FAQs

FAQs

Shipping & Returns

Shipping

  • Standard
    Standard Shipping orders are delivered within 5-7 business days from ship date.

    Expedited
    UPS Expedited Shipping orders are delivered within 2 business days from ship date. 

    Please note: UPS Expedited orders placed by 10AM PST will be processed and shipped the same day, depending on product availability. Orders placed after 10AM PST will be processed the next business day. 

     

  • Most items may be shipped to a P.O. Box or Military APO/FPO addresses, but some restrictions apply. Orders being sent to P.O. Boxes must select Priority Shipping. P.O. Boxes are not eligible for Standard, Expedited or Overnight Shipping.

  • Orders for Alaska, Hawaii, Guam, Puerto Rico, and the U.S. Virgin Islands are shipped priority shipping with shipping rates beginning at $14.95 to ensure timely receipt of order. 

  • If your order contains multiple items, your items may be split up into multiple shipments and shipped at different times (rest assured, you are only charged one combined shipping fee for all the items in your order). When we ship your order in multiple packages, these packages may arrive separately.

  • The estimated delivery date is just that, an estimate, not a guarantee. Various factors such as inventory, where the order ships from, what shipping method was chosen and any disruptions the carrier may experience such as weather or mechanical issues can cause delivery delays.

Returns

  • All Murad products have a 60-day money-back guarantee when purchased directly from Murad. This means you are eligible for a full refund of the purchase price if returned within 60 days of ship date. Murad is not responsible for return postage, the cost of insurance, or lost or undelivered items. 

    If you purchased the products from a salon, spa or other website, please first contact that store directly to inquire about their return policy. 

  • If for any reason you are not completely satisfied with our products, please call our Customer Care Team at 1.310.765.1520 or use the Live Chat from M-F 6:00 AM - 6:00 PM PST.

    1. A team member will provide you with a Return Merchandise Authorization number (RMA#). An RMA# is required to process returns and issue credit. Returned merchandise received without an RMA# will not be automatically refunded.

    2. Write the RMA# clearly in the box on the Return Merchandise Authorization Form (click here to Download Form) and on the outside of your return package. Please include your packing slip inside your return package. We also recommend that you keep a copy for your records. Murad is not responsible for return postage, the cost of insurance, or lost or undelivered items.

    3. Send the package to the following address (please include your return address in the top left corner):

    Murad.com c/o
    DHL Supply Chain
    16550 Heacock St.
    Moreno Valley, CA 92551

    The original shipping and handling charges, if any, will not be refunded.

    Be sure to refer to the email you are sent with the Return Merchandise Authorization number and return instructions for complete details.

  • Please allow 5-10 business days to process your refund once your return tracking shows as “Delivered” and your return is received at our warehouse. We will credit or refund the purchase price paid by you for the item(s) plus any tax paid on the item(s), less any discounts, rebates, credits or refunds already given to you in connection with such products. 

    The original shipping and handling charges, if any, will not be refunded.

  • Items not purchased directly fromMurad.com cannot be returned for a refund. They should be returned to the purchase location.

Murad Rewards

What is the Murad Rewards program?

  • Murad Rewards is a loyalty program that rewards you every time you shop on Murad.com. All enrolled members can redeem points for free products and dollar-off discounts, and access exclusive benefits, including birthday gifts and early access to new products. As you earn points with every purchase, you have the opportunity to level up your account to reach a new reward tier to earn even more points, benefits and gifts.

How does it work?

  • Joining is easy and free: all you need to do is create an account to be enrolled. Once you’re registered, you’ll have the opportunity to take part in all the exciting ways we currently offer to earn points and reach our new tiers.

  • Listed below are the many ways in which you can earn points:

    Create an account: 50 points

    Leave a review: 50 points (Eligible every 2 months)

    Follow us on: Facebook: 30 points, Instagram: 30 points, TikTok: 30 points

    Make a purchase:, Bronze: Earn 2 points per $1 spent, Silver: Earn 2 points per $1 spent, Gold: Earn 3 points per $1 spent, Platinum: Earn 3 points per $1 spent

    Enroll in subscription purchases: Bronze: Earn 4 points per $1, Silver: Earn 4 points per $1, Gold: Earn 4 points per $1, Platinum: Earn 4 points per $1

    Taxes, shopping costs, discounts and promotional gifts do not earn points. Points are only accrued against the order subtotal.

  • You can use your points to redeem products by navigating to Rewards in your Account. Under “Manage Rewards” you will be able to add reward products for a given amount. Once selected, your product will be added directly to your cart if you meet the points requirement. Please note: You cannot adjust the quantities of rewards products or use your points to redeem more than one of the same product.

    You can also use your points to redeem for savings on your orders. Once you’ve logged in and are ready to check out, go to the checkout page to view your points balance and apply savings options. Select your discount amount and click “Apply”. Please note: Use of savings options requires that the order subtotal (before tax) exceed the savings amount by at least $10. Furthermore, savings options cannot be combined with any other promo codes or offers.

    To redeem your points for a reward product, a purchase is required. Promotional offers that require a promo code are not stackable with Beauty Rewards dollar discounts. This also includes sale products, discounted kits, regimens, continuity and subscription orders. We do, however, allow promo code stacking with reward product redemptions.

  • No need to create a new account! All customers with an active rewards account were automatically enrolled in our new and improved rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.

  • If you’re already enrolled in Murad Rewards, you’ll love our new and improved program. Your automatically enrolled in our new Murad Rewards program (launched 9/20/2023) that rewards you even more thanks to a new tiered structure. All currently enrolled members start at the Bronze tier, and will enjoy all the benefits that you had before, but with a greater opportunity to earn more points and progress towards our highest tier: Platinum. New purchases after 9/20/2023 will be counted towards the new tiering program.

  • Yes, your points will expire 365 days after the earned date. Our system will automatically keep track of your points earned date, then remove them on day 366 when they expire. If you earned your points prior to 9/30/2024, your points expiration countdown will start on 9/30/2024. However, if your account has been inactive since 3/1/2024, any points earned prior to 9/30/2024 will expire on 12/9/2024.

  • Once you are in the Silver, Gold or Platinum tier, you will be in that tier for one year starting on the day you reached your new status. For example, if you earned enough points to upgrade to a new tier starting 9/20/2023, you will retain that tier until 9/20/2024. If you don’t meet the requirements of each tier within the 12-month period, you’ll automatically move to the tier that aligns with your status. Make sure to keep interacting with our program to reach a new tier or maintain your status.

  • The new and improved Beauty Rewards program tiers are Bronze, Silver, Gold and Platinum. Your tier is determined by the points earned on the amount you spend on Murad.com.

    Depending on which tier you’re in, you can earn double or triple points for every dollar you spend, and this includes points on subscription orders. There are also special actions you can take (like following us on social media and leaving us a review) to earn more points.

    • Bronze: Free to join
    • Silver: Spend $100/year
    • Gold: Spend $250/year
    • Platinum: Spend $500/year

  • When points are redeemed, they follow the “first in, first out” rule – the first points earned will also be the first to get redeemed.

  • When your total points reach the point threshold for a new tier, you will receive an email congratulating you on your new status, plus updates to your gifts benefits.

  • Happy Birthday! We’re delighted that you have chosen to celebrate with us through our exclusive rewards program. To receive your birthday bonus on your birthday, enter your birthday in the account settings or during your initial account creation, at least 30 days before your birthday.


    If your birthday falls between the day that you registered and the 30-day waiting period afterward, you will receive your birthday bonus 30 days after your registration. All successive birthday bonuses will be emailed to you on your birthday.


    If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year.


    Remember, your birthday reward is determined by your Murad Rewards tier status on the day of your birthday. If it has been more than 30 days since you registered for your birthday reward and you still have not received the additional points in your account, please contact customerservice@murad.com and we will be happy to assist you.

  • Murad dollar-off rewards can be used at any time but cannot be combined with sale discount codes.

  • As a Murad Rewards member, you will receive exclusive emails prior to the general public, granting you first access to discover and shop our new products.

  • Murad Rewards points are awarded after your order is shipped. If you choose to return part or all of your order and you receive a refund, points earned from that purchase will be automatically deducted for the corresponding amount. This adjustment will be reflected in your point balance. If you have used points for a discount when making the refunded purchase, the redeemed points will be reimbursed and retain their original earned date. If the expiration date on the reimbursed points has already passed, the points will automatically expire on the day of the refund.

  • No, unfortunately we cannot refund or exchange free products unless your products arrived damaged.

  • We’ll send a reminder email out to you 30, 14, and 7 days prior to the expiration date. Please ensure to opt-in to our email marketing program to receive these emails. If you are not opted in, you won’t receive these email notifications. 

  • We’ll communicate our policy changes and updates via the email provided when you registered for the program. We reserve the right to change loyalty program policies at any time. This flexibility allows us to adapt and improve the program for our members. We’ll always strive to communicate any changes promptly, ensuring that you are kept informed about any adjustments that may affect your loyalty experience.

  • You’ll accept the changes by continuing to use the services under the new terms. 

What do I do if I have questions about my points, status or account?

  • Please contact our customer support team atcustomerservice@murad.comor call 1-310-765-1520

  • The Murad Rewards page houses all your points and perks details. You can access all your info by visiting your Account page, going to the Rewards section, navigating to Points Activity, then to the Rewards History tab to review your point expiration dates.

Subscription Program

What is a subscription?

  • Murad’s subscription program is the most convenient way for you to get the Murad products you want delivered on your schedule. We automatically send your favorite products based upon your chosen frequency until you cancel. The payment method you provide will be charged at the rate of your order. Pricing is subject to change. You can cancel anytime up to 24 hours before your next order date by going to your account or by calling 1-310-765-1520. By enrolling in the auto-delivery program, you agree to our Terms of Sale and confirm you have read and understand our Privacy Policy .

    The service is easy to use and customizable, so you can make changes online whenever you need. You will receive 10% off all auto delivery items, free shipping, and earn double Beauty Rewards points!

How do I join a subscription?

  • Joining is easy! It can be done while browsing on a product page or while reviewing items in the shopping cart. To get started, simply select the subscription option for your desired product, select your preferred shipment frequency and then check out as normal.

    Please note that in order to subscribe you will need a free Murad.com account.

What will happen after I join a subscription?

  • After you join subscription, you will receive an email confirming your auto-delivery status and order. This email will include a link to access the ‘subscription’ section in your account where you can manage your future orders, auto-delivery items and account information. 

    You will only be billed on the day the order is shipped. We will send an email reminder 10 days before each subscription order. You will also receive email notifications regarding other important information related to your subscription account, such as if your item is discontinued or out of stock, if you cancel your replenishment, and/or confirmation when an order is placed successfully.

How do I make changes, skip, or cancel my subscription order?

  • You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the ‘Manage Subscriptions’ section in your Murad.com account or by calling Customer Care at 1-310-765-1520.

How do I view my future deliveries?

  • You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the ‘Manage Subscriptions’ section in your Murad.com account or by calling Customer Care at 1-310-765-1520.

What types of payments are accepted for subscription?

  • All subscription orders require a credit or debit card payment. Alternative payment forms, such as PayPal or Apple Pay, are not applicable.

Afterpay

What is Installments by Afterpay?

  • Installments by Afterpay is a zero-interest payment method that allows you to buy what you want today, and pay for it in four payments made every 2 weeks without any interest.

How do I use Afterpay?

  • Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

    Please note that the total value of your shopping bag must be between $35-$1000.

Can I use Afterpay if I am not a U.S. resident?

  • Installments by Afterpayis only available to customers with a US billing address within the US and a US mobile phone number. Customers with international billing addresses will not be able to set up an account with Afterpay.

How does the Afterpay schedule work?

  • All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account. 

    You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so. 

What if I can’t pay an Afterpay installment?

  • If you do not make a payment when due or funds are unavailable, Afterpay will charge an $8 late payment fee. An additional $8 fee will be charged to you by Afterpay if the missed payment is not made within 7 days. Late fees will never exceed 25% of the total order. For more information, visit the Afterpay Payment Purchase Agreement.

What products are eligible for Afterpay?

  • All products onMurad.comthat are priced between $35 and $1000 are eligible for Afterpay. Please note that Afterpay is not an eligible form of payment method for Subscriptions.

Are any products not available for Afterpay?

  • Afterpay is not available on purchases of gift cards or e-gift cards. If your order contains gift card(s) plus eligible Afterpay products, you will need to remove the gift card(s) from your cart and purchase them separately.

How do I return or exchange an item purchased with Afterpay?

Where can I learn more about Afterpay?

  • If you would like to learn more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy 

    If you have any questions about your Afterpay account, please contact Afterpay directly via a web form

Can I use Afterpay with Subscriptions?

  • Currently Afterpay cannot be combined with subscription orders. If you have a subscription item in your cart, the Afterpay payment option will be disabled.

Product Information

Products

  • Yes! You can mix and match Murad products, but you should only use two or more Step 2 treatments if the directions specify that you can. Traditionally, it is best to use one Step 2 treatment in the morning, and one Step 2 treatment in the evening. Murad products are labeled Cleanse | Tone (Step 1), Treat | Repair (Step 2), Hydrate | Protect (Step 3) and Boost (Step 4). Below are ways to use products from different lines: 

    • You can cleanse (1), treat (2), hydrate (3), and boost (4) 
    • You can cleanse (1), tone (1), treat (2), hydrate (3), and boost (4) 
    • You can cleanse (1), treat (2), hydrate (3), and then SPF (3) 

     

  • In an effort to provide as many customers as possible with the opportunity to purchase products, we limit the total number that can be purchased per customer. 

  • Murad carefully assesses our products and ingredients to ensure they are safe for use. Because every person and pregnancy is unique, we recommend you seek your doctor’s advice if you are unsure or have any questions about the products you use during pregnancy and/or lactation.

  • Murad never tests any products on animals and we only use ingredients that have not been animal tested. We only test on humans. We sell our products in Hong Kong but not mainland China, and thus are not required to test on animals.

  • Here is a list of products we sell that have the Chitosan listed in the ingredients. Should you have a shellfish allergy, DO NOT use any of the following as it could cause a reaction. Of course, always review the ingredients prior to applying any new product. 

    • Acne Body Wash 
    • Advanced Acne & Wrinkle Reducer 
    • Advanced Active Radiance™ Serum 
    • Anti-Aging Moisturizer Broad Spectrum SPF 30 | PA+++ 
    • Age-Diffusing Firming Mask 
    • Essential-C™ Cleanser 
    • Essential-C™ Night Moisture 
    • Essential-C™ Toner 
    • Hydro-Dynamic™ Quenching Essence 
    • Hydro-Dynamic™ Ultimate Moisture for eyes 
    • Hydro-Glow Dietary Supplements 
    • Intensive-C™ Radiance Peel 
    • Instant Radiance Eye Cream 
    • Luminous Essence 
    • Rapid Resurfacing Peel 
    • Rapid Collagen Infusion™ (no shellfish, but does contain collagen from fish) 
    • Rejuvenating Lift for Neck and Décolleté 
    • Replenishing Multi-Acid Peel 
    • Time Release Acne Cleanser 

Discontinued Product

  • At Murad, we’re continually innovating and reformulating to bring you the best-in-class, clinically proven products for efficacious skincare results. Sometimes, that means discontinuing a product to replace it with a new innovation, which is why we’re happy to show you which products are designed to meet and exceed the results of your previous product.

    Click here to learn more.

Ingredients

  • We follow strict industry and government guidelines to ensure that every ingredient in each of our formulas has been thoroughly safety tested and approved for use.

    In addition, our product development and quality control teams continuously monitor the scientific literature, as well as reports from our customers, to ensure that our products are at the leading edge of safety as well as performance.

    To help ease your concern about the safety of any specific ingredient, we encourage you to visit www.cosmeticsinfo.org, a website specifically dedicated to providing consumers with timely and objective information regarding ingredient safety.

  • Many products manufactured by Murad are formulated without gluten. To determine if a product you’re interested in is formulated without gluten, visit the specific product page at Murad.com and look under the “Formulated Without” tab. 

    As with any allergy, it is best to consult your physician if there is any concern regarding gluten. In addition, we are certainly more than happy to assist you in creating a regimen that addresses your specific concerns while avoiding any form of gluten. 

  • Many products manufactured by Murad are formulated without parabens. To determine if a product you’re interested in is formulated without parabens, visit the specific product page at Murad.com and look under the “Formulated Without” tab. 

    At Murad, we use different preservatives depending upon the unique formula of each product accordingly. Murad’s product development team continually monitors scientific literature, and FDA safety alerts and guidance, to ensure that all of our products are safe and fully compliant with all applicable rules, regulations and laws. 

    You can also contact Customer Care to create a customized regimen that addresses any ingredient concerns you may have. 

  • Most our topical formulas are formulated without animal by-products; however, a small number do contain trace amounts of natural ingredients like honey and beeswax, as well as some marine-derived compounds. 

    To determine if a product you’re interested in is formulated without animal by-products, visit the specific product page at Murad.com and look under the “Formulated Without” tab. 

    If you have a question about a specific product, please let us know. We’d be happy to confirm if the products you’re using are formulated without animal by-products, or to customize a vegan-friendly regimen for you. 

  • Most Murad products are not expected to clog pores and some have been tested to confirm their non-comedogenic status. To determine if a product you’re interested in is non-comedogenic, go to Shop, select your product category (Cleansers & Toners, Exfoliators, etc.), then select Formulated Without from the filters to shop products that are non-comedogenic. If the filter option for non-comedogenic does not show up, then no products in that product category have been tested to confirm non-comedogenic status. You can also contact Customer Care to create a customized regimen that addresses any ingredient concerns you may have. 

  • ‘Hypo’ means ‘less’ so though there may be fewer irritants, they’re all not completely absent. Generally, the term ‘hypoallergenic’ is beauty industry shorthand for ‘fragrance free’, which is always a good idea for sensitive skin. The special Murad Recipe of antioxidants, anti-inflammatories, and hydrators helps to reduce irritation and inflammation. Additionally, it is always best to perform a patch test if you have any concerns regarding sensitivity. 

Our Commitment to the Environment

  • Murad is committed to green initiatives. We no longer use Styrofoam, and instead use a completely biodegradable, corn-based “look alike” peanut in our packages. We also endeavor to use the smallest possible shipping box for each shipment. 

    In addition, we’ve moved to sustainable solutions for our direct mailers (“cradle to cradle” certified); our plastic trays have been changed from PVC to PET, we recycle corrugate containers at our warehouse, and we print all packaging on FSC (Forest Stewardship Council) certified stock. 

Safety Data Sheets

Terms & Conditions

Murad Customer’s Bill of Rights

  • BILL of RIGHTS
    At Murad we believe that genuine service is more than just saying the customer is always right.
    We believe that real service comes from respecting the rights you have as our customer.

    The RIGHT to be HEARD
    You have the right to be able to let us know what you think. Only through you can we learn what we’re doing right and, more critically, what more we can do to ensure that the quality and performance of our products and services exceed your expectations. That’s why we promise to respond to your feedback as promptly as possible - without exception within 1 business day.

    The RIGHT to RECEIVE EXCEPTIONAL PERSONAL SERVICE
    You have the right to be able to speak directly to a Certified Skincare Specialist who will take personal responsibility for meeting your needs. You have the right to expect your personal Certified Skincare Specialist to be so helpful and so courteous that only one word can describe your experience and that word is “WOW!”

    The RIGHT to RECEIVE PRODUCTS of the HIGHEST QUALITY
    You have the right to receive products that contain only the highest quality ingredients, pharmaceutical grade where appropriate, without fillers. You have the right to expect every Murad product to follow the Murad Recipe’s mandate for antioxidants, anti-inflammatories and hydrators.

    The RIGHT to ACHIEVE REAL RESULTS
    You have the right to expect results and to enjoy the benefits of products that perform as promised. You have the right to follow the Murad path to the healthy beautiful skin you deserve.

    The RIGHT to 100% SATISFACTION
    You have the right to return any product that does not perform as you expected, you have the right to do so without hassle, and you have the right to have your purchase price refunded regardless of how much or how little of the product you used.

    The RIGHT to RECEIVE a FREE SKINCARE EVALUATION
    You have the right to receive a free comprehensive evaluation from a Certified Skincare Specialist personally trained by Dr. Murad who will help you order products that are right for your skin type and which address your individual skincare needs.

    The RIGHT to SKIN HEALTH EDUCATION
    You have the right to ask any skincare questions that are important to you and receive an informed answer from a Murad certified and industry licensed professional.

    The RIGHT to CRUELTY-FREE PRODUCTS
    You have the right to the peace of mind that comes with knowing that neither the products you’re using nor the ingredients from which they’re made were tested on animals.

    THE RIGHT TO CONTACT OUR CEO
    If you have a problem that cannot be solved by your personal Certified Skincare Specialist, you have the right to directly email Paul Schiraldi, our Chief Executive Officer (ceo@murad.com), to bring the matter to his attention for prompt resolution.

    The RIGHT to EXPECT SOMETHING EXTRA from MURAD
    Your right to something extra is more than your right to receive free samples with every order, it’s also your right to expect innovation backed by science in every product, your right to expect cutting edge technology in each product and your right to expect Murad to lead the way.

    The RIGHT to ABSOLUTE PRIVACY
    You have the right to privacy and to be free from unwanted solicitation. You have the right rely on our promise to work diligently to keep all of your personal information confidential and to NEVER sell or share your email address, phone number, home address, credit card or other payment information.

    And to guarantee that we can honor your rights now and in the future, we reinvest 100% of our net
    proceeds back into the company where it can fund science, fuel innovation and thereby advance our
    mission of making the world a healthier, more beautiful place.

Promotional Offer Details

  • One promo code per standard order per person while supplies last during specified period only. We reserve the right to substitute items and/or cancel promotions at any time. We reserve the right to decline the promotional offer for any order that does not meet specific criteria as deemed by the company. Murad promotions cannot be combined with any other offers. Promotional offers are not available with future automatic shipments. Savings apply to regular-priced merchandise only. Discount offer does not apply to select items, kits, sets, regimen bundles, holiday items or sale items. Other restrictions may apply.

 20% Off First Order Details

  • 20% off your first order offer cannot be combined with any other offer. One offer per customer. Offer applies to regularly priced merchandise only. Offer does not apply to sale items, kits, sets, or regimen bundles. Offer valid on U.S. orders only.

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