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Contact Us / Contact Information

Email Support

Reaching The Ordinary by email is simple: write to support@jyjsmk-fy.myshopify.com with as much detail as you can share. If your inquiry concerns a specific item, the SKU or product name from your confirmation email will help us pull up the exact record. We prefer email because it gives both sides a clear, time-stamped history of what was discussed and agreed. For any question about a product, an order, or a return, send a note to support@jyjsmk-fy.myshopify.com and a member of our team will personally review it. Attaching photos or screenshots whenever they are relevant helps us understand the situation and get to a solution faster. Email is our primary support channel and the best way to keep a written record of your conversation with us.

Support Hours

The care team keeps office hours of Monday-Friday, 9:00 AM-5:00 PM. During this period we handle emails, returns, and order questions in real time; beyond it, everything waits patiently in the queue. Knowing these hours helps set realistic expectations for how quickly you will hear back from us. Support is staffed during regular business hours, specifically Monday-Friday, 9:00 AM-5:00 PM. Anything that comes in after 5:00 PM, over the weekend, or on a holiday is picked up when we return to our desks. We appreciate your patience during closed hours and prioritize the oldest waiting messages first when we reopen.

Response Time

You can typically expect to hear back from us within 24-48 hours. Because we reply during business hours only, a message left late Friday will usually be answered early the following week. We would rather send one thorough, accurate response than a rushed reply that leaves your question half-answered. We target a response time of 24-48 hours for all email inquiries. This gives us enough time to investigate your order, confirm the facts, and give you an answer we stand behind rather than a hurried guess. If a resolution needs more time, we will still write to acknowledge your message inside that window.

Mailing Address

Our business operates from 402 4th Ave, Sacramento, California, listed here in the interest of full transparency. This is the address of record for The Ordinary and not a customer-facing location or warehouse. Please arrange any shipment to us through support in advance so nothing is lost or delayed. Our registered business address is 402 4th Ave, Sacramento, California, and this is where any official or written correspondence should be directed. Please note that this location is an administrative office rather than a retail storefront or a returns warehouse, so do not ship products here without first arranging it with our team. For returns, always request instructions by email so your package reaches the correct facility.

Phone

Prefer to talk it through? Lines can get busy at peak times, so if you cannot get through, a follow-up email to our support address is usually the faster path to a resolution. We answer calls only during our published weekday hours. Our agents take calls Monday-Friday, 9:00 AM-5:00 PM, and any missed calls are returned as soon as we are back at our desks. Keep your purchase details close by so we can locate your order without delay.

How We Can Help

Our support team is here to help with the full range of questions that come up before and after a purchase, including product details, sizing and compatibility, order status, shipping timelines, returns, exchanges, and refunds. If you are unsure whether an item is right for you, we are glad to offer honest guidance before you buy. No question is too small, and we would always rather you ask than guess. From pre-sale advice to post-delivery care, our representatives handle it all: product specifications, stock availability, shipping and tracking, and the full returns and refund process. If an item arrives damaged or incorrect, tell us right away and we will make it right. We view every interaction as a chance to earn your trust, not just close a ticket.

Connect With Us

Follow The Ordinary on social media to see product launches, styling ideas, and community updates as they happen. Direct messages there are monitored casually rather than as a formal support queue, so for anything involving an order please email support@jyjsmk-fy.myshopify.com instead. Our social channels are best for inspiration and announcements, not for sharing sensitive account information. Our social media presence is where we post updates, seasonal offers, and product highlights, and we love seeing your tags and photos. That said, questions about a specific purchase are best sent to our support team by email so we can look into your account securely. Social is for community; email is for resolving issues.