Something to sort out?Start here.
Most of what people write to us about is answered further down this page, and it is faster to read than to wait for a reply. If yours is not here, one email gets it to a person on our team.
The button opens your email app with the details already laid out. Fill in what you know and send it. No account, no form and no ticket number to keep track of.
Where is my order
Start with the tracker. Your order number and the email you used at checkout are both in your order confirmation email.
Tracking has not moved in days. That is the most common thing people write to us about, and it is almost never a lost package. Carriers scan in batches rather than at every step, so a tracking page can sit completely still for days and then jump several stages at once. A quiet tracker is not a stopped package.
If it stays frozen and you want us to look at it, send us the order number and we open a trace with the carrier and stay on it with you.
Delivery estimates for your address are shown at checkout and set out in full in our Shipping Policy. We keep them in one place on purpose, so you never find a second version that contradicts it.
It says delivered and it is not here
This one turns up more than anything else, and in most cases the package is closer than it looks. Two minutes of checking usually ends it.
- Ask everyone else at the address. Partners, family and roommates pick up parcels and forget to mention it.
- Look in the less obvious spots: behind planters, side doors, porch furniture, the mailroom, the lobby desk, the garage.
- Ask the neighbours either side. Carriers leave packages next door far more often than they note it.
- Give it a little longer. Packages get scanned as delivered slightly ahead of the actual drop more often than you would think.
If you have been through all four and it still has not turned up, write to us. We will work through it with you rather than leaving you to argue with the carrier on your own.
Charges on your statement
Do not recognize a charge?
On your bank or card statement, our charges appear as:
SP MEDICODEMedicode is a brand operated by ECOM PAPER PRODUCTION LLC. If that is the descriptor in front of you, the charge comes from an order placed on medicode-usa.com. If it is still not yours, tell us and we refund it.
You are never billed twice
Medicode has no subscriptions, no auto ship and no memberships. Every order is a one time purchase, so there is nothing running quietly on your card and nothing to cancel.
Two charges for one order
Almost always a pending authorization hold from a repeated checkout attempt. It drops off on its own. We only ever capture one payment per order.
Someone else at home
Partners and family members order more often than people expect. Ask at home before you file anything with your bank.
Refunds and the guarantee
No portal, no login and no form. One email with your order number is the whole process.
You have 30 days from delivery to tell us it is not working out for you. There is no restocking fee and nothing buried in the fine print. What qualifies and how refunds are issued is set out in our Refund Policy.
Refunds go back to the original payment method you used, not store credit. Once we issue one, your bank takes its own time to display it on your statement. That step happens on their side, not ours, so give it a moment before you assume something went wrong.
Still waiting on the order and thinking about cancelling? Write to us before you do anything. Sometimes we can see that a package is a stop or two away, which is a very different situation from one that has not moved at all, and it is worth knowing which one you have before you decide.
Something is wrong with the product
Damaged, defective or not what you ordered. Send a photo of what arrived along with your order number and we replace it or refund it at no cost to you. Doing it soon after delivery also lets us file the claim with the carrier on our side.
A skin reaction. Stop using the product and write to us. Reactions are covered, and in these cases we do not usually ask you to ship anything back. If the reaction is severe or does not settle, see a doctor first and deal with us afterwards.
The packaging looks different from the photos. Manufacturers refresh cartons, caps and labels between production batches while the formula inside stays the same. If what arrived looks wrong to you, send a photo and we will confirm it against the batch.
Pick the situation that matches yours
Each one opens an email with exactly the details we need, so it gets settled on the first reply instead of the fourth.
My tracking has not moved
We trace it with the carrier and tell you where it actually is.
Write about trackingMarked delivered, not received
Go through the four checks above first, then send this and we take it from there.
Report it missingDamaged, wrong item or a reaction
Replaced or refunded at no cost to you. A photo speeds it up.
Report a problemI do not recognize a charge
We match it against our records and tell you exactly what it is.
Identify a chargeSomething else entirely
Order changes, address corrections, questions about a formula, anything.
Write to usThe questions we get most
Pulled from what people actually write to us about. The longer version lives in the full FAQ.
My tracking has not updated in days. Is my order lost?
Usually not. Carriers scan in batches rather than at every handover, so tracking can sit still for a stretch and then jump several steps at once. If it stays frozen, send us your order number and we open a trace and keep you posted until it lands.
Tracking says delivered but I do not have the package.
Check with everyone else at the address first, then the less obvious drop spots, then the neighbours either side. Packages also get scanned as delivered slightly ahead of the actual drop, so a short wait sometimes solves it on its own. If none of that turns it up, write to us and we work through it with you.
My order is taking longer than I expected.
Send us your order number and we will tell you where it actually is rather than leaving you to read the tracker. Delivery estimates for your address are shown at checkout and set out in our Shipping Policy.
Can I cancel and get my money back while I wait?
Yes, and you do not have to justify it. What we would ask is that you write to us first, because we can often see whether a package is about to land or genuinely stalled, and those are two different decisions. Either way it is your call and we do not make it difficult.
What will the charge look like on my bank statement?
It appears as SP MEDICODE. If your statement shows a descriptor you do not recognize for an order you placed with us, send us the date and the last four digits of the card and we will identify it.
Will I be charged again after my order?
No. Every Medicode order is a one time purchase. We do not run subscriptions, auto ship, memberships or recurring billing of any kind, so there is nothing for you to cancel later. You will only be charged again if you place a new order yourself.
My order arrived damaged, or the wrong item came.
Send us a photo of what you received along with your order number and we will replace it or refund it at no cost to you. Doing it soon after delivery also lets us file the claim with the carrier on our side.
I had a reaction to a product. What happens now?
Stop using it and email us with a photo of the product and, if you can, of the affected area. Reactions are covered, and in these cases we do not usually ask you to ship anything back. If the reaction is severe or does not settle down, see a doctor first and deal with us after.
When will I see the money back after a refund?
Refunds go back to the original payment method you used, not store credit, unless you ask for something else. The processing window is stated in our Refund Policy, and your bank then takes its own time to display it on your statement.
What happens when you write
A person reads it
Not a bot and not a ticket queue. It reaches the team that can actually act on your order.
You get a real reply
From an address you can answer to. If nothing shows up, check your spam folder and then reply on the same thread.
We settle it
A replacement, a refund or an answer that actually resolves it. Not a link back to this page.
Email is the only channel we run, and it is deliberate. Everything lands in one place, with your order in front of us and a written record on both sides, which is what makes a problem resolvable rather than repeated.
Still looking for something else
Email: info@medicode-usa.com · Statement descriptor: SP MEDICODE
Medicode products are cosmetic products for external use only. They are not intended to diagnose, treat, cure or prevent any disease or skin condition. Individual results may vary.