Please check the FAQ below for answers to commonly asked questions. Need more help?
How do I track my order?
Please allow 1-2 days for processing and check your email to find tracking information for your package. As soon as your order is fulfilled, we will send an email with your tracking information.
It may take up to 2 days for the carrier to update the tracking information.
If your tracking number isn’t updating, please email us at email@example.com
Where do you ship?
We only ship in the United States.
Do you ship internationally?
At this time, we do not ship internationally. If you have a special request, please email us at firstname.lastname@example.org
How long will it take to ship to Alaska, Hawaii and Puerto Rico?
You might experience a few extra days in shipping timelines. Shipping to these states can take between 11-15 business days.
How do I make changes to my shipping address?
Email email@example.com with your new address as soon as possible. If your order has not been fulfilled, we can change the address. If the order has already been fulfilled, you can call USPS and request a change of address or return the item once you have received it.
What is your return policy?
We will gladly accept returns of unopened items within 30 days for a full refund on the product price. Please email us at firstname.lastname@example.org if you would like to request a return. We will process your return payment once we receive the returned items.
When will my return be processed?
Your return will be processed as soon as we receive your returned package. Your refund will be initited within 1 business day of the request. It may take up to 10 days for the refund to be reflected in your account.
How long will it take to process a return and receive my refund?
Your refund will be initiated within 1 business day of the request. It may take up to 10 days for the refund to be reflected in your account.
What is your exchange policy?
If you would like to make an exchange, we will exchange unopened items within 30 days of your order. Please email email@example.com with your order number and the new item you would like to receive. We do not cover the cost of the return or exchange.
My package is marked as delivered, but I can’t find it. What can I do?
Some carriers may mark packages as delivered, but they deliver it the following day. If you do not receive your package the following day, please call the carrier for updates and email us at firstname.lastname@example.org
Can I return an item to one of your locations?
You can return an ATWATER purchase from Nordstrom or nordstrom.com to any Nordstrom location. A refund will be made to your original form of payment. You will need to present your receipt. If you purchased a product from us directly at atwaterskin.com, please email us at email@example.com and we will initiate a return for you.
What should I do if I receive the wrong product?
Please reach out to firstname.lastname@example.org
How do I make changes to my order?
Please email us at email@example.com for any changes to your order. As long as your order has not shipped, we can make changes to your order.
How do I cancel my order?
To cancel your order, please email us at firstname.lastname@example.org as soon as possible. We can cancel your order as long as it has not been fulfilled. If it has already shipped, we can initiate a return for you.
Where do I enter my promo code?
You can enter your promo code at checkout in the box labeled “gift card or discount code”.
My promo code wasn’t applied. What should I do?
Please email us at email@example.com with the discount code. As long as the code is still live, we can apply it to your order.
Can I use multiple promo codes at the same time?
We can only apply one promo code at a time.
I’m having trouble signing into the app or website
If retrieving your username or resetting your password doesn’t work, please contact us firstname.lastname@example.org and we’ll be happy to help.
How do I register an account or sign up?
If you’ve never registered your online account, you can do so here.