FAQ's
SHIPPING AND DELIVERY:
Do you ship internationally?
Yes, we ship to international destinations. If we can ship to your country, upon checkout you will be presented with a shipping option. All international orders are subject to customs fees. Clove Hill is NOT responsible for these fees.
PLEASE NOTE: If you refuse your customs/broker fees and your package is abandoned by the carrier, a refund or store credit will not be issued.
How long does shipping take?
Orders are typically processed and shipped within 3-5 business days. Once your package has left our facility, the transit time varies, and depends on the shipping carriers. We cannot guarantee the delivery date once the package is in the hands of the carrier.
Very rarely do we have an item go on back order, however, if this were to happen we will notify you upon receipt of your order to let you know when it is expected to arrive.
Please Note: We only ship to countries that allow skincare and supplements through customs. Clove Hill is NOT responsible for any customs fees.
Please Note: We do not process, ship, or deliver orders on weekends or holidays.
How can I track my order?
Once your order has shipped, you will receive your tracking number via email.
If you do not receive this email in your inbox, please check your spam and promotional folders, and mark it as safe, so it will be rerouted to your inbox.
Please Note: We are a very small team; please check your inbox and spam/promotional folders before reaching out regarding your tracking number.
If your order shows delivered, but you did not receive it, please ask around to your front desk, neighbors, family members, and roommates if they have accepted the delivery. If you are still not able to locate your package, please contact us, by clicking on the Get Support Tab on the bottom right hand side of the page. Please include your full name, order number and email address.
Where can I buy your products in store?
If you live near the Wheat Ridge, Colorado area, you can visit our clinic to purchase products in person. Otherwise, all of our products are only available for order online.
I live outside the US, will I be charged customs fees?
Customs charges may apply when your shipment crosses international borders. Clove Hill is NOT responsible for these charges.
PLEASE NOTE: If you refuse your customs/broker fees and your package is abandoned by the carrier, a refund or store credit will not be issued.
PAYMENTS:
Which payment methods are accepted?
We accept Visa, Mastercard, Discover, ShopPay
Can I use my FSA card?
Our products are not eligible for FSA funds. We’re sorry about that! Additionally, we are unable to provide itemized receipts beyond your order confirmation. We recommend checking with your FSA provider for more information regarding eligible FSA products.
Is your website secure?
Your security and information is our top priority. Our website is as secure as possible. We use HTTPS – SSL Certificates, modern themes, and update our plugins in a timely manner.
ORDERS AND RETURNS:
How can I edit my shipping address?
You can update your shipping and billing address by logging into your account. Click on Order History. Then click on Addresses. Here you can add new and update existing addresses.
Please Note: Your shipping address must be updated prior to your subscription order processing.
How can I change or edit my order?
You are not able to modify or edit an order once it has been paid for.
My order arrived but it was not correct. What can I do?
If you receive a wrong product or order, please submit a support ticket immediately to orders@clovehill.com. Be sure to include the following information: order number, a photo of the products you received, a copy of your packing slip and a description of the discrepancy with your order.
RETURNS & REFUNDS:
What is the return policy?
Sealed, unopened products may be shipped back (at the expense of the customer) for a refund within 30 days of purchase.
Send returns to:
Clove Hill
4800 Dahlia St Unit D10
Denver, CO 80216
Returns cannot be made in person for products purchased from clovehill.com
Damaged or Missing Items:
If your shipment contains damaged products or missing item(s), you must report this within 10 days of receiving the shipment by contacting orders@clovehill.com with a photograph of the damaged product/s, accompanying packing slip, and damaged packaging if applicable. (If notified beyond 10 days, no replacements will be given).
ACCOUNT:
Do I need an account to place an order?
You don’t need an account to plan an order. Once you place your first order, an account will be created. To purchase our active products, you must be a graduate of our online acne program or a wholesale purchaser..
I’m having trouble logging into my account.
Try resetting your password by clicking on the Lost Password link. Please check spam/promotions if you don't receive your reset email in your inbox. If you are still having issues, please submit a support ticket to orders@clovehill.com.
How can I reset my password?
To reset your password, click on the Lost Password link found on the My Account login page. Please check your SPAM/PROMOTIONS as sometimes our emails get routed to these folders.
How can I contact Clove Hill?
Click on the Get Support Tab, which is located on the bottom right corner of the page, to submit a support ticket. You can also call 888-640-2901 or email orders@clovehill.com