Return Policy
At Pacifica, your satisfaction is our top priority. Please see our detailed return process outlined below.
Returns are accepted within 30 days of receipt of products from the pacificabeauty.com website only. We do not accept returns from other retailers such as Target or ULTA. Items purchased from a Pacifica retail partner will not be accepted. Samples & free gifts with purchase are not returnable. If you receive a promotional item with purchase, you will be charged for these promotional items if you return the qualifying item. We cannot accept returns from outside of the US or from Puerto Rico, Alaska, or Hawaii. Shipping charges are non-refundable for any reason.
Once your order has been placed, it cannot be canceled or changed in any way. If you have an incorrect address, you will need to contact the courier.
Price adjustments:
- Pacifica does offer price adjustments on purchases made within 4 days before a markdown or sale.
- If you have forgotten a discount code and it is within 4 days of your order, we can adjust your order to reflect the code or sales promotion.
The following items are ineligible for return, refund, or exchange:
- All Last Call Items are Final Sale. No Returns, Refunds, or Exchanges. No Exceptions.
- If you placed your order using the wrong address, we will not be able to replace or refund your order.
- Bundles are final sale and ineligible for return.
- Subscriptions: No refunds will be issued for subscription orders once your order has shipped. Please visit our Subscriptions page for detailed instructions on managing your subscription.
While Route is optional, we highly recommend opting in to ensure that your package is protected from theft, loss, or damage in transit. Pacifica Beauty is not required to refund or replace orders where Route was not added.
If our online return center has declined a return for any reason, you will receive an email from us. A return request may require a review and approval for return authorization for one of the following reasons:
- The item you want to return has been repurchased after a previous duplicate item has been refunded in the past.
- The item is more than ¼ used.
- If a customer says the product is what they expected when they have already purchased the product on previous orders.
- An order was placed by the customer to the wrong address.
- The product is not in our return time limit for returns.
- The product is a Last Call or Bundle FINAL SALE item.
- The customer has a history of multiple refunds or exchanges
- The return value on the order is over $50. ($50 limit per return)
Canadian Returns/Exchanges
We’re sorry, but we don’t offer returns, refunds or exchanges for items shipped to Canadian addresses. If you need assistance with an order, please email us at support@pacificabeauty.com.
Failed Delivery Attempts:
If you or the recipient are not at the shipping address provided when your order arrives, it is the shipping carrier’s discretion to decide whether a package is safe to drop off or not. If your carrier leaves you a door tag upon delivery and you refuse the tag’s request, we will not issue a refund or replacement for orders. It is the customer’s responsibility to make arrangements with the carrier to receive their order.
Returns:
Once your order is received, your refund will be processed and automatically applied to your original form of payment within 5 business days. Depending on your payment company, it may take up to 14 business days after your credit is applied for it to be posted to your account.
When making your return, you may opt to receive a gift card instead of a refund to your credit card using our return portal. The gift card will include an extra 10% to spend on your next order on pacificabeauty.com.
Start your return here.
Lost, stolen or damaged packages
What is Route?
Route is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what.
Every time you add Route to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
Click here to easily file a claim with Route
Must I have Route Package Protection?
While Route is optional, we highly recommend opting in to ensure that your package is protected from theft, loss, or damage in transit. Pacifica Beauty is not required to refund or replace orders where Route was not added.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? Click here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
In both cases, the original Route Premium will not be refunded.
When Should I File a Claim?
Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. Please note, some order issues may require a police report to be filed.
Stuck In Transit (Lost)
Claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
Damaged
Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
All of Route’s policies are listed here
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Exchanges:
Once your order is received in our return portal, your exchange will be processed. You will receive an email with updated tracking information for your new products. Allow 5-10 days for turn around on exchanges. For Exchanges, visit our returns portal here.
Start your exchange here.
Have a question for our Customer Service Team?
Customers in the United States can reach our customer service team at (844) 332-8440. You can also contact us at support@pacificabeauty.com Our customer service agents are available M-F 6am-10pm PST.