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1.1 For product recommendations or other questions, here's how to contact Neuraé:
- By email: Contact us directly at CustomerCareCA@neurae.com
- Online: Click on the “Contact Us” link at the bottom of the page, fill in your information, and we will get back to you as soon as possible.
- In person: You can speak to one of our beauty advisors at a Neuraé counter. To find Neuraé counters near you, go to the “Find Us” section and choose your city.
2.1 I lost my password. What should I do?
If you have forgotten your password, please click on “Forgot Password?” at the bottom of the page. Enter your email address, and you will receive an email with a temporary password that allows you to reset your password and keep your personal information secure.
2.2 How do I change my personal information?
You can change any of your personal information by visiting the “Personal Information” section of “My account.”
2.3 How do I change my address?
Visit the “Your address book” section of your “Personal Information” under “My account”. You can manage multiple billing and shipping addresses, including modifying, deleting, or adding a new one.
2.4 How do I place an order online?
Shopping at www.Neurae.com is simple, quick, and secure:
Step 1: Once you’ve selected your product, you can choose the quantity. You cannot buy more than 4 of the same item.
Step 2: Click on the “Add to cart” button at the bottom of each product page. You can choose to keep shopping or click the “View your cart” button to confirm your purchase, choose your samples, and go to the billing, shipping, and payment areas to finish your order.
2.5 How do I find a product on the website?
To quickly find a product on the website, type its name into the “Search” field at the top of each page. Or, if you’re not sure of the name of the product, you can type in a more generic term, like “serum”.
All of Neuraé’s products are available online. If a product is temporarily out of stock, you can click on the “notify me when available” button to receive an email when it is available to buy again. To find out when the product will be back in stock, we recommend contacting the Customer Service department using the contact form.
2.6 How do I enter a promotional code?
Promotional codes must be entered into the relevant field on the cart page before confirming the order. Only one promotional code can be used per order.
2.7 How do I track an order?
You can find all the information about your order in the “Orders” section of “My account”. This includes order status, purchased items, total amount, billing and shipping addresses, delivery method, and a downloadable invoice.
The status of your order may be:
Confirmed: Your order has been confirmed and is about to be processed.
Payment incomplete: Your payment attempt has failed.
Shipped: Your order has been shipped to the desired address.
Cancelled: Your order has been cancelled. For more information regarding the cancellation of your order, please email our Customer Service at CustomerCareCA@neurae.com.
2.8 How do I change an order right after placing it?
If you would like to change and/or cancel an order after you've confirmed it on the site, contact our Customer Service at CustomerCareCA@neurae.com as soon as possible.
2.9 How do I sign up for and manage my subscription to the newsletter?
When you create your account, you can choose to sign up for the Neuraé newsletter.
You can also sign up for the newsletter simply by entering your email address in the relevant field in the website header or footer.
You can unsubscribe from the Neuraé newsletter at any time by going to the “Personal Information” section in “My account” and ticking the “no” box, or by clicking on the unsubscribe link at the bottom of each newsletter.
2.10 How can I use Neuraé’s special offers?
Special offers on the www.neurae.com website are only valid for orders placed on the www.neuraes.com online store.
3.1 What shipping options are available, and what are the costs?
To provide you with fast and efficient service, we offer two shipping options:
UPS Ground Shipping is free, and typically takes 5–7 business days.
UPS Express is $25, and typically delivers by the end of the second business day.
Prices are standard, regardless of your order total, and apply to the continental United States. You will be provided with a tracking number to track your shipment.
3.2 Can items be shipped internationally?
Orders placed on www.neurae.com/en-CA/ can only be shipped within Canada, excluding the regions of Yukon Territory, Northwest Territories, Nunavut, Newfoundland & Labrador.
4.1 Which payment methods are accepted for payments?
You can pay for your order through the www.neurae.com website by credit or debit card: Visa, MasterCard, American Express, and Discover. Payment methods accepted also include Apple Pay, Google Pay, and Klarna.
Important information: We do not accept credit cards with billing addresses outside Canada. For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
4.2 What can I do if my payment is declined?
If your payment is refused, please contact your bank. For any other questions, please contact Neuraé's Customer Service at CustomerCareCA@neurae.com.
4.3 Are credit card payments made through the site secure?
SSL encryption ensures the security of payments made on www.neurae.com. This means that your bank information is transmitted exclusively in encrypted form over the internet, and is encoded to conceal it.
Neuraé allows you to save your card details. This secure service saves your encrypted bank details so you can use them in the future. Your card’s CVV is never saved, and you will be asked for it whenever you make a payment.
Funds are put on hold when your credit card is authorized. Once your order is shipped, payment will be processed.
5.1 How do I return an item?
Within 30 days of purchase, we accept returns of products purchased on www.neurae.com. Products must be unopened and in their original packaging. When returning full orders, free gifts must also be returned.
To return an item, click on “Orders” under “My Account”, choose the order for which you would like to make a return, and download the return form. Mail the product in its original package with the return form to the address indicated. You can also complete the paper return form included in the package you received. We do not refund your shipping charges unless the return was a result of our error. A refund to your account will be issued to your credit or debit card for the price of the item(s) within 30 days following your return. Neurae.com can only exchange or refund items purchased from www.neurae.com. We don't accept exchanges or refund requests from other websites or retailers.
6.1 What are the ingredients of a Neuraé product?
If you want more information about the ingredients of a Neuraé product, please fill out the contact form and select the subject “Product information”.
6.2 Are Neuraé products tested on animals?
Neuraé does not carry out any animal testing.
6.3 Are Neuraé products safe to use during pregnancy?
Although our products are designed to be safe for all, pregnancy is a very particular physiological state. Check with your doctor before using any Neuraé products while you are pregnant.
6.4 How can I find the right product for me?
On the main menu, click on the “Find your routine” quiz. For more personalized advice, contact our Customer Service department by email at CustomerCareCA@neurae.com. Or click on the “Contact Us” link at the bottom of the page, fill in your information, and we will get back to you as soon as possible.
6.5 Where can I find expiration dates?
Products remain of high quality when they are properly stored in good condition before opening. Once opened, the PAO (period-after-opening) symbol, represented by an opened jar printed on the packaging and showing the number of months (“M”), indicates the period during which the product can be used safely after opening.
6.6 How can I be notified of new Neuraé products?
To be notified of new Neuraé products, please sign up for our newsletter. You can do this by creating an account or by entering your email address in the field in the website footer.
6.7 How can I get samples of Neuraé products?
YYou can choose two samples per order when you shop at www.neurae.com.