FAQs

FAQs

How do I cancel my order?

To cancel your order, please submit your request to support@peterthomasrothus.com

If we have not begun processing the order, we will cancel your order. You will receive a cancellation confirmation once complete.

The pending charge will be removed from your banking account automatically within the next 5-7 business days. We ask that you speak with your provider if you would like this expedited.How can I check on the status of my order?

You will receive a shipping confirmation email once your order has shipped, which includes a tracking link. However, you can also check your order status on our website here. If you have a registered peterthomasrothus.com account, simply log in and click on the order you would like to track. If you do not have a registered account with us and checked out as a guest, you can track your order by entering your order number, email and billing zip code.What should I do if there is an issue with my delivered order?

If there is an issue with your order such as missing, damaged or incorrect products, you must contact Customer Service by phone (1-800-787-7546) or email (support@peterthomasrothus.com) within 30 days of the delivery date to receive assistance. If you contact us by email, please include your phone number.How do I protect my order against loss, theft or damage that may unfortunately occur during shipping?

Add Route premium package protection at checkout. Peter Thomas Roth has partnered with Route so that you can easily file claims for lost, stolen or damaged packages. Once a claim is filed, it will be reviewed for approval of a reorder or refund within 24 hours. If you have already purchased Route+ and need to file a claim, click here.

To learn more about Route, click here.Why do you no longer ship internationally?

As part of our ongoing efforts to optimize our operations and enhance the customer experience, we have had to make the difficult decision to suspend international shipping. This decision was not taken lightly, and we apologize for any inconvenience it may cause.

While we have enjoyed serving our customers internationally, this change allows us to focus on improving our services and logistics to better serve your needs in the future.

In the meantime, if you have any pending orders, we will be in touch with you shortly to arrange a refund or to discuss alternative options for fulfilling your order. If you have any questions or concerns, please do not hesitate to reach out to our customer service team. We are here to assist you and provide any necessary information during this transition period.What payment options do you accept?

Peter Thomas Roth accepts payments with MasterCard, American Express, VISA, Discover and Afterpay.What is express checkout by BOLT?

What is express checkout by Bolt?



Bolt is our checkout partner that helps us offer a faster, more secure shopping experience. Once you create a Bolt account, you’ll unlock access to One-Click Checkout and easier login. 

How do I create an account?

While adding your shipping and billing info, you’ll see a checked box that indicates your information’s been saved. Bolt will send a verification code to your phone or email to verify your info.

The next time you check out, you won’t need a password or to fill out any fields, allowing you to finish the purchase in seconds. Click to learn more.What is Installments with Afterpay?

Installments with Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest. Click to learn more.What Is the Peter Thomas Roth subscription program?

The Peter Thomas Roth subscription program is the most convenient way for you to get the products you want to be delivered to you on a regular schedule. We automatically send your favorite products based on your chosen frequency. The service is easy to use and customizable, so you can make changes online whenever you need. Just tell us how often you want your products, and we’ll take it from there. You will receive 5% off products with subscription orders!

You always have complete control over your Peter Thomas Roth subscription orders and we send an email reminder 10 days before each order ships. You can change your delivery frequency, next order date, or quantity anytime by visiting ‘Subscriptions’ located within your account. Changes to orders can be made any time within 24 hours of the next scheduled shipment date and you can cancel at any time. Click to learn more.What is your phone number?

To speak with customer service, please call phone number 1-800-787-7546. The office is open Monday-Thursday 9am-5pm and Friday 9am-3pm EST.What order should I apply my serums and moisturizers?

Our team advises applying our products on a thinnest-to-thickest basis. It’s best to allow each layer to dry and absorb into your skin before applying the next product. Generally, serums will be applied first, followed by moisturizers.Do I need to use gluten-free products?

Please find below the statement verified by the Celiac Disease Association.

Many skin care products contain gluten. Gluten cannot be absorbed through the skin from skin care products. However, anything that may come in contact with your lips/mouth (such as chapstick and toothpaste) should be gluten free.What should I do if my products are damaged?

For any item received damaged, please DO NOT THROW AWAY the item. Send an email to us and please include your phone number. The broken item(s) will be replaced and the email will provide instructions on what is to be done with the broken item(s).

For purchases not made through peterthomasrothus.com, we will provide you next steps to contact the place of purchase.Are your products non-comedogenic?

While our products are not tested to be non-comedogenic, none are “comedogenic”. Our company aims to not use ingredients that, to our knowledge, cause acne breakouts or clogged pores.How do I return my products?

For purchases made through our peterthomasrothus.com, please contact us for a Return Authorization (RA) # for your return. Here are the steps you need to take:

Step 1: Please ship these items to:

Peter Thomas Roth

ATTN: Returns and RMA #

45 Mayhill St.

Saddlebrook, NJ 07663

Step 2: Include a copy of your invoice.

Step 3: Clearly label the Return Authorization (RA) # on the outside of the packaging.

Step 4: Once your RA is received, we will refund the credit card used to place this order.

More information about our return process is as follows:

Product(s) sent back without a Return Authorization (RA) number will be returned to sender and not be refunded. Ship the product(s) back using a courier service that provides a tracking number. You are responsible for the cost of shipping the product(s) back and making sure it gets to us. We do not provide prepaid labels. A refund will be issued once product(s) have been received. At this time peterthomasrothus.com is unable to process exchanges. For any item received damaged, please DO NOT THROW AWAY the item, send an email to support@peterthomasrothus.com and please include your phone number. The broken item(s) will be replaced and the email will provide instructions for what is to be done with the broken item(s).What should I do if my package is missing?

A package is not considered lost until 14 business days after the ship date. Unfortunately, we must wait until after time period has passed to file a claim with the shipping company. If we are able to replace the products that were in the original order a replacement order will be placed and re-shipped. If the products are unavailable a refund will be issued for the original purchase amount.I didn’t get a shipping confirmation. Did my order ship?

Our email may have slipped into your junk folder, please check there for your order confirmation. Otherwise, contact the Customer Service line at 1-800-787-7546 for help. We are open Monday-Friday 9am-5pm EST.How do I use the Instant FIRMx® Temporary Eye Tightener?

For correct usage of Instant FIRMx® Temporary Eye Tightener, refer to the product page and see instructions under Usage.Are your products safe to use while pregnant and/or breastfeeding?

We cannot advise which products to use while pregnant and/or breastfeeding. We recommend consulting a physician or primary doctor who can advise which products are safe for use during this time.Is your company animal cruelty-free?

Peter Thomas Roth does not test any of our formulas or raw materials on animals but we believe in total transparency and will not claim that for the following reasons:

1. We cannot be certain that a raw material supplier has not now or at some time in the past tested an ingredient on animals. We do not knowingly purchase ingredients that have been tested on animals and inquire before purchasing ingredients but some staple ingredients that have been used in products for years may have been tested on animals in the past.

2. We do sell our products in China and some other countries that still do test on animals; though it is our understanding that China is moving towards stopping this practice. We are not alone in selling to China; nearly every major cosmetic company sells there. Also to be noted are that many major beauty retailers conduct business there including QVC and Sephora.How do I reset my password?

We apologize for the inconvenience.

You may find the “Forgot Your Password?” link here: https://www.peterthomasrothus.com/loginWhat is the Inner Circle Rewards Program?

You can find more information about Peter’s Inner Circle Rewards Program here!Why was the product I want discontinued?

Thank you for contacting us. We understand how frustrating it can be for a product you love to be discontinued. There are a variety of reasons we make the tough decision to discontinue a product. We are happy to assist you in finding an alternative replacement product within our assortment.The product I want is out of stock. How will I know when it’s back?

To be notified when a product comes back in stock, sign up for the waitlist on the product page. Click “Email Me When Available” and enter your information to receive an email alert when the product has been restocked. If you do not see a product on peterthomasrothus.com, it is most likely discontinued.