Frequently Asked Questions

1. How do I obtain product samples?
2. Does Shiseido have a rewards program?
3. Do you test on animals?
4. How do I check the status of my order?
5. Do you guarantee the item(s) in my order?
6. Where can I find information about your ingredients?
7. Can I use this product while pregnant/breastfeeding?
8. Do your products contain gluten?
9. Do your products contain soy?
10. Do your products contain lead?
11. Do your products contain nickel?
12. When do opened/unopened products expire?
13. Do you ship outside of the United States?
14. What is your corporate position on sustainability?
15. What is ShopRunner FREE 2-day?
16. I received a damaged item. What should I do?
17. I received the wrong item. What should I do?
18. The item(s) I recently purchased went on sale. Can I receive a price adjustment?
19. Do Shiseido products contain any animal products?
20. Why do some Shiseido products include parabens?
21. My package is marked as delivered, but I cannot locate it. What do I do?

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1. How do I obtain product samples?
We offer free samples with every order. If there are specific products that you would like to try please contact our Customer Service team and provide the product name and your mailing address. We will do our best to accommodate any sample requests, but we cannot guarantee availability.

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2. Does Shiseido have a rewards program?
Shiseido does not currently have a loyalty program.

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3. Do you test on animals?
Shiseido ended animal testing for cosmetic products and quasi-drugs for the development in and after April 2013 by establishing internal safety regulations based on alternative methods.

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4. How do I check the status of my order?
You can review your order status by visiting My Account. If you do not have an account, please visit here.

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5. Do you guarantee the item(s) in my order?
The item(s) within your order including samples are not guaranteed for fulfillment. During the time of order processing, it will be determined whether an item(s) within your order needs to be cancelled due to stock availability issues. We will ship the remaining available item(s) within your order to prevent shipment delays. Should your full order be cancelled, the pre-authorization hold will automatically drop from your payment method. Please note that cancelled item(s) including samples cannot be replaced with an alternative item(s) once the order has been processed.

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6. Where can I find information about your ingredients?
You can find the full list of ingredients for each Shiseido product on its respective product page on Shiseido.ca

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7. Can I use this product while pregnant/breastfeeding?
Please be assured that you may use our products safely under normal conditions of use throughout your pregnancy and while breastfeeding. If you have any particular concerns, please consult with your physician.

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8. Do your products contain gluten?
There is no gluten or gluten-derived ingredients in Shiseido skincare or makeup products. However, due to the range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are entirely free from any traces of gluten. If you have allergies or specific personal concerns about gluten, we would suggest that you consult your physician before using products that may contain the ingredient.

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9. Do your products contain soy?
Due to the range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are entirely free from any traces of soy. If you have allergies or specific personal concerns about soy, we would suggest that you consult your physician before using products that may contain the ingredient.

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10. Do your products contain lead?
None of Shiseido’s products contain lead.

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11. Do your products contain nickel?
Nickel is used as a thin coating on the Shiseido Eyelash Curler. Shiseido is committed to using top quality ingredients with the highest level of purity, and all of our formulations undergo rigorous testing before being added to our products. If you have allergies or specific concerns about nickel, we would suggest that you consult your physician before using products that may contain nickel.

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12. When do opened/unopened products expire?
Unopened products maintain their quality and perform as expected for approximately five years when stored at room temperature.

Once opened, it’s advised to use the product within the specified timeframe indicated by the Period After Opening symbol, which varies by product. This symbol is used as a guideline to indicate the number of months the products should be used within after you have first opened it, provided the product has been stored under normal conditions and not exposed to extreme temperatures.

The Period After Opening symbol looks like a small jar with a number and the letter M inside it. This can be found on the bottom or the back of the product. The number found next to the letter M indicates the recommended number of months the product should be used within after opening.

For example, a product marked “12M” should be used within twelve months of opening.

Non-SPF products do not have an expiration date unless otherwise indicated.

For further reference please contact Customer Service.

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13. Do you ship outside of the United States?
We are unable to ship to international locations at this time.

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14. What is your corporate position on sustainability?
Protecting the environment is an important priority for Shiseido, and the company is committed to conducting its business activities in an eco-friendly and environmentally conscious manner. In 1992, Shiseido adopted the Shiseido Eco Policy, a set of guidelines detailing how environmental considerations should weigh on management decisions. To learn more about Shiseido’s efforts in protecting the environment, please click here.

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15. What is ShopRunner FREE 2-day?
ShopRunner offers free 2-day shipping to their members on shiseido.com. ShopRunner members sign in, and ShopRunner free 2-day will automatically be selected as the default shipping method for eligible items on shiseido.com.

Sign up today! Learn more about ShopRunner

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16. I received a damaged item. What should I do?
When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials, and the items inside and contact us immediately for assistance via chat or email at customerservice@shiseidousa.com. If you cannot retain the contents due to the extent of damage, handle them with care to take a photo of the damaged item(s) and then safely discard the damaged contents.

Please be advised that Shiseido monitors and logs all claims of lost, missing, wrong, and/or damaged items. Lost, missing, and wrong/damaged items must be reported within seven calendar days of the order being marked as delivered. Pictures must be submitted for wrong/damaged items. Shiseido reserves the right to limit and/or deny the reshipment and/or refunding of an order/ item in all instances.

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17. I received the wrong item. What should I do?
We ask that you please retain the wrong item(s) in question and contact us immediately for assistance via chat or email at customerservice@shiseidousa.com.

Please be advised that Shiseido monitors and logs all claims of lost, missing, wrong, and/or damaged items. Lost, missing, and wrong/damaged items must be reported within seven calendar days of the order being marked as delivered. Pictures must be submitted for wrong/damaged items. Shiseido reserves the right to limit and/or deny the reshipment and/or refunding of an order/ item in all instances.

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18. The item(s) I recently purchased went on sale. Can I receive a price adjustment?
Shiseido does not honor any price adjustments.

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19. Do Shiseido products contain any animal products?
We are continually evaluating alternatives to animal-derived ingredients and have replaced many ingredients with vegetable-derived substitutes. However, certain Shiseido products may contain animal derivatives, such as lanolin. If you would like further information as to which Shiseido products contain animal derivatives, please contact Customer Service, and we will provide that information.

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20. Why do some Shiseido products include parabens?
It is important to use preservatives to prevent bacterial and fungal contamination. With the high level of natural ingredients in our formulations, the absence of preservatives would require our products to be refrigerated and would need to be used within approximately two weeks after production. Additionally, we strive to ensure our products do not present any health risk from contamination by harmful microorganisms by using preservatives such as parabens.

Parabens have been used for over 70 years and are approved by the US FDA for use in a wide variety of consumer products, including foods and beverages. Parabens provide a critical role in frontline defense for preventing disease and infection in humans by preventing fungal and bacterial contamination, and are recognized as safe by the World Health Organization as well as government agencies around the world. In the United States, the Cosmetic Ingredient Review (CIR) expert panel (an independent body of internationally recognized medical and scientific experts in safety evaluation) has reviewed parabens and concluded that they are safe for use in cosmetic products. All our products are allergy tested and dermatologist tested.

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21. My package is marked as delivered, but I cannot locate it. What do I do?
If the tracking information for your package shows that your package was delivered, but you can’t find it:

1. Please wait 48 hours. In rare cases, packages may be marked as delivered up to 48 hours before arrival. Note: Some carriers may deliver until 10 PM.
2. Check for a notice of attempted delivery.
3. Ask your family and/or neighbors if they received the package on your behalf; Check with your leasing office, front desk and/or package locker where applicable.
4. Look around the delivery location to see if the package was securely tucked away.

If the package is still not found, please contact the carrier directly to report the missing package and ask if they can provide additional details regarding where the package was left. If the package still cannot be located, please contact our Customer Service team at customerservice@shiseidousa.com so that we can check the status of your package. Please note that Customer Service must be notified of missing or lost packages within seven calendar days of your order being marked as delivered.

Please be advised that Shiseido monitors and logs all claims of lost, missing, wrong, and/or damaged items. Lost, missing, and wrong/damaged items must be reported within seven calendar days of the order being marked as delivered. Pictures must be submitted for wrong/damaged items. Shiseido reserves the right to limit and/or deny the reshipment and/or refunding of an order/ item in all instances.