Frequently asked questions

Here are responses to some questions you might have for trillion. If you can’t find the information you’re looking for, please contact our customer service at 

Where does trillion skincare ship? 

Trillion currently ships to all 50 states. You may experience longer delivery times when shipping to Hawaii and Alaska.

We are working to bring trillion skincare everywhere around the world. Tag us @trillionskincare to let us know where you live!

How does shipping work in the US?

Ground shipping is free for all orders of $95 and above in the contiguous 48 states! For orders below $95, you may choose your preferred shipping for a fee, which is displayed at checkout.

For all orders to Alaska, Hawaii and Puerto Rico, there will be a shipping surcharge that will be calculated at checkout.

When can I expect to receive my trillion package? 

We are working closely with our carriers to ensure your trillion products can reach you as quickly as possible. We commit to shipping out orders from our warehouse within two business days. You will receive an email with tracking information once your order has shipped. If you need additional support, email us at

When will my order ship? 

Here’s how it works: you order, we process, then we ship.

Ordering takes a few seconds. Processing takes 1 to 2 business days (and orders placed after 4pm EST are processed the next business day). Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!

How long will it take to ship to Alaska, Hawaii, and Puerto Rico? 

You will likely experience a few extra days in shipping time. Shipping to these areas could take eight or more business days and will experience a shipping surcharge, which will be displayed at checkout.

How can I track my order?

In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via We can give you the inside info.

How can I edit my shipping address?

If your order is shipping to an incorrect address, please email immediately and we’ll change the shipping address if we can.

What skin types are trillion skincare products suitable for? 

Our products are appropriate for all skin types: they’re dermatologist tested and approved and are formulated for all skin types. Further, we have received independent, third-party dermatologist certification that each of our products is safe and suitable for sensitive skin. 

Please note that trillion is a clinical brand and we use clinical-strength ingredients. Please read our labels carefully and do not use our products if you have a sensitivity to any listed ingredients.

Are you cruelty free? Do you test your products on animals?

We are absolutely cruelty free and do not test products on animals! We are obsessed with our pets and have a deep reverence for all living beings.

We are committed to being 100% cruelty free: this means we do not test on animals at any stage of product development, and we will only work with suppliers who uphold the same standards and never test on animals.

We are proud to share that our products are certified cruelty-free by Leaping Bunny, the only internationally recognized certification organization for cruelty-free companies. Being Leaping Bunny certified also means we’ll have regular independent audits to ensure we’re compliant. 

Our products are vegan and do not contain any animal-derived ingredients.

How can I find out more information about a product? 

You can learn all about our products on their individual product pages. If you have any other questions or thoughts, let us know by emailing

Why are the cleanser and moisturizer blue?

Great question, because we do not use colorants in any of our formulations! The blue hue of the cleanser and moisturizer comes from blue gardenia flowers, added for their antioxidant properties, and provided the inspiration for our branding and color palette!

Do your products have expiration dates? 

Most of our products do not have expiration dates because they are cosmetic products.

All trillion skincare products have a recommended shelf life of 3 years (1 year after opening).

Is your packaging recyclable?

Our products come in recyclable packaging. Our Cellular Activating + Resurfacing Serum pump may not be recyclable in your area due to the embedded metal coil, so please check before recycling that part. Should the option become available for a fully recyclable pump that fits our bottle, we will be sure to swap!

Are your products safe for all ages?

Yes, but of course, please be cautious. We recommend patch testing when using trillion products on children and as a general rule, acids are intended for people 16 years of age and older (due to the high lactic acid content of the Cellular Activating + Resurfacing Serum, it is recommended for ages 16+).

Are your products all-natural/organic?

We strive to formulate with the cleanest, most natural ingredients available and source organic ingredients when we can. Most of the ingredients in our formulas are all natural and plant based. 

Over time, we have found that a small number of low-hazard synthetic ingredients are essential to maintain the efficacy and stability of our high-performance line. We strive to be as safe as possible while providing the most efficacious skin care available.

Are trillion products vegan and gluten-free? 

Yes! Our products are formulated without gluten-containing ingredients and are vegan. If you have a gluten intolerance or allergy, your physician needs to be the final word on whether our products are suitable for your sensitives.

Are trillion products non-comedogenic?

All of our products have undergone clinical trials and are dermatologist approved; the people in our trials have not experienced irritation or breakouts when using only trillion products.

Does trillion use parabens?

No. We do not use parabens.

Is it safe to use your products while I'm pregnant / nursing?

Always check with your doctor before using any new products while pregnant or nursing.

Is it normal to feel tingling when using trillion products?

Yes, most definitely. When it comes to using a new product or ingredient (especially those that are potent, such as lactic acid and niacinamide), start slowly and let your skin adjust. We are a clinical skincare line and we use high concentrations in our products to ensure effectiveness, so a little tingling is not a bad thing! We are dermatologist approved for sensitive skin, however, if you have particularly sensitive skin, be sure to perform a patch test just to be safe.

Can you help with a product I bought from a third party marketplace?

We’re only able to guarantee the authenticity of products purchased on and through authorized partnerships. We’re also not able to process returns or exchanges or otherwise assist with orders not placed through

Gift Cards
How can I redeem a gift card? 

Lucky you. :) Just click the REDEEM GIFT CARD link in the email, or enter the gift card code during checkout. Create an account or log in and enter the code. If you are having difficulty, log in first and then click the link via your email.

How can I pay with a gift card?

Gift cards work like store credit on Once you have applied the gift card to your account, it will automatically apply to your next purchase. If you do not have enough store credit in your account to complete the purchase, you can pay the remaining balance with your credit card.

Returns & Exchanges
How do I place a return or exchange?

We're sorry you didn't love your trillion skincare purchase. If you are not totally satisfied, please send an email to within 30 days of your purchase, and we will provide a return authorization and mailing information. We will be happy to remit your account for the full amount of your purchase, minus shipping, after our warehouse has received and processed the verified return. Shipping fees are non-refundable. Please note: We cannot ensure that we will be able to properly locate and handle your return without the return authorization and the correct return address.

All items purchased directly from may be accepted for a return. If you purchased a trillion skincare product from one of our authorized retailers, please contact them for assistance.

Help! Why doesn't my order include a return slip?

Don’t worry—trillion skincare packages don’t include return slips. Just reach out to and we’ll help you place your return or exchange.

What’s your return policy?

All returns must be processed within 30 days of receiving the order.

To place a return, or if you are having trouble making a return within the 30 day timeframe, please reach out to

The order number must be provided to place a return, and you will be refunded in full to your original form of payment, minus shipping, after our warehouse has received and processed a validated return (this is to eliminate return fraud, which is unfortunately on the rise). Please note, gift cards are final sale.

How long does it take to process a return?

Credit card refunds usually take 5-10 business days to appear on your statement after your return has been received and processed by our warehouse.

What should I do if I receive the wrong product?

If you received a product different from the one that you ordered, sorry about that! Please contact us at and we’ll be sure to get you the trillion skincare you ordered!

How do gift returns or exchanges work?

If you were gifted trillion skincare but it isn't what you had in mind, you can return your items for store credit. Please reach out to with the gifter's first and last name, email address, and the products you’d like to return or exchange (the gifter won’t be notified of any changes). Once locating the original order, we'll handle it through our usual return process!

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

Can I remove a saved payment method?

Of course! You can make this change on your Account page. If you need help, email us at

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Meta Pay, Shop Pay, Shop Pay Installments, JCB, and Discover credit cards and debit cards. Unfortunately, we cannot accept checks or money orders.

What can I do if my payment is declined?

Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

Try another form of payment if you are still having trouble. If it appears to be an issue with our website, please email us at

What is Installments by Afterpay?

Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.

How do I use Installments by 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, and returning customers simply log in to make their purchase. It’s that easy!

Please note that all items in your shopping bag must be eligible for Installments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Where can I use Installments by Afterpay?

Installments by Afterpay can only be applied to purchases made on

Can I use Installments by Afterpay if I’m an international customer?

We currently only ship domestically within the US. Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard or American Express (credit or debit card), and a US mobile phone number. Customers with international billing addresses, and/or phone numbers will not be able to set up an account with Afterpay.

How does the payment schedule work with Afterpay?

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.

When will my items be delivered if I use Installments by Afterpay?

Afterpay orders are delivered as per our standard shipping time frame after you complete your order online.

See the Shipping section above for information on shipping.

Is there a limit to how much I can spend on a single transaction with Afterpay?

Yes, transaction value limits apply to purchases made on using Installments by Afterpay.

What products are not eligible for purchase using Installments by Afterpay?

Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

How do I return or exchange an item purchased using Installments by Afterpay?

If you have changed your mind, you can return your Afterpay purchase by mail for a refund. Email and we can help! Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at

What if I can’t pay an Afterpay installment?

If funds are not available or you otherwise do not make your payment when it is due, late fees may apply.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy which can be found at

Order Questions
How can I update my order?

Please email us at as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.

How can I check the status of my order?

You can view order status on your Account page, which will be updated after your order is placed and again once your order ships.

Can I use multiple promo codes at checkout?

You can use one promo code per order. If you’ve encountered two valid trillion promo codes during your travels through the internet, please choose the one you want to use more.

You can use a promo code along with free shipping when you spend $100 or more. Other offers advertised on the website without a code will be automatically applied and cannot be used along with a separate promo code. If your order qualifies for an advertised offer and you also enter a promo code, we’ll apply the best deal.

The product I want is out of stock, will it be available again?

Product order cycles can take a while, due to the lengthy ingredient sourcing process. We do our best to manage inventory, but it is difficult to estimate demand.

We always suggest subscribing to our emails to ensure you are getting first-access to new products, promotions, and news.

Where can I purchase trillion skincare products in the United States?

You can purchase any trillion product from We are also working to secure retail distribution for our products - stay tuned! 

There are some websites and dealers who claim to be authorized trillion skincare resellers but are not. Products sold on these websites or from these dealers do not carry a warranty from trillion skincare. When you purchase products from an unauthorized website or dealer you are taking a risk, because these products may be counterfeit, used, defective, or may not be designed for use in your country. Please protect yourself and your trillion skincare product by ensuring that you only purchase trillion skincare products directly from our website, or from an authorized trillion skincare dealer listed on our website. 

Order Cancellation
How can I cancel an order?

You’ll have the option to cancel your order directly from your confirmation email within 1 hour. Scroll down to find the “Changed Your Mind?” section. If it’s been longer than 60 minutes, email and we’ll help find an alternative solution.

I accidentally canceled my order, can I resume it?

If you’ve canceled your order on site and want to receive your order after all, the best way to do so is by placing a new order at checkout. Email if you have any questions — we’re here to help.

I canceled my order, but I’m not sure it went through. Can you confirm it has been canceled?

If you’ve canceled your order using the link in your order confirmation email, you’ll receive another email once the order has successfully been canceled. If you haven’t received a cancellation confirmation email, let us know at (and include your original order number) and we’ll take a look!

Contact Us
Still have questions?

If you are having site issues, or have additional questions, please email us at

Are you a social media influencer and want to collaborate with us?

Find us on Instagram: @trillionskincare. Please contact and include your information, how you would like to collaborate, etc.