us and we'll arrange the exchange. Any price difference will be charged or refunded accordingly.
Non-Returnable Items
For hygiene reasons, the following items are not eligible for return once opened or used:
- LumiLip Plumping Treatment SPF 30
- LashRadiance Peptide Growth Serum
- Any product where the applicator contacts the skin or eye area directly
- Sale, clearance, or final-sale items (marked as such at purchase)
- Gift cards
Damaged or Defective Items
If your product arrives damaged or defective, contact us within 7 days of delivery with photos and your order number. We'll send a replacement at no cost or issue a full refund, including shipping.
Subscription Orders
Subscription cancellations and changes are governed by our Terms of Service. To cancel an upcoming shipment, the request must be made at least 48 hours before the next scheduled ship date.
Questions?
Email info@facecraftmd.com or call 602-899-6444. We're here Monday–Friday, 9:00 AM – 5:00 PM Arizona time.