Drugstore.com Return Policy
Returning Nonprescription Items:
Your complete satisfaction is our ultimate goal. You may return any non-prescription item shipped by drugstore.com, as long as it meets the following conditions:
- You should return the item to us within 30 days of receipt.
- We do not accept items back that have been opened or used unless the product is damaged or defective or falls under our 100% color guarantee for makeup.
- Bulk order sales are final. If you believe your returns request should be assessed beyond our listed return policy for bulk orders (i.e. for damages, defects, etc.), please contact customer care for further assistance.
- Some items cannot be returned for a refund:
- Some special handling and scheduled delivery items are final sale. These items are identified as such on their product information pages. When you receive your order, please check to make sure they in good condition (i.e. not damaged ordefective) and let us know right away if there is a problem with your shipment.
- Any items purchased from our Sexual Well-Being store cannot be returned unless they have a manufacturer defect. When you receive your order, please check to make sure these items are working. We will credit or exchange unused, defective items in their original packaging only. Items returned without original packaging or after 30 days will not be refunded.
- Bulk order sales are final. If you believe your returns request should be assessed beyond our listed return policy for bulk orders (i.e. for damages, defects, etc.), please contact customer care for further assistance.
These guidelines apply to non-prescription items only. Click here for our prescription return policy.
Damaged, Defective, or Incorrect Items
We try to always provide the highest level of service possible. If there is a problem with your order, please begin by contacting Customer Care immediately; click here to send us an email. Please provide as much information as you can about the problem, including your order number, the name of the affected products, and whether you prefer a refund or replacement. A Customer Care Specialist will respond to you as quickly as possible.
Please do not discard any items unless you have been directed to do so by a Customer Care Specialist.
Click here for more information about how we handle damaged or defective orders.
Click here for instructions on how to return an item you received but did not order.
Special Offers & Promotions
If you choose to return part of an order, you may no longer qualify for all special offers associated with your purchase. For example, if you received a free gift with purchase you may be required to return the gift in order to receive full credit for your return.
ShopRunner Returns
If your order was placed using a ShopRunner account, your member benefits include free return shipping via UPS. Once you confirm that your return meets the eligibility requirements above, you can complete your return using a ShopRunner return label. Please note that you must use ShopRunner’s UPS return label to guarantee free return shipping. Using a different shipping method may delay processing of your return, and may result in shipping or processing fees being deducted from the value of your return.
Return Shipping and Processing
If you still have it, the box your order arrived in should be sufficient to make sure that your return arrives back at our distribution centre undamaged. Padded envelopes are not an effective way to protect your return shipment, as items may be crushed during transit. Please pack your return shipment securely to ensure that the items are not damaged in transit.
We will provide free return shipping if your return is the result of our error (damaged, defective, or incorrect item, etc.) and for our 100% color guaranteed products. In other cases, a return postage fee of $4.99 will apply. A 10% re-stocking fee will be applied on all returns over $200 that are not the result of our error.
Items that require special handling or scheduled delivery are sent directly from our suppliers, not from our main distribution centers. If you choose to return an item that was sent with special handling, you need to contact us to request return authorization and a shipping label to have the item returned to the correct location. Returning your items to the wrong location may greatly delay the processing of your return and credit.
For order shipped from our distribution centers, please print a return shipping label. This return shipping label is for the United States Postal Service (USPS) only and cannot be used with other shipping carriers.
Once we receive your return, we will issue a credit or refund within 30 days and send you an e-mail confirmation. Please bear in mind that it can take several days for the transaction to appear on your account, depending on your financial institution.
Returning Contact Lenses
Contact lenses must be returned to Vision Direct. Please click here for contact lens return instructions.
For further information about contact lenses, please contact Vision Direct by phone at 1-800-VisionDirect (847-4663) or click here to send them an email.
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